State of Washington Classified Job Specification
CONSUMER PROGRAM SPECIALIST 2 - UTC
In the Regulatory Services Division of the Utilities and Transportation Commission, performs professional activities related to investigating and regulating privately owned public utilities or transportation companies. This includes organizing and managing consumer issues in a caseload of general rate cases; docketed tariff revisions; multi-tariff proposal notices; formal complaints; industry specific rule makings; and initial, recurring and appealed informal consumer complaints.
Independently plans, prepares, coordinates and conducts technical research studies, investigations or projects regarding public utility or transportation regulation, including quality of service and adequacy of customer notice; develops conclusions and recommendations for presentation to senior management and Commissioners, for publishable reports and for legally contested proceedings;
Advises and consults with Commissioners, utility subscribers and customers, other governmental agencies, legislators, officials of civic or service organizations and regulated company management regarding applications, interpretation or revision of Commission rules, policies and orders, rates or conditions of service, type, quality and adequacy of service, and customer notice; negotiates issues where guidelines and policies have not been clearly established;
Receives, evaluates, investigates and mediates initial, recurring or appealed informal consumer complaints concerning rates, service or multi-tariff customer notice for all regulated utilities;
Facilitates meetings of groups seeking remedy of grievances or adjustment or extension of utility service;
Leads interdisciplinary committees, study teams and special task forces formed to evaluate issues, present options and recommend Commission action on significant rate, service, notice or policy issues;
Prepares and presents expert written and oral testimony in contested formal hearings on single, industry-wide issues related to regulatory theory, management effectiveness, industry or company practices and procedures; assists in preparing highly complex studies of sufficient theoretical and technical quality to withstand extensive review under cross-examination by opposing interests and to be sustainable under potential court review;
Directs the work of professional staff on a project basis;
Coordinates promulgation of Commission administrative and procedural regulations; analyzes state laws and regulations affecting program areas of responsibility and designs needed changes; evaluates proposed legislation affecting program areas of responsibility;
Performs other work as required.
Knowledge and Abilities
Knowledge of: research methodologies, principles of effective negotiation, conflict resolution and dealing with difficult people; investigative methods and techniques; theory of utility regulation and utility practices; current economic, social and political developments; sources of pertinent data; business principles and practices; basic computer science; current trends in public utility regulation; governmental agencies and their practices and procedures; industry specific history and trends, terminology, markets, operating practices and procedures; laws, rules, regulations and tariffs specific to the Utilities and Transportation Commission.
Ability to: reason logically; present facts, options and recommendations in a clear, concise, effective manner both orally and in writing; establish and maintain effective working relationships with management, staff, consumers and regulated industries; utilize a variety of analytical, investigative and research techniques and tools; provide innovation, creativity, fresh ideas and original thought to the regulatory process; exercise sound judgment; negotiate effectively.
There may be instances where individual positions must have additional licenses or certification. It is the employer’s responsibility to ensure the appropriate licenses/certifications are obtained for each position.
A Bachelor's degree and three years of experience conducting professional level research, dispute resolution, investigation, or claims adjustment.
One year as a Consumer Program Specialist or equivalent.
Additional qualifying experience will substitute, year for year, for the Bachelor's degree.
A Master's degree will substitute for two years of experience.
A Ph.D. or a law degree will substitute for the required experience.
Class Specification History
New class: 9-14-84
Title change (formerly Utilities Services Examiner 2), revised definition and minimum qualifications, deleted distinguishing characteristics: 6-28-93
New class code: (formerly 46490) effective July 1, 2007