# Constituent Services Manager

*/JobTypes/Constituent_Services_Manager*

## Neighborhood

### Related (staff)

- [Office of the Mayor](/Departments/Office_of_the_Mayor) — staff · Departments
- [Mayor Office](/Departments/Mayor_Office) — staff · Departments

### Related (delivered by)

- [Revise constituent strategies, objectives, and plans based on metrics](/Processes/Revise_constituent_strategies,_objectives,_and_plans_based_on_metrics) — delivered by · Processes
- [Establish service levels for constituent](/Processes/Establish_service_levels_for_constituent) — delivered by · Processes
- [Gather and solicit post-service delivery feedback on city services](/Processes/Gather_and_solicit_post-service_delivery_feedback_on_city_services) — delivered by · Processes
- [Measure and evaluate constituent service operations](/Processes/Measure_and_evaluate_constituent_service_operations) — delivered by · Processes
- [Perform constituent needs analysis](/Processes/Perform_constituent_needs_analysis) — delivered by · Processes
- [Identify constituent demographics](/Processes/Identify_constituent_demographics) — delivered by · Processes
- [Establish constituent management measures](/Processes/Establish_constituent_management_measures) — delivered by · Processes
- [Assess constituent needs and align to city capabilities](/Processes/Assess_constituent_needs_and_align_to_city_capabilities) — delivered by · Processes

### Required knowledge

- [Supervision Practices](/Knowledge/Supervision_Practices) — requires knowledge · Knowledge
- [Personnel and Human Resources](/Knowledge/Personnel_and_Human_Resources) — requires knowledge · Knowledge
- [Constituent Service Operations](/Knowledge/Constituent_Service_Operations) — requires knowledge · Knowledge
- [Agency Referral Channels](/Knowledge/Agency_Referral_Channels) — requires knowledge · Knowledge
- [Government Casework Procedures](/Knowledge/Government_Casework_Procedures) — requires knowledge · Knowledge
- [Data Privacy Regulations](/Knowledge/Data_Privacy_Regulations) — requires knowledge · Knowledge
- [Constituent Service Protocols](/Knowledge/Constituent_Service_Protocols) — requires knowledge · Knowledge
- [Constituent Casework Practices](/Knowledge/Constituent_Casework_Practices) — requires knowledge · Knowledge
- [Government Agency Structures](/Knowledge/Government_Agency_Structures) — requires knowledge · Knowledge
- [Service Level Standards](/Knowledge/Service_Level_Standards) — requires knowledge · Knowledge
- [Government Agency Services](/Knowledge/Government_Agency_Services) — requires knowledge · Knowledge
- [Personnel Supervision](/Knowledge/Personnel_Supervision) — requires knowledge · Knowledge
- [Casework Referral Pathways](/Knowledge/Casework_Referral_Pathways) — requires knowledge · Knowledge

### Perform

- [Handle Escalated Constituent Cases](/Tasks/Handle_Escalated_Constituent_Cases) — perform · Tasks
- [Assign work to staff to obtain maximum utilization of personnel.](/Tasks/Assign_work_to_staff_to_obtain_maximum_utilization_of_personnel.) — perform · Tasks
- [Coach and train constituent services representatives](/Tasks/Coach_and_train_constituent_services_representatives) — perform · Tasks
- [Coordinate referrals with partner agencies](/Tasks/Coordinate_referrals_with_partner_agencies) — perform · Tasks
- [Maintain case-handling procedures and templates](/Tasks/Maintain_case-handling_procedures_and_templates) — perform · Tasks
- [Monitor case resolution timeliness and quality](/Tasks/Monitor_case_resolution_timeliness_and_quality) — perform · Tasks
- [Report team caseload status to leadership](/Tasks/Report_team_caseload_status_to_leadership) — perform · Tasks
- [Coach staff on case handling](/Tasks/Coach_staff_on_case_handling) — perform · Tasks
- [Monitor case resolution timelines](/Tasks/Monitor_case_resolution_timelines) — perform · Tasks
- [Report service metrics to leadership](/Tasks/Report_service_metrics_to_leadership) — perform · Tasks
- [Supervise constituent services representatives](/Tasks/Supervise_constituent_services_representatives) — perform · Tasks
- [Track Team Performance Metrics](/Tasks/Track_Team_Performance_Metrics) — perform · Tasks
- [Review Escalated Cases](/Tasks/Review_Escalated_Cases) — perform · Tasks
- [Monitor Casework Queues and Aging](/Tasks/Monitor_Casework_Queues_and_Aging) — perform · Tasks
- [Maintain Service Procedures](/Tasks/Maintain_Service_Procedures) — perform · Tasks
- [Coordinate with Partner Agencies](/Tasks/Coordinate_with_Partner_Agencies) — perform · Tasks
- [Coach Caseworkers on Resolution](/Tasks/Coach_Caseworkers_on_Resolution) — perform · Tasks
- [Assign and Balance Caseloads](/Tasks/Assign_and_Balance_Caseloads) — perform · Tasks

### Requires ability

- [Time Management](/Ability/Time_Management) — requires ability · Ability
- [Coordination](/Ability/Coordination) — requires ability · Ability
- [Judgment and Prioritization](/Ability/Judgment_and_Prioritization) — requires ability · Ability
- [Social Perceptiveness](/Ability/Social_Perceptiveness) — requires ability · Ability
- [Oral Expression](/Ability/Oral_Expression) — requires ability · Ability
- [Information Ordering](/Ability/Information_Ordering) — requires ability · Ability
- [Problem Sensitivity](/Ability/Problem_Sensitivity) — requires ability · Ability

### Required skills

- [Procedure Maintenance](/Skills/Procedure_Maintenance) — requires skill · Skills
- [Escalation Handling](/Skills/Escalation_Handling) — requires skill · Skills
- [Caseload Assignment](/Skills/Caseload_Assignment) — requires skill · Skills
- [Team Coaching](/Skills/Team_Coaching) — requires skill · Skills
- [Quality Monitoring](/Skills/Quality_Monitoring) — requires skill · Skills
- [Conflict Resolution](/Skills/Conflict_Resolution) — requires skill · Skills
- [Caseload Balancing](/Skills/Caseload_Balancing) — requires skill · Skills
- [Performance Coaching](/Skills/Performance_Coaching) — requires skill · Skills
- [Process Adherence Monitoring](/Skills/Process_Adherence_Monitoring) — requires skill · Skills
- [Queue Management](/Skills/Queue_Management) — requires skill · Skills
- [Team Supervision](/Skills/Team_Supervision) — requires skill · Skills

### Uses software

- [Constituent Relationship Management System](/Software/Constituent_Relationship_Management_System) — uses software · Software
- [Microsoft Teams](/Software/Microsoft_Teams) — uses software · Software
- [Microsoft Outlook](/Software/Microsoft_Outlook) — uses software · Software
- [Microsoft Excel](/Software/Microsoft_Excel) — uses software · Software
- [Salesforce](/Software/Salesforce) — uses software · Software
- [Intranet Quorum](/Software/Intranet_Quorum) — uses software · Software

### Engage in

- [Monitor case resolution timeliness and quality](/Activities/Monitor_case_resolution_timeliness_and_quality) — engage in · Activities
- [Allocate casework across the team](/Activities/Allocate_casework_across_the_team) — engage in · Activities
- [Handle escalated constituent cases](/Activities/Handle_escalated_constituent_cases) — engage in · Activities
- [Assign and Balance Caseloads](/Activities/Assign_and_Balance_Caseloads) — engage in · Activities
- [Coach Caseworkers on Resolution](/Activities/Coach_Caseworkers_on_Resolution) — engage in · Activities

### Type of

- [First-Line Supervisors of Office and Administrative Support Workers](/Occupations/First-Line_Supervisors_of_Office_and_Administrative_Support_Workers) — type of · Occupations
- [Social and Community Service Managers](/Occupations/Social_and_Community_Service_Managers) — type of · Occupations

### Problems this exposes

- [tracking open casework against agency response SLAs to know when to escalate](/Problems/tracking_open_casework_against_agency_response_SLAs_to_know_when_to_escalate) — exposes problem · Problems
- [deduplicating the same constituent contacting multiple offices/channels](/Problems/deduplicating_the_same_constituent_contacting_multiple_offices%2Fchannels) — exposes problem · Problems
- [routing a constituent request to the correct federal/state agency contact relies on tribal knowledge](/Problems/routing_a_constituent_request_to_the_correct_federal%2Fstate_agency_contact_relies_on_tribal_knowledge) — exposes problem · Problems
- [casework intake (immigration, benefits, agency liaison) logged in disparate systems with no unified status](/Problems/casework_intake_(immigration,_benefits,_agency_liaison)_logged_in_disparate_systems_with_no_unified_status) — exposes problem · Problems