By-Law and Licensing Clerk 

Position Summary

Reporting to the Manager of By-law Policy and Adjudications, the Licensing Clerk is responsible for the administration and coordination of the City's business licensing and animal licensing programs. The position provides customer service, processes licence applications and renewals, coordinates licensing-related inspections and compliance reviews, investigates licensing concerns through administrative review, and liaises with By-law Education and Enforcement staff to facilitate inspections and enforcement action where required.

The Licensing Clerk serves as the primary point of contact for licensing applicants, licence holders, and members of the public regarding licensing requirements and processes. The position plays a key role in ensuring applications are complete, licensing requirements are met, and matters requiring enforcement attention are appropriately referred and tracked.

Key Duties and Responsibilities

Licensing Administration

• Receive, review, process, and issue business licence applications, renewals, and amendments in accordance with applicable by-laws and procedures.
• Administer pet licensing programs including the review of applications, issuance of licences, and maintenance of records.
• Coordinate all aspects of licence application processing, including circulation to internal departments and external agencies where required.
• Maintain accurate licensing records, databases, files, and reporting systems.
• Create and maintain licence-related identification cards, badges, and associated documentation as required.
• Coordinate licensing and Dangerous Dog Hearings hearings and provide administrative support related to appeals and committee proceedings.

Customer Service and Public Education

• Provide front-line customer service and technical guidance regarding licensing requirements, by-laws, policies, procedures, and application processes.
• Respond to telephone, email, and in-person inquiries from residents, businesses, contractors, and other stakeholders.
• Interpret licensing requirements and explain compliance obligations to applicants and licence holders.
• Prepare correspondence related to licensing matters, including approvals, deficiencies, requests for information, and compliance notices.
• Provide back-up coverage and operational support to Customer Service Representatives within the By-law, Adjudication, and Front Counter functions, including responding to customer inquiries, processing transactions, facilitating service requests, and ensuring continuity of front-line customer service operations during staff absences or periods of increased service demand.

Compliance Coordination

• Review licensing applications and records to identify deficiencies, outstanding requirements, or non-compliance with licensing regulations.
• Conduct administrative investigations into licensing concerns, complaints, and application irregularities.
• Coordinate and schedule inspections required as part of the licensing process.
• Liaise with By-law Education and Enforcement staff regarding licensing compliance concerns and inspection requirements.
• Refer matters requiring enforcement action to designated Licensing Officers or By-law Education and Enforcement staff and monitor resolution status.
• Track compliance matters and maintains documentation related to referrals, inspections, and licensing outcomes.
• Liaise with Legal Services regarding licensing hearings, appeals, and compliance matters as required.

Animal Services Administration

• Act as the primary liaison with animal service contractors and service providers.
• Coordinate service requests, contract administration activities, invoice processing, and reporting related to animal services.
• Maintain records and statistics related to animal licensing and service delivery.

Program Support and Continuous Improvement

• Compile and maintain licensing statistics, operational reports, and performance metrics.
• Identify opportunities for process improvements and service enhancements.
• Assist with updates to licensing procedures, forms, customer information materials, and business processes.
• Participate in implementation and enhancement of licensing software systems and related technology solutions.
• Support special projects, by-law reviews, and operational initiatives within the Business Licensing Section.

Education and Experience

• Minimum high school Diploma plus additional courses related to Municipal Administration, Municipal Governance or a related field.
• College Diploma in Public Administration, Business Administration, Law and Security Administration, Municipal Administration, or a related discipline an asset.
• Minimum one (1) year of progressively responsible experience in municipal licensing, regulatory administration, customer service, municipal law enforcement administration, or a related field.
• Experience working within a municipal licensing environment is considered an asset.

Required Skills/Knowledge

• Strong knowledge of municipal business licensing processes, municipal government operations, and related legislation.
• Excellent customer service and conflict-resolution skills.
• Strong written and verbal communication abilities.
• Ability to interpret and apply by-laws, policies, procedures, and legislation.
• Strong organizational and time-management skills with the ability to prioritize competing demands.
• Excellent attention to detail and record management skills.
• Strong analytical and problem-solving abilities.
• Proficiency with licensing software, databases, Microsoft Office Suite, and electronic document management systems.
• Ability to establish and maintain effective working relationships with applicants, businesses, staff, contractors, agencies, and members of the public.
• Ability to exercise discretion, diplomacy, sound judgment, and confidentiality.

Leadership Competencies