Public Information Officer (Citizen Engagement)

City of Lakewood - Denver, CO 80226

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The public information officer for citizen engagement handles all incoming concerns from resident that are directly related to the City Manager's Office and City Council. Council members call upon this position to handle requests for service from their constituents. The position also performs oversight and management of the service request program, preparing communication analysis of all activity within their ward. In addition, this position is responsible for engaging with residents through social media, the civics academy for residents, coordinating the citizen survey and providing support to the communications division as needed.

Essential Functions
-Manages the service request program by coordinating with other City departments, preparing response letters and e-mails on behalf of the City and the City Council and personally communicating with residents on a regular basis.
-Prepares reports on requests for service for use by City Council.
-Serves as an immediate contact for residents calling the City for assistance and serves as a representative of the mayor and City Council.
-Meets with residents to help resolve problems.
-Establishes and maintains close working relationships with all departments for managing residents' concerns, questions or requests for information.
-Brings appropriate staff from a variety of departments together to resolve problems.
-Manages citywide social media accounts engage residents on various community issues including responding to questions, concerns and requests for information through those sites.
-Anticipates community issues through feedback mechanisms both internally and externally and able to develop communication strategies for implementation
-Manages aspects of the service request system (including software).
-Develops proactive strategies with departments for resolution of residents' concerns.
-Leads and organizes community meetings when required.
-Coordinates the citywide Citizen Survey, requiring strong knowledge in constructing questions and using other tools to gather feedback from the community.
-Coordinates special projects or outreach efforts as assigned.
-Possesses strong writing skills with well-developed knowledge of grammar, style and storytelling and will providing writing support to the PIO for publications and as needed.
-Serves as a back-up for creation of electronic newsletters.
-Researches and analyzes policy related issues and suggests recommendations.
-Interacts with others in a positive manner.
-Requires regular and prompt attendance.

-Prepares wide range of communication including correspondences to residents individually and to the public in general.
-Fields complaints and works as intermediary between residents and service providers.
-Supports communication needs through writing, social media or digital engagement.
-Performs other duties as assigned.


Bachelor's degree in public affairs, journalism, communications, business or public administration from an accredited college or university, or an equivalent combination of education and experience.

Progressively responsible work experience involving a high degree of public contact and problem solving.


Other Knowledge, Skills and Abilities
-Exceptional interpersonal skills and effective oral and written communications skills.
-Active listening skills.
-Strong knowledge of or a quick learner of all City services.
-Ability to anticipate public's view of an issue and to respond accordingly.
-Ability to demonstrate good judgment and make decisions independently.
-Ability to work effectively while balancing conflicting priorities.
-Ability to work effectively with a wide range of people from all levels of the organization.
-Ability to handle upset or irate residents in a diplomatic, tactful way that builds credibility and understanding and prevents conflicts from escalating.
-Ability to demonstrate leadership and management skills.
-Ability to use social media tools effectively.
-Knowledge of and ability to use software, such as MS Word, Excel, etc.
-Ability to transport oneself to off-site locations.
-Background check required.

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