City of Richmond - Utilities Director of Citizen Service and Response in Richmond, Virginia

The purpose of the class is to improve the overall citizen experience and satisfaction with core service provided by the City of Richmond and its agencies, and develop and implement citizen engagement strategies which align with the One Richmond Mission. Oversees all aspects of supporting and augmenting citizen services and response strategies and programs within City agencies with the goal of improving citizen satisfaction and ensuring that problems brought to the City get addressed quickly and professionally. Provides innovative visioning for the future of the Department and the leadership necessary to realize that vision department-wide. The position works within broad policy and organizational guideline, independently plans and implements projects and reports progress of major activities through periodic conferences and meetings.


  • Exercised: Classification typically supervises
  • Received: Typically reports to Chief Administrative Officer
  • Note: Other reporting relationships may apply

**Please note that this is an unclassified position. The selected candidate will serve at the will of the appointing authority. City residency is required within one year of employment.__

Example of Duties:

The City of Richmond is seeking to fill the position of Director to lead the Department of Citizen Service and Response. The selected candidate will be responsible for developing and implementing strategic plans while leading the department as it works to enhance the overall citizen experience with the City and its agencies.

Duties include, but are not limited to:

  • Developing and implementing measures and reports detailing the nature of citizen information/ service requests and the responses provided by City departments fulfilling citizen request for information and services (other than the Department of Public Utilities);
  • Gathering and analyzing citizen/customer information and service request data identifying service trends and service delivery improvement opportunities for the City to ensure that City services are proactive in meeting citizens'/ other customers' needs;
  • Evaluating and implementing technologies which enhance the City's interaction with citizens/other customers requesting services or information from the City;
  • Measuring, analyzing and reporting on citizen satisfaction with City services and implement strategies for improvement;
  • Managing and operating the City's 311 non-utility call center;
  • Collaborating with City agencies and various stakeholder groups to make it easier for citizens to access and receive service from the City;
  • Providing regular periodic reports and statistics on call center trends and service response trends to the Chief Administrative Officer and Appointing Authorities/ Agency Heads;
  • Monitoring operational controls to ensure key Department measures and standards are met;
  • Planning corrective actions for goals not met;
  • Overseeing budget preparation and spending for the Department andjustifying variances;
  • Resolving human resource issues such as grievances and disciplinary action;
  • Recommending and changing policies, procedures, training practices, accountability activities, organizational structure and staffing patterns;
  • Attending meetings and making presentations and recommendations to City Council, serving on various tasks groups and committees and attending community meetings as needed;
  • Performing other tasks consistent with the mission of the Department, or assigned by the Chief Administrative Officer.
Qualifications, Special Certifications and Licenses:

Minimum Qualifications Requires Bachelor's degree or training equivalent to four (4) years of college education in Communication, Mass Communication, Marketing, Public Relations, Business Administration, Public Administration, Liberal Arts, or any related field.

Requires ten (10) years of experience in Mass Media/ Communication, Marketing, civic interaction and response, public administration, business, operations or related fields including five (5) years in managerial capacity.

An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification.

No Special Licenses or certification required.

Preferred Qualifications The preferred candidate will have a background in marketing, public relations, strategic planning and implementation in addition to strong leadership skills. Demonstrated experience analyzing data and making logical strategic conclusions and decisions is a must. The selected candidate should have the ability to serve in an advocacy capacity for the citizens of the City of Richmond and build internal and external relationships that will facilitate enhanced customer experiences throughout City service.

Americans with Disabilities Act Requirements:


Physical and dexterity refers to the requirement for physical exertion and coordination of limb and body movement.

Requires sedentary work that involves walking or standing some of the time and involves routine keyboard operations.


Environmental hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.

The job risks no exposure to environmental hazards.


Sensory ability refers to hearing, sight, touch, taste, and smell required by the job.

The job requires normal visual acuity, and field of vision hearing, and speaking.


The City of Richmond, Virginia is an Equal Opportunity Employer. ADA requires the City to provide reasonable accommodations to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations.

Job Title: Director of Citizen Service and Response

Closing Date/Time: Continuous

Salary: $3,561.62 - $5,620.31 Biweekly $92,602.00 - $146,128.00 Annually

Job Type: Full-Time

Location: City Hall, 900 East Broad Street, Richmond, Virginia

Department: Citizen Service & Response