Program Specialist 2 - Professional Certification Office

State of Washington; Olympia (WA); Hybrid; USD 46,000 - 61,000; Full time

Benefits offered by this job

Flexible/alternative work schedules

Tuition assistance policy

Infant at Work Program

Job summary

Washington State Office of Superintendent of Public Instruction (OSPI) seeks multiple Program Specialist 2 professionals for the Professional Certification Office in Olympia, WA. These full-time roles focus on high-volume customer service, certifications processing, and stakeholder support.

The positions require on-site work with a potential hybrid schedule after training. Candidates will handle calls, emails, and in-person inquiries related to educator certification and E-Certification

Qualifications

• Bachelor's degree or 4 years of customer service experience in an education, administrative, or office setting.
• Experience showing a high standard of professionalism and customer service in all interactions.
• Experience organizing and prioritizing necessary workloads.
• Experience working both independently and collaboratively within a team.

Responsibilities

• Provides customer service for the certification department by answering phone calls, assisting in-person visitors, and responding to emails and voicemails.
• Responds to emails and voicemails within 24 hours and coordinates with certification staff.
• Assists educators, school districts, the public, and others regarding certification procedures, policies, and application protocols.
• Reviews applications for completeness and authenticity, and helps guide certification types and requirements.
• Enter, review, and scan certification documents into the E-Certification system and process fees.

Skills

Customer service

Phone system

Email correspondence

Education

Bachelor's degree or 4 years of customer service experience

Tools

Outlook

E-Certification system

Job description

GENERAL SERVICE

JOB ANNOUNCEMENT

Program Specialist 2 - Professional Certification Office

(Multiple Positions)

$45,924–$61,332 annually

(Closes November 05, 2026)

The Washington State Office of Superintendent of Public Instruction (OSPI) is seeking multiple Program Specialist 2 professionals to join our growing Professional Certification Office team. These full‑time permanent roles are based in Olympia, Washington. After completing training, employees may be eligible for a hybrid work schedule that includes partial telework. This position requires regular on‑site work and is not eligible for full‑time telework work. During the initial training period, successful candidates will be required to work in the office five days a week. We encourage interested candidates to visit the OSPI website to learn more about our agency.

About OSPI and our initiatives

OSPI is the primary agency charged with overseeing public K–12 education in Washington state. Working with the state's 295 public school districts and 7 state‑tribal education compact schools, OSPI allocates funding and provides tools, resources, and technical assistance so that every student in Washington receives a high‑quality public education.

At OSPI, we recognize that our employees are the key to the agency's success. We are committed to our work but value the balance with our personal lives. We demonstrate our commitment to employees by providing an environment that fosters professional growth and values their expertise. OSPI is a great place to work and has several initiatives to help create a great working environment, including:

• We support a healthy work/life balance by offering flexible/alternative work schedules and mobile and telework options. (Depending on job duties and work location.)
• We have a tuition assistance policy and support employees seeking tuition waivers through participating in higher education organizations.
• We have an Infant at Work Program that is based on long‑term values of newborns and infant‑parent bonding. Eligible employees who are new parents or legal guardians can bring their infants (six weeks to six months) when returning to work. (Depending on job duties and work location.)
• We value and are actively involved in promoting diversity, equity, and inclusion within OSPI by way of a cross‑divisional, collaborative committee. The committee's focus includes employee engagement and education; reinforcing OSPI values; maximizing the value of diversity; and identifying strategies for inclusion.

Vision, Mission, and Values

Vision: All students prepared for post‑secondary pathways, careers, and civic engagement.

Mission: Transform K‑12 education to a system that is centered on closing opportunity gaps and is characterized by high expectations for all students and educators. We achieve this by developing equity‑based policies and supports that empower educators, families, and communities.

Values: Ensuring Equity, Collaboration and Service, Achieving Excellence through Continuous Improvement, Focus on the Whole Child

Equity

Each student, family, and community possesses strengths and cultural knowledge that benefits their peers, educators, and schools. Ensuring educational equity:

• Goes beyond equality; it requires education leaders to examine the ways current policies and practices result in disparate outcomes for our students of color, students living in poverty, students receiving special education and English Learner services, students who identify as LGBTQ+, and highly mobile student populations.
• Requires education leaders to develop an understanding of historical contexts; engage students, families, and community representatives as partners in decision‑making; and actively dismantle systemic barriers, replacing them with policies and practices that ensure all students have access to the instruction and support they need to succeed in our schools.

Position Overview

This position serves stakeholders by performing customer service, accounting for 85% of their duties. An additional 15% of this position’s work duties support the Professional Certification department.

This position assists stakeholders and handles customers who call in on our multiline phone systems, accommodates stakeholders who arrive in person, and responds to emails sent to the Professional Certification email account.

This position assists in answering questions from educators, school district personnel, the public, and others regarding certification procedures, policies, and application protocols.

This position assists in answering over 50,000 calls per year and handling nearly 5,000 callbacks per year. The Program Specialist position also assists in responding to more than 500 emails per week. The questions cover how to apply for educator certification, how to navigate the E‑Certification system, certification rules and regulations, and how to renew and maintain Washington state certification. This position will also receive mail, including certification applications and supporting documentation, resulting in nearly 45,000 certification actions annually.

In addition, this position independently answers more difficult questions, resolves issues, issues certificates, and provides assistance while maintaining the confidentiality of the educator’s personal information. This position requires a working knowledge of certification policy, procedures, and standards as set forth by the Professional Educator Standards Board (PESB). This position uses knowledge of WACs and RCWs to assist customers in understanding certification requirements.

This position will be responsible for reviewing, entering, and scanning any additional customer information received in paper copy into the E‑Certification system.

Key Responsibilities

Customer Service: Provides customer service for the certification department by answering phone calls, assisting in‑person visitors, and responding to emails and voicemails.

• Answers incoming customer phone calls and responds to or takes messages for certification specialists.
• Read and respond, clearly and concisely, to emails from stakeholders regarding the status of applications and questions about Washington state certification, helping to identify certification requirements and clarifying certification processes.
• Respond to in‑person requests by guiding the completion and submission of applications and corresponding documents.
• Correspond with districts and school personnel on certification policies, procedures, and status of certification applications.
• Independently resolve stakeholder problems by identifying issues, determining procedural steps necessary for resolution, working with stakeholders and Certification staff to implement a solution, then communicating results to the stakeholder.
• Assists stakeholders with understanding RCW and WAC requirements for Washington state educator certification.
• Provide technical assistance to stakeholders navigating the E‑Certification system, including issues with the EDS sign‑in, online applications, and other general account information concerns.
• Respond to stakeholder questions on the phone by using a multi‑line phone system.
• Be attentive to stakeholders that may come to the agency for assistance.
• Accessing and using the Outlook system to review, research, and respond to customers’ certification questions by email.
• Coordinate with other Program Specialists to respond to all emails and voicemail within 24 hours.
• Collaborates with all Professional Certification department representatives using advanced communication skills and the ability to find information to serve stakeholder needs best.

Training

Training: Assists the supervisory team in the training of new Program Specialist personnel.

• Assist the supervisory team in training new hires as part of the multi‑week training schedule.
• Assist the supervisory team by showing new hires the breakdown of weekly Program Specialist duties.
• Work directly with new hires to complete instructional phone calls, while still providing stakeholders with assistance.
• Assist in the continued growth of new hires after successful completion of training period.

Daily Office Work

Daily Office Work: Completes certification duties related to partner specialist’s needs and specialization area of focus, while managing and maintaining stakeholder records.

• Creates and manages educator profiles and maintains the integrity of educator data and information while delivering specialized certification services.
• Receives, reviews, and logs into the database all incoming certification applications and additional documentation.
• Checks applications for completeness, reviewing additional documents for certification type and authenticity.
• Scans additional materials into E‑Certification that are mailed, emailed, or brought into the Professional Certification department.
• Receives fees and logs fee information into the E‑Certification system, sending deficiency notices if necessary for incorrect and returned fees.
• Manages own queue of previously reviewed applications completed by partner evaluator and issues certificates after fulfillment of outstanding deficiencies.
• Reviews specialization area of focus webpages, forms, and other certificate‑related materials for accuracy, recommending updates when needed.
• With partner specialist, creates informational documents to be used at presentations and other field events.
• Participates in meetings regarding implementation of new RCWs and WACs under the direction of the partner specialist and other staff within area of focus.
• Acts as office’s secondary program expert in support of specialization area of focus.
• Opens, receives, and logs in documentation received by mail and all fiscal information received from the Fiscal Department.
• Access and scan educator information into E‑Certification.
• Complete certificate verifications upon request by educator or other state agency.
• Retrieve educator transcripts and other application materials from online resources and load them to educator online profiles.
• Responsible for the processing and management of specialized educator documentation that is held in online systems, microfiche, physical documents, and other digital formats.
• Works with supervisory team on the management of forms and records necessary for program operation.
• Self‑monitors daily and weekly tasks, adjusting when necessary to achieve program goals.

Presentations/Field Events

Presentations/Field Events: Assists the Certification team in promoting the Certification Department to external institutions, organizations, and the public.

• Assists Certification leadership team and other Certification program personnel in presentations and public events.
• Represents the department and the agency at field events and meetings with internal and external partners as a secondary program expert for the specialization area.
• Participate in various certification information presentations to districts and the public.
• Assist in other field events attended or sponsored by certification program personnel.

Improvement Analysis

Improvement Analysis: Work with the supervisory team and other certification program staff to identify opportunities for improvement in customer service.

• Identify opportunity gaps in current office policy and processes that may be negatively affecting customer service levels.
• Formulate potential solutions for areas of opportunity and present to supervisory team with supporting evidence for evaluation.
• Identify areas of service that need review for potential negative impacts to diverse and underserved populations.
• Research concerns regarding policy and procedures currently in place and present information to supervisory team for further conversation and analysis of potential issues.
• Work within certification team to implement changes for positive effects on policy/procedure and effective workflow.
• Track information regarding changes to ensure that implemented changes are making the desired impact.

Required Qualifications

• Bachelor's degree or 4 years of customer service experience in an education, administrative, or office setting. Year-for-year experience may substitute for education.
• Experience showing a high standard of professionalism and customer service in all interactions
• Experience organizing and prioritizing necessary workloads.
• Experience working both independently and collaboratively within a team.