PURPOSE

The purpose of this report is to request City Council adoption of a resolution revising and re-titling the specifications for the classifications of Customer Service Supervisor I CTC No. 0254 and Customer Service Supervisor II/BWP CTC No. 0242 to Customer Service Supervisor CTC No. 0254 and Manager Customer Service Operations CTC No. 0540, as shown in the attachments.

BACKGROUND

Burbank Water and Power (BWP) has been undergoing departmental reorganization over the past several years to be able to better address the changes in the utility industry and to be on the cutting edge of these changes.  In 2000, all of the titles and specifications within the Customer Service Division were reviewed, consolidated, and revised to create clear paths through the ranks, supervision, and management.  There were four senior level positions that essentially acted as supervisors within the work units.  Those positions were given the title of Customer Service Supervisor I and more formal supervisory responsibilities.  From the three existing Customer Service Supervisor positions, one position was deleted and the two remaining positions were given the title of Customer Service Supervisor II/BWP.  The Customer Service Supervisor II positions assumed higher level management and leadership responsibilities within the division.

This structure has now been in place for several years and is working well.  The uniform titles have encouraged cross-training, and, as a result of this, BWP has been able to promote from within on several occasions.  It has, however, become apparent that the numeric designations of I and II are confusing.  The titles do not appropriately convey the level and status of these positions within the department.  Individuals outside BWP do not realize the scope of the responsibilities for each position and, within the department, the

Customer Service Supervisor II�s attend the large managers� meetings with their peers, whose titles more clearly reflect their role and status.

ANALYSIS & CONCLUSION

To be consistent and clear within the market and within BWP�s hierarchy, there is a need to re-title these specifications to accurately portray their roles.  A couple of minor revisions were also made to the specifications to update obsolete language and to conform to other specifications within the City.  The revisions and re-titlings of these specifications reflect existing market conditions, reflect the current needs of the department, and will assist the department when it needs to recruit in these fields.

The classifications of Customer Service Supervisor and Manager Customer Service Operations will continue to be Civil Service positions and subject to the Fair Labor Standards Act (FLSA).  The classification of Customer Service Supervisor will not be included in the City�s Conflict of Interest Code but will continue to be represented by the Burbank City Employees Association (BCEA).  The classification of Manager Customer Service Operations will be included in the City�s Conflict of Interest Code and will continue to be represented by the Burbank Management Association (BMA).  The Civil Service Board approved the revisions and re-titlings of these specifications at their regular meeting on March 2, 2005.

FISCAL IMPACT

There is no fiscal impact from the revisions or re-titlings of these specifications because the current salary ranges for these positions will be maintained.

RECOMMENDATION

Staff recommends that the City Council adopt the proposed resolution revising and re-titling the specifications for the classifications of Customer Service Supervisor I CTC No. 0254 and Customer Service Supervisor II/BWP CTC No. 0242 to Customer Service Supervisor CTC No. 0254 and Manager Customer Service Operations CTC No. 0540.

Respectfully submitted,

Judie Sarquiz

Management Services Director