Consumer Protection Education Supervisor

About the Department

This position supervises the Education component of the Corporations and Charities Division Consumer Protection Education & Mobile Services (CPEMS) programs. CPEMS is a far-reaching program with statewide, national, and international impacts. As a specialist within a program with statewide impact, this position manages the consumer protection education component and assists the CPEMS Program Manager with additional components of the broader program. 

The Education work unit promotes public trust through consumer protection education, outreach, and engagement. The unit provides education related to fraud awareness, charitable organizations and donor information, business and nonprofit filing compliance, and available government resources. This position ensures educational information and services are accurate, consistent, accessible, and aligned with applicable state, federal, and international laws and regulations, including those administered by or that intersect with the programs of the Corporations and Charities Division, as well as established policies, procedures, and divisional management direction.

This position reports to the CPEMS Program Manager and is responsible for supervising Education staff, implementing program processes and performance standards, monitoring work quality and program outcomes, and identifying opportunities for improvement. The position provides specialized technical assistance and educational information to the general public, customers, businesses, nonprofit and charitable organizations, community partners, the legal community, and governmental agencies.

The position works collaboratively with other division work units and external partners to coordinate education, maintain consistency of information and service, identify emerging customer needs, and support the division’s mission of promoting public trust through consistency of service.

Success in this position requires strong attention to detail, the ability to translate complex filing and regulatory requirements into understandable educational information, effective staff development and accountability, and the ability to identify and recommend improvements that strengthen statewide consumer education and service delivery.

Position Duties

Manages, implements, and maintains procedures and policies pertaining to the Education component of the statewide Consumer Protection Education & Mobile Services (CPEMS) Program.

Tasks include: 

• Implements and maintains Education Program standards, engagement frameworks, instructional priorities, procedures, and policies as established in collaboration with the CPEMS Program Manager. Applies specialized knowledge of statutory and regulatory requirements administered by or intersecting with Corporations and Charities Division programs to ensure staff provide accurate and consistent educational information.

• Identifies and maintains collaborative partnerships with state agencies, community organizations, industry groups, and local hosts. Coordinates with partners to support educational events and expand access to consumer protection education across geographic areas, industries, and customer populations.

• Monitors customer interactions, recurring questions, filing and compliance trends, stakeholder feedback, and changes to laws, rules, policies, or filing requirements to identify emerging education needs. Analyzes findings and provides recommendations to the CPEMS Program Manager regarding educational priorities, content, and engagement opportunities.

• Collects and analyzes Education Program information, including event participation, audience reach, customer engagement, recurring education needs, and stakeholder feedback. Presents findings and recommendations to the CPEMS Program Manager to support program planning, evaluation, and decision-making.

• Implements approved improvements to Education Program content, engagement methods, procedures, and services. Establishes and maintains processes for Education staff to document customer and stakeholder feedback and ensures relevant information is elevated to the CPEMS Program Manager for consideration.

• Supervises and coordinates daily, weekly, and monthly Education engagement activities, including staff assignments, scheduling, educational materials and supplies, registration, attendance tracking, and event reporting.

• Evaluates Education activities and work processes for alignment with Office, Division, and CPEMS objectives. Identifies potential gaps or opportunities for improvement, communicates findings and recommendations to the CPEMS Program Manager, and implements approved changes.

• Supervises Education staff performance and utilizes productivity and tracking systems to monitor staff engagement activity, assigned work, work product quality, completion of responsibilities, and other work-unit performance measures. Uses this information to coach staff, establish accountability, and identify training or process improvement needs.

• Investigates system issues reported by Education staff or identified through customer engagement that may affect the accuracy or delivery of educational information and services. Communicates findings to the CPEMS Program Manager and appropriate system support staff and assists with implementation of identified workarounds or resolutions.

• Provides senior-level technical and business process guidance to Education staff and, as appropriate, internal and external stakeholders, governmental partners, community organizations, and institutions regarding programs administered by the Corporations and Charities Division and related requirements.

• Researches and responds to escalated or complex inquiries as assigned by the CPEMS Program Manager, including inquiries involving internal and external stakeholders, outside agencies, institutions, and the Secretary of State's Executive Office.

• Analyzes complex data and information related to Corporations and Charities Division programs. Reviews legal documentation submitted through Division filing systems, determines whether submissions meet applicable statutory filing requirements, and provides appropriate follow-up to support staff knowledge, customer education, and consistent service delivery.

• Utilizes Division and partner systems at a supervisory level, including the Corporations and Charities Filing System (CCFS), Apostille Database, Domestic Partnership Database, and Atlas (DOR/BLS partner portal).

• Operates Division-assigned and other state-owned vehicles, including gasoline, hybrid, and electric vehicles, to travel to and support Education Program events and activities throughout Washington State.

• Drives state vehicles to transport Education Program materials, supplies, equipment, and staff to and from education events, partner locations, and other assigned program activities.

  
  

Supervises the Education Program work unit within the Consumer Protection Education & Mobile Services (CPEMS) Program and provides on-site support of program staff. Assists in supporting the Mobile Services component of the program.

Tasks include: 

• Supports in the management, implementation, and maintenance of procedures and policies for the Consumer Protection Education & Mobile Services Program.

• Ensures the CPEMS Education staff meet Division standards for legal compliance, timeliness, and accuracy of work conducted. These include metrics reported to the Office of Financial Management.

• Implements Division initiatives, policies, procedures, and assigned strategies within the Education work unit, in consultation and collaboration with the Consumer Protection Education & Mobile Services Program Manager.

• Manages and implements the day-to-day work and assignments of the CPEMS Education staff.

• Uses subject matter expertise to provide quantitative and qualitative responses to direct reports and Division system users regarding technical operations and requirements, program procedures, complex internal/external stakeholder and customer inquiries, and complex filing issues pertaining to the Consumer Protection Education & Mobile Services operations, purposes, and processes.

• Plans, leads, organizes, and/or implements training plans for the CPEMS Education staff, in consultation and collaboration with the Consumer Protection Education & Mobile Services Program Manager. 

• Provides training and tools to help program staff understand the Corporations and Charities Filing System and ancillary support and filing systems so they can effectively support the Consumer Protection Education & Mobile Services Program mission, present business filing information to customers, and review and file complex legal documents.

• Mentors and coaches CPEMS Education staff in their professional growth, identifies and recommends relevant training to support their continuous development. 

• Provides training and consultation to the CPEMS Education staff to ensure adherence to established operational policies and procedures. Ensures that staff are meeting the needs of internal and external stakeholders.  

• Develops and implements performance expectations and conducts Performance and Development Plan (PDP) evaluations of subordinate staff annually.

• Supports a diverse workforce by championing the OSOS and Division core values. Exemplifies the grace, patience, and emotional intelligence necessary to be an effective leader within the Division. Always maintains mission-focused professionalism.

Miscellaneous
Tasks include:

• Participates in special projects.

• Participates in cross-training and shadowing within the Division.

• Attends conferences as a representative of the Corporations and Charities Division.

• Other duties as assigned.

Minimum Qualifications

REQUIRED QUALIFICATIONS 

• Three years of experience providing support to staff or a program including, but not limited to, interpreting policy and instructing others on application of policies, representing a program or office to clients, interacting with members of the public, composing correspondence, scheduling appointments and meetings, or coordinating events
• Ability to efficiently use a personal computer and applicable software to successfully perform the essential job functions of the position
• One year of supervisory experience performing interviews, hiring, training, assigning tasks, directing work, and evaluating staff work outputs. 

PREFERRED/DESIRED QUALIFICATIONS

• Proficient in one of the following languages: Spanish, Ukrainian, German, Korean, and/or ASL; reading, writing, and verbal communication.
• Ability to work with a high degree of accuracy and attention to detail.
• Experience with database queries, data entry forms, and/or reports; importing data from other sources, sorting records by multiple fields, locating records, and organizing by specialized criteria.
• Experience applying knowledge of agency laws, regulations, and procedures in resolving inquiries, complaints, and problems while maintaining appropriate confidentiality and professionalism.
• Experience developing and facilitating training and documentation procedures.
• Experience working within an electronic workflow environment.
• Experience using scanning software and tools.
• Experience working in diverse intersectional communities.
• Ability to facilitate public speaking presentations, including equipment set-up, operation, and audience engagement.

PLEASE READ: If you have gotten this far and are thinking you do not qualify, consider again. Studies have shown that members of historically marginalized and underrepresented communities, specifically women and people of color, are less likely to apply to jobs unless they clearly meet every single qualification. 
                
At the Office of the Secretary of State, we are dedicated to building a diverse and authentic work force with a foundation of belonging. If you are excited about this role and have relevant experience and skills, but question whether your experience aligns perfectly with every qualification in the job description, we encourage you to apply regardless. You may just be the ideal candidate this office needs.

Other Qualifications

WORKING CONDITIONS
The incumbent will work primarily in an office environment with standard office environment; as well as a remote work environment using state-issued equipment. Requires both computer-focused and sedentary work as well as physical activity during events and presentations. Must be available to work a designated shift during the division's core work hours of Monday – Friday, 7:00 AM to 6:00PM.  Must be available for flexible work hours outside of the division’s core work hours to attend education, engagement, and mobile services events. Ability to work occasional overtime on weekends and/or evenings as needed to attend education, engagement, and mobile services events. In-state travel for education, engagement, and mobile services events will be required for up to 50% of the work schedule, including overnights. Out-of-state travel for conferences, training, and professional development will be required.  The incumbent in this position will engage with internal and external customers via phone, email, chat, in-person, and virtual methods. Ability to provide high-quality customer service with attention to detail, focus on quality, and productivity. Ability to work in diverse communities and teams with varying communication styles. Ability to communicate information in oral and written formats. The incumbent must represent the Office of the Secretary of State in a competent, confident, and professional manner including professional dress. Strong customer service skills are a must for this position.

Special Requirements/Conditions of Employment

• Current Washington state driver's license or have requested and obtained an appropriate accommodation.

How to Apply:

• To be considered for this position you must attach the following:
  • Letter of interest describing how your experience and qualifications relate to the duties and qualifications of the position.
  • Current Resume
  • Three Professional references. Personal references will not be considered.
• You must complete the supplemental questions at the end of this application. Incomplete responses such as "see resume" will not be considered. 
• All veterans must include a copy of your DD214 to receive preference in the hiring process.  You must redact your social security number before attaching it to your application.

The Office of the Secretary of State is an equal opportunity employer (EOE). We do not discriminate on the basis of religion, age, gender, marital status, color, creed, national origin, political affiliation, military status, gender identity, sexual orientation, gender identity, or any sensory, mental or physical ability. All interested candidates are encouraged to apply. Persons of disability needing assistance in the application process, or those needing the announcement in alternative format, should call (360) 704-5211.

Benefits

More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note:  If the position offers benefits which differ from the following, the job posting should include the specific benefits. 

Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS).  New employees have the option of two employer contributed retirement programs.  For additional information, check out the Department of Retirement Systems' web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP).  This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays 
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday. 

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave 
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave. 

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.  

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave
Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave 
Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave
Leave Sharing
Parental Leave
Family and Medical Leave Act (FMLA)
Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026

Supplemental Questions

Required Question

Agency Information

EmployerState of WashingtonAddress View Job Posting for Agency Information

View Job Posting for Location, Washington, 98504 Website http://www.careers.wa.gov