Constituent Engagement and Services Manager - MOCRS

OPEN:   January 29, 2024

CLOSE:   Open until filled

POSITION:    Constituent Engagement and Services Manager - Mayor's Office of Community Relations and Services (MOCRS)

SALARY:  Excepted Service Grade 7 ($93,118 to $116,483)

INTRODUCTION:

The Mayor's Office of Community Relations and Services (MOCRS) enacts resolutions to issues facing residents efficiently and proactively, through collaborative partnerships with District of Columbia Government agencies, offices or elected officials and a relentless commitment to the betterment of our community.  The Director of the Mayor's Office of Community Relations and Services (MOCRS) is an appointed member of the Bowser Administration, and serves as a member of the Mayor's Cabinet.

MOCRS  empower residents to participate, lead and organize efforts to better their community by way of community engagement, training, service, philanthropy, conflict resolution, mentorship, advocacy and coalition building in all 8 Wards of Washington, DC.  Learn more about MOCRS here.

Constituent Engagement and Services Manager

A new addition to team MOCRS, the Constituent Engagement and Services Manager will represent the Executive Office of the Mayor in handling constituent issues and work under the supervision of the Director of MOCRS.   The CSL will serve as the primary manager of constituent engagement and service coordination in their assigned Ward, and will manage a Ward Engagement Team, including Community Outreach and Relations Specialists (MOCRS) and Assistant MOCRS.  

MAJOR DUTIES AND RESPONSIBILITIES:

• Lead a Ward Engagement Team in identifying and serve as one of the Mayor's primary representatives to address constituents issues. 
• Coordinate effective and timely response to individual constituent inquiries, concerns, and requests for assistance (in person, via phone, email, and mail) within assigned Ward.
• Assist constituents with addressing a range of concerns including, but not limited to housing, health care, social service, education, environment, and economic development issues
• Maintain relationships with District stakeholders, Council, Advisory Neighborhood Commissions (ANC), government agencies, community boards, block/tenant associations, non-profit organizations etc., to ensure responsiveness to constituent concerns and quality service delivery
• Monitor and track constituent correspondence and related engagements in online database
• Conduct follow-up with relevant agencies to track progress and ensure resolution on all requests, providing thorough oversight from initial contact to final case closing
• Provide periodic reports for the District Director on active and pending cases in assigned issue areas, and updates documenting agency responses to inquiries and requests
• Identify emerging community issues and assess cases for trending problems which may require more in depth coordinated response or policy action, and make recommendations to help guide the office’s response, as appropriate
• Represent the Mayor and District government at select events and community meetings throughout assigned Ward. 
• Work in collaboration with various units within the Mayor's Office and Distirct government, to resolve constituent issues and to assist with planning and implementation of community outreach activities,  meetings and other office-sponsored forums
• Draft memoranda, and reports documenting community engagement conducted in the Ward,
• Responsible for organizing D.C. residents and neighborhood business representatives into citizen involvement groups for the expressed purpose of participating in programs and other activities under the auspices of the District government which are designed to enhance the quality of life at the neighborhood level.
• Acts as a focal point for citizen contact by providing for information referrals on agency activity development projects to citizen groups and other concerned individuals.
• Ensures that timely responses are made to citizen complaints and inquiries via spot-checking and/or field trips.
• Maintains close working relationships with resident and commercial development councils, housing commissions and citizen participation advocates, which serve the District of Columbia.
• Performs other related duties as assigned.

REQUIREMENTS AND RELEVANT EXPERIENCE

• A minimum of three (3) years management /supervisory or leadership experience, including volunteer, community group and employment activities 
• Demonstrated knowledge of the constituent, programs and services provide by and for residents of the District of Columbia.
• Strong and demonstrated knowledge of the District's government and private sector groups such as civic organizations and ANC's with direct connections/engagement to each.
• Knowledge and understanding of the District's residents and neighborhood business representatives with demonstrated past experience in linking citizen involvement groups to the District government.
• Ability to communicate well, both orally and in writing, to a variety of audiences, including local, state, regional, and federal agency officials; technical staff; and organizations and individuals regarding community relations efforts. 

We are seeking a dynamic individual with exceptional organizing and problem solving skills.  If you're interested, please upload your credentials.   

DOMICILE REQUIREMENT:

District law requires that each new appointee to the Excepted and Executive Service either: (1) be domiciled in the District of Columbia at the time of appointment; or (2) establish District domicile within one hundred eighty (180) days of appointment.  The law also requires that Excepted and Executive Service employees maintain District domicile during the period of the appointment.  Failure to maintain District domicile during the period of the appointment will result in forfeiture of employment.