Hotline Supervisor
City of Omaha, NE
- Location: Omaha, NE
- Work Type: Full-Time
Job Overview
The Mayor’s Hotline Supervisor is responsible for leading, training, and supervising a team of Hotline Associates during daily operations. This role serves as the primary contact for all other City departments and external agencies, providing necessary information to Hotline Associates and maintaining a current list of resources and contacts.
Key Responsibilities
- Manage complaint-based phone calls, emails, and online submissions from Omaha and area residents.
- Develop and maintain relationships with other City department staff.
- Collaborate with department staff and Directors to resolve resident concerns and communicate accurate information.
- Submit service requests to appropriate individuals.
- Design and provide hotline training for new and current employees.
- Organize and monitor staff schedules.
- Provide additional support to the Office Administrator.
- Update the City of Omaha website for the Mayor’s Hotline and various boards and commissions.
- Prepare weekly, monthly, and yearly Mayor’s Hotline reports.
- Attend weekly Homeless Task Force meetings and PRT meetings with other City department staff.
Required Knowledge, Skills, and Abilities
- Knowledge of and ability to operate computers and software applications relevant to assigned tasks.
- Understanding of municipal government and City department functions.
- Skills in supervising staff, providing training, and handling customer complaints with tact and patience.
- Ability to establish and maintain effective working relationships.
- Problem-solving abilities and capacity to adapt to advances in technology.
- Strong oral and written communication skills.
- Ability to adhere to safety policies and guidelines.
- Physical ability to sit for 76-100% of the time, stand and walk for 26-50% of the time, and perform other physical activities as needed.
- Ability to move objects using up to 25 pounds of force occasionally.
Education and Experience
- High school diploma or equivalent.
Compensation
- Pay Range: $55,000 to $60,000 annually (commensurate with experience)
- Benefits: Includes group health insurance (major medical, vision, dental), defined benefit pension plan, Social Security, and more. Detailed information available at hr.cityofomaha.org.
Application Process
- Applications must be submitted online via the City of Omaha website.
- Ensure all required materials and supplemental forms are received by the City of Omaha Human Resources Department by the stated deadline.
- Confirm receipt of application materials by contacting the Human Resources Department.
Additional Information
- Veteran Points: Not applicable.
- Examination Information: No examination required for this position.
- Conditions of Employment: Proof of U.S. citizenship or authorization to work, and successful completion of criminal background review, reference check, and if applicable, credit check. Additional pre-employment screenings may be required.
- Reasonable Accommodation: The City of Omaha provides disability-related accommodations during the job application or selection process upon request.