311 Citizen Advocate I

$52,121 yearly
  • City of Elgin
  • Elgin, IL, USA
  • Jan 23, 2023
Full time Communications & Marketing Community Engagement Other (Please Specify)

Job Description

Under general supervision from the Neighborhood Service Manager - 311, the Citizen Advocates I receive and process telephone calls from the general public requesting government services and information in a professional and courteous manner. Incumbents diagnose the type of service that is being requested and determines what City services are available to successfully handle the request.


  • Receive calls from the general public for the purpose of obtaining City services or information.
  • Assess what type of service is being requested by analyzing information obtained and determining what City services are available to successfully handle the request.
  • Provide appropriate assessment to caller by providing the prospective department's contact information, a transaction tracking number and transferring the call to such department.
  • Enter caller information such as name, address, phone number, nature of request, etc. (into the Salesforce.com) application.
  • Assist in the training of Citizen Advocate Trainees on how to appropriately receive, assess and route telephone calls from the general public.
  • Advise repeat callers of the projected service and time completion status of their request. Make queries of central database for information on individual service requests.
  • Transfer calls for fire or emergency assistance to 911. (Fire and Emergency Dispatch) Advocates must maintain a knowledge and understanding of policies and procedures for the 311 Call Center
  • Listen, type and speak at a computer terminal for prolonged periods of time
  • Uphold confidentiality of information
  • Utilize a multi-screen computer system, mouse, phone system and headset while receiving calls from the public.
  • Other job related duties as assigned.


  • Knowledge of telephone and multi-screen computer communications systems as well as principles, methods and techniques needed to operate equipment utilized by the 311 Call Center.
  • Ability to deal courteously, effectively and tactfully with the general public and others while under pressure over a voice telecommunication system when dealing with escalated or difficult calls
  • Ability to receive instructions in how to determine what different kinds of City services are available and how to differentiate such services when handling questions or information requests from the general public
  • Ability to operate a computer terminal and keyboard while you listen, type and speak at the same time
  • Must be able to speak with a pleasant and clear voice Ability to record data accurately within limited time periods
  • Ability to decipher, understand and process complex request for City services and information
  • Work harmoniously and cooperatively with others
  • Be attentive to detail.
  • Provide complete, accurate information to all incoming callers regarding City information Attempt to resolve customer questions and complaints before escalating to a team lead supervisor
  • Ability to add content to the FAQ database under the supervision of the Neighborhood Services Manager - 311
  • Solicit additional work from peers or supervisors during off-peak periods such as data analysis and reporting
  • Be able to respond to scheduling demands and changes
  • Attend and make presentations at community and board meetings as needed Represent 311 at various community festivals and public relations opportunity venues. Must possess a high school degree or equivalent
  • Must have two to four years of call center (customer service) experience, in either a public or private sector setting
  • Strong expertise with a variety of reporting and analytical software applications Understanding of ACD and IVR usage
  • Speak, read, and write Spanish fluently preferred.
  • Perform related duties and responsibilities, as assigned.