Contact Representative

DC Department of Human Resources; Washington (District of Columbia); On-site; USD 60,000 - 75,000; Full time

Job summary

The Alcoholic Beverage and Cannabis Administration (ABCA) Licensing Division in Washington, DC is seeking a Licensing Specialist with a public-service mindset. You will provide information on alcoholic beverage and medical cannabis licenses, assist applicants, and guide them from inquiry to submission in a high-visibility role serving the public.

You will maintain licensing files, review applications for compliance, enter data into Accela, and coordinate with the Licensing Chief to improve

Qualifications

• High school diploma required with specialized experience relevant to licensing.
• Experience handling license applications and public inquiries preferred.
• Ability to interpret and apply liquor and medical cannabis regulations.

Responsibilities

• Interviews and guides applicants through license options and requirements.
• Maintains and updates licensing files and records.
• Reviews applications for regulatory compliance and referrals.
• Enters data into Accela to issue licenses and permits.
• Communicates with applicants and licensees via phone and email.
• Coordinates with Licensing Chief to improve procedures.

Skills

Communication

Data entry

Records management

Customer service

Education

High School Diploma

Tools

Accela

Job description

Job Summary

This position is in the Alcoholic Beverage and Cannabis Administration (ABCA), Licensing Division. The mission of ABCA is to support the public’s health, safety, and welfare through the control and regulation of the sale and distribution of alcoholic beverages and medical cannabis.

This position is in the Alcoholic Beverage and Cannabis Administration (ABCA), Licensing Division. The mission of ABCA is to support the public’s health, safety, and welfare through the control and regulation of the sale and distribution of alcoholic beverages and medical cannabis. The incumbent provides information and assistance to customers receiving and attempting to procure an alcoholic beverage license, renewal, and importer’s license and processing of all alcoholic beverage applications. This is a high visibility position requiring services through direct contact with the public.

Duties And Responsibilities

Provides license and permit information and interprets applicable alcoholic beverage and medical cannabis laws, regulations, and policies to applicants and members of the public. Interviews and communicates directly with applicants and provides information and guidance on the complexities of the liquor and medical cannabis license process and the appropriate license application(s) that are required to be completed for their specific needs. Explains each license application function and its requirements. Initiates actions to resolve routine discrepancies, delays or other problems individuals may have or answers any questions presented by applicants on requirements for permits or licenses. Adjusts Licensing Division records that may be incomplete or erroneous and describes alternative ways of meeting the needs of the applicant. Maintains licensing files and updates as appropriate for a variety of licenses, permits, endorsements, etc. Reviews applications and supporting documentation for adherence to agency requirements, rules and regulations governing a specific request; makes appropriate referrals as needed; prepares temporary, one-day substantial change, manager’s licenses, solicitor’s licenses, import permits, and other related permit or license issuance documents for final submission. Electronically enters pertinent information into Accela to issue the appropriate permit or license.

Contacts other offices, agencies or organizations to request expedited action or information on problem cases. Participates in seminars, meetings and discussions with staff and public groups or organizations to explain the operations of the program and the essential steps involved to satisfy laws pertinent to the issuance of a license, permit, or endorsement. Reviews and reports on the status of pending applications with regards to monitoring deadlines for appropriate action to be taken. Reviews supporting documentation for adherence to program requirements, rules and regulations. Identifies any discrepancies and when necessary initiates appropriate action. Contacts licensees and applicants on a weekly basis regarding the status of their application, including the name of their assigned Licensing Specialist. Maintains a notebook of all weekly Board results and orders. Reviews weekly Board results and orders and contact affected licensees via e-mail, telephone and mail regarding the Board’s results and the next steps in the licensing process. Collects licensing, permit and endorsement fees and fines from applicants through the Inovah automated system consistent with Agency and District procedures. Provides training and guidance to contact representatives at the Grade 7 level. Coordinates and works with the Chief Licensing Officer in developing and making improvements to Licensing Division procedures. Coordinates and work with the Chief Licensing Officer in monitoring and tracking supplies and replenishing supplies when needed. Assists the Licensing Division in processing renewals, mailing out licensing information to licensees, answering the phone, and in opening, tracking, and delivering mail received by the Agency. Assists Licensing Specialists with the exchange of licensing records by retrieving and/or returning files to the Records Division. Performs other related duties as assigned.

Qualifications And Education

Applicants must possess a High school Diploma. This position requires at least one (1) year of specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression.

Specialized experience is experience which is directly related to the position and has equipped the individual with the knowledge, skills, and abilities to successfully perform the duties of the position.

License and Certification

None - Office equipment (e.g., computer, copier) - "Typical office equipment (e.g., computer, copier)."

Work Environment

The work is performed in a controlled office environment. Also, may involve some exposure to moderate risk of accidents and requires following basic safety precautions.

Physical Demands: Work is predominately sedentary; however, some walking, standing, and bending are encountered. Carrying heavy and cumbersome documents is common.

Other Significant Facts

Tour of Duty: Monday – Friday 8:00 AM to 4:30 PM

Pay Plan, Series and Grade: CS-0962-08

Promotional Potential: There is no known promotion potential.

Duration of Appointment: This is a Career Service (CS) Appointment with a probationary period.

Collective Bargaining Unit: This position is in a collective bargaining unit represented by AFSCME Council 20 Local 2743, and you may be required to pay an agency service fee through direct payroll deduction.

Residency Requirement: Applicants claiming “Residency Preference” will be required to maintain residency in the District of Columbia for a minimum of seven (7) years. Failure to do so may result in forfeiture of employment.

Position Designation: This position is designated as Security Sensitive and therefore the incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC personnel regulations, Suitability

EEO Statement

The District of Columbia Government does not discriminate or retaliate in employment on the basis of race, color, religion, sex, pregnancy, gender identity and expression, national origin, family responsibilities, political affiliation, sexual orientation, marital status, homeless status, disability, genetic information, age, membership in an employee organization, participation in a legally protected activity, parental status, matriculation, personal appearance, credit information, status as a victim or family member of a victim of domestic violence, sexual offense, or stalking, military service, or other non-merit factor.