Public Information Specialist

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 plu

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