The Department of Professional and Occupational Regulation protects the health, safety and welfare of the public by licensing qualified individuals and businesses and enforcing standards of professional conduct for professions and occupations as designated by statute.

The Department of Professional and Occupational Regulation will be the Commonwealth’s most effective agency, discovering creative ways to integrate regulatory efficiency with consumer protection via a commitment to exceptional customer service, efficient business processes, technological proficiency, and empowered employees who are committed to public service and professional development.

• Investing In Our Customers


• Acting with Integrity


• Respecting Differences


• Advancing as a Team


• Inspiring through Innovation

The Department of Professional and Occupational Regulation (DPOR) issues professional credentials (licenses, certificates or registrations) for 323,781 individuals and businesses subject to regulation, as determined by the General Assembly pursuant to Title 54.1 Subtitle II of the Code of Virginia. The agency performs all administrative functions for 19 boards (15 policy boards, 3 advisory boards and the Board for Professional and Occupational Regulation) comprised of practitioners and citizens. DPOR protects the public by verifying minimum competency, investigating complaints, and upholding professional compliance with state law and regulations.

DPOR regulatory boards establish minimum entry qualifications and qualify applicants based on a combination of education, experience and examination. The agency enforces standards of professional conduct by investigating reports of regulatory violations, seeking compliance with legal requirements, or disciplining the regulant. Regulatory violations are subject to sanctions ranging from fines and probationary terms to license suspension or revocation. Additionally, the agency administers and enforces federal and state fair housing law, operates the Office of the Common Interest Community Ombudsman; and manages recovery funds established by statute related to contractors, real estate, and common interest communities.

As of the end of the 2024 fiscal year, the Department had 204 salaried, full-time positions (172 of the positions filled) and 31 wage positions (25 of the positions filled). A non-general fund agency, DPOR is financed solely by licensing fees, which are adjusted periodically in accordance with state law to ensure revenues are sufficient but not excessive.

DPOR will continue its development of fully interactive and intuitive business processes, including on-line licensure, address changes, case management, and reporting capabilities. Secure, user-friendly online services are essential to meeting citizen expectations, improving customer service, excelling with e-government initiatives, managing and evaluating operations effectively, and redirecting staff to higher-level workflow activities. Balancing the significant resource investments in application and employee development required for such transformation, however, requires the Department to identify other processing efficiencies.

DPOR’s new EPICx (Efficient Processing Intuitive Customer Experience) Licensing and Enforcement system is expected to lay the foundation for the digital transformation journey that has been pending for over a decade. Online application processing, digitalization of current systems and ongoing expansion of DPOR’s innovative electronic document management capabilities will continue to bring efficiencies in our response time to FOIA (Freedom of Information Act) requests. EPICx will replace three outdated systems (EAGLES, ETS, and IRIS), offering a unified platform for licensing, enforcement, and document management.  Additionally, the new intuitive and workflow-based system would convert all the internal paper/static/interactive licensing applications and forms to online application, thereby eliminating the cost and delay associated with paper application and record processing.

DPOR will continue its process improvement efforts by investing in employee professional development, specifically stressing technical training for customer service skill sets and coaching for core competencies and emphasizing the effective use of reliable data and measures to evaluate and improve performance, teamwork, and employee morale.

DPOR sees Information Technology (IT) as an enabler and accelerator for the agency in its efforts to meet key objectives (e.g., time to issue a license, time to process a complaint and time to perform an investigation). DPOR actively seeks ways to leverage IT to create operational efficiencies and transformational change.

The primary agency IT initiative for the period covered by this strategic plan is to replace DPOR’s three legacy systems (EAGLES, ETS, and IRIS) with a single SaaS (Software as a Service) solution. DPOR has dubbed the project to implement this solution “EPICx” (Efficient Processing Intuitive Customer Experience). This solution will provide capabilities not currently available including the ability for all credentials to be applied for and renewed on-line.  The solution will, for many functions, eliminate the paper the agency receives and processes.

Additionally, changes driven by the Virginia Information Technologies Agency (VITA) in IT infrastructure, cybersecurity, and IT governance continue to require resource-intensive means to ensure DPOR’s continuity in providing and serving both internal and external customers. These changes and the associated expenses in meeting VITA IT security and infrastructure mandates will continue to increase DPOR’s overhead costs.

As the operational needs of DPOR evolve to better align our mission and the expectations of our customers, professional development opportunities for our workforce are critical. DPOR is a customer service-orientated agency charged with assisting and protecting the public about our regulated professions. To focus on enhancing our customer service philosophy throughout the agency, employees are encouraged to explore various online training opportunities afforded through the Commonwealth of Virginia Learning Center and other on-demand training providers. DPOR also continues to encourage and support specific employee development initiatives connected to individual positions and extends a tuition reimbursement program as an additional consideration for job-related courses/programs. The Department’s complex licensing system requires continued training to allow employees to fully utilize this advanced system. DPOR partners with the Performance Management Group through Virginia Commonwealth University and identifies employees to participate in supervisory and/or management level programs to refine or establish their leadership skills. Considering all DPOR's professional development efforts combined with our succession planning and cross-training initiatives, DPOR strives to be adequately prepared to meet our customer’s needs as we move into the future.

DPOR is located in the Perimeter Center office building in Henrico County's Deep Run Office Park. The Department of General Services leases the building at 9960 Mayland Drive, Richmond, Virginia, 23233 and in turn has assigned that space to five state agencies. DPOR leases nearly 44,000 sq. feet of commercial office and storage space in the four-story building.

DPOR employs approximately 172 salaried and 25 wage employees.

Ensuring effective and efficient license delivery and complaint resolution must be balanced with agency costs. As a non-general fund agency, DPOR is financed solely by revenue collected through fees paid by licensees.

Fees are adjusted periodically, as required by the Callahan Act (§ 54.1-113), to ensure revenues are sufficient to cover expenses, but not excessive. In order to provide a fair fee structure for regulants, DPOR maintains a lean operation and aims to tightly align revenues with expenditures.

DPOR’s staffing level directly impacts the service that DPOR provides to regulants and citizens; however, the agency must balance staffing costs and operating expenses against projected revenue over the next three fiscal years. Reduced staffing levels could increase the risk of delayed license processing and complaint resolution and limits the efficiency of all the services the agency provides to citizens of the Commonwealth.

DPOR's primary source of funding is licensing fees charged to applicants and regulants, which represent 99% of revenues. Fee amounts are established for each board to provide revenues and cash reserves that are sufficient for operating expenses, but not excessive. Revenues from fees pay the expenses of each board, as well as a proportionate share of agency operations and support services. About 1% of DPOR's funds come from federal grants, which primarily support Fair Housing activities. DPOR receives only non-general funds.

Revenue for each board is recorded in separate revenue accounts. Revenue is collected from licensing and related fees as set in regulation. The agency and the boards have no other source of revenue. Fines and penalties may be collected by the agency but all such monies are transferred to the Literary Fund. All other revenue collected pays for the expenses of the boards and a proportionate share of the agency operations and support services.

Given the various professions and occupations assigned to DPOR, it is conceivable that nearly all Commonwealth of Virginia residents are served through the Department's service area programs. The statistics included in this report illustrate the magnitude of DPOR's operations. Specifically, DPOR processed more than 171,000 initial, renewal and reinstatement applications and related payments during FY 2024 while, during the same time period, the licensing division alone handled over 400,000 telephone calls and email communications from the public.

At the close of FY 2018, DPOR regulated approximately 308,000 individuals and businesses and closed FY 2024 at 323,000. Over the following three biennia, the volume of regulants increased over 5%, primarily in the personal services professions. Cosmetology licensees have grown 5%, esthetics and master esthetics by 60%, and nail technicians by 12%.  Professional engineers saw a 10% increase as did real estate salespersons.  There was modest growth in the contractor related professions, with an increase of 5% among tradesman with little growth in the number of licensed contractor businesses.

License applications have increased 24% since FY 2018.  In FY 2018, DPOR had 25,800 initial license applications. That number steadily increased to 32,000 in FY 2024.  This is the highest applicant volume since FY 2008.   This growth in regulant population between 2018 and 2023 has exceeded Virginia’s population growth of 2.3% and Virginia’s GDP growth of 11% for the same period. The Department expects a slight increase in applications over the next two years barring an economic downturn.

The number of complaints processed by DPOR has remained stable for the last five years, with approximately 2,815 in FY 2024. The Department estimates that there will be little change in complaint volume for the 2024-2026 Biennium, assuming approximately 3,000 complaints annually.

New recovery fund claims vary each year, with an annual average of 87 filed during the FY 2021-22 Biennium. During the two years of the FY 2023-24 Biennium, the annual average number of claims received by DPOR was 104.

The Department estimates the number of claims filed will be in the 80-120 per year range for the current biennium. The number of claims approved for payment averaged 55 per year over the past four years. The Department expects a similar level of approved payments during the current biennium.

The Department's maximum employment level (MEL) is 204 and is expected to remain at 204 for the next two years. Similarly, the number of board members is expected to remain stable at 187 members.

Changes in the overall number or composition of regulatory programs—as determined by the General Assembly—will affect the number of potential customers in the bases of applicants, regulants, affiliated organizations, board members, and employees.

Products and services with a direct impact on external customers include:

• Licenses, certifications, registrations, and other authorizations


• License Processing System


• Alternative dispute resolution


• Application and form design


• Case management (compliance tracking and documentation)


• Common Interest Community Ombudsman determinations


• Communications and community outreach


• Complaint intake and analysis


• Customer assistance


• Disciplinary informal fact-finding conferences


• Licensing examination administration


• Investigation of regulatory, fair housing and unlicensed activity complaints


• Licensing informal fact-finding conferences


• Recovery fund claim processing


• Regulatory coordination and development


• DPOR Website


• Online Help Mailbox


• Third Party Vendor Applications and integrations

Other products and services include:

• Board administration


• Budget and financial management


• Business continuity planning


• Education curricula development


• Employee benefits administration


• Employee development


• Employee recruitment and succession planning


• Examination administration


• Facilities management and visitor access control


• Information technology and systems development


• Legislative analysis


• Mail processing and delivery


• Policy analysis and plan development (including strategic planning)


• Quality assurance and performance measurement


• Records/information management


• Risk management


• Supply inventory management


• Licensing Examination Contract Administration

Of the more than 323,000 individuals and businesses holding current licenses, certifications, or registrations issued by DPOR at the end of FY 2024, 99 percent had no disciplinary violations during the same fiscal year. Of the more than 171,000 initial, renewal, and reinstatement applications and related payments processed by DPOR during FY 2024, 32,000 were applications for new licenses. The Compliance and Investigations Section processed approximately 2,815 disciplinary complaints during the same fiscal year.

DPOR substantially improved its application processing time.  At the beginning of 2022, the average application processing time was 33 business days. By the end of FY24, DPOR’s average application processing time was 4.8 business days. Additionally, DPOR translated 20 Contractor examinations into Spanish and launched remote proctoring examinations for Contractor applicants.

Professional regulation establishes secure and efficient entry standards to ensure that individuals and businesses engaged in activities that pose potential harm to the public are sufficiently qualified by meeting standards of competency via education, experience, and/or examination and experience reduced barriers on their right to earn a positive livelihood.

Faster and efficient licensure of qualified individuals and businesses ensures that those entering regulated professions and occupations receive authorization to practice their chosen profession with minimal application processing delays.

• Accelerate the processing time for initial applications, license renewals and reinstatements through complete online digital application process replacing paper forms and applications

• Evaluate and identify new process improvement opportunities to eliminate application backlog and reduce average number of days to get licensed to 3 days by the end of 2025.

• Perform periodic audits of applications and forms instructions to ensure compliance with applicable laws and regulations while maintaining clarity to improve applicant comprehension and completion rates.

• Align board statutes and regulations to ensure entry and renewal requirements for credentialed professions support Virginia's current and future workforce needs

Reduce regulatory burden by revisiting required education and experience for various DPOR regulated professions and occupations.

• Where possible, reduce number of hours required to obtain professional licenses enabling both businesses and talented Virginians an expedited path to enter the workforce.

• Eliminate unnecessary or overly restrictive regulation and help create an environment that spurs employment in licensed professions.

• Promulgate least burdensome, reasonably restrictive regulations, which establish minimum standards of proficiency and conduct required to ensure professional and occupational competence.

Effective regulation requires legal standards that minimize barriers to entry into and practice of regulated professions and occupations while ensuring professional competence.

• Make DPOR’s services more accessible to non-English speaking individuals and offer increased employment/income opportunity to multiple applicants from different ethnicities in the Commonwealth of Virginia.

• Allow qualified out-of-state applicants already holding a valid license or certification in another state to get licensed in the Commonwealth easily on the basis of Universal License Recognition (ULR) regulations.

• Administer examination contracts to ensure psychometrically valid, ADA-compliant and properly administered exams.

• Translate License applications, instructions, exams and most used documents into Korean, Vietnamese, Mandarin, French, and Spanish to benefit applicants, regulants, & the public from different ethnicities.

• Promote opportunities for Remote Proctoring to ease license application process for regulants with transportation and technology challenges.

• Promote regulatory excellence and providing for the Health, Safety, and Welfare of public through continuous education and testing.

Faster and time efficient case processing and compliance with statutory and regulatory standards of practice – including non-discrimination in residential housing transactions – protects the public from incompetent or unscrupulous practitioners in a fair, expeditious, and uniform manner.

Enforcement receives, analyzes and, when necessary, investigates and adjudicates complaints of failure to comply with legal or regulatory professional requirements. Shorter and improved complaint analysis and investigations processes will result in expeditious resolution of complaints, better customer service opportunities that ensure the safety and welfare of the public, and relief of economic burden and related stress across the board.

• Provide internal staff and Field Investigators an end-to-end workflow based automated case management and investigations system for faster processing of cases, allowing efficient ways to implement enforcement measures through scheduled onsite visits coupled with random investigation and allowing real-time documentation through use of modern technology.

• Reduce average number of days for intake to complete an initial review of complaint files to less than 5 business days by the end of 2025.

• Evaluate alternative methods and develop new processes to increase the number of disciplinary cases closed within 75 days.

• Explore ways to reduce and simplify disciplinary case real-time documentation requirements through usage of modern technology tools integrated with the Licensing and Enforcement system

• Provide fully integrated Licensing, Enforcement and Investigations system allowing greater visibility into enforcement case progress and processing timeframes.

Enforcement receives, analyzes and, when necessary, investigates and adjudicates complaints of failure to comply with legal or regulatory professional requirements. Rather than emphasizing board-imposed sanctions against the respondent, DPOR will use a variety of alternatives to formal enforcement, including voluntary correction of administrative deficiencies and alternative dispute resolution. Alternatives to the formal disciplinary process often offer respondents and complainants faster resolution with flexible terms more favorable to both parties.

• Increase DPOR’s emphasis on bringing respondents into compliance through improved and efficient business processes and modern technology tools.

• Require remedial education in addition or as an alternative to other sanctions imposed because of regulatory violations.

Internal and external customers expect effective, efficient business processes that support all agency operations. Stakeholders expect competent management, safety and security of resources (financial, human and material), information technology, policy and planning activities, and public information supported by a comprehensive performance measurement system.

DPOR's Licensing, Enforcement and other functional departments strive to meet customers' high-performance expectations by providing expert resource management, cost-effective information technology applications, innovative public relations and outreach activities, and comprehensive planning and evaluation efforts.

• Initiate digital transformation journey creating a new all-in-one Licensing and Enforcement System to support all core operations by offering complete end-to-end online application filing and processing experience, timely status updates/notifications, better communication and high-end customer service.

• Replace three current outdated standalone systems that are partially supported and have obsolete technology with modern Software as a Service (SaaS) technology, Efficient Processing Intuitive Customer Experience (EPICx).

• Provide faster application processing times meeting all state-of-the-art security standards through a workflow-based intuitive system.

• Enhance Licensing and Enforcement Divisions efficiency and productivity by providing all-in-one futuristic integrated system replacing three disjointed systems, allowing quicker responses to license renewals, and reinstatement requests.

• Implement a cloud based efficient and secure electronic document management system.

Design a comprehensive Business Continuity and Disaster Recovery plan and conduct Business Impact Analysis for 8 Agency directorates.

• Implement the IT security measures as set forth by the Governor’s Cyber Security mandate by enhancing its security posture through regular audits of sensitive systems, addressing end user device vulnerabilities.

• Improve security pertaining to regulant data and access to records and increased customer data protection.

• Establish business continuity plans and actionable processes to prepare & recover from unexpected disruptions.

Administrative services are conducted in a highly structured environment bound by numerous federal and state guidelines. The ongoing challenge to support areas is to identify process improvement opportunities that conform to the legal and operational confines in order to maximize agency effectiveness.

• Design and implement a Departmental Performance Management System.

• Identify and address potential internal business and operations areas processing weaknesses.

• Provide faster application processing times meeting all state-of-the-art security standards through a workflow-based intuitive system.

• Enhance stakeholder communications, streamline online file sharing with Board Appointees and publish licensee lists online for better customer awareness.

• Ensure efficient customer services measures to attend to online and in-person regulant requests.

The licensure, certification, and registration service area maintains clear licensure requirements and standards, and issues licenses, certifications, and registrations for the authorized practice of regulated professions and occupations.

This service area aligns directly with DPOR’s mission to serve and protect the public through licensure of qualified individuals and businesses in professions that, if not regulated, may harm the public’s health, safety and welfare.

Title 54.1, Subtitle I. General Provisions Relating to Regulatory Boards

Title 54.1, Subtitle II. Professions and Occupations Regulated by the Department of Professional and Occupational Regulation and Boards within the Department

Virginia Administrative Code, Title 18, Professional and Occupational Licenses

Title 2.2, Subtitle I, Part C. State Agencies Related to the General Operation of Government Title 2.2, Subtitle I, Part E. State Officers and Employees

Title 2.2, Subtitle II. Part B. Transaction of Public Business Title 13.1, Corporations

Title 36, Chapter 5.1 (Virginia Fair Housing Law)

Title 42.1, Chapter 7 (Virginia Public Records Act)

Title 55.1, Subtitle IV.  Chapter 20 (Horizontal Property)

Title 55.1, Subtitle IV, Chapter 19 (Condominium Act)

Title 55.1, Subtitle IV, Chapter 23 (Subdivided Land Sales Act)

Title 55.1 Subtitle IV, Chapter 22 (Virginia Real Estate Time-Share Act)

Title 55.1, Subtitle IV, Chapter 21 (Virginia Real Estate Cooperative Act)

Title 55.1, Subtitle IV, Chapter 1826 (Property Owners’ Association Act)

Title 55.1, Subtitle IV, Chapter 23.17 (Resale Disclosure Act)

Title 55.1, Subtitle II, Chapter 9 (Real Estate Settlements)

Title 55.1, Subtitle II, Chapter 10 (Real Estate Settlement Agents)

Title 55.1 Subtitle II, Chapter 11 (Commercial Real Estate Broker's Lien Act)

12 USC 3301 et seq. (Financial Institutions Reform, Recovery and Enforcement Act) 15 USC 2601 et seq. (Toxic Substances Control Act)

15 USC 6300 et seq. (Professional Boxing Safety Act of 1996, amended by the Muhammad Ali Boxing Reform Act effective 6/26/00) 42 USC 3601 et seq. (Federal Fair Housing Act)

Application and form design

Board administration

Case management (compliance tracking and documentation)

Communications and community outreach

Customer assistance

Education curricula development

Employee development

Examination administration

Legislative analysis

Licenses, certifications, registrations and other authorizations

Licensing informal fact-finding conferences

Policy analysis and plan development (including strategic planning)

Quality assurance and performance management

Records/information management

Regulatory coordination and development

The major source of funding for this service area is licensing fees charged to applicants and regulants. Fee amounts are established for each board to provide revenues and cash reserves that are sufficient for operating expenses, but not excessive. Revenues from fees pay the expenses of each board, as well as a proportionate share of agency operations and support services. This service area is funded entirely from non-general funds.

The enforcement of licensing, regulating and certifying service area analyzes, investigates and adjudicates complaints of violations of statutory and regulatory requirements including possible violations of fair housing laws that prohibit discriminatory practices in residential housing. In addition, this area houses the Office of the Common Interest Community Ombudsman, which serves as an information resource for community association members and offers non-binding interpretations of laws and regulations governing associations.

This service area aligns directly with DPOR’s mission to protect public health, safety and welfare through enforcement of laws that demand professional compliance, competence and conduct.

Title 54.1, Subtitle I. General Provisions Relating to Regulatory Boards

Title 54.1, Subtitle II. Professions and Occupations Regulated by the Department of Professional and Occupational Regulation and Boards within the Department

Virginia Administrative Code, Title 18, Professional and Occupational Licenses

Title 2.2, Subtitle I, Part C. State Agencies Related to the General Operation of Government Title 2.2, Subtitle I, Part E. State Officers and Employees

Title 2.2, Subtitle II. Part B. Transaction of Public Business Title 13.1, Corporations

Title 36, Chapter 5.1 (Virginia Fair Housing Law) Title 55, Chapter 4.1 (Horizontal Property)

Title 55, Chapter 4.2 (Condominium Act)

Title 55, Chapter 19 (Subdivided Land Sales Act)

Title 55, Chapter 21 (Virginia Real Estate Time-Share Act) Title 55, Chapter 24 (Virginia Real Estate Cooperative Act) Title 55, Chapter 26 (Property Owners’ Association Act)

Title 55, Chapter 27 (Virginia Residential Property Disclosure Act) Title 55, Chapter 27.2 (Real Estate Settlements)

Title 55, Chapter 27.3 (Real Estate Settlement Agents)

Title 55, Chapter 28 (Commercial Real Estate Broker's Lien Act)

Title 55, Chapter 29 (Common Interest Community Management Information Fund) 12 USC 3301 et seq. (Financial Institutions Reform, Recovery and Enforcement Act) 15 USC 2601 et seq. (Toxic Substances Control Act)

15 USC 6300 et seq. (Professional Boxing Safety Act of 1996, amended by the Muhammad Ali Boxing Reform Act effective 6/26/00) 42 USC 3601 et seq. (Federal Fair Housing Act)

Application and form design

Alternative dispute resolution

Case management (compliance tracking and documentation)

Common Interest Community Ombudsman determinations

Communications and community outreach

Complaint intake and analysis Customer assistance

Disciplinary informal fact-finding conferences

Employee development

Investigation of regulatory, fair housing and unlicensed activity complaints

Legislative analysis

Quality assurance and performance measures

Records/information management

Recovery fund claims processing

The major source of funding for this service area is licensing fees charged to applicants and regulants. Fee amounts are established for each board to provide revenues and cash reserves that are sufficient for operating expenses, but not excessive. Revenues from fees pay the expenses of each board and a proportionate share of agency operations, including enforcement activities conducted on behalf of the board. In addition, about 30% of the funding for Fair Housing enforcement activity is provided from federal grants. This service area is funded entirely from non-general funds.

The administrative services area provides efficient and effective operational support to all functional areas of DPOR.

This service area aligns with DPOR’s mission to serve and protect the public by providing efficient and effective support to all agency licensure and enforcement functions with many administrative work units collaborating to enhance overall Department efficiency. While administrative services supports primarily internal customers; the service area aligns directly with the agency mission to serve and protect the public, in sections that service a variety of external customers (e.g., customer assistance, community outreach, public relations, public records/information disclosure and employee recruitment).

Title 54.1, Subtitle I. General Provisions Relating to Regulatory Boards

Title 54.1, Subtitle II. Professions and Occupations Regulated by the Department of Professional and Occupational Regulation and Boards within the Department

Title 2.2, Subtitle 1, Part C. State Agencies Related to the General Operation of Government Title 2.2, Subtitle II. Part B. Transaction of Public Business

Title 44, Chapter 3.2 Emergency Services and Disaster Laws

Application and form design Budget and financial management

Business continuity planning

Communications and community outreach

Customer assistance

Employee benefits administration

Employee development

Employee recruitment and succession planning

Facilities management and visitor access control

Information technology and systems development

Legislative analysis

Mail processing and delivery

Policy analysis and plan development

Procurement of goods and services

Quality assurance and performance measurement

Records/information management

Recovery fund claims processing

Risk management

Supply inventory management

The source of funding for this service area is licensing fees charged to applicants and regulants. Fee amounts are established for each board to provide revenues and cash reserves that are sufficient for operating expenses, but not excessive. Revenues from fees pay the expenses of each board and a proportionate share of agency operations, including administrative support activities. This service area is funded entirely from non-general funds.