Departmental Web Manager for Headquarters Operations GS 343 - 15

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Web Management at HUD

Web management at HUD is a function of HUD's Deputy Secretary, who is the Chief Operating Official of the Department. The Deputy Secretary issues the Department's web policies and strategic plans.

Responsibility for managing and marketing HUD's web products, including representing the Department in interagency efforts and other outside efforts involving web content, is assigned to the Departmental Web Team, which is part of the Office of Departmental Operations and Coordination (ODOC) under the Deputy Secretary.

Responsibility for determining technical requirements for the web infrastructure; managing technical equipment, support, and funding for the Web; establishing technical standards; and representing the Department at interagency efforts involving web-based technology is assigned to the Chief Information Officer (CIO).

Responsibility for establishing Departmentwide public affairs policies, strategies, and guidelines, which may affect the Web, is assigned to the Assistant Secretary for Public Affairs.

These three organizations work in concert to ensure that HUD uses the web efficiently and effectively.

Web Managers, throughout the Department, are the front-line in web management at HUD. At the helm is the Departmental Web Team, which is led by two Departmental Web Managers - one for Headquarters Operations and one for Field Operations. Each Headquarters office has a Headquarters Web Manager; and each Region has a Field Web Manager. These organization Web Managers are responsible for implementing the Department's web strategies, policies, and procedures within their organizations, with the overall guidance and direction of the Departmental Web Team. The Headquarters and Field Web Managers work with their respective organization heads to develop and implement procedures within the organization to create and approve content, manage web-generated e-mail, and carry out other web management responsibilities.

Web Managers at HUD have 6 primary roles:

• Consultant: Consult with managers to help them use the Web to improve the way HUD does business and serves citizens;
• Editor: Develop and organize the content of HUD's web products, ensuring that content reflects well on the Department;
• Advocate: Reach out to audience groups (citizens, business partners, and HUD employees) to determine their needs, and act as an advocate to ensure that HUD addresses those needs through the web products;
• Promoter: Market HUD's web products among the intended audiences;
• Trainer: Train HUD staff to use the web products in appropriate ways; and
• Visionary: Look toward the future, analyzing and proposing new ways the Department might use the web to carry out its mission more efficiently and effectively.

The Departmental Web Team

The functions of the Departmental Web Team are to:

• Recommend, interpret, and oversee implementation of the Department's Web policies, which are issued by the Deputy Secretary;
• Establish procedures and standards for HUD's web products;
• Provide direction, guidance, and training for organization Web Managers;
• Brief top HUD executives on HUD's web products and consult with them on how to use the web to achieve their goals;
• Research and develop long-term and annual strategies, goals, and objectives for the Department's use of its web products and assess and report on performance;
• Develop, justify, and manage the technical support budget for the Departmental Web Team and the Field Web Managers (program offices provide their own technical support);
• Represent the Department on interagency efforts related to web content management;
• Provide technical assistance to HUD partners in using the web to deliver the services the Department funds, through Web Clinics; and
• Manage the Department's web marketing and outreach efforts.

Major Duties and Responsibilities

HUD's two Departmental Web Managers share responsibility for overall direction and management of HUD's web products. The Departmental Web Manager for Headquarters Operations has specific responsibility for training and guiding Headquarters Web Managers and for overseeing implementation of HUD's web policies and procedures in HUD's Headquarters.

Duties include, but are not limited to, the following:

Web Management

• Develops and implements strategies to help the Department use the web to carry out HUD's mission, to assist managers in achieving their goals and objectives, and to enhance the Department's service to its customers.
• Develops, recommends, and implements Departmental web policies and procedures. Ensure that all relevant laws, regulations, and guidelines are incorporated in Department policies and procedures.
• Establishes publication standards that ensure that the tone and organization of the content of HUD's web products is appropriate both for the Department's image and for the audiences HUD serves.
• Establishes priorities and work plans for the Departmental Web Team.
• Meets with key managers to brief them on strategies and plans for the Department's web products and to share outcomes of web-related efforts.
• Develops budget requests for technical contracts to support web efforts. Establishes requirements and priorities for technical support contractors and provides routine feedback to the Government Technical Representatives and Government Technical Monitors who oversee technical support contracts for the web products.
• Serves as a point of contact for the Department for information and ideas regarding the web.
• Represents the Department at interagency web-related initiatives, including Federal web manager groups, groups creating interagency web sites, and interagency policy-making groups.
• Maintains awareness of ongoing Departmental policies and management initiatives, and suggests ideas and opportunities to link HUD's web-based products to other major initiatives going on in the Department.
• Networks with Web Managers throughout the Federal Government, soliciting ideas that are working elsewhere and seeking opportunities for replication.
• Organizes and provides training and general direction for Headquarters office Web Managers.

Web Content Development and Management

• Consults with top managers throughout HUD Headquarters to analyze their needs and propose ways to use the web to do their work.
• Organizes the content of HUD's web products to ensure it is audience friendly and that the web site is easy to use.
• Ensures that the content of all web products is current, accurate, and of high quality.
• Establishes, monitors, and analyzes performance measures; and lets managers know how the web site is helping them carry out the Department's mission and/or improves management.
  

Marketing, Outreach, and Customer Service

• Seeks opportunities for promoting HUD's web products to all appropriate audiences (citizens, business partners, employees).
• Provides technical assistance and training to HUD partners to help them create web sites that deliver the services HUD funds.
• Creates opportunities to train HUD staff so they can use HUD's web products themselves and so they can help citizens and partners use the products effectively.
• Reaches out to audience groups to get feedback on the Department's web products through focus groups, surveys, and other means; and uses the feedback to improve the content of the web products.
• Manages a system to respond to web-generated e-mail, phone calls, and regular mail, ensuring that responses are timely and that they reflect well on the Department.

Factor 1: Knowledge Required by the Position

This position requires experience and expertise in project planning; in analysis of operations for the purpose of proposing innovative solutions to problems; and in organizing, writing, and editing information to make it meaningful to a wide array of audiences, including high level executives, private sector businesses, and the public. The incumbent must be capable of planning, organizing, and executing various functions in support of the Department's delivery of both public and employee information and services, via the web. The incumbent must possess the ability to manage workload, to develop efficient and effective processes that impact a number of offices, and to communicate with managers and staff at all levels and with the public.

Changing priorities places unusual demands on controlling workflow. The incumbent must be able to adjust plans and schedules to respond to crisis situations and to withstand pressure attributable to meeting the changing needs of Department executives. The incumbent must be able to function both independently and as a member of a Department teams, to develop Department-wide strategies and lead the Department in new directions.

Factor 2: Supervisory Controls

The incumbent reports to the Director, ODOC and works with complete independence, applying Department objectives and guidance to the responsibilities for which he/she is charged. The incumbent operates with broad discretionary authority, guided by policy initiatives of the Administration, the Secretary, and the Deputy Secretary and by laws and commensurate requirements established by the Office of Management and Budget and other Executive agencies. The incumbent is accountable for initiative, judgment, and general competence exhibited in the performance of assignments.

Factor 3: Guidelines

The incumbent follows Department policy and regulations, appropriate laws, and governmentwide policy and regulations when carrying out tasks. The incumbent must use judgment in interpreting and applying the intent of provisions in the guides and regulations and exercise initiative and judgment in selecting the appropriate portion of guides for use in completing ambiguous or conflicting instructions. Based on experience, the incumbent recommends changes to or adaptation of Departmental policies and procedures.

Factor 4: Complexity

The incumbent develops and implements procedures and coordinates a range of activities within the Department. The incumbent analyzes the needs of the web audience and proposes strategies for innovations and solutions to correct deficiencies and improve service. The incumbent advises the Director, ODOC on issues and recommends solutions based on experience and analysis.

Factor 5: Scope and Effect

The work involves identifying issues and resolving problems that affect the work of a number of offices within the Department. The incumbent must develop and coordinate work processes with managers and staff at various levels and must participate in Department planning and implementation efforts.

Factor 6: Personal Contacts

The incumbent's work involves regular contacts with executives, managers, and staff at all levels within the Department. The incumbent has frequent contact with members of the public - both private sector businesses and service agencies and with citizens at large. The incumbent also interacts with managers and staff from other government entities - federal, state, and local.

Factor 7: Purpose of Contacts

Interactions with Department executives, managers, and staff are for the purpose of developing and implementing strategies to create, develop, and manage the Department's web products. Contacts with the public involve responding to questions and comments, offering technical assistance, marketing the Department's web products, and gathering customer comments and feedback on web products. The purpose of interactions with other government entities is to develop and coordinate partnerships to achieve common goals

Factor 8: Physical Demands

The work is mostly sedentary, with no special physical requirements.

Factor 9: Work Environment

The work is performed in a typical office setting. Some travel is required to coordinate initiatives, to represent the Department at meetings and events, and to do demonstrations and presentations about the Department's web products.

Qualifications Requirements

1. Skill in communicating: writing, editing, and making oral presentations.
2. Skill in management consulting: analyzing management practices and proposing solutions to improve practices and promote more efficient output.
3. Skill in coordinating and negotiating with managers and high-level staff.
4. Skill in managing projects.
5. Ability to organize and direct teams.

Selective Placement Factor

Experience in writing and editing the content of web pages.