Management Assistant

City of Takoma Park, MD Class Specification

CLASS TITLE: Management Assistant
DATE: 03/2009
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Under general supervision, assists the City Manager, Deputy City Manager or department heads with administrative matters. Employees in this class are usually oriented toward broad public management careers. Work involves directing or participating in gathering information, making statistical analyses, preparing reports, studying special administrative problems, developing improved administrative systems, and assisting with special projects as assigned. Contact with the public is an important element of some assignments. Work is performed under general direction and requires initiative and independent judgment.


Customer Service

Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands all City services, maintains pleasant and professional image. Anticipates, monitors and meets the needs of internal and external customers and responds to them in an appropriate manner. Continually seeks to provide the highest quality service to all customers. Listens carefully when dealing with the public and communicates concern through tone of voice and by taking action to solve their problems in a timely manner. Complies with the City’s Customer Service Policy, including 24-hour response time for telephone calls and e-mails. Explains departmental and City issues to the public in a manner that demonstrates interest and concern for their problems. Listens well, diffuses conflict before it starts, finds causes of and solutions to problems, handles difficult people.


Communicates well both verbally and in writing when required, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills. Effectively conveys information and expresses thoughts and facts. Demonstrates effective use of listening skills and displays openness to other people’s ideas and thoughts. Keeps key employees informed regarding relevant information. Shares information with other members of the team to foster teamwork and to further attainment of the City’s goals. Written and oral information is presented in a manner that projects a positive and professional image of the City.

Reports problems, concerns, issues that should be corrected. Readily shares information and ensures that team members are kept informed and up-to-date. Establishes team and individual accountability for goals, objectives and outcomes. Intervenes as necessary to identify and resolve conflict among team members. Makes conscious and deliberate efforts to build team spirit and identity.

Job Knowledge

Understands duties and responsibilities, has necessary technical skills, understands the City’s mission/values, keeps job knowledge current. Demonstrates the appropriate level of proficiency in the principles and practices of one’s field or profession. Demonstrates a commitment to continuous improvement, including the understanding and application of technology where appropriate. Operates within the organization's formal and informal structures, builds allies and relationships across departments, uses allies to build consensus and create results, is appropriately diplomatic, understands others' roles and perspectives, can sell projects and ideas across the organization. Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs. Prioritizes well and reacts to opportunities. Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.



Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development.

Problem Solving/Analysis

Skilled in the use of computers, adapts to new technology, keeps abreast of changes, learns new programs quickly, uses computers to improve productivity. Makes good use of web tools and on-line resources, can implement and manage web projects.

Decision Making/Judgment

Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, understands the difference between critical details and unimportant facts.

Results Focus

Targets and achieves results, sets challenging goals, prioritizes tasks, overcomes obstacles, accepts accountability, sets team deadlines and responsibilities, listens to others and values opinions, helps team leader to meet goals, welcomes newcomers and promotes a team atmosphere.


Assist with grant administration (preparing reports, keeping track of expenditures, closing out grants in compliance with City procedures).

Write testimony, speeches, and articles on behalf of Council, City Manager or departments. Work with Media Specialist and City TV staff to promote events or present information via social media and cable television.

Function as staff to task forces and committees as needed.

Assist with planning and implementing special events.

Assist departments with carrying out specialized activities, such as coordinating cultural programming (including booking, scheduling and promoting entertainment or educational performances) or creating and promoting a wellness program for staff.

Assist with residents’ survey and related focus groups; coordinate implementation of City improvements based on information learned from residents.

Conduct research on department programs and functions.

Present information to the public at community association meetings, committee meetings, community events, etc.

Develop, or assist in development of, administrative procedures and policies.

Conduct training on policies and procedures.

Handle a variety of highly sensitive and complex matters on behalf of the City Manager, Deputy City Manager or a department head.

Ensure that critical projects are kept on project deadline and on budget.


Assist citizens and community groups in requesting City services.

Participate on interview panels as needed.

Provide administrative support to other department staff.

Performs other related duties as assigned.


  • Vehicle
  • Computer
  • General Office Equipment


Education and Experience

Bachelor’s degree from an accredited four-year college or university in Public Administration, Business Administration or a related field; and

One or two years of progressively responsible experience; or,

Any combination of education, training and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.

Licenses and Certifications

Valid driver’s License desirable


Knowledge of:

The principles and practices of public administration and management.

Basic municipal budgetary principles and practices.

Research methods and techniques and methods of report preparations.

Applicable state, federal and local ordinances, laws, rules and regulations.

All computer applications and hardware related to performance of the essential functions of the job, including electronic spread sheet, graphics, data base, and word processing computer applications.

Skill in:

Using tact, discretion, initiative and independent judgment within established guidelines.

Researching, compiling, and summarizing a variety of informational and statistical data and materials.

Organizing work, setting priorities, meeting critical deadlines, and following up on assignments with a minimum of direction.

Applying logical thinking to solve problems or accomplish tasks; to understand, interpret and communicate complicated policies, procedures and protocols.

Using mathematics.

Communicating clearly and effectively, both orally and in writing.

Preparing clear and concise reports, correspondence and other written materials.

Mental and Physical Abilities

Ability to speak effectively before public groups and respond to questions.

Ability to deal with many variables and determine specific action.

Ability to read, analyze and interpret professional periodicals and journals, technical procedures and government regulations.

Ability to interpret a variety of instructions in written, oral, diagram or schedule form.

Ability to define problems, collect data, establish facts and draw valid conclusions.

While performing the essential functions of this job the employee is frequently required to walk, sit, use hands to finger, handle, or feel, reach with hands and arms, climb or balance, and speak and hear.

Working Conditions

Work is performed in a normal office environment with little exposure to outdoor temperatures or dirt and dust.

The incumbent’s working conditions are typically moderately quiet.

file: Management Assistant

This class specification should not be interpreted as all inclusive. It is intended to identify the essential functions and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this specification. Any essential function or requirement of this class will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.