Program Specialist

DC Government; Washington (District of Columbia); On-site; USD 70,000 - 100,000; Full time

Job summary

DC Government in Washington, DC, seeks a qualified professional to lead the review and resolution of complex inquiries through the agency's customer relationship management platform, providing coaching and quality assurance to staff and ensuring policy-aligned responses across multiple channels.

You will analyze operational workflows, develop and implement strategic improvements to enhance service delivery, coordinate daily program operations, and oversee recruitment, onboarding, and ongoing

Job description

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This position is in the Department of Licensing and Consumer Protection. DLCP protects the health, safety, economic interests, and quality of life of residents, businesses, and visitors in the District of Columbia by ensuring code compliance and regulating business. DLCP is responsible for regulating business activity in the District of Columbia. The agency protects consumers, issues business and professional licenses, registers corporations, inspects weighing and measuring devices used for monetary profit, and issues special events permit. This position is within the Office of the Director.

Major Duties

Leads the review and resolution of complex inquiries received through the agency’s customer relationship management platform, ensuring timely, accurate, and policy aligned responses across multiple communication channels. Provides coaching and quality assurance feedback to staff to promote consistency in customer engagement. Resolves escalated issues involving applicants, licensees, and stakeholders by interpreting governing laws, regulations, and procedures; provides authoritative guidance and ensures uniform application of program policies across the division. Analyzes and evaluates operational workflows to identify systemic inefficiencies; develops and implements strategic improvements that enhance service delivery, program effectiveness, and customer satisfaction. Coordinates daily program operations, including workload distribution, process monitoring, and risk identification; advises leadership on resource needs, process adjustments, and opportunities to streamline operations. Oversees recruitment, appointment, and onboarding processes for Board, Commission, and program members; engages with national and regional regulatory partners to exchange information on emerging issues, standards, and best practices.

Manages the resolution of complex complaints by reviewing investigative findings, synthesizing information, preparing detailed summaries and recommendations, and presenting cases to Boards for final determination. Leads and participates in cross functional projects to address significant programmatic and administrative challenges. Drafts high-level correspondence, memoranda, reports, and briefing documents, ensuring accuracy, clarity, and alignment with legal, regulatory, and agency standards. Coordinates monthly Board, Commission, and program meetings by preparing and disseminating agendas and materials, recording and maintaining minutes and records, and ensuring compliance with Open Meetings Act posting requirements. Performs other related duties as assigned.

WORK ENVIROMENT:

The work is sedentary, but there is some walking required.

SPECIAL REQUIREMENTS:

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. To be creditable, the incumbent must possess at least one (1) year of specialized experience equivalent to the next lower grade level in the normal line of progression.

Tour of Duty:

Monday – Friday: 8:15 am – 4:45 pm

Pay Plan, Series, Grade:

CS - 0301 -12

Promotion Potential:

No known promotion potential.

Collective Bargaining Unit (Union):

This position is in a collective bargaining unit by AFSCME LOCAL 2743, and you may be required to pay an agency service fee (dues) through direct payroll deduction.

Position Designation:

The incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations, Suitability – Security Sensitive.

Residency Preference:

When claiming residency preference, you are required, and must agree in writing, to maintain bona fide District residency for a period of seven (7) consecutive years from the effective date of employment. You will be required to present documents (proofs) to show District residency and failure to maintain bona-fide District residency for the seven-year (7-year) period will result in forfeiture of employment

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 offence, or stalking, military service, or other non-merit factor.