Councillor's Assistant (Case Work Coordinator)

JOB SUMMARY

The Councillor's Assistant, Case Work is accountable for managing and delivering a range of constituency, political, and operational services and processes in support of the Councillor and the Councillor’s agenda including: internal and external political relations, project management, media relations, and serving as a spokesperson/representative for the Councillor in dealings with taxpayers and constituents.

DESCRIPTION OF RESPONSIBILITIES

• May receive and respond to telephone calls, emails, and letters from constituents, City staff, City Council members, and other elected officials from all levels of government.  Constituents and other individuals may also visit the Councillor’s office in person to place an inquiry.
  • Staff may develop and manage systems and procedures consistent with responding to constituency work.
  • Individuals may contact the City Councillor’s office regarding matters specific to the ward or the City in general. They may also contact the City Councillor’s office in his or her role as committee member or chair. 
  • Staff must converse with the caller to obtain a clear understanding of the nature of the call, using a high level of tact and diplomacy.
  • Where possible, resolving constituent callers’ problems or issues immediately by providing information and clarification about City’s policies and programs, or City Council and Committee activities.
  • Contacting the appropriate City department to obtain the required information and following up with the constituent to respond to their inquiry. Alternatively, connecting the constituent with the appropriate department staff and following up to ensure that the resolution is satisfactory.
  • Where a resolution cannot be attained without the Councillor’s involvement, advising the constituent that the Councillor will contact the constituent to discuss the matter further. Then researching the inquiry and all relevant information to provide the Councillor with a background report and following up with the Councillor after their conversation with the constituent to determine if any further action is required.
  • Resolving matters for other callers, including elected officials and staff where possible by providing information and clarification, referring the caller to the appropriate City official or advising the caller that the Councillor will contact him or her, then providing the Councillor with the appropriate background information and material. 
  • Utilising tracking software to maintain a record of callers and providing the Councillor with regular reports on the history of callers.
• May process correspondence addressed to the City Councillor by regularly reviewing emails, letters, and other correspondence from constituents and other sources. Providing prompt, relevant, and informed responses about the City’s policies and programs, or City Council and Committee agendas. 
  • If required, informing the constituent that their inquiry has been directed to the appropriate City Department for follow-up. Once a resolution has been reached, following up to ensure that the result was satisfactory.
  • Undertaking additional research as required on all correspondence, including contacting City department officials for appropriate expertise and drawing appropriate background information from office files. Drafting emails, letters, and memos for the Councillor’s consideration and placing them in an action file for the Councillor.

DESCRIPTION OF RESPONSIBILITIES CONTINUED

• May provide general administrative support services to the Councillor, by undertaking the following:
  • Organizing, developing, and maintaining filing and information systems. Ensuring ready access to documentation and information.
  • Implementing office procedures which allow the Councillor to efficiently review and draft correspondence.
  • Organizing and distributing mail.
  • Photocopying, scanning, and printing.
  • Data entry.
• May oversee and coordinate the constituency work of assistants and volunteers to the Councillor.
  • Recommending to the Councillor the requirement for additional staff in accordance with the office workload.
  • Establishing priorities, assigning tasks, and providing feedback to staff and volunteers.

EDUCATION AND EXPERIENCE

Post Secondary School Diploma

University degree in Business Administration, Public Administration, Journalism, Communications, English or related program

A minimum of 5 years' experience in providing administrative services is required, preferably to the senior executive level, and including the provision of communication services. Experience providing support to an elected official is desirable.

KNOWLEDGE

• Mandate, structure, and protocol of Council and its committees
• The demographics of the Councillor’s ward and current initiatives and issues within the ward
• Policy initiatives and issues in committees chaired by the Councillor or on which the Councillor is a member
• The City corporation sufficient to obtain information in response to inquiries from constituents, and to obtain policy information and documentation in drafting committee agendas
• Knowledge of City administrative structure
• Knowledge of City services and policies 
• Knowledge of Microsoft Office
• Office protocols, systems and procedures

COMPETENCIES, SKILLS AND ABILITIES

• Respond effectively and accurately to media questions and information requests 
• Convey policy positions on complex and controversial issues
• Excellent interpersonal and communication skills
• Communicate effectively with a wide range of people, orally and in writing, often under circumstances where the other party may be in a highly emotional state
• Demonstrated initiative, requiring general direction only
• Ability to handle difficult situations 
• Attention to detail
• Ability to effectively work independently and within a team