U.S. nationals: Associate Director, Consumer and Water
General Job Information
The Office of the People's Counsel is an independent agency of the District of Columbia government. By law, it is the advocate for consumers of natural gas, electric and telephone services in the District. District of Columbia law designates the Office as a party to all utility-related proceedings before the Public Service Commission. The Office also represents the interests of District ratepayers before federal regulatory agencies. The Office is authorized to investigate the operation and valuation of utility companies independent of any pending proceeding.
The Office's mandate is to advocate the provision of quality utility service and equitable treatment at rates that are just, reasonable, and non-discriminatory; to assist individual consumers in disputes with utility companies about billing or services; and to provide technical assistance and consumer education to lay advocates and community groups. In addition, in defining its positions while advocating on matters pertaining to the operation of public utility or energy companies, the Office shall consider the public safety, the economy of the District of Columbia, the conservation of natural resources, and the preservation of the environmental quality.
On December 18, 2018, the DC Council enacted the DC Water Consumer Protection Amendment Act of 2018, which expanded the Office of the People’s Counsel’s area of advocacy. On April 11, 2019, OPC was authorized to provide direct assistance to DC Water ratepayers regarding their water service issues. The DC Water Consumer Protection Amendment empowers the OPC’s Water Services Division with authority to independently initiate investigations of a DC water consumer’s complaint.
DUTIES AND RESPONSIBILITIES
The incumbent serves as the Associate Director in the Office of the Peoples’ Counsel with responsibility for the executive oversight and direction of the Consumer Services and the Water Services Divisions. The incumbent’s executive direction enables both divisions to provide strategic education and outreach for water and consumer services in alignment with the OPC mission, goals and objectives; and ensures that OPC staff members represent individual consumers in complaint matters in accordance with applicable statutory authority.
The Associate Director provides executive oversight and management of OPC's water and consumer services and management support activities, including OPC's strategic planning process. Ensures plans are consistent with the mission, mandates, goals, objectives and policies of the OPC. Works collaboratively with the Chief of Staff, Deputy People’s Counsel, and the OPC program directors in support of overall OPC goals and objectives. Serves as the primary liaison with the District of Columbia Government stakeholders on consumer and water service issues. Plans and directs DC government-wide consumer and water services outreach programs for managing and improving the delivery of advocacy services including future projections of outreach initiatives, organizational modifications, resources utilization, customer service, and consumer and water service networks.
Provides leadership, direction and management over consumer and water services divisions’ employee development and training activities. Ensures accomplishment of the planning, implementation and oversight of training and development programs required to develop and maintain a workforce that is technically proficient and cognizant of OPC's mission, vision and core values.
Guides the planning, implementation, and management of effective water and consumer services in support of OPC's strategic and operational goals and objectives. Promotes the effective utilization of outreach strategies and advocacy service delivery approaches; ensures improved availability of water and consumer by creating or enhancing systems development process and increased access to water and consumer services operational data; and directs and oversees implementation of strategies to meet emerging data requirements.
Ensures the development and maintenance of an efficient system of internal and external program integrity, including management of water and consumer complaints and the resulting actions. Ensures appropriate coordination of program integrity issues with the Chief of Staff, Deputy People’s Counsel and other key stakeholders internal and external to the OPC.
Provides executive leadership for human capital matters (such as, recruitment, placement, succession planning, position management, classification, and employee and labor relations) to the Water and Consumer Services Division Directors. Assures policies and plans exist that are adequate to recruit, retain, and advance employees. The incumbent ensures successful execution and maximum use of human capital management principles and resources are carried out, within the water and consumer services divisions and makes recommendations or assists with processes used for other organizational components throughout OPC reflecting sound organizational structure and effective position management principles. Maintains an efficient and cooperative workforce through effective human resources management practices that foster an environment supportive of OPC’s mission.
Provides executive level guidance for development of policies and procedures for Water and Consumer Services’ administrative activities in the areas of receipt/dispatch of mail; emergency preparedness; environmental and materiel management; custody and management of water and consumer services complaints; acquisition of regulatory services’ records needed to investigate claims.
Serves as a key member of OPC’s leadership team; and represents the People’s Counsel or the Chief of Staff, in their absence, of meetings comprised of District of Columbia Government senior –level officials. The incumbent is accountable to the Chief of Staff for maintaining a discrimination-free workplace; changing workplace culture; ensuring timely and appropriate employee and supervisory training on cultural diversity; establishing an effective alternative dispute resolution program and demonstrating the highest level of leadership and integrity.
Supervisory and management experience required.
Individual must possess a minimum of one (1) year of specialized experience equivalent to the CS 14 grade level. Specialized experience is experience which is directly related to the position and has equipped the individual with the knowledge, skills, and abilities to successfully perform the duties of the position including, management, supervisory, executive advisor, senior leadership, marketing and promotions, analytics, strategic, operational, budget and financial management, project management; or similar work.
Graduation from an accredited four-year college or university in business and public administration or a related field, plus a minimum of six (6) to eight (8) years of work-related skills, knowledge or experience within functional areas, such as, leadership and management.
An equivalent combination of education, training and/or experience to perform the work of the position.
LICENSE AND CERTIFICATION
Work is performed in a typical office environment. The work requires interaction with numerous individuals by face-to-face and telephone but is mostly sedentary.
If the position you are applying for is in the Career, Management Supervisory, or Educational Service at an annual salary of one hundred fifty thousand dollars ($150,000) or more, you must establish residency in the District of Columbia within one hundred eighty (180) days of the effective date of the appointment and continue to maintain residency within the District of Columbia throughout the duration of the appointment.
The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap, or political affiliation.
OTHER SIGNIFICANT FACTS
The incumbents of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC personnel regulations, Suitability.