Administrator - Mayor's Action Center

About the Department

Equal Employment Opportunity

Position Duties

• Position is responsible for leadership and management of all operations for the Mayor's Action Center to serve the needs and demands of the citizens of the city and county Oversees all aspects of the MAC which receives on average 700+ calls per day Ensures all MAC customer service representatives are well trained, and calls are monitored for accuracy and quality assurance Acts as the systems administrator for the customer response management (CRM) system Responsible for all other related technologies to support the MAC Prepares all requests for proposals and solicitations for new systems and systems modifications Evaluates and oversees implementation and quality of all content and performance of all MAC systems Prepares and analyzes all reports from the system Manages all data reporting, data integrity, data flow, and data location tracking of the system Responsible for budget management Ensures the management and implementation of a variety of programs Provides appropriate communications and promotes employee understanding of programs, policies, and objectives Engages in typical responsibilities of a manager requiring planning, evaluating, organizing, integrating, and controlling Supervisory responsibility involving hiring, performance appraisals, and training Responsible for developing team members, promotions, salary increases, terminations, and disciplinary actions, etc. This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary from time to time.
• Position is responsible for leadership and management of all operations for the Mayor's Action Center to serve the needs and demands of the citizens of the city and county
• Oversees all aspects of the MAC which receives on average 700+ calls per day
• Ensures all MAC customer service representatives are well trained, and calls are monitored for accuracy and quality assurance
• Acts as the systems administrator for the customer response management (CRM) system
• Responsible for all other related technologies to support the MAC
• Prepares all requests for proposals and solicitations for new systems and systems modifications
• Evaluates and oversees implementation and quality of all content and performance of all MAC systems
• Prepares and analyzes all reports from the system
• Manages all data reporting, data integrity, data flow, and data location tracking of the system
• Responsible for budget management
• Ensures the management and implementation of a variety of programs
• Provides appropriate communications and promotes employee understanding of programs, policies, and objectives
• Engages in typical responsibilities of a manager requiring planning, evaluating, organizing, integrating, and controlling
• Supervisory responsibility involving hiring, performance appraisals, and training
• Responsible for developing team members, promotions, salary increases, terminations, and disciplinary
• actions, etc.
• This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary from time to time.

Minimum Qualifications

• Minimum Job Requirements and Qualifications Bachelor's degree in Public Relations, Public Administration, Communications, or a related field with seven (7) years of progressive related work experience. With four (4) of those years in a supervisory capacity. One (1) year of related work experience may be substituted for each year of required education. Excellent speaking, writing, and listening skills are crucial. Knowledge of city government's functions is a must for this position. The ability to build a strong team to accomplish the MAC's mission is critical. Must establish and maintain effective working relationships with a full range of elected and appointed officials. Effective budget management, oral and written communications, staff development, and computer skills are required. Ability to multi-task and meet deadlines. Must be able to handle sensitive situations with tact, diplomacy, and confidentiality. Preferred Job Requirements and Qualifications Master’s Degree in Public Relations, Public Administration, Communication, or a related field and four (4) years of related experience with two (2) years supervising others. Bilingual is a plus. If your qualifications meet the requirements of the posted position, your application will be referred to the hiring agency. Once the agency receives your application, all further communication during the interview and selection process will be handled directly BY THE AGENCY . It is IMPERATIVE that you record the contact information of the individual who is scheduling your interview. City-County HR will not have access to this information, is not involved in the interview or selection process, and can only confirm whether an application has been referred. After selection of the successful candidate, an official offer of employment will be made by HR. Other Qualifications Essential functions are regularly performed without exposure to adverse environmental conditions. Some meetings maybe outside of the office with some evenings and weekends required. Benefits All rates are bi-weekly. 2026 Rate Sheet - To view our rate sheet, please copy and paste this link into your web browser: https://acrobat.adobe.com/id/urn:aaid:sc:VA6C2:67382b58-4d1a-4519-89d7-8453f91e19a1 Life Insurance Employee Only (rates per $1,000 per month): Basic: Employer Paid Optional Life Insurance Employee Only (rates per $1,000 per month) Additional: <25-29 $0.058 30-34 $0.083 35-39 $0.099 40-44 $0.132 45-49 $0.223 50-54 $0.363 55-59 $0.600 60-64 $0.795 65-69 $1.329 70 + $2.054 IMPORTANT PERF UPDATE: *For more information on eligibility options, refer to Proposal 21-288 https://bit.ly/3exq8yR 1. All employees hired/rehired after 1/1/2022 have a choice to select the PERF Hybrid plan (3% + Pension) or the INPRS My Choice: Retirement Savings plan (3% + 1% Contribution). The Hybrid plan consists of two components: Annuity Savings Account (ASA) -This consists of the mandatory employee contribution of three (3%) percent of compensation (made for the employee by the City), plus interest credits or earnings. You're always vested in your ASA portion - it's always yours. Pension - The pension portion of the retirement benefit is funded by contributions made by the employer over the course of the employee's career and separate from the annuity savings account. Employees enrolled in the PERF Hybrid plan are eligible for retirement benefits at age sixty-five (65) if they have ten (10) or more years of creditable service. After June 30, 1995, employees may retire at age sixty (60) with at least fifteen (15) years of credible service or if the member's age in years plus the years of credible service equals at least 85 and the member is at least fifty-five (55) years of age. With fifteen (15) or more years of creditable service, the employee may retire as early as age fifty (50) with a reduced pension. 2. Employees hired/rehired by the City and County between 1/1/2017 and 12/31/2021 will be automatically enrolled in the PERF My Choice: Retirement Savings plan. This plan is an annuity savings account (ASA) only plan and does not have a pension component. Any service that an employee has in the My Choice: Retirement Savings Plan will not count toward the service time requirements for pension eligibility in the Hybrid Plan. With the PERF My Choice: Retirement Savings Plan, the ASA is split up into two parts: Part one - This consists of the mandatory employee contribution of three (3%) percent of compensation (made for the employee by the City), plus interest credits or earnings. You're always vested in your ASA portion - it's always yours. Part two - This consists of an additional variable rate contribution paid by the City toward your ASA. This variable rate contribution is currently 1% of your gross wages. Vesting in the value of the variable rate employer contribution will vary by length of participation. You are: • 20 percent vested after 1 full year of participation • 40 percent vested after 2 full years of participation • 60 percent vested after 3 full years of participation • 80 percent vested after 4 full years of participation • 100 percent vested after 5 full years of participation 3. All employees hired/rehired prior to 1/1/2017 are grandfathered into PERF Hybrid plan. The Hybrid plan consists of two components: Annuity Savings Account (ASA) -This consists of the mandatory employee contribution of three (3%) percent of compensation (made for the employee by the City), plus interest credits or earnings. You're always vested in your ASA portion - it's always yours. Pension - The pension portion of the retirement benefit is funded by contributions made by the employer over the course of the employee's career and separate from the annuity savings account. Employees enrolled in the PERF Hybrid plan are eligible for retirement benefits at age sixty-five (65) if they have ten (10) or more years of creditable service. After June 30, 1995, employees may retire at age sixty (60) with at least fifteen (15) years of credible service or if the member's age in years plus the years of credible service equals at least 85 and the member is at least fifty-five (55) years of age. With fifteen (15) or more years of creditable service, the employee may retire as early as age fifty (50) with a reduced pension. 4. City Employees hired/rehired between 1/1/2017 and 12/31/21 that are members of the City AFSCME labor union can choose to enroll in either the PERF My Choice: Retirement Savings plan or the PERF Hybrid plan. Both plans are described above. Employees have 60 days to choose which option they want, and by state law this cannot be changed. If no choice is made, the employee will then be automatically added to the PERF My Choice: Retirement Savings plan. The Indiana General Assembly has enacted a provision that allows public employees to make voluntary contributions in addition to the mandatory three percent (3%) contributions. Employees may contribute up to an additional ten- percent (10%) of their compensation per pay period to the annuity savings account. This means that the maximum level of contributions to the annuity savings account under this new provision is thirteen percent (13%) of an employee's compensation per pay period. Employees who separate from the city within their first ten (10) years of employment need to contact INPRS - PERF regarding their ASA account. Questions relating to PERF may be directed to INPRS - PERF at: Indiana Public Retirement System Public Employees' Retirement Fund One North Capitol, Suite 001 Indianapolis, Indiana 46204 (888) 236-3544 Supplemental Questions 01 Do you have a Bachelor's degree in Public Relations, Public Administration, Communications, or a related field with at least seven (7) years of work experience? Yes No 02 Do you have at least four (4) years of experience in a supervisory role? Yes No 03 Are you bilingual or multilingual? (preferred but not required) Yes No Required Question Agency Information Employer City of Indianapolis and Marion County Address 200 E. Washington Street CCB 1501 Indianapolis, Indiana, 46204 Phone 317-327-5211 Website http://www.indy.gov

Minimum Job Requirements and Qualifications

• Bachelor's degree in Public Relations, Public Administration, Communications, or a related field with seven (7) years of progressive related work experience. With four (4) of those years in a supervisory capacity. One (1) year of related work experience may be substituted for each year of required education. Excellent speaking, writing, and listening skills are crucial. Knowledge of city government's functions is a must for this position. The ability to build a strong team to accomplish the MAC's mission is critical. Must establish and maintain effective working relationships with a full range of elected and appointed officials. Effective budget management, oral and written communications, staff development, and computer skills are required. Ability to multi-task and meet deadlines. Must be able to handle sensitive situations with tact, diplomacy, and confidentiality. Preferred Job Requirements and Qualifications Master’s Degree in Public Relations, Public Administration, Communication, or a related field and four (4) years of related experience with two (2) years supervising others. Bilingual is a plus. If your qualifications meet the requirements of the posted position, your application will be referred to the hiring agency. Once the agency receives your application, all further communication during the interview and selection process will be handled directly BY THE AGENCY . It is IMPERATIVE that you record the contact information of the individual who is scheduling your interview. City-County HR will not have access to this information, is not involved in the interview or selection process, and can only confirm whether an application has been referred. After selection of the successful candidate, an official offer of employment will be made by HR. Other Qualifications Essential functions are regularly performed without exposure to adverse environmental conditions. Some meetings maybe outside of the office with some evenings and weekends required.

Preferred Job Requirements and Qualifications

• Master’s Degree in Public Relations, Public Administration, Communication, or a related field and four (4) years of related experience with two (2) years supervising others. Bilingual is a plus.
• If your qualifications meet the requirements of the posted position, your application will be referred to the hiring agency. Once the agency receives your application, all further communication during the interview and selection process will be handled directly BY THE AGENCY . It is IMPERATIVE that you record the contact information of the individual who is scheduling your interview. City-County HR will not have access to this information, is not involved in the interview or selection process, and can only confirm whether an application has been referred. After selection of the successful candidate, an official offer of employment will be made by HR.

Other Qualifications

• Essential functions are regularly performed without exposure to adverse environmental conditions. Some meetings maybe outside of the office with some evenings and weekends required.

Benefits

• All rates are bi-weekly.
• 2026 Rate Sheet - To view our rate sheet, please copy and paste this link into your web browser: https://acrobat.adobe.com/id/urn:aaid:sc:VA6C2:67382b58-4d1a-4519-89d7-8453f91e19a1
• Life Insurance Employee Only (rates per $1,000 per month):
• Basic: Employer Paid
• Optional Life Insurance Employee Only (rates per $1,000 per month)
• Additional:
• <25-29 $0.058
• 30-34 $0.083
• 35-39 $0.099
• 40-44 $0.132
• 45-49 $0.223
• 50-54 $0.363
• 55-59 $0.600
• 60-64 $0.795
• 65-69 $1.329
• 70 + $2.054
• IMPORTANT PERF UPDATE:
• *For more information on eligibility options, refer to Proposal 21-288 https://bit.ly/3exq8yR
• 1. All employees hired/rehired after 1/1/2022 have a choice to select the PERF Hybrid plan (3% + Pension) or the INPRS My Choice: Retirement Savings plan (3% + 1% Contribution). The Hybrid plan consists of two components:
• Annuity Savings Account (ASA) -This consists of the mandatory employee contribution of three (3%) percent of compensation (made for the employee by the City), plus interest credits or earnings. You're always vested in your ASA portion - it's always yours.
• Pension - The pension portion of the retirement benefit is funded by contributions made by the employer over the course of the employee's career and separate from the annuity savings account. Employees enrolled in the PERF Hybrid plan are eligible for retirement benefits at age sixty-five (65) if they have ten (10) or more years of creditable service. After June 30, 1995, employees may retire at age sixty (60) with at least fifteen (15) years of credible service or if the member's age in years plus the years of credible service equals at least 85 and the member is at least fifty-five (55) years of age. With fifteen (15) or more years of creditable service, the employee may retire as early as age fifty (50) with a reduced pension.
• 2. Employees hired/rehired by the City and County between 1/1/2017 and 12/31/2021 will be automatically enrolled in the PERF My Choice: Retirement Savings plan. This plan is an annuity savings account (ASA) only plan and does not have a pension component. Any service that an employee has in the My Choice: Retirement Savings Plan will not count toward the service time requirements for pension eligibility in the Hybrid Plan.
• With the PERF My Choice: Retirement Savings Plan, the ASA is split up into two parts:
• Part one - This consists of the mandatory employee contribution of three (3%) percent of compensation (made for the employee by the City), plus interest credits or earnings. You're always vested in your ASA portion - it's always yours.
• Part two - This consists of an additional variable rate contribution paid by the City toward your ASA. This variable rate contribution is currently 1% of your gross wages. Vesting in the value of the variable rate employer contribution will vary by length of participation. You are:
• 20 percent vested after 1 full year of participation
• 40 percent vested after 2 full years of participation
• 60 percent vested after 3 full years of participation
• 80 percent vested after 4 full years of participation
• 100 percent vested after 5 full years of participation
• 3. All employees hired/rehired prior to 1/1/2017 are grandfathered into PERF Hybrid plan. The Hybrid plan consists of two components:
• 4. City Employees hired/rehired between 1/1/2017 and 12/31/21 that are members of the City AFSCME labor union can choose to enroll in either the PERF My Choice: Retirement Savings plan or the PERF Hybrid plan. Both plans are described above. Employees have 60 days to choose which option they want, and by state law this cannot be changed. If no choice is made, the employee will then be automatically added to the PERF My Choice: Retirement Savings plan.
• The Indiana General Assembly has enacted a provision that allows public employees to make voluntary contributions in addition to the mandatory three percent (3%) contributions. Employees may contribute up to an additional ten- percent (10%) of their compensation per pay period to the annuity savings account. This means that the maximum level of contributions to the annuity savings account under this new provision is thirteen percent (13%) of an employee's compensation per pay period.
• Employees who separate from the city within their first ten (10) years of employment need to contact INPRS - PERF regarding their ASA account.
• Questions relating to PERF may be directed to INPRS - PERF at:
• Indiana Public Retirement System
• Public Employees' Retirement Fund
• One North Capitol, Suite 001
• Indianapolis, Indiana 46204
• (888) 236-3544

Supplemental Questions