#04 - PW Operational Assessment Recommendation

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20 CITY OF LAKE ELMO, MN the controls of heavy equipment. This is likely not the highest and best use of the already busy Director’s time. (To be sure, the fact that the Director feels the need to work in the field indicates that the Operators are understaffed.) The “Position Details" section of the Director’s job description does not address the role of public communication. Raftelis recommends that the Director’s job description be reviewed and edited to reflect the need for executive-level work within the Department. This review should de-emphasize duties and skills more in-line with Operators. Rather, it should stress expectations related to leading the strategic direction of the Department and specifically add language regarding coordinating communications with the public. In the project team’s interviews, there was a consistent theme about a lack of communication that exists within the Department relative to the strategy and relevance of work staff is expected to do. There is also a significant need for effective communication and customer service between the Department and the community, notably in response to public inquiries about water quality. When combined with the addition of staff noted in Recommendation 4, the organization should rework the Director’s job description to identify the executive components of the position to emphasize the importance of communication and providing strategic direction to the Department and the public. This can help advance the professionalization of the Department as well as its standing with the public and other stakeholders. Recommendation 7: Hire an Administrative Assistant to help with administrative needs The City previously had an Administrative Assistant who was allocated 0.4 FTE to the Department and recently left their position. This had an impact on Department operations, which require administrative and clerical support, especially from someone knowledgeable about public works operations. Efficient organizations thrive when employees can perform at their highest levels. In the absence of administrative support, these more clerical tasks must be taken on by either the Director or the Assistant Director. Raftelis recommends that this position be filled with at least 0.5 FTE allocated to the Department. Over time, and with the right candidate, this individual could be provided with sufficient duties to warrant a full 1.0 FTE allocation to the Department. Ideally, the new hire should have experience in public works or utility operations. Additionally, this individual must be capable of learning and operating new software applications and be able to read maps using Geographic Information Systems (GIS), which, with the work plan and growth of the City, will be increasingly critical to efficient Department operations. As such, the more proficient the candidate is in computer usage, the greater the role they will be able to take on within the Department. The potential duties the Administrative Assistant could help with is listed below:  Customer Service: Responding to phone and email inquiries  Park Reservations: Managing reservations  Data Entry: Updating spreadsheets (e.g., backflow preventer tests, well logs, fluoride reports)  Permit Processing: Handling road right-of-way and temporary parking permit applications  Communication Management: Taking calls/emails, resolving routine queries, and forwarding them to appropriate departments  Minutes and Agendas: Creating and distributing minutes for park commissions and safety committees, updating agendas and meeting reminders  Website and Document Updates: Updating public works web pages, printing records/maps, and editing forms/documents  Complaint Resolution: Handling minor complaints (e.g., garbage, tree issues, mailbox damage) and directing them appropriately  Fuel and Equipment Records: Entering maintenance data into software and generating fuel reports