Licensing Specialist (Technician III) - DORA: DPO Hybrid

Department Information

This announcement may be used to fill multiple vacancies.

The Department of Regulatory Agencies (DORA) is dedicated to preserving the integrity of the marketplace and is committed to promoting a fair and competitive business environment in Colorado.

Consumer protection is our mission.

DORA values and promotes diversity, supporting a workplace that is inclusive of people from different backgrounds and experiences; creating an environment that is reflective of our communities; promoting positive relationships; and putting forth unique perspectives to fulfill our mission.

• Employer-sponsored RTD EcoPass, with offices located at Civic Center Plaza, above the RTD Civic Center station and just a few blocks from RTD light rail.
• Extensive work-life programs such as flexible schedules, training and professional development opportunities on a wide variety of subjects, and more!
• Employee wellness programs, including the Colorado State Employee Assistance Program (CSEAP), which provides free, confidential counseling services.
• Bike-to-work programs, including access to storage lockers and bike racks.
• Flexible retirement benefits, including a choice of the PERA Defined Benefit Plan or the PERA Defined Contribution Plan, plus optional 401K and 457 plans.
• Medical and Dental Health Insurance for employees and optional coverage for their dependents.
• Life Insurance for employees, and optional coverage for their dependents.
• Paid Time Off, including 11 paid holidays.
• Short- and long-term disability coverage.
• Tuition assistance program.

Description of Job

The Division of Professions and Occupations (DPO) protects consumers in the state of Colorado through licensing and regulatory enforcement for approximately 50 professions, occupations, and businesses, and the corollary regulatory environment. The Division of Professions and Occupations provides consumer protection through its regulation of more than 610,000 licensees within more than 50 professions, occupations and businesses in the State of Colorado.

The Office of Licensing unit contributes to the work function of each professional program area within the Division of Professions and Occupations. Specifically, the Office of Licensing processes and evaluates approximately 48,000 licensing applications each year, receives emails, mails, and phone calls regarding the licensing process, and responds to customer inquiries regarding specific licensure questions/inquiries. These applications involve approximately 50 separate professions, each with their own underlying statutes, rules, policies, and other licensing requirements and considerations. The Office of Licensing provides recommendations regarding updates to application requirements for licensure and/or application language after the implementation of new statutes, rules, and policies. The Office of Licensing serves as the division’s point of contact for licensing/application processing; it impacts on the work performed by all the boards and program areas within DPO and potentially every consumer of professional services in the State of Colorado.

Position: SJA 973

The position performs application processing by various methods such as endorsement, examination, and reinstatement for multiple licensing boards and programs assigned to the position; evaluates the applications and supporting documents for licensure, reviews applications to ensure they are complete and accurate in accordance with requirements, and forwards the applications if the application requires additional review or approval by the Boards/Programs; analyzes the applicant’s education, credentials, work experience, and other supporting documents as required to ensure compliance with appropriate rules and laws; identifies discrepancies and provides feedback to applicants to correct deficiencies in order to become credentialed; provides customer support for questions from internal and external customers regarding licensing requirements and other related inquiries in a professional, responsible, and courteous manner. The position provides customer service by handling calls and providing support to the welcome center by troubleshooting difficult licensing issues for walk-in customers that the welcome center staff were unable to resolve on their own; and participates in other general duties of the Office of Licensing unit.

Duties include, but are not limited to:

• Reviewing and entering data into the licensing system to update the status of the application by verifying the workflow requirements have been met for the different application phases;
• Generating appropriate correspondence as needed (e.g. emailing or sending a letter to the applicant about their inquiries and information needed to complete the process);
• Updating the system’s notes area with appropriate information to ensure a coherent record of activities can be referenced;
• Generating roster and submitting to appropriate testing company as needed;
• Responding to inquiries from applicants, boards/programs, testing companies and other entities by providing detailed and timely information via verbal or written communication regarding licensure requirements and/or application status;
• Assisting applicants by providing timely feedback and technical assistance regarding needed additional material/documentation; AND
• Participating in staff cross training by providing training to peers in the specific procedures/processes to evaluate applications, and receiving training from peers or supervisors in the specific procedures/processes to evaluate other applications.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

MINIMUM QUALIFICATIONS (MQs):

There are two ways to qualify for this position: 1) Experience OR 2) A Combination of Education and Experience

Option 1: Experience

• Three (3) years of professional* experience in an office environment, which must include all of the following:
  • Experience analyzing documents for completeness, correctness, and/or compliance with laws, rules, policies, and procedures;
  • Experience compiling and analyzing data, including data entry;
  • Customer service experience, including managing a high volume of calls and emails, and responding to difficult customers with tact and diplomacy;
  • Experience working according to detailed policies, procedures, and deadlines;
  • Experience utilizing general PC software applications, including Microsoft Office and/or Google Suite (e.g. Word, Excel, Google Drive, Google forms, Google sheets, etc.).

Option 2: A Combination of Education AND Experience

• Associate’s Degree and Experience: Graduation from an accredited college or university with an associate's degree in business administration, economics, communications, public administration, healthcare administration, or in a field of study related to the work environment; AND
• One (1) year of full-time professional* experience in an office environment, which must include all of the following:
  • Experience analyzing documents for completeness, correctness, and/or compliance with laws, rules, policies, and procedures;
  • Experience compiling and analyzing data, including data entry;
  • Customer service experience, including managing a high volume of calls and emails, and responding to difficult customers with tact and diplomacy;
  • Experience working according to detailed policies, procedures, and deadlines;
  • Experience utilizing general PC software applications, including Microsoft Office and/or Google Suite (e.g. Word, Excel, Google Drive, Google forms, Google sheets, etc.).

OR

• College, university, or non-correspondence business school coursework from an accredited institution in business, political science, economics, public administration, sociology, communication, public relations, or in a field of study related to the work assignment may substitute for the experience on a year-for-year basis (up to three (3) years). A copy of your transcript verifying the required credits MUST be received by the application deadline in order to be considered.

Document this experience in your application IN DETAIL, as your experience will not be inferred or assumed. Part time experience will be prorated.

SUBSTITUTIONS:

• Partial credit toward the degree requirement will be given for completed college/university coursework that did not result in a degree. A master's or doctorate degree from an accredited college or university in a field of study related to the work assignment will substitute for the bachelor's degree requirement.

• Professional work involves exercising discretion, analytical skill, judgment and personal accountability and responsibility for creating, developing, integrating, applying, and sharing an organized body of knowledge that characteristically is: uniquely acquired through an intense education or training regimen at a recognized college or university; equivalent to the curriculum requirements for a bachelor's or higher degree with major study in or pertinent to the specialized field; and continuously studied to explore, extend, and use additional discoveries, interpretations, and application and to improve data, materials, equipment, applications and methods.

Preferred Qualifications:

• Demonstrated professional* experience working in a state government agency, non-profit organization, or in a regulatory environment.
• Demonstrated professional* experience working in a customer service position such as a front-office person, as a receptionist, or as an executive assistant, etc.
• Demonstrated professional* experience working in a high-volume, fast-paced environment.
• Demonstrated professional* experience with case management, either working with an application-related process or a complaint-driven process.
• Demonstrated knowledge of and experience working with professional and occupational licensure policies and statutes.
• Demonstrated professional* experience in educating customers/consumers, including providing them with accurate, thorough, and easily understandable information regarding their potential avenues for action and/or recourse.
• Demonstrated professional* experience working with boards and/or commissions.

Required Competencies: The following knowledge, skills, abilities, and personal characteristics are required competencies and may be considered during the selection process (including examination and/or interview):

• Demonstrated written communication skills, including the ability to convey information to various stakeholders in a clear, accurate, and concise written manner;
• Demonstrated verbal communication skills, including the ability to effectively convey information to audiences in a concise manner;
• Demonstrated attention to detail;
• Sound judgment and the confidence to make decisions on a routine basis;
• Demonstrated critical thinking and analytical skills, including the ability to evaluate information in order to apply knowledge and to decide on the most appropriate course of action;
• Demonstrated creativity and flexibility, including the ability to adapt to shifting priorities and handle additional work assignments in a fast-paced work environment;
• Organizational skills, including prioritizing, planning, and time management in order to meet deadlines;
• Customer service skills, including the ability to diplomatically interact with difficult customers, navigate difficult conversations, and maintain communication with stakeholders;
• Interpersonal skills, including the ability to collaborate and maintain relationships with internal and external stakeholders;
• Demonstrated ability to understand and abide by workplace principles, practices, and behaviors as internally identified and defined by the division and department;
• Demonstrated ability to read, understand, interpret, apply, and explain laws, rules, policies, and procedures;
• Ability to travel independently, including work in the office, as required by business need and scheduled by the supervisor;
• Integrity and high ethical standards;
• Accountability, reliability, including attendance;
• Ability to maintain confidential, controversial, or sensitive information;
• Self-starter, including the ability to work independently, learn new processes, utilize own knowledge and that of the supervisor, and complete work with minimal supervision;
• Demonstrated professional demeanor;
• Knowledge and understanding in the use of PC software applications, including Microsoft Office (Access, Word, Excel, etc.), and Google Suite (Doc’s, Sheets, Slides, Calendar, etc).

Conditions of Employment: Candidates who fail to meet the conditions of employment will be removed from consideration.

• The successful passing of a reference check and/or, if required, a background check.
  • A reference check may include but is not limited to: contacting previous and current supervisors to verify employment and discuss performance, a review of the personnel file, a review of the performance record, a review of job-related public information, etc.
  • The type of background check depends on the job duties of the position, and can include a review of any criminal record, credit report, and/or driving record.
• Ability to travel independently, including work in-office, as required by business need and scheduled by the supervisor.

Supplemental Information

SUPPLEMENTAL INFORMATION:

PLEASE READ - Required Application Materials

Interested individuals must submit the following online:

1. A completed State of Colorado Application (log-in to your current NeoGov account or create a NeoGov account to complete the online application). Note: Incomplete applications, including incomplete work history sections or "see résumé," "see attachment," or "see addendum" statements, will not be accepted in lieu of a completed application form.

2. A current email address on your application, as all communication pertaining to this position will be conducted via email. Please set up your email to accept messages from info@governmentjobs.com and ‘@state.co.us’ addresses, and check your email often. Note: The department cannot guarantee the successful delivery of email, including incorrect filtering into junk mail folders.

3. A detailed cover letter, explaining how you meet the required competencies and how your accomplishments, qualifications, skills, areas of expertise, personal characteristics, etc. make you a good fit for this position; you may also attach additional documents that demonstrate this.

Comparative Analysis Process: Structured Application Review

Part of, if not the entire, comparative analysis process for this position will involve a review of the information you submit in your application materials; Therefore, it is paramount that in the experience portion of your application and cover letter, you describe the extent to which you possess the education, experience, and competencies outlined in the job announcement as well as the required and/or preferred qualifications/competencies. You are also encouraged to attach additional documents to that effect. Failure to include adequate information or follow instructions may affect your score and prevent you from competing in subsequent measures used to arrive at a top group of applicants.

Part of the comparative analysis process and/or the interview process may be conducted through remote video conferencing (i.e. Google Meet, Zoom, etc.)

Veterans’ Preference: Candidates who wish to assert Veterans’ Preference should attach a copy of their DD214 to their application. Failure to do so will result in being denied Veterans Preference.

PLEASE NOTE: Former State Personnel System employees who were disciplinarily terminated or resigned in lieu of termination must disclose this information on the application. Colorado Revised Statutes require that all state employees be hired and promoted through competitive examination of merit and fitness. Failure to include the required information, failure to follow instructions, and/or failure to submit materials by the application deadline may result in your application not being considered for the position and may affect your score or inclusion in the final pool of qualified candidates.

The State of Colorado strives to create a Colorado for All by building and maintaining workplaces that value and respect all Coloradans through a commitment to equal opportunity and hiring based on merit and fitness.

The State is resolute in non-discriminatory practices in everything we do, including hiring, employment, and advancement opportunities.

ADAAA Accommodations: DORA is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA Coordinator, at dora_adacoordinator@state.co.us.

THIS ANNOUNCEMENT MAY BE USED TO FILL MULTIPLE VACANCIES

While a salary range is posted for this position, an eventual salary offer is determined by a comprehensive salary analysis, which considers multiple factors, including but not limited to education and experience compared to others in the organization doing substantially similar work.

Appeal Rights:

If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.

An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email, US Mail, faxed or hand-delivered within ten (10) calendar days from your receipt of notice or acknowledgment of the department’s action.

For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board go to spb.colorado.gov or refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov under Rules.

HOW TO APPLY: Thank you for your interest. Submit an on-line application by clicking the link below or submit a State of Colorado Application for Announced Vacancy and all supplemental questions according to the instructions provided below. Failure to submit a complete and timely application may result in the rejection of your application. Applicants are responsible for ensuring that application materials are received by the appropriate Human Resources office before the closing date and time listed above.

IF NOT APPLYING ON-LINE, SUBMIT APPLICATION TO:

Only online applications will be accepted for this position.

DEPARTMENT CONTACT INFORMATION:

Thanh Pham: thanh.pham@state.co.us

METHODS OF APPOINTMENT: Appointment to the vacancy or vacancies represented by this announcement is expected to be from the eligible list created. However, at the discretion of the appointing authority, the position(s) may be filled by another method of appointment for a valid articulated business reason.