The work involves responsibility for the administration of the city’s service request system and for handling complaints involving City departments and agencies served by that system. The employee conducts investigations and follows up on all complaints received by the service request system. Under the supervision of an administrative superior with the Department of Public Works, an employee in this class provides informational services to the public regarding the functions and operations of City departments. The employee works independently and considerable latitude is given for the exercise of initiative and judgement. Significant departures from standard practices and procedures are referred to a superior for final decision. An employee in this class may exercise supervision over or direct work assignments of a small number of employees. Does related work as required.



Receives and investigates all complaints pertaining to city services through field inspections, interviews and other

sources of information.

Determines which complaints require personal attention and those that can be referred to appropriate department for immediate attention.

Provides information about city departments, takes complaints, and receives requests for service from the public, walk-in constituents, and other city departments.

Prepares complete and comprehensive field investigations and follow-up reports.

Prepares and maintains accurate and up-to-date files on all complaints received, action taken by department and final disposition.

Enters and maintains all complaints and service requests into the system including all follow-up bureau action and final results.

Refers cases to executive office for final determination where necessary.

Determines work assignments for litter crew and evaluates daily work progress.

Supervises temporary and summer employees assigned to the Information and Service Request Bureau.

Assists in training of new employees and temporary employees.

Issues and renews handicapped parking permits.

Uses a data entry terminal or personal computer for filing or obtaining information.

Responsible for making recommendations for better ways to utilize and improve current data and filing systems to improve function of the office and service to the community.



Good knowledge of city, county, state and federal services.

Good knowledge of principles, practices and methods employed in investigation.

Working knowledge of personal computer capabilities and operations.

Ability to meet and effectively deal with the public and other departments in a professional manner.

Ability to obtain information through interviews and observation.

Ability to establish effective working relationships with coworkers, superiors and the public.

Ability to interpret and apply laws, codes and regulations of department or agency under investigation.

Ability to prepare clear and concise reports.

Must have strong written and oral communication and personal relation skills.

Ability to assign, supervise and review the work of clerical employees.

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

Must have analytical and decision making skills.

Ability to supervise subordinates in a manner conducive to full performance and high moral.

Physical condition commensurate with the demands of the job.




  1. One (1) year of permanent competitive class status in the title of Clerk II or Typist II; or,

  2. Three (3) years of permanent competitive class status in the title of Clerk I or Typist I


Open Competitive:

A) Graduation from a regionally accredited college or university or one accredited by the New York State Board of Regents to grant degrees with an Associate's Degree; or,

B) Two (2) years of work experience, or its part-time equivalent, in investigation, customer service, or in a position that involved responding to people's needs in an advocacy role; or,

C) An equivalent combination of training and experience as defined by the limits of (A) and (B).


11/01 Revised