Manager, Community Relations and Outreach
City of Charlotte, Charlotte, NC, United States
Summary
The Manager of Community Relations and Engagement leads CATS’ community engagement and outreach efforts, ensuring customers, neighborhoods and stakeholder organizations throughout Mecklenburg County and outlying areas are informed, heard and meaningfully engaged in transit-related initiatives. This role is responsible for developing and implementing engagement and outreach strategies supporting service changes, major projects and planning and ongoing operations and service enhancements while strengthening relationships with community partners and advocacy groups.
Major Duties and Responsibilities Community Engagement Strategy & Program Leadership
Develop and implement CATS’ community relations and outreach strategies in alignment with agency communications and service priorities.
Establish standards, tools and processes for community engagement activities, including public meetings, briefings and outreach events.
Ensure engagement approaches are inclusive, accessible and responsive to diverse communities.
Develop comprehensive recaps and program updates on a regular basis, audience both internal and external.
Stakeholder & Partner Relationships
Build and maintain relationships with neighborhood groups, advocacy organizations, community-based organizations and regional partners.
Serve as a primary liaison between CATS and external stakeholders regarding service initiatives, projects and operational changes.
Coordinate engagement efforts with municipal, county and regional agencies as appropriate.
Public Meetings and Outreach Execution
Plan and lead community meetings, open houses, listening sessions and outreach events related to service changes, projects and/or initiatives.
Ensure materials and pre/post presentations are clear, accurate and tailored to community audiences.
Support staff participation in community events and forums.
Ensure community engagement and outreach events are properly staffed and those staff are trained.
Service Change & Project Communications Support
Coordinate with Communications, Marketing, Planning Customer Service and Operation teams to support outreach related to service changes and major initiatives.
Translate technical service information into accessible language for public audiences.
Ensure community feedback is documented and shared with appropriate teams.
Feedback, Data & Continuous Improvement
Collect, analyze and summarize community feedback, concerns and trends.
Identify recurring issues or barriers and recommend engagement or communication improvements.
Lead and support development of reports and summaries on outreach activities and outcomes.
Organizational Leadership & Staff Management
Lead and manage community relations staff and outreach specialists.
Establish performance expectations, accountability structures and professional development priorities.
Build a scalable outreach team capable of supporting expanding service and project needs.
Cross-Functional Coordination
Coordinate with Customer Service, Marketing, Planning, Operations and Legal teams to ensure consistent messaging and engagement practices.
Support agency-wide initiatives through aligned outreach strategies.
Participate in cross-functional planning related to service changes and major projects.
Core Competencies
Design and lead outreach and engagement strategies that connect the agency with communities and stakeholders.
Build trust-based relationships with advocacy groups, community organizations and partners.
Plan and facilitate effective community meetings and engagement events; hire and train support staff for outreach and events.
Convert technical service information into accessible, public-facing language.
Build and lead a high-performing community relations team.
Align outreach efforts with communications, operations and planning activities.
Knowledge, Skills and Abilities
Principles and practices of community engagement and public outreach, e.g., IAP2, IAP2 Gold Spectrum.
Public‑sector communication and transparency expectations.
Methods for collecting and incorporating community input into organizational processes.
Accessibility and inclusive engagement practices.
Skills and Experience
Designing and implementing outreach strategies and engagement plans.
Facilitating public meetings, presentations and listening sessions.
Building and maintaining stakeholder relationships.
Translating technical or operational information into public-facing language.
Analyzing feedback and identifying engagement trends or issues.
Event activations and managing outreach teams at large events and/or community outreach events.
Ability To
Lead community engagement efforts in complex or high-visibility environments.
Balance community concerns with operational and policy constraints.
Manage multiple outreach initiatives and timelines.
Coordinate effectively with internal teams and external partners.
Maintain professionalism, diplomacy and cultural awareness in public interactions.
Develop and lead staff while establishing accountability and performance standards.
Minimum Qualifications
Bachelor’s degree in communications, public relations, community engagement, public administration, urban studies, or a related field and five (5) years of progressively responsible experience in community relations, public outreach, or stakeholder engagement, or an equivalent combination of education and experience.
Demonstrated experience leading community engagement or outreach programs/activations in a public-facing organization.
Experience managing staff or leading work and outreach teams.
Experience in International Association for Public Participation (IAP2).
Preferred Qualifications
Experience in public‑sector, transportation, transit or regulated environment.
Experience working with diverse communities and advocacy groups.
Experience planning and facilitating public meetings or forums; strong public speaking experience.
Experience supporting service change or project‑related outreach efforts.
Experience managing staff for major event and/or outreach activations.
IAP2 Gold Spectrum.
Working Environment And Physical Demands The Manager of Community Relations works primarily in an office environment but regularly attends community meetings, outreach events, and public forums at various locations. The role requires use of standard office equipment and frequent interaction with the public and external partners. Evening or weekend work may be required to support community meetings or special events. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.
Employment Conditions / Background Check Background checks are required. The City’s Background Check Policy requires reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry, and motor vehicle records check. Final candidates must pass a pre‑employment drug‑screening test and physical examination.
Equal Opportunity Employer The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation, or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.
Benefits The City of Charlotte provides a comprehensive benefits package to eligible employees.
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Major Duties and Responsibilities Community Engagement Strategy & Program Leadership
Develop and implement CATS’ community relations and outreach strategies in alignment with agency communications and service priorities.
Establish standards, tools and processes for community engagement activities, including public meetings, briefings and outreach events.
Ensure engagement approaches are inclusive, accessible and responsive to diverse communities.
Develop comprehensive recaps and program updates on a regular basis, audience both internal and external.
Stakeholder & Partner Relationships
Build and maintain relationships with neighborhood groups, advocacy organizations, community-based organizations and regional partners.
Serve as a primary liaison between CATS and external stakeholders regarding service initiatives, projects and operational changes.
Coordinate engagement efforts with municipal, county and regional agencies as appropriate.
Public Meetings and Outreach Execution
Plan and lead community meetings, open houses, listening sessions and outreach events related to service changes, projects and/or initiatives.
Ensure materials and pre/post presentations are clear, accurate and tailored to community audiences.
Support staff participation in community events and forums.
Ensure community engagement and outreach events are properly staffed and those staff are trained.
Service Change & Project Communications Support
Coordinate with Communications, Marketing, Planning Customer Service and Operation teams to support outreach related to service changes and major initiatives.
Translate technical service information into accessible language for public audiences.
Ensure community feedback is documented and shared with appropriate teams.
Feedback, Data & Continuous Improvement
Collect, analyze and summarize community feedback, concerns and trends.
Identify recurring issues or barriers and recommend engagement or communication improvements.
Lead and support development of reports and summaries on outreach activities and outcomes.
Organizational Leadership & Staff Management
Lead and manage community relations staff and outreach specialists.
Establish performance expectations, accountability structures and professional development priorities.
Build a scalable outreach team capable of supporting expanding service and project needs.
Cross-Functional Coordination
Coordinate with Customer Service, Marketing, Planning, Operations and Legal teams to ensure consistent messaging and engagement practices.
Support agency-wide initiatives through aligned outreach strategies.
Participate in cross-functional planning related to service changes and major projects.
Core Competencies
Design and lead outreach and engagement strategies that connect the agency with communities and stakeholders.
Build trust-based relationships with advocacy groups, community organizations and partners.
Plan and facilitate effective community meetings and engagement events; hire and train support staff for outreach and events.
Convert technical service information into accessible, public-facing language.
Build and lead a high-performing community relations team.
Align outreach efforts with communications, operations and planning activities.
Knowledge, Skills and Abilities
Principles and practices of community engagement and public outreach, e.g., IAP2, IAP2 Gold Spectrum.
Public‑sector communication and transparency expectations.
Methods for collecting and incorporating community input into organizational processes.
Accessibility and inclusive engagement practices.
Skills and Experience
Designing and implementing outreach strategies and engagement plans.
Facilitating public meetings, presentations and listening sessions.
Building and maintaining stakeholder relationships.
Translating technical or operational information into public-facing language.
Analyzing feedback and identifying engagement trends or issues.
Event activations and managing outreach teams at large events and/or community outreach events.
Ability To
Lead community engagement efforts in complex or high-visibility environments.
Balance community concerns with operational and policy constraints.
Manage multiple outreach initiatives and timelines.
Coordinate effectively with internal teams and external partners.
Maintain professionalism, diplomacy and cultural awareness in public interactions.
Develop and lead staff while establishing accountability and performance standards.
Minimum Qualifications
Bachelor’s degree in communications, public relations, community engagement, public administration, urban studies, or a related field and five (5) years of progressively responsible experience in community relations, public outreach, or stakeholder engagement, or an equivalent combination of education and experience.
Demonstrated experience leading community engagement or outreach programs/activations in a public-facing organization.
Experience managing staff or leading work and outreach teams.
Experience in International Association for Public Participation (IAP2).
Preferred Qualifications
Experience in public‑sector, transportation, transit or regulated environment.
Experience working with diverse communities and advocacy groups.
Experience planning and facilitating public meetings or forums; strong public speaking experience.
Experience supporting service change or project‑related outreach efforts.
Experience managing staff for major event and/or outreach activations.
IAP2 Gold Spectrum.
Working Environment And Physical Demands The Manager of Community Relations works primarily in an office environment but regularly attends community meetings, outreach events, and public forums at various locations. The role requires use of standard office equipment and frequent interaction with the public and external partners. Evening or weekend work may be required to support community meetings or special events. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.
Employment Conditions / Background Check Background checks are required. The City’s Background Check Policy requires reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry, and motor vehicle records check. Final candidates must pass a pre‑employment drug‑screening test and physical examination.
Equal Opportunity Employer The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation, or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.
Benefits The City of Charlotte provides a comprehensive benefits package to eligible employees.
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