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
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
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
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.
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
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
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
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
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
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
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
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.
Applicants must meet one (or more) of the following methods(s) to be
considered for this vacancy:
- Promotion Without Examination
- Voluntary Demotion
Eligibility - Competitive Promotion Without Examination Only
- Have held regular civil service status in one of the
- Consumer Services Policy Analyst 1
Or in a supervisory class 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
- 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 1/17/2018.
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 17, 2018:
- Most Recent Employee Performance Review
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.