Administrative Specialist II; Lead Investigator II

Introduction

The Maryland Public Service Commission (Commission) is seeking an Administrative Specialist II to work in the Compliance & Enforcement unit or the Dispute Resolution Unit within the Consumer Affairs Division (CAD). The Commission regulates Maryland utilities, including gas, electric, and telephone carriers, as well as for-profit water and sewage disposal companies. The Commission also has the authority to license gas and electric suppliers, adopt complaint procedures, and establish consumer protection standards regarding supplier services.

CAD is the Commission's Dispute Resolution Office that answers utility customer questions and investigates utility service complaints. CAD is responsible for the enforcement of the Commission's statutes, regulations, and orders governing regulated entities. We seek qualified candidates skilled in administrative investigation, report writing, and applying the law to a set of facts in order to make an independent decision. The ideal candidate has skill in rapidly acquiring proven understanding of complex matters.

Our Work Environment:

Downtown Baltimore/Inner Harbor area.

Transit-friendly location near the Metro (Charles Center), Light Rail (Baltimore Arena), and numerous bus stops.

Smart casual dress code.

Collaborative team environment.

STD
0011

6 St. Paul St.
Baltimore, MD 21202

The Administrative Specialist II/Lead Investigator II will conduct evidentiary analysis of individual complaint cases and draft an initial written decision letter, citing compliance with or violation of applicable laws and regulations.

Works with Intake Specialists to investigate complaints received from citizens against regulated companies. Evaluates and relates facts to compliance requirements, citing applicable laws, regulations, Commission Orders, and tariffs. Drafts written first-level adjudication of regulatory violations after considering investigation results
Communicates effectively and professionally with citizens, regulated companies, co-workers, and others both verbally and in writing. Includes the ability to explain the basis of determinations made. Receives, comprehends, and responds promptly and appropriately to verbal and written communications.
Consistently utilizes CAD’s database to promote data-driven decisions and to ensure that complaint case files are complete. Performs weekly or biweekly self-audits of assigned complaint cases to ensure timely resolution.
Remains knowledgeable on and seeks professional development in a wide range of evolving Maryland law, regulation, tariffs, Commission Orders, and current events.
Timely drafting and proofreading of reports, letters, emails, and other materials related to utility consumer affairs, compliance, and education/training. Assists in preparation of records in the event of Public Information Act requests and similar.
Maintains confidentiality and clear, comprehensive records of investigations. Maintains a positive, professional relationship with representatives of regulated utilities, the Commission, elected officials, agencies, and other stakeholders.

• Education:
  
  Graduation from an accredited high school or possession of a high school equivalency certificate.
• Experience:
  
  One year of experience performing administrative staff, clerical, clerical technical, or secretarial work.
• Notes:
  1. Candidates may substitute 30 credit hours from an accredited college or university for the required experience.
  2. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer involving staff work requiring regular use of independent judgment and analysis in applying and interpreting rules and regulations in…