State of Iowa
Accelerated Customer Experience (ACE) Hearing Officer
State of Iowa, Ankeny, Iowa, United States, 50015
Salary :
$52,790.40 - $80,204.80 Annually Location :
Ankeny - 50021 - Polk County, IA Job Type:
Full-time Job Number:
26-00336 Agency:
645 Iowa Department of Transportation Opening Date:
08/08/2025 Closing Date:
8/18/2025 11:59 PM Central LinkedIn Tag:
#LI-POST Point of Contact:
Natasha Lewerke - Natasha.Lewerke@iowadot.us
Job Description Are you looking to help ensure quality and integrity of the State of Iowa's driver testing program? The Iowa Department of Transportation (DOT) is looking to hire a Driver's License Hearing Officer. Our team is committed to providing expert guidance and solutions to complex driver license and identification issues, ensuring that Iowa remains working and moving.
Iowa DOT's Mission is Making Lives Better Through Transportation. To accomplish our Mission, the person selected for this position will demonstrate actions and behaviors guided by the Iowa DOT's five CORE values: Safety First, People Matter, Customer Focused, Servant Leadership, and Integrity Without Exception.
Location : 6310 SE Convenience Blvd, Ankeny, Iowa 50021
Shift : 8:00 AM to 4:30 PM Monday through Friday; some travel required; flexible schedule
As an Accelerated Customer Experience (ACE) Hearing Officer
your duties will include, but are not limited to:
*Serve as a go-to resource and subject matter expert for over
600 Customer Services Bureau employees and county partners , providing guidance and support on complex driver's license issues.
*Handle
incapable driver hearings, discretionary hearings, informal appeals, and recalls , playing a crucial role in resolving advanced-level customer service escalations.
* Read, interpret, and explain Iowa Code and Administrative Rules
to various stakeholders including defense attorneys, prosecutors, and law enforcement to ensure compliance and proper license issuance.
*Lead in the
research and resolution of complex customer cases , enabling frontline staff to maintain high service levels and efficient workflow processing.
*Act as the
Department of Transportation's representative
in response to court subpoenas, including providing documentation and legal clarification when needed.
*Support leadership with
special projects and backup coverage
for various customer service roles, demonstrating flexibility and cross-functional competence.
NOTICE: This position is a covered position under the REAL ID Act of 2005, 49 U.S.C. § 30301 note, as further defined in 6 CFR Part 37. Any applicant selected for employment in this position must submit to and pass a background check of the form and content required by 6 CFR 37.45.
What we offer YOU:
- Competitive pay and benefits package including health, dental, flexible spending, and life insurance.
- Insurance benefits start first of the month following 30 days of employment. 2025 health and dental insurance premiums can be found
- Opportunities for professional growth and development.
- Paid time off effective immediately - biweekly vacation, separate sick leave, accruals rollover on a yearly basis, and 9 paid holidays per year.
- Iowa Public Employee Retirement System (IPERS) Retirement Package with employer match
- Optional 401A plan with employer contributions.
- Employee Discount Programs from a variety of vendors (vision, cellular, fitness, recreation, season passes, travel, counseling; legal, financial).
We encourage you to view more about the State of Iowa Employee benefits and costs at the !
You have the freedom to flourish in Iowa - Apply today!
The Iowa Department of Transportation is an equal opportunity employer. If you require a reasonable accommodation in completing any screening, interviewing, pre-employment testing, or otherwise participating in the selection process, please direct your request to the Affirmative Action & Equal Employment Opportunity (AA/EEO) Officer at:
Reasonable accommodation includes an interpreter, translator, written materials, modified equipment/devices, ADA access, etc. This does not include scheduling needs. Minimum Qualification Requirements
Applicants must meet at least one of the following minimum requirements to qualify for positions in this job classification:
1) Five years of full-time work experience in public administration (e.g., public-sector management, program oversight, strategic planning, or auditing).
2) All of the following (a and b):
a. One year of full-time work experience in public administration (e.g., public-sector management, program oversight, strategic planning, or auditing); and
b. A total of four years of education and/or full-time experience (as described in part a), where 30 semester hours of accredited college or university course work in any field equals one year of full-time experience.
3) Graduation from an accredited law school.
4) Current, continuous experience in the state executive branch that includes experience equal to four years of full-time work as a Driver & Identification Service Center Consultant or Administrative Assistant 2.
For additional information, please click on this Additional Qualification Requirements
Within a period of time after hire, as determined by the appointing authority, persons in this class may be required to obtain a valid driver's license.. Why Choose the State of Iowa?
At the heart of our commitment to excellence is a dedication to our most valuable asset - our employees. Discover the outstanding benefits that set us apart as an employer of choice.
Our Robust Benefits Package Includes:
Competitive Compensation:
Enjoy a competitive salary that reflects directly on your skills and expertise.
Keep in mind, your wage is just one part of your total compensation. Unlock the complete value of your employment with the State of Iowa by using our user-friendlyGain insights into your comprehensive annual compensation, including salary and State-provided benefits.
Health and Wellness:
Prioritize your well-being with our comprehensive health plans, including medical, dental, and vision coverage. Enjoy the peace of mind knowing that the State of Iowa covers 90% of the premiums, providing you and your loved ones with excellent coverage at a remarkably low cost.
Retirement Planning:
We are proud to offer the Iowa Public Employees Retirement System (IPERS). A defined benefit plan, IPERS benefits are guaranteed for life, meaning once you retire, you will receive the same monthly benefit for the remainder of your life (once vested). We invest in your long-term financial well-being, so you can retire with peace of mind.
Paid Time Off:
Life is unpredictable, and at the State of Iowa, we understand the importance of work-life balance. Our leave policies, including paid holidays, vacation, and sick leave with unlimited accrual, ensure you have the flexibility you need for personal and family matters.
Professional Development:
Elevate your career with continuous learning opportunities. We support your growth through training programs, workshops, and tuition reimbursement.
Employee Assistance Program (EAP):
We care about your well-being beyond the workplace. Access confidential counseling, resources, and support through our Employee Assistance Program.
Diversity and Inclusion:
Be part of a diverse and inclusive workplace that embraces all backgrounds and perspectives. We believe diversity is a strength that drives innovation.
Join Us - Elevate Your Career:
Ready to elevate your career with the State of Iowa?to explore more about our unparalleled benefits and discover what makes us unique. Your success is our priority! 01
Do you understand that the answers to all of the following questions must be truthful, honest, and accurate to the best of your ability? Please read all questions and answers thoroughly and make sure you understand them completely. Ensure the answers to your questions match the information filled out on your application and the attachments you have uploaded. If the answers to your questions are inconsistent with your application information or uploaded attachments, you will be given zero points for the question. Knowingly misrepresenting the facts when submitting any information related to an application, examination, certification, appeal, or any other facet of the selection process will result in your disqualification from this application and future employment with the state of Iowa.
Yes - I understand and agree. No
02
PLEASE READ CAREFULLY Have you filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq?
No - I have NOT filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq Yes - I HAVE filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq
03
How many years do you have of full-time work experience in public administration (e.g., public-sector management, program oversight, strategic planning, or auditing)?
No experience in the identified areas Less than three years of full-time work experience in the identified areas Three years to less than five years of full-time work experience in the identified areas Five or more years of full-time work experience in the identified areas
04
Do you have one year of full-time work experience in public administration (e.g., public-sector management, program oversight, strategic planning, or auditing)? IF YES
How many years do you have of a combination of accredited college or university course work in any field AND/OR
ADDITIONAL
full-time experience in public administration (e.g., public-sector management, program oversight, strategic planning, or auditing? Note: 30 semester hours of accredited college or university course work equals one year of full-time experience.
I do not have a minimum of one year experience in the identified areas Less than two years of the combined education and/or ADDITIONAL experience in the identified areas Two years to less than four years of the combined education and/or ADDITIONAL experience in the identified areas Four or more years of the combined education and/or ADDITIONAL experience in the identified areas
05
Have you graduated from an accredited law school?
Yes No
06
Are you a current State of Iowa employee - executive branch?
IF YES
- How many years do you have of full time experience in the classification of Driver & Identification Service Center Consultant (formerly Driver's License Examiner) OR Administrative Assistant 2 for the State of Iowa?
I am not a current State of Iowa employee I do not have any experience in the classification of Driver's License Examiner for the State of Iowa Less than four years of experience in the classification of Driver's License Examiner for the State of Iowa Four years or more of experience in the classification of Driver's License Examiner for the State of Iowa
Required Question
$52,790.40 - $80,204.80 Annually Location :
Ankeny - 50021 - Polk County, IA Job Type:
Full-time Job Number:
26-00336 Agency:
645 Iowa Department of Transportation Opening Date:
08/08/2025 Closing Date:
8/18/2025 11:59 PM Central LinkedIn Tag:
#LI-POST Point of Contact:
Natasha Lewerke - Natasha.Lewerke@iowadot.us
Job Description Are you looking to help ensure quality and integrity of the State of Iowa's driver testing program? The Iowa Department of Transportation (DOT) is looking to hire a Driver's License Hearing Officer. Our team is committed to providing expert guidance and solutions to complex driver license and identification issues, ensuring that Iowa remains working and moving.
Iowa DOT's Mission is Making Lives Better Through Transportation. To accomplish our Mission, the person selected for this position will demonstrate actions and behaviors guided by the Iowa DOT's five CORE values: Safety First, People Matter, Customer Focused, Servant Leadership, and Integrity Without Exception.
Location : 6310 SE Convenience Blvd, Ankeny, Iowa 50021
Shift : 8:00 AM to 4:30 PM Monday through Friday; some travel required; flexible schedule
As an Accelerated Customer Experience (ACE) Hearing Officer
your duties will include, but are not limited to:
*Serve as a go-to resource and subject matter expert for over
600 Customer Services Bureau employees and county partners , providing guidance and support on complex driver's license issues.
*Handle
incapable driver hearings, discretionary hearings, informal appeals, and recalls , playing a crucial role in resolving advanced-level customer service escalations.
* Read, interpret, and explain Iowa Code and Administrative Rules
to various stakeholders including defense attorneys, prosecutors, and law enforcement to ensure compliance and proper license issuance.
*Lead in the
research and resolution of complex customer cases , enabling frontline staff to maintain high service levels and efficient workflow processing.
*Act as the
Department of Transportation's representative
in response to court subpoenas, including providing documentation and legal clarification when needed.
*Support leadership with
special projects and backup coverage
for various customer service roles, demonstrating flexibility and cross-functional competence.
NOTICE: This position is a covered position under the REAL ID Act of 2005, 49 U.S.C. § 30301 note, as further defined in 6 CFR Part 37. Any applicant selected for employment in this position must submit to and pass a background check of the form and content required by 6 CFR 37.45.
What we offer YOU:
- Competitive pay and benefits package including health, dental, flexible spending, and life insurance.
- Insurance benefits start first of the month following 30 days of employment. 2025 health and dental insurance premiums can be found
- Opportunities for professional growth and development.
- Paid time off effective immediately - biweekly vacation, separate sick leave, accruals rollover on a yearly basis, and 9 paid holidays per year.
- Iowa Public Employee Retirement System (IPERS) Retirement Package with employer match
- Optional 401A plan with employer contributions.
- Employee Discount Programs from a variety of vendors (vision, cellular, fitness, recreation, season passes, travel, counseling; legal, financial).
We encourage you to view more about the State of Iowa Employee benefits and costs at the !
You have the freedom to flourish in Iowa - Apply today!
The Iowa Department of Transportation is an equal opportunity employer. If you require a reasonable accommodation in completing any screening, interviewing, pre-employment testing, or otherwise participating in the selection process, please direct your request to the Affirmative Action & Equal Employment Opportunity (AA/EEO) Officer at:
Reasonable accommodation includes an interpreter, translator, written materials, modified equipment/devices, ADA access, etc. This does not include scheduling needs. Minimum Qualification Requirements
Applicants must meet at least one of the following minimum requirements to qualify for positions in this job classification:
1) Five years of full-time work experience in public administration (e.g., public-sector management, program oversight, strategic planning, or auditing).
2) All of the following (a and b):
a. One year of full-time work experience in public administration (e.g., public-sector management, program oversight, strategic planning, or auditing); and
b. A total of four years of education and/or full-time experience (as described in part a), where 30 semester hours of accredited college or university course work in any field equals one year of full-time experience.
3) Graduation from an accredited law school.
4) Current, continuous experience in the state executive branch that includes experience equal to four years of full-time work as a Driver & Identification Service Center Consultant or Administrative Assistant 2.
For additional information, please click on this Additional Qualification Requirements
Within a period of time after hire, as determined by the appointing authority, persons in this class may be required to obtain a valid driver's license.. Why Choose the State of Iowa?
At the heart of our commitment to excellence is a dedication to our most valuable asset - our employees. Discover the outstanding benefits that set us apart as an employer of choice.
Our Robust Benefits Package Includes:
Competitive Compensation:
Enjoy a competitive salary that reflects directly on your skills and expertise.
Keep in mind, your wage is just one part of your total compensation. Unlock the complete value of your employment with the State of Iowa by using our user-friendlyGain insights into your comprehensive annual compensation, including salary and State-provided benefits.
Health and Wellness:
Prioritize your well-being with our comprehensive health plans, including medical, dental, and vision coverage. Enjoy the peace of mind knowing that the State of Iowa covers 90% of the premiums, providing you and your loved ones with excellent coverage at a remarkably low cost.
Retirement Planning:
We are proud to offer the Iowa Public Employees Retirement System (IPERS). A defined benefit plan, IPERS benefits are guaranteed for life, meaning once you retire, you will receive the same monthly benefit for the remainder of your life (once vested). We invest in your long-term financial well-being, so you can retire with peace of mind.
Paid Time Off:
Life is unpredictable, and at the State of Iowa, we understand the importance of work-life balance. Our leave policies, including paid holidays, vacation, and sick leave with unlimited accrual, ensure you have the flexibility you need for personal and family matters.
Professional Development:
Elevate your career with continuous learning opportunities. We support your growth through training programs, workshops, and tuition reimbursement.
Employee Assistance Program (EAP):
We care about your well-being beyond the workplace. Access confidential counseling, resources, and support through our Employee Assistance Program.
Diversity and Inclusion:
Be part of a diverse and inclusive workplace that embraces all backgrounds and perspectives. We believe diversity is a strength that drives innovation.
Join Us - Elevate Your Career:
Ready to elevate your career with the State of Iowa?to explore more about our unparalleled benefits and discover what makes us unique. Your success is our priority! 01
Do you understand that the answers to all of the following questions must be truthful, honest, and accurate to the best of your ability? Please read all questions and answers thoroughly and make sure you understand them completely. Ensure the answers to your questions match the information filled out on your application and the attachments you have uploaded. If the answers to your questions are inconsistent with your application information or uploaded attachments, you will be given zero points for the question. Knowingly misrepresenting the facts when submitting any information related to an application, examination, certification, appeal, or any other facet of the selection process will result in your disqualification from this application and future employment with the state of Iowa.
Yes - I understand and agree. No
02
PLEASE READ CAREFULLY Have you filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq?
No - I have NOT filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq Yes - I HAVE filed a registration statement pursuant to the federal Foreign Agents Registration Act of 1938, as amended, 22 U.S.C. §611 et seq
03
How many years do you have of full-time work experience in public administration (e.g., public-sector management, program oversight, strategic planning, or auditing)?
No experience in the identified areas Less than three years of full-time work experience in the identified areas Three years to less than five years of full-time work experience in the identified areas Five or more years of full-time work experience in the identified areas
04
Do you have one year of full-time work experience in public administration (e.g., public-sector management, program oversight, strategic planning, or auditing)? IF YES
How many years do you have of a combination of accredited college or university course work in any field AND/OR
ADDITIONAL
full-time experience in public administration (e.g., public-sector management, program oversight, strategic planning, or auditing? Note: 30 semester hours of accredited college or university course work equals one year of full-time experience.
I do not have a minimum of one year experience in the identified areas Less than two years of the combined education and/or ADDITIONAL experience in the identified areas Two years to less than four years of the combined education and/or ADDITIONAL experience in the identified areas Four or more years of the combined education and/or ADDITIONAL experience in the identified areas
05
Have you graduated from an accredited law school?
Yes No
06
Are you a current State of Iowa employee - executive branch?
IF YES
- How many years do you have of full time experience in the classification of Driver & Identification Service Center Consultant (formerly Driver's License Examiner) OR Administrative Assistant 2 for the State of Iowa?
I am not a current State of Iowa employee I do not have any experience in the classification of Driver's License Examiner for the State of Iowa Less than four years of experience in the classification of Driver's License Examiner for the State of Iowa Four years or more of experience in the classification of Driver's License Examiner for the State of Iowa
Required Question