Program Specialist 2 - Professional Certification Office

State of Washington • Thurston County – Olympia, WA

2d • Hybrid

About The Position

The Washington State Office of Superintendent of Public Instruction (OSPI) is hiring multiple full-time, permanent Program Specialist 2 employees for its Professional Certification Office in Olympia, Washington. The role is primarily customer service (approximately 85% of duties), with the remaining 15% supporting the Professional Certification department. Employees serve educators, school district staff, and the public by phone, email, and in person, addressing questions about certification procedures, policies, applications, renewals, and the E-Certification system. The position handles a high volume of calls, emails, callbacks, mail, and certification actions, and independently resolves more complex questions and issues, issues certificates, and protects confidential personal information. The work requires familiarity with Professional Educator Standards Board certification policies and with applicable Washington Administrative Code (WAC) and Revised Code of Washington (RCW) requirements.

The position also processes certification applications and supporting documents; manages educator records and profiles; enters, scans, and verifies information in E-Certification; records fees; reviews application completeness and documentation; and issues certificates when deficiencies have been satisfied. Additional duties include assisting with training new Program Specialists, preparing information for presentations and field events, representing the department as a secondary program expert, and helping analyze and improve customer service, policies, and workflows.

The positions are based at OSPI’s Olympia office and require regular onsite work. During initial training, employees must work in the office five days per week. After training, employees may be eligible for a hybrid schedule with partial telework; full-time telework is not available. The required schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., with excellent attendance. Minimal travel is required.

Requirements

• Bachelor’s degree or four years of customer service experience in an education, administrative, or office setting; experience may substitute for education year for year.
• Experience demonstrating a high standard of professionalism and customer service in all interactions.
• Experience organizing and prioritizing workloads.
• Experience working independently and collaboratively as part of a team.
• Experience answering a high volume of phone calls and responding to emails for extended periods.
• Experience with Microsoft Office applications, including Outlook, Word, and Excel.
• Must reside in Washington state.
• Must be able to work from OSPI’s Olympia, Washington office.
• Must be able to work Monday through Friday, 8:00 a.m. to 5:00 p.m., and maintain excellent attendance.
• Minimal travel is required.

Nice To Haves

• One year of experience in educator certification or other education-related work.

Responsibilities

• Answer customer calls using a multiline phone system, assist in-person visitors, and respond to emails and voicemails about certification applications, requirements, policies, procedures, and application status.
• Provide technical assistance with the E-Certification system, including EDS sign-in, online applications, and account information.
• Independently identify and resolve stakeholder problems by determining necessary steps, coordinating with stakeholders and Certification staff, and communicating outcomes.
• Assist educators and school personnel with understanding applicable RCW and WAC requirements for Washington state educator certification.
• Coordinate with other Program Specialists to respond to emails and voicemail within 24 hours and collaborate with Professional Certification department staff to meet stakeholder needs.
• Assist the supervisory team with training new Program Specialists, including demonstrating weekly duties and supporting instructional phone calls and continued development.
• Create and manage educator profiles and maintain the integrity of educator data and records.
• Receive, review, and log certification applications and supporting documentation; check applications for completeness and document authenticity; and scan materials into E-Certification.
• Receive fees, record fee information in E-Certification, and send deficiency notices when fees are incorrect or returned.
• Manage an assigned queue of reviewed applications and issue certificates after outstanding deficiencies are fulfilled.
• Review specialization-area webpages, forms, and certificate-related materials for accuracy and recommend updates.
• Prepare informational documents with partner specialists and participate in meetings regarding implementation of new RCWs and WACs.
• Serve as a secondary program expert for a specialization area and process specialized educator documentation held in online systems, microfiche, physical files, and other digital formats.
• Open, receive, and log mailed documentation and fiscal information; complete certificate verifications; and retrieve and upload educator transcripts and other application materials.
• Support management of forms and records, monitor daily and weekly tasks, and adjust work to meet program goals.
• Assist with presentations, public events, field events, and meetings with internal and external partners to promote the Certification Department and provide certification information.
• Identify customer-service improvement opportunities and policy or process gaps, research potential impacts on diverse and underserved populations, propose evidence-based solutions, help implement changes, and track their effects.

Benefits

• Health insurance
• Dental insurance
• Life insurance
• Retirement plan
• Optional deferred compensation program
• Flexible or alternative work schedules and mobile and telework options, depending on job duties and work location
• Tuition assistance policy and support for tuition waivers through participating higher education organizations
• Infant at Work Program for eligible employees who are new parents or legal guardians, allowing infants aged six weeks to six months to accompany them at work, depending on job duties and work location

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level