This is the single investigation class in the Consumer Affairs Series. Positions in this class function as investigators and are responsible for investigating, mediating, and resolving consumer complaints, and bringing illegal business activities to the attention of appropriate legal officials. This class is distinguished from the Agriculture and Consumer Services Supervisor class by the latter’s supervisory responsibility.

Complexity of Work: Performs work of moderate difficulty which involves investigating and mediating complaints between consumers and businesses, and between landlords and tenants which allege dangerous, deceptive, or illegal trade practices in violation of the Virginia Consumer Protection Act and/or Auto Repair facilities Act; and investigating charitable organizations and professional fund raisers for violations of the Virginia Solicitation of Contributions Law. Interviews parties of the dispute in person or by telephone; advises consumers of final disposition and prepares case summary for file; responds to telephone and walk-in clients; accepts complaints and furnishes information; represents the office and speaks to organizations, students, and other groups; promotes compliance with Consumer Protection laws and the Solicitation of Contribution law; works with legal officials and law enforcement personnel in determining if legal recourse is warranted; and analyzes gathered information and prepares appropriate reports.

Supervision Given: Supervision is typically not a factor.

Supervision Received: Receives general supervision from a Consumer Affairs Coordinator. Guidance is received from supervisor regarding interpretation of applicable laws and in unusual situations.

Scope: Work affects the compliance of Consumer Protection Acts and the Virginia Solicitation of Contribution Law which affects consumers, businesses, charitable organizations and the general public.

Impact of Actions: Erroneous decisions and actions could negatively affect the agency in terms of quality of services and public goodwill. Effective job performance ensures that Consumer Protection laws and Solicitation of Contribution Laws are enforced and that consumers are protected against dangerous, deceptive, and/or illegal trade practices.

Personal Contacts: Frequent internal and external contacts with consumers, the general public, the business community, Attorney General’s office, charitable organizations, Better Business Bureaus, Chamber of Commerce, and other state agencies to coordinate and discuss complaints and gather information.

Knowledge: Working knowledge of state and federal Consumer Protection laws; of charitable solicitation industries; and of investigative and interviewing techniques.

Skills: None identified for this class.

Abilities: Demonstrated ability to communicate effectively both orally and in writing; to perform investigations for compliance with applicable laws; and to work independently.

QUALIFICATIONS GUIDE*

Licenses or Certification: None.

Education or Training: Graduation from high school or equivalent supplemented by some post-secondary course work in consumer economics, criminal justice, law, or a related field.

Level and Type of Experience: Experience related to legal, law enforcement, investigative, or regulatory work.

An equivalent combination of training and experience indicating possession of the preceding knowledge and abilities may substitute for this education and experience.

This class was revised in February 1989 as a result of the Statewide Classification Review/Specification Update Program.

Last updated: 3/1/89