Principal Program Manager, Disability Access Coordinator
PG&E’s ability to lead the nation in delivery of safe, reliable, and affordable gas and electric service to 10 million customers, across a 70,000 square mile service territory requires unrelenting operational excellence and seamless coordination across the 23,000 employees that work together to deliver on this promise. The Customer Engagement organization’s mission is to enable and support a positive “One PG&E” customer presence that actively contributes to a vibrant local economy. The Customer Engagement organization implements strategies to drive tightly coordinated gas and electric operations for enhanced customer experiences locally with PG&E; proactive, targeted, and transparent multi-channel customer and community education that reinforces safety and reliability initiatives and mitigates potential customer concerns; and active support for large customers, local community and economic vitality.
The Principal Program Manager, Disability Access Coordinator is responsible for coordinating and shaping Company-wide strategies to improve customer accessibility, including regular engagement with the Center for Accessibility Technology (C for A T) in accordance with the Memorandum of Understanding (MOU) between C for A T and PG&E on Accessibility Improvements for Disabled Customers. The coordinator will also enhance existing and identify new processes, designing applicable outreach models, and maintaining and improving upon existing processes for PG&E’s coordinated wildfire risk reduction activities associated with the Community Wildfire Safety Program, namely Public Safety Power Shutoff, for customers with Access and Functional Needs (AFN). The position will lead process development, implementation, and improvement and will create and report out on related metrics and compliance requirements, while maintaining relationships with and providing program education to internal and external stakeholders.
The coordinator will engage with diverse and cross-functional partners to set strategies and implement trainings and campaigns to educate and engage PG&E internal organizations, as well as PG&E’s communities, customers, CBO partners and others regarding ADA requirements and ensuring accessibility to PG&E communications, programs, and resources for all. The successful candidate will also contribute to developing strategic plans to meet regulatory or internal wildfire risk reduction goals and drive performance to deliver on those plans, partner with legal and regulatory relations teams in gathering, drafting, finalizing and providing written and oral responses and testimony in wildfire-related regulatory, legislative and other proceedings, workshops and hearings, and may be expected to represent and speak on behalf of the customer organization related to Public Safety Power Shutoff in various internal, external, industry or regulatory forums.
This position is hybrid, working from your remote office and your assigned work location based on business need. The assigned work location will be within the PG&E Service Territory and will be determined between the hiring leader and the successful candidate.
Coordinate and shape corporate-wide strategies to improve customer accessibility
Initiate ongoing reviews, planning, and discussions with key stakeholders across all lines of business at PG&E
Serve as PG&E’s ADA point of contact on accessibility issues and concerns to ensure customer problems with disabilities are resolved and receive the appropriate services and resolution
Co-coordinate PG&E’s Access and Functional Needs Plan (AFN) annually with AFN Principal PM and track and report PG&E’s progress quarterly to the CPUC.
Evaluate and monitor new technology and products that improve customer accessibility
Provide knowledge and expertise of both Federal and State ADA Regulations and Guidelines, such as emerging regulations on website accessibility and electric vehicle charging stations
Provide technical background and assistance to ensure PG&E customer programs, services, and customer sites are in compliance with ADA regulations
Primary point of contact at PG&E for agencies and companies who support customers who are disabled.
Coordinate benchmarking with Joint IOUs on accessibility, training, CforAT MOU requirements, customer outreach, and PSPS emergency preparedness for disabled and aging customers.
Collaborate closely with the Medical Baseline Program Coordinator to promote the MBL Program
Represent PG&E at Disability: IN’s annual conference; contribute training tracks and content
Serve as ADA Director on the Access Network Employee Resource Group
Serve as an ADA resource for HR’s Absence and Accommodations Team on Title I ADA employee accommodation requests as needed
Manage content for PG&E Accessibility SharePoint sites
Lead PG&E’s HealthCare and Durable Medical Equipment Initiative
Participate in PG&E Advisory Councils
Manage & resolve ADA escalations and inquires directed to the website, Contact Center SSRI referrals, ADA Mailbox, MBL Mailbox, website, and external contact number ensure successful resolution.
Serve as the ADA point of contact for PG&E customer communications (letters, e-mails, flyers, post cards, etc.) to ensure messaging and formats are accessible
Maintain PG&E’s Disabled Customer Database
Ensure key information is available in large print, Braille, and other language services to customers
Ensure PG&E provides TTY and Relay System Training and Services at PG&E’s Contact Centers
Engage with PG&E’s Digital Strategy Team to monitor website accessibility testing and remediation of PG&E’s website – flat side, dynamic sites, and mobile apps
PG&E’s point of contact for American Sign Language non-profits and agencies for ASL interpreter and other communication support during meetings, training, and PSPS activations
Review, update, and deliver accessibility awareness training for Customer Services Offices, Contact Center Operations, Construction, IT, Digital Strategy, CRESS, and CRC agency staff employees annually to improve accessibility for PG&E customers
Coordinate technical accessibility training on WCAG 2.1 AA, JAWS, Captioning and Audio Description, etc., for IT and Digital Strategy to maintain communications accessibility in preferred alternative formats
Coordinate ongoing ADA awareness training for all lines of business
Ensure all CSO, CCO, and Construction employees receive training annually, including onboarding of new employees
Manage external audit of a sampling of NPC and temporary construction sites to ensure customer accessibility and safe path of travel, ensuring barriers found during audits and reviews are corrected
Conduct a sampling of accessibility reviews at CRC sites during PSPS activations, immediately reporting urgent items to the PSPS CRC Swat Team for correction and creation of a report of all accessibility issues found for hot wash review by the CRC Project Team Leads
Function as ADA SME for the CRC Project Team, reviewing signage for accessibility, design layout accessibility and updates to onsite CRC supplies as needed
Maintain ADA Certification by attending conferences, symposiums, ADA webinars, and compliance trainings
Track and report annually all spending on activities that improve accessibility
Prepare and distribute to the Center for Accessible Technology, and any other interested party, an annual report on activities and spending to promote accessibility annually in April & in person annually in December
Negotiate new MOU in line with GRC cycle
Emergency response duties as assigned
Bachelor’s degree or equivalent work experience
10 years of experience in program management, project management, customer outreach, and/or account management or relevant work experience
Lean Six Sigma certified yellow or green belt
Advanced knowledge of Program Management
Ability to influence leaders inside and outside of the department through data analysis, insights, and recommendations
Ability to lead large and complex projects working with cross-functional teams
Ability to create compelling business cases based on complex business environments and inputs
Demonstrated proficiency in achieving results by leading and influencing matrixed teams
Strong, proven relationship building capabilities with internal partners and external customers/agencies
Demonstrated ability to provide proactive, high quality customer service while resolving issues of a complex nature
Ability to manage and resolve escalated customer challenges in a timely and effective manner
Adept at addressing issues with diplomacy and tact
Effective at negotiating and able to communicate effectively and comfortably at all levels internally and with customers and external parties
Demonstrated political savvy
Demonstrated diligence in documentation and tracking
Strong presentation and time management skills
Demonstrated ability to effectively utilize Excel, Word, PowerPoint, and other like tools at an intermediate level (minimum)
Ability to make operational decisions to build and/or align resources on complex initiatives and projects.
Ability to develop and manage dept. budgets, expenses, variances
Ability to communicate and support company and organization policies, procedures, goals, objectives, vision, and values
Ability to establish and drive accountability through effective metrics that support a common mission.
Ability to drive, identify and implement process improvement.