Mass.gov
Licensing Support Specialist - Cosmetology and Barbering Unit
Mass.gov, Boston, Massachusetts, us, 02298
The new address of this position will be 1 Federal Street, Boston, MA 02110 in 2025.
The non-negotiable annual salary for this position is $52,939.90 (NAGE Unit 1, Grade 15A, Step 1).
About the Organization:
The Division of Occupational Licensure (DOL), an agency within the Office of Consumer Affairs and Business Regulation (OCABR), protects consumers by making sure the professionals they hire comply with state licensing laws. DOL oversees 26 boards of registration, which license and regulate more than 500,000 individuals and businesses to practice over 100 trades and professions. DOL also licenses and regulates the Office of Public Safety and Inspections (OPSI) and the Office of Private Occupational School Education (OS).
The mission of DOL is to protect the public health, safety, and welfare by licensing qualified individuals and businesses to provide services to consumers. In addition, it is the duty of the DOL to ensure fair and consistent enforcement of the licensing laws and regulations. DOL seeks to promote consumer protection, a fair and competitive marketplace, and education and outreach.
The Division of Occupational Licensure is committed to creating and sustaining a work culture that is welcoming, inclusive, and mutually respectful to all its employees regardless of race, color, age, creed, religion, national origin, ethnicity, sex, gender identity or expression, sexual orientation, genetic information, veteran or disability status. We strive to reflect diversity in all facets and levels of our agency. The Division of Occupational Licensure values inclusiveness and diversity within their employee and management teams. Within our community, we strive to create and maintain working and learning environments that are inclusive, equitable, and welcoming.
The Division of Occupational Licensure is committed to ensuring a diverse and inclusive workplace where all employees feel respected, valued, and empowered to maximize their skills and talents to serve our citizens.
About the Role:
The Licensing Support Specialist (Office Support Specialist I) provides administrative support to all boards of registration within the Division of Occupational Licensure's Cosmetology and Barbering Unit. Primary responsibilities and duties include: answering phones and voicemails; opening and responding to mail and e-mail; processing license applications and renewals; filing or scanning documents; serving as the primary customer service representative for inquiries referred to a board from the DOL Welcome Center; as necessary or assigned, working in DOL's Welcome Center and providing customer service and in-person support to visitors to DOL's Boston office; and other office and administrative tasks or projects. The Licensing Support Specialist may perform other duties or be assigned other boards of registration at any time, based on the operational needs of the Agency.
Duties and Responsibilities:
(these duties are a general summary and not all inclusive) Process license applications, including logging and notifying applicants of their application status and/or preparing the application for board review. Input and download data necessary for issuing a license, when appropriate. Produce certified statements of licensure. At the direction of the Executive Director ("ED") or Associate Deputy Commissioner, assist with the scheduling of and preparation for board meetings. Also assist with follow-up from meetings in a timely fashion, as requested. Act as a liaison between the Division and board licensees as well as the public. This includes, but is not limited to, answering routine office correspondence relative to board regulations, policies, licensing laws, complaints, and applications processes, under the guidance and supervision of the ED or Associate Deputy Commissioner. Maintain files and records of complaints, correspondence, electronic records, and telephone responses/inquiries. At the direction of the ED or Associate Deputy Commissioner, assist in keeping accurate information available to the public. This includes coordinating with the webmaster regarding postings on the website, maintaining up-to-date applications, and informing identified parties of meeting cancellations. Serve as the primary customer service agent for assigned boards. Receive and respond to/assist with walk-ins, written, telephone, and e-mail inquiries. Answer and/or refer to appropriate parties for action in a timely fashion. As directed by the ED or Associate Deputy Commissioner, compose letters, memoranda, and reports and review these documents for completeness, content, typographical errors, and compliance with regulatory and statutory guidance. At the direction of the ED or Associate Deputy Commissioner, assist with continuing education audits, which includes notifying licensees, reviewing audit material submitted, and following through with board action when appropriate. At the direction of the ED or Associate Deputy Commissioner, act as a liaison with examination vendors, including receiving and processing exam scores, rosters, submitting approved applicants for examination, and coordinating exam process with vendors. Review, analyze, and update statistical data concerning board activities, including the audit of vendor data/license downloads. Perform related duties as assigned, including assisting other managers or staff, when necessary or requested by the ED or Associate Deputy Commissioner. Serve as a customer service point of contact for board inquiries referred from DOL’s Welcome Center. Specifically, respond to all walk-in visitors, phone inquiries, and email inquiries submitted to the Unit or other assigned DOL boards. Provide general administrative support to all DOL boards/units and the DOL Welcome Center. Preferred Knowledge, Skills, and Abilities: Excellent customer service skills. Strong communication skills, both verbal and written. Knowledge of the licensing process within the Division of Occupational Licensure. Previous state/local government experience. Ability to communicate effectively. Ability to write concisely, express thoughts clearly, and develop ideas in a logical sequence. Ability to use proper grammar, punctuation, and spelling. Ability to make recommendations. Ability to multi-task and prioritize. Ability to prepare documents and reports accurately. Ability to assist customers of diverse backgrounds. Ability to follow guidelines and procedures. Knowledge of software applications such as desktop publishing, project management, spreadsheets, and database management. Ability to work independently and in teams. Organizational skills. Based on assignment, the ability to supervise and assign work effectively. All applicants should attach a cover letter and resume to their online submission for this position. First consideration will be given to those applicants that apply within the first 14 days. Office Support Specialist I: Applicants must have at least (A) two years of full-time, or equivalent part-time, experience in administrative work experience or (B) any equivalent combination of the required experience and the substitutions below: Substitutions: I. An Associate's or higher degree with a major in business administration, business management, or public administration may be substituted for the required experience. II. An Associate's or higher degree with a major other than in business administration, business management, or public administration may be substituted for a maximum of one year of the required experience. Educational substitutions will only be permitted for a maximum of two years of the required experience. Comprehensive Benefits: When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future. Want the specifics?
Explore our Employee Benefits and Rewards! An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.
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(these duties are a general summary and not all inclusive) Process license applications, including logging and notifying applicants of their application status and/or preparing the application for board review. Input and download data necessary for issuing a license, when appropriate. Produce certified statements of licensure. At the direction of the Executive Director ("ED") or Associate Deputy Commissioner, assist with the scheduling of and preparation for board meetings. Also assist with follow-up from meetings in a timely fashion, as requested. Act as a liaison between the Division and board licensees as well as the public. This includes, but is not limited to, answering routine office correspondence relative to board regulations, policies, licensing laws, complaints, and applications processes, under the guidance and supervision of the ED or Associate Deputy Commissioner. Maintain files and records of complaints, correspondence, electronic records, and telephone responses/inquiries. At the direction of the ED or Associate Deputy Commissioner, assist in keeping accurate information available to the public. This includes coordinating with the webmaster regarding postings on the website, maintaining up-to-date applications, and informing identified parties of meeting cancellations. Serve as the primary customer service agent for assigned boards. Receive and respond to/assist with walk-ins, written, telephone, and e-mail inquiries. Answer and/or refer to appropriate parties for action in a timely fashion. As directed by the ED or Associate Deputy Commissioner, compose letters, memoranda, and reports and review these documents for completeness, content, typographical errors, and compliance with regulatory and statutory guidance. At the direction of the ED or Associate Deputy Commissioner, assist with continuing education audits, which includes notifying licensees, reviewing audit material submitted, and following through with board action when appropriate. At the direction of the ED or Associate Deputy Commissioner, act as a liaison with examination vendors, including receiving and processing exam scores, rosters, submitting approved applicants for examination, and coordinating exam process with vendors. Review, analyze, and update statistical data concerning board activities, including the audit of vendor data/license downloads. Perform related duties as assigned, including assisting other managers or staff, when necessary or requested by the ED or Associate Deputy Commissioner. Serve as a customer service point of contact for board inquiries referred from DOL’s Welcome Center. Specifically, respond to all walk-in visitors, phone inquiries, and email inquiries submitted to the Unit or other assigned DOL boards. Provide general administrative support to all DOL boards/units and the DOL Welcome Center. Preferred Knowledge, Skills, and Abilities: Excellent customer service skills. Strong communication skills, both verbal and written. Knowledge of the licensing process within the Division of Occupational Licensure. Previous state/local government experience. Ability to communicate effectively. Ability to write concisely, express thoughts clearly, and develop ideas in a logical sequence. Ability to use proper grammar, punctuation, and spelling. Ability to make recommendations. Ability to multi-task and prioritize. Ability to prepare documents and reports accurately. Ability to assist customers of diverse backgrounds. Ability to follow guidelines and procedures. Knowledge of software applications such as desktop publishing, project management, spreadsheets, and database management. Ability to work independently and in teams. Organizational skills. Based on assignment, the ability to supervise and assign work effectively. All applicants should attach a cover letter and resume to their online submission for this position. First consideration will be given to those applicants that apply within the first 14 days. Office Support Specialist I: Applicants must have at least (A) two years of full-time, or equivalent part-time, experience in administrative work experience or (B) any equivalent combination of the required experience and the substitutions below: Substitutions: I. An Associate's or higher degree with a major in business administration, business management, or public administration may be substituted for the required experience. II. An Associate's or higher degree with a major other than in business administration, business management, or public administration may be substituted for a maximum of one year of the required experience. Educational substitutions will only be permitted for a maximum of two years of the required experience. Comprehensive Benefits: When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future. Want the specifics?
Explore our Employee Benefits and Rewards! An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.
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