Introduction
This is a Public Service Commission (PSC or Commission) recruitment for an Administrative Officer III in the Compliance and Enforcement Unit (CEU) within the Consumer Affairs Division (CAD). The Commission regulates Maryland utilities, including gas, electric, and telephone carriers, as well as for-profit water and sewage disposal companies. The Commission also has the authority to license gas and electric suppliers, adopt complaint procedures, and establish consumer protection standards regarding energy supplier marketing and services. CAD is the Commission's dispute resolution office that answers utility customer questions and investigates utility service complaints. Operating with CAD, the CEU resolves complaints and also monitors complaint data to identify patterns of regulatory violations.
GRADE
15
LOCATION OF POSITION
6 St. Paul Street
Baltimore, MD 21202
POSITION DUTIES
The main purpose of this position is to investigate complaints of all levels of complexity, operating at a high level of independence. To provide supervision and guidance to lower-level CEU staff. To mediate, make determinations, and respond to consumer complaints against any gas, electric, telecommunication, for-profit water utilities, or competitive suppliers. To communicate with stakeholders and members of the community with professionalism and courtesy. To accurately collect, enter, and analyze data in CAD's database to make written recommendations that inform CEU decision-making. To ensure compliance with Maryland laws and regulations, applicable tariffs, as well as Commission Orders and decisions. Excellent communications skills, both written and verbal, are essential.
Provide accurate guidance as well as consistent and uniform information to lower-level CEU staff
Independently investigate and resolve consumer complaints of all levels of complexity using established CAD procedures and timelines, applicable Maryland law and regulations, as well as Commission Orders and decisions
Provide regular training and feedback to lower-level CEU staff concerning their performance and proficiency in various job functions, supported by data and case audits. Lend support and treat all subordinates in a fair and professional manner
Accurately collect, enter, and analyze data in CAD's database to make written recommendations that inform departmental decision-making
Analyze information and documents received to ensure utility companies and utility companies and competitive suppliers are in full compliance with Maryland laws and regulations, applicable tariffs, and Commission Orders and decisions
Understand and interpret Maryland law and regulations, applicable tariffs, and Commission Orders and decisions to provide timely written responses to customers and utilities using "IRAC" (Issue, Regulation, Action, and Conclusion/Decision) format
Review and approve lower-level staff's decision letters to ensure completeness and accuracy
Answer questions and provide accurate information to the public, public officials, and utility representatives while remaining familiar with current events in the energy industry as well as results of proceedings pending before the Commission
Gather information concerning potential violations of Maryland laws and regulations, tariffs, and Commission Orders and decisions to prepare non-compliance reports
Perform weekly or biweekly audits of assigned cases to ensure the accuracy of information and timely completion of assigned cases. Periodic audits of cases of lower-level personnel to recommend needed follow-up
Research current events related to the energy industry and assist with periodic updates of CAD and CEU materials. Remain knowledgeable on a wide range of consumer-related issues and Commission Orders, COMAR Title 20, the Maryland code Public Utilities Article, and relevant Maryland Commercial Law such as the Door-to-Door Solicitations Act, and the Maryland Telephone Solicitation Act.
Assist with strategic planning for community outreach, including updates to the Commission's website, creating new brochures/fact sheets, and attending public hearings and events
Identify and provide information to CAD management team regarding potential process improvements, consumer outreach, and energy supplier training needs. Notify management of any changes in complaint and/or violation patterns
Maintain confidentiality and clear, comprehensive records of investigations
Maintain a positive, professional relationship with representatives of the regulated utilities and the Commission
MINIMUM QUALIFICATIONS
Education: Possession of a Bachelor's degree from an accredited four-year college or university.
Experience: Three years experience in administrative or professional work.
Notes:
1. Candidates may substitute additional experience in administrative staff or professional work on a year-for-year basis for the required education.
2. Candidates may substitute additional graduate level education at an accredited college or university at the rate of 30 semester credit hours for each year of the required experience.
3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work that included the regular use of independent judgment and analysis in applying and interpreting complex administrative plans, policies, rules or regulations or analysis of operational programs or procedures with recommendations for improvement on a year-for-year basis for the required education and experience.
DESIRED OR PREFERRED QUALIFICATIONS
Investigative or legal report writing experience
Experience working with Microsoft Office and Salesforce (or other CRM software)
Excellent organizational, communication, and problem solving skills
And two years of experience in either:
Supervision in a customer service, relationship management, government, or other professional environment where there is a significant administrative component to work responsibilities,
or
Law enforcement,
or
Legal investigation,
or
Dispute resolution
SELECTION PROCESS
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.
EXAMINATION PROCESS
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.
BENEFITS
FURTHER INSTRUCTIONS
For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service must be provided prior to hire.
Online applications are highly recommended. However, if you are unable to apply online, the paper application and supplemental questionnaire may be submitted to: Department of Budget and Management, Recruitment and Examination Division, 301 W. Preston St., Baltimore, MD 21201. Paper application materials must be received in our office by the closing date for the recruitment. No postmarks will be accepted.
For questions regarding this recruitment, please contact the DBM Recruitment and Examination Division at Application.Help@maryland.gov or 410-767-4850, MD TTY Relay Service 1-800-735-2258.
We thank our Veterans for their service to our country.
People with disabilities and bilingual candidates are encouraged to apply.
As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.
