Director of Community Relations

Key Responsibilities 

• Establish the overall communication plan and evaluate the effectiveness of the communications efforts. Coordinate community messaging with local jurisdictions and regional partners to promote clear, consistent, timely, and accessible information on issues of shared interest, including public projects, policies, water supply conditions, emergencies, and other community-wide initiatives. Organize and lead community engagement campaigns related to OWASA policies, capital projects, organizational budget, and other strategic projects and programs. 

• Ensure timely, accurate and relevant information is provided to various stakeholders including the Executive Director, OWASA staff, and the OWASA Board; provide reports and coordinate efforts with local municipalities and the University of North Carolina. 

• Professionally represent OWASA’s values to the public, decisionmakers, and other community members. Regularly required to attend and present at evening Board and community meetings. 

• Serve as Public Information Officer during emergency situations, ensuring timely and accurate information; available to respond outside of business hours. Emergency communications coverage is coordinated within the communications team. 

• Responsible for all aspects of billing, collection, and customer service activities; handle customer escalations; assess the overall satisfaction of customers in their interactions with the organization; identify and pursue technological opportunities to improve the customer experience and ensure secure and efficient interactions. 

• Oversee all aspects of the organization’s customer assistance program by ensuring fair and equitable distribution of funds to those in need; assess the adequacy of funding versus needs for assistance and pursue additional opportunities; monitor distribution of funds; work with various partners to administer the program; develop promotional materials and activities. 

• Build and manage departmental budget and plans; ensure compliance with all federal, state, and local regulations, as well as internal policies. 

• Support and lead a team of professionals in the following positions: Public Information Officer and Customer Service Manager. 

• Perform any other related duties as required or assigned.