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Request for Additional Project Manager Position and Customer Care Specialist for Utilities Department
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BRIEF OVERVIEW
The Utilities Department is asking for a new project manager position and a customer care specialist to meet the growing needs of the department. The justification for the requests is as follows:
Project Manager Position: The Utilities Department has been successful in obtaining grant funding to continue with converting existing septic systems to centralized sewer to comply with the state mandates for Weeki Wachee Springs. Currently, the Utilities Department is under construction with a portion of the first phase of District A and is expected to receive an additional $18.3 million to complete it. Most recently, we received word that we have been awarded $13,080,900 in funding from Supplemental Appropriation for Hurricanes Helene, Milton and Hawaii Wildfires (SAHM) to begin the construction of District A, Phase 2.
With these septic to sewer grant projects, a large amount of staff time is needed to manage the grant compliance and requirements for funding, handle resident questions and concerns, and facilitate all phases of the projects from design and construction (which includes connecting the homes to the sewer system). Due to the increase in the septic to sewer projects, the Utilities Department is requesting use of reserves to add a project manager position during the current fiscal year. This position will assist with continuing the septic to sewer projects that are required by the Weeki Wachee Basin Management Action Plan (BMAP). The position description is included for consideration.
Customer Care Specialist: Due to the growth and activity within the County, the Utilities Department has been dealing with a large call volume in our customer service department and on-hold waiting times for our customers have increased. Subsequently, to meet this high call volume, the Utilities Department is asking for an additional customer care specialist to assist with providing a better level of service for our customers and reduce the on-hold call wait times. The position job description is included for consideration.
FINANCIAL IMPACT
Upon approval by the Board, the additional positions for FY26 are estimated to be $51,000 for FY26 for the project manager and $32,000 for the customer care specialist (including benefits).
LEGAL NOTE
The Board is authorized to act on this matter pursuant to Chapter 129.06, Florida Statutes.
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RECOMMENDATION
It is recommended that the Board authorize the hiring of an additional Project Manager and Customer Care Specialist for the Hernando County Utilities Department in FY 2026.