Public Information Specialist

For over 25 years, National Experienced Workforce Solutions (NEW Solutions) has specialized in connecting experienced workers (ages 55+) with full-time and part-time job opportunities that support the critical missions of Federal Agencies across the United States.

NEW Solutions connects experienced workers (ages 55+) with the Environmental Protection Agency (EPA). These experienced professionals provide administrative, scientific, and technical support to the Environmental Protection Agency through the Senior Environmental Employment (SEE) Program.

Benefits: Paid Health Insurance Premium for positions budgeted at 60+ hours per pay period, Accrued Vacation and Sick Leave, Paid Federal Holidays, and optional Vision and Dental Insurance available for positions budgeted at 35+ hours per pay period.

Positions listed here do not guarantee employment for any definite period. Enrollment in the Experienced Worker Programs administered by NEW Solutions is temporary. The enrollment relationship between NEW Solutions and the Enrollee is an “at-will” relationship. This means that an Enrollee is free to terminate enrollment at any time during the enrollment period, and NEW Solutions and the Agency have the right to terminate the relationship with the Enrollee.

PLEASE NOTE: An “Enrollee” is not a federal employee, nor an employee of NEW Solutions. An “Enrollee” is a participant in a grant program established through a Cooperative Agreement funded by the agency and administered by NEW Solutions.

This opportunity applies to applicants legally eligible to work in the United States.

The work will be performed onsite at the Region 3 - Four Penn Center. Applicants must live in the commutable distance to Philadelphia, PA

Duties:

Assists in the management and daily operations of the Regional Public Information and Call Center. Responds to a high volume of inquiries made by citizens and businesses via telephone, email, and Contact Us forms. Utilizes knowledge and published materials of regional structure and policies in responding to the public’s requests about EPA’s role in state and local government environmental issues. In addition, leads and supports research, assessment, strategy development, and evaluation efforts to strengthen public communications and stakeholder interactions.

• Coordinate and support daily operations of the Regional Public Information Center to ensure timely, accurate, and consistent service. Respond to and resolve a high volume of public inquiries via phone, email, and web; triage and escalate complex issues as needed. Maintain and use knowledge bases, online search engines, published materials, and regional policies to address questions regarding EPA programs and the agency’s role in state and local environmental issues. Create or maintain standard operating procedures (SOPs), scripts, and knowledge-base content. Use Quill database. 75%
• Assess public information needs, reoccurring concerns, and communication channel effectiveness using both qualitative and quantitative methods. Conduct analyses of call center data, inquiry trends, and outreach metrics to identify gaps and opportunities for improvement. Prepare reports, dashboards, or briefings that present findings, trends, and recommendations. 10%
• Collaborate with regional program offices, headquarters, and state/local partners to align messaging and address public information needs. Monitor public feedback, update resources, and implement continuous improvement practices in alignment with agency policies and regional needs. Initiate proactive communication on priority issues, program updates, or incident response as appropriate. 5%
• Respond to queries, data calls, and analytical requests from management, program offices, and leadership related to public communications needs, performance, and interactions. 5%
• Advise leadership on public communications messaging approaches based on evidence in PIC practices. Recommend process improvements, knowledge-base updates, and workflow enhancements to improve responsiveness and customer experience. Propose targeted outreach initiatives, content enhancements, and tools (e.g., FAQs, scripts, digital resources) to address recurring information needs. 5%

Qualifications:

Minimum of 5 year(s) of experience in Customer service, education, government affairs, communication, and/or community outreach OR BA/BS Degree in Education; Communications; Government Affairs; Marketing OR Previously completed training in Environmental education, government, and/or public affairs a plus

• Analytical, communication, and customer service; ability to research, assess,
• and present complex information clearly; familiarity with EPA programs, regional structures, and public sector communications a
• plus.
• Experience required with Windows, MS Word, MS Excel, MS PowerPoint, MS SharePoint, MS Teams, MS Outlook, MS OneDrive, Multiple Phone Lines, Scanner

Other:

• Physical requirements: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.