Board discussion targets licensing website, Breeze updates and possible digital license cards

Board members and staff spent a focused block of the strategic planning session on licensing operations, identifying user‑experience, communication and cost concerns and listing candidate objectives for the strategic plan.

Why it matters: licensing interactions are the board’s main customer service touchpoint. Several members said improving online status reporting, plain‑language communications and a better applicant experience could reduce phone volume and staff time spent on routine inquiries.

What was discussed: board members and staff identified recurring problems including duplicate fees for licensees holding multiple licenses, confusing application instructions, incomplete‑application communications and the desire for a digital or physical license card. Yvonne Leonard, a public‑information/licensing staff contact, described existing tools: “we do have that. Is it as fast as checking your Uber driver will be here in 32 seconds? No. It is not that level, but we do have, an additional tool,” referring to the application status page designed to allow applicants to check progress without logging in to Breeze.

Board members urged more automated, plain‑language email messaging at the time of application submission explaining likely processing time and next steps. Staff noted logistical constraints: application document intake, transcript routing and evaluation are time‑ and labor‑intensive processes (staff gave two‑week processing examples for some steps) and that the board lost positions in prior budget cycles. Participants also said a chat tool and SMS/text notification are possible future channels but would require website cleanup and IT work with the Department of Consumer Affairs (DCA).

On license cards: several members favored exploring a digital license card or an app so a license can be shown on a phone. Reza, board legal counsel, and staff cautioned some solutions would require DCA‑wide coordination; the draft objective retained “explore creating a digital license card” and noted “work with DCA” in implementation ideas.

Costs and multiple licenses: multiple board members raised the burden of duplicate fees for nurses who hold several license types and discussed possible streamlining (for example, combined or reduced fees for multiple license types) as an objective to explore.

Public comment and evidence: no public speakers were present during the licensing public‑comment window for this specific segment. Staff asked members to prioritize objectives that are within the board’s control and to avoid goals that rely entirely on external agencies or funding.

Next steps: the strategic plan will carry these licensing objectives forward; staff will return with options on communications templates, feasibility of text messaging and a proposal for a digital license card that coordinates with DCA systems.