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 SUPERVISOR/APPOINTINGAUTHORITY.
2. Name of Incumbent (Last, First, M.I.)
Vacant / 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
Departmental Analyst 9/10/P11 / 10. Division
Customer Service
5. Working Title of Position (What the Agency Titles the Position)
Department Analyst / 11. Section
Customer Education
6. Name and Classification of Immediate Supervisor
Rich Griffis, Departmental Manager 13 / 12. Unit
7. Name and Classification of Next Higher Level Supervisor
Laurie Mitchell, Division Director 17 / 13. Work Location (City and Address)/Hours of Work
Mason Building, 5th Floor
530 West Allegan Street, Lansing, MI 48933
8:00 a.m. – 5:00 p.m.
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. This position also provides internal services to staff including communications, data analysis, and creating reports for ORS to formally present recommendations to stakeholders.
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, surveys and communications to retirement system customers.
Individual tasks related to the duty.
·  Create correspondence that affirms transactions for customers or describes necessary actions. Work with the Customer Service teamt o ensure correspondence resolves issues without follow up.
·  Provide education products and services to partners (e.g. employers) and other stakeholders.
·  Utilize tools to provide information customers need to make sound retirement decisions.
·  Serve as a liaison/consultant to subject matter experts and managers within ORS to meet needs of staff and customers.
·  Implement and evaluate new education programs that reach a broad customer base, using a variety of media including online materials and services, publications, newsletters, forms correspondence and surveys.
·  Conduct direct customer education activities in group or individual settings, electronic or face-to-face.
Duty 2
General Summary of Duty 2 % of Time 30%
Provide internal educational services that support the strategic goals of the organization.
Individual tasks related to the duty.
·  Review forms and templates and update as needed to reflect changes in policies or procedures.
·  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 data analysis and prepare reports.
Individual tasks related to the duty.
·  Analyze data, draw conclusions and identify trends from a given data set.
·  Prepare reports and make recommendations based on the data analysis to drive future business action.
·  Creating reports for ORS to formally present and make recommendations to stakeholders.
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.
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.
·  The manager’s review is sought when information to be published would have political impact, significant budgetary impact, or would significantly affect staff processes and procedures.
·  Manager will review 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?
·  Analyze needs, develop, and deliver appropriate educational services, surveys and communications to retirement system customers.
·  Facilitate, assess and improve existing outreach programs for education of retirement system members and human resource directors/administrators of retirement system entities.
·  Provide internal educational services that support the strategic goals of the organization.
·  Coordinate the development and implementation of new business initiatives and special projects.
24. Indicate specifically how the job’s duties and responsibilities have changed since the position was last reviewed.
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.
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. Should be knowledgeable in education and mass communication principles. Proficiency in MS Excel and Sharepoint is desired. 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