Technician III - DORA: DPO Hybrid

State of Colorado•Denver, CO

1d•Hybrid

About The Position

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 Mental Health Boards/DPO Programs Area work unit is reflective of organizational changes made to ensure effectiveness, efficiency, and consistency in Board and Program processes and elegance in the contributions of the Division of Professions and Occupations to the regulatory environment in our state. The Mental Health Boards/DPO Programs Area exists to provide support to the Colorado Board of Marriage and Family Therapist Examiners, Board of Addiction Counselor Examiners, Board of Licensed Professional Counselor Examiners, Board of Psychologist Examiners, Board of Social Work Examiners, and Board of Unlicensed Psychotherapists (“Board”) in fulfilling statutory mandates in the licensure and regulation of marriage and family therapists, addiction counselors, professional counselors, psychologists, social workers, and unlicensed psychotherapists for the protection of the public health, safety, and welfare of the people of Colorado. The Mental Health Boards/DPO Programs Area is responsible for all activities related to the Board and Program for licensure, compliance, and discipline for the professions; processing of complaints and licensure applications requiring review by the Boards; corresponding with the public, licensees, and applicants pursuing licensure or registration, professional associations, other regulatory bodies and other interested parties on the Department of Regulatory Agencies (DORA), the Boards, services, statutes, policies, and regulations provided by the Boards and Programs, Division, and DORA; and updating national databases of disciplinary actions, including the National Practitioner Data Bank, and other national regulatory databases. This position is a technical position that oversees and monitors daily operations of the work unit, including preparation of information for Board/director review, carrying out Board/director guidance through follow-up actions, and other duties that impact the efficiency of processes within the work unit. The position evaluates and processes technical data and information for the Board/Program such as national database reports and reporting, public disclosures, and coordination with regulatory agencies in other states. The position is responsible for application review and processing; reviewing new complaints received and determining jurisdiction- if allegations against the practitioner, if proven, would violate the practice act; complaint/response processing; recording all disciplinary actions and notifying other agencies as required; processing Board/Director Orders; and verbal and written communication with the public, licensees/registrants, advisory committee and Board members, and Division staff- including the Offices of Licensing, Investigation and Inspections, the Expedited Settlement Program, and the Office of the Attorney General.

Requirements

Three (3) years of relevant full-time high-level technical work in an administrative support, customer support, or a clerical position, which must include the following functions: Experience processing applications and/or analyzing documents for completeness, correctness, and/or compliance with laws, rules, policies, and procedures; Experience managing a large volume of work while maintaining deadlines; Experience utilizing databases, including performing data entry; Customer service experience, including managing a high volume of competing requests, de-escalating situations, and responding to difficult customers with tact and diplomacy; Troubleshooting and/or resolving technical customer requests, including researching potential issues, identifying database issues, and/or resolving issues to ensure proper functionality and/or access to a benefit, resource, system, or database for customers.
Associate’s Degree and Experience: Graduation from an accredited college or university with an associate's degree in business, business administration, communications, healthcare administration, public health, public administration, or in a field of study related to the work environment; AND One (1) year of relevant full-time high-level technical work in an administrative support, customer support, or a clerical position, which must include the following functions: Experience processing applications and/or analyzing documents for completeness, correctness, and/or compliance with laws, rules, policies, and procedures; Experience managing a large volume of work while maintaining deadlines; Experience utilizing databases, including performing data entry; Customer service experience, including managing a high volume of competing requests, de-escalating situations, and responding to difficult customers with tact and diplomacy; Troubleshooting and/or resolving technical customer requests, including researching potential issues, identifying database issues, and/or resolving issues to ensure proper functionality and/or access to a benefit, resource, system, or database for customers.
College, university, or non-correspondence business school coursework from an accredited institution in business, business administration, communications, healthcare administration, public health, public administration, or 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.
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 having the ability to evaluate information in order to apply knowledge and to decide on the most appropriate course of action
Creativity and flexibility, including the ability to multi-task, manage various workloads, and adapt to shifting priorities 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 diplomatically interact with difficult customers, to 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 accept direction, take feedback, and implement guidance
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-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 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 (Doc’s, Sheets, Slides, Calendar, etc)

Nice To Haves

Demonstrated professional experience working in a State government agency, public sector, or law firm supporting high-level leaders.
Demonstrated professional experience in a state government position utilizing databases, including compiling, updating, troubleshooting, analyzing, and tracking data.
Demonstrated professional experience working in accordance with detailed policies and procedures to ensure compliance.
Demonstrated professional experience with process improvements, including identifying and implementing changes to existing processes and/or making recommendations to correct inefficiencies.
Demonstrated professional experience researching, analyzing, and/or auditing procedures and/or documents to identify gaps and provide recommendations.
Demonstrated professional experience with case management, either working with an application-related process or a complaint-driven process.
Demonstrated professional experience working with boards and/or commissions.
Demonstrated knowledge of and experience working with professional and occupational licensure policies and statutes.
Demonstrated professional experience educating customers/consumers, including providing them with accurate, thorough, and easily understandable information regarding their potential avenues for action and/or recourse.

Responsibilities

Composing detailed correspondence regarding application deficiencies, general program information, including educational and informational support, guidance, compliance monitoring requirements, and program disciplinary actions
Assisting with planning and scheduling of Board/advisory committee meetings, ensuring legally sufficient posting of the meetings, working with centralized staff to ensure it is posted correctly on the DORA website
Writing and preparing timely a detailed agenda, creating agenda packets, minutes, public notices for Board and advisory committee meetings
Preparing all per diem and travel expenses for Board members and working with fiscal operations to process those requests
Providing administrative support for meetings, including meeting set-up, break-down, and provision of AV and technical support and keeping of meeting minutes
Supporting the virtual meeting platform ensuring compliance with opening meetings law and exceptions to open meetings law, including executive session and statutorily closed meetings
Creating technical reports and summaries on special projects or Board/advisory committee issues for the program director through researching historical data, gathering information, analyzing data, and identifying problem areas and trends
Evaluating, processing, and managing technical data related to the management of non-standard, complex complaints, including drafting of tailored 30-day letters and coordinating with other state regulatory agencies, interstate compacts, national databanks and or professional liability insurers to obtain data for complex enforcement or licensing cases
Assisting as requested with processing of the post Board/Director decisions involving licensees/registrants, or unlicensed/unregistered persons under the Board’s/Director’s authority
Assisting in the researching of continuing education courses and acting as a technical resource to/for licensees
Assisting in planning, developing, and implementing needed training for board members, licensees, or other team members, as necessary

Benefits

Employer-sponsored RTD EcoPass
flexible schedules
training and professional development opportunities
Employee wellness programs
Colorado State Employee Assistance Program (CSEAP)
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