RESOLUTION NO. 2022-064
A RE SOLUTION OF THE CITY COUNCIL OF THE CITY OF FONTANA
ADOPTING NEW AND UPDATED JOB DES CRIPTIONS FOR SPE CIFIC
CLASSIFICATIONS THROUGHOUT THE CITY
WHEREAS, the City Council of the City of Fontana has adopted the Personnel Rules and Regulations which incorporate the City ’s Classification and Compensation Plan; and
WHEREAS, the Classification and Compensation Plan is not a static plan and requires revisions to reflect organizational changes and needs, and NOW, THEREFORE, BE IT RESOLVED, by the City Council of the City of Fontana, to adopt the revised job descriptions for the classifications of Customer Service Supervisor, Office Assistant, and Police Dispatcher I/II.
EFFECTIVE DATE: July 13, 2022
APPROVED AND ADOPTED this 12th day of July, 2022.
READ AND APPROVED AS TO LEGAL FORM:
City Attorney
I, Germaine McClellan Key , Ci ty C lerk of the City of Fontana , and Ex - Officio Clerk of the City Council, do hereby certify that the foregoing Resolution is the actual Resolution duly and regularly adopted by the City Council of said City at a regular meeting thereof, held on the 12th day of July 2022, by the following vote to wit:
AYES:
NOES:
ABSENT:
___________________________
City Clerk of the City of Fontana
___________________________
Mayor of the City of Fontana
Resolution 2022-
ATTEST:
___________________________
City Clerk
APPROVED BY CITY COUNCIL: JULY 12, 2022 M/C –EXEMPT
CITY OF FONTANA
CUSTOMER SERVICE SUPERVISOR
DEFINITION: Under direction of the department head or designee, provides direction, management, supervision and coordination of the programs and activities of the customer service clerical and technical staff within the department; coordinate s assigned activities with other departments, divisions, outside agencies and the community; and provide s highly responsible and complex administrative support to the department.
ESSENTIAL FUNCTIONS: The incumbent must have the ability to:
• Assume the responsibility for the management of customer service related to the delivery of customer service within the department.
• Manage and participate in the development and implementation of goals, objectives, policies and priorities for assigned work group.
• Monitor and evaluate the efficiency and effectiveness of service delivery, assess and monitor work load; identify opportunities for improvement; plan and implement improvements.
• Select, train , and motivate customer service person nel; provide or coordinate staff training.
• Provide direct supervision to subordinate staff; prioritize assignments, and provide performance review for the clerical customer service staff. • Serve as a liaison for the department, other City departments and di visions, and outside agencies; negotiate and resolve significant and controversial issues. • Conduct a variety of organizational studies and prepare statistical reports. • Respond to and resolve difficult and sensitive citizen inquiries and complaints; ensure the effective and efficient resolution of customer problems. • Review public relations programs related to the delivery of customer service and make changes as appropriate.
• Communicate clearly and concisely, both orally and in writing. • Establish and maintain cooperative-working relationships with those contacted in the course of work.
• Maintain prompt and regular attendance.
• Perform any other tasks or functions deemed necessary to the daily operations of the employer.
• This position is always evolving. Therefo re, employer reserves the right to modify this job description as necessary.
THE ABOVE LIST OF ESSENTIAL FUNCTIONS IS NOT EXHAUSTIVE AND MAY BE SUPPLEMENTED AS NECESSARY BY THE EMPLOYER.
WORKING CONDITIONS: This position requires sitting, standing, walk ing and reaching, twisting, turning, be nding, stooping, squatting and crouching in the performance of daily duties. It requires grasping, repetitive hand movement and fine coordination in preparing reports and using a computer keyboard and mouse. The need to lift and carry files and supplies weighing up to 25 pounds is required. The position
CUSTOMER SERVICE SUPERVISOR
requires both near and far vision when operating a computer and preparing written material as well as acute hearing when providing telephone service.
EXPERIENCE AND TRAINING GUIDELINES:
A combination of e xperience and training that provides the required k nowledge and abilities is qualifying. The incumbent must have knowledge of:
• Principles and practices of the delivery of finance related customer service. • Knowledge of the duties and functions of employee s in the department as well as other City Departments and related outside agencies.
• Knowledge of applicable Federal, State, and local policies, procedures, laws and regulations.
• Knowledge of the principles and practi ces of organizationa l and employee development.
• Knowledge of the principles of supervision and training. • Experience working in a high demand customer service environment.
Experience: Four (4) years of progressively responsible clerical , technical, or professional experience whi ch includes at least one year lead supervisor y experience.
Experience in a high volume, customer service related environment is highly desirable.
Training: Completion of the twelfth grade or GED supplemented by specialized training classes in effective customer service techniques or a closely related field.
Licenses/Certifications: Possession of a valid California Class “C” Driver’s License or equivalent.
APPROVED BY CITY COUNCIL: JULY 12, 2022 PT- NO BENEFITS
CITY OF FONTANA
OFFICE ASSISTANT
DEFINITION: Under immediate supervision from higher level staff, perform a wide variety of routine clerical duties in support of an assigned department.
ESSENTIAL FUNCTIONS: The employee must have the ability to:
• Type and proofread a variety of documents including general correspondence, agendas, reports, memos and statistical charts from rough draft, verbal instructions. • Perform a wide variety of routine clerical work including filing, billing, checking , and recording information on records.
• Sort and file documents and records, maintaining alphabetical, index, and cross - reference files.
• Copy, scan, fax and distribute documents
• Receive, sort, and distribute incoming and outgoing correspondence. • Act as a receptionist: receive inquiries or patrons in-person, by email, or on the telephone; provide general information on departmen tal and City policies and procedures as required; and refer calls to appropriate personnel. • Write in correct English
• Operate a variety of office equipment including a computer; input and retrieve data and text.
• Communicate clearly and concisely, both orally and in writing; • Establish and maintain cooperative working relationships with those contacted throughout the course of employment;
• Maintain prompt and regular attendance;
• Other duties as assigned;
• This position is always evolving. Therefore, employer reserves the right to modify this job description as necessary.
THE ABOVE LIST OF ESSENTIAL FUNCTIONS IS NOT EXHAUSTIVE AND MAY BE SUPPLEMENTED AS NECESSARY BY THE EMPLOYER.
WORKING CONDITIONS: Position requires prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, bending, and stooping in the performance of daily activities. The position also requires grasping, repetitive hand movement and fine coordination in preparing report s using a computer keyboard. Additionally, the position requires near and far vision when preparing and reading written reports and other work related documents. Acute hearing is also required when providing phone and counter assistance.
EXPERIENCE AND TRAINING GUIDELINES
A combination of experience and training that would likely provide the required knowledge and abilities is qualifying. The employee must have the knowledge of:
• English usage, spelling, grammar, and punctuation.
• Fundamentals to effectively communicate standard information. • Principles and procedures of record keeping.
• Office methods, procedures, and practices.
OFFICE ASSISTANT
Ability to:
• Learn to operate a variety of modern office machines. • Use standard word processing and related computer software programs. • Perform basic arithmetic functions.
• Learn and correctly interpret and apply the policies and procedures of the program or function to which assigned.
• Learn office methods, rules and policies including receptionist techniques. • Perform routine clerical work.
• Type at a speed necessary for successful job performance. • Work courteously with the general public , staff, and diverse community on the telephone, electronic communication devices or in-person. • Understand and carry out oral and written instructions.
Experience: At least six ( 6) months of general clerical support experience, preferably involving some public contact work experience.
Education: Equivalent to the completion of the twelfth grade. Additional specialized clerical training is desirable.
APPROVED BY CITY COUNCIL: JULY 12, 2022 PBA – NON-EXEMPT
CITY OF FONTANA
POLICE DISPATCHER I
POLICE DISPATCHER II
DEFINITION: Under general and/or immediate supervision, performs a variety of duties involved in answering 9 -1-1 emergency and non -emergency calls ; analyze, pri oritize, and enter calls for service v ia a Computer Aided Dispatch (CAD) system ; dispatch emergency personnel via multi -frequency radio system, telephone , or other communications equipment; record and monitor activities of field and communications personnel; receive incoming call s for police and emergency assistance and dispatch necessary units; perform a variety of general support duties related to dispatch activities; and related work as assigned on an assigned shift for the Police Department.
DISTINGUISHING CHARACTERISTICS
Police Dispatcher I – This is the entry level class in the Police Dispa tcher series.
Incumbents learn and perform a variety of duties involved in receiving, prioritizing, and transmitting emergency and non -emergency calls for service and disp atching the appropriate personnel in response to those call s. This class is distinguished from the Police Dispatcher II by the performance of the more routine tasks.
Police Dispatcher II – This is the journey level class in the Police Dispatcher series.
Employees within this class are distinguished from the Police Dispatcher I level by the performance of the full range of duties as assigned. Employees are fully aware of the operating procedures an d policies of the work unit. Positions in this class are normally filled from advancement from the I level, or when filled from the outside , require prior work experience and P.O.S.T certification. May participate in the training and evaluation of new communications staff.
ESSENTIAL FUNCTIONS: The following functions are typical for this classification.
Incumbents may not perform all of the listed functions and/or may be required to perform additional or different func tions from those set forth below to address business needs and changing business practices.
The incumbent must have the ability to:
• Receive emer gency and non -emergency calls, compl aints, and inquiries from the public. Evaluate and analyze information to determine jurisdiction, necessity, and response needed.
• Determine the nature and location of emergency and non -emergency calls for service, including 9-1-1 calls, and prioritize response. • Dispatch emergency and non-emergency units as necessary and in accordance with established p rocedures. U se appropriate terminology and r adio co des relaying to police personnel in the field via radio and mobile data computer terminals. • Listen and comprehend radio transmissions from emergency personnel in the field ; acknowledge, document, and comply with requests for action or information. • Coordinate emergency calls and relay information and assistance requests involving other public safety agencies.
POLICE DISPATCHER I/II
• Maintain contact with all units on assignment; ma intain status and location of police field units , checking periodically to verify location, activity, and status , supplying back-up personnel and taking other appropr iate steps to provid e fo r the safety of field personnel.
• Organize and coordinate activities of field units.
• Place telephone calls to other safety agencies, City departments, City emergency crews, tow co mpanies, ambulance services, coroner, te lephone and utility companies, and others to relay information or request services, maintaining detailed record of the time and nature of each call.
• Operate CAD equipment, enhanced 9-1-1 telephone sy stem equipment , multi - frequency radio equipment, Telecommunications Device for the Deaf (TDD), and other relative office equipment and systems.
• Perform a variety of record keeping, filing, indexing, and other general clerical work. • Monitor radio c hannels for service requests from other juris dictions and eme rgency radio traffic that may affect the City’s operations.
• Monitor security cameras and license plate readers to provide real -time information to field units.
• Attend patrol briefings as assigned.
• Testify in court as needed.
• Enter, update, and retrieve information on wanted persons, stolen property , vehicle registration, stolen property/vehicle s, and other information from computer and teletype networks including but not limited to California Law Enforcement Teletype System (CLETS), Department of Justice (DOJ), National Law Enforcement Teletype System (NLETS)/National Crime Information Center (NCIC), etc. • Learn departmental policies and procedures for service requests. • Read maps, memorize streets and major hundred blocks and reasonably apply this knowledge to service requests, fiel d un it bea t assign ments, and coordination of response.
• Learn police codes, practices, and methods.
• Work under pressure, exercise good judgm ent, and make sound decisio ns in emergency situations.
• Effectively and courteously deal with the public , includin g irate, upset, and difficult callers during hectic, tense, and dangerous situations. • Work various shifts as assigned, including nights, weekends, and holidays. • Communicate clearly and concisely, both orally and in writing. • Establish and maint ain eff ective cooperative working rel ationships with those contacted in the course of work.
• Interact with co -workers at all levels in the organization in a collabo rative and customer service-oriented manner.
• Maintain prompt and regular attendance.
• Perform all duties with the context of the City/Department ’s Mission Statement and Organizational Values.
• May perform occasional matron duties as assigned.
• Provide on-the-job training and technical guidance to new employees in the Dispatch Unit.
POLICE DISPATCHER I/II
• Perform any ot her tasks or functi ons deemed necessary to the daily operations of the employer.
• Other duties as assigned.
• This position is always evolving. Therefo re, employer re serves the right to modify this job description as necessary.
THE ABOVE LIST OF ESSENTIAL FUNCTIONS IS NOT EXHAUSTIVE AND MAY BE SUPPLEMENTED AS NECESSARY BY THE EMPLOYER.
WORKING CONDITIONS: Position requires prolonged sitting, standing, walking, reaching, twisting, turning, kneeling, squatting and stooping in the performance of daily office a ctivities. The position also requires grasping, repetitive hand movement an d finger coordination in preparing and entering data, using a co mputer keyboard.
Additionally, the position requires near and far vision in readin g corre spondence and using the computer, and acute hearing is required when providing phone and c ounter service to the public. The need to lift, drag and push file , paper and documents weighing up to 25 pounds also is required.
EXPERIENCE AND TRAINING GUIDELINES
A combination of experience and training that would provide the required knowledge and abilities is qualifying. The incumbent must have knowledge of:
Police Dispatcher I
• Modern office equipment including computers and applicable software. • Modern office procedures, practices, and equipment.
• Correct English usage, spelling, punctuation, and grammar. • Methods and techniques for record keeping.
Police Dispatcher II
In addition to the qualifications of Dispatcher I, incumbents must have knowledge of:
• Standard operating procedures of police dispatching.
• Applicable Federal, State, and local laws, codes, and regulations. • Police-related computer and teletype networks.
• Operational characteristics of standard office and dispatch equipment. • Occupational hazards and standard safety practices.
Experience:
Dispatcher I - One (1) year of work experien ce that involves a substantial amount of public contact. One (1 ) year of telephone and/or dispatch and general clerical experience is desirable.
Dispatcher II - Successful completion of the probationary period as a polic e dispatcher in law enforcement agency.
Education:
Dispatcher I - Completion of the twelfth grade, or equivalent.
POLICE DISPATCHER I/II
Dispatcher II - Completion of the twelfth grade, or equivalent, and successful completion of the P.O.S.T. mandated dispatcher course.
In addition, advancement from a Police Dispatc her I to a II requires incumbent to demonstrate competence in all phases/duties/responsibilities of the position and have recommendation of a Communications Supervisor.
Licenses/Certifications: Possession of, and continuously throughout employment, a valid California Class “C” Driver’s License or equivalent.
A typing speed of 45 Net Words Per Minute (WPM) is required.
SUPPLEMENTAL INFORMATION: Successful candidat es will be requi red to pass a drug screening, fingerprint screening, physical exami nation and a back ground investigation.