Driver Licensing Office Staff Supervisor (Shoreline)

State of Washington; Seattle (WA); On-site; USD 60,000 - 72,000; Full time

Job summary

Washington State Department of Licensing is hiring an Office Staff Supervisor at the Shoreline Driver Licensing Office. You will lead a team, ensure efficient licensing operations, and provide exceptional customer service, while upholding laws and agency values.

The role requires supervising, coaching, training staff, handling licensing tasks, and maintaining records. A strong emphasis on trust, inclusion, and process improvements is listed, with eligibility criteria including citizenship,

Qualifications

• One (1) year of experience as a Licensing Services Representative 2 (LSR2).
• Five (5) years in a regulatory environment interacting with customers. Must include issuing credentials, understanding laws, or participating in testing/examining.
• Two (2) years of relevant education may substitute year for year for experience.
• U.S. Citizenship and valid WA driver license with five years of licensed driving experience.

Responsibilities

• Evaluate employees’ performance and prepare performance plans and assessments.
• Communicate clearly with customers and employees.
• Assess training needs and arrange or provide instruction.
• Provide coaching and guidance to unit staff for quality service.
• Maintain license work records and financial deposits.
• Lead and manage a team through changes in the work environment.
• Respond to challenges and solve customer problems.
• Conduct driving skills tests during vehicle rides with applicants.
• Verify document authenticity and issue licenses/IDs per laws and procedures.

Skills

Customer service

Leadership

Communication

Coaching

Cash handling

Typing 40 WPM

Training

Education

Two years of relevant education may substitute year for year

Job description

Description

We are dedicated to growing a culture of belonging through our values:

Respect | Trust | Diversity | Inclusion | Equity

This is being reposted to expand the applicant pool. If you have already applied, you do not need to reapply.

Tuesday-Saturday.

Location: Shoreline Driver Licensing Office.

At the Department of Licensing (DOL), we recognize the importance of work life harmony and work hard to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work, create value for our customers and help build trust in our government.

We are currently recruiting for an Office Staff Supervisor (LSR3) with amazing customer service skills and reliable work ethic to add to our Shoreline Driver Licensing Office!

We are one of the most public facing state agencies and the second largest revenue generating agency in Washington State. We regularly interact with over 6 million Washington residents and collect nearly $3 billion in taxes and fees annually. We know our services are essential to our customers’ ability to live, work, drive, and thrive. We take this responsibility seriously and are committed to ensuring every resident has equitable and meaningful access to our services.

If you are ready to start your career in a culture that focuses on fostering teamwork, innovation, and growth, please read on!

Duties

As the Office Staff Supervisor for our Shoreline office, you will have the opportunity to create a culture where our employees and customers feel valued and respected. You will be relied upon to assist the public with their licensing needs, while ensuring the office is efficient and employees are fully supported. As a result of your inclusive leadership and excellent customer service, you will directly support our agency's purpose, helping every Washington resident live, work, drive, and thrive.

• Evaluate employees’ performance and prepares performance plans and assessments.
• Communicate clearly and effectively with both customers and employees.
• Assess training needs of staff and arrange for or provides instruction.
• Provide coaching, mentoring, training, and guidance to unit staff who are responsible for quality customer service.
• Maintain records of all license work, fees collected, and monies deposited.
• Lead, motivate, and manage a team while adapting to unexpected situations and changes in the work environment.
• Receive and respond to challenges, solving customer problems.
• Conduct driving skills tests while riding in the applicant’s vehicle to assess their driving skills.
• Verify authenticity of documents, evaluate information and make sound decisions to issue licenses/identification cards/instruction permits and perform any other licensing functions in compliance with current laws, regulations and procedures.

Upon completing training and certification, you will be authorized to issue Enhanced Drivers Licenses (EDL), which will result in a 10% pay increase.

Qualifications

What you will bring:

One (1) year of experience as a Licensing Services Representative 2 (LSR2).

OR

Five (5) Years Of Experience In a Regulatory Environment Interacting With Customers. This Must Include At Least One Of The Following:

• Issuing credentials to the public
• Understanding and interpreting laws
• Participating in testing/examining

Two (2) years of relevant education may substitute year for year for experience.

Experience Must Include:

• U.S. Citizenship.
• Valid WA driver license and five (5) years of licensed driving experience.
• Your valid driver license must have no restrictions other than corrective lenses, or you must have the ability to obtain one upon hire.
• Two (2) years direct customer service work experience providing product/services to the general public.
• One (1) year of experience using electronic systems and form templates to input data, navigate between multiple forms and screens, edit information and save completed work.
• One (1) year of experience with the ability to responsibly and accurately handle the public’s money when processing financial transactions. This includes receiving cash, making change, counting down tills, and/or committing fiscal resources. This also includes consistently following applicable fiscal guidelines, regulations, and principles.
• One (1) year experience of assigning, guiding, coaching and training one or more teammates while performing similar work.
• The ability to type 40 words per minute.
• Successful completion of all components of the structured twelve-month training program as a Licensing Services Representative 1 (LSR1).
• Successful completion of EDL training.
• The ability to:
• Understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors, and decisions.
• Promote and support a respectful, equitable, and inclusive workplace for all employees.
• Promote and support respectful, equitable, and inclusive delivery of services to customers.
• Take action to learn and grow.
• Take action to meet the needs of others.
• experience can be obtained concurrently*

What May Help Set You Apart:

• One (1) year of experience evaluating complex information to ensure accuracy and verifying compliance with rules, laws, policies, procedures, or eligibility requirements to receive a product of service.
• One (1) year of experience explaining rules, policies and or procedures are regular daily functions. Experience must include the frequent application of techniques to ensure professionalism and mutual understanding.
• One (1) year of experience drafting and delivering clear information to diverse groups of people.
• Experience as a supervisor of a team in a fast-paced customer facing environment.

Additional Requirements Of Employment

• Verified reliability and malfeasance check for previous five years of employment.
• Prior to a new hire, a pre-employment check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.
• In addition, an acceptable fingerprint based criminal history background check is also required for this position, as a condition of employment. Fingerprints will be used to check the criminal history records of the FBI. You will have the capability to review and challenge any record through the FBI.

Candidates who are offered a job with DOL must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.

DOL is committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take the steps to assure that people with disabilities are provided reasonable accommodations.

For information about available accommodations, the interview process, or the position contact Nicole Walters.

Supplemental Information

Come join us in changing the way government delivers services and help build a legacy of commitment to and excellence in diversity, equity, and inclusion!

Employer Diversity and Inclusion

We value diverse perspectives and life experiences.

We employ and serve people of all backgrounds including people of color, immigrants, refugees, women, LGBTQ+, people with disabilities, and veterans. We value the unique traits and attributes that each employee brings to the job. Through the diverse perspectives of an inclusive workforce, we will create a more respectful, productive, and unified team to better serve the public of Washington.

Veteran/Military Spouse Preference Notice

To take advantage of veteran/military spouse preference, please notify the Talent Acquisition Team. Use a subject line that includes the title of this recruitment.

The Washington State Department of Licensing is an equal opportunity employer and does not discriminate on the basis of age, religion, sex (including gender identity), marital status, sexual orientation, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with a disability.

Persons requiring accommodation in the application process, during the recruitment process, or who need this job announcement in an alternative format, may contact the Human Resources Office at 360-902-4000 or may email the Talent Acquisition Team. Applicants who are deaf or hard of hearing may call our ASL interpreter via Video Phone at 360.339.7344.

The candidate pool certified from this recruitment may be used to fill future similar vacancies for up to sixty days.

We do not use the E-Verify system; therefore, we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit www.uscis.gov.

More than Just a Paycheck!

Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read About Our Benefits

The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits

Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement And Deferred Compensation

State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security

All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness

If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays

Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-ratio basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave

Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)

Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in