Permit Service Supervisor

Job Title : Building Permit Supervisor

This is a specialized technical supervisory position that provides supervision and support to Permit Service Specialists and Building records staff, support to the Building Official and other building staff, acts as a liaison for customers in the building permit process; as well as, assist in the processing and monitoring of building permits and associated items within the Community Development Department.

An incumbent in this classification supervises the building permitting operations to ensure superior customer service is delivered while permits are processed in a timely, efficient, and transparent manner. Emphasis of the work involves scheduling and assigning tasks to staff, oversight of daily operations to ensure procedures are followed for processing permits, running reports for both departmental monitoring and outside agencies requirements, and monitor and track performance measures.

This position requires the ability to work in a fast-paced environment and use tact and independent judgment to address escalated or unusual situations that require more advanced knowledge of policy and procedure to resolve. The incumbent is also responsible for coordinating information between other divisions and departments throughout the City.

Supervision is exercised over Permit Service Specialists and Building Division Records staff through the observation of daily operations, customer service, audits of work performed, conferences with personnel, achievements of stated expectations and goals, and adherence to City and departmental practices and policies.

This position is expected to work with minimal supervision and make independent work decisions based on experience and knowledge of departmental operations. Supervisor intervention may be necessary in extreme or unusual situations, difficult technical information requests, policy, or procedural matters. The incumbent will be held responsible for effective, professional, and administrative management of permitting operations by the Building Official.

The incumbent's work is reviewed through observation of operations, personal conferences, achievements of stated expectations and goals, customer service, and adherence to City and departmental practices and policies.

Supervises assigned staff including creating schedules, assigning tasks, approving time cards and time off, monitoring employee performance, and performing employee evaluations.

Monitors performance measures and runs associated reports.

Assists staff during daily operations where necessary and monitors workflow progress.

Facilitates superior customer service and conveys information to contractors, design professionals, homeowners, business owners, residents, and various other individuals concerning the status of their permits via telephone, email, and the front counter.

Ensures all Permit Service Specialists tasks are properly staffed to ensure adequate coverage of daily operations.

Assists permit service specialists in the review of permit applications, plans, and related documents submitted by contractors, design professionals, homeowners, business owners, and various other individuals for completeness and the minimum submission requirements and determines the correct permit type the applicant should apply for. This includes both hard copy and electronic submittals.

Serves as a project liaison for larger projects, special projects, and for customers needing assistance in the building permit process.

Serves as the City permitting liaison with the Broward County Alliance and represents City at professional meetings.

Assists, when necessary, to input or verify permit application data in the City's computer system for both paper permits and electronically submitted permit.

Manages the daily deposits for the Building Division.

Maintains processes and procedures for permit processing, cashiering, and records retention.

Evaluates work flow processes for improvements and recommends changes to senior staff.

Coordinates with the appropriate review agencies (specific disciplines within the Building Division, Fire Department, Planning Division, Engineering Division, Landscaping and additional Departments or agencies) and routes plans for review to these agencies.

Manages contracts for various services required within the Division.

Promotes teamwork across the Division and Department.

Notifies appropriate parties involved in the plan review and permit application process of status throughout process, including but not limited to reviewers, applicants, and home owners.

Assists with verifying fees, creating invoices, and collecting fees related to permitting within the Department.

Assists with processing approved plans for issuance and issues plans once all required fees are collected.

Coordinates with Broward County Property Appraiser improvements associated with taxable value.

Assists permit service specialists with scheduling inspections and routing telephone calls regarding inspection time frames and questions.

Manages Public inquiries; ensures responses are in a timely manner.

Educates customers in permitting procedures and explains actions required for permitting processing.

Demonstrates a polite, helpful and courteous manner when engaged in any activity involving the public while demonstrating an understanding, consideration, and respect for cultural, religious and gender differences.

Interacts and consults with a variety of individuals and groups in the performance of job responsibilities, including City personnel in various departments, outside agencies, property owners, business owners, community groups and others.

Assists public with account registration for e-Permitting system.

Assists with special projects, research, and produces reports as required.

Performs related work as required.

Graduation from an accredited high school / vocational school or G.E.D. equivalency.

Proof of education must be submitted as an attachment with application. (Applications without attached proof of education will not be processed for consideration.)

Extensive administrative experience, preferably in the area of construction permitting and public interaction.

Supervisory experience preferred.

Experience in customer service that deals directly with the public.

Proficiency in Microsoft Word, Excel, and Outlook required; Must pass Word and Excel assessment.

Experience with Tyler Energov software preferred.

Light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and / or pulling of objects and materials up to thirty (30) pounds. Descending and climbing stairways and extended periods of sitting and standing may be required.

Work is performed primarily in a standard office environment. Tasks are regularly performed without exposure to adverse environmental conditions.

The ability to perceive and differentiate visual cues or signals. Tasks require the ability to communicate orally and in writing.

Knowledge of the ordinances, rules, and regulations that pertain to the issuing of permits.

Knowledge of the costs and fees pertaining to each type of permit.

Knowledge of modern office practices, procedures and equipment.

Considerable skills in the operation of computers, Microsoft Office and department software.

Ability to meet the general public and contractors and explain permitting information and processes tactfully and impartially, sometimes in a stressful or emotional situation.

Ability to plan, organize, and supervise the work of assigned employees in a manner conducive to acceptable performance and high morale.

Ability to analyze detailed information effectively in order to resolve permitting issues.

Ability to establish and maintain effective working relations with employees, builders, contractors, property owners, and representatives of commercial, industrial, and utility companies.

Ability to extract, analyze, and report on performance related data in writing.

Ability to work in a fast-paced environment and use tact and independent judgement to address escalated situations.

Ability to communicate clearly and concisely.

Ability to understand and carry out complex oral and written instructions.

Ability to make decisions in accordance with procedures, laws, and regulations and apply them on the job.

Ability to review staff's daily payment batches for accuracy and rectify discrepancies.

Ability to monitor deadlines, prioritize workload, and shift priorities as needed to meet operational needs of department for permit service specialist staff and plan records staff.

Ability to prepare and maintain a variety of detailed and accurate records and reports.