Property and Customer Service Manager

Job Summary

Manages, coordinates, organizes, and oversees the operations of the Land Records, Passports, Vital Statistics, Motor Vehicle, Driver's License, Department of Natural Resources Licensing and Permits, Elections, Property Tax cashiering, and other miscellaneous payment transactions. Appointed the County Deputy Registrar and County Recorder and fulfills the requirements of those roles as required by Minnesota State statutes and rules. Work is completed under the supervision of the Community Services Director and assists in representing the county in matters relative to the above functions and any other subject as needed, which includes working with the public, elected officials, court proceedings, government agencies, and/or legislative leaders. Assists the Community Services Director, County Administrator, Deputy Administrator, and County Board in matters relating to county transparency, service delivery, and county efficiencies.

Job Description

Manages and coordinates elections, assigns work activities, and ensures results are available on a timely basis.

Manages and/or coordinates the training to city, township, and school election clerks, officials, and judges, and county staff in election procedures, laws, and responsibilities.

Manages and oversees the creation of test programs and procedures, ballot programming procedures, and all training documents and manuals.

Oversees the operations of the Recorder's Office to include analyzing and developing policies and procedures in multiple areas, which include Torrens, Abstract, and Vital Statistics; directs the allocation of resources as needed; develops and implements departmental policies and procedures based on new legislation and office standards; and coordinates joint projects with other county departments.

Defends the county in court for issues of voter fraud.

Business lead for projects in and outside of managed departments. Provides project resources, determines project scope, assists project managers by coordinating people, process, template completions, and project delivery.

Change management sponsor that leads change in a positive service delivery manner and reduces manual or redundant practices.

Manages and assists the Customer Service and Land Records supervisors on issues, customer complaints, and staffing.

Drafts and reviews legislation, consults on legislative issues, meets with statewide organizations, and testifies at committee hearings as needed.

Represents or meets, on behalf of Scott County, with or on state and regional committees, including, but not limited to, Minnesota Association of County Offices (MACO); Minnesota Deputy Registrars Association (MDRA); Association of Minnesota Counties (AMC); Minnesota Association of County Auditor, Treasurer, and Finance Officers (MACATFO); Minnesota Inter-County Association; MACO Legislative Committee.

Manages and implements a variety of county projects, initiatives, strategic goals, and objectives as part of the Scott County Senior Leadership Team.

Organizes, coordinates, and manages the operations of the Land Records and Customer Service departments, along with the supervisors, in assigning workflow and functions of staff; hiring, firing, and disciplining staff, providing staff development, training, and positive work environment; and implements a positive and collaborative service-delivery model.

Meets with customers, businesses, and the media to provide information and updates in order to promote activities and changes within the departments in order to meet their needs and get information from them on how to better serve them.

Manages the escalation of issues from customers and voters and incorporates change into the department to mitigate issues or concerns.

Interprets Minnesota statute and rules and other state directives. Implements change to processes and procedures to ensure compliance. Trains staff to ensure knowledge of requirements are understood and followed.

Performs supervisory duties as defined in MN Statute 179A.03 Subd. 17.

Works the days and hours necessary to perform all assigned responsibilities and tasks. Must be available (especially during regular business hours or shifts) to communicate with other employees, supervisors, customers, vendors, and any other person or organization with whom interaction is required to accomplish work and employer goals.

Performs other duties as required or assigned.

Minimum Qualifications
Requires equivalency of a Bachelor's Degree in Business or Public Administration and six years' supervisor experience in a fast-paced, service-oriented department. Elections training and administration certification are required. Must possess a valid driver's license and a reliable form of transportation for the performance of work responsibilities.

Supervisory Controls
The employee is under general supervision and guidance of the Community Services Director. Work is performed in accordance with state and federal statutes with minimal supervision. Exercises independent judgment in implementing new work methods and procedures.
The incumbent directs and oversees the work of others; including, program/service planning and delivery, personnel selection, evaluation of work performance, training, and disciplinary activities. Performs supervisory duties as defined in MN Statute 179A.03 Subd. 17.

The incumbent promotes employee professional development and provides coaching and mentoring to others.

Core Competencies and Abilities
Customer Service - Delivers government services in a respectful, responsive, and solution-oriented manner.

Communication - Is always clear about what we're doing and why we're doing it.

Collaboration - Works with partners – communities, schools, faith groups, private business, and non-profit agencies – to see that services are not duplicated but rather are complimentary, aligned, and provided by the partners who can deliver the service most effectively.

Stewardship - Works proactively to make investments, guided by resident input, which will transform lives, communities, and government.

Empowerment - Works with individuals and families to affirm strengths, develop skills, restore hope, and promote self-reliance.

Resiliency - Fosters public preparedness and responds when families and communities face health and safety emergencies.

Innovation - Takes informed risks to deliver services more effectively and learns from successes and failures.

Knowledge – Knowledge of supervisory principals.

Knowledge of applicable federal, state, and local laws and regulations, and rules of the Secretary of State in election management and state statutes pertaining to license and permit requirements.

Knowledge of Real Estate principles, Motor Vehicle, and Vital Statistics rules and regulations.

Knowledge of licensing rules and practices in the State of Minnesota.

Knowledge of techniques for effective customer service.

Knowledge of court proceedings related to election controversies.

Knowledge of techniques for volunteer recruitment.

Knowledge of basic accounting and office procedures.

Knowledge of county policies, procedures, and labor contracts.

Abilities – Ability to oversee and manage the daily operations of a customer service center.

Ability to work with others in a customer service delivery capacity.

Ability to effectively plan, assign, train, organize, and direct staff to create and maintain high quality service.

Ability to work without close supervision.

Ability to provide leadership, make independent decisions, and change or develop new procedures when necessary.

Ability to make independent decisions about the correct choice of procedure to follow.

Ability to create, read, and analyze policies and procedures.

Ability to possess and maintain professionalism in arenas of conflict.

Ability to organize and manage time while maintaining a strong attention to detail.

Ability to audit and reconcile financial transactions and statements; ability to problem-solve.

Ability to utilize and troubleshoot a variety of state and county hardware and software systems that deal with voter registration, motor vehicle, driver's license, passport, property taxes, optical scan voting systems, election results reporting programs, modem results accumulation operation, motor vehicle, etc.

Ability to establish and administer a budget.

Ability to learn and take on new tasks and projects.

Ability to maintain effective working relationships with employees, county officials and supervisors, and the general public.

Ability to validate complex mathematical calculations and reports.

Ability to use MS Office software for the performance of essential duties, including calculators, office equipment, and a variety software programs and state systems related to the job.

Ability to use appropriate discretion in dealing with matters of a confidential nature.

Ability to speak, present, and interact in public arenas with composure, professionalism, and discretion.

Work Environment and Physical Demands
Typical characteristics of the regular, ongoing work environment of this position requires inside work, typically in an office setting. Some field work may be required. The position is multi-task oriented and includes periods of stress when balancing multiple and varied needs/demands of services.

Physical activities include sedentary to light work: reaching, sitting, standing, walking, pushing, lifting, pulling, fingering, grasping, feeling, stooping, talking, hearing, seeing, and repetitive motions. Lifts and/or navigates up to 35 pounds on a routine basis in handling files and equipment necessary for performing the essential duties of the job.

Supervisory Controls
With latitude for independent judgment, the employee is under general supervision of Eligibility Supervisor. The employee follows established procedures and guidelines. Work is reviewed on a systematic basis by State Quality Control reviewers.

Core Competencies and Abilities
Customer Service - Delivers government services in a respectful, responsive, and solution-oriented manner.

Communication - Is always clear about what we're doing and why we're doing it.

Collaboration - Works with partners – communities, schools, faith groups, private business, and non-profit agencies – to see that services are not duplicated but rather are complimentary, aligned, and provided by the partners who can deliver the service most effectively.

Stewardship - Works proactively to make investments, guided by resident input, which will transform lives, communities, and government.

Empowerment - Works with individuals and families to affirm strengths, develop skills, restore hope, and promote self-reliance.

Resiliency - Fosters public preparedness and responds when families and communities face health and safety emergencies.

Innovation - Takes informed risks to deliver services more effectively and learns from successes and failures.

Knowledge – Knowledge of statutory and regulatory requirements of federal, state, and county public sssistance programs.



Knowledge of agency programs, operations, policies and procedures, and available community resources.



Knowledge of eligibility for social service programs and the County Fee System.



Knowledge of all public assistance eligibility systems (MAXIS, METS, MMIS) and how they relate to other systems (PRISM, SSIS).



Knowledge and understanding of the county-selected EDMS system.



Knowledge of financial case management and interviewing techniques.



Knowledge of available community resources.

 

Abilities –  Ability to establish and maintain effective working relationships with employees, clients, and the community.



Ability to communicate clearly and effectively orally and in writing.



Ability to establish procedures of problem solving.



Ability to effectively organize and coordinate work activities.



Ability to analyze problems regarding public assistance programs.



Ability to speak, present, and interact in public arenas with composure, professionalism, and discretion.



Ability to use, Outlook, MS Office software, and other county applications for the performance of essential duties.



Ability to use appropriate discretion in dealing with matters of a confidential nature.

Work Environment and Physical Demands
Typical characteristics of the regular, ongoing work environment of this position requires inside work, typically in an office setting. Occasional offsite work in a community setting is required. 

Physical activities include sedentary to light work: Reaching, sitting, standing, walking, pushing, lifting, pulling, fingering, grasping, feeling, stooping, talking, hearing, seeing, and repetitive motions. Lifts and/or navigates up to 35 pounds on a routine basis in handling files and equipment necessary for performing the essential duties of the job.