Public Information Specialist

Department: Charlotte Water Department

Welcome to the City of Charlotte

Charlotte is America’s Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents.

Our guiding principles include:

- Attracting and retaining a skilled and diverse workforce
- Valuing teamwork, openness, accountability, productivity, and employee development
- Providing all customers with courteous, responsive, accessible, and seamless quality services
- Taking initiative to identify, analyze, and solve problems
- Collaborating with stakeholders to make informed decisions

SUMMARY
Charlotte Water is seeking a Public Information Specialist to develop and manage social media content that helps customers understand water and wastewater services. This position creates clear, engaging posts; monitors customer conversations; and uses performance data to improve how Charlotte Water communicates with the community. The specialist works closely with the Communications Team and coordinates customer inquiries with Customer Service and other staff.

The salary for this position is $68,188.50 - $75,764 commensurate with experience.

MAJOR DUTIES AND RESPONSIBILITIES:

- Develop, write, edit and publish social media content, including text, images and short videos, for Charlotte Water’s platforms.
- Plan and maintain a content calendar. Schedule posts using Sprout Social or other approved tools.
- Ensure content is accurate, accessible and consistent with Charlotte Water’s brand voice, style and messaging.
- Monitor comments, direct messages and other interactions. Respond within established guidelines and promptly route account or service questions to Customer Service and sensitive or emerging issues to the Communications Team.
- Work with subject matter experts and Communications Team members to turn technical information into useful, easy-to-understand content.
- Support social media communications about customer programs, service changes, conservation, construction and other utility topics.
- Track engagement, click-through rates, audience growth and other relevant measures. Prepare regular reports with findings and recommendations for improvement.
- Maintain organized records of content, approvals and performance reports in accordance with City procedures.
- Perform other related duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES:

- Strong writing, editing and proofreading skills, including the ability to explain technical topics in plain language.
- Experience creating content for multiple social media platforms, including graphics and short videos.
- Ability to use social media scheduling, monitoring and analytics tools; experience with Sprout Social is preferred.
- Sound judgment when engaging with the public and identifying inquiries or issues that need prompt attention.
- Ability to interpret performance data and use it to improve content.
- Knowledge of accessible digital content practices.
- Strong organization skills and the ability to manage a publishing schedule while responding to timely requests.
- Ability to collaborate with colleagues and maintain a consistent voice across communications.

PREFERRED QUALIFICATION:

- Associate or bachelor’s degree in communications, public relations, journalism, marketing or a related field.
- Experience creating social media posts, graphics or short videos through coursework, internships, volunteer work or employment.
- Familiarity with social media scheduling and analytics tools, including Sprout Social.
- Interest in public service and communicating water and wastewater information to customers.

MINIMUM QUALIFICATIONS:

- High school diploma or equivalent.
- Five (5) years of direct work experience

OR

- 2 Year College Degree
- Three (3) years of direct work experience

CONDITIONS OF EMPLOYMENT

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.

Our culture is to serve the community honorably.

HOW TO APPLY

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby, where self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC 28202. We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays.

For questions about your application or the hiring process, please email [email protected]

The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the Innovation & Technology ADA request form or call 704.336.4120.

BENEEFITS

The City of Charlotte provides a comprehensive benefits package to eligible employees.

Click   here   to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.