Planning & Permitting Ombudsman

JOB INFORMATION This para-professional position is responsible for assisting applicants through the planning, zoning and permitting process with a primary focus on homeowners, small businesses, and agriculture applicants.
This position has a primary focus of providing citizen and business response and value-added customer service by facilitating process improvements that result in user friendly processes both for customers and staff.
This position will provide direct assistance to the Small Business Navigator and to other departments to ensure ease in navigating County planning, zoning and permitting processes.
Supervision is received from the Planning and Permitting Deputy Division Director.
Non-exempt; full-time; 40 hours per week; Monday- Friday; 7:00 a.
m.
– 4:00 p.
m.
; full-benefits Frederick County Government recognizes the principles of diversity and inclusion, and strives to ensure equal opportunities for its workforce, applicants and community members.
If you are a person who wants to make a difference, give back to your community, and be a voice for change, apply to Frederick County Government today.
TOTAL COMPENSATION PACKAGE: Frederick County offers an extensive compensation package to reflect how much we value our employees.
The following is what you can expect in your first year as a full time benefited Frederick County Government employee.
11 days of Vacation leave with increase after 2 years of employment 15 days of Sick leave with unlimited annual carryover 11 paid scheduled holidays, plus 2 additional floating holidays Day 1 coverage of comprehensive Medical Insurance Plan option to include generous County HSA contribution (if enrolled in the high-deductible plan).
This is part of a full range of benefits including Dental, Vision, and Flexible Spending 100% County paid 2x annual salary Group Term Life Insurance benefit Work/Life balance programs include: Employee Assistance Program and Employee Wellness Program Generous Tuition Reimbursement Program County and Employee funded Defined Benefit Pension Plan Vesting after 10 years of service Additional service credit for eligible previous public service, military service, etc Other employee paid benefits such as Deferred Compensation Plan, Legal Resources, Supplemental Life Insurance, etc.
For more information, visit our benefits page on the Frederick County Government job opportunities webpage.
ESSENTIAL DUTIES AND JOB RESPONSIBILITIES Coordinate the technical and administrative aspects required for assisting homeowners, small business owners, and the agricultural community through the planning, zoning and permitting process Process all zoning certificate applications and other application types as required Act as primary point of contact for small businesses, homeowners and agricultural related applications that require assistance in understanding the application and approval process, submittal requirements and status of hold comments placed against an application Provide citizen and business response to questions, concerns and complaints about planning, zoning and permitting related matters Perform quality control and assurance reviews on applications received from homeowners, small business owners, and the agricultural community Act as the liaison for small businesses by coordinating with other agencies and customers for County and municipal nonresidential projects Identify barriers and obstacles of the planning, zoning and permitting process and assist in developing and streamlining processes to improve customer experiences Develop handouts and informational bulletins that outline the review and approval processes for applicants Advocate for the customer, answering questions, mediating complaints or issues and coordinating with various departments to make customer interactions as trouble-free as possible Investigate and resolve challenges applicants face while working through the planning, zoning and permitting application and approval processes; work closely with other agencies on behalf of those applicants Develop, compile and maintain statistical data related to the applications processes, permits and certificates issued Respond in a timely manner to business and general public inquires; coordinate with various agencies to research proposed business occupancy location Coordinate with the Small Business Navigator and permitting staff to aid small businesses in the completion of all necessary permits, licenses, and other required approvals Examine causes of customer service issues and provide recommendations to implement process improvements for applications, review procedures, and code revisions, etc.
Analyze existing and proposed programs, policies, and services to ensure their equitability and responsiveness to customer needs and achieving policy outcomes Develop and implement innovative programs and services targeted to specific customer needs Assist other staff in responding to emails and calls from applicants and other stakeholders Participate in pre-application meetings with business owners, contractors, and review agencies Perform other duties as assigned To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Any single position may not be assigned all duties listed below, nor do the examples cover all duties that may be assigned.
QUALIFICATIONS AND REQUIREMENTS The qualifications/requirements, knowledge/skills/abilities and physical demands or working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Associate’s degree Minimum 2 years of permitting, planning, zoning or development review processing work experience Minimum 2 years of administrative support work experience which includes some customer service work experience Intermediate skills in MS Office Suite OR High school graduation Minimum 3 years of permitting, planning, zoning or development review processing work experience Minimum 3 years of administrative support work experience which includes some customer service work experience Intermediate skills in MS Office Suite NOTE: A combination of education and work experience may be counted towards the overall requirements of this position KNOWLEDGE / SKILLS / ABILITIES: Ability to effectively communicate with general public on who have varying degrees of knowledge of permitting and development requirements Ability to effectively access and utilize MS Office Suite, email software, permit processing and application software and data management systems Ability to problem solve in order to resolve complaints and respond to inquiries from the public via email, phone and in person Strong attention to detail and the ability to work with sensitive information and maintain appropriate confidentiality Ability to effectively organize work, make independent decisions, determine priorities and complete assigned duties with minimal supervision in a fast-paced office, including the ability to make independent decisions and deal with problems and conflict situations Ability to assist staff when questions or issues arise Ability to work with management to improve service by developing and implementing changes to existing procedures/protocol Knowledge of and on all permitting types Considerable knowledge of the division and departmental procedures for application acceptance, submission and code requirements Knowledge of other county and local agency requirements Knowledge of the construction industry Strong and effective spoken and written (English) communication skills including the ability to clearly explain policies and procedures Ability to establish and maintain effective working relationship with co-workers, and general public, including the ability to maintain professional demeanor while dealing with upset individuals Skilled in organization and time management PREFERENCE MAY BE GIVEN FOR: Work experience in state or local government Degree received in a Business or Public Administration or related field PHYSICAL REQUIREMENTS / WORKING CONDITIONS: While working in this position, the employee is required to constantly sit, walk and perform repetitive motions While working in this position, the employee is required to constantly work indoors ADDITIONAL INFORMATION / EXAMINATION PROCESS Flexibility in routine work schedule to accommodate meetings, occasionally with short notice, at various times KIND OF EXAMINATION (may include): 1.
An evaluation of training and experience 2.
One or more interviews 3.
A pre-employment physical examination and drug test This description reflects management's assignment of essential duties; it does not proscribe or restrict the tasks that may be assigned.
Retirement Plan:A defined benefit retirement plan is provided for all regular County employees.
Employees are automatically enrolled in either the Uniformed Plan (5 year vesting) or the Non-Uniformed Plan (10 year vesting) depending upon position classification.
The majority of support for the plan is provided by the County; however, employees are required to make a mandatory pre-tax contribution towards their benefit.
Retirement benefits are payable at normal, early or delayed retirement.
Retirement benefits are also payable upon termination and in the event of death or disability.
Health Insurance:County employees have a choice of two medical insurance plans, an In-Network (HMO) Plan or a High Deductible medical plan with a Health Care Savings Account, to provide coverage for medical and surgical expenses, hospital and emergency care expenses, mental health expenses and prescription drugs.
The County and participants share in the cost of the health insurance with the employee having the benefit of pre tax contribution deductions.
Medical insurance goes into effect on the first day of active employment.
Dental Insurance: Employees may select coverage from one of three dental plan options, ranging from a PPO plan to a dental HMO plan.
Coverage includes preventive care, fillings, crowns, bridges and dentures, and the cost of dental insurance is shared by both the County and the employee.
Dental insurance goes into effect on the first day of the month that follows the eligible employee's completion of 30 days of active employment NOTE: Employees working 75% or greater of a 35 or 40 hour position are eligible for health & dental insurance.
Flexible Spending Accounts:The Flex Spending plan allows employees to pay health and day care expenses with pre-tax dollars.
Employees may set aside part of their salary in a special account that can be used throughout the year to reimburse themselves for out-of-pocket medical expenses.
The maximum contribution is $2,700 per year for Health Care Spending and $5,000 for Dependent Care Spending (work-related day care expenses).
Examples of expenses that can be reimbursed for Health Care Spending include, but are not limited to: deductibles, co-payments, dental fees, chiropractors' services, and eyeglasses / contact lenses.
Life Insurance:Employees are insured for 2 times their annual salary in case of death plus 2 times their annual salary for accidental death.
Employees do not contribute to the premiums for this coverage.
A Voluntary Life Insurance Program is offered to regular County employees.
The plan allows employees to purchase individually owned term life insurance for themselves, spouses and dependents.
Savings Plan - Deferred Compensation:The County offers a Section 457 Plan.
Deferred compensation plans allow participants to save for retirement in either a pre tax or post tax (Roth) investment account.
Contributions are invested at the employee's direction into one or more of the variety of investment options offered by the plan.
Changes may be made to the contribution levels, investment options, etc.
at any time.
Educational Reimbursement Program:County employees who have successfully passed their probationary period may take up to two job-related courses per semester at any accredited educational institution.
The benefit also covers the costs of job-related non-credit courses.
If the employee receives a grade of at least a C, or successfully passes a non-credit course, the County reimburses the employee 75% of the costs of tuition, fees and books.
If an employee doesn't remain employed with Frederick County Government for two years after a class is taken, the benefit needs to be reimbursed to FCG.
Employee Assistance Program:This confidential assessment, referral and counseling service is available at no cost to all employees who may need help with a personal or job-related problem.
LeaveAnnual Leave – Employees are eligible to use Annual Leave after their 6 month probationary period.
Annual Leave accrues as follows: Years of service days per year0 – 2 years 11 days2 – 10 years 17 days10 + years 24 daysSick Leave - Employees will earn sick leave at a rate of 15 days per calendar year.
Sick Leave may also be used for illness of an employee's child, dependent, spouse, parent or parent-in-law.
There is no limit on the amount of sick leave accumulated.
Unused Sick Leave may be used for additional credit in the pension plan at the time of retirement.
NOTE: Regular benefited part-time employees earn annual and sick leave on a pro-rated basis based on their actual number of hours worked biweekly up to their assigned number of regularly scheduled work hours.
Other available types of leave include, but are not limited to, Family Medical Leave, Bereavement, Jury, Military.
Holidays:The County observes 10 holidays every year and 11 are observed on years of General Elections.