|
This position serves as a policy analyst in a technical
management unit in the Bureau of Consumer Services. It may be responsible for
one or more of the following areas and may report directly to any of the
supervisors or managers within the bureau depending upon areas of responsibility
assigned. Responsibilities may include focus on any of the primary functions
of the BCS Policy Division or CAC Division support functions, which may
include things such as telephone and/or energy policy, low income programs,
utility collections and customer service performance monitoring, utility
compliance, marketing/competition oversight, statistical analysis and
reporting, prosecutory roles, advisory roles and reporting to and for the
Commission, internal quality control, organizational development and
training, and systems support functions for the bureau.
Primarily, this position performs case evaluation
and support for reporting and analysis of energy, water, and telco company
performance. This includes internal staff quality control reviews as well as
utility compliance assessments. It assists the Bureau of Consumer Services'
management and Policy Division staff with the development of the UCARE,
Universal Services and Collections, Utilities Customer Service Performance,
and other special reports and publications.
Examines cases from the Customer Assistance & Complaints Division (CACD)
and makes final independent evaluation decisions about each case.
Performs evaluative coding within established limits of reliability for
informal complaint unit (ICU) cases annually to include utility response time
and complaint resolution as well as the type of call and type of problem.
Performs quality control reviews of informal cases by assessing the case
handling by CACD investigators for compliance with the Bureau's standard
operating procedures and assuring that cases contain adequate documentation
to support Bureau of Consumer Services (BCS) decisions.
Performs utility compliance assessment of energy, water, and telco
companies. Reviews cases to determine if all violations of statutes and
Public Utility Commission (PUC) regulations have been cited and properly
classified by investigators. Also checks to insure that adequate
documentation exists to support the citation(s).
Identifies from evaluation of informal complaints any consumer problems that
appear to represent systemic utility problems. Follows the BCS Procedures for
Handling Systemic Problems for addressing a utility response to informal
complaints.
Assists with the preparation of the Bureau's monthly reports including
the Monthly Collections Tracking Report by reviewing statistics and reports
submitted monthly by major gas and electric companies pursuant to 52 Pa. Code
§56.231 (reporting requirements). This includes monitoring compliance with
reporting requirements, examining the accuracy of data, manually correcting
data, troubleshooting reporting problems and contacting the appropriate
utility personnel to resolve data problems.
Assists in the analysis of consumer complaints and verified infractions in
order to prepare individual company summaries of the most frequent types of
complaints, most significant reasons for complaints classified as
"justified," and most frequent reasons for verified infractions.
Participates, as needed, in field observations and examination of records of
energy, water, and telco utilities, as part of either an informal
investigation or consumer service audit consistent with 66 Pa. C.S. 506 and
Section 3.113 of the Public Utility Code or as part of Bureau of Consumer
Services audits.
Assists in the review of Universal Service and Energy Conservation Plans
filed by the utilities on a triennial basis. Identifies and assesses utility
Customer Assistance Program (CAP) implementation concerns through review of
informal complaints filed with the Bureau. Assists with other CAP issues as
needed.
Serves as a BCS Public Meeting monitor. Circulates the agenda to
determine items of special interest for policy staff and management; attends
Public Meetings, notes all actions (especially those pertinent to BCS);
prepares a synopsis of each Public Meeting and provides it to staff and
management.
On an as-needed basis, assists in matters related to the implementation of
customer choice for both the electric and natural gas industries.
Performs other related duties as assigned.
Essential Functions:
Ability to communicate clearly orally and in writing.
Ability to make clear and pertinent statements orally and in writing.
Ability to summarize data and present findings orally and in writing.
Ability to write topical and evaluative research reports.
Ability to read and understand reports, rules, regulations and policies.
Ability to prepare and present data in tabular, graphic, and matrix form.
Ability to be proficient using computer programs and performing analytics,
primarily for data entry and analysis relative to case evaluation (utility
compliance and internal quality control); also for other uses such as the
preparation of topical and evaluative research reports.
Ability to learn and use spreadsheet, graphic, word processing and related
software packages, on-line data systems and the internet.
Ability to learn and apply relative evaluative rules, regulations, and codes
including those contained in the Bureau's "Evaluative Coding Reference
Manual" and Integrated Codebook.
Ability to learn and understand utility tariff rules, Bureau policy and
procedures, Commission regulations, and both State and Federal laws
pertaining to public utilities as necessary for proper evaluation of
complaint handling.
Ability to learn terminology specific to the utility industry.
Ability to review and analyze information involving informal complaints filed
by consumers, including information such as correspondence, narrative
summaries from intake staff and investigators, and utility company reports
with account statements.
Ability to communicate, both up the chain of command and down, any
problems/errors in handling informal complaint cases.
Ability to serve on internal committees/work groups.
Ability to learn and apply "Plain Language Concepts" for document
reviews.
|
|
Recruitment Method(s):
Applicants must meet one (or more) of the following methods(s) to be
considered for this vacancy:
- Promotion Without Examination
- Transfer
- Reassignment
- Voluntary Demotion
Eligibility - Competitive Promotion
Without Examination Only
CLASS RESTRICTIONS
- Have held regular civil service status in one of the
following classifications:
Or
in a class at Pay Scale Group 6 where there is clear linkage between the
knowledge, skills, and abilities required to perform the duties of that class
and the knowledge, skills, and abilities required of the Consumer
Service Policy Analyst 1 class. Applications submitted will be reviewed
to determine if an applicant's current or previous class has a logical
occupational, functional, or career development relationship to the Consumer
Service Policy Analyst 1 class.
Selection Criteria
Minimum experience and training required for the job.
Meritorious service; defined as (a) the absence of any discipline above the
level of written reprimand during the 12 months preceding the closing date of
the posting, and (b) the last due overall regular or probationary performance
evaluation was higher than unsatisfactory or fails to meet standards.
Seniority, defined as a minimum of one year(s) in the next lower class(es) by
the posting closing date of 6/8/2018.
Application Instructions
- Interested qualified applicants must
submit all requested materials as specified in the "How To Apply
Section". Failure to comply with the below
application requirements will eliminate you from consideration for this
position.
This section is issued for compliance with Management Directive 580.19, Promotion in the Classified
Service without Examination.
How to apply - all candidates:
Submit an online application at https://www.governmentjobs.com/careers/pabureau/promotionaljobs
on or before Friday, June 8, 2018 and
attach:
- Resume
- Please attach a copy of
your most recent Employee Performance Review (EPR) to your application -
if you do not have this document, please include a note explaining why
it is not included.
All application materials must be
filed online by the closing date of this posting. Faxed,
e-mailed, mailed, late and/or incomplete applications will not be accepted.
To be considered for this vacancy, all applicants must meet the minimum
experience and training requirements.
In addition to the application materials listed above, individuals applying
for Voluntary Demotion must submit a letter of interest acknowledging
reduction in pay.
Please use the contact information provided for additional information.
|