Title: Compliance Intake Specialist
State Role Title: Salary Non-Specified
Hiring Range: Hiring range for this position is $41,600-$49,920, commensurate with education and experience
Pay Band: UG
Agency: VA Cannabis Control Authority
Location: VA Cannabis Control Authority
Agency Website: https://cca.virginia.gov/
Recruitment Type: General Public - G/This position is contingent upon the approval of pending legislative actions.
Job Duties
Purpose of Position
The Compliance Intake Specialist serves as the primary point of contact for the public in reporting suspected violations related to cannabis cultivation, distribution, sales, licensing, and regulatory compliance. This role is responsible for receiving, documenting, and routing information to the appropriate investigative or compliance units while maintaining strict confidentiality, accuracy, and professionalism. The operator plays a critical role in supporting the Authority’s mission to ensure safe, legal, and transparent cannabis operations.
Intake and Documentation
• Receive and document tips submitted through phone calls, email, and digital platforms.
• Capture essential information clearly and accurately, ensuring all required data fields are completed.
Information Assessment
• Ask clarifying questions when needed to determine the nature, severity, and urgency of the reported issue.
• Assess tips in alignment with established protocols and identify cases requiring immediate escalation.
Communication & Customer Service
• Maintain a professional, courteous, and neutral demeanor when interacting with callers.
• Safeguard caller identity and sensitive information in compliance with state regulations and internal confidentiality standards.
Coordination with Enforcement and Compliance Teams
• Route information to appropriate staff, including investigators, compliance officers, and supervisory personnel.
• Follow established workflows to ensure timely and accurate distribution of case information.
Trend Monitoring
• Identify recurring patterns, emerging concerns, or spikes in specific types of reports.
• Flag trends for supervisory reviews to support proactive enforcement or policy evaluation.
Record Maintenance
• Maintain complete and accurate logs of call volume, case entries, status updates, and follow‑up actions.
• Assist with generating reports as requested by supervisors or management.
Policy Adherence
• Adhere to all agency policies, confidentiality standards, and call‑handling protocols.
• Follow escalation pathways and documentation requirements consistently.
Required Education and Experience
• High school diploma or equivalent; coursework or training in criminal justice, public administration, or communications preferred.
• Experience in a call center, customer service, public safety, or regulatory environment.
• Strong verbal communication skills with the ability to maintain professionalism in challenging situations.
• Excellent attention to detail and accuracy in documentation.
• Ability to handle confidential information with discretion.
• Proficiency with computers, data entry, and case management systems.
• Ability to follow structured procedures and escalate issues when necessary.
Minimum Qualifications
• Knowledge of intake procedures and accurate documentation methods.
• Skill in gathering information and asking clarifying questions.
• Skill in maintaining a professional and neutral demeanor with callers.
• Skill in accurately routing information to enforcement or compliance staff.
• Skill in maintaining organized records, logs, and case documentation.
• Ability to assess severity and urgency of tips using established guidelines.
• Ability to identify patterns or trends in incoming reports.
• Ability to manage multiple calls and tasks while maintaining accuracy.
Additional Considerations
Preferred (Optional) Education and Experience
• Associate’s or Bachelor’s degree in a related field.
• Experience working in a regulatory agency, law enforcement support role, or compliance‑driven environment.
• Familiarity with cannabis laws, regulatory frameworks, or licensing processes.
Special Instructions
You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.
Contact Information
Name: Angela Nichols
Phone: (804) 540-2290
Email: angela.nichols@cca.virginia.gov
In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at (800) 552-5019.
Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.
Reasonable accommodations are available to individuals with disabilities during the application and/or interview processes per the Americans with Disabilities Act. Please call (804)653-9490 for assistance.
The Commonwealth of Virginia is an Equal Opportunity Employer. It is the policy of the Commonwealth of Virginia to prohibit discrimination on the basis of race, sex, color, national origin, religion, sexual orientation, gender identity or expression, age, veteran status, political affiliation, disability, genetic information, pregnancy, childbirth or related medical conditions in the recruitment, selection, and hiring of its workforce.