Title: Licensing Team Lead

State Role Title: Program & Administration Specialist I

Hiring Range: $53,000 - $60,000

Pay Band: 4

Agency: Dept of Prof & Occup Reg

Location: DPOR Main Office

Agency Website: www.dpor.virginia.gov

Recruitment Type: General Public - G

Job Duties

This position will provide support to the Licensing Operations Administrator and the Executive Director and will report directly to the Licensing Operations Administrator. The successful applicant will be able to serve as team lead in the operations of licensing and call center functions. Serves as the point of contact for calls or matters escalated or beyond the scope of licensing specialists and independently resolves issues. This position is also responsible for: assisting staff in the resolution of problems related to the processing of applications. Independently resolves difficult and/or complex inquiries as needed.
This position also serves as primary liaison to the Customer Service section and ensures all walk-in customers are assisted as soon as possible. This position will also serve as a backup licensing specialist for the Board for Contractors. This position is located at the Department’s main office in Henrico County, Virginia.
This position is “Non-Exempt” and is compensated accordingly.
Working for the State affords you many benefits, and here are just a few:
· Affordable and comprehensive health benefits,
· 13 paid state holidays.
· Time off to volunteer as well as vacation, sick and personal leave.
· Participation in the VRS retirement system.
And DPOR offers tuition reimbursement after a period of employment!
As part of The Department of Professional and Occupational Regulation (DPOR), you will play a critical role in the economic vitality of Virginia by helping qualified people start businesses and work in their chosen fields. DPOR is an executive branch agency under the Secretary of Labor for the Commonwealth of Virginia. Our regulatory boards are comprised of practitioners and citizens appointed by the Governor and are responsible for regulating certain professions and occupations, ranging from architects and contractors to cosmetologists and professional wrestlers. We protect the public by verifying minimum competency, investigating complaints, and upholding professional compliance with state laws and regulations.
TELEWORK OPTIONS: Please note that this position may be eligible for limited telework and is not a full-time telework position. Upon hire into this position, the agency requires the incumbent to be in the position for 90 days before a specific telework schedule may be submitted for consideration.

Minimum Qualifications

· Experience working in a call center and/or regulatory environment.
· Strong attention to detail
· Ability to actively listen and solve routine problems encountered by customers.
· Ability to learn and continuously reference new information.
· Ability to gather and evaluate information to determine solutions, solve problems, and answer questions.
· Ability to analyze and compare information, draw conclusions, exercise discretion, and sound independent judgment, in eligibility determinations, strong interpersonal and grammatically correct communication skills- oral and written.
· Ability to train staff and assure proficient performance.
· Knowledge of licensing process and agency computer systems and software.
· Ability to direct and to support the administrative activities of boards with complex regulations and operating procedures.
· Exceptional customer service skills.

Additional Considerations

· Ability to adapt to change.
· Knowledge of Virginia’s regulatory environment and processes.
· Bilingual preferred.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

ONFIRMATION: You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.
SUPPLEMENTAL QUESTIONS: You may be required to respond to position-specific questions at the end of this application. This information may help us evaluate your credentials and qualifications for the job. Failure to respond to any questions will disqualify you from further consideration.
VETERAN STATUS: When applying for this employment opportunity, if you indicate you are a veteran, please provide a copy of your DD214 to personnel@dpor.virginia.gov or via fax to (833) 654-4240 prior to the job posting closing.
LAY OFF POLICY: If you have been affected by DHRM Policy 1.3 Layoff, and possess a valid Interagency Placement Screening Form (Yellow Card) or a Preferential Hiring Form (Blue Card), you must submit a copy of the card by attaching it to your submitted application, or you may send it to personnel@dpor.virginia.gov, or via fax to (833) 654-4240, prior to the job posting closing.
ALTERNATIVE HIRING PROCESS: In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process.
To be considered for this opportunity, applicants will need to provide their Certificate of Disability (COD) provided by a Vocational Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: https://www.vadars.org/drs/cpid/PWContact.aspx, or call DARS at 800- 552-5019, or DBVI at 800-622-2155. Please provide a copy of your Certificate of Disability (COD) to personnel@dpor.virginia.gov, or via fax to (833) 654-4240, prior to the job posting closing.
ELECTRONIC APPLICATIONS OR RESUMES ONLY: DPOR does not accept mailed, emailed, faxed, or hand delivered applications or resumes.
BACKGROUND INVESTIGATIONS: Final candidates are subject to a background investigation. The investigation may include local agency checks, criminal record check, driving record, employment verification, verification of education, and other checks requested by the hiring authority related to the position. Please be advised if the information gathered does not coincide with the information listed on your application, your application will no longer be considered for the position.
LICENSES: Applicants must disclose any current professional or occupational registration, certification, and license(s) held by DPOR. Applicants with an active license issued by the Department of Professional and Occupational Regulation (DPOR) may be required to place their license in an inactive status while employed with the agency. Additional information may be provided by the Human Resources Office.
Veterans, AmeriCorps, Peace Corps, and other national service alumni and people with disabilities are encouraged to apply.
DPOR is an Equal Opportunity Employer

Contact Information

Name: Human Resources

Phone: 804-367-8500

Email: personnel@dpor.virginia.gov

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.