Promotion Examination Open To All Qualified Employees of the New York State Department of Public Service

Utility Consumer Assistance Specialist 2/3

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Minimum Qualifications

On or before March 28, 2015, you must be a qualified employee of the New York State Department of Public Service and have had three months of permanent competitive or 55-b/55-c service as a:

For Numbers 37-316 & 37-317:

Either A. 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);

Or B. 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).

For Number 37-318:

Either A. Utility Consumer Assistance Specialist 2 or Utility Consumer Assistance Specialist 2 (Spanish Language);

Or B. Utility Consumer Program Specialist 2.

If you were permanently appointed to a qualifying title on or before December 28, 2014, and have served continuously in this title since that date, you are eligible to file for this examination.

Order of Certification

The order of certification of these eligible lists will be:

1. "A" eligibles
2. "All" eligibles

Qualifying Experience for Appointment from the Eligible List

For Numbers 37-316 & 37-317: After one year of service as a 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), successful candidates will be qualified for appointment from the eligible list.

For Number 37-318: After one year of service as a Utility Consumer Assistance Specialist 2, Utility Consumer Assistance Specialist 2 (Spanish Language), or Utility Consumer Program Specialist 2, successful candidates will be qualified for appointment from the eligible list.

Notes

1. 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.
2. Language Proficiency: If you pass the examination for No. 37-317, Utility Consumer Assistance Specialist 2 (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.
3. If you submit an application for No. 37-317 Utility Consumer Assistance Specialist 2 (Spanish Language), an application will automatically be submitted for you for No. 37-316 Utility Consumer Assistance Specialist 2 at no additional cost.

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Duties

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.

Utility Consumer Assistance Specialist 2: first-level supervisor; performs more complex tasks associated with receiving, analyzing and resolving and responding to complaints and inquiries about regulated and competitive energy, telecommunications, cable television and water service; conducts reviews, mediations, and informal hearings; analyzes complaint information and data; designs reports; monitors the performance of systems; and supervises lower level staff in activities related to consumer complaints, inspections, equipment testing and report preparation.

Utility Consumer Assistance Specialist 3: second-level supervisor; in addition to performing the tasks of the UCAS2, researches and summarizes broad-based generic issues and recommends actions; supervises and directs the activities of the Call Center, Analysis Unit, and Emergency Hotline operations; develops and maintains office procedures; performs research and analysis activities related to workload and consumer complaints; conducts informal hearings, reviews, and mediations between consumers and service providers dealing with more complex issues; prepares determinations on appeals, shared meter complaints, and rehearing petitions for Public Service Commission action.

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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:	For Examination Numbers
	37-316	37-317	37-318
1. Understanding and interpreting Public Service laws, rules, regulations, procedures, and utility tariffs - These questions test for the ability to read and analyze short written selections from the New York State Public Service law, rules, regulations, procedures, and utility tariffs. All the information needed to answer the questions will be contained in the written material accompanying the questions.	X	X	X
2. Preparing written material - These questions test for the ability to present information clearly and accurately, and to organize paragraphs logically and comprehensibly. For some questions, you will be given information in two or three sentences followed by four restatements of the information. You must then choose the best version. For other questions, you will be given paragraphs with their sentences out of order. You must then choose, from four suggestions, the best order for the sentences.	X	X	X
3. Educating and interacting with the public - These questions test for a knowledge of techniques used to interact effectively with individual citizens and/or community groups, to educate or inform them about topics of concern, to publicize or clarify agency programs or policies, to negotiate conflicts or resolve complaints, and to represent one's agency or program in a manner in keeping with good public relations practices. Questions may also cover interacting with others in cooperative efforts of public outreach or service.	X	X	X
4. Testing of utility meters - These questions test for knowledge of the principles and practices involved in the inspection and testing of gas, water and electric meters; including the operating characteristics of various types of gas, water and electric meters and procedures for testing the accuracy of these meters.	X	X
5. Supervision - These questions test for knowledge of the principles and practices employed in planning, organizing, and controlling the activities of a work unit toward predetermined objectives. The concepts covered, usually in a situational question format, include such topics as assigning and reviewing work; evaluating performance; maintaining work standards; motivating and developing subordinates; implementing procedural change; increasing efficiency; and dealing with problems of absenteeism, morale, and discipline.	X	X
6. Principles and practices of program planning and project management - These questions test for knowledge of the principles and practices of program planning and project management and the ability to properly apply program planning and project management techniques, including the planning, scheduling, implementation, coordination, troubleshooting, and evaluation of both short and long term programs and projects.			X
7. Administrative supervision - These questions test for knowledge of the principles and practices involved in directing the activities of a large subordinate staff, including subordinate supervisors. Questions relate to the personal interactions between an upper level supervisor and his/her subordinate supervisors in the accomplishment of objectives. These questions cover such areas as assigning work to and coordinating the activities of several units, establishing and guiding staff development programs, evaluating the performance of subordinate supervisors, and maintaining relationships with other organizational sections.			X

If you pass, your seniority credit(s), if any, will be included in the computation of your final score. Rank on the eligible list will be determined after adding any wartime veterans' credits to your final passing score.

Credit for Seniority

Seniority is credited at the rate of one credit for each five-year period (or fraction thereof), excluding the first year of service.

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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.

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 [press 2, then press 2]. Outside of the Albany area, call toll free at 1-877-697-5627 [press 2, then press 2]. 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 [press 2, then press 1].

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

Eligibility for Examination

To be eligible to compete in this examination, you must be employed in the specified department or agency on a permanent or contingent permanent basis in the competitive class, or in the non-competitive class or labor class if specifically noted on this announcement (or be on an appropriate preferred list), and have the specified time in the specified title or salary grade. You may not compete in a test for a title if you are permanently employed in that title (unless you are still on probation) or in a higher direct line of promotion.

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/TC3 MAS-vla
Issued: 1/9/15

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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