Constituent Services Specialist

El Paso County (CO); Colorado Springs (CO); Presencial; USD 62.000 - 75.000; Jornada completa

Descripción de la vacante

El Paso County seeks a Constituent Services Specialist to coordinate timely responses to resident inquiries on behalf of the Board of County Commissioners. You will gather information, draft communications, and coordinate with departments to provide accurate, neutral, and professional responses.

You will track inquiries, support proclamations, and assist with CORA requests while maintaining confidentiality and trust with citizens and elected officials.

Formación

• High school diploma or equivalent required.
• Three years of experience in a high-volume, public contact environment.
• Experience in constituent response generation and dissemination.

Responsabilidades

• Serve as a point of contact for constituent inquiries directed to the Board of County Commissioners.
• Review inquiries, clarify questions, and coordinate with departments to gather accurate information.
• Draft correspondence explaining policies, services, processes, and decisions in clear, accessible language.
• Maintain a neutral, professional approach while handling sensitive concerns with tact and confidentiality.
• Prepare proclamations and coordinate inviting speakers and comments in support of proclamations.
• Manage CORA requests and report trends to leadership.

Conocimientos

Customer service

Communication skills

Written communication

Research abilities

Discretion

Neutrality

Educación

High school diploma or equivalent

Associate degree substitution for experience

Bachelor’s degree substitution for experience

Herramientas

Microsoft Office

Descripción del empleo

Help Constituents Navigate County Government and Find Answers

Do you have a passion for public service, strong communication skills, and the ability to handle sensitive inquiries with professionalism and diplomacy? Join El Paso County’s Government Affairs team as a Constituent Services Specialist, where you’ll coordinate timely, accurate responses to resident inquiries on behalf of the Board of County Commissioners.

In this role, customer service is central to your work. You’ll serve as a point of contact for residents who reach out to the Commissioners, gathering information to address their inquiries and coordinating with County departments and other agencies to obtain answers. You’ll help constituents navigate County departments and services while representing the Commissioners’ policy direction and communicating on their behalf. Through research, proactive follow-up, and thoughtful correspondence, you’ll explain County policies, processes, and decisions with tact, discretion, and neutrality while working within the policy parameters of the applicable elected official.

This position is ideal for someone who listens carefully, asks thoughtful questions, and takes ownership of coordinating inquiries from receipt through response. You’ll need sound judgment, strong writing skills, and the ability to explain the County’s position on a variety of issues. Success requires balancing competing priorities, maintaining professionalism, providing courteous service, and communicating accurate information while respecting the authority and responsibilities of the Commissioners and County departments.

What You’ll Do

• Serve as a point of contact for constituent inquiries directed to the Board of County Commissioners.
• Review inquiries, clarify questions, and coordinate with appropriate departments or agencies to gather accurate information.
• Track inquiries and follow up on outstanding items to support timely, complete responses.
• Draft correspondence on behalf of the Commissioners that explains County policies, services, processes, and decisions in clear, accessible language.
• Maintain a neutral, professional approach while handling sensitive concerns with tact, discretion, and confidentiality.
• Coordinate the preparation of proclamations for the Board of County Commissioners, including reviewing requests, gathering relevant information, drafting language for review and approval, and inviting guests to offer comments in support of proclamations.
• Identify recurring questions and concerns to keep County leadership informed.
• Prepare reports and other communications and support the coordination of Colorado Open Records Act (CORA) requests.

If you excel at clear communication, dependable follow-through, and collaborative problem-solving, bring your skills to El Paso County to provide responsive constituent service to the citizens of El Paso County.

Hiring Range: $62,000.00 –$75,000.00 annually

Due to the nature of the role and its operational responsibilities, this position is not eligible for a hybrid or remote work schedule, as it requires full-time, on-site presence. Monday-Friday, 8:00 am–5:00 pm, subject to change. Evenings and/or weekends may occasionally be required.

Please be advised this position may close without advance notice, should we receive a sufficient number of qualified applications.

Responsible for managing the receipt and response of citizen inquiries and requests on behalf of the Board of County Commissioners. Reviews and summarizes a variety of complex information for dissemination. Develops correspondence on complex issues/topics. Employment is subject to the terms, conditions, and policies detailed in the Personnel Policies Manual (PPM). This position requires regular in-person presence as an essential job function.

• Supports El Paso County residents and elected Commissioners by managing a diverse array of citizen inquiries. Utilizing discretion, proactively responds to such inquiries with tact and within the policy parameters of the applicable elected official.
• Plans, organizes, executes, and advises on appropriate communication strategies and tactics as it relates to constituent response. Independently creates written correspondence on behalf of leadership and elected officials, including letters, explanation of complex policy, reasoning for decisions, and State law.
• Stays abreast of emerging issues, votes, and other current events to anticipate and prepare for future citizen requests. Responsible for advising leadership and elected officials on how decisions may be received by the public, media, or stakeholders.
• Responsible for establishing and maintaining trust and positive relationships within all applicable elected officials and departments to efficiently manage and proactively communicate the progress of citizen requests.
• Collaborates and builds strong working relationships with applicable departments/offices to retrieve and communicate timely information to the public.
• Creates and maintains a database of constituent inquires/requests, tracks status/progress, and communicate trends to leadership.
• Researches, analyzes, summarizes, and regularly reports a variety of complex fiscal, statistical, and other information related to the program; compiles reports and correspondence and disseminates to the appropriate internal or external stakeholder(s).
• Works closely and strategically with appropriate parties as it relates to open records requests governed by the Colorado Open Records Act (CORA).
• Assists with Board of County Commissioner Proclamations, tribute letters, or certificates of appreciation including scheduling, drafting, suggesting and inviting guest speakers and securing approval in accordance with County policies.
• Serves as a Commissioner liaison with other County offices, departments, divisions, and external agencies.
• Performs other duties as assigned.

Supervision Exercised

This classification does not have supervisory authority; however, may be required to provide expertise or limited guidance or direction to employees, such as overseeing work quality, training, and guidance. Typically serves as a subject matter expert on the scope of functional area.

Supervision Received

Receives general supervision. This classification typically performs job duties by following established standard operating procedures and/or policies. Regular direction, guidance, and coaching from supervisor may be expected. There is a choice of the appropriate procedure or policy to apply to duties. Performance reviewed periodically.

Knowledge, Skills & Abilities

• Knowledge of pertinent Federal, State, municipal, and other local laws, codes, and regulations.
• Knowledge of government, public policy, the role of elected officials, and how decisions impact the lives of citizens.
• An in-depth understanding of El Paso County government, its mission, departments, and legal parameters.
• Maintain a high degree of confidentiality, attention to detail, and exceptional organizational skills.
• A strong command of the English language, including proper usage, spelling, grammar, and punctuation.
• Ability to work with and establish genuine rapport and trust with citizens, elected officials, executive staff, and other County staff members. Ability to provide excellent customer service.
• Ability to self-motivate, organize projects, and complete assigned tasks, frequently under deadline pressure.
• Ability to respond in a flexible manner and reprioritize as situations change.
• Ability to assess situations and make prudent and appropriate decisions, resolve conflict, and solve problems.
• Proficiency with standard office equipment and applications, including Microsoft Office products.
• Maintain regular and punctual attendance.

Required Education & Experience

• High school diploma or equivalent education.
• Three years of experience in a high-volume, public contact environment.
  • Associate’s degree in a related field may substitute for one year of the required experience.
  • Bachelor’s degree in a related field may substitute for two years of the required experience.
  • Education substitutions are not cumulative; only the highest qualifying degree will be considered.
• Experience in constituent response generation and dissemination.

Preferred Education & Experience

• Bachelor’s degree in political science, English, or business administration.
• Experience working for an elected official, in a government office, or related field.
• Constituent services experience in a federal, state, local, or appointed official office

Pre-Employment Requirements

• Must pass conditional post offer background investigation and drug screen.

Duties are primarily performed in an office environment.

The classification specification above is intended to describe the general nature of work, key responsibilities, and minimum qualifications. Minimum qualifications reflect the baseline experience required for the classification. Departments may establish additional or preferred qualifications to address operational needs, assignment complexity, and specialized functions, provided such qualifications are job-related, consistent with the intent of the classification, and as approved by the Human Resources department. Specific job assignments, duties, education, experience, licenses/certifications, and working conditions may vary based on the department or office's needs and the requirements of the assigned position. Changes to this classification specification may only be made by the Human Resources Department.