SUMMARY:

Under policy direction, manages the development, implementation and evaluation of public affairs, public awareness, and outreach programs, while supporting staff with industry engagement, community education and outreach programs utilizing both traditional and digital outreach tools; represents the District on public and media relations matters; manages the brand and reputation of the District; plans and executes crisis management actions in response to outside forces; provides professional assistance and guidance to District Board Members, General Manager, managers, and others on public affairs and community outreach matters; ensures employees are kept informed of District issues and develops internal communications products. Duties and responsibilities are carried out independently within the framework of established policies and procedures. The work of this class is highly responsible and complex.

ESSENTIAL FUNCTIONS:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific duties does not exclude them from the position.

1. Oversee community outreach programs in collaboration with subject matter experts across all District departments; serve as a liaison with District departments relative to projects affecting the community; coordinate and conduct community informational meetings and seek public input; arrange and conduct tours of District facilities; prepare and deliver speeches to community groups and assist in coordinating other speakers as needed; represent MNWD at community and water industry meetings and events; serve as a liaison with citizens, homeowners groups, community organizations and a variety of governmental organizations and officials; respond to customer inquiries and complaints regarding District services, programs, policies, and other related subjects and programs.
2. Oversee the District’s comprehensive communication and outreach strategy for external audiences; coordinate external outreach programs including outreach efforts for Customer Service, Engineering, Finance, Water & Wastewater Operations, and Water Efficiency and other District programs and projects; produce communication materials, including graphics and various digital formats, for print and electronic newsletters, social media content, news releases, billing inserts, brochures, photo displays, slide shows, video productions, and other customer facing content.
3. Manage media outreach and review, edit, and approve press releases and materials for press events; coordinate press briefings and tours; develop media outreach plans and maintain media lists; maintain relationships with the media (including general media, Homeowner Associations and other media outlets/publications) and provide continuous information for the District.
4. Review, edit and approve the monthly customer billing inserts; review, edit and approve District internal and external publications including informative brochures, newsletters, educational materials, PowerPoint presentations and web copy; serve as the point of contact for staff with the District's bill presentment and printing vendor on bill messaging and bill inserts.
5. Manage the District’s website in coordination with the Information Technology Department; engage with subject matter experts to ensure web content is reviewed and updated as appropriate; regularly review and prepare recommendations for enhancing the website to support the District’s communication and customer engagement objectives.
6. Lead the District’s engagement in industry and community programs to support the Board of Directors, General Manager, and other staff; communicate and share activities, successes, and messages from the District.
7. Support the development of District publications and reports, including the Annual Water Quality Report, Annual Budget Report, etc.
8. Oversee educational programs for schools and other youth groups such as scouts, recreation programs, nature study programs, etc.; schedule education classes, tours and events; lead education-related events and educational activities associated with District programs.
9. Manage the District’s social media strategy; review, edit and approve content and provide regular updates to website and social media channels; coordinate with appropriate staff and manage responses on social media channels as appropriate; coordinate and support District staff in all customer responses to provide consistent communication and messaging.
10. Coordinate the displays and exhibits for community fairs, school programs, and other community events; manage District events by reviewing, editing, and approving posters, signs, exhibits, displays and other informative materials; coordinate the operation of all audio-visual and video equipment for community or in-house informational presentations.
11. Prepare, coordinate, and lead the District outreach program both in preparation and during emergency situations; serve as the primary Public Affairs responder in the Emergency Operations Center during emergencies.
12. Coordinate participation and partnerships with local cities and/or agencies for various community events, educational programs, and regional public forums; monitor and track public affairs activities of other local cities, the County of Orange, Local Agency Formation Commission (LAFCO) and other regional agencies; lead the development and coordination of regional outreach programs.
13. Manage the use of analytics to support District objectives; proactively deliver analysis to stakeholders utilizing data across communication channels; identify meaningful trends or patterns that impact strategic decisions and future communication campaigns; develop and implement customer surveys and focus groups to get feedback to drive communication strategy; coordinate the analysis of all channels and data including Search Engine Marketing, Search Engine Optimization, Social Media, and Customer Relationship Management.
14. Recommend data analytics modeling that would strengthen the impact of the District's communication strategy; proactively provide recommendations to interpret customer information for creating intelligent, personalized communication campaigns; oversee development of sophisticated models to address customer engagement challenges such as customized content recommendations, targeting and campaign response modeling.
15. Oversee the preparation and management of the annual Communications budget; review, edit, and approve specifications and contract documents; review and approve purchase requisitions and invoices for payment; monitor budget versus actual expenses throughout the year; lead the development of department goals and objectives that are consistent with District policy.
16. Attend meetings and functions outside the normal workday; participate in community events, tours and trips on weekends as necessary; attend Board of Directors & Committee meetings; provide the General Manager with reports, recommendations, and information for the District’s Board of Directors relative to public outreach efforts, activities and initiatives; provide input/expertise regarding public relations strategies.
17. Manage the activities of communications, graphic design, video production, website design and other outreach consultants.
18. Plan, organize, direct, and evaluate the performance of assigned staff; make decisions regarding hiring, discipline, and promotion of subordinates; monitor and rate performance of subordinate staff; provide feedback and counseling relative to personnel issues; exercise authority for personnel actions consistent with District policies and other applicable rules and regulations; develop subordinates by encouraging professional growth.
19. Attend conferences and public and professional meetings; act as liaison to federal, state, and local agencies regarding operation activities; be mindful of new trends and innovations in the fields of customer engagement, public communication and outreach.
20. Coordinate photographic services for District events, projects, and employee events such as Service Award presentations, public relations functions and ceremonies, etc.; work with District staff and consultant to coordinate the annual employee portrait.
21. Provide professional advice and assistance to the General Manager, other management staff, Board Members, and other District staff on public information, media relations, community outreach, reputation management, and related matters.
22. Perform other duties and special projects as assigned.