Utility Consumer Assistance Specialist Trainee
Utility Consumer Program Specialist Trainee

Due to current testing space limitations, candidates may need to travel to a test site to take this examination. Candidates will be notified of their test site location on their admission notice.

Appointees who work in the five boroughs of New York City or in Nassau, Suffolk, Rockland, or Westchester Counties will receive an additional $3,087 annual downstate adjustment. Appointees who work in Dutchess, Orange, or Putnam Counties will receive an additional $1,543 annual mid-Hudson adjustment.

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Minimum Qualifications

On or before February 10, 2024, you must have:

Either 1. 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;

Or 2. 30 semester credit hours of college level study and one year of experience in one or more of the areas as described in #1 above;

Or 3. an associate degree or 60 semester credit hours of college level study.

IMPORTANT: If you are using college coursework to qualify for this examination, you MUST provide additional course information on your application demonstrating you have earned the required number of credits. You must include the name and location of the college, the course title, and number of credits earned for each course. You can add this information into your online application or attach to your paper application. Failure to provide this information may result in the disapproval of your application to take the examination.

Examples of non-qualifying experience include but are not limited to: HVAC installation and repair; face to face sales; banking; telephone/telemarketing; cable TV installers; energy service company sales; or solar panel sales.

• If you expect to meet the educational requirements by September 30, 2024, you can take the multiple-choice test. You MUST submit proof of successful completion of the educational requirements to the appointing authority at the time of the employment interview or you will not be considered for appointment. Failure to meet the educational requirements by September 30, 2024, may result in your removal from the eligible list.
• Your required educational credentials must have been awarded by an educational institution accredited by a regional, national, or specialized agency recognized as an accrediting agency by the United States (U.S.) Department of Education/Secretary of Education. If awarded by an institution outside of the U.S. and its territories, you must provide independent verification of equivalency. A list of companies that provide these services (fees must be paid to the company you choose) can be found at: http://www.cs.ny.gov/jobseeker/degrees.cfm.
• If verifiable, we will accept and prorate appropriate part-time and volunteer experience.
• New York State residency is not required.

Traineeships: The eligible list resulting from this examination will be used to fill one-year traineeships leading to Utility Consumer Assistance Specialist 1 or Utility Consumer Program Specialist 1, SG-14. To be advanced to the full performance level of this title you must successfully complete a set training and development program. Upon satisfactory completion of the 12-month training at the Trainee level, you will automatically advance to the full level of this title without further examination.

An appointee's performance in the trainee position and in the set training and development programs will be observed and evaluated. The training and development program will include extensive on-the-job training and carefully designed and monitored work experience. If an appointee does not meet the standard requirements, they may be terminated at any time after the initial eight weeks and before completion of the traineeship.

Additional Requirements for Appointment:

• Background Investigation: Due to the nature of these positions, there may be an investigative screening which could 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 merit, consistent with the applicable provisions of state and federal laws.

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

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Duties

As a Utility Consumer Assistance Specialist Trainee, 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, Energy Service Companies (ESCOs), Energy Brokers and Consultants, Distributed Energy Resource (DER), Community Choice Aggregation (CCA), 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 payment 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. You may also be trained through involvement with senior colleagues in all consumer assistance matters handled by the office.

As a Utility Consumer Program Specialist Trainee, you would perform a variety of duties in connection with a statewide consumer education program and with the oversight of electric, steam, gas, telecommunications, cable, Energy Service Companies (ESCOs), Distributed Energy Resource (DER), Energy Broker and Consultants, Community Choice Aggregation (CCA), and water service providers in New York State. Tasks may include advocacy training to represent residential customer interests through involvement 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, and low income 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 be trained through assisting in the evaluation of metering equipment and processes; review and monitor rate plan incentive programs; evaluating utility emergency plans and responses to electric and natural gas outages; and participating in the review of utility customer education plans. Finally, tasks may also include data entry into the Department's Document and Matter Management system, analyzing complaint data, and drafting letters to address compliance filings or complaints related to energy service companies, distributed energy resource providers, energy broker and consultants, and Community Choice Aggregation providers.

Notes:

1. Travel Requirements: Appointment to certain positions requires extensive travel within an area of assignment. Appointees may need to operate a motor vehicle or have other means to meet the transportation needs of the job. If the position requires that you operate a motor vehicle, you must continuously have a valid New York State driver's license to continue employment. Field work and travel expenses are reimbursed on a fixed schedule. Overnight travel may be required.
2. A transition examination is also being held for these positions. Although transition examinations are being held, it is expected that appointments will be made as the result of these examinations open to the public.
3. Agencies have 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.

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Subject of Examination

To be considered for appointment to this title, you must pass the multiple-choice test. The multiple-choice test evaluates your knowledge, skills, and/or abilities in the following areas:

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. Customer service - 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. Your final score on the eligible list will be determined after adding any wartime Veterans' and Civil Service Law Section 85-a credits.

Admission To The Test: If approved for a multiple-choice test, you will receive an admission notice which will indicate your assigned test date and the way your test will be administered. Your test may be administered with paper and pencil or online at a state test site using a state-provided Chromebook. You cannot request to change your scheduled day or request a specific type of test administration.

Applicants are required to have a Personal NY.gov account and keep their email address up to date. The Department of Civil Service and other state agencies will communicate with you through email correspondence. This may include notification of your application status, your test arrangements, 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.

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How To Apply

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 unlawful 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, arrest and/or criminal conviction record, or any other category protected by law, 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 multiple-choice 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 Accommodation Unit of the Department of Civil Service at Testaccommodation@cs.ny.gov.

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 multiple-choice test three days before the date of the test, email us at AdmissionNotices@cs.ny.gov. Please provide your first and last name, address, and the last four digits of your social security number, and we will provide you with the information you need to attend your multiple-choice test. If you have an issue other than not receiving your admission notice, please contact our office at (518) 474-6470 in the Albany area or toll free at 1-877-697-5627. Please leave a clear concise message and provide your first and last name, last four digits of your social security number and a daytime phone number.

Taking State and Local Examinations Scheduled for the Same Day

If you have applied to take a multiple-choice test announced by either one or several local jurisdictions (county, town, city) scheduled to be held on the same test date as this multiple-choice 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: https://www.cs.ny.gov/jobseeker/local.cfm.

Cell Phones or Electronic/Communication Devices at the Test Site

The use of cell phones, beepers, headphones, or any electronic or other communication devices at your personal testing site or in the test room, hallways, restrooms, building, grounds, or other areas, except as expressly authorized by the Department of Civil Service, could result in your disqualification.

S2/B2 MLG-dah
Issued: 11/21/23

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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