Manager, Public Engagement and Connection Services
About The Position
The Municipality of Chatham-Kent has an opening for a permanent full-time Manager, Public Engagement & Connection Services with the Public Utilities Commission. The Manager, Public Engagement & Connection Services reports to Director of Engineering & Compliance within the Chatham-Kent Public Utilities Commission. This position leads customer-facing programs and public communications for Water and Wastewater Services. This role oversees customer and community programs (e.g., Inflow & Infiltration reduction, Water Audits/leak mitigation, conservation and outreach), GIS/Locates support for operations and customer service, water connection & services, backflow prevention and sewer use compliance, and coordinated complaint resolution - particularly with utility partners (e.g., Entegrus) and ratepayers. The Manager serves as the primary point of contact for customer advocacy, social media and public-facing communications, and stakeholder engagement, ensuring services are transparent, responsive, and aligned with regulatory and operational priorities. This position advances the customer experience, strengthens public trust, and supports operational excellence by translating community feedback into service improvements, while ensuring consistent messaging during routine operations and incidents.
Requirements
- Related college diploma or university degree (preferably in a Communication, Public Administration, Environmental, Science/Engineering, GIS, or related field), with six (6) to ten (10) years of related experience.
- Two (2) to four (4) years of experience in people leadership.
- Technical Skills: Familiarity with water/wastewater operations, Esri ArcGIS, CRM tools, MS 365, dashboards.
- Competencies: Communication, stakeholder engagement, analytical mindset, leadership
- Strong supervisory experience.
- Excellent verbal and written communication skills required.
- Strong computer skills including Microsoft Word, Excel, PowerPoint, Outlook, and Project.
Nice To Haves
- Thorough knowledge of current issues facing local government in Ontario, and particularly as they relate to the portfolio.
- Extensive leadership experience in municipal or broader public, private or voluntary sector environments.
- Extensive senior level experience with significant scope, complexity, and diversity of operations in a public or private sector environment.
- Knowledge of human resources management, financial management, project management, and policy development.
- Working knowledge of financial programs is an asset.
- Ministry of Environment Conservation and Parks (MECP) Water & Wastewater certification or licencing would be an asset
- International Association for Public Participation (IAP2) membership an asset
Responsibilities
- Demonstrate Chatham-Kent’s core values and competencies.
- Oversee the team’s delivery of water conservation and reduction programs
- Oversee the preparation of infiltration and inflow reduction programs.
- Oversee the creation and execution of drip irrigation agreements within the Municipality of Chatham-Kent.
- Monitor trends, emerging issues, and best management practices within the water and wastewater industry to ensure the division and organization are progressing in the appropriate direction.
- Collaborate with technical staff on technical requirements for development servicing and coordinate with other municipal departments as required.
- Oversee the petition policy for watermains and sanitary sewers
- Manage the damage prevention (utility locates) group to meet Ontario One Call requirements for the water distribution system, sanitary sewers, and storm sewers.
- Manage the Pollution Prevention Control Plan for the Municipality of Chatham-Kent.
- Oversee customer complaints and inquiries related to water and wastewater billing.
- Liaise with Entegrus on customer water and wastewater billing issues and new servicing.
- Serve as the main point of contact for customer and public engagement.
- Oversee the development and maintenance of policies related to water and wastewater servicing and connections.
- Lead the development, implementation, and continuous improvement of municipal water and wastewater programs.
- Create and analyze key performance indicators (KPIs) for municipal water and wastewater systems, including operational efficiency, regulatory compliance, infrastructure health, and customer service.
- Prepare reports for Commission/Council and memorandums for General Manager approval.
- Direct staff in delivering water and wastewater programs (e.g., inflow and infiltration reduction, water audits/leak mitigation, conservation, and outreach).
Benefits
- Participation in the OMERS pension plan (mandatory)
- Sick and vacation entitlements
- Comprehensive group benefits package (following successful completion of a 3-month waiting period)
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
