Montgomery County Government

About the Position

The expected salary range for this role on hire is $95,788 to $154,248.

WHO WE ARE

The Office of Community Use of Public Facilities (CUPF) works with community groups and individuals to plan for, and issue permits for, use of space for events and programs in public schools, including ball fields, located in the County as well as County government buildings and libraries.

WHO WE ARE LOOKING FOR

The Core Services Manager leads the Office of Community Use of Public Facilities (CUPF) core program services for County-owned and Montgomery County Public Schools (MCPS) facilities. The employee serves as the strategic business leader of the most expansive public-sector hospitality and event venue enterprise in the United States, managing administrative processes and program operations for more than 17,000 community activity and event facilities including venues located in Maryland designated Arts and Entertainment districts, hosting local, regional, national, and international events including banquets, conferences, art shows, sports tournaments, music concerts, festivals, theater performances, recreation programs, educational training, and personal celebrations, many of which may attract thousands of participants, resulting in more than 40,000 contracts annually.

The employee coordinates with MCPS and County leadership, overseeing special initiatives, memoranda of understanding, and agreements with State and County partners.

The employee will directly supervise and train 11 permanent staff and three staff assigned from other departments. The employee has secondary oversight of multiple hourly staff, including food and beverage, set-up, tear-down, clean-up, maintenance, security, media services, and event coordinators who support operations.

The employee in this position must implement strategies to meet or exceed the expectations of customers; ensure that contract terms meet County requirements; create and maintain positive relationships with 6,000 clients and community partners. This is accomplished by resolving concerns raised and working collaboratively; speaking at community meetings; inspecting venues to ensure cleanliness, safety, and security. This employee will ensure that scheduled facility maintenance and renovations create minimal disruptions to operations; develop and maintain continuity of operations plans; procure goods and services for community use, including information technology tools and software. Administrative work includes developing and analyzing reports on revenue, reservations, and customer feedback and the consistent implementation of CUPF policies and procedures while recommending operational enhancements to the Director.

No public appropriations or tax dollars fund the CUPF program. The employee must maintain and enhance revenue raised through fees which are the only support for operations and administer the allocated operating budget. Activities and events are scheduled seven days a week. Facility staff are in facilities as early as 5:00 a.m. and as late as 2:00 a.m. The selected employee must be available to work after regular business hours, on weekends, and holidays. The employee is expected to respond to emergencies or situations as needed.

The selected individual must be able to navigate complex and sensitive situations, seek creative solutions, maintain excellence in customer service while consistently implementing CUPF policy despite challenges, champion change, and manage the implementation of facility and business operations initiatives.

What You'll Be Doing

Duties include but are not limited to:

• Planning: Plans, develops, implements, adjusts, and evaluates services related to the use of public facilities, including long-range strategic planning.
• Resolve complex operational matters: Independently resolve complex operational problems and sensitive issues with a vibrant, diverse community requiring diplomacy and negotiation skills, as well as address emergencies and other critical matters that arise. Analyse highly sensitive related issues and recommend appropriate strategies. Liaise between multiple levels of County Government, MCPS, and community groups, some of which are politically sensitive, in addressing issues related to accessing public space. Conducts meetings with user groups to arbitrate problems, property damage, etc.
• Manage, lead, and develop staff: Recruit, interview, select, train, manage, and supervise 11 full-time CUPF staff, 1 full-time CEC staff, and 2 part-time CEC staff. Plan and conduct staff development directly related to CUPF's mission and delivery of core services. Provide learning opportunities and other training for staff. Ensure staff complete all training required by the County. Create and establish Performance Planning and Evaluation plans, mid-year progress, and annual evaluations.
• Assess customer experience: Identify and assess the efficacy of customer service support, areas of guidelines that may require modification, etc. in order to ensure the best possible customer experience is attainable. This requires review of customer data, schedules, reports, guidelines, directives, Board resolutions, laws, and customer feedback. Make changes to procedures based upon review and analysis; recommend changes to the CUPF Director and other Managers; recommend changes to the Interagency Coordinating Board when necessary. Work with staff and users to maximize the success of activities and events that are large, high-volume, complex, atypical, culturally/politically sensitive, and or demanding.
• Communications and community outreach: Create and contribute to blog posts, newsletters, podcasts, etc., as needed in coordination with the CUPF communications and outreach manager. Meet with high-level officials and community leaders to create partnerships and conduct outreach to community organizations and citizen activists.
• Provide administrative support for community use programs and the CUPF Director: Prepare written documents, as needed, regarding CUPF operations, policies, and procedures. Prepare written correspondence for the Director concerning inquiries, problems, and issues raised by schools, community users, or government officials related to guidelines, policies, procedures, etc. Prepare reports, guidebooks, and address licensing issues that arise from community use situations. Prepare, request, and review budget items pertaining to Core Services. Organize and analyze data pertaining to patterns of use, workflow issues, etc. Serve as backup to the after-hours on-call supervisors and coordinate with ICB weekend supervisors to help manage weekend and evening community use, as needed.
• Direct customer support: Serve as the primary liaison, developing strategies to enhance the timely submission of customer requests and allocation of space, troubleshooting problems, handling emergency requests for added space and/or cancellations, and making determinations concerning the level of fees or free use when applicable. Work with staff and users to maximize the success of large, high-volume, complex, atypical, culturally/politically sensitive, and/or demanding activities and events.

Presentations, trainings, meetings, and events often occur during evenings and/or weekends. Thus, evening and weekend work is required.

This position requires possession of a valid driver’s license and the ability to drive a county vehicle to event locations, attend meetings, and perform other work at locations outside the office.

To ensure a positive workplace and to comply with federal, state and County laws, the incumbent is responsible for completing mandatory trainings within the first three to six months or within the specified timeframe.

Minimum Qualifications

Experience: Five (5) years of progressively responsible professional experience in managing and facilitating access to a variety of meeting room facilities and indoor/outdoor event venues, serving a diverse and politically active community. This experience is within a complex customer-focused program, hospitality, or similar business service.

This experience includes implementing or utilizing meeting room scheduling systems to optimize room utilization, avoid double bookings, and improve efficiency in allocating meeting and event spaces.

Education: Graduation from an accredited college or university with a Bachelor's Degree.

Equivalency: An equivalent combination of education and experience may be substituted.

Driver’s License: Possession of a valid Class "C" (or equivalent) driver’s license from the applicant's state of residence

Preferred Criteria, Interview Preferences

All Applicants will be reviewed by the Office of Human Resources (OHR) for minimum qualifications. Those applicants who meet minimum qualifications will be rated “Qualified,” placed on the Referred List, and may be considered for an interview. Employees meeting minimum qualifications who are the same grade or higher will be placed on the Referred List as a “Transfer” candidate and may be considered for an interview.

Preference for interviews will be given to applicants with experience in the following:

• Experience managing a significant program area or service utilizing multiple resources and making decisions with long-range strategic implications or policy precedence implications.
• Experience in supervision and training of employees, volunteers and contracted workers,
• Experience in oral and written communications that convey information (i.e., training materials/presentation, procedural documentation, correspondence, reports requiring research prior to making recommendations)
• Experience in facilitating access to and managing operations of indoor and outdoor event venues.
• Experience in managing all aspects of event coordination, including venue selection, logistics, vendor relations, and on-site support.
• Familiarity with event management software, reservation systems, and scheduling platforms such as Vermont Systems, RecTrac, and WebTrac.
• Experience in delivering customer service and hospitality with an overall focus on the total customer experience from beginning to end.
• Experience in working with venue owners and managers to ensure facilities are in acceptable condition including cleaning, general maintenance, furnishings, audio-visual, and other equipment.
• Experience working with culturally diverse and politically involved community groups.

If selected for consideration for a position, you may be required to provide evidence that you possess the knowledge, skills and abilities indicated on your resume.

IMPORTANT INFORMATION

The Office of Human Resources (OHR) reviews the minimum qualifications of all applicants, irrespective of whether the candidate has previously been found to have met the minimum requirements for the job or been temporarily promoted to the same position. This evaluation is based solely on the information contained in the application/resume submitted for this specific position.

Montgomery County Government(MCG) is an equal opportunity employer, committed to workforce diversity. Accordingly, as it relates to employment opportunities, the County will provide reasonable accommodations to applicants with disabilities, in accordance with the law. Applicants requiring reasonable accommodation for any part of the application and hiring process should email OHR at Hiring@montgomerycountymd.gov. Individual determinations on requests for reasonable accommodation will be made in accordance with all applicable laws.

MCG also provides hiring preference to certain categories of veterans and veterans/persons with a disability. For more information and to claim employment preference, refer to the Careers webpage on Hiring Preference.

All applicants will respond to a series of questions related to their education, relevant experience, knowledge, skills, and abilities required to minimally perform the job. The applicant's responses in conjunction with their resume and all other information provided in the employment application process will be evaluated to determine the minimum qualifications and preferred criteria or interview preference status. Based on the results, the highest qualified applicants will be placed on an Eligible List and may be considered for an interview. Employees meeting minimum qualifications who are the same grade will be placed on the Eligible List as a "Lateral Transfer" candidate and may be considered for an interview.

This will establish an Eligible List that may be used to fill both current and future vacancies.

If selected for consideration for this position, you may be required to provide evidence that you possess the knowledge, skills, and abilities indicated on your resume.

Montgomery County Ethics Law: Except as provided by law or regulation, the County's "Public Employees" (which does not include employees of the Sheriff's office) are subject to the County's ethics law including the requirements to obtain advanced approval of any outside employment and the prohibitions on certain outside employment. The outside employment requirements of the ethics law can be found at 19A-12 of the County Code. Additional information about outside employment can be obtained from the Ethics Commission website.

Leave Benefits

Our generous leave package starts with non-MLS permanent and term employees earning 15 days of sick leave and 15 days of annual leave in their first year, as well as up to three additional personal days each calendar year. Positions in MLS earn 35 days of paid time off each year. In addition, we offer all employees 10 paid holidays. Our leave policies adhere to the Family Medical Leave Act of 1993, and we provide six weeks of paid parental leave for new parents.

Retirement Benefits

All permanent and term positions are eligible for robust retirement plans. Public safety positions are eligible for a defined benefit pension plan in which they are vested after only five years. Employees in non-public safety positions can participate in retirement plans that contribute up to 12 percent of their annual salary. All employees can also participate in a supplemental retirement plan, the 457 Deferred Compensation Plan, to contribute even more to their retirement goals.

Tuition Assistance & Student Loan Forgiveness

Montgomery County employees are eligible to participate in the Federal Public Service Loan Forgiveness Program. Participants who meet all requirements may qualify for forgiveness on the remaining balance on their Direct Loans after making 120 qualifying monthly payments under a qualifying repayment plan while working full-time in a qualifying public service position. To learn more about PSLF, please visit the Student Loan Repayment Benefits page. Our tuition assistance program allows you to receive up to $2,130 annually in tuition assistance to help you achieve a degree that supports your career path.

Free Mass Transit Benefit

County employees are entitled to use the RideOn Bus service for free with a valid County-employee ID. This benefit can be used any time of the day or evening, including weekends. We also offer a pre-tax flexible spending account to reduce the cost of other mass-transit options such as MARC trains and Metro.

Reduced Child and Health Care Costs

Working for Montgomery County also entitles permanent and term employees to participate in healthcare and childcare Flexible Spending Accounts. These plans allow eligible employees to save on a pretax basis for healthcare and dependent care costs incurred during the plan year.

Employee Wellbeing

We deeply care about your holistic wellness. Our award-winning wellness program, LiveWell, will support you in improving and maintaining your physical, mental, financial, social, and intellectual well-being.

Learn more about our wonderful benefits available to you once you join our team. Montgomery County Benefits

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