Consumer Protection Program Specialist 4, Consumer Protection Division

Persons requiring reasonable accommodation in the application process or requiring information in an alternative format may contact the recruitment team at HREmployment@atg.wa.gov. Those with a hearing impairment in need of accommodation are encouraged to contact the Washington Relay Service at 1-800-676-3777 or www.washingtonrelay.com.

THIS POSITION IS OPEN TO CURRENT PERMANENT EMPLOYEES OF THE WASHINGTON STATE OFFICE OF THE ATTORNEY GENERAL ONLY.

Position and Salary

The Attorney General's Office is recruiting for a permanent full time Program Specialist 4 in the Consumer Protection Division, Consumer Services Unit. This position is located in Seattle, WA. This position is represented by the Washington Federation of State Employees (WFSE). This position requires proficiency in English and Spanish languages including speaking, reading, writing and translating Spanish to English and English to Spanish.

Program Specialist 4 Salary Range 56: $61,404 - $82,512 (Effective 7/1/2024)

The base pay offered will take into account internal equity and may vary depending on the preferred candidate's job-related knowledge, skills, and experience.

The following stipends may apply based on position requirements:

• Incumbents assigned to our Seattle office location receive an additional 5% King County Location Pay stipend.

• Incumbents assigned to a position designated as requiring dual language skills will receive a 5% Dual Language Requirement Pay stipend.

About the Consumer Protection Division:

The Consumer Protection Division enforces consumer protection laws to help keep the Washington marketplace free of unfair and deceptive practices. It provides information and education to businesses and to the public on consumer rights and issues, and sends out alerts and press releases regarding fraudulent or predatory activities targeting consumers. The Consumer Protection Division also administers the Washington State Lemon Law Program and the Manufactured Housing Dispute Resolution Program.

This Position is in the Consumer Services Unit, in the Consumer Protection Division. The (CSU) includes the Consumer Resource Center, Lemon Law Program, Manufactured Housing Dispute Resolution Program, Public Records and Constituent Services, and Outreach Services. The Programs provides services to the pubic including answer calls and written inquiries from the public, provide information on how to access Program services, provide resource and referral information, and process consumer complaints on a multitude of issues.

The CSU provides services that involve protecting some of Washington's most vulnerable communities in matters of eviction prevention, motor vehicle warranty issues, recovering funds for victims of consumer fraud, and assisting all consumers to access services provided by the unit including providing consumers with resources and referrals. The unit provides services in all languages with the assistance of a telephone vendor.

The Consumer Services Unit receives approximately 35,000 phone calls per year and processes approximately 25,000 complaints. Our team is extremely effective and, on average, our various program services return more than $10 million dollars each year to Washington consumers. In addition, services and information provided to consumers through program services help prevent and protect consumers from experiencing financial loss due to scams and unfair business practices.

Duties and Essential Functions of a Program Specialist 4 in the Consumer Services Unit:

This position works under administrative direction and reports to a Program Supervisor (Program Specialist 5). This position provides support to the Consumer Services Unit (CSU) in the Consumer Protection Division (CP). The incumbent is the CSU specialist who oversees and coordinates CSU accessibility/language access service delivery; and the CSU resource and referral directory and materials.

Duties include:

• Develops, implements, and coordinates CSU service delivery accessibility plan and supporting materials. Publishes, maintains, and updates, the plan. Coordinates and administers activities to ensure consistent information and services are aligned across all CSU Programs and accessibility information is incorporated into all relevant forms and materials available to the public regarding CSU services.

• Compiles and maintains a consolidated and comprehensive directory of resource and referral entities to support all Programs' services and the CSU mission of providing the best services, information, resources, and referrals to assist Washington citizens.

• Lead special projects. Ensure projects are staffed adequately and in coordination with the program supervisors.
  
  Ensure the project team provides accurate and timely deliverables to complete project on time and within scope. Provide regular project updates to supervisor and PS5 team. Make identified adjustments.

• Provides training on an ongoing and regular basis to ensure up to date information is communicated and available to all CSU staff. Participate in the new agent orientation and onboarding in assigned areas of specialty: Accessibility to CSU services, and Resource and Referral Entities

Ideal Candidate Profile

Qualifications:

Research suggests that women and people of color are less likely to apply unless they are confident they meet 100% of the listed qualifications. We strongly encourage all interested individuals to apply, and allow us to evaluate your combination of knowledge, skills, and abilities demonstrated using an intentional equity lens.

Option 1: A Bachelor's Degree or Associate's Degree plus three years of customer service experience including resolving customer complaints.

Option 2: A high school diploma or equivalent plus two year as a Program Specialist 2 in the Attorney General's Office, Consumer Protection Division Programs.

Option 3: A high school diploma or equivalent plus three years as a Program Specialist 3 in the Attorney General's Office, Consumer Protection Division Programs.

Position requires proficiency in English and Spanish languages including speaking, reading, writing, and translating Spanish to English and English to Spanish.

About the Washington State Office of the Attorney General

Join an agency whose work impacts the lives of every resident of Washington State.

The Attorney General's Office (AGO) touches the lives of every resident in this state.  We serve more than 230 state agencies, boards, commissions, colleges and universities, as well as the Legislature and the Governor.

 The Office is comprised of nearly 700 attorneys and 800 professional staff, all working together to deliver the highest quality professional legal services to Washington state officials, agencies, and entities.  This includes:

• Economic justice and consumer protections (safeguarding consumers, protecting youth, seniors, and other vulnerable populations)
• Social justice and civil rights (addressing discrimination, environmental protection, and veteran and military resources)
• Criminal justice and public safety (investigative and prosecutorial support, financial crimes)
• And much more!

Our agency also has national reach, representing the State of Washington before the Supreme Court, the Court of Appeals and trial courts in all cases that involve the state's interest.  If you want to make a difference, we may be the perfect fit for you!   Learn more about the AGO here.

Commitment to Diversity

Diversity is critical to the success of the mission of the AGO. This means recognizing, respecting, and appreciating all cultures and backgrounds-- and fostering the inclusion of differences between people.  Appreciating, valuing and implementing principles of diversity permits AGO employees to achieve their fullest potential in an inclusive, respectful environment.

One recent measure of the AGO's commitment to diversity can be found in its nomination for Rainbow Alliance and Inclusion Network's "Outstanding Agency Award" in 2019.  Our commitment to employee wellness is reflected in earning the 2021 Zo8 Washington Wellness Award.

Excellent benefits

Washington State offers one of the most competitive benefits packages in the nation, including Medical/Dental/Vision for employees & dependent(s); Vacation, Sick, and Other Leave; 11 Paid Holidays per year; Public Employees Retirement System (PERS) plans; and Life Insurance.  Beyond these traditional benefits, we offer Dependent Care Assistance, Flexible Spending Accounts, Public Service Loan Forgiveness, Tuition Waiver, Deferred Compensation, Employee Recognition Leave, and more.

With the goal of employee health and wellness, we also offer flexible schedules and telework options for most positions, a Wellness Program, the Employee Assistance Program, and numerous affinity groups to foster community and connection.

APPLICATION INSTRUCTIONS:

In addition to completing the online application, applicants must attach the following documents to their profile in order to be considered for this position:

• A letter of interest, describing your specific qualifications for the position;
• A current resume detailing experience and education.

READ THE FOLLOWING INFORMATION COMPLETELY:

• Carefully review your application for accuracy, spelling and grammar before submitting.

• You may not reapply to this posting for 30 days.

• The initial screening of applications will be solely based on the contents and completeness of the "work experience" and "education" sections of your application in www.careers.wa.gov, completeness of the application material submitted, and responses to the supplemental questionnaire.

• A resume will not substitute for completing the "work experience" section of the application.

• All information may be verified and documentation may be required.

Honoring diversity, equity and inclusion means that as an agency, and as individuals, we are committed to ensuring that all employees and volunteers enjoy a respectful, safe and supportive working environment. Only by fostering the inclusion of people from all backgrounds, cultures and attributes, can AGO employees and volunteers achieve their fullest potential and best advance the goals and mission of the AGO.

The AGO is an equal opportunity employer and does not discriminate on the basis of race, creed, color, national origin, sex, marital status, sexual orientation/gender identity, age, disability, honorably discharged veteran or military status, retaliation or the use of a trained dog guide or service animal by a person with a disability. Persons requiring reasonable accommodation in the application process or requiring information in an alternative format may contact the recruitment team at HREmployment@atg.wa.gov. Those with a hearing impairment in need of accommodation are encouraged to contact the Washington Relay Service at 1-800-676-3777 or www.washingtonrelay.com.

For questions regarding this recruitment or assistance with the application process, please contact Judith Vandergeest @ (360) 586-7691 or Judith.Vandergeest@atg.wa.gov.

If you are having technical difficulties creating, accessing or completing your application, please call NEOGOV toll-free at (855) 524-5627 or support@neogov.com.