Public Information Specialist

National Experienced Workforce Solutions (NEW Solutions); Philadelphia (Philadelphia County); On-site; USD 52,000 - 75,000; Full time

Job summary

National Experienced Workforce Solutions (NEW Solutions) seeks a Regional Public Information Center Associate to support the management of daily operations, handling citizen and business inquiries via telephone, email, and contact forms. You will apply EPA knowledge on state and local environmental issues to inform the public.

You will also lead research and evaluation efforts, develop strategy, and support continuous improvement of public communications and stakeholder interactions across

Qualifications

• 5+ years in customer service, education, government affairs, communication, or community outreach.
• BA/BS in Education, Communications, Government Affairs, Marketing or related environmental/public affairs training is a plus.

Responsibilities

• Assist in managing daily operations of the Regional Public Information Center.
• Respond to high volumes of inquiries via phone, email, and web forms.
• Maintain knowledge bases and SOPs to address questions about EPA programs.
• Conduct analyses of call data and outreach metrics to identify improvement opportunities.
• Collaborate with regional offices and partners to align messaging and resources.

Skills

Analytical

Communication

Customer service

Research skills

Education

Bachelor's degree in Education/Communications/Government Affairs/Marketing

Tools

Windows

MS Word

MS Excel

MS PowerPoint

MS SharePoint

MS Teams

MS Outlook

MS OneDrive

Phone systems

Job description

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 elevate 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
• .Experience required with Windows, MS Word, MS Excel, MS PowerPoint, MS SharePoint, MS Teams, MS Outlook, MS OneDrive, Multiple Phone Lines, Scanne