Supervisor, Customer Compliance - (26-WQ&T-813012-119)

The intent of this job description is to provide a representative summary of the major duties, locations, and responsibilities performed by incumbent(s) in this job.  Incumbent(s) may not be required to perform all duties in this description, and incumbent(s) may be required to perform work-related tasks other than those specifically listed in this description.  This job description is not a “contract” between the employee and the Authority.  The job duties and essential functions may be changed at the discretion of the General Manager.

At DC Water, we provide more than 700,000 District of Columbia residents and 24.6 million annual visitors with essential water, wastewater, and stormwater services. DC Water also provides wholesale wastewater treatment services for 1.8 million people in  in Montgomery and Prince George's counties in Maryland, and Fairfax and Loudoun counties in Virginia. We aspire to be known for superior service, ingenuity, and stewardship to advance the health and well-being of our diverse workforce and communities. To achieve this vision, we commit to our shared mission every day—exceeding expectations by providing high quality water services in a safe, environmentally friendly, and efficient manner.

The Supervisor, Customer Compliance supervises staff and supports the administration of the DC Water Customer Compliance Programs that include cross-connection control/backflow prevention, permitting fire hydrant connections, investigating illegal discharge into sewer system and inspecting grease interceptors and water/sewer connections. Responsible for enforcing regulations and policies related to these programs and for implementing new technologies and processes. 

• Supervises staff responsible for coordinating and conducting inspections related to Compliance Programs. 

• Supports strategic planning and innovation activities by analyzing policies, business processes, conducting benchmarking and research, and making recommendations.

• Reviews or drafts policies, procedures, technical manuals, and documentation related to Customer Compliance program areas.

• Prepares or evaluates reports, compliance directives, administration enforcement actions, and proposed orders requiring customers to pay fines. 

• Examines customer complaints, conducts compliance investigations, analyzes concerns, and proposes a resolution in a timely manner.

• Utilizes various software programs and databases to monitor and track customer compliance.

• Collaborates with external agencies to coordinate on compliance inspections and water quality investigations.

• Presents program details, customer reporting procedures, and community outreach to stakeholders and customers. 

• Performs compliance inspections to train staff as required.

• Ensures accurate billing of fees and timely processing of refunds to customers related to compliance programs. 

• Responds to emergencies related to water quality, backflow incidents, fire hydrant connections and sanitary sewer overflows.  Actively participates with DC Water's Emergency Management Team.

• Promotes an effective safety program for assigned personnel.

• Performs other duties and projects as assigned by the Manager, Compliance Programs Water Quality.

Supervisory Responsibilities: Responsible for supervision of Customer Compliance staff.

Key Working Relationships: Interacts with other units and agencies within and outside of DC Water in developing and coordinating Customer Compliance programs.

The qualifications listed below are representative of the knowledge, skill, and ability necessary for an individual to perform each essential responsibility satisfactorily. Reasonable amounts of training are provided.

Required Skills & Qualifications

Preferred Skills & Qualifications

*The work environment characteristics described in the physical requirements section of the required skills & qualifications table are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities. 

At DC Water, our people make us an industry leader. Join a group of thinkers, innovators, and problem solvers focused on protecting life’s most precious resource in the nation’s capital.

• Take pride in your work. We provide an essential service and do work that matters. A career at DC Water is an exciting opportunity to help improve the environment and make a lasting difference for the community.

• Connect to a strong culture. Everything we do is grounded in our shared values—accountability, trust, teamwork, customer focus, safety, and well-being.

• Be your true self. We are an inclusive organization that embraces diversity, and we recognize and celebrate employees’ individuality and unique contributions.

• Build your skills and career path. We are committed to developing a future-ready workforce by helping our employees develop skills for the jobs of tomorrow. 

We are proud to be an EEO/AA employer M/F/D/V.

We maintain a drug-free workplace and perform pre-employment substance abuse testing

    The Americans with Disabilities Act prohibits discrimination against “qualified individuals with disabilities”. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email complianceada@dcwater.com.