Intake Specialist (Administrator III): DORA/Division of Civil Rights-Hybrid

Department Information

This announcement may be used to fill multiple vacancies.

The Department of Regulatory Agencies (DORA) is dedicated to preserving the integrity of the marketplace and is committed to promoting a fair and competitive business environment in Colorado.

Consumer protection is our mission.

DORA values and promotes diversity, supporting a workplace that is inclusive of people from different backgrounds and experiences; creating an environment that is reflective of our communities; promoting positive relationships; and putting forth unique perspectives to fulfill our mission.

• Employer-sponsored RTD EcoPass, with offices located at Civic Center Plaza, above the RTD Civic Center station and just a few blocks from RTD light rail.
• Extensive work-life programs such as flexible schedules, training and professional development opportunities on a wide variety of subjects, and more!
• Employee wellness programs, including the Colorado State Employee Assistance Program (CSEAP), which provides free, confidential counseling services.
• Bike-to-work programs, including access to storage lockers and bike racks.
• Flexible retirement benefits, including a choice of the PERA Defined Benefit Plan or the PERA Defined Contribution Plan, plus optional 401K and 457 plans.
• Medical and Dental Health Insurance for employees and optional coverage for their dependents.
• Life Insurance for employees, and optional coverage for their dependents.
• Paid Time Off, including 11 paid holidays.
• Short- and long-term disability coverage.
• Tuition assistance program.

Description of Job

Position: SDA 3201

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  Reviewing submitted intake inquiries from potential complaining parties (“PCPs”) to determine if the Division can investigate the allegations within its jurisdiction under the general categories of employment, housing, and/or public accommodations;
• Collecting information and evidence in numerous ways, including document review, internet searches, checking business registrations within the State of Colorado, reviewing the Division’s own case management systems for prior complaints against the same or similar entities, and reviewing relevant laws or rules regarding the naming of parties within the formal complaint;
• Providing information to the public via telephone, mail, e-mail, fax, and walk-ins regarding the process for filing a complaint of discrimination by relying on applicable laws, rules, and regulations. Drafting correspondence to inquiries as needed;
• Creating intake inquiries in CaseConnect for potential complainants and formal complaints of discrimination, and processing all relevant information into the system;
• Providing back-up assistance to the DORA Welcome Center/front desk customer service representative as necessary by responding and answering public inquiries via telephone, mail, facsimile, e-mail, and walk-ins regarding the filing of any intake inquiry or formal complaint of discrimination, as well as general Division policies and rules and timely referring such inquiries to appropriate staff;
• Maintaining accurate records of intake statistics, including the number of inquiries assigned, complaints drafted, withdrawal requests received, hold/no jurisdiction letters drafted, and total signed complaints received and processed;
• Submitting weekly reports regarding all required Intake statistics to the unit supervisor on at least a monthly basis; AND
• Utilizing the Division's CaseConnect system, as well as HUD Enforcement Management System (HEMS) system for all dual-filed Housing matters, in memorializing all activity in their assignments, including notable communications with parties, updates about status, or uploading of relevant documentation.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

• Six (6) years of full-time professional* work experience in one of these fields: legal environment, law firm, administrative and/or civil law setting, human resources, insurance industry, government setting, or public sector that must include the following:
  • Gathering, interpreting, and/or analyzing evidence, data, and relevant facts in complex cases, and applying applicable laws as appropriate;
  • Preparing relevant, complete, and accurate reports that reflect pertinent facts in a clear, concise, unbiased and objective manner;
  • Experience interviewing witnesses to gather relevant information for potential follow up processes.

• Associate’s Degree and Experience: Graduation from an accredited college or university with an associate’s degree in Business, Business Administration, Law, Criminal Justice, Legal Studies, Political Science, Public Administration, Public Policy, or a field of study related to the work assignment; AND
• Four (4) years of full-time professional* work experience in one of these fields: legal environment, law firm, administrative and/or civil law setting, human resources, insurance industry, government setting, or public sector that must include the following:
• Gathering, interpreting, and/or analyzing evidence, data, and relevant facts in complex cases, and applying applicable laws;
• Preparing relevant, complete, and accurate reports that reflect pertinent facts in a clear, concise, unbiased and objective manner;
• Experience interviewing witnesses to gather relevant information for potential legal claims.

• Bachelor’s Degree and Experience: Graduation from an accredited college or university with an associate’s degree in Business, Business Administration, Law, Criminal Justice, Legal Studies, Political Science, Public Administration, Public Policy, or a field of study related to the work assignment; AND
• Two (2) years of full-time professional* work experience in one of these fields: legal environment, law firm, administrative and/or civil law setting, human resources, insurance industry, government setting, and/or public sector that must include the following:
• Gathering, interpreting, and/or analyzing evidence, data, and relevant facts in complex cases, and applying applicable laws;
• Preparing relevant, complete, and accurate reports that reflect pertinent facts in a clear, concise, unbiased and objective manner;
• Experience interviewing witnesses to gather relevant information for potential legal claims.

Document this experience in your application IN DETAIL, as your experience will not be inferred or assumed. Part time experience will be prorated.

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  Partial credit toward the degree requirement will be given for completed college/university coursework that did not result in a degree. A master's or doctorate degree from an accredited college or university in a field of study related to the work assignment will substitute for the bachelor's degree requirement.

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  Professional work involves exercising discretion, analytical skill, judgment and personal accountability and responsibility for creating, developing, integrating, applying, and sharing an organized body of knowledge that characteristically is: uniquely acquired through an intense education or training regimen at a recognized college or university; equivalent to the curriculum requirements for a bachelor's or higher degree with major study in or pertinent to the specialized field; and continuously studied to explore, extend, and use additional discoveries, interpretations, and application and to improve data, materials, equipment, applications and methods.

Preferred Qualifications:

• Demonstrated professional* experience working with and/or knowledge of the laws, rules and regulations of a state Civil Rights Division or similar administrative process;
• Demonstrated professional* experience reviewing and revising legal and/or quasi-legal documents, including complaints and/or investigative reports;
• Experience conducting research on relevant legal and/or quasi-legal issues;
• Demonstrated professional* experience utilizing case management databases and/or systems;
• Experience working with federal and local agencies, such as the U.S. Equal Employment Opportunity Commission (EEOC) and the U.S. Department of Housing and Urban Development/Office of Fair Housing and Equal Opportunity (HUD/FHEO) to promote and protect civil rights;
• Demonstrated experience working in a high stress, fast-paced, high profile environment, and adapting to shifting priorities;
• Experience working according to detailed policies, procedures, and strict deadlines;
• Experience communicating with people of diverse cultural, ethnic, and/or socioeconomic backgrounds;
• Fluency in speaking, reading, and writing in Spanish.

Required Competencies: The following knowledge, skills, abilities, and personal characteristics are required competencies and may be considered during the selection process (including examination and/or interview):

• Demonstrated written communication skills, including the ability to convey information to various stakeholders in a clear, accurate, and concise written manner;
• Demonstrated verbal communication skills, including the ability to effectively convey information to audiences in a concise manner;
• Demonstrated interpersonal skills, including the ability to collaborate with various stakeholders;
• Active-listening skills, including the ability to interview various parties to elicit only the information that is pertinent and relevant to the case;
• Customer service skills, including the ability to deal diplomatically with intense customer interactions;
• Demonstrated attention to detail;
• Demonstrated critical thinking and analytical skills, including having the ability to evaluate information in order to apply knowledge and to decide on the most appropriate course of action;
• Demonstrated ability to read, understand, interpret, apply, and explain laws, rules, policies, and procedures;
• Problem solving skills, including the ability to identify potential problems and use internal guidance in order to find solutions to complex problems;
• Flexibility and adaptability, including the ability to multi-task to effectively manage competing and constantly changing priorities in order to meet tight deadlines;
• Demonstrated organizational skills, including planning, prioritizing, and time management in order to meet deadlines;
• Demonstrated time management skills, including the ability to multi-task to effectively manage competing and constantly changing priorities in order to meet tight deadlines;
• Demonstrated ability to understand and abide by workplace principles, practices and behaviors as internally identified and defined by the division and department;
• Demonstrated ability to read, understand, interpret, apply, and explain laws, rules, policies, and procedures;
• Sound judgment and the confidence to make decisions on a routine basis;
• Ability to travel independently, including work in-office, as required by business needs and scheduled by the supervisor;
• Integrity and high ethical standards;
• Accountability, reliability, including attendance;
• Ability to maintain confidential, controversial, or sensitive information;
• Self-starter, including the ability to work independently, learn new processes, utilize own knowledge and that of supervisor, and complete work with minimal supervision;
• Demonstrated professional demeanor;
• Knowledge and understanding in the use of PC software applications including Microsoft Office (Access, Word, Excel, etc.), and Google Suite (Doc’s, Sheets, Slides, etc).

Conditions of Employment: Candidates who fail to meet the conditions of employment will be removed from consideration.

• The successful passing of a reference check and/or, if required, a background check.
  • A reference check may include but is not limited to: contacting previous and current supervisors to verify employment and discuss performance, a review of the personnel file, a review of the performance record, a review of job-related public information,etc.
  • The type of background check depends on the job duties of the position, and can include a review of any criminal record, credit report, and/or driving record.
• Ability to travel independently, including work in-office, as required by business need and scheduled by the supervisor.
• Applicants must have the ability and willingness to travel independently. This position requires the ability to travel up to 5% of the time, including traveling overnight and staying out over weekends when required; and the ability to transport equipment, including, but not limited to, laptop computers, printers, manuals, and supplies.

Supplemental Information

PLEASE READ - Required Application Materials

Interested individuals must submit the following online:

1. A completed State of Colorado Application (log-in to your current NeoGov account or create a NeoGov account to complete the online application). Note: Incomplete applications, including incomplete work history sections or "see résumé," "see attachment," or "see addendum" statements, will not be accepted in lieu of a completed application form.

2. A current email address on your application, as all communication pertaining to this position will be conducted via email. Please set up your email to accept messages from [email protected] and ‘@state.co.us’ addresses, and check your email often. Note: The department cannot guarantee the successful delivery of email, including incorrect filtering into junk mail folders.

3. A detailed cover letter, explaining how you meet the required competencies and how your accomplishments, qualifications, skills, areas of expertise, personal characteristics, etc. make you a good fit for this position; you may also attach additional documents that demonstrate this.

Comparative Analysis Process: Structured Application Review

Part of, if not the entire, comparative analysis process for this position will involve a review of the information you submit in your application materials; Therefore, it is paramount that in the experience portion of your application and cover letter, you describe the extent to which you possess the education, experience, and competencies outlined in the job announcement as well as the required and/or preferred qualifications/competencies. You are also encouraged to attach additional documents to that effect. Failure to include adequate information or follow instructions may affect your score and prevent you from competing in subsequent measures used to arrive at a top group of applicants.

Veterans’ Preference: Candidates who wish to assert Veterans’ Preference should attach a copy of their DD214 to their application. Failure to do so will result in being denied Veterans Preference.

The State of Colorado strives to create a Colorado for All by building and maintaining workplaces that value and respect all Coloradans through a commitment to equal opportunity and hiring based on merit and fitness.

The State is resolute in non-discriminatory practices in everything we do, including hiring, employment, and advancement opportunities.

Appeal Rights:

If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.

An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email, US Mail, faxed or hand-delivered within ten (10) calendar days from your receipt of notice or acknowledgment of the department’s action.

For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board go to spb.colorado.gov or refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov under Rules.