New York State Department of Civil Service Announces Open-Competitive Examination Open to the Public

Utility Consumer Assistance Specialist Trainee/Utility Consumer Program Specialist Trainee

Appointees who work in the five boroughs of New York City or in Nassau, Suffolk, Rockland, or Westchester Counties will receive an additional $3,026 annual downstate adjustment. Appointees who work in Dutchess, Orange, or Putnam Counties will receive an additional $1,513 annual mid-Hudson adjustment.

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Minimum Qualifications

On or before January 7, 2017, you must have two years of experience in one or more of the following:

• Investigating customer inquiries and complaints as a customer service representative or responding to customer inquiries in a call center environment;
• 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;
• Conducting investigations involving energy, telecommunications, water, or cable service;
• Analyzing and/or researching information or data related to energy, telecommunications, water, or cable service;
• Designing survey instruments to measure and track customer satisfaction in utility industries, or analyzing and/or preparing reports on results of such surveys;
• Conducting inspections or tests of energy or water meters or telecommunications devices; or
• Analyzing utility customer education programs and/or customer service performance.

Substitution: Thirty (30) college semester credit hours in electrical technology, telecommunications technology, engineering technology, engineering, or communications may be substituted for one year of the required two years of experience. An associate���s degree or sixty (60) college semester credit hours in any of these areas may be substituted for the required two years of experience.

Non-Qualifying Experience: HVAC installation and repair; face to face sales; banking; telephone/telemarketing; cable TV installers; energy service company sales; or solar panel sales.

Notes

1. On your NYS-APP application form, you must clearly demonstrate how you meet the minimum qualifications. For each work experience, indicate which of the bulleted activities your performed.
2. Your degree or college credit must have been awarded by a regionally accredited college or university or one recognized by the NYS Education Department as following acceptable educational practices. If your degree or college credit was awarded by an educational institution outside the United States and its territories, you must provide independent verification of equivalency. You can write to the Examination Information Desk of the NYS Department of Civil Service for a list of acceptable companies who provide this service. This information can also be found on the Internet at http://www.cs.ny.gov/jobseeker/degrees.cfm. You must pay the required evaluation fee. If you are applying on the Internet, you must mail the independent verification of equivalency to the New York State Department of Civil Service, Albany, New York 12239. Attention: S2SEH.
3. A transition examination is also being held for these positions.
4. Although transition examinations are being held, it is expected that appointments will be made as the result of these examinations open to the public.
5. The Department of Public Service has the option of making appointments from either the list resulting from this examination open to the public or the list resulting from the transition examination. If you meet the requirements for both examinations, you may wish to file for both. The processing fee must be paid for this examination unless you are eligible for a fee waiver.
6. If you pass the examination for No. 26-157 Utility Consumer Assistance Specialist Trainee (Spanish Language)/Utility Consumer Program Specialist Trainee (Spanish Language), you will be required to demonstrate your Spanish language proficiency at a level that will ensure your ability to perform properly the duties of the position. Only enough candidates to fill current vacancies will be called to the proficiency test.
7. If you submit an application for No. 26-157 Utility Consumer Assistance Specialist Trainee (Spanish Language)/Utility Consumer Program Specialist Trainee (Spanish Language), an application will automatically be submitted for you for No. 26-156 Utility Consumer Assistance Specialist Trainee/Utility Consumer Program Specialist Trainee at no additional cost.
8. Background Investigation: Because of the nature of the position there is an investigative screening that may include a thorough character investigation. All convictions must be reported. Conviction of a felony or misdemeanor or any falsified or omitted information may bar appointment or result in removal after appointment. Each case is determined on its own merits, consistent with the applicable provisions of state and federal laws.
9. The eligible list resulting from this examination will be used to fill one-year traineeships leading to Utility Consumer Assistance Specialist 1, Utility Consumer Assistance Specialist 1 (Spanish Language), Utility Consumer Program Specialist 1, or Utility Consumer Program Specialist 1 (Spanish Language) G-14. An appointee's performance in the trainee position and in prescribed training and development programs will be observed and evaluated. The prescribed training and development program will include extensive on-the-job training and carefully designed and monitored work experience. An appointee not meeting required standards can be terminated at any time after the initial eight weeks and before completion of the traineeship.
10. Appropriate part-time and volunteer experience, which can be verified, will be accepted on a prorated basis.
11. New York State residence is not required.

The Positions

These positions exist in the New York State Department of Public Service in Albany, Buffalo, and New York City.

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Duties

As a Utility Consumer Assistance Specialist Trainee or Utility Consumer Assistance Specialist Trainee (Spanish Language), you would perform a variety of activities and tasks in connection with the investigation and resolution of consumer complaints against the electric, steam, gas, telecommunications, cable, and water service providers operating in New York State. These complaints include inadequate or substandard service, interruptions in service, disconnection of service, meter problems, billing problems, rate problems, deposit arrangements, deferred payments agreements, transferred balances, company policy, or other disputes requiring investigations and formal reply by the Department. You would also discuss energy conservation matters with consumers and provide information on utility regulation.

As a Utility Consumer Program Specialist Trainee or Utility Consumer Program Specialist Trainee (Spanish Language), you would perform a variety of duties in connection with a statewide consumer education program and with the oversight of energy, telecommunications, cable, and water service providers in New York State. Tasks may include advocating for residential customer interests in utility rate cases and other Commission proceedings, participating in the design and implementation of the Department���s outreach and education program, and monitoring utility customer education, customer service, low income, and metering programs. You may assist in the preparation of educational materials and direct mailings; staff exhibits at public events; assist at public statement hearings; and make presentations and/or seek public input in a variety of forums. You may also assist in the evaluation of metering equipment and processes; review and monitor rate plan incentive programs; evaluate utility emergency plans and responses to electric and natural gas outages; and participate in the review of utility customer education plans.

Important: As the processing fee is non-refundable, verify that you entered the correct examination number and title on your online or paper application prior to submitting. If you apply online, you should immediately review your email confirmation notice to verify that you applied for the correct examination. If you do not receive a confirmation number after submitting your online application, your application was NOT received by the Department of Civil Service. No late applications will be accepted after the filing deadline has passed.

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Subject of Examination

There will be a written test which you must pass in order to be considered for appointment. The written test is designed to test for knowledge, skills, and/or abilities in such areas as:

1. Evaluating conclusions in light of known facts - These questions will consist of a set of facts and a conclusion. You must decide if the conclusion is proved by the facts, disproved by the facts or if the facts are not sufficient to prove or disprove the conclusion. The questions will not be specific to a particular field.
2. Public contact principles and practices - These questions test for knowledge of techniques used to interact with other people, to gather and present information, and to provide assistance, advice, and effective customer service in a courteous and professional manner. Questions will cover such topics as understanding and responding to people with diverse needs, perspectives, personalities, and levels of familiarity with agency operations, as well as acting in a way that both serves the public and reflects well on your agency.
3. Understanding and interpreting tabular material - These questions test your ability to understand, analyze, and use the internal logic of data presented in tabular form. You may be asked to perform tasks such as completing tables, drawing conclusions from them, analyzing data trends or interrelationships, and revising or combining data sets. The concepts of rate, ratio, and proportion are tested. Mathematical operations are simple, and computational speed is not a major factor in the test. You should bring with you a hand-held battery- or solar-powered calculator for use on this test. You will not be permitted to use the calculator function of your cell phone.
4. Understanding and interpreting written material - These questions test how well you comprehend written material. You will be provided with brief reading selections and will be asked questions about the selections. All the information required to answer the questions will be presented in the selections; you will not be required to have any special knowledge relating to the subject areas of the selections.

Your final score must be 70 or higher in order to pass. Rank on the eligible list will be determined after adding any wartime veterans' and Civil Service Law Section 85-a credits to your final passing score.

Important: The Department of Civil Service and other state agencies may communicate with you through email correspondence. This may include the notification of your examination results and canvassing you for interest in appointment. It will be important for you to keep your email address, phone number and mailing address current by logging into https://www.cs.ny.gov/home/myaccount.

Test Guide

A Guide to the Written Test for the Transition Series is available on the Department website at http://www.cs.ny.gov/testing/statetestguides.cfm.

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How To Apply

If you do not receive a confirmation number after submitting your online application, your application was NOT processed.

Additional Information

New York State is an Equal Opportunity Employer

It is the policy of the State of New York to provide for and promote equal opportunity employment, compensation, and other terms and conditions of employment without discrimination on the basis of age, race, color, religion, disability, national origin, gender, sexual orientation, veteran or military service member status, marital status, domestic violence victim status, genetic predisposition or carrier status, or arrest and/or criminal conviction record unless based upon a bona fide occupational qualification or other exception.

Appointment to many positions in State government require candidates to undergo an investigative screening. This may include a thorough character investigation, a Federal Bureau of Investigation Criminal Record History Check, a Child Abuse Registry clearance, or other similar procedures. Candidates may be fingerprinted and may be required to pay any necessary fees for that procedure. Depending on the nature of the job, the criminal convictions discovered, or any falsified or omitted information revealed, the investigative findings may bar appointment or result in removal after appointment.

Eligibility for Employment

You must be legally eligible to work in the United States at the time of appointment and throughout your employment with New York State. If appointed, you must produce documents that establish your identity and eligibility to work in the United States, as required by the federal Immigration Reform and Control Act of 1986, and the Immigration and Nationality Act.

Religious Accommodation

Most written tests are held on Saturdays. If you cannot take the test on the announced test date, due to a conflict with a religious observance or practice, check the box under “Religious Accommodation.” We will make arrangements for you to take the test on a different date (usually the following day).

Reasonable Accommodations in Testing

It is the policy of the Department of Civil Service, in accordance with the New York State Human Rights Law and the Americans with Disabilities Act, to provide qualified persons with disabilities equal employment opportunity and equal opportunity to participate in and receive the benefits, services, programs, and activities of the Department. It is the policy of the Department to provide such persons reasonable accommodations and reasonable modifications as are necessary to provide equal opportunity. Persons with disabilities who require an accommodation to participate in an examination must note this on their application. Further information is available from the Test Administration Unit of the Department of Civil Service. In the Albany area, call 518-457-2487. Outside of the Albany area, call toll free at 1-877-697-5627. For TDD services, call NY Relay at 711 (requires a fee) or 1-800-662-1220.

Admission to Examination

Notice to appear for the test may be conditional as review of applications may not be made until after the test. If you have not received your notice to appear for the written test three days before the date of the test, call 518-474 6470 in the Albany area or toll free at 1-877-697-5627.

Multiple Examinations Scheduled for the Same Day

If you have applied to take a written test announced by either one or several local jurisdictions (county, town, city) scheduled to be held on the same test date as this written test, you must notify each of the local jurisdictions no later than two weeks before the test date to make arrangements for taking all tests at one test site. All tests will be held at the state examination center. For your convenience, contact information for all local civil service agencies is available on our website at: http://www.cs.ny.gov/jobseeker/local.cfm

Cell Phones or Electronic/Communication Devices at the Test Site

Do not bring cell phones, beepers, headphones, or any electronic or other communication devices to the test site. The use of such devices at the test site in the test room, hallways, restrooms, building, grounds, or other areas could result in your disqualification.

S2/TA1 SEH-dah
Issued: 10/21/2016

This announcement is subject to amendment or cancellation without notice. Do not copy it, or post it to any other site, but link to it instead.

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