Constituent Services Associate - DBNS

City of Indianapolis; Indianapolis (IN); On-site; USD 36,000 - 46,000; Full time

Job summary

The City of Indianapolis Department of Business & Neighborhood Services is seeking a Constituent Services Associate to be the public-facing first contact in the lobby. You will handle inquiries in person, by phone, and by email, assist with license and permit scheduling, and support payment processing and records handling across multiple sections.

Key duties include researching public records requests, coordinating with internal teams, and helping train new staff.

Qualifications

• High School Diploma or GED and at least two (2) years of work experience in a position that required expertise in customer service, conflict management, public administration and/or interpretation and application of technical content.
• Any combination of education and/or related work experience totaling two (2) years is acceptable.
• Bilingual or multilingual preferred.
• Prior knowledge of records retention policies.
• Prior knowledge of FileNet, Accela, UScan, and Kofax Capture software.

Responsibilities

• Provides excellent customer service to all members of the public via telephone, email, and in-person in the DBNS Lobby.
• Assists members of the public with scheduling appointments to process licenses applications, permit requests, and more through a scheduling application.
• Utilizes an information repository to answer questions and share information about DBNS processes, resources, and points of contact to members of the public.
• Processes payments of applications, licenses, violations, and any other payment types submitted via drop-off and delivery service.
• Researches, compiles, and resolves public records requests, and interacts with the public on these requests as needed.
• Sorts, prepares, scans, and indexes records received by all sections of the department.
• Coordinates with RICOH and organizes all incoming mail for the department for section pick-up.
• Ensures that microfilmed files are kept and maintained in an orderly fashion.
• Resolves internal requests for records and/or special scanning projects.
• Assists in the training of new Constituent Service Associates.

Skills

Customer service

Communication

Conflict resolution

Public administration

Records management

Education

High School Diploma or GED

Tools

FileNet

Accela

UScan

Kofax Capture

Job description

Overview

Agency Summary The purpose and mission of the Department of Business & Neighborhood Services (DBNS) is to protect and improve the quality of life of persons and animals in the City of Indianapolis. DBNS is the City of Indianapolis and Marion County’s principal department responsible for business licenses, residential and commercial permits, and the enforcement of the Revised Code of Ordinances of the Consolidated City and County. The department also oversees operations at the city’s animal shelter, Indianapolis Animal Care Services. DBNS is able to do this by cultivating a productive, collaborative, and compliant work environment in order for our workforce to meet the needs of the constituents of Indianapolis and Marion County.

Job Summary

The Constituent Services Associate (CSA) is the customer’s first point of contact when visiting the Department of Business & Neighborhood Services Lobby. This position is responsible for managing all initial in-person customer inquiries received and will communicate and coordinate with internal sections and external customers via telephone and email daily. The CSA performs some information/form intake, as well as proper cash-handling procedures for customer payments. This position is also responsible for records processing and management, including researching and resolving public records requests. This function is essential to maintaining accurate records and supporting the work of the entire department.

Equal Employment Opportunity

The City of Indianapolis Marion County is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. We value diversity in perspectives and experiences among colleagues and the residents of this city of whom we serve.

Position Responsibilities

• Provides excellent customer service to all members of the public via telephone, email, and in-person in the DBNS Lobby.
• Assists members of the public with scheduling appointments to process licenses applications, permit requests, and more through a scheduling application.
• Utilizes an information repository to answer questions and share information about DBNS processes, resources, and points of contact to members of the public.
• Processes payments of applications, licenses, violations, and any other payment types submitted via drop-off and delivery service.
• Researches, compiles, and resolves public records requests, and interacts with the public on these requests as needed.
• Sorts, prepares, scans, and indexes records received by all sections of the department.
• Coordinates with RICOH and organizes all incoming mail for the department for section pick-up.
• Ensures that microfilmed files are kept and maintained in an orderly fashion.
• Resolves internal requests for records and/or special scanning projects.
• Assists in the training of new Constituent Service Associates.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary from time to time.

Qualifications

High School Diploma or GED and at least two (2) years of work experience in a position that required expertise in customer service, conflict management, public administration and/or interpretation and application of technical content. Any combination of education and/or related work experience totaling two (2) years is acceptable.

Preferred Job Requirements

• Bilingual or multilingual
• Prior knowledge of records retention policies.
• Prior knowledge of FileNet, Accela, UScan, and Kofax Capture software.

Working Conditions

Work is predominately spent in office settings. Position will have to attend some evening council meetings, and the occasional neighborhood meeting. Some local travel will be required for press events and other off-site meeting needs.

Physical Conditions

• Sitting at a desk the majority of the day
• Tasks may involve extended periods of time at keyboard or workstation
• Occasional travel to meetings and events during the day, after hours and on weekends.

All rates are bi-weekly.

2026 Rate Sheet - To view our rate sheet, please copy and paste this link into your web browser: https://acrobat.adobe.com/id/urn:aaid:sc:VA6C2:67382b58-4d1a-4519-89d7-8453f91e19a1

Life Insurance Employee Only (rates per $1,000 per month):

Basic: Employer Paid

Additional

• Optional Life Insurance Employee Only (rates per $1,000 per month)
• 25-29 $0.058
• 30-34 $0.083
• 35-39 $0.099
• 40-44 $0.132
• 45-49 $0.223
• 50-54 $0.363
• 55-59 $0.600
• 60-64 $0.795
• 65-69 $1.329
• 70 + $2.054

Important Perf Update

For more information on eligibility options, refer to Proposal 21-288 https://bit.ly/3exq8yR

All employees hired/rehired after 1/1/2022 have a choice to select the PERF Hybrid plan (3% + Pension) or the INPRS My Choice: Retirement Savings plan (3% + 1% Contribution). The Hybrid plan consists of two components:

Annuity Savings Account (ASA) -This consists of the mandatory employee contribution of three (3%) percent of compensation (made for the employee by the City), plus interest credits or earnings. You're always vested in your ASA portion - it's always yours.

Pension - The pension portion of the retirement benefit is funded by contributions made by the employer over the course of the employee's career and separate from the annuity savings account. Employees enrolled in the PERF Hybrid plan are eligible for retirement benefits at age sixty-five (65) if they have ten (10) or more years of creditable service. After June 30, 1995, employees may retire at age sixty (60) with at least fifteen (15) years of credible service or if the member's age in years plus the years of credible service equals at least 85 and the member is at least fifty-five (55) years of age. With fifteen (15) or more years of creditable service, the employee may retire as early as age fifty (50) with a reduced pension.

Employees hired/rehired by the City and County between 1/1/2017 and 12/31/2021 will be automatically enrolled in the PERF My Choice: Retirement Savings plan. This plan is an annuity savings account (ASA) only plan and does not have a pension component. Any service that an employee has in the My Choice: Retirement Savings Plan will not count toward the service time requirements for pension eligibility in the Hybrid Plan.

With the PERF My Choice: Retirement Savings Plan, the ASA is split up into two parts: Part one - This consists of the mandatory employee contribution of three (3%) percent of compensation (made for the employee by the City), plus interest credits or earnings. You're always vested in your ASA portion - it's always yours. Part Two - This Consists Of An Additional Variable Rate Contribution Paid By The City Toward Your ASA. This Variable Rate Contribution Is Currently 1% Of Your Gross Wages. Vesting In The Value Of The Variable Rate Employer Contribution Will Vary By Length Of Participation. You Are 20 percent vested after 1 full year of participation 40 percent vested after 2 full years of participation 60 percent vested after 3 full years of participation 80 percent vested after 4 full years of participation 100 percent vested after 5 full years of participation All employees hired/rehired prior to 1/1/2017 are grandfathered into PERF Hybrid plan. The Hybrid plan consists of two components: Annuity Savings Account (ASA) -This consists of the mandatory employee contribution of three (3%) percent of compensation (made for the employee by the City), plus interest credits or earnings. You're always vested in your ASA portion - it's always yours. Pension - The pension portion of the retirement benefit is funded by contributions made by the employer over the course of the employee's career and separate from the annuity savings account. Employees enrolled in the PERF Hybrid plan are eligible for retirement benefits at age sixty-five (65) if they have ten (10) or more years of creditable service. After June 30, 1995, employees may retire at age sixty (60) with at least fifteen (15) years of credible service or if the member's age in years plus the years of credible service equals at least 85 and the member is at least fifty-five (55) years of age. With fifteen (15) or more years of creditable service, the employee may retire as early as age fifty (50) with a reduced pension.

City Employees hired/rehired between 1/1/2017 and 12/31/21 that are members of the City AFSCME labor union can choose to enroll in either the PERF My Choice: Retirement Savings plan or the PERF Hybrid plan. Both plans are described above. Employees have 60 days to choose which option they want, and by state law this cannot be changed. If no choice is made, the employee will then be automatically added to the PERF My Choice: Retirement Savings plan.

The Indiana General Assembly has enacted a provision that allows public employees to make voluntary contributions in addition to the mandatory three percent (3%) contributions. Employees may contribute up to an additional ten- percent (10%) of their compensation per pay period to the annuity savings account. This means that the maximum level of contributions to the annuity savings account under this new provision is thirteen percent (13%) of an employee's compensation per pay period.

Employees who separate from the city within their first ten (10) years of employment need to contact INPRS - PERF regarding their ASA account.