Technician III - DORA: DPO Hybrid

Job Title

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 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.

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.

Duties include, but are not limited to:

• 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; AND
• Assisting in planning, developing, and implementing needed training for board members, licensees, or other team members, as necessary.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

MINIMUM QUALIFICATIONS (MQs):

There are two ways to qualify for this position: 1) Experience OR 2) A Combination of Education and Experience

Option 1: Experience

• 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.

Option 2: A Combination of Education AND Experience

• 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.

OR

• 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.

Document this experience in your application IN DETAIL, as your experience will not be inferred or assumed. Part time experience will be prorated.

SUBSTITUTIONS:

• Partial credit toward the degree requirement will be given for completed college/university coursework that did not result in a degree. A master's or doctorate degree from an accredited college or university in a field of study related to the work assignment will substitute for the bachelor's degree requirement.

*Technical work is skilled work in the practical application of specialized techniques, procedures, practices, or methods in order to accomplish tasks. This work involves, amongst other duties, assisting an administrator or other professional by applying knowledge of and/or interpreting principles, rules, regulations, policies, precedents, other guidelines, and objectives specific to a program or professional subject area to resolve problems, answer questions and provide information, and/or advise others on technical program issues or matters.

**Professional work involves exercising discretion, analytical skill, judgment and personal accountability and responsibility for creating, developing, integrating, applying, and sharing an organized body of knowledge that characteristically is: uniquely acquired through an intense education or training regimen at a recognized college or university; equivalent to the curriculum requirements for a bachelor's or higher degree with major study in or pertinent to the specialized field; and continuously studied to explore, extend, and use additional discoveries, interpretations, and application and to improve data, materials, equipment, applications and methods.

Preferred Qualifications:

• 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