311 Liaison (Senior Administrative Assistant)

Job Description:

311 Liaison (Senior Administrative Assistant)

Description

Full-time position available with the Water Department, Consumer Services Division located at 4800 E. 63rd St.
Salary Range: $20.48-$30.71/hour
Normal Work Days/Hours: Monday-Friday, 8:00 a.m.-5:00 p.m.
Application Deadline Date: January 27, 2026


Responsibilities

• Ensures accurate intake, routing, tracking, and resolution of water- and sewer-related service requests submitted through the 311 system.
• Works closely with internal KC Water divisions, 311 staff, and supervisors to resolve service issues, correct case inaccuracies, and identify operational challenges impacting customer experience.
• This role does not perform formal data analytics but collaborates with analytics staff to support data accuracy and process improvement.
• Reviews, validates, and manages 311 service requests related to KC Water services, including water, sewer, billing, leaks, outages, and infrastructure concerns.
• Ensure service requests are accurately categorized, prioritized, and routed to the appropriate KC Water division or work order system.
• Monitors open cases to ensure timely response and resolution in accordance with service level expectations.
• Serves as the primary point of contact between KC Water and the 311 Action Center for daily operational matters.
• Escalates high-impact, time-sensitive, or recurring service issues to appropriate supervisors or managers.
• Ensures accuracy and completeness of service request data, including location, issue type, and resolution notes.
• Requests corrections or updates to service requests when errors are identified.
• Provides feedback to 311 staff regarding intake accuracy and category usage.
• Addresses customer concerns related to service request handling or delays.
• Manages and coordinates KC Water-related public records requests, inquiries, and service issues submitted through the GovQA platform.
• Reviews, tracks, and router GovQA requests to appropriate KC Water divisions and ensure timely and accurate responses in accordance with applicable laws and policies.
• Serves as the primary point of coordination for Better Business Bureau (BBB) complaints related to KC Water services and performs investigations.
• Compiles documentation, case summaries, and response narratives for AG inquiries and ensure responses meet required deadlines.
• Collaborates with data analytics staff to support accurate reporting and trend identification.
• Provides operational context to explain data anomalies, outliers, or recurring issues.

Other Information

URGENT!!! CRITICAL RECRUITMENT INFORMATION

Applications and/or resumes are evaluated on the information received by the application deadline. Please ensure that your application or resume clearly demonstrates how you meet the minimum qualifications for the position for which you are applying, this includes providing all relevant educational dates and a detailed description of relevant work experience, including months/years of employment. Applications and/or resumes may not be considered if information is incomplete.

In order for a resume to be used in lieu of an application the resume must have been submitted online via the City's Applicant Tracking System.

Positions requiring a high school diploma/GED certificate must be obtained from a school/program accredited by the Department of Education and recognized by the U.S. Secretary of Education.

The minimum education requirement for positions that allow for experience equivalency for an accredited degree is a high school diploma. Unless otherwise specified, an accredited degree must be obtained from a college or university listed with the U.S. Department of Education and recognized by the U.S. Secretary of Education.
For positions with a salary grade of EX6 or higher that require an accredited degree, qualifying professional experience must be obtained AFTER the accredited degree is obtained.
Successful completion of a pre-employment criminal history/background check is required for all positions. Some positions require a post offer drug screen and/or physical.

If appointed, non-residents must obtain residency inside Kansas City, Missouri's city limits within nine months.

The City of KCMO is an equal opportunity employer that values diversity and inclusion in the workplace. The City is committed to providing a workplace environment for its employees and citizens free from discrimination based on race, color, sex (including pregnancy), national origin, religion, age, disability, marital status, genetic information, sexual orientation, or gender identity. For more information, please see our EEO Policy

The City of KCMO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 816-513-1908 or send an e-mail to accommodations@kcmo.org .

If claiming military veterans' preference points, you must attach a copy of your DD-214 or a DD-256 (for reservists). To claim veterans' points you must have served 180 days of regular active duty service and be discharged or released under honorable conditions during peacetimes or 90 days of active duty service, one (1) day during "wartime" and a last discharge or release under honorable conditions. (DOD) 38 U.S. Code • 4211).

Salary:

$20.48-$30.71/hour