ADMINISTRATIVE SPECIALIST II

This is a Public Service Commission (PSC or Commission) recruitment for a full-time Administrative Specialist II/ Compliance & Enforcement Specialist II in the Compliance & Enforcement Unit within the Consumer Affairs Division (CAD). The Commission regulates Maryland utilities, including gas, electric, and landline telephone carriers, as well as for-profit water and sewage disposal companies. The Commission also has the authority to license third-party suppliers of gas and electric commodities, adopt complaint procedures, and establish consumer protection standards regarding supplier services. CAD is the Commission’s dispute resolution office that answers utility customer questions and investigates utility service complaints. Bilingual (English/Spanish) candidates are encouraged to apply.

11

6 St. Paul Street, Baltimore, Maryland  21202

The Administrative Specialist will investigate, mediate, make determinations, and respond to consumer complaints against any gas, electric, telecommunication, for-profit water utilities, or competitive suppliers. To do so effectively, the Administrative Specialist will establish and maintain working relationships with utilities, stakeholders, and co-workers. CAD’s decisions are driven by data – it is essential that the team accurately collects and enters data in CAD’s complaint data management system to inform departmental decision-making. Timely and clear communication, both written and verbal, are key to our mission to provide Marylanders with excellent customer service during the dispute resolution process.

• Independently investigate and resolve consumer complaints using established CAD procedures and timelines, applicable Maryland laws and regulations, as well as Commission Orders and decisions. 
• Writing letters and reports summarizing complaint investigation findings. Written communication must be clear and professional. 
• Accurately collect and enter data in CAD’s database to inform departmental decision-making. 
• Analyze information and documents received to ensure utility companies and competitive suppliers are in full compliance with Maryland laws and regulations, Commission Orders and decisions. 
• Understand and interpret Maryland laws and regulations, Commission Orders and decisions to provide timely written responses to customers and utilities using “IRAC” format (Issue, Regulation, Action, and Conclusion/Decision).
• Remain knowledgeable on a wide range of consumer-related issues to communicate effectively and professionally with citizens. 
• Gather information concerning consumer-related issues to alert CAD to potential violations of Maryland laws and regulations, Commission Orders and decisions. 
• Assist management in the preparation of non-compliance reports when requested.
• Perform weekly or biweekly audits of assigned cases to ensure timely resolution of assigned cases. 
• Research and remain familiar with current events related to the energy industry. 
• Maintain confidentiality and clear, comprehensive records of investigations.
• Assist with strategic planning for community outreach, including drafting new materials, communication with citizens, and attending public hearings and events. 
• Maintain a positive, professional relationship with representatives of the regulated utilities and the Commission.

Experience:   Three years of experience in administrative staff or professional work.

Notes:

1. Candidates may substitute 30 credit hours from an accredited college or university for each year of the required experience.

2. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer involving staff work requiring regular use of independent judgment and analysis in applying and interpreting rules and regulations in accordance with agency laws and policies on a year-for-year basis for the required experience.

Candidates may be responsible for providing their own transportation as needed to access meetings, remote locations, and job destinations as assigned.

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.

STATE OF MARYLAND BENEFITS

The online application process is STRONGLY preferred. If you are unable to apply online, you may mail a paper application and supplemental questionnaire to: