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Service Coordinator (Building & Development Permit Facilitation)

Openings: 1 

Type of Posting: Internal & External 

Location Name: City of Regina, Regina, Saskatchewan, CA 

Date Posted: January 23, 2023

Closing Date: February 6, 2023

Profession: Customer Service, Communications and Marketing 

Experience Level(s):  

Desired Employment Status: Term up to 14 months

Education Level(s): University Degree or two (2) year Diploma 

Job ID: 983 
 

Position Summary

The Service Coordinator provides strategic and operational oversight of various building and development permit application processes. It serves as a point of contact between internal departments, developers, and consultants on inquires involving land development applications and provides professional guidance to facilitate complex and technical inquiries on issues related to building, development and planning accounts. The Service Coordinator is directly responsible for enhancing the customer/citizen experience by coordinating and facilitating submissions through the various planning and development review processes, proactively identifying applications where there are issues and taking mitigative actions to facilitate problem-solving.

This position is responsible for a broad scope of work requiring a high degree of independent judgment and discretion, initiative, complex problem-solving, facilitation/coordination and the ability to maintain effective contacts and relationships with citizens and the development community. This position reports to a Branch Manager in the Planning & Development Services Department.

Duties & Responsibilities

  • Provides leadership and operational oversite in the assembly of technical responses for building and development permit applications ensuring clear and consistent responses that are in accordance with City Bylaws and policies adopted by senior management. This involves balancing competing interests amongst subject matter experts and communicating in a manner so that these responses are understandable to the customer
  • Navigate complex and politically sensitive applications and respond to escalations relating to building, development and planning applications. Ensures the enhancement of the customer/citizen experience through issue management and problem solving as applications move through various branches and departments in the City for approval and subsequent completion
  • Develops on-going relationships and acts as liaison with key stakeholders including builders, developers, architects, engineers, and other civic departments with a focus on excellence to support strengthened working relationships striving for success and growth within the application processes
  • Identify and define stakeholder concerns, clarify to determine needs and requirements, research and explore solutions, develop options and recommendations to address obstacles/issues with Subject Matter Experts and professional staff to facilitate the permitting process
  • Develops, implements and participates in the analysis of existing workflow processes, develops the required policy and procedure documentation, and recommends solutions to meet business needs
  • Develops, applies and monitors appropriate performance measures to ensure that development application service efforts are effectively targeted and in line with the department business plan and corporate goals
  • Ensures professional growth and development of the area staff through identification of both technical and transferable training needs, ensuring technical skills are kept current with changing requirements
  • Prepares statistical and management reports for submission and presentation to a variety of stakeholders including Department Management, City Council and Committees and external agencies on development application related customer service activities
  • Designs and develops various communication tools, documents and public notifications for stakeholder reference and use
  • Acts as liaison with the Managers and/or Director on issues which have the potential to become political or media issues for the City of Regina or in situations of customer management and escalation
  • Participates in the development, maintenance, updating and testing of other corporate systems reliant on data from the business area
  • Provides supervision to the assigned staff and is responsible for recruiting, selecting and developing staff; providing direction, assigning duties and reviewing employee performance and assisting in discipline management
  • Performs related duties as required

Knowledge, Skills & Abilities

  • Ability to establish and maintain strong working relationships both internal and external to the organization through problem solving, stakeholder involvement, collaboration, effective facilitation and consultation.
  • Skill in organizing and delegating assigned activities including workflow planning and managing deadlines and progress across various branches and departments involved in the application review process to ensure functions are efficiently and effectively carried out and service delivery commitments are met.
  • Ability to work independently demonstrating sound judgement and initiative to establish priorities and make decisions in accordance with established policies and procedures while taking into consideration the details and complexities of the issues and the need for results.
  • Ability to communicate effectively, both orally and in writing, demonstrating empathy, tact and diplomacy in order to handle sensitive issues and establish effective working relationships with internal and external stakeholders.
  • Ability to create an action plan, effectively get ideas accepted; coach others to achieve objectives, lead, support and create a team approach while leading by example.
  • Ability to understand basic interpretation of building construction plans, sketches, blueprints and specifications.
  • Extensive knowledge of customer service delivery through varied channels, service evaluation and service improvement combined with excellent customer service skills.
  • Knowledge of business area computerized systems, applications and programs is an asset.
  • Demonstrated knowledge of the relationship between technology and business processes.
  • Thorough knowledge of the principles of organization, supervision and administration including workflow planning, employee development, training and appraisal and the ability to effectively apply those principles.
  • Knowledge of statutory regulations and bylaws that govern the business area and ability to interpret bylaws and statutes ensuring consistency in their application.
  • Knowledge of zoning, building, or engineering standards and regulations is an asset.
  • Ability to analyze data and issues, document findings and recommend changes.
  • Ability to improve work processes through the effective application of technology.
  • Ability to effectively motivate and lead staff and provide direction.

Education & Experience

The knowledge, skills and abilities are obtained through completion of a University Degree or a two-  year Diploma Program from a recognized post-secondary institution, a minimum of five-years’ experience in a customer/client focused municipal, industry or multi-disciplinary environment with experience in the field of Land Development or Building and Development, Urban Planning, Municipal Engineering including Business Strategy, Facilitation, Public Relations &/or Project Management (PMP) experience.


✓ Note: Testing may be done to evaluate knowledge, skills and abilities.

✓ Note: As per the City of Regina's Criminal Record Check Policy, the successful candidate is required to provide a satisfactory criminal record check.

✓ Note: Successful candidates will be required to provide proof of acquired education.


Jurisdiction: Civic Middle Management 

Division: City Planning & Community Development 

Department: Planning & Development Services 

Hourly Salary: $36.71 - $45.9 (2021 Rates)

Annual Salary: $69,991.00 - $87,513.00 

 

The City of Regina acknowledges that we are on Treaty 4 Territory, and the traditional lands of the Cree, Saulteaux, Dakota, Nakota, Lakota, and the homeland of the Métis Nation.
 

We want to show our recognition and respect to the Nations and the ancestors of this territory, we are grateful for the privilege to be here, to co-exist. We recognize that much of the harms of the past have shaped our relationship; we are committed to our work of building trust. We hope for good and everlasting relationships to create true partnerships with Indigenous peoples.

 

Regina is committed to employment equity and accessibility. We encourage applications from members of equity-seeking communities including women, racialized and Indigenous persons, persons with disabilities and persons of all sexual orientations and gender identities/expressions.

 

Note: The City of Regina strives to provide reasonable access and accommodations throughout the application and selection process. If you would like to request an accommodation at any stage of the process, please contact Talent at 306-777-7550 or by email at Talent@regina.ca.