Below is a reposting for a vacancy in BCS. Previous bidders do not need to re-apply. If interested please apply using the link directly below.  


invites applications for:

Consumer Services Policy Analyst 2 (PWSA)

The Commonwealth of Pennsylvania is proud to be an equal opportunity employer supporting workplace diversity.



$55,902.00 - $84,910.00 Annually


Civil Service


Public Utility Commission


Dauphin County




01/31/18 11:59 PM














Bureau of Consumer Services


400 North Street






Shannon Marciano







If you anticipate the need for an accommodation due to a disability, please inform the Human Resource Office at the time an interview is scheduled.

A regular work schedule will be assigned within the hours of 7:30 a.m. 5:00 p.m. (E.g., 7:30 am 4:00 pm, 8:00 4:30, 8:30 5:00, etc.).


This position performs duties for a unit in the Policy Division. It may be assigned to any of the following  Units: Compliance and Competition Unit, Telecom/Water Compliance Unit, or the Energy policy Unit. The position is primarily responsible for monitoring utility customer service performance, the informal enforcement of energy, water, or telco regulations, compliance reviews, and quality control/quality assurance of internal staff and a variety of special projects such as annual reports and project teams.
Duties may include:
Maintaining utility customer service and collections performance tracking system(s). Identifying sources of information currently available. Monitor and maintain a data base for specific utilities' measurement data; evaluate and analyze collections and complaint data to identify significant positive or negative trends.  Identify additional collections and complaint information that may aid in the data analysis and work with company representatives on the development of the data collection and reporting processes.  Liaison between utilities and BCS staff on issues involving policies and procedures relating to customer service and collection issues. Support and assist with training Policy and CACD division staff on issues related to case evaluation and informal compliance.
Performing the following activities to enforce the residential service standards at 52 Pa Code Chapter 56, Title 66 C.S.A. Chapter 14, as well as other statutes and regulations pertaining to customer care functions or services: (1) prepare written informal notification of infraction(s) for transmittal to the utilities and inclusion in BCS case files. (2) review and respond to utility infraction denials/requests for clarifications to BCS' informal compliance notifications; (3) maintain comprehensive files on each informally verified infraction for use in reports, informal investigations, formal enforcement actions, rate cases, and meetings with utilities; (4) assist in informal investigations consistent with 66 Pa C.S. 506 and 3.113 of the Public Utility Code, including participating in settlement discussions, monitoring compliance with settlement terms, and (5) assist in review of, and response to, petitions for waiver or declaratory order relative to Chapter 56 and other customer service-related regulations. 

Prepare annual or quarterly surveys, which may include assignments such as the annual Cold Weather Survey Report (52 Pa. Code 56.100) for the Commission by (1) preparing letters/surveys to be sent to the EDCs and NGDCs by the end of September, (2) writing a final narrative report of approximately two pages by December 20 as well as a one-page news release, (3) acting as BCS contact for utilities that have questions relating to the survey,( 4) monitoring the status of terminated, heat-related accounts as directed, and (5) revising the reporting form as necessary. 
Participate, as needed, in field observations and examination of records of electric, gas, water/sewer, and telephone/telecom companies as part of either an informal investigation or consumer service audits 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.
Participate in formal Commission proceedings relating to compliance by utilities with Commission regulations and the utility's tariff impacting on residential service by (1) preparing interrogatories and requests for documents; (2) reviewing utility responses to interrogatories and requests for documents; (3) participating in on-site review of company records; (4) attending or reviewing transcripts of depositions; (5) preparing and presenting direct and surrebuttal testimony; (6) reviewing and critiquing utility testimony; (7) in conjunction with lawyer(s) assigned to case, provides technical assistance in preparation of motions, briefs, exceptions, settlement agreements, etc.; and (8) in conjunction with lawyer(s) assigned to case, negotiates settlements.
Assist the Commission's implementation of the Electricity Generation Customer Choice and Competition Act at 66 Pa. C.S.A. Chapter 28 and the Natural Gas Competition Act at 66 Pa. C.S.A. Chapter 22 by reviewing customer information materials relative to the customer information regulations (52 Pa. Code Chapters 54 and 62) and supplier marketing standards (52 Pa. Code Chapter 111.)
Assist other Commission Bureaus conducting performance audits and informal investigations by conducting interviews with utility and utility related personnel; identifying utility documents subject to review; writing the informal investigation report, representing the Bureau at settlement discussions and preparing and presenting testimony in formal Commission proceedings.
Perform evaluative coding within established limits of reliability (i.e., BARC statistics) for energy cases annually to include utility response time and complaint resolution as well as the type of call and type of problem.
Perform informal quality control of BCS cases by assessing the case handling by Customer Assistance & Complaint Division (CACD) investigators for compliance with the Bureau's standard operating procedures and assuring that cases contain adequate documentation to support BCS decisions.  Additionally, performs evaluative compliance review of case documentation to determine if the documentation supports any judgments made by the CACD investigator regarding infractions of Commission regulations, or if the case documentation reflects infractions overlooked by the investigator. Also, provides feedback to the lead worker and the Training & Quality Assurance staff or on potential training needs. 
Maintain the CSIS Crosswalk and codebook; coordinating CSIS coding changes with other Bureau units and Penn State and with changes to Customer Account Information system.  Assists with the routine reviews of FIDO and other error reports as to maintain the integrity of the CSIS database.
Assist with the preparation of the Policy Division reports. This includes composing or writing sections and executive summaries of reports such as the UCARE report, which includes statistics and analyses relative to consumer complaints, payment agreements, termination and reconnection of service and compliance, and other performance measurements.
Acts as a Bureau spokesperson internally and externally, before professional organizations and utilities. This includes presenting Bureau and Commission views on relevant issues, programs and policies.
Performs other 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 read and understand complex reports, rules, regulations and policies.
Ability to write detail topical and evaluative research reports.

Ability to prepare and present data in tabular, graphic and matrix form.
Ability to learn about and use microcomputers for data retrieval, case evaluation, research and the preparation of material for meetings and reports.
Ability to learn and use spreadsheet, graphic, word processing and related software packages, on-line data systems and the internet.
Ability to accurately interpret and apply public utility laws, rules and regulations, as well as PUC, Bureau policy and procedures, and regulatory requirements regarding consumer service issues.
Ability to establish and maintain effective working relationships with associates, other offices, representatives of other governmental agencies and utility representatives.
Ability to serve on internal and external committees/work groups.
Ability to conduct informal and formal meetings.
Ability to learn and apply the evaluative rules and codes contained in the Bureau's "Evaluative Coding Reference Manual" and Integrated Codebook.

Ability to learn and understand utility tariff rules, Commission regulations, State and Federal laws pertaining to public utilities as necessary for proper evaluation of complaint handling.

Ability to analyze informal complaint facts and investigation results relevant to utility compliance.
Ability to develop expertise regarding utility related programs.
Ability to monitor the implementation and administration of utility related programs.
Ability to use evaluation criteria to monitor utility related programs.
Ability to use data classification systems including the interpretation of data system outputs.
Ability to use applied statistical, mathematical or system methods for analyzing data.
Ability to analyze and develop complex data classification systems. 
Ability to develop questionnaires and forms for data reporting.
Ability to participate in on site audits of utility related programs.
Ability to participate in informal investigations, formal proceedings and settlement negotiations as technical assistant to Commission attorneys.
Ability to prepare interrogatories, direct testimony, including Exhibits, for formal proceedings.
Ability to analyze direct testimony and exhibits of utility witnesses.
Ability to attend professional conferences in the Eastern U.S.
Ability to attend business meetings within Pennsylvania.



Eligibility - all candidates
One year as a Consumer Services Policy Analyst 1;
Two years of experience in human services or consumer services, and a bachelor's degree with major course work in public administration, political science, psychology, other social sciences or a closely related field;
An equivalent combination of experience and training.

Be a resident of Pennsylvania.

Be eligible for selection in accordance with Civil Service rules.


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
  • Reinstatement

Eligibility - Competitive Promotion Without Examination Only

  1. Have held regular civil service status in one of the following classifications:
    • Consumer Services Policy Analyst 1

Or in a classification at Pay Scale Group 7 where there is a 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 Services Policy Analyst 2 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 Services Policy Analyst 2 class.

Selection Criteria

  1. Minimum experience and training required for the job.
  2. 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.
  3. Seniority, defined as a minimum of one year(s) in the next lower class(es) by the posting closing date of 1/31/2018.

This section is issued for compliance with Management Directive 580.19, Promotion in the Classified Service without Examination.
How to apply - all candidates:
The following materials must be submitted online on or before Wednesday, January 31, 2018:

  1. Most Recent Employee Performance Review
  2. Resume

All application materials must be filed online by the closing date of this posting. Late 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.

Individuals applying for Reinstatement must submit a letter of interest requesting consideration for reinstatement.

Please use the contact information provided for additional information.



400 North Street
Harrisburg, PA 17120

An Equal Opportunity Employer

Position #93-17