State of Washington Classified Job Specification
CONSUMER PROGRAM SPECIALIST 3 - UTC
In the Regulatory Services Division of the Utilities and Transportation Commission, performs professional activities relating to investigating and regulating privately owned public utilities or transportation companies. This includes independently planning, organizing, or managing consumer issues in a caseload of general rate cases; docketed tariff revisions and rule makings; formal complaints involving multi-jurisdictional companies; industry or agency-wide, multidisciplinary or multi-tariff notices; and contested or appealed informal consumer complaints. May supervise or lead staff.
Independently plans, prepares, coordinates, conducts and supervises 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, customer notice rendered; negotiates issues where guidelines and policies have not been established;
Receives, evaluates, investigates and mediates multi-tariff or multi- jurisdictional tariff proposals and notices, formal complaints, contested or appealed informal complaints concerning rates or service 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 dockets on multiple industry or multi-jurisdictional 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;
Plans, directs, coordinates and evaluates the activities of professional staff; develops standards, goals, objectives, deadlines and accountability;
Coordinates promulgation of Commission administrative and procedural regulations; directs the analysis of 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: management theory and practice; agency policies and procedures; state personnel and budgeting practices; principles of business and public administration; 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; develop short- and long-range plans, direct the work of professional staff; work cooperatively with government officials and industry representatives at all levels.
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 four years of experience conducting professional level research, dispute resolution, investigation, or claims adjustment.
Two years 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 up to two years of experience.
A Ph.D. or a law degree will substitute for up to three years of the required experience.
Class Specification History
New class: 9-14-84
Revised definition and minimum qualifications: 12-14-90
Title change (formerly Utilities Services Examiner 3), revised definition and minimum qualifications, deleted distinguishing characteristics: 6-28-93
New class code: (formerly 46500) effective July 1, 2007