Assistant Program Manager

Job Description:

SUMMARY

Working under the direction of City Utilities Engineering - Program Manager Development Services (DVS), the incumbent is responsible for the implementation, training and monitoring of the routing and plan review project management processes, as well as system administration of the ACCELA Land Use Permitting DVS Module for the Utility. ACCELA is the primary routing project management tool for City of Fort Wayne and Allen County Departments (including City Utilities) and is used for tracking and managing all new residential and commercial development, remodel, food service establishments and non-capital development project work including routing and plan reviews, developer contracts, project fees, inspections, and final-approved developer project and contract documents prior to construction.

Incumbent manages the development and implementation of software applications tracking private development approval permits and other processes. Coordinates and oversees all activities of internal and external (engineering firms, contractors, developers, etc.) users and the oversight of overall Utility data collection and tracking and reporting within the ACCELA Land Use Permitting system. Additionally, the incumbent shall be involved with multiple aspects of the mission of the Development Services group, including but not limited to all plan routing-submittal type/permit review, providing/collecting/processing fees; initiating new residential/commercial accounts; providing information/responses; performing research; solving problems; special projects; Septic Elimination and Water Connect Program activities; electronic document conversion, and general office administration. At times, the incumbent maintains absolute confidentiality of work-related matters.

The incumbent is expected to exercise good judgment, independence, initiative, and professional expertise in conducting day-to-day operations. All work duties and activities must be performed in accordance with the City and Utility's safety rules and operating regulations, policies and procedures as well as federal, state, and local regulations.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the ability to interact with the public, City incumbents, and outside agencies and internal team members with patience, tact, respect, professionalism, and the following. Other duties may be assigned.

PLANNING/IMPLEMENTATION

• Manages plans to provide adequate human and financial resources to meet current and future program needs;
• Manages the development and maintenance of project management/performance management methodology to track the effectiveness of the ACCELA software and project management practices;
• Supports development of various technical and procedure manuals;
• Assists in development of document management policies and standard electronic organization structures;
• Develops and maintains project management and productivity tracking systems and reporting using ACCELA including assisting DVS Program Manager in the development of key performance indicator "dashboard" metrics;
• Works with ACCELA Super User Committee / System Administrator support staff to plan, develop and incorporate office support workflows and processes.
• Develops and performs surveys to gather feedback/input from internal ACCELA users;
• Research and provides recommendations for best practices and industry standards for data sharing, electronic organization, documenting workflows and processes and staff engagement.
• Monitors system performance tracking programs related to capacity and service availability;
• Manages development and implementation of a link between ACCELA documents and PMIS digital library to automate the push of final project documents from ACCELA to related PMIS developer projects.
• Assists Program Manager with coverage, special projects, research, data collection, data analysis, process improvements and reporting as needed;
• Performs other duties as assigned.

INFORMATION/COMMUNICATION

• Manage, supervise, assign, monitor progress and ensure the quality of work performed by Development Services and GROW / Admin program staff;
• Serves as the primary contact to address ACCELA issues and concerns from end users - including primary contact to submit ACCELA service tickets on behalf of CUE/DVS and provides support as the ACCELA system is upgraded;
• Represents Development Services at ACCELA Super User meetings;
• Provides support to DVS Program Manager / Management to prepare items for ACCELA related meetings such as Permit Leadership Team (PLT) and Joint Permit Oversight Board (JPOB);
• Works with and coordinates with City and County IT, ACCELA and sCube (software vendor) to assure all systems communicate and function as efficiently together as possible;
• Provides recommendations for policy on ACCELA use;
• Manages the development of standard ACCELA user SOPs / work instructions, report templates, training curriculum and associated user manuals for internal and external users;
• Provides formal and informal training for all ACCELA end users and oversight of project and routing and permitting staff work processes;
• Facilitates ACCELA User Group meetings and workshops;
• Coordinates and cross-trains with PMIS administrator to optimize integration of ACCELA and PMIS;
• Trains staff and implement systems, standard procedures and workflows;
• Establishes and maintains effective working relationships with team members, developers, contractors, engineers, City and County staff, government officials and the general public;
• Manage the process of responding to questions and requests for information received from walk in customers including tracking and reporting walk in performance results;
• Assists with RFP/RFQ for plan review and inspection services;
• Perform duties of subordinates as necessary;
• Communicates effectively orally and in writing;
• Handles complaints and problems professionally and tactfully;
• Performs other duties as assigned.

OPERATIONS/WORKFLOW AND PROCESS MAINTENANCE

• Assists as cross-trained Accela Land Use Permitting System (ACCELA) DVS administrator.
• Assists as cross-trained person to post information onto Accela Citizens Access (ACA) portal for CU Development Services site/page.
• Manages CU Engineering Development Services SharePoint site as Development Services SharePoint administrator.
• Posts and maintains current information on CU Development Services website/webpage.
• Assists in coordinating communication efforts with stakeholders.
• Documents existing ACCELA workflows and procedures and develop new workflows and best routing plan review policies and procedures and assists with implementation;
• Ensure that all necessary final approved/close out routing plan review / develop project documents are uploaded and stored in the ACCELA system;
• Provides quality assurance and control of ACCELA database content;
• Manages implementation of information technology-related systems and processes including but not limited to ACCELA, ACCELA ACA web portal, PMIS, permitting, asset management system and electronic plan submittal;
• Develops and maintains accurate, current ACCELA reports, Ad Hoc and Accela Insight system reports;
• Assists Program Manager / Management with Development Services performance reporting and presentations;
• Keeps abreast with relative technological advances;
• Performs duties in accordance with City of Fort Wayne safety rules and operating regulations.
• Manages, coordinates, maintains, and provides updates on CU Engineering Development Services form templates, procedures, and manuals such as, but not limited to, the DVS Procedures Manual, work instruction documents on a near-continuous frequency and as revisions are identified.
• Assists with development project file merging, purging, and coordination efforts for offsite file inventory with team members as needed.
• Assists in maintaining Utility standards, specifications, and standard operating procedures;
• Advise and assist with the development and modification of utility standards, specifications, policies, procedures and rules & regulations for water, sanitary sewer and stormwater utilities;
• Provides backup and support for Development Services for permitting workload related and fee related processes;
• Performs other duties as assigned.

PERFORMANCE EXPECTATIONS

The incumbent is responsible to manage their performance in accordance with this job description and the performance expectations provided to them by management. If at any time the incumbent is unsure of their role or specific responsibilities, it is the incumbent's responsibility to refer to their job description and ask for clarification from their supervisor. Management will work with the incumbent, as needed, to ensure performance expectations are clearly communicated and performance goals are achieved.

SUPERVISORY RESPONSIBILITIES

Position provides assistance to the DVS Program Manager for the overall direction, coordination, supervision and evaluation of subordinate employees in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; performance appraisals; compensating and disciplining employees in accordance with the city policies and procedures; addressing complaints and resolving problems.

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