Occ. Code 2339100
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UTILITY CONSUMER PROGRAM SPECIALIST 1, GRADE 14 |
2339100 |
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UTILITY CONSUMER PROGRAM SPECIALIST 2, GRADE 18 |
2339200 |
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UTILITY CONSUMER PROGRAM SPECIALIST 3, GRADE 23 |
2339300 |
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UTILITY CONSUMER PROGRAM SPECIALIST 4, GRADE 27 |
2339400 |
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UTILITY CONSUMER PROGRAM SPECIALIST 5, GRADE 31 |
2339500 |
New York State Department of Civil Service
Classification Standard
BRIEF DESCRIPTION OF CLASS SERIES
Utility Consumer Program Specialists perform a variety of activities dealing with implementation of enforcement procedures, certification processes, reporting and analysis; development and implementation of Department policies; facilitation of dispute resolution and economic development initiatives; advocating for and communicating with end users on matters of utility or competitively provided energy, telecommunications and water services.
Utility Consumer Program Specialists are classified only in the Department of Public Service.
DISTINGUISHING CHARACTERISTICS
UTILITY CONSUMER PROGRAM SPECIALIST 1: entry level; member of units supervised by higher level Specialists.
UTILITY CONSUMER PROGRAM SPECIALIST 2: first supervisory level; performs more complex tasks related to implementation of enforcement procedures, certification processes, reporting and analysis; develops recommended policies and programs; facilitates dispute resolution and economic development initiatives; oversees administrative responsibilities related to contractor activities; advocates for and communicates with end users on matters of utility or competitively provided energy, telecommunications and water services; may instruct Utility Consumer Program Specialists 1 in these tasks.
UTILITY CONSUMER PROGRAM SPECIALIST 3: second supervisory level; assists with the implementation of enforcement procedures, certification processes, reporting requirements and economic development initiatives; advocates for and communicates with end users and assesses end user awareness and understanding of utility or competitively provided services related to energy, telecommunications or water.
UTILITY CONSUMER PROGRAM SPECIALIST 4: managerial level; leads enforcement actions and certification processes; establishes reporting mechanisms; oversees implementation of Department policies; facilitates and adjudicates complex dispute resolution; develops economic initiatives; leads advocacy and communications initiatives; and supervises contracts and programs to increase end user awareness and understanding of utility or competitive energy, telecommunications or water markets.
UTILITY CONSUMER PROGRAM SPECIALIST 5: reports to the Director Public Service Programs, takes a lead role in developing, advocating and implementing policies, programs, contracts, economic development activities, and enforcement proceedings which relate to the offering and provision of water, telecommunications and energy services.
RELATED CLASSES
Utility Consumer Assistance Specialists perform a variety of activities dealing with receiving complaints and inquiries about regulated and competitive energy, telecommunications, cable television and water service providers; gathering information to answer inquiries; resolving consumer complaints through informal and formal processes; recording, gathering and analyzing complaint and workload information; preparing reports; and monitoring the performance of telecommunications and complaint tracking systems
ILLUSTRATIVE DUTIES
UTILITY CONSUMER PROGRAM SPECIALIST 1: performs tasks related to enforcement procedures and certification processes in accordance with New York State Public Service Law, other State and federal statutes, and Commission orders including pay telephone inspections; gas, electric, water and steam meter tests; gas quality tests; collecting data and preparing reports related to field findings associated with pay telephone or metering activities, service quality or customer service migration and line extensions; provides and processes raw data and other direct input for use in the development and implementation of Department policies, programs and projects that benefit end users of utility or competitively provided services; meet with individual end users during test performances to suggest ways to reduce service bills; perform initial fact gathering research and administrative tasks to assist with the negotiation, mediation or arbitration process in Department proceedings and settlements with end users, utilities, energy service providers and other stakeholders; contacts complainants and other affected parties to set up multi-party meetings, site visits, teleconferences and videoconferences; attends and sets up exhibits for fairs, trade shows, events and other public information sessions and responds to end user questions; summarizes comments and reports on customer survey results obtained at public roundtables, focus groups, education forums and public statement hearings; tracks bid requirements, notifications of closing dates for requests for proposals, State Administrative Procedures notice requirements, requests and requirements for equipment, site locations and presenters necessary to carry out activities associated with contract vendors.
UTILITY CONSUMER PROGRAM SPECIALIST 2: applies working knowledge of Parts 649 and 650 of 16NYCRR in order to recognize pay telephone vendor violations and completes various administrative tasks associated with pay telephone inspections; reviews applications for certification from competitive energy service companies to ensure they have been properly completed; assists in developing modifications, deletions and/or additions to agency policies or programs based on field findings; prepares written instructions and/or manuals, as appropriate, on procedures to route and process routine end user written, oral or website-generated complaints and inquiries; meets with or corresponds in writing with complainants and affected parties to ascertain facts, determine circumstances and requested relief and assists with more complex negotiation or mediation processes; attends fairs, trade shows, events and other public and private information sessions and acts as on-site supervisor for such events; supplies information and technical assistance in preparation and development of staff testimony, Commission memoranda and staff reports related to end user communication mechanisms; meets with regional and local, private or governmental representatives or entities to suggest mechanisms for coordination of economic development or competitive initiatives; establishes tracking mechanisms for bid requirements, notifications and closing dates for requests for proposals and State Administrative Procedures notice requirements and publishing dates as well as establishing other tracking mechanisms to coordinate contract workflow.
UTILITY CONSUMER PROGRAM SPECIALIST 3: implements enforcement procedures and oversees compliance with New York State Public Service Law and 16NYCRR rules and regulations regarding metered gas, electric and water utility service, pay telephone service and other enforcement programs deemed appropriate by the Commission; certifies eligibility of energy service companies to provide competitive energy services in New York State and certifies utility and manufacturer meter test standards; interprets monthly service quality utility reports, analyzes and evaluates end user migration from utility to competitive service providers and monitors competitive service provider practices; coordinates policy discussions for Office of Consumer Education and Advocacy staff on such issues as: aggregation, state and regional development incentives, low income programs, uniform competitive energy service practices and electronic data exchange, economic development issues for business, etc; researches, reviews and analyzes reports, filings, tariffs, transfer or renewal plans and other utility or competitive service provider submissions to ensure that end user impact has been considered and that submissions are consistent with existing policies, regulations and statutes; develops dispute resolution processes; assists in the facilitation of initiatives for state and regional economic development activities; communicates with and provides assistance to residential and business end users, State and local government representatives and other interest groups on all aspects of utility or competitively provided services; provides assistance with retraining, managing, maintaining and evaluating outside agency contractors and vendors to ensure that the Commissions goals and Department efforts to increase public awareness and understanding of competitive utility and telecommunications markets are being met.
UTILITY CONSUMER PROGRAM SPECIALIST 4: supervises performance of tasks related to enforcement procedures and certification processes in accordance with New York State Public Service Law and other federal and State statutes, rules and regulations; establishes reporting mechanisms and analyzes reports on utility service quality, competitive provider practices and end user migration to competitive services; implements Department policies, programs, studies, pilot projects and special projects that benefit end users of utility or competitively provided services; negotiates, mediates and arbitrates settlement agreements between end users, utilities and Department staff; supervises the activities that communicate, advocate, inform, assist and consult with residential and business end users, State and local government representatives and other interest groups on aspects of utility competitively provided services; establishes mechanisms for assistance and consultation on how to access the competitive energy and telecommunications markets and negotiate conditions of service related to prices and services; solicits, supervises and evaluates programs and/or contracts; establishes communications vehicles and oversees contractor activity aimed at seeking input about utilities or competitive provider issues from end users; creates awareness and understanding of the transitional competitive markets for end users.
UTILITY CONSUMER PROGRAM SPECIALIST 5: manages a program area; assigns work projects and deadlines, reviews completed work, evaluates staff performance; assists in the development of Commission policies, programs, studies, pilot projects, economic development incentives, enforcement proceedings or directives regarding regulated or competitively provided telecommunications or energy services; interfaces with State and local government agencies, not-for-profit organizations, industrial, small commercial and residential end users and regulated and competitive service providers on matters of public policy, service reliability and safety; coordinates, initiates and implements Commission directives, policies, programs, contracts, economic development incentives or enforcement proceedings impacting end user access to or use of regulated or competitively provided services; reviews and summarizes existing State and federal telecommunications and energy statutes and policy, and policy objectives developed through Commission and Department proposals and comments; identifies potential conflicts in policy development, program implementation, contract compliance or service quality and recommends policy or program changes to the Office Director.
MINIMUM QUALIFICATIONS
UTILITY CONSUMER PROGRAM SPECIALIST 1
Open Competitive: Four years of qualifying experience as described below.
Promotion: Satisfactory completion of an appropriate traineeship. Currently, satisfactory completion of one year as a Trainee 3.
UTILITY CONSUMER PROGRAM SPECIALIST 2
Open Competitive: Six years of qualifying experience as described below.
Promotion: One year of permanent, competitive service as either
A. Utility Consumer Program Specialist 1, Utility Consumer Program Specialist 1 (Spanish Language), Utility Consumer Program Specialist Trainee, or Utility Consumer Program Specialist Trainee (Spanish Language);
Or B. Utility Consumer Assistance Specialist 1, Utility Consumer Assistance Specialist 1 (Spanish Language), Utility Consumer Assistance Specialist Trainee, or Utility Consumer Assistance Specialist Trainee (Spanish Language).
UTILITY CONSUMER PROGRAM SPECIALIST 3
Open Competitive: Seven years of qualifying experience as described below.
Promotion: One year of permanent, competitive service as either
A. Utility Consumer Program Specialist 2;
Or B. Utility Consumer Assistance Specialist 2 or Utility Consumer Assistance Specialist 2 (Spanish Language).
UTILITY CONSUMER PROGRAM SPECIALIST 4
Open Competitive: Nine years of qualifying experience as described below, two years of which must include supervising staff and projects.
Promotion: One year of permanent, competitive service as either:
A. Utility Consumer Program Specialist 3;
Or B. Utility Consumer Assistance Specialist 3.
UTILITY CONSUMER PROGRAM SPECIALIST 5
Open Competitive: Eleven years of qualifying experience as described below, three years of which must include supervision of both projects and individuals.
Promotion: One year of permanent, competitive service as either:
Either A. Utility Consumer Assistance Specialist 4;
Or B. Utility Consumer Program Specialist 4.
Experience: conducting investigations involving energy, telecommunications, water, or cable service;
analyzing and/or researching information or data related to energy, telecommunications, water, or cable service;
preparing reports or survey instruments related to customer service performance in utility industries;
*conducting inspections or tests of energy or water meters;
analyzing utility customer education programs and/or customer service performance;
developing public awareness or **consumer education programs relating to utility matters including, but not limited to, presentations to consumers, consumer advocates, regulatory agency personnel, or utility industry representatives; OR
investigating customer inquiries and complaints as a customer service representative or responding to customer inquiries in a call center environment.
*Tests/inspections of meters/electric metering and submetering:
Qualifying experience: utility meter repair or refurbishment; calibration and/or operation of engineering test standards; calibration or operation of other types of engineering measurement instruments, e.g., micrometers, veneer calipers, etc.; or duties that require application of engineering standards promulgated by American National Standards Institute (ANSI) or other comparable standards body.
Non-qualifying experience: meter reading; meter data processing, e.g., data validation, editing or estimation; or meter installation/removal (unless accompanied by other duties as above).
**Consumer education:
Qualifying experience: developing content for utility-related outreach materials such as brochures, factsheets, web pages, newsletters, or presentations; review and analysis of public education programs developed by utility or energy companies; or communication with community leaders and stakeholders for utility projects such as transmission lines or energy safety programs.
Non-qualifying experience: preparing an advertising/marketing campaign designed to sell utility products e.g., energy efficient light bulbs; or soliciting customers for energy service companies (ESCOs) through door-to-door or telephone sales.
Substitutions: A Bachelors degree may substitute for four years of experience; a Masters degree or Juris Doctorate may substitute for five years of experience; a PhD may substitute for six years of experience.
Revised: 12/17
NOTE: Classification Standards illustrate the nature, extent and scope of duties and responsibilities of the class they describe. Standards cannot and do not include all of the work that might be appropriately performed by a class. The minimum qualifications are those which were required for appointment at the time the Classification Standard was written. Please contact the Division of Staffing Services for current information on minimum qualification requirements for appointment or examination.