Community Outreach Specialist

Introduction The Office of the People's Counsel is an independent agency of the District of Columbia government, and by law, is the advocate for consumers of utility services in the District. The Office is a statutory party in all utility‑related proceedings before the Public Service Commission. The Office represents the interests of District ratepayers before federal regulatory agencies and is authorized to investigate the operation and valuation of utility companies, independent of any pending proceeding. The mission of the Office of the People's Counsel ("OPC" or "Office") is to advocate for the provision of safe and reliable quality utility service and equitable treatment at rates that are just, reasonable, and nondiscriminatory; assist individual consumers in disputes with utility providers; provide technical assistance, education and outreach to consumers and ratepayers, community groups, associations and the Consumer Utility Board; and provide legislative analysis and information to the Council of the District of Columbia on matters relating to utilities. In defining its positions, the Office is further required to consider “the public safety, the economy of the District of Columbia, the conservation of natural resources, and the preservation of environmental quality, including effects on global climate change and the District’s public climate commitments.” Duties and Responsibilities The incumbent serves as a Community Outreach Specialist in the Office of the People’s Counsel. The incumbent coordinates and provides outreach and educational programs to the residents of the District of Columbia and DC Water. The primary purpose of this position is to investigate and resolve consumer complaints regarding DC water issues and concerns. The incumbent reports to the Manager of the Consumer Services Water Division. Manages the tasks associated with developing and implementing a plan for identifying and involving Advisory Neighborhood Councils (ANCs), civic associations, DC Public Schools, churches, public housing residents, and other community groups in the agency’s outreach communications activities. Schedules outreach activities and education programs. Ensures the development of materials, including but not limited to brochures, pamphlets, and presentations regarding the agency’s functions and responses to public issues, are prepared and available for all agency outreaches. Involves others from the agency as participants in a variety of informational sessions, conferences, etc., and to implement new program initiatives, as appropriate. Represents the agency and makes presentations to various groups and the general public and participates in community relations efforts to public/private civic groups and organizations for the purpose of conveying agency information to community groups and to involve the public in agency activities. Furnishes information and responds to requests for data, reports, and additional personal appearances. Provides consumer education, outreach, and technical assistance to District consumers so that they can understand their rights as ratepayers and make informed decisions about their water services. Provides information to support evaluations of organizational outreach to increase awareness of the People’s Counsel’s mission and services. Provides updates, metrics, and information to support awareness of executives of outreach activities. Coordinates and participates in several community outreach activities, including, but not limited to, community meetings, workshops, activities, etc. Coordinates the outreach schedules to establish relationships with other DC agencies and community-based organizations. Provides cost estimates for budget preparation for outreach programs, as well as estimates budgetary expenditures and other resources required for outreach events. Serves as a technical resource to groups, organizations, and other agencies for planning and scheduling agency activities; acts as a liaison between the agency, other government entities, and/or the community. Participates in the development of Public Service Announcements and reviews agency‑related information for its sensitivity to cultural, social, and political aspects unique to the specified target populations. Responsible for managing and resolving consumer cases in a professional, efficient, and customer‑focused manner. The specialist takes ownership of assigned cases on a daily basis, ensuring that each case is properly reviewed, investigated, and addressed from initiation through resolution. Key Responsibilities Include Receiving, opening, tracking, and managing assigned consumer cases. Serving as an advocate for residents by providing timely assistance, accurate information, and effective problem resolution. Coordinating with internal departments and external stakeholders, such as DC Water, to investigate issues and facilitate case resolution. Maintaining consistent communication with residents throughout the case management process to ensure transparency and customer satisfaction. Documenting case activities, updates, and outcomes accurately within agency systems. Closing cases efficiently while ensuring all concerns have been fully addressed and resolved. Supporting community outreach initiatives and educating residents about available programs, services, and resources. Meeting or exceeding established Key Performance Indicators (KPIs), including case management, response times, and case closure goals established by the agency for each fiscal year. Performs other related duties as assigned. Qualifications and Education Applicant must possess one (1) year of specialized experience equivalent to CS‑9 grade level of the District of Columbia government service or its non‑District equivalent that demonstrates knowledge, ability and a proven track record with progressively responsible experience in a professional environment. Specialized experience related to consumer outreach, community planning or any other associated fields. License and Certification n/a Working Conditions / Environment Work is primarily performed in an office setting. Promotion Potential none Other Significant Facts The incumbents of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC personnel regulations, Suitability. This position is not in a collective bargaining unit. EEO Statement The District of Columbia Government does not discriminate or retaliate in employment on the basis of race, color, religion, sex, pregnancy, gender identity and expression, national origin, family responsibilities, political affiliation, sexual orientation, marital status, homeless status, disability, genetic information, age, membership in an employee organization, participation in a legally protected activity, parental status, matriculation, personal appearance, credit information, status as a victim or family member of a victim of domestic violence, sexual offense, or stalking, military service, or other non‑merit factor. #J-18808-Ljbffr