Knowledge of: Applicable codes, regulations, policies, technical processes and procedures related to assigned division; office methods, practices, procedures; modern office equipment, including computer hardware and software necessary for work functions and project tracking, word processing, spreadsheet, database and web design applications; principles and practices of fiscal, statistical, and administrative research techniques, sources of information and methods of data collection and report preparation; English usage, grammar, spelling, vocabulary, and punctuation; principles and practices of records management; techniques for dealing effectively with those contacted in the course of work, both in person and on the telephone. Serves as liaison between assigned Division and the general public, City staff, and outside groups and agencies; provides information and assistance as appropriate; explains programs, policies, and activities related to specific program area of assignment; Receives and screens visitors, telephone calls, email, and written correspondence providing information and handling issues that may require sensitivity and the use of sound independent judgment; responds to complaints and requests for information relating to assigned responsibilities; refers caller or complaint to appropriate City staff for further assistance as needed or takes or recommends actions to resolve the complaint.