Program Support Specialist

General Job Information

Job Summary

This position is located in the Department of Licensing and Consumer Protection (DLCP), Business Professional Licensing Administration, Customer Service Division. The Program Support Specialist is responsible for providing program and administrative support for the Customer Service Division. The candidate selected will participate in the identification of the need for, planning, organizing, and conduct of analytical studies based on examination of management needs as it relates directly with Customer Service.

Duties and Responsibilities

Participates in analytical studies based on examination of management needs. Identifies researches and analyzes programs issue or problems; and presenting results.

Evaluates current procedures to improve operational efficiency, and makes recommendations to improve program(s) activities and services. Recommends administrative strategies or changes in internal operating procedures to incorporate new requirements, and to improve, expedite and eliminate management problems. Participates in the development of procedures and guidelines in order to satisfy the goals of the department or agency. Devises means of improvement, and consolidates and/or standardizes administrative forms and procedures.

Provides immediate and continuing support by briefing the supervisor on a variety of confidential matters pertaining to administrative operations, recommending courses of action, and keeping him/her informed of activities occurring in the absence of the supervisor from the office for extended periods. Interviews and explains specific requirements to applicants/customers; identifies and resolves discrepancies on applications and/or other documentation, as possible, or refers appropriately.

Handles routine complaints and problems referred by staff, or as directed by the supervisor. Assists in the development and maintenance management system to ensure the adequate filing of documents, easy retrieval of records, correspondence, required documentation and other essential program information. As requested, obtains, coordinates, and prepares or edits responses for administrative and programmatic information requests.

Receives and reviews incoming correspondence, performs required research and prepares replies, within parameters assigned by the supervisor. Makes effective use of computers and word processing equipment in writing and related work assignments.

Qualifications and Education

Specialized experience is experience which is directly related to the position which has equipped the individual with the knowledge, skills and abilities to successfully perform the duties of the position to include the program policies, procedures and controls related there the position, and the responsibilities of key officials. To be creaditable, 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.

Licenses and Certifications

None.

Working Conditions/Environment

The work is primarily performed in routine office setting.

Other Significant Facts

Tour of Duty: Monday

• Friday 8:15AM- 4:45PM

Pay Plan, Series and Grade: CS-0301-09

Promotion Potential: No Known Promotion Potential

Collective Bargaining Unit (Union): This position is covered under a collective bargaining unit AFSCME 2743 and you may be required to pay an agency service fee 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.

EEO Statement: The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, sex (including pregnancy), national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, status as a victim or family member of a victim of domestic violence, a sexual offense, or stalking, or any other legally-protected status within the limits imposed by applicable District and federal laws and regulations.