Consumer Protection Education Supervisor

State of Washington•Thurston County – Tumwater, WA

1d•Hybrid

About The Position

The Office of the Secretary of State (OSOS) is seeking a Consumer Protection Education Supervisor to manage the Education component of the Corporations and Charities Division's Consumer Protection Education & Mobile Services (CPEMS) programs. This role involves promoting public trust through consumer protection education, outreach, and engagement, focusing on areas like fraud awareness, charitable organizations, business compliance, and government resources. The position ensures educational information is accurate, consistent, and accessible, aligning with state, federal, and international laws. The supervisor reports to the CPEMS Program Manager, overseeing Education staff, implementing program processes, monitoring quality, and identifying improvements. This role provides specialized technical assistance and educational information to diverse audiences, including the public, businesses, nonprofits, community partners, and government agencies. Success requires strong attention to detail, the ability to simplify complex regulations, effective staff management, and a focus on enhancing statewide consumer education and service delivery.

Requirements

Three years of experience providing support to staff or a program including, but not limited to, interpreting policy and instructing others on application of policies, representing a program or office to clients, interacting with members of the public, composing correspondence, scheduling appointments and meetings, or coordinating events
Ability to efficiently use a personal computer and applicable software to successfully perform the essential job functions of the position
One year of supervisory experience performing interviews, hiring, training, assigning tasks, directing work, and evaluating staff work outputs.

Nice To Haves

Proficient in one of the following languages: Spanish, Ukrainian, German, Korean, and/or ASL; reading, writing, and verbal communication.
Ability to work with a high degree of accuracy and attention to detail.
Experience with database queries, data entry forms, and/or reports; importing data from other sources, sorting records by multiple fields, locating records, and organizing by specialized criteria.
Experience applying knowledge of agency laws, regulations, and procedures in resolving inquiries, complaints, and problems while maintaining appropriate confidentiality and professionalism.
Experience developing and facilitating training and documentation procedures.
Experience working within an electronic workflow environment.
Experience using scanning software and tools.
Experience working in diverse intersectional communities.
Ability to facilitate public speaking presentations, including equipment set-up, operation, and audience engagement.

Responsibilities

Manages, implements, and maintains procedures and policies pertaining to the Education component of the statewide Consumer Protection Education & Mobile Services (CPEMS) Program.
Applies specialized knowledge of statutory and regulatory requirements to ensure staff provide accurate and consistent educational information.
Identifies and maintains collaborative partnerships with state agencies, community organizations, industry groups, and local hosts.
Monitors customer interactions, recurring questions, filing and compliance trends, stakeholder feedback, and changes to laws, rules, policies, or filing requirements to identify emerging education needs.
Analyzes findings and provides recommendations to the CPEMS Program Manager regarding educational priorities, content, and engagement opportunities.
Collects and analyzes Education Program information, including event participation, audience reach, customer engagement, recurring education needs, and stakeholder feedback.
Presents findings and recommendations to the CPEMS Program Manager to support program planning, evaluation, and decision-making.
Implements approved improvements to Education Program content, engagement methods, procedures, and services.
Establishes and maintains processes for Education staff to document customer and stakeholder feedback and ensures relevant information is elevated to the CPEMS Program Manager for consideration.
Supervises and coordinates daily, weekly, and monthly Education engagement activities, including staff assignments, scheduling, educational materials and supplies, registration, attendance tracking, and event reporting.
Evaluates Education activities and work processes for alignment with Office, Division, and CPEMS objectives.
Supervises Education staff performance and utilizes productivity and tracking systems to monitor staff engagement activity, assigned work, work product quality, completion of responsibilities, and other work-unit performance measures.
Investigates system issues reported by Education staff or identified through customer engagement that may affect the accuracy or delivery of educational information and services.
Provides senior-level technical and business process guidance to Education staff and, as appropriate, internal and external stakeholders, governmental partners, community organizations, and institutions.
Researches and responds to escalated or complex inquiries as assigned by the CPEMS Program Manager.
Analyzes complex data and information related to Corporations and Charities Division programs.
Reviews legal documentation submitted through Division filing systems, determines whether submissions meet applicable statutory filing requirements, and provides appropriate follow-up.
Utilizes Division and partner systems at a supervisory level, including the Corporations and Charities Filing System (CCFS), Apostille Database, Domestic Partnership Database, and Atlas (DOR/BLS partner portal).
Operates Division-assigned and other state-owned vehicles to travel to and support Education Program events and activities throughout Washington State.
Drives state vehicles to transport Education Program materials, supplies, equipment, and staff to and from education events, partner locations, and other assigned program activities.
Supervises the Education Program work unit within the Consumer Protection Education & Mobile Services (CPEMS) Program and provides on-site support of program staff.
Assists in supporting the Mobile Services component of the program.
Ensures the CPEMS Education staff meet Division standards for legal compliance, timeliness, and accuracy of work conducted.
Implements Division initiatives, policies, procedures, and assigned strategies within the Education work unit, in consultation and collaboration with the Consumer Protection Education & Mobile Services Program Manager.
Manages and implements the day-to-day work and assignments of the CPEMS Education staff.
Uses subject matter expertise to provide quantitative and qualitative responses to direct reports and Division system users regarding technical operations and requirements, program procedures, complex internal/external stakeholder and customer inquiries, and complex filing issues.
Plans, leads, organizes, and/or implements training plans for the CPEMS Education staff, in consultation and collaboration with the Consumer Protection Education & Mobile Services Program Manager.
Provides training and tools to help program staff understand the Corporations and Charities Filing System and ancillary support and filing systems.
Mentors and coaches CPEMS Education staff in their professional growth, identifies and recommends relevant training to support their continuous development.
Provides training and consultation to the CPEMS Education staff to ensure adherence to established operational policies and procedures.
Ensures that staff are meeting the needs of internal and external stakeholders.
Develops and implements performance expectations and conducts Performance and Development Plan (PDP) evaluations of subordinate staff annually.
Supports a diverse workforce by championing the OSOS and Division core values.
Exemplifies the grace, patience, and emotional intelligence necessary to be an effective leader within the Division.
Maintains mission-focused professionalism.
Participates in special projects.
Participates in cross-training and shadowing within the Division.
Attends conferences as a representative of the Corporations and Charities Division.
Other duties as assigned.