Program Specialist 2 - Professional Certification Office
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Apply to Program Specialist 2 - Professional Certification Office at State of Washington, WAJob details
- Location
- Olympia, Washington
- Work type
- Hybrid
- Compensation
- $45,924 - $61,332/yr
- Posted
- yesterday
- Apply on
- governmentjobs.com
About this role
About the Department
GENERAL SERVICE
JOB ANNOUNCEMENT
Program Specialist 2 - Professional Certification Office
$45,924–$61,332 annually
Closes August 07, 2026
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: 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: 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: 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: 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.
- Experience answering a high volume of phone calls and responding to emails for extended periods.
- Experience with Microsoft Office Applications (Outlook, Word, Excel, etc.)
- Must reside in the state of Washington
- Must be able to work from OSPI’s Olympia, WA Office.
- Minimal travel will be required
- Must be able to work Monday through Friday, 8:00 a.m. to 5:00 p.m., and maintain excellent attendance.
Desired Qualifications:
- 1 year of experience in educator certification or other education-related work.
Compensation
The annual compensation for the position is $45,924–61,332 per year and depends upon experience, educational background, and qualifications. Geographic differentials may be applied based on the successful candidate's work location. Washington State offers a generous benefits package, including health, dental, and life insurance, retirement, and an optional deferred compensation program. Please visit Health Care Authority for information on health benefits and the Department of Retirement Systems for retirement plan information. This is a general service position. This position is not represented by a bargaining unit.
Application Process
Those interested in this position must apply through Careers.wa.gov. Applications must include the following documents in MS Word and PDF format only:
- A letter of interest specifically addressing the qualifications listed in this announcement;
- A current résumé; and
- A list of three or more professional references.
Please address any questions to:
Sal Salazar, Human ResourcesOffice of Superintendent of Public Instruction
600 Washington Street Southeast
Olympia, Washington 98504-7200
360-725-6278: [email protected]
Persons needing accommodation in the application process or this announcement in an alternative format may contact the Human Resources Office at (360) 725-6270 or (360) 725-6066, or e-mail [email protected].
New Jobs Alert Service
OSPI offers a subscription service, which regularly notifies subscribers of new OSPI employment opportunities on careers.wa.gov. Subscribers are notified via text or email alert. If you are interested in this service, please subscribe at this location.
OSPI is an equal opportunity employer and encourages applications from job seekers who will contribute to our diversity. OSPI provides equal access to all programs and services without discrimination based on sex, race, creed, religion, color, national origin, age, honorably discharged veteran or military status, sexual orientation including gender expression or identity, the presence of any sensory, mental, or physical disability, or the use of a trained dog guide or service animal by a person with a disability. If you would like, please include your name and gender pronouns in your application so we can address you appropriately throughout the process. Persons needing accommodation in the application process or in this announcement in an alternative format may contact the human resources consultant listed under “Application Process.”
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
- Yes
- No
- I have little experience independently managing high-volume calls or providing application-related customer service
- I have some experience handling customer calls and providing customer service but have limited experience with high-volume, application-related work or independent issue resolution.
- I independently managed a moderate to high volume of calls in a similar customer service setting and routinely researched information, answered inquiries, resolved issues, and provided professional customer service.
- I independently managed 30+ calls per day in an application licensing office or application-related call center, researched information, resolved customer issues, and consistently provided professional customer service.
- None of the above
- I have little experience independently researching and responding to customer inquiries via email in an application, licensing, permitting, or credentialing environment.
- I have some experience responding to customer inquiries via email and explaining policies, procedures, or application processes, but my experience is limited or indirect.
- I have experience independently researching and responding to customer inquiries via email in a similar environment and explaining policies, procedures, requirements, and application processes.
- I have extensive experience independently researching and responding to a high volume of customer inquiries via email in an application, licensing, permitting, or credentialing environment, including clearly explaining policies, procedures, requirements, and application processes.
- None of the above
- Yes
- No
- Yes
- No
- Yes
- No
- Yes
- No
- Careers.wa.gov
- OSPI Jobs Page
- OSPI Employee Referral
- Military Outreach Event
- Career Fair
- Other
- Yes
- No
Required Question
Agency Information
EmployerState of WashingtonAddress View Job Posting for Agency InformationView Job Posting for Location, Washington, 98504 Website http://www.careers.wa.gov