Oregon > July 2008
Talking License | by Kraig Bohot
At the Oregon Health Licensing Agency (OHLA), you can expect customer service that is timely, accurate and helpful.
Two years ago, OHLA established customer service standards to provide agency staff and customers a specific set of customer service expectations.
For example, you can expect to receive a response to your e-mail or voicemail (if you don’t speak to a staff person directly) within two business days or less.
You can expect to be able to surf our Web site at www.oregon.gov/OHLA and find useful, current information quickly and easily.
With sometimes hundreds of phone calls daily and hundreds of pages and links on our Web site, meeting those standards is sometimes a challenge.
That’s why OHLA has been busy finding ways to be more efficient in how we do business as our number of licensees continues to grow.
We Want to Hear from You
OHLA recently established a customer service hotline for customers who experience service that falls short of our standards. While that may not be often, we’d still like to hear from you.
You don’t even have to have a gripe to call us. We want to hear if you have any suggestions for improved service, or even if you’d like to compliment our staff. We value your suggestions as part of our efforts to continually improve how we provide licensing and regulatory services.
The customer hotline number is 503-373-2292 and is part of OHLA’s new Quality Assurance Unit. You can also e-mail your customer service concerns, suggestions and compliments to ohla.info@state.or.us.
You can find OHLA’s new hotline, customer service standards and more on our Customer Connection page at www.oregon.gov/OHLA/customerconnection.shtml.
OHLA’s Goal to Provide Positive Experience
The new hotline is just one of several new customer service initiatives created this year to provide customers with more choice, satisfaction and services.
Expanded office hours and examination days are just two examples of how OHLA is continuing to look for ways to improve its service delivery.
We will continue to explore how to provide the best licensing and regulatory services possible, and we look forward to hearing from you, our customers.
How many practitioners and facilities are currently licensed in Oregon? (Numbers in parentheses +/- change from previous month.) According to Oregon Health Licensing Agency (OHLA) records as of June 30, 2008:
Practitioners Facilities Independent contractors Certificate of ID |
30,654 (+124) 4,611 (+2) 6,917 (+4) 147 (+5) |
Barbering Esthetics Hair Design Nail Technology |
6,045 (-18) 13,518 (+59) 20,970 (+36) 14,914 (+82)
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OHLA has proposed revisions to agency Oregon Administrative Rules (OAR) that revise licensing fees for all OHLA-regulated professions.
Please see the proposed fee chart for specific proposed fee changes below. SPECIAL NOTE: After receiving feedback from agency stakeholders, OHLA is proposing to phase-in fee changes for original and renewal certification, examinations, practitioner applications and late renewals on July 1, 2009.
OHLA is also exploring the establishment of an inactive license status category for licensees with medical hardships, who travel out of state or country for humanitarian purposes, or who are serving in the military, etc.
Deadline to Comment: Tuesday, July 22, 2008
Public Rules Hearing: Wednesday, July 23, 2008, 9 am
OHLA in Salem
Questions and comments about the proposed rules should be sent to Dixie Bryant, OHLA Operations and Policy Analyst Lead, at 503-373-1911 or via e-mail at dixie.l.bryant@state.or.us.
For more information, visit www.oregon.gov/OHLA/COS/COSlaws_rules.shtml.
| FEE | % OF INCREASE OR DECRESE | JUSTIFICATION/CRITERIA |
| Application and certification
$15 increase |
From $48 to $63 for a two year certification
EFFECTIVE 7/1/09 |
Application fee has not been adjusted pre-1999; certification fees have remained within $30 to $50 per field of practice during the last two decades. Agency operational costs and fee for services require recouping the actual and necessary expenses. |
| Application and certification by reciprocity $10 decrease | From $98 to $88 for a two year registration | Cost savings related to extending to two year cycle. |
| Facility license (application and original issuance) $30 decrease | Decreased from $65 per year to $125 for two years | Cost savings related to extending to two year cycle. |
| Independent contractor registration (application and registration) $30 decrease | Decreased from $65 per year to $125 for two years | Cost savings related to extending to two year cycle. |
| Certificate of identification $15 increase | Increased from $80 per year to $175 for two years | Fees are being adjusted to cover actual and necessary cost of providing service |
| Temporary facility permit $100 increase | Increased from $50 to $100 – a 50% increase | Fees are being adjusted to cover actual and necessary cost of providing service |
| Demonstration permit $45 increase | Increased from $30 to $75 | The number of payees is minimal but the additional review process and immediate issuance results in high fee for service. |
| Examination – per section $25 increase | Increased from $25 to $50
EFFECTIVE 7/1/09 |
Adjustment based on contract for use of national examination, testing system vendor, proctoring walk-in testing and administering same day licensing. |
| Practitioner certificate renewal (mail or on site) $5 increase | From $33 to $38
EFFECTIVE 7/1/09 |
On line renewals will receive a reduced fee of $35 |
| Practitioner certificate renewal – on line services
$3 increase |
From $33 to $35
EFFECTIVE 7/1/09 |
Workload reduction and streamlined accounting services off-set the increase in fees for service. The distinction is incentive for practitioners to utilize the convenience of 24/7 availability to renew on line. |
| Delinquent renewal payment is $25 per month in expired status, in lieu of a $25 per year change | From $25 flat rate per year to $25 per month up to 2 years before certification lapses. This may have a nil affect on those who are late less than 30 days. EFFECTIVE 7/1/09 |
From $25 flat rate per year to $25 per month up to 2 years before certification lapses. This may have a nil affect on those who are late less than 30 days. EFFECTIVE 7/1/09 Biennially this program has approximately 8,000 payers who renew late; it is a workload measure and also a violation of laws and rules to continue to work on an expired authorization to practice – subject to civil fines; a deterrent is needed to reduce the number of licensees who renew late and continue to practice in an expired status. The new methodology may be effective in getting compliance with timely renewal, saving the agency resources in disciplinary and accounting services. The reduced renewal fee via on-line services may also be a viable incentive. |
| Renewals for facility, independent contractor and certificate of identification, No change | From $50 per year to $100 for two years – off set cost without fee adjustment. | Cost savings that results in no increase related to extending the licensing cycle. |
Oregon Health Licensing Agency
700 Summer Street NE, Suite 320 • Salem, OR 97301-1287
Licensing Office (503) 378-8667 • Enforcement Unit (503) 378-4294
www.oregon.gov/OHLA
OHLA Agency Staff:
Susan K. Wilson, Director
Tricia Allbritton, Administrative Rules/Legislation
Richard McNew, Business Administration
Tim Molloy, Regulator Operations
Board of Cosmetology:
Michael D. Snook, Salem — Chair
Deely Klarr, Salem — Vice Chair
Linda Bergmann, Florence
Patricia A. Hall, Pendleton
Debora Masten, Salem
Judith N. Petersen, Albany
George Robb - Public Member
