California Public Utilities Commission
Consumer Services and Information Division
Public Advisor’s Office
505 Van Ness Ave
San Francisco, CA 94102
OR
320 West 4th Street, Ste. 500
Los Angeles, CA 90013
Interested applicants should submit an ONLINE JOB APPLICATION containing a résumé, along with a Statement of Qualifications (SOQ), which provides a statement in narrative format describing the applicant’s qualifications for the position.
Please also indicate if you are fluent in languages other than English. If you need assistance completing the application, you may ask the Human Resources staff at pucjobop@cpuc.ca.gov or call (855) 663-0222.
Questions regarding this position should be directed to Steven Klaiber at (916) 324-9010 or SK5@cpuc.ca.gov.
The Statement of Qualifications (SOQ) shall be in 12 pt., Times New Roman font and not to exceed two (2) typewritten pages. Beyond the page limit and font size stated above, the format and organization of the information presented in the SOQ is at the discretion of the candidate. The SOQ should include a detailed explanation relating to each of the Required Experience/Qualifications bullets below in order to allow a reviewer to easily discern the candidate’s knowledge, experience and abilities in that area. Each candidate’s SOQ will be rated on their written communication skills, as well as the content of the abilities and experiences presented using standardized rating criteria to select the most qualified candidate for the position. We may ask applicants with SOQ scores above a certain threshold to provide answers to a Supplemental questionnaire. In the event there is more than one highly qualified candidate, hiring interviews may be conducted.
Please observe the page limit. If a candidate’s SOQ exceeds the two-page limit, only the first two pages will be evaluated. Applicants who do not submit a completed SOQ with their application will not be given further consideration.
Please note that all information provided is subject to verification. For each of the topic areas discussed in the SOQ, please include the name(s) and phone number(s) of supervisor(s) and/or manager(s) who are knowledgeable about your work and may be contacted for verification.
Who May Apply:
Applicants eligible for lateral transfer (defined in SPB rules 430-433*), list appointment, voluntary demotion, reinstatement, or other State Civil Service eligibility under SPB rules will be considered. To become “list eligible” for consideration, interested candidates must successfully pass a civil service exam. To be eligible for list appointment, candidates must take the applicable exam and be listed in the first three ranks. Those employees presently on an SROA list or employed by a surplus department in a specific classification designated as surplus will be given primary consideration.
Candidates seeking to be list eligible may visit the link below and sign up for the Program Technician III exam.
http://jobs.ca.gov/JOBSGEN/2PB31.PDF
*Copies of SPB Rules 430-433 are available in the Human Resources Office.
DUTIES & RESPONSIBILITIES:
Under the general direction of the Public Advisor, the Program Technician III (PT III) exercises a high degree of independence and initiative in providing assistance to the public, Assistant Public Advisors, and management; must be well organized and self-disciplined with the ability to communicate clearly and concisely both verbally and in writing; must be a quick learner and demonstrate the ability to retain working knowledge during the training phase; demonstrate the ability to exercise initiative and the ability to independently problem solve with little supervision, and ability to “think ahead” in performing a variety of tasks.
The PT III handles contacts through phone, email, or letter by researching information (using CPUC’s website, databases and other sources), forwarding the matter to the appropriate individual, and preparing standard reply letters/emails for frequently asked consumer questions; compiles and reports statistics on public contacts (such as issues, number of contacts, positions expressed, etc.); tracks and provides reminders to management and staff of upcoming deadlines on time-sensitive matters, such as letters sent from Governor’s office, draft consumer notices sent for review, and contract documents; assists with finding and securing venues for CPUC public events, such as Commission voting meetings, public hearings and workshop, and staffing these public events which are held throughout California during all hours of the day (including late nights) and may require weekend travel; will be a member of a division-wide support team and serve as back-up to other support staff and handle other duties as assigned.
The PT III Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person, before groups, and over the telephone. Standing and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard and to operate standard office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers to open and close to retrieve and file information. Employees must possess ability to lift, carry, push, and pull materials and objects weighing up to 20 pounds; and must have a valid California driver’s license.
Employees will primarily work in an office environment with moderate noise levels, and controlled temperature conditions. Employees may likely interact with upset individuals either on the phone or in person at Commission public events.
REQUIRED/EXPERIENCE QUALIFICATIONS:
The candidate selected for the position must have demonstrated knowledge, skills, and ability in the following areas:
- Demonstrated ability to handle public contacts via telephone, email, or letters. Possessing strong customer service skills to deal with callers, who at times may be difficult.
- Ability to communicate clearly and concisely, verbally and in writing, employing excellent interpersonal listening skills, and work well with colleagues of all levels
- Demonstrated ability to research information using internet tools, and ability to identify appropriate sources of information (such as finding an appropriate individual to ask, a database, or other tools).
- Demonstrated ability to exercise initiative, ability to independently problem solve with little supervision, and to “think ahead” in performing a variety of tasks.
- Demonstrated ability to multi-task several projects simultaneously, and prioritize assignments to meet deadlines while working under time pressure.
- Demonstrated proficiency in Microsoft Outlook, Word, and Excel