Evanston, IL – Service Desk Officer I 311

Salary Range: $22.251 – $32.551/ hourly
*Starting salary is dependent upon qualifications, but in most cases is no higher than the midpoint for range.

NATURE OF WORK:
These positions provide the first-line non-emergency response to citizens requesting information or service
from the City. Using a variety of computerized systems to answer questions, employees will provide accurate
information, generate reports, and maintain records; explain and interpret general departmental policies to
inquirers on the phone; provides support services to field units. Employees must utilize excellent
communication skills, written, verbal and listening skills in order to determine the appropriate manner in which
to respond to a call; must be tactful yet firm in enforcing appropriate departmental policies and procedures.
Employees must possess excellent customer services skills and appropriate telephone etiquette. This
position work shifts, which will include weekends and holidays, is uniformed, and may be subject to voluntary
and mandatory overtime as dictated by the supervisor.

ESSENTIAL FUNCTIONS (Specific assignment will include some or all of the following):
• Answers, screens, and routes, when necessary, non-emergency telephone calls for information or service.
• Explains City procedures and services; addresses information requests accurately, professionally, and
within departmental and City standards.
• Receives and logs complaints from the public concerning city services and operations.
• Identifies problem situations and utilizes different methods of problem solving.
• Solicits information to determine appropriate resources needed to respond to requests for service.
• Handles multiple tasks within appropriate time frames and operating procedures.
• Receives calls for service and inquiries regarding routine repair or maintenance and emergencies for the
City.
• Determines nature and location of problem, response priority level, and delivers a response or distributes
information to appropriate personnel.
• Initiates various paper or electronic service requests for emergency and non-emergency calls for service.
• Distributes information electronically, via fax or copies through interoffice mail and direct delivery to
departments.
• Maintains service request logs, access database(s) and Excel records relating to service requests.
• Coordinates inter-departmental information disbursement via email, radio, and telephone communications.
• Receives after hour phone calls for city departments providing both general and specific information to
callers regarding city services and public or special events. Provides street directions and truck route
information to callers.
• Notifies other jurisdictions or agencies of hazards, routing requests for service, or coordination of efforts
required for situations within the city limits or surrounding areas.
• Files, indexes and performs related clerical tasks.
• Assists with various projects or special assignments as needed including training of new employees.
• Attends functions outside of the 311 Center and promotes 311. This may include outdoor activities.
• Performs other related duties as assigned.

MINIMUM REQUIREMENTS OF WORK:
• Must possess a High School Diploma, GED, or higher; some college education is preferred.
• Must possess three (3) or more years of work experience working in a fast paced, highly structured
customer service environment.
• Must possess a valid driver’s license and a safe driving record.
• Must be able to type a minimum of 25 words per minute.
• Evanston residency preferred but not required.
• Knowledge, skills, and abilities in the following areas:
o Working knowledge of customer service principles and techniques.
o Ability to effectively communicate and calm irate citizens, while still obtaining the necessary information
to solve problems, defuse emotional situations, respond appropriately to emergency/non-emergency
requests and calls.
o Ability to read and comprehend manuals, general orders, laws, and legal documents.
o Ability to write reports and memos using proper format, punctuation, spelling and grammar, using all
parts of speech in a manner understandable to the receiver.
o Knowledge and use of computer systems, and ability to be trained in department-specific software and
hardware.
o Ability to coordinate information from a variety of sources, compile into appropriate format; interpret
according to policies, practices and procedures.
o Ability to work effectively with employees at all levels within the organization; ability to identify problems
and best possible resolutions to problems.
o Knowledge of social media, including Facebook and Twitter and ability to LiveChat and text.
o Knowledge of radio procedures and rules.
o Knowledge of City departments and their responsibilities.
o Knowledge of geographic features and streets within the service area.
o Knowledge of office procedures and practices.
o Ability to exercise good judgment and make sound decisions.
o Ability to understand and follow oral and written instructions.
o Ability to work on various tasks simultaneously.
o Ability to work various shifts as assigned.

PHYSICAL REQUIREMENTS OF WORK:
Medium work, exerting up to 10 pounds of force frequently and/or up to 25 pounds of force occasionally, and/or
a negligible amount of force constantly to move objects. Work is mainly indoors, but will include outside duties
with Mobile 311.

NECESSARY SPECIAL REQUIREMENTS:
• Must submit to and successfully pass the following: typing test, polygraph examination, psychological
examination, criminal background check and medical/drug testing.
• Must be able become proficient with computer and/or web-based systems such as PAL (permit software),
CITY WORKS (asset management software) Utility billing software CRM System Service
Request/Workflow Management Software, and Internet research, Computer Based Phone System

SUPERVISION:
Work is performed under the general direction of the 311/Service Desk supervisor. The employee is
responsible for completing work according to Departmental and City work rules and safety regulations. Work is
reviewed through ongoing observation, written and verbal communications, meetings and feedback from the
supervisor and from other City employees. Guidance is provided through rules and regulations, policies and
procedures, Personnel Rules and FOP contract. Additional guidance is provided through state statutes, City
ordinances and standard operating procedures. Work is evaluated at least annually for quality of tasks,
adherence to work rules, and performance in accordance with classification standard.

PUBLIC CONTACT:
This position is consistently and continuously interacting with members of the public and other City
employees. Employee will interact with irate and emotional customers.

SELECTION METHOD TYPE OF ELIGIBILITY LIST LIFE OF ELIGIBILITY LIST
Category Group Two Years
Typing/Computer & Internet Testing – Pass/Fail
Call Center Assessment—Pass/Fail
Structured Oral Interview/Observation – Pass/Fail
Background Investigation – Qualifying
Polygraph Assessment – Qualifying
Psychological Assessment – Qualifying

To apply for this position, please apply online at www.cityofevanston.org on or before the closing date.

Chosen candidates will be required to provide proof of licenses, certifications, and education required
for this position. Candidates will also be subject to qualifying pre-employment processes, including
medical examination, drug/alcohol screen, employment verification, and criminal background check.
The City of Evanston is an equal opportunity employer and ensures against discrimination in employment on
the basis of a person’s race, color, sex, age, religion, disability, national origin, ancestry, sexual orientation,
marital status, parental status, military discharge status, source of income, housing status, or gender identity.
The City of Evanston is also committed to accessibility for persons with disabilities. Any person needing
mobility or communications access assistance should contact Human Resources at 847-448-8204 (voice) or
847-866-5095 (TTY)