About NAAG

DC Department of Consumer and Regulatory Affairs

Office of the Deputy Director for Licensing and Permitting
Office of the Deputy Director for Communications and Customer Service
Washington, DC

Candidates must express interest by sending their resume to http://www.dcrarhr@dc.gov. This is not applying for the position. When the position has been officially posted, we will request that the qualified candidate complete a DC2000.

MISSION STATEMENT

The purpose of the Consumer Protection Unit is to educate and provide factual information in support of all consumer activities under jurisdiction of the Deputy Director for Licensing and the Permitting and the Deputy Director for Communications and Customer Service. The work product affects the reliability of the Department of Consumer and Regulatory Affairs and a wide range of business and professional persons. This office is responsible for coordination of all functions relative to administering the Consumer Protection Procedures Act (CPPA). This includes providing advice and counsel to the Deputy Director for Communications and Customer Service on all matters related to the development of consumer education and public information materials; providing advice and counsel to the Office of Investigation, Weights, and Measures on matters related to investigation of consumer complaints; providing recommendations to revoke or suspend business licensure and permits for businesses in violation of the CPPA to the Deputy Director for Licensing and Permitting; and coordination with the agency's General Counsel and the Office of the Attorney General for major suits on behalf on consumers. In summary, the Office of Consumer Protection serves as an advocate for consumer rights and protections.

FUNCTION STATEMENTS

Program Manager

The incumbent is relied upon to supervise the Consumer Protection program staff in their overall effort to educate, protect, and support District of Columbia consumers seeking information regarding consumer protection matters or who have mediation-eligible complaints. Serve as subject matter expert and technical advisor on matters pertaining to consumer protection services, regulations, and government sponsored activities. Engage in and supervise the mediation of consumer complaints, issues, and/or concerns. Reinforce the administration's efforts toward conducting educational seminars to inform consumers of the Consumer Protection Procedures Act (CPPA); the District-wide consumer protection communication standards; and the standards and guidelines associated with the District's Consumer Protection Program's processes and procedures. Identify key relationships between District law enforcement and judicial functions regarding consumer protection work processes between the programs. Establish memoranda of agreement to ensure conformity with consumer education activities. Clarify the roles and responsibilities of relevant District Government agencies to ensure that consumers clearly understand the consumer protection programs and services available and how to access them. Analyze consumer complaints to establish long-term process/procedural solutions. Develop and train staff on customer service and consumer protection standards required to establish high quality level of service.

Attorney

Incumbent reports to the Deputy Director of Licensing and Permitting. This position provides leadership and legal guidance within the Office of Consumer Protection. Incumbent acts as legal counsel to the Office of Consumer Protection, Licensing and Permitting Division, and is responsible for advising on questions of law or administrative policy involved in the operations of the Office of Consumer Protection. Incumbent acts as principal attorney in charge of recommending the policies and developing the procedures and regulations implementing new or amended legislation for the division. Incumbent acts as principal drafter and interpreter of laws and regulations affecting Department authorities and operations. Incumbent is also responsible for developing the material that, in effect, becomes the division's justification for the adoption of regulations, policies and procedures in its operations in the Office of Consumer Protection. Prepares memoranda or reports outlining the facts and legal issues, analyzing the factual and legal issues involved, explaining the application of legal principles and precedents, and justifying recommendations or conclusions. Conducts research of laws, legal opinions, policies, regulations, legal texts and precedent cases bearing on the legal issues involved in the problem, proposal or case. Prepares recommended interpretation outlining the facts and the applicable law.

Investigators 1 and 2

Incumbents investigate consumer complaints and allegations of unfair trade practices, unethical and/or unprofessional business practices and unlicensed business activities. Nature of work ranges in complexity from simple (straight forward) investigations to those of a highly complex and/or time consuming nature. The categories of investigation pertain to business, health, occupational and professional licensure, corporation, and consumer protection statutes. The Consumer Protection Investigators support efforts to educate, service, and support District of Columbia consumers who are seeking information regarding consumer protection matters and/or who have been found to have a complaint that is eligible for mediation. The incumbents conduct investigations of allegations and/or incidents of violations of the Consumer Protection Procedures Act (CPPA) and other consumer protection statues. The incumbent is responsible for analyzing complaints and correspondence from business and consumers to determine the most effective manner for developing and carrying out an investigation.

Consumer Protection Education & Outreach Specialist

Conducts research and fact-finding investigations and prepares comprehensive reports on studies and other special assignments. Performs background studies and prepares reports and briefs for supervisor. Develops and assists in developing new or revised policies and procedures, systems, and controls to achieve economic and more effective office operations. Acts as liaison between supervisor and subordinate employees and operational entities, relays supervisor's views, opinions and other special instruction or requirements; coordinates work assignments and/or efforts to ensure timeliness, thoroughness and compliance to deadlines, regulations or reporting requirements. Develops and/or assist in developing new or revised policies and procedures, systems and controls to achieve economic and more effective office operations. Undertakes special projects or the monitoring of specific operating areas as the supervisor determines necessary to effectively carry out the mission of the Department and Consumer Protection Unit.

Consumer Protection Program Specialist

Performs special assignments for the Program Manager to coordinate and resolve general management and administrative matters and other appropriate issues and projects related to the functional responsibilities of the office and unit. Plans, organizes, develops new procedures, and forms reports and reporting procedures required to improve the operational efficiency and cost effectiveness of the overall program. Handles complaints and problems of a complex nature that are referred, or as directed by the Program Manager. Exercises judgment and discretion in determining whether to personally handle the situation for which no clearly defined authority or precedent exists, or to refer such matters to the supervisor. Identifies the need for, and conducts analytical studies on examination of management's needs.

Public Affairs Specialist

The incumbent has primary responsibility for communicating, collecting, assembling, preparing and disseminating information to the staff and general public on issues and/or decisions as they relate to the Department of Consumer and Regulatory Affairs. This position is designed to plan, design, and execute an effective program to inform the general and specialized public regarding DCRA's programs, activities, and services. Plans, directs, and executes campaigns to convey information concerning programs, responsibilities and activities of the department. Establishes and maintains effective working relationships with members of the news media, groups interested in the department's programs and inter/intra governmental agency managers. Incumbent is responsible for public affairs surveys and research to ascertain the effectiveness of DCRA programs and to obtain feedback from the public and District community for consideration in future DCRA programs, policies, and practices.

Program Support Specialist

The incumbent will support both the Consumer Protection and Consumer Education Programs in the effort to educate, service, and support District of Columbia consumers who are seeking information regarding consumer protection matters and/or who have been found to have a complaint that is eligible for mediation. Serve as Consumer Protection Program Assistant to receive consumer complaints and/or inquiries via telephone, mail, email, and/or fax. Promote superior customer service to the public as a culture within the organization. Provide program, i.e., scheduling, filing, and data entry support to the Consumer Protection Education Specialist. Provide informal mediation toward resolution of consumer complaint(s). Use resource materials and pamphlets to respond and provide relevant background information to consumer inquires. Communicate the roles and responsibilities of DCRA, the Office of the Attorney General (OAG), and the Superior Court to assure that consumers clearly understand the consumer protection services available and how to access them. Record data as required to keep accurate records of telephone inquiries. Prepare correspondence and generate management information reports.

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