Anita Ebersole Gets Newly Created Post Over 311 Program; Keeps $98,538 Salary

Tuesday, April 9, 2013

Anita Ebersole, Mayor Ron Littlefield's deputy to the mayor, has been chosen for a newly-created "director of citizen services" post that will be over the 311 call center program.

Richard Beeland of the mayor's office said Ms. Ebersole will keep her current $98,538 salary.

He said it is "not an appointed position" that would be subject to change by the new Andy Berke administration.

Mr. Beeland said the hiring decision was made by officials in the Information Systems department that oversees 311.

Liz Henley, the longtime manager for 311, also applied..

Ms. Ebersole once worked under Ms. Henley at 311, but she rose to the deputy to the mayor position when Mr. Littlefield became mayor.

Ms. Henley makes $50,675.

Mr. Beeland said her 311 manager position would not be effected.

Ms. Ebersole earlier was in line to be named City Court clerk, but she withdrew after there was some objection on the City Council.

Here is the job description for the new post:


Incumbents in this classification are responsible for directing staff and activities related to defining and refining City administration’s forward (citizen)-facing initiative. Duties include developing key performance indicators supporting citizen/customer satisfaction, a “reverse” 311 strategy, and improving interdepartmental use of 311 services to enhance the citizens’ interaction with City government. Work is performed under administrative review, working with the maximum degree of initiative and judgment.


The Director, Citizen Services is a stand-alone position.



(The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.)

Supervises division staff to include prioritizing and assigning work; conducting performance evaluations; ensuring staff is trained; ensuring that employees follow policies and procedures; maintaining a healthy and safe working environment; making hiring, termination and disciplinary decisions.

Develops and maintains an effective citizen communication plan designed to solicit citizen attitudes and concerns from analysis of the City’s existing 311, website and social media avenues and other sources of citizen input. Directs citizen focus of the City’s website.

Investigates citizen complaints and complaint issues, meeting with individual citizens, citizen groups, related agencies and effective City departments to address citizen issues with City services and to assist departments with the development and dissemination of effective customer service practices. Follows up to ensure resolution of outstanding issues as needed.

Recommends practices for greater government transparency and access through auditing entities, ChattanoogaResults participants, IS, records manager and department heads, etc. to set and maintain policy and procedure standards for transparency initiatives and information access.

Directs, reviews and participates in the development of a variety of reports, papers, communications, schedules and/or other related documents.

Prepares and administers division budget; monitors and controls expenditures.

Performs other duties as assigned.


Associates’ degree in business administration, public administration or a related field, and five years of related progressively responsible experience in citizen relations, community relations and customer support. Must have two years supervisory or management experience in a municipal government setting.

Must have strong written and verbal communication skills and the ability to communicate effectively with a wide variety of individuals and groups.




Knowledge of managerial principles; customer service principles; community relations principles, budgeting principles; 311 system and customer service center operation principles; media relations principles; applicable federal, state and local laws, ordinances, codes, rules, regulations, standards, policies and procedures; research methods; administrative complaint processes and presentation techniques.

Skill in monitoring and evaluating the work of subordinate staff; prioritizing and assigning work; using computers and related software applications developing and implementing public relations programs; interpreting and applying applicable laws, ordinances, codes, rules, regulations, standards, policies and procedures; preparing business correspondence; handling multiple tasks simultaneously; speaking in public; coordinating special events; communication and interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction.


Positions in this class typically require reaching, fingering, grasping, talking, hearing, seeing and repetitive motions.


Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.


Safety Sensitive: N

Department of Transportation – CDL: N

Child Sensitive: N

The City of Chattanooga, Tennessee is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the City will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

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