Carlsbad – California

The City of Carlsbad is ideally situated in north San Diego County where great climate, beautiful beaches and lagoons, and abundant natural open space combine with resorts, family attractions, well planned neighborhoods, excellent schools and a charming village atmosphere to create the ideal California experience. Covering nearly 40-square miles the city is approaching buildout and is currently home to about 113,000 residents.

The Position:
This position is unique in that it manages the customer relations related to development services across several different divisions including Planning, Building, Land Development Engineering, Economic Development and Fire Prevention. The primary responsibility is to ensure customer service in the general day-to-day operations of the counter while coordinating the more complex technical issues within each of the department areas. This person is also expected to manage priority development projects and be a primary point of contact between city staff and developers. Customer relations issues are resolved either personally by this position or with the assistance with other city staff. Although this position oversees the operations and supervision of the counter staff, the overall supervisory responsibility is shared with the employees’ individual departments.

The Development Services Manager will manage and coordinate the Development Services function, supervise staff and activities pertaining to the receipt, processing and issuance of development approvals and permits. The position also manages records for Development Services counter operations, provides backup support at the front counter and uses a high level of professional and technical judgement to ensure customer satisfaction while maintaining the city’s exceptional development standards. The position is a member of the department’s leadership team and is expected to participate in strategic planning efforts and drive initiatives that will improve the quality of the development experience for both staff and customers.

Save the Date:
Panel Interviews are tentatively scheduled for 8/21/2017

Key Responsibilities:
Supervise the daily work activities: organize, prioritize, and assign work; monitor status of work in progress and inspect completed work; confer with assigned staff, assist with complex situations and provide technical guidance; coordinate or conduct staff training activities. Provide backup to front counter services when needed. Review and/or recommend actions or modifications on projects to correct defects or inadequacies in order to facilitate project compliance and approval.

Develop and maintain customer service standards; ensure customers receive and resolve timely assistance and accurate information; receive complaints; and resolve difficult situations with customers; assist in the development of performance measures and standards. Develop, update, and implement policies, procedures and practices that ensure effective and efficient counter operations. Oversee the management of records, files and databases, including monitoring computer systems to track the progress of development permits. Conduct research and prepare staff reports and correspondence related to the effectiveness and status of permit procedures.

Lead and manage review teams for priority development projects from concept to occupancy including establishing clear timelines and guidelines for completion of projects on schedule and as agreed.

Coordinate activities and plan review processing with other city staff and staff from other agencies including counter technicians, planners, inspectors, building officials, engineers, fire inspectors and others; assists other Divisions and Departments, including Planning, Building, Public Works, Fire and Finance in providing information and answering inquiries regarding various projects, fees, plans examination, code interpretations, standards, internal divisional policy and procedures, and fees.

Consult and advise design professionals, developers, engineers, contractors, building inspectors and the general public regarding applicable codes, ordinances, standards, and compliance; and attend community meetings and make oral and written presentations as requested on the development permit process.

Provide strategic input and insight into departmental operations across multiple divisions including the appropriate incorporation of technology into services, anticipating changing needs and expectations of customers as well as anticipating changes to rules and regulations based on future development needs.

Perform other related duties as assigned

To perform a job in this classification, an individual must be able to perform the essential duties as generally described in the specification. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties in a specific job. The requirements listed below are representative of the knowledge, skill and/or ability required.

Knowledge of:

  • Principles and practices of permit processing, development services operations and administration as practiced in municipal organizations.
  • Applicable federal, state, and city codes, regulations, and policies related to assigned work.
  • Principles and practices of supervision and management.
  • Automated reporting systems, spreadsheets, and computer applications.
  • Methods and techniques of research, analysis and report presentation.
  • Customer service skills and practices.
  • Project Management.
  • Organizational and professional development principles and practices.

Ability to:

  • Manage and supervise development services counter operations.
  • Understand the practices, standards, processes and related technical aspects of development permitting in counter operations.
  • Monitor and analyze systems and procedures to determine compliance with applicable codes, regulations and policies.
  • Coordinate, analyze and reconcile complex customer service issues.
  • Supervise, evaluate and train counter staff in effective customer service operations.
  • Exercise sound judgment to determine compliance with existing codes and regulations.
  • Maintain records and logs; prepare clear and concise reports, correspondence and other written materials.
  • Use computer applications to assist in performing duties, e.g., word processing, spreadsheets, permits processing applications, database and presentation applications.
  • Communicate effectively, both orally and in writing.
  • Establish, maintain and foster positive working relationships with those contacted in the course of work.
  • Work well under pressure to meet deadlines.

Experience & Education:
Any combination equivalent to experience and education that could likely provide the required knowledge and abilities would be qualifying. A typical way to obtain the knowledge and abilities would be:

A bachelor’s degree in Public or Business Administration; supplemented by four (4) years of experience performing permitting work or in a regulating environment; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job. Progressive supervisory experience is required.