CONSUMER AFFAIRS SPECIALIST

Job Specifications

COUNTY OF SANTA CRUZ

DEFINITION

Under direction, to receive and investigate consumer complaints, to develop and implement consumer education and information programs, to investigate, analyze and resolve consumer and other complaints and disputes, and to maintain liaison with agencies, departments and community groups; and to do other work as required.

DISTINGUISHING CHARACTERISTICS

Investigates consumer complaints, including those concerning product misrepresentation, false advertising, unethical business practices, unsatisfactory services, and alleged violations of consumer laws and regulations; analyzes complaints, interviews parties, gathers data, reviews warrants, contracts and other information and develops solutions; prepares case material and refers to supervisor for possible legal action, or refers to appropriate agency for consideration or action; attempts to resolve complaints and neighborhood disputes through mediation and/or arbitration; refers difficult or unusual cases to supervisor for advice and direction; works with other agencies to coordinate complaints and referral process; assists attorneys in preparation and presentation of cases, and serves as a witness; recruits, screens, participates in the training of and assigns volunteer arbitrators; serves as an arbitrator as needed. Develops and implements consumer education and information programs; prepares scripts, speeches, exhibits, programs, films, newsletters and consumer information bulletins; speaks before business and community groups and legislative bodies on legislation and consumerism in general; prepares press releases and articles; works with officials, volunteers and groups and promote, develop and implement consumer education programs and exhibits. Reviews regulations, legislation and court decisions for implications regarding consumerism and the adjustment of consumer complaints and neighborhood disputes; serves on state, federal and other committees to coordinate consumer activities and which may propose legislation to remedy identified consumer problem areas; maintains liaison with other departments and agencies, business groups and community organizations on activities and procedures related to consumerism; undertakes activities to encourage local businesses and industry to maintain high standards and fair business practices in the production, promotion and sales of consumer goods and services. Assigns, reviews, trains, and evaluates the work of volunteers and clerical staff. Prepares reports and correspondence. May prepare and administer unit budget and grants, and serve as staff to County committees and to community organizations.

EMPLOYMENT STANDARDS

Knowledge:

• General knowledge of sources of consumer information
• General knowledge of consumer problems and the need for consumer education.
• General knowledge of general business law, contracts, warranties and guarantees.
• General knowledge of public media.
• General knowledge of interviewing techniques.
• General knowledge of basic investigative techniques.
• Some knowledge of the principles of supervision and training.

Ability to:

• Evaluate, investigate and refer or resolve consumer complaints. Research, understand and explain provisions of laws and regulations. Prepares and implements consumer education and information programs. Gain support and cooperation of public officials, community groups, business groups, and governmental agencies.
• Speak effectively before groups.
• Prepares reports and correspondence.

Training and Experience:

• Two years of experience or training which demonstrates application or possession of the required knowledge and abilities.