Program Assistant 2 - Licensing Lead Worker

State of Iowa; Des Moines (IA); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Teleworking after 6 months

IPERS Retirement Package

Health, dental, vision insurance

Paid time off

Professional development

Job summary

Iowa Department of Inspections, Appeals, and Licensing (DIAL) is seeking a Lead Licensing Worker to lead Licensing Specialists, manage background checks, and ensure accurate processing of licensing applications. The role emphasizes staff development, adherence to Iowa statutes, and continuous process improvements.

The position reports to the Professional Licensing Division at the Des Moines central office and offers comprehensive benefits, including telework options after six months and IPERS

Qualifications

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

Responsibilities

• Direct daily operations of licensing specialists, balance workloads, and ensure coverage.
• Review staff performance, provide input on staffing decisions, and handle escalations.
• Train staff and develop cross-training and coverage plans.
• Oversee background check process and draft non-binding committee opinions.
• Review complex licensing applications and renewals for compliance and education records.
• Act as system administrator for licensing database and lead SOPs and reports.

Skills

Team leadership

Staff training

Conflict resolution

Iowa statutes & rules

Systems & procedures

Training materials development

Job description

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.

Who We Are

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.

What We're Seeking

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.

What You'll Do:

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

Team Leadership & Staff Development

• 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.

Background Check Program Management

• 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.

Application Processing & Financial Operations

• 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.

Systems Management & Quality Improvement

• 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.

What We Offer

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

In addition to providing a positive work environment, we offer a great compensation package for all our full-time employees, including:

• Robust benefits, including excellent health, dental, life and vision insurance.
• Teleworking options after the first six months.
• Generous paid time off, including vacation, paid holidays, and sick leave accrual.
• Opportunities for professional development.
• Flexible Spending Accounts for medical and dependent care.
• Iowa Public Employee Retirement System (IPERS) Retirement Package.
• Optional 401A plan with employer contribution.
• Retirement Investors Club (Employer Sponsored Retirement Plan).
• Employee Assistance Program for support when you need it most.
• Access to an on-site employee fitness center
• Employee Discount Programs from a variety of vendors (vision, cellular, fitness, and more)

Background check required.

Applicants must meet at least one of the following minimum requirements to qualify for positions in this job classification:

1. Graduation from an accredited four-year college or university with a bachelor’s degree in any field, and experience equal to one year of full-time administrative support (e.g., screening visitors and callers; opening/distributing mail, typing/proofing documents, letters, and reports; organizing files; scheduling meetings/appointments; arranging travel; processing travel claims; ordering supplies/equipment) or technical support work (e.g., determining budget, personnel, and equipment needs; compiling/evaluating statistical, historical, economic, business, financial or technical program data; interpreting or securing compliance with laws, rules and regulations; reviewing operating records/reports and evaluating their effectiveness).
2. A total of five years of education and/or full-time experience (as described in number one) where thirty semester hours of accredited college or university course work in any field equals one year of full-time experience.
3. Current, continuous experience in the state executive branch that includes experience equal to 12 months of full-time work as a Program Assistant 1.