Job Description

Job Description and Duties

Individuals interested in applying for this vacancy must have eligibility.  If you are new to state service or need to gain eligibility to this classification, please  Click here to open the examination bulletin and follow the instructions on “How to apply”.   

The examination is a separate process from applying for this vacancy.  Please be sure to follow all instructions for each process.

Virtual interviews via web portals or phone may be offered as deemed appropriate and feasible by the hiring manager – standard in-person interviews will still be offered if conditions permit. 

Under the general direction of the Staff Services Manager II of the Consumer Affairs Branch (CAB), the Staff Services Manager I (SSM I) is responsible for planning, organizing, managing, and directing the activities of the written contacts unit team members within the operations teams. The SSM I will direct and supervise the activities of Staff Services Analysts and Associate Governmental Program Analysts. CAB’s primary responsibilities are to assist consumers in resolving informal complaints with a utility in accordance with the utility’s rules and the Commission’s policies and to answer consumers’ questions regarding utility service and billing. The incumbent will lead/direct/manage a team will be responsible for collecting both qualitative and quantitative data from customers and utilities to help resolve customer complaints against CPUC regulated utilities. This position will focus on managing the workflow, contribute to and participate in creating new processes and implementing novel protocols of a team that will be required to conduct in depth analysis and research into customers complaints, coordination with utilities and other CPUC Divisions in addition to analysis and implementation of CPUC Codes, policies, and procedures to relevant customer complaints. The SSM I will assist the SSM II in identifying emerging consumer issues and recommend policies or changes to existing regulations and update or create procedures affecting consumers and customer programs. The SSM I will also assist the SSM II in communication and information exchange with utility executive offices regarding consumer issues.

You will find additional information about the job in the .

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

Additional Documents

Special Requirements

Prepare and submit a response for each question below. The SOQ should provide specific details and examples that clearly demonstrate how your training, experience, and education qualifies you for the position. Refer to the job description and duties, and duty statement to prepare your response. Applicants who do not submit a completed SOQ and writing that exceeds the page limit will not be considered or scored. All information in the SOQ is subject to verification. The SOQ must be no smaller than 11-point Arial font, single-spaced, and no more than two pages.

Please write your SOQ to address the following three questions:

1. Describe your experience presenting policy recommendations using data you developed or analyzed, research you conducted, and software or other tools you used to develop the recommendations.
2. Describe your experience producing written work products including items such as: technical reports, testimony, presentations, and comments on regulatory issues that clearly demonstrate your ability to communicate complex and controversial issues to decision makers.
3. Describe your experience developing and maintaining positive working relationships with individual team members, management and colleagues, as well as coordinating effectively with staff in other divisions or sections to complete work products.

For helpful guidance on writing an effective SOQ, please see the  Work4CA guide.

It is strongly encouraged to apply through your CalCareer Account at 

Electronic applications submitted through your CalCareer Account are highly recommended and will be received/processed faster than other methods of filing.

If you are using education to meet the minimum qualifications for this position,  you must submit a copy of your transcript or diploma . An official transcript will be required prior to appointment. 

Applicants who completed their education outside the United States (with foreign degrees/transcripts) must obtain and submit verification of United States course/degree equivalency by the application deadline.
Foreign education credential evaluation services can be found at 

Employment information on the STD 678 state application MUST be complete with dates, duties and responsibilities, and contact names and phone numbers of supervisors.  Resumes, or referring to resumes, will not be accepted in place of the completed STD 678.  Applicants who fail to submit a completed STD 678 will not be considered. 

Only the most qualified candidates will be invited to an interview.

Per CCR 249.3, this job control may be used to fill subsequent vacancies.

Application Instructions

Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.

Final Filing Date: 9/5/2025

Who May Apply

Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply.

Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).

How To Apply

Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:

Address for Mailing Application Packages

You may submit your application and any applicable or required documents to:

Public Utilities Commission

N/A

Attn: Human Resources Division

505 Van Ness Ave, Room 3008

San Francisco , CA 94102

Address for Drop-Off Application Packages

You may drop off your application and any applicable or required documents at:

Public Utilities Commission

N/A

Human Resources Division

505 Van Ness Ave, Room 3008

San Francisco , CA 94102

Monday to Friday Except Holidays.

08:00 AM - 05:00 PM

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is required and must be included.
• Statement of Qualifications - A Statement of Qualifications (SOQ) is required. Please see “Special Requirements” for instructions.

Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.

Benefits

Contact Information

The Hiring Unit Contact is available to answer questions regarding the position or application process.

Department Website:

Hiring Unit Contact:
Inetha Mallard
(916) 649-7570
inetha.mallard@cpuc.ca.gov

Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.

EEO Contact:
Reasonable Accommodation Coordinator
(916) 894-5799
ReasonableAccommodation@cpuc.ca.gov

California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.

Job Tags

Permanent employment, Full time, Work at office, Monday to Friday,

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