Permit Services Manager

City of Mercer Island•Mercer Island, WA

2d•Onsite

About The Position

The Permit Services Manager is responsible for managing permit services for the Community Planning & Development (CPD) department for the City of Mercer Island. Work involves customer service and information distribution at the permit counter; intake, routing, and issuance of development applications; and implementation and maintenance of online permitting systems and permit tracking databases. Position typically supervises employees and schedules day-to-day work activities to provide optimum efficiency and productivity. Position requires a general understanding of the assigned function or business area.

Requirements

Bachelor’s degree in related field
Five (5) years directly related permitting experience including some lead worker experience
Completion of NIMS ICS-100, 200, and 700, within first six months of employment
Knowledge of municipal codes related to permits, zoning, non-technical building codes, and other related regulations and ordinances
Knowledge of computer applications including MS Word and Excel as well as substantial experience with electronic permit tracking systems and electronic records systems
Knowledge of principles, practices, methodologies, and techniques utilized to effectively manage and motivate a diverse workforce
Skill in customer service including effectively using tact, patience, and courtesy
Skill in the use of Microsoft Office products (Word, Outlook, and Excel) and applicable department / organization-specific software and ability to learn and become proficient in the use of other specialized software as may be required
Skill in adapting to a changing work environment, competing demands, and ability to deal with frequent change, delays, or unexpected events
Skill in developing, managing, and interpreting budgets, contracts, and fiscal and financial reports
Ability to clearly communicate and understand information in English, both orally and in writing
Ability to lead and motivate others to achieve goals
Ability to establish and effective working relationships with a variety of people and personalities
Ability to read, interpret, and explain maps, codes and regulations, policies and procedures, blueprints, and legal descriptions
Ability to plan and organize many and varied work assignments and to complete work within established schedules and deadlines
Ability to effectively present information and technical advice to City leadership and/or all relevant parties
Ability to show attention to detail and ability to perform various tasks while subject to interruption
Ability to effectively solve problems and deal with conflict in stressful situations at times
Ability to independently perform regular and recurring complex work according to established procedures
Ability to use critical thinking skills to arrive at solutions and suggest improvements to processes
Ability to correctly interpret and efficiently implement all applicable policies and procedures
Ability to formulate, initiate, and administer policies and procedures for effective fiscal control
Ability to manage multiple priorities to ensure that deadlines are met and to set priorities that move projects through efficiently to achieve customer and quality objectives
Ability to establish and maintain effective working relationships with those interacted with during work regardless of race, color, religious creed, national origin, ancestry, sex, sexual orientation, gender identity, age, genetic information, disability, political affiliation, military service, or diverse cultural and linguistic backgrounds
Ability to commute independently to and from work and arrive punctually for designated work schedule (virtually or in person), including to community meetings and events

Nice To Haves

Knowledge of the City of Mercer Island, its citizens, City departments, and the construction work on the Island is desired

Responsibilities

Oversees work of permit services staff to ensure procedural compliance, quality control, and timely completion of work products related to plan routing, over-the-counter permit issuance, and customer service
Coordinates daily inspections with inspectors and schedules pre-application, permit intake, and pre-construction meetings
Develops, recommends, and implements procedural changes affecting workflow and permitting system; coordinates with other City departments as needed
Implements and maintains online permitting systems; participates in the MyBuildingPermit.com Program Team; provides recommendations for online permitting procedure/improvements
Prepares a variety of statistical, financial, and administrative reports
Prepares legal documents; provides sufficiency review for permit applications
Organizes and maintains database to ensure that reporting functionality meets department needs
Reviews, routes, and issues permit applications for various City teams, including right-of-way use, stormwater, site development, clearing and grading, building, plumbing, electrical, mechanical, and land use permits
Assists and trains CPD staff on use of database and permitting systems; provides quality control of process and data entry
Assists with the administration and maintenance of applicable permit database system
Assists with the maintenance and improvement of forms, handouts, and web content to ensure consistent and accurate department messaging
Assists with document management procedures and activities
Maintains performance bonds and other financial guarantees and deposits
Interprets information for customers about basic construction/design requirements, land-use related procedures, development standards and process information, permit costs, and other procedural issues
Provides a variety of specialized and detailed information regarding permit requirements to developers, architects, contractors, engineers, realtors, and the public; acts as liaison and contact for larger developments
Tracks and answers questions related to status of permit applications; contacts applicant when permit is ready for issuance; communicates regarding status of permits
Informs or instructs customers regarding public records; distributes customer-oriented informational literature; develops and maintains manuals and packets
Calculates and collects permitting fees due using applicable software and cash register
Serves as primary liaison and permit coordinator for larger development projects
Responds to inquiries, questions, and comments from the general public per established standards and protocols; responds to and resolves difficult and sensitive citizen inquiries and complaints
Maintains strict confidentiality of restricted information
Attends and participates in professional group meetings; stays abreast of new trends and best practices
Ensures adherence to all established City policies, procedures, and protocols
May be required to attend evening and/or weekend meetings and events based on organizational responsibilities and/or requirements
When required, responds to Emergency Operations Center to support the City’s response during an emergency and fulfills requested Incident Command System (ICS) role
Reviews and evaluates work methods and procedures and meets with management staff to identify and resolve problems
Assesses and monitors workload; identifies opportunities for improvement and implements changes
Selects, trains, motivates, and evaluates personnel; provides or coordinates staff training; works with employees to correct deficiencies; makes recommendations regarding discipline and termination
Participates in the development and administration of the departmental budget; approves the forecast of funds needed for staffing, equipment, materials, and supplies; approves expenditures and implements budgetary adjustments as appropriate and necessary