CS-214
8-93 / 1. Position Number

State of Michigan

Department of Civil Service

Classification and Selection Operations Bureau

Classification Division

A portion of this information is protected by federal privacy laws and/or state confidentiality requirements.

POSITION DESCRIPTION

AUTHORITY: In accordance with Article XI, Section 5, Michigan Constitution of 1963 and Public Act 431 of 1984.

This form is to be completed by the person that occupies the position being described, and reviewed by the supervisor and appointing authority to ensure its accuracy. It is important that each party sign and date the form. If the position is vacant, the supervisor and appointing authority should complete the form.
This form will serve as the official classification document of record for this position. Please take the time tocomplete this form as accurately as you can since the information in this form is used to determine the properclassification of the position. THIS PAGE SHOULD BE FILLED OUT BY SUPER-VISOR/APPOINTINGAUTHORITY.
2. Name of Incumbent (Last, First, M.I.)
/ 8. Department/Agency
Dept. of Technology, Management and Budget
3. Employee Identification Number
/ 9. Bureau (Institution, Board, or Commission)
Office of Retirement Services
4. Civil Service Classification of Position
Communications Representative 9/10/P11 / 10. Division
Customer Service
5. Working Title of Position (What the Agency Titles the Position)
Communications Representative / 11. Section
Customer Education
6. Name and Classification of Immediate Supervisor
Ben Southwell, Departmental Manager 13, WOC / 12. Unit
7. Name and Classification of Next Higher Level Supervisor
Laurie Mitchell, State Division Administrator 17 / 13. Work Location (City and Address)/Hours of Work
Mason Building, 530 W. Allegan, Lansing, MI 48933
8 a.m. - 5 p.m., Monday - Friday
14. General Summary: Briefly summarize the general function and purpose of your job.
The purpose of this position is to provide educational products and transactional communications to an external customer base of active, inactive, and retired members of the systems administered by the Office of Retirement Services (ORS)as well as employers. The position also provides communications support to miAccount as well as other ORS communication vehicles.
For Civil Service Use Only
15. Please describe your assigned duties, percent of time spent performing the duty, and explain what is done to complete the duty.
List duties in order of importance from most important to least important.
Duty 1
General Summary of Duty 1 % of Time 50%
Analyze needs, develop and deliver appropriate educational services and communications to ensure retirement system customers understand their retirement plans.
Individual tasks related to the duty.
·  Create correspondence that affirms transactions for customers or describes necessary actions. Work with the Customer Service team to ensure correspondence resolves issues without follow up.
·  Provide educational products and services to partners (e.g., employers) and other stakeholders including but not limited to letters, emails, and presentations.
·  Apply visual design techniques to create and maintain user-friendly, accessible forms and letters for our customers.
·  Serve as liaison/consultant to subject matter experts and managers within ORS to accommodate communication requests and meet needs of staff and customers.
·  Work with subject matter experts to develop the content for ORS employer websites.
·  Design, develop, and deliver informational materials, using a variety of media.
·  Design, develop, and maintain customer forms and correspondence, both print and electronic.
·  Conduct direct customer education activities in group or individual settings, electronic or face-to-face.
·  Utilize tools to provide information customers need to make sound retirement decisions.
Duty 2
General Summary of Duty 2 % of Time 20%
Provide internal educational services that support the strategic goals of the organization.
Individual tasks related to the duty.
·  Develop and deliver staff educational materials, both regular and occasional, both print and electronic.
·  Provide support for maintaining quality, consistent, clear policies and procedures that are in line with external customer educational materials.
·  Plan and implement activities, including but not limited to trainings, presentations, events, meetings.
·  Provide consultative communication and customer education services to staff.
Duty 3
General Summary of Duty 3 % of Time 10%
Provide direction for communications in miAccount
Individual tasks related to the duty.
·  Write, design and publish forms for use in miAccount to ensure a positive customer experience.
·  Ensure consistency between miAccount forms and standard ORS forms.
Apply visual design techniques to create and maintain user-friendly, accessible miAccount forms and letters for our customers.
·  Ensure responsive and responsible actions are taken to resolve unacceptable results.
Duty 4
General Summary of Duty 4 % of Time 10%
Coordinate the development and implementation of new business initiatives and special projects.
Individual tasks related to the duty.
·  Develop and deliver educational products and services for special projects (e.g., new legislation).
·  Facilitate teams assigned to special projects.
·  Report status to stakeholders.
Duty 5
General Summary of Duty 5 % of Time 10%
·  Other Duties as assigned
16. Describe the types of decisions you make independently in your position and tell who and/or what is affected by those decisions. Use the attached additional sheets, if necessary.
·  Set work priorities to accomplish duties.
·  Assess and evaluate customer needs; determine message, market, and appropriate media to provide timely, cost-effective, and quality customer service and information.
·  Work with business subject matter experts to develop messages that meet customer needs, business needs, and protect integrity of retirement systems.
·  Inform internal customers, coworkers, and supervisor/manager of project status as appropriate.
17. Describe the types of decisions that require your supervisor’s review.
·  Approval of content for new educational programs.
·  Approval of the scope of existing educational programs.
·  Process improvement recommendations.
·  Information that would have political impact, significant budgetary impact, or significantly affect staff processes and procedures.
·  Printed or electronic communications distributed to mass audiences or the general public.
18. What kind of physical effort do you use to perform your job? What environmental conditions are you physically exposed to on your job? Indicate the amount of time and intensity of each condition. Refer to instructions on page 2.
·  Extensive use of the computer, keyboard, and mouse.
·  Occasional travel may be required for presentations.
·  Set up and operate computer display projectors and electronic equipment for presentations, as well as materials such as booklets, pamphlets, etc.
·  Work environment includes the Lansing office and varied state, school, college, and university office, classroom, and auditorium settings.
·  Inflexible deadlines, ability to work under pressure, flexibility to work overtime on an “as needed” basis.
·  Responding to a variety of questions from diverse groups requiring patience, understanding, and the ability to communicate in a clear and effective manner.
·  This is a standard office environment using a computer most of the day. You will be required to retrieve materials from the copier and facsimile equipment throughout the day. Standing, stooping, walking, sitting, kneeling, bending, and lifting are all required in order to successfully complete the tasks of this position.
19. List the names and class titles of classified employees whom you immediately supervise or oversee on a full-time, on-going basis (if more than 10, list only class titles and number of employees in each class).
NAME CLASS TITLE / NAME CLASS TITLE
20. My responsibility for the above-listed employees includes the following (check as many as apply):
Error! Bookmark not defined. Complete and sign service ratings Error! Bookmark not defined. Assign work
Error! Bookmark not defined. Provide formal written counseling Error! Bookmark not defined. Approve work
Error! Bookmark not defined. Approve sick and annual leave requests Error! Bookmark not defined. Review work
Error! Bookmark not defined. Sign time card Error! Bookmark not defined. Provide guidance on work methods
Error! Bookmark not defined. Orally reprimand Error! Bookmark not defined. Train employees in the work
21. I CERTIFY THAT THE ABOVE ANSWERS ARE MY OWN AND ARE ACCURATE AND COMPLETE.
Signature / Date

NOTE: Make a copy of this form for your records.

TO BE FILLED OUT BY IMMEDIATE SUPERVISOR
22. Do you agree with the responses from the employee for items 1 through 18? If not, which items do you disagree with and why. Yes
23. WHAT ARE THE ESSENTIAL DUTIES OF THIS POSITION?
·  Create correspondence that affirms transactions for customers or describes necessary actions. Work with the Customer Service team to ensure correspondence resolves issues without follow up.
·  Provide educational products and services to partners (e.g., employers) and other stakeholders including but not limited to letters, emails, and presentations.
·  Apply visual design techniques to create and maintain user-friendly, accessible forms and letters for our customers.
·  Serve as liaison/consultant to subject matter experts and managers within ORS to accommodate communication requests and meet needs of staff and customers.
·  Work with subject matter experts to develop the content for ORS employer websites.
·  Design, develop, and deliver informational materials, using a variety of media.
·  Design, develop, and maintain customer forms and correspondence, both print and electronic.
·  Conduct direct customer education activities in group or individual settings, electronic or face-to-face.
Utilize tools to provide information customers need to make sound retirement decisions.
24. Indicate specifically how the job’s duties and responsibilities have changed since the position was last reviewed.
Added Duty 5, minor updates to Duty 1 and percentages for duties. Current recruitment is to fill vacancy.
25. What is the function of the work area and how does this position fit into that function?
The Customer Education process is responsible for developing informational services and products for more than a half million external customers as well as key partners, reporting units, and retirement administration staff. This position must understand retirement laws and policies; must be able to craft messages related to same; must be prepared to deliver customer education using a wide range of media; and to work as part of a team dedicated to delivering quality materials, tools, and information to customers.
26. In your opinion, what are the minimum education and experience qualifications needed to perform the essential functions of this position.
EDUCATION:
Minimum Civil Service Requirements.
Possession of a bachelor's degree in English, journalism, communications, telecommunications, advertising, or communication arts is required.
EXPERIENCE:
Experience developing and delivering educational information to broad audiences using a wide variety of media is preferred. Civil Service requirements.
KNOWLEDGE, SKILLS AND ABILITIES:
Should possess excellent written/verbal communication skills and organizational/project management skills. Knowledge of forms design and management is desirable. Proficiency in MS Word and MS Excel is required. Must have proficiency in working with personal computer hardware and general office software. Must be able to meet challenging deadlines and have a strong attention to detail.
CERTIFICATES, LICENSES, REGISTRATIONS: None
NOTE: Civil Service approval of this position does not constitute agreement with or acceptance of the desirable qualifications for this position.
27. I certify that the information presented in this position description provides a complete and accurate depiction of the duties and responsibilities assigned to this position.
Supervisor’s Signature / Date
TO BE FILLED OUT BY APPOINTING AUTHORITY
28. Indicate any exceptions or additions to the statements of the employee(s) or supervisor.
See attachments
29. I certify that the entries on these pages are accurate and complete.
Appointing Authority’s Signature / Date