Licensing Specialist (Technician III) - DORA: DPO Hybrid
State of Colorado, Denver, CO, United States
Hybrid Workplace Arrangement
Although this position will be designated under the department’s hybrid workplace program, it will still be required to report to the department office on a scheduled basis and at the discretion of the supervisor, based on business needs.
This announcement may be used to fill multiple vacancies.
Benefits
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.
Division Overview
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
Responsibilities
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.
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 (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.).
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.
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.
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
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 (Docs, Sheets, Slides, Calendar, etc.).
Conditions of Employment
The successful passing of a reference check and/or, if required, a background check.
Ability to travel independently, including work in‑office, as required by business need and scheduled by the supervisor.
Equal Opportunity Statement
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.
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Although this position will be designated under the department’s hybrid workplace program, it will still be required to report to the department office on a scheduled basis and at the discretion of the supervisor, based on business needs.
This announcement may be used to fill multiple vacancies.
Benefits
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.
Division Overview
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
Responsibilities
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.
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 (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.).
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.
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.
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
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 (Docs, Sheets, Slides, Calendar, etc.).
Conditions of Employment
The successful passing of a reference check and/or, if required, a background check.
Ability to travel independently, including work in‑office, as required by business need and scheduled by the supervisor.
Equal Opportunity Statement
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.
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