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Complaint Investigator
 
JOB CODE:151750
 
PAY GRADE:1110
 
SALARY RANGE:$23,568 - $32,623
 
LOCATION OF WORK
Department of Public Works
 
GENERAL DESCRIPTION
Under the direction of a higher classification, performs responsible fieldwork in the investigation and resolution of citizen oriented complaints. The employee of this classification is responsible for investigating, handling and resolving numerous complaints and problems (such as unkempt and uncut vacant lots, drainage and sewage problems, illegal dumping, and abandoned property, etc.) submitted by East Baton Rouge Parish residents. Additional responsibilities include the distribution of barricades for street repairs and closures, storm drains and sewer cave-ins, special events and other emergency situations; and dissemination of information to various organizations and governmental agencies. Work is assigned orally and in writing and is reviewed while in progress and upon completion. Performs other work as requested.
 
ESSENTIAL WORK TASKS
Investigates, monitors, and resolves public complaints concerning numerous unsafe, intolerable and hazardous conditions and situations; channels complaints to the proper division for resolution. Inspects locations (sites) of complaints or problems to ascertain cause, effect and solution of said problems; places barricades and fencing in hazardous areas and continuously monitors the situation. Distributes barricades for street repairs and closures, storm drains and sewer cave-ins, special events and other emergency situations. Maintains daily log of all citizen contact activities, logs personal assessment of problems and explanation of resolution. Conducts visible smoke tests, dye tests and stoppage investigations.
 
KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of equipment and tools used in construction and repair work. Knowledge of the geography of East Baton Rouge Parish. Knowledge of the functions and responsibilities of the various departments, and organizations within and affiliated with the City and Parish government. Knowledge of ordinances and regulations relative to City and Parish construction and demolition standards. Ability to gain confidence and maintain working relationships with various groups or individuals. Ability to express ideas clearly and concisely, orally and in writing, to groups and to individuals. Ability to positively and diplomatically deal with customers, whether they are in a pleasant or angry mood, helping them resolve their problem. Ability to apply good work habits such as punctuality, reliability, preciseness, and dependability in order to effectively complete assigned tasks and contribute to the smooth operation of the department and division.
 
MINIMUM REQUIREMENTS
EDUCATIONAL AND EXPERIENCE
High school diploma, GED or equivalent certificate of competency; and two years experience in public works construction, maintenance, or operational activities, or two years experience in the investigation and resolution of complaints involving public works construction and maintenance.
 
SUBSTITUTIONS
Any equivalent combination of education and experience.
 
CERTIFICATIONS/LICENSES
Must have a valid Louisiana driver's license at the time of appointment and maintain throughout employment in this classification.
 
OTHER JOB ASPECTS
None.
 
NOTE:
The work examples described in this specification are intended only as an illustration of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from job performance requirements if the work is similar, related or a logical assignment to the job.