State of Washington-posted 9 days ago
Full-time • Manager
Hybrid • Olympia, WA
5,001-10,000 employees
Administration of Economic Programs

We are dedicated to growing a culture of belonging through our values: Respect | Trust | Diversity | Equity | Inclusion At the Department of Licensing (DOL), we recognize the importance of work-life harmony and strive to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work, create value for our customers, and help build trust in our government. Our Programs and Services Division (PSD) is seeking a Disclosure Team Supervisor to join their newly established team! We are one of the most public facing state agencies and the second largest revenue generating agency in Washington State. We regularly interact with over 6 million Washington residents and collect nearly $3 billion in taxes and fees annually. We know our services are essential to our customers' ability to live, work, drive, and thrive. We take this responsibility seriously and are committed to ensuring every resident has equitable and meaningful access to our services. If you are ready to use your excellent communication and leadership skills, then read on! As the Disclosure Team Supervisor, you will lead a team responsible for safeguarding the integrity, accuracy, and security of Washington's public records. In this pivotal role, you will oversee the fulfillment of Driver & Vehicle public records requests, ensure adherence to state and federal requirements, and guide staff in delivering precise, timely, and compliant results. You will supervise the processing of Abstract Driving Records, provide direction on the review of complex legal documents, and support staff as they determine appropriate next steps for each request. Your leadership will set the standard for accuracy and accountability.

  • Provide coaching, mentoring, development, training and guidance to unit staff who are responsible for quality customer service.
  • Monitor and evaluate the quality of work performed by direct reports to ensure compliance with established standards, procedures, and policies.
  • Assess training needs of staff and arrange for or provide instruction.
  • Recognize employees and counsel employees in work-related activities and career development.
  • Provide recommendations to establish unit standards and identify areas for unit development and improvement.
  • Engage in process improvement initiatives and provide feedback on the development of procedural guidelines, forms, and related materials for the instruction and guidance of the unit.
  • Five (5) years of experience providing assistance to clients/customers regarding inquiries, complaints, or problems.
  • Up to four (4) years of relevant education may substitute year for year for experience.
  • Three (3) years of work experience providing service to customers on the phone or in person, where explaining rules, policies, and/or procedures are regular daily functions. Experience must include the frequent application of technologies to ensure professionalism and mutual understanding.
  • One (1) year of work experience leading and mentoring teams which could include coaching performance, training, assigning, and reviewing work and corrective action conversations.
  • One (1) year of experience using Outlook, Word, and Excel.
  • Understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors, and decisions.
  • Promote and support a respectful, equitable, and inclusive workplace for all employees.
  • Promote and support respectful, equitable, and inclusive delivery of services to customers.
  • Take action to learn and grow.
  • Take action to meet the needs of others.
  • Ability to read a drive/vehicle record and take appropriate action based on licensing laws, rules, policies and procedures.
  • Experience reviewing and fulfilling public record requests.
  • Experience working in Next Request Portal, DRIVES, user interfaces, web-based applications, and retrieving/updating data from unique department database systems to research customer records and respond to inquiries.
  • Experience managing and navigating work teams through organizational change.
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