Administrative Assistant 2 - Investigative Assistant

Salary : $48,422. 40 - $71,198. 40 Annually

Location : Des Moines - 50321 - Polk County, IA

Job Type: Full-time

Job Number: 25-01127

Agency: 427 Department of Inspections, Appeals & Licensing

Opening Date: 11/06/2024

Closing Date: 1/15/2025 11:59 PM Central

LinkedIn Tag: #LI-POST

Point of Contact: Tiffany Allison; ***



The Iowa Department of Inspections, Appeals, and Licensing (DIAL) is seeking a highly motivated, skilled, solution-oriented, and enthusiastic professional to join our regulatory department and serve as an Investigative Assistant within our Licensing Division at our central office near Valley Junction in Des Moines, Iowa.

Who We Are
DIAL's mission is to Achieve Compliance through Education, Regulation, and Due Process for a Safe and Healthy Iowa. Our goal is to be an effective, efficient and approachable regulatory agency.

DIAL is a multifaceted regulatory agency charged with protecting the health, safety, and well-being of Iowans, and is comprised of eight core operational divisions: Administrative Hearings, Building & Construction, Health & Safety, Investigations, Labor/OSHA, Licensing, Workers' Compensation, and Administration.

The Investigations and Inspections Bureau of the Licensing Division is responsible for fielding complaints and overseeing the investigatory/disciplinary process. Investigation types include, but are not limited to, patient boundary issues, competency concerns, infection control, drug diversion, and failure to comply with Board orders.

The Investigative Assistant position reports to the Bureau Chief of Investigations and Inspections and will serve as the key contact regarding all aspects of the complaint, investigative and disciplinary process. A background in investigations or case management, including detailed reporting and management of a high volume of cases, is desirable. This position will be located at 6200 Park Avenue in Des Moines.

What We're Seeking
The successful candidate for this fast-paced position is a motivated, organized, and detail-focused individual. Applicants should have a proven track record of completing tasks on a strict deadline, experience working with diverse populations, work well in a team environment and have a desire to learn rules for various professions.

Desired skills and abilities include:

• Excellent written and verbal communication skills
• Conducts business in a professional, courteous and approachable manner
• Displays high standards of professional and ethical conduct
• Detail oriented and committed to providing high quality service
• Ability to gain a strong working knowledge of all statutes, administrative rules, and professional standards
• Ability to work collaboratively with team members, supervisors, and both internal and external partners

• Answers agency phone and forwards calls to appropriate individuals.
• Answers questions for the public who call with questions pertaining to licensing and the complaint process. Provides service to individuals who require assistance completing the complaint form.
• Interacts with other agency staff; employers; state, federal, county or law enforcement and other officials and the general public to obtain and provide information.
• Researches, maintains, compiles, evaluates records, reports and compiles supporting documents for information processing and retrieval purposes.
• Corresponds and educates both internal and external customers in writing and over the phone, including the ability to deescalate stressful situations.

• Serve as key contact, to both the public and licensees, regarding all aspects of the complaint, investigative and disciplinary process.
• Review and prioritize all complaints received; determine, based on severity of complaint, which will be routed directly to the Board, which can be addressed through subpoena, and which require investigation.
• Enter and maintain all investigative files in database and regularly monitor the status of outstanding complaints.
• Send necessary correspondence to complainants, patients and licensees.
• Update investigative files as additional information becomes available.
• Provide direction and planning assistance to the Health Professions Investigators to coordinate all investigations.
• Provide complaint information and background information to the Boards Health Professions Investigators.
• Monitor and documents investigations currently pending.
• Correspond with complainant and licensee relative to status of investigations.
• Secure further investigative information upon request from complainant, peer reviewer, licensee or Board.
• Resolve complaints, by working with the licensee and complainant, related to the access of patient records.
• Handle administrative tasks of the investigative process such as requesting and analyzing reports from the Prescription Monitoring Program or evidence shared from other enforcement agencies such as insurance companies or other state and federal agencies.
• Develop and maintain data sources and tracking mechanisms for complaints about Board actions related to discipline.

• Ensure that all complaints and investigative materials are appropriately compiled and organized for Board member review.
• Attend Board meetings, Committee meetings and Teleconference calls.
• Forward all disciplinary action to parties requesting this information, such as insurance companies, other state agencies, National Practitioner Data Bank, etc.
• Oversee the compilation of information, including patient records, radiographs, etc. for Board review at Board meetings.
• Conduct research on previous Board actions; provide the Executive Director and Board with historical context during closed sessions.
• Provide quarterly reports to the Executive Director as requested regarding complaint data and trends.
• Prepare investigative file for hearing.
• Write Letters of Warning and Letters of Information at the Board's request.

• Transmit final Decisions and Orders of the Board to reporting agencies such as National Practitioners Data Bank conforming to and implementing laws concerning such dissemination.
• Forward all disciplinary action to parties requesting this information, such as insurance companies, other state agencies, National Practitioner Data Bank, etc.
• Monitors malpractice complaints received by the Board office. Forwards all necessary correspondence to patients and licensees involved.