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Job Field: Office Jobs
Location: PORTLAND, WA
Salary: $-
Job Type: Full Time

JOB SUMMARY:

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               <td align="left"><font style="font-size: 100%;">***REGISTRATION in iMatchSkills ( www.worksourceportlandmetro.org ) NEEDED FOR REFERRAL TO THIS POSITION***    REQUIREMENTS:  * 5 years of Management Experience  * 311 Call Center implementation project management Experience  * PMI Certification  * Documented experience working with municipal governments  * General understanding of 9-1-1 and public safety dispatch operations  * Demonstrated technical expertise with CRM Systems  * Understand CRM and its relationship to a 311 Center  * Understand the architecture of connections between all participating agencies  * Excellent documentation and reporting skills  * Excellent verbal and written communication skills   * Proficiency with Microsoft Word, Excel, Power Point and Project software    JOB DUTIES:  * Facilitate the City's goal to implement a 311 Customer Service Center that transitions the City to a new generation of technology that centralizes citizen requests and responses through a comprehensive public sector and citizen focused customer service center. The City anticipates that the successful consultant will provide services in three phases. Phase 2 and the retention of the Project Manager, is predicated upon the successful completion of Phase 1, and Phase 3 and the retention of the Project Manager, on the successful completion of Phase 2.    Phase 1 ' Assessment. Phase 1 is focused on establishing the business case for implementation of Portland 311. A comprehensive analysis of the City's 'As Is' call taking environment will be conducted, a 'To Be' citywide service delivery model will be recommended, and the City's readiness, capabilities, and capacity to implement the recommended model will be assessed.  Phase 2 ' Implementation Plan. Based on the recommendations produced during Phase 1, a detailed implementation plan will be developed. The plan will identify activities, tasks, timing, resources, responsibilities, budget, change management strategies and risk mitigation requirements for successful deployment of the 311 Call Center.  Phase 3 ' Project Management Services. Upon the City's determination to go forward with the recommendations of Phases 1 and 2, Phase 3 will commence. The Implementation Plan developed in Phase 2 will be activated, resulting in mobilization of resources toward successful design, development, and deployment of the Portland 311 Call Center.    EMPLOYER COMMENTS:  Seeking proposals from product neutral individuals, firms, teams or consultants, hereafter called Proposer(s), with demonstrated technical experience and project management skills in implementing 311 customer service centers, to perform a comprehensive assessment/evaluation of the City's organization, infrastructure, and business processes as it relates to customer service functions and what would be required to perform a phased implementation of a world class consolidated 311 call center.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             </font></td>
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KEY REQUIREMENTS:

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60 Months