Coordinator, Contracts and Services (Waste Management)

The Role

Assists to administer waste collection and diversion contracts, ensuring service delivery per contract terms and conditions. Coordinates follow up to customer service requests and resolves escalations. Implements programs and recommends process improvements.

Duties/Responsibilities

• Assists to administer the day-to-day operations of waste collection and diversion contracts (e.g., organics/recycling/garbage collection, multi-residential, large items, yard waste). Monitors the financial, safety, environmental, and operational performance of contracts to ensure requirements are met. Resolves problems with contractors, as necessary; refers serious problems to supervisor.
• Works with area municipalities, waste collection contractors, businesses, and other stakeholders to identify key waste streams and determine best methods of collecting and processing recyclable, compostable, and waste materials.     
• Reconciles monthly contractor invoices against activity data for payment, per management approval. Monitors collection activity, generates reports, and flags unusual and anomalous activity. Follows up with contractors, management, and staff and resolves discrepancies.  
• Administers program database for diversion programs (e.g., collection data, audits, garbage rebates, garbage tags, recycling program inventory). Updates new residential/business waste management services in GIS. Updates standards, eligibility, quality control, issue resolution, and exemptions. Reconciles data with external database (e.g., MPAC).
• Participates in program development with divisional staff and implements programs. Coordinates details including payment, contracts, and logistics. Recommends process improvements.
• Assists supervisor to develop waste collection and diversion contracts. Researches and writes terms and conditions and negotiates services/specifications for addition into current contracts for supervisor approval.
• Receives and coordinates follow up to service requests (complaints/inquiries). Resolves escalated complaints and obtains additional information. 
• Consults with and advises inspectors regarding inspection reports. Assesses and handles escalated/complex investigations. Makes recommendations to supervisor for financial penalties to contractors.
• Documents and monitors customer service requests, issues and resolutions, inquiries, and contractor performance management issues for waste collection contracts. Prepares reports regarding contract performance (e.g., tonnages collected, service requests) and provides recommendations for service improvements. 
• Provides guidance to divisional and contact centre staff regarding information scripts. 
• Participates with Community Planning staff to develop building code amendments related to waste management, including containers, space requirements, and road geometry.
• Provides information for inclusion in Planning and Public Works Committee reports, as requested by manager (e.g., site reviews for new services, progress of program implementation)
• Attends conferences, business group meetings, and citizen group meetings to gather and provide information on programs and services. 
• Removes waste and recyclables as needed when following up on customer issues. Secures and transports to recycling facility/landfill. 
• Participates in the procurement process for waste collection services, including vehicles and equipment.   
• Recommends to supervisor clauses/amendments to contracts; liquidated damages; and program costs (e.g., blue boxes, carts). Has a p-card.
• Performs related duties as assigned.

Knowledge, Skills, and Abilities

• Knowledge of contract management; implementation of waste collection, composting, waste reduction programs; financial analysis and budgeting skills, acquired through a 3-year diploma/degree in Science, Engineering, Environmental Studies, Business Administration, or a related field, plus 3 years of directly related experience.
• Knowledge of and ability to comply with policies, procedures, related legislation (e.g., Environmental Protection Act, municipal by-laws), and the Environmental Management Systems (EMS).  
• Problem solving, analytical, and assessment skills to interpret/enact contract terms and conditions, resolve service issues, reconcile program data and prepare contractor payments, implement programs, and recommend program/service improvements. 
• Communication and human relations skills to obtain and clarify information to resolve complaints; advise staff regarding services and contracts; maintain relationships with contractors; conduct training and presentations; and participate as an effective team member.
• Ability to write clear, concise letters, recommendations, committee reports, contract terms/ conditions, and technical data (e.g., tenders, requests for proposals). Ability to read and interpret contracts and industry publications.
• Computer skills with ability to use software such as Microsoft Office, a customer service database, GIS, and geoware.
• A valid Class G driver's license (or G2 with 3 years of driving experience) and acceptable driving record are required to drive a corporate vehicle.
• Ability to support and demonstrate the Region’s values.