Utility Consumer Assistance Specialist 4

You may be assigned to either Saturday or Sunday to take your test. The Department of Civil Service reserves the right to administer tests either online or with paper booklets and answer sheets. Your admission notice will tell you whether your test will be administered online. You cannot request a day in advance or change your scheduled day.

IMPORTANT: Unless waived, you must pay the non-refundable processing fee. For information on fee waivers, visit https://www.cs.ny.gov/examannouncements/types/oc/appinfo.cfm##Fee. It is important that you verify that you entered the correct examination number and title on your online or paper application prior to submitting. If you apply online, you should immediately review your email confirmation notice to verify that you applied for the correct examination. If you do not receive a confirmation number after submitting your online application, your application was NOT received by the Department of Civil Service. No late applications will be accepted after the filing deadline has passed.

THE LIST RESULTING FROM THIS EXAMINATION WILL BE USED FOR VACANCIES IN THE MANHATTAN, NEW YORK AREA ONLY.

Appointees who work in the five boroughs of New York City will receive an additional $3,026 annual downstate adjustment.

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Minimum Qualifications

On or before May 16, 2020, you must have:

Either 1. eight years of experience in one or more of the following:

• conducting investigations involving energy, telecommunications, water, or cable service;
• analyzing and/or researching information or data related to energy, telecommunications, water, or cable service;
• conducting inspections or tests of energy or water meters or telecommunications devices;*
• analyzing utility customer education programs and/or customer service performance;
• designing survey instruments to measure and track customer satisfaction in utility industries, or analyzing and/or preparing reports on results of such surveys;
• developing public awareness or consumer education** programs relating to utility matters including, but not limited to, presentations to consumers, consumer advocates, regulatory agency personnel, or utility industry representatives; OR
• investigating customer inquiries and complaints as a customer service representative or responding to customer inquiries in a call center environment.

Or 2. an associate's degree AND six years of the qualifying experience as described in #1;

Or 3. a bachelor's degree AND four years of the qualifying experience as described in #1;

Or 4. a master's degree or Juris Doctorate AND three years of the qualifying experience as described in #1.

Your qualifying experience must include one year of supervision of both projects and individuals.

The following activities are examples of qualifying and non-qualifying experience:

*Tests/inspections of meters/electric metering and submetering:

Qualifying experience: utility meter repair or refurbishment; calibration and/or operation of engineering test standards; calibration or operation of other types of engineering measurement instruments, e.g. micrometers, veneer calipers, etc.; or duties that require application of engineering standards promulgated by American National Standards Institute (ANSI) or other comparable standards body.

Non-qualifying experience: meter reading; meter data processing, e.g., data validation, editing or estimation; or meter installation/removal (unless accompanied by other duties noted above).

**Consumer education:

Qualifying experience: developing content for utility-related outreach materials such as brochures, factsheets, web pages, newsletters, or presentations; review and analysis of public education programs developed by utility or energy companies; or communication with community leaders and stakeholders for utility projects such as transmission lines or energy safety programs.

Non-qualifying experience: preparing an advertising/marketing campaign designed to sell utility products, e.g., energy efficient light bulbs; or soliciting customers for Energy Service Companies (ESCOs) through door-to-door or telephone sales.

Notes

1. Your degree must have been awarded by a college or university accredited by a regional, national, or specialized agency recognized as an accrediting agency by the U.S. Department of Education/U.S. Secretary of Education. If your degree was awarded by an educational institution outside the United States and its territories, you must provide independent verification of equivalency. You can write to the Examination Information Desk of the NYS Department of Civil Service for a list of acceptable companies who provide this service. This information can also be found on the Internet at http://www.cs.ny.gov/jobseeker/degrees.cfm. You must pay the required evaluation fee. If you are applying on the Internet, you must mail the independent verification of equivalency to the New York State Department of Civil Service, Albany, New York 12239. Attention: S2MLK.
2. A promotion examination is also being held for these positions. If you are eligible for appointment from a promotion list, you may not be appointed in your own agency from the list resulting from this examination open to the public.
3. Background Investigation: Because of the nature of the position there is an investigative screening that may include a thorough character investigation. All convictions must be reported. Conviction of a felony or misdemeanor or any falsified or omitted information may bar appointment or result in removal after appointment. Each case is determined on its own merits, consistent with the applicable provisions of state and federal laws.
4. Appropriate part-time and volunteer experience, which can be verified, will be accepted on a prorated basis.
5. New York State residence is not required.

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Duties

As a Utility Consumer Assistance Specialist 4, you would direct and supervise Office of Consumer Services program areas including: upstate and downstate office activities in the Consumer Assistance Call Center, Complaint Analysis/Expedited Resolution Units and the Informal Hearing and Appeals Units; investigate, identify trends, research and propose action on issues related to inquiries and complaints received; monitor enforcement of Public Service Law, Rules and Regulations under 16NYCRR, tariff provisions and Public Service Commission policies and orders; and direct the technical and analytical functions related to the Call Center and Complaint tracking operations in the Office.

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Subject of Examination

There will be a written test which you must pass in order to be considered for appointment. The written test is designed to test for knowledge, skills, and/or abilities in such areas as:

1. Analyzing and evaluating information - These questions test for the ability to analyze, interpret, and draw reasonable conclusions from information presented in text, data, images or symbols. This may involve identifying a significant problem or issue; focusing on relevant data and text; identifying trends, relationships, and significant features; assessing relevant alternatives; suggesting or evaluating possible conclusions; and applying logical principles to information provided. You should bring with you a hand-held battery- or solar-powered calculator for use on this test. You will not be permitted to use the calculator function on your cell phone.
2. Working and interacting with others - These questions test for knowledge of how to effectively approach work and maintain professional relationships with others in the workplace. Each question presents a situation and a number of possible approaches for handling it. Question topics may include working with supervisors and coworkers, interacting with members of the public, handling conflict, and managing workplace demands and priorities. The questions are not specific to any job title or place of work.
3. Administrative supervision - These questions test for knowledge of the principles and practices involved in directing the activities of a large subordinate staff, including subordinate supervisors. Questions relate to the personal interactions between an upper level supervisor and his/her subordinate supervisors in the accomplishment of objectives. These questions cover such areas as assigning work to and coordinating the activities of several units, establishing and guiding staff development programs, evaluating the performance of subordinate supervisors, and maintaining relationships with other organizational sections.
4. Preparing reports and official documents - These questions test for the ability to prepare reports and other official documents for use within and among governmental agencies, in legal or regulatory settings, or for dissemination to the public. Some questions test for a knowledge of grammar, usage, punctuation, and sentence structure. Others test for the ability to present information clearly and accurately, to use the proper tone, and to organize paragraphs logically and comprehensibly.

TEST GUIDE & SAMPLE TEST MATERIAL: A General Guide to Written Tests is available at http://www.cs.ny.gov/testing/testguides.cfm. Sample Test Material for the subject areas described above is also available at http://www.cs.ny.gov/testing/sampletestmat.cfm

Your final score must be 70 or higher in order to pass. Rank on the eligible list will be determined after adding any wartime Veterans' and Civil Service Law Section 85-a credits to your final passing score.

The Positions

These positions exist in the Department of Public Service.

Important: The Department of Civil Service and other state agencies may communicate with you through email correspondence. This may include the notification of your examination results and canvassing you for interest in appointment. It will be important for you to keep your email address, phone number and mailing address current by logging into https://www.cs.ny.gov/home/myaccount.

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How To Apply

Additional Information

New York State is an Equal Opportunity Employer

It is the policy of the State of New York to provide for and promote equal opportunity employment, compensation, and other terms and conditions of employment without unlawful discrimination on the basis of age, race, color, religion, disability, national origin, gender, sexual orientation, veteran or military service member status, marital status, domestic violence victim status, genetic predisposition or carrier status, arrest and/or criminal conviction record, or any other category protected by law, unless based upon a bona fide occupational qualification or other exception.

Appointment to many positions in State government require candidates to undergo an investigative screening. This may include a thorough character investigation, a Federal Bureau of Investigation Criminal Record History Check, a Child Abuse Registry clearance, or other similar procedures. Candidates may be fingerprinted and may be required to pay any necessary fees for that procedure. Depending on the nature of the job, the criminal convictions discovered, or any falsified or omitted information revealed, the investigative findings may bar appointment or result in removal after appointment.

Eligibility for Employment

You must be legally eligible to work in the United States at the time of appointment and throughout your employment with New York State. If appointed, you must produce documents that establish your identity and eligibility to work in the United States, as required by the federal Immigration Reform and Control Act of 1986, and the Immigration and Nationality Act.

Religious Accommodation

Most written tests are held on Saturdays. If you cannot take the test on the announced test date, due to a conflict with a religious observance or practice, check the box under “Religious Accommodation.” We will make arrangements for you to take the test on a different date (usually the following day).

Reasonable Accommodations in Testing

It is the policy of the Department of Civil Service, in accordance with the New York State Human Rights Law and the Americans with Disabilities Act, to provide qualified persons with disabilities equal employment opportunity and equal opportunity to participate in and receive the benefits, services, programs, and activities of the Department. It is the policy of the Department to provide such persons reasonable accommodations and reasonable modifications as are necessary to provide equal opportunity. Persons with disabilities who require an accommodation to participate in an examination must note this on their application. Further information is available from the Test Administration Unit of the Department of Civil Service. In the Albany area, call 518-457-2487. Outside of the Albany area, call toll free at 1-877-697-5627. For TDD services, call NY Relay at 711 (requires a fee) or 1-800-662-1220.

Admission to Examination

Notice to appear for the test may be conditional as review of applications may not be made until after the test. If you have not received your notice to appear for the written test three days before the date of the test, email us at AdmissionNotices@cs.ny.gov. Please provide your first and last name, address, and the last four digits of your social security number, and we will provide you with the information you need to attend your written test. If you have an issue other than not receiving your admission notice, please contact our office at (518) 474-6470 in the Albany area or toll free at 1-877-697-5627. Please leave a clear concise message and provide your first and last name, last four digits of your social security number and a daytime phone number.

Taking State and Local Examinations Scheduled for the Same Day

If you have applied to take a written test announced by either one or several local jurisdictions (county, town, city) scheduled to be held on the same test date as this written test, you must notify each of the local jurisdictions no later than two weeks before the test date to make arrangements for taking all tests at one test site. All tests will be held at the state examination center. For your convenience, contact information for all local civil service agencies is available on our website at: https://www.cs.ny.gov/jobseeker/local.cfm.

Cell Phones or Electronic/Communication Devices at the Test Site

Do not bring cell phones, beepers, headphones, or any electronic or other communication devices to the test site. The use of such devices at the test site in the test room, hallways, restrooms, building, grounds, or other areas could result in your disqualification.

S2/TC1 MLK-rkv
Issued: 02/28/2020

This announcement is subject to amendment or cancellation without notice. Do not copy it, or post it to any other site, but link to it instead.

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