Program Assistant 2 - Licensing Lead Worker

The Iowa Department of Inspections, Appeals, and Licensing (DIAL) is seeking a highly motivated, skilled, solution-oriented, and enthusiastic individual to join as a Lead Licensing Worker within our Professional Licensing Division at our central office near Valley Junction in Des Moines, Iowa.

DIAL’s mission is to Achieve Compliance through Education, Regulation, and Due Process for a Safe and Healthy Iowa. Our goal is to be an effective, efficient and approachable regulatory agency. DIAL is a multifaceted regulatory agency charged with protecting the health, safety, and well-being of Iowans, and is comprised of eight core operational divisions:
Administrative Hearings, Building & Construction, Health & Safety, Investigations, Labor/OSHA, Professional Licensing, Workers’ Compensation, and Administration.

The successful candidate for this fast-paced position is a motivated, organized, and detail-focused individual. Applicants should have a proven track record of completing tasks on a strict deadline, sound judgment and decision-making ability, and have excellent customer service skills.

Desired qualifications include:

• Experience directing and balancing the daily work of a team.
• Ability to train and onboard new staff as well as provide ongoing training for existing staff.
• Strong conflict resolution skills with the ability to diffuse escalated situation with applicants and licensees.
• Ability to apply Iowa statutes, administrative rules, and complex procedures to determine eligibility.
• Strong technical aptitude with an ability to recommend system efficiencies and maintain procedure manuals.
• Experience in developing training materials, standard operating procedures, and engaging in continuous process improvement.

Here is a detailed, comprehensive breakdown of the job duties for the Licensing Coordinator position, categorized by core operational functions:

• Direct the daily operations of licensing specialists by distributing and balancing workloads, maintaining attendance records, and ensuring adequate coverage.
• Review staff performance by accepting, modifying, or rejecting work, reporting infractions, and providing input on staffing decisions.
• Train and instruct both new and current employees, including developing cross-training initiatives and writing coverage plans that identify backup staff for each position.
• Serve as the primary escalation point for complex complaints and requests for information, utilizing conflict resolution skills to defuse tense situations with applicants and licensees while strictly complying with Iowa statutes and administrative rules.

• Oversee the background check process for assigned programs.
• Guide applicants with potentially disqualifying criminal offenses through the pre-qualification process, which includes drafting non-binding committee opinions.
• Author and maintain the background check procedure manual, develop associated training materials, and serve as the lead educator for staff on these protocols.

• Review and process complex licensing applications and renewals for assigned boards by verifying education, examination records, and overall compliance.
• Process licensing fees, issue new licenses and certificates, request missing information from applicants, and prepare daily financial deposits for funds received.
• Ensure timely customer service by monitoring inquiries from individuals, schools, and businesses, advising them on procedures via telephone, email, and in-person consultations.
• Identify operational problems and suggest improvements.

• Act as the "super user" for the licensing database, continuously identifying efficiencies and recommending database modifications to streamline operations for both staff and applicants.
• Lead quality improvement projects and collaborate with leadership to draft and implement standard operating procedures (SOPs).
• Develop daily operational reports tracking application processing times to prioritize workflow and manage high volumes of queries.
• Coordinate the production of legislatively mandated reports and develop informational materials for distribution via email, newsletters, and the website.
• Perform other administrative and operational duties as assigned.

When you join DIAL, you help to make Iowa safer and healthier, while enjoying an outstanding benefits package!

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