PROGRAM MANAGER - CONSUMER ASSISTANCE/TELECOMMUNICATIONS_

PROGRAM MANAGER - CONSUMER ASSISTANCE/TELECOMMUNICATIONSPosting Begin Date: 2024/08/20Posting End Date: 2024/09/03Category: AdministrationSub Category: AdministrationWork Type: Full TimeLocation: Boise, ID, United StatesMinimum Salary: 34.25Maximum Salary: 36.54Pay Rate Type: HourlyDescriptionState of Idaho OpportunityPublic Utilities CommissionApplications will be accepted through 4:59 PM MST on the posting end date.State of Idaho Employees: When searching for a new career within the state, browse and apply through Luma Opportunities. Applying through the State External Career website will cause duplicate profiles and will slow the processing of your application for a new job. Internal candidates should always use Luma Opportunities.The Idaho Public Utilities Commission has an exciting new opportunity for a full-time Program Manager in Boise on the State of Idaho Chinden Campus, located at 11331 W. Chinden Blvd, Building 8.The Commission regulates investor-owned or privately-owned utilities that provide gas, water, electricity, or some telephone services for profit as well as overseeing the safe operation of intrastate pipelines and enforces state and federal regulations safeguarding the transportation of hazardous materials by rail.This position is eligible for the state benefits package, including:+ Excellent low-cost medical, dental, and vision insurance+ Generous vacation and sick leave accrual beginning as soon as you start+ Eligibility for the Public Service Loan Forgiveness Program (PSLF)+ Paid parental leave+ Eleven paid holidays a year+ Participation in one of the nation's best state retirement systems: PERSI+ Multiple retirement plans+ Life insurance+ Wellness programs; ongoing training opportunities; and moreSummary:The selected candidate will manage the Consumer Assistance and Telecommunication sections. The Consumer Assistance section acts as an intermediary between consumers and utilities by investigating and resolving consumer disputes. The Program Manager will lead the Consumer Assistance section in developing and advocating consumer service policies and procedures, presenting staff recommendations in formal cases before the Public Utilities Commission, providing information and technical assistance to consumers, commissioners, and staff.The Program Manager will also lead the Telecommunications section in resolving inquiries from telecom companies who conduct business in the state of Idaho and those that intend to conduct business in Idaho, assisting and advising the Commission on technical matters that include advanced services, 911, and other matters as requested. The Telecommunications section is also responsible for overseeing tariff and price list filings, area code oversight, Certificate of Public Convenience and Necessity ("CPCN"), Eligible Telecommunication Carrier ("ETC"), interconnection agreements, and working with the administrator(s) for the Idaho Telephone Service Assistance Program ("ITSAP"), Universal Service Fund ("USF") and Telecommunications Relay Services ("TRS").Example of Duties:+ Hire, develop, and evaluate performance of Utility Compliance Investigation staff+ Hire, develop, and evaluate performance of Telecommunication Analyst staff+ Assigns cases and investigations • Monitors and coordinates assignments with other sections+ Prepare and edit written documents to assure accuracy and clarity of Staff positions+ Advocate interests and concerns of utility customers+ Validate that utility companies follow statutes and Commission rules while assuring customers are treated fairly+ Track customer interaction and progress on customer complaints to maintain timely and accurate problem resolution+ Manage and provide leadership for the professional Utility Compliance Investigation staff • Manage and provide leadership for the professional Telecommunication Analyst staff+ Research and advocate action on electric, natural gas, telephone, and water consumer policy programs+ Implement programs mandated by statute or commission order+ Serve as a liaison between investigators, Telecommunication analyst(s), management, and other stakeholder groups+ Research and advocate action on Idaho’s electric, natural gas, telephone, and water regulatory Commission orders, rules and procedures, and utility laws+ Direct policy and enhance procedures for consumer dispute resolution+ Manage and implement programs mandated by statute or commission order+ Represent Commission Staff on various regulatory and advisory groups+ Provide leadership and direction on state and FCC telecommunication regulatory programs+ Perform related workMinimum Qualifications:Some knowledge of:+ Management practicesExperience:+ Managing a major program and supervising staff+ Managing and improving program development and performance+ Writing technical reports+ Conducting investigations+ Developing and presenting training programs+ Providing expert testimony before a Commission or in courtGood knowledge of:+ Consumer protections+ Project managementPreferred Qualifications:Experience:+ Interpreting state statues and agency rules+ Conducting research and interpreting statistical and narrative informationSome knowledge of:+ Utility regulatory requirements+ Utility rate making theory+ Telecommunication industry structure, operating characteristics, or engineering practices+ Public utilities law+ IPUC Rules of Practice and ProcedureEEO/ADA/Veteran:The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws.The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 334-2263 (TTY/TTD: 711), or email[email protected].Preference may be given to veterans who qualify under state and federal laws and regulations.