Utility Consumer Program Specialist 4

As a Utility Consumer Assistance Specialist 4 , you would manage 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 and 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. You would also supervise lower-level Utility Consumer Assistance Specialists.

As a Utility Consumer Assistance Specialist 5 , you would report to the Chief of Utility Consumer Programs, the Chief of Utility Programs, or directly to the Director of the Office of Consumer Services; develop policies and programs which relate to the mediation and resolution of complaints and the enforcement of laws, rules, and regulations involving regulated and competitive energy, telecommunications, cable television and water service; and direct the overall operations of information systems. You would also manage lower-level Utility Consumer Assistance Specialists; and direct and coordinate the activities of several program areas in both the upstate and downstate offices.

As a Utility Consumer Program Specialist 4 , you would lead the coordination of enforcement actions and certification processes; establish reporting and data management mechanisms; oversee implementation of Department policies; facilitate and adjudicate complex dispute resolution; develop economic initiatives; lead advocacy and communications initiatives; and supervise contracts and programs to increase end user awareness and understanding of telecommunications, water, utility or competitive energy markets. You would also supervise lower-level Utility Consumer Program Specialists.

As a Utility Consumer Program Specialist 5 , you would report to a Chief, Deputy Director, or Director Public Service Programs; take a lead role in developing, advocating, and implementing policies, programs, contracts, economic development activities, and enforcement proceedings which relate to the offering and provision of water, telecommunications, and energy services; interface with State and local government agencies, not-for-profit organizations, industrial, small commercial, and residential end users and regulated and competitive service providers on matters of public policy, service reliability, and safety; and manage a program area comprised of lower-level Utility Consumer Program Specialists.

Open to employees of: Public Service, Department of

On or before January 9, 2027, you must be a qualified employee of the New York State Department of Public Service and have had three months of permanent competitive, non-competitive NY HELPS*, or 55-b/55-c service as shown below. If you have received a permanent appointment to a qualifying title listed and served provisionally** in that title immediately preceding your permanent appointment, such provisional service may be counted towards meeting the time in title required for this examination.

For Exam No. 31-666020:

Either A. Utility Consumer Assistance Specialist 3;

Or B. Utility Consumer Program Specialist 3 or Utility Consumer Program Specialist 3 (Spanish Language).

For Exam No. 31-667020:

Either A. Utility Consumer Assistance Specialist 4;

Or B. Utility Consumer Program Specialist 4.

For Exam No. 31-668020:

Either A. Utility Consumer Program Specialist 3 or Utility Consumer Program Specialist 3 (Spanish Language);

Or B. Utility Consumer Assistance Specialist 3.

For Exam No. 31-669020:

Either A. Utility Consumer Program Specialist 4;

Or B. Utility Consumer Assistance Specialist 4.

Only the title or titles listed are qualifying.

If you were permanently appointed to a qualifying title on or before October 9, 2026, and have served continuously in this title since that date, you are eligible to file for this examination.

*If you were permanently appointed via the New York Hiring for Emergency Limited Placement Statewide (NY HELPS) program to a qualifying title in the non-competitive class on or before October 9, 2026, and have served continuously in this title since that date, you may apply for this examination.

**If you were permanently appointed to a qualifying title and had provisional service in the same title immediately preceding the permanent appointment, such provisional service may be counted towards meeting the time in title required to apply for this examination. Your provisional appointment must have been on or before October 9, 2026, to qualify for this examination.

Qualifying Experience For Appointment From The Eligible List: After one year of service described in the Minimum Qualifications, successful candidates will be qualified for appointment from the eligible list.

Employees appointed via the NY HELPS program to a qualifying title in the non-competitive class will have their names restricted from appointment from the eligible list until their position is covered-in to the competitive class by action of the New York State Civil Service Commission or otherwise obtain permanent competitive status in the position.

If you have received a permanent appointment to a qualifying title listed and served provisionally in that title immediately preceding your permanent appointment, such provisional service may be counted towards meeting the time in title required for appointment from the eligible list.

Eligibles who meet the “B” qualifications, and who are subsequently appointed to an “A” title, may request to have their name added to the “A” list, once they have completed the time in title year(s) of service in the “A” title. The request should be submitted in writing to the NYS Department of Civil Service, Albany, New York 12239; Attention: S2/MXT or email: NYSStaffingS2b@cs.ny.gov .

Order of Certification: The order of certification of this eligible list will be:

1. "A" eligibles 2. "All" eligibles

The Positions: These positions exist in the New York State Department of Public Service and are located upstate and downstate.

To be considered for appointment to this title, you must pass the multiple-choice test . The multiple-choice test evaluates your knowledge, skills, and/or abilities in the following areas: For Examination Nos.

31-666020 31-667020 31-668020 31-669020

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. X X X X

2. 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. X X X X

3. 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. X X X X

4. 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 their 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. X X X X

5. Understanding and applying administrative principles - These questions test for knowledge of how to effectively manage and direct an organization or an organizational segment. These questions cover such areas as developing objectives, formulating policies, making decisions, forecasting and planning, developing personnel, organizing and coordinating work, communicating information, providing leadership, and delegating authority and responsibility. X X

Test Guide & Sample Test Material: A General Guide to Multiple-Choice Tests is available at http://www.cs.ny.gov/testing/testguides.cfm . If Sample Test Material is available for a subject area described above, it can be found at http://www.cs.ny.gov/testing/sampletestmat.cfm .

If you pass, your seniority credit(s), if any, will be included in the computation of your final score. Your final score on the eligible list will be determined after adding any Veterans' credits.

Credit For Seniority: Seniority is credited at the rate of one credit for each five-year period (or fraction thereof), excluding the first year of service.

Admission To The Test: If approved for a multiple-choice test, you will receive an admission notice which will indicate your assigned test date and the way your test will be administered. Your test may be administered with paper and pencil or online at a state test site. You cannot request to change your scheduled day or request a specific type of test administration.

Applicants are required to have a Personal NY.gov account and keep their ema

These positions exist in the New York State Department of Public Service and are located upstate and downstate.