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With more than 1.3 million people, the City of San Diego is the eighth largest city in the United States and the second largest in California. The City of San Diego's strong economy, diverse population, great educational institutions, unsurpassed quality of life, and world-renowned location makes it the ideal place to work, live, and play. With its great weather, miles of sandy beaches, and major attractions, San Diego has something to offer for everyone.

 

The City's Mission, as found in our Strategic Plan, is "To Effectively Serve and Support Our Communities." Our core values are Integrity, Service, People, and Excellence. The City's Vision is "A World-Class City for All."

 

As one of the region's largest employers, the City of San Diego has a combined Fiscal Year 2016 operating budget of approximately $3.2 billion and employs approximately 10,000 highly dedicated employees. Additional information about the City of San Diego can be obtained on the City's website: www.sandiego.gov.

 

The Performance & Analytics Department reports to the Office of the Mayor. It is responsible for supporting the improvement of City operations through long-term initiatives, including strategic planning, performance management, the San Diego Works efficiency and incentives program, Managed Competition, Open Data, and the development and coordination of a 311 customer service project. As such, the Performance & Analytics Department works with other departments to implement resident-focused and data-driven solutions that improve the efficiency and effectiveness of the City's service delivery practices and management structures.

 

The City is initiating a citywide 311 platform for a user-focused customer service delivery model to be led by the new Program Coordinator position, which will go by the working title of 311 Project Coordinator. The 311 Project Coordinator will be responsible for researching, designing, and coordinating the implementation of a project plan and making recommendations to the Mayor for implementing a citywide solution.

 

 

Roles, responsibilities, and expectations for the 311 Project Coordinator include, but are not limited to, the following:

 

·        Identify activities, tasks, timing, resources, responsibilities, budget, best practices, change management strategies, and risk mitigation requirements for the successful deployment of a citywide 311 solution that includes an application, a call center, or both;

·        Collaborate with other public sector organizations to define best practices and lessons learned for similar projects;

·        Create and lead the execution of an implementation plan to launch a 311 solution;

·        Build the integration plan on how the 311 project will integrate with the City's Open Data Program;

·        Engage City of San Diego residents to gauge input and interest, as well as concerns with the 311 deployment;

·        Serve as an expert resource for City departments in all functional and support areas associated with the deployment of a 311 solution;

·        Work with the Department of Information Technology, other departments, and users to define necessary software requirements, write detailed functional specifications, and develop and maintain necessary application documentation, such as project plans, solution designs, punch lists, configuration guides, etc.;

·        Maintain an internal project tracking system;

·        Submit written reports to the Mayor and Council on the status of the implementation of the 311 solution; and

·        Assist with other key initiatives led by the Performance & Analytics Department.

 

The ideal candidate will possess the following qualifications:

 

·        A Bachelor's degree in a related field;

·        A Master's degree in a technology, government, or business-related field is preferred;

·        At least five years of relevant work experience;

·        Strong quantitative analytical abilities, including a thorough understanding of common data analysis tools and programs;

·        Strong interpersonal skills;

·        Understanding of 311 principles and techniques, and applicable regulations, and ordinances;

·        Understanding of Open Data principles and ability to demonstrate knowledge of how 311 is an important Open Data component;

·        Experience in public engagement in developing customer-focused solutions;

·        Experience in a specialized role that includes implementation, support, and maintenance of large-scale web applications;

·        Excellent writing and communications skills;

·        Strong interpersonal skills;

·        Ability to generate technical, but user-friendly procedural documents;

·        Ability to communicate complex and technical information in a simple, clear, and straightforward manner, including the use of graphs and tables as needed;

·        Ability to communicate effectively to different audiences, including elected officials, various levels of City management, and members of the public;

·        Ability to comprehend technical details and understand how they relate to and impact the "big picture";

·        Ability to work both independently and as part of a team in a fast-paced, high-pressure environment with tight time constraints;

·        Interest in municipal activities and services and how they impact the community;

·        Highly ethical and objective, with the ability to navigate in a political environment without being political;

·        Energetic and motivated, with the ability and desire to take initiative;

·        A demonstrated commitment to public service, fiscal responsibility, and innovation in government.