Constituent Services Outreach Coordinator

Job Summary

The City offers a competitive comprehensive benefits package, including 2 weeks paid vacation, 3 weeks of sick leave, and 11 paid holidays. Health, dental, and vision insurance (employee and family) are effective the first day of employment. The City offers two contributory Defined Benefit pension plans. Hybrid telework arrangements may be available.

At The City of Frederick, we value diversity and the respect, engagement, and productivity an inclusive environment produces. We seek to consistently improve internal and external customer satisfaction, innovate, and expand capability of services, and be a government that practices equality, equity, and fairness. We invite you to bring your skills, abilities, and knowledge to The City of Frederick and be a valued addition to a workforce that we know is our greatest asset.

Frederick is a progressive, richly diverse, and authentically charming city. Recognized as one of the best places to live in Maryland, Frederick is surrounded by mountain views and centrally located about 45 miles north of Washington D.C. and 45 miles west of Baltimore, MD.

JOB SUMMARY:

This position provides public outreach and constituent-service support to the City Council and staff, ensuring that residents receive timely, accurate, and compassionate assistance when navigating government services, resolving issues, or seeking information. The individual in this role must be organized, empathetic, and committed to delivering high-quality public service.

Core responsibilities include responding to constituent inquiries directed to the City Council by phone, email, mail, and in-person meetings; tracking constituent casework; and providing follow-up as needed. The role also involves working closely with the Public Affairs Department to facilitate Neighborhood Advisory Committee (NAC) meetings and briefing City Council and staff on emerging public trends and concerns. In addition, the position supports office operations by maintaining constituent databases, ensuring accurate recordkeeping, and assisting with scheduling, event planning, and general administrative tasks.

Additional duties include taking notes at assigned meetings and monitoring Ask Your City Council submissions and other formal communications directed to the Council, taking phone messages on behalf of Council Members, and assisting with the tracking, triaging, and prioritization of constituent requests and other communications.

• Responds to telephone calls, emails, and inquiries, providing assistance to the public regarding City Council matters and directing them to relevant City departments.
• Tracks and manages constituent inquiries; ensures timely, complete, and appropriate feedback is given to all inquiries; directs constituents to relevant City departments on issues and programs outside the scope of City Council.
• Assists City Council Members with constituent services, including answering calls and following up on requests for assistance.
• Prepares meeting summaries and assists in drafting reports on external affairs for City Council and City staff as needed.
• Coordinates the NAC system and meetings in collaboration with the Public Affairs department, including planning, organizing, and facilitating NAC meetings, workshops, and community forums.
• Supports constituent outreach initiatives to enhance resident engagement.
• Attends community events, meetings, and outreach activities as needed.
• Assesses various community concerns, values, and opinions on City Council initiatives and work.
• Promotes a positive and professional image of the City of Frederick by being knowledgeable about City programs, news and events.
• Proofreads and formats documents using Microsoft Outlook 365 (Word, Publisher, Teams, Excel, and PowerPoint).
• Manages and supports department-wide projects as assigned.
• Maintains paper and electronic records and performs data‑entry tasks as assigned.
• Performs other duties as assigned.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill,…