DSHS HCLA WA Cares Fund Benefits and Customer Care Supervisor

State of Washington

Multiple Locations Statewide, WAHybridFull-time$71–96K/yrPosted 2 days agoVerified open 1 day ago

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At a glance

Compensation

$71–96K/yr

Location

Multiple Locations Statewide, WAHybrid

Schedule

Full-time

Work Authorization

Not specified

Requirements

Credentials this posting asks for.

Bachelor's degree

Job overview

The WA Cares Fund seeks a dynamic Benefits and Customer Care Contact Center Supervisor to lead a team in designing, implementing, and supporting Washington's first long‑term care social insurance program. The role offers flexible hybrid remote work within Washington State, occasional travel, and involves recruiting, training, evaluating staff, managing performance, and ensuring accurate, timely responses to customer inquiries.

Skills & qualifications

RequiredNice to have

Skills

CollaborationCommunicationRemote SupervisionPolicy Interpretation

Qualifications

Bachelor's DegreeMaster's DegreeFour Years ExperienceTwo Years ExperienceEight Years ExperienceOne Year Supervisory Experience

Full job description

DSHS HCLA Benefits and Customer Care (BCC) Contact Center Supervisor The WA Cares Fund is seeking a dynamic Benefits and Customer Care (BCC) Contact Center Supervisor also known as Program Specialist 5 to join our growing team. Join the WA Cares Fund team within the Home and Community Living Administration (HCLA) to help develop the nation’s first social insurance program for long-term care. This is a unique opportunity to be part of the reason Washington State continues to lead nationally in long-term care policy and insurance coverage for all working Washingtonians. Our team is responsible for designing and implementing this groundbreaking program and helping Washingtonians understand their new benefit. Your experience will support the Department of Social and Health Services' mission to partner with people in accessing support, care, and resources. This role offers flexible hybrid remote work. You can be based anywhere in Washington State. However, occasional travel may be required based on business needs. Some of what you will be doing

Recruits, hires, trains and evaluates staff on performance and adherence to applicable laws, policies and procedures governing their job assignments
Sets expectations for performance of unit staff and prepares written performance evaluations
Ensures equitable work distribution within the unit
Assigns, prioritizes, audits and reviews work assignments of BCC Specialists
Evaluates training needs for staff and provides training and guidance to staff on program requirements and policy
Provides guidance in the areas of time management, organization, and agency policies and procedures
Trains, disseminates and provides clarification and interpretation to staff in current policy and procedures
Ensures responses to customer inquiries are completed accurately and timely

Who should apply A bachelor’s degree and four years of experience, Or A master’s degree and two years of experience, in a related field including planning, policy analysis, coordination and consultation with a variety of public and private agencies, organizations, and/or levels of government and supervisory experience. Or Eight years of professional/practical experience in planning, policy analysis, coordination and consultation with a variety of public and private agencies, organizations, and/or levels of government.

Concurrently to the above listed qualifications; one year of supervisory experience, overseeing professional staff support.

Knowledge, skills and abilities

Ability to effectively collaborate, cooperate and coordinate with peers, clients, constituents, community partners, outside agencies, other members of the community, internal and external partners, regarding the requirements and services available pertaining to your division
Ability to communicate through oral and written forms of communication with management, peers, clients and the public
Ability to supervise staff in a remote work environment
Ability to comprehend and follow oral and written directives/instructions

Learn more about WA Cares Fund:

Questions? Please reach out to DSHS Recruiter and reference 06904.

The Department of Social and Health Services’ (DSHS) vision that people find human services to shape their own lives requires that we come together with a sense of belonging, common purpose, shared values, and meaningful work. It is crucial to our agency’s vision that you bring a fairness, access, and social justice commitment to your work with DSHS. We strive to support all Washingtonians, including Black, Indigenous, and People of Color, people with physical, behavioral health, and intellectual disabilities, elders, LGBTQIA+ individuals, immigrants and refugees, and families building financial security. Prior to a new hire, a background check including criminal record history may be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the job. This announcement may be used to fill multiple vacancies. Employees driving on state business must have a valid driver's license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.

Washington State Department of Social and Health Services is an equal opportunity employer and does not discriminate in any area of employment, its programs or services on the basis of age, sex, sexual orientation, gender, gender identity/expression, marital status, race, creed, color, national origin, religion or beliefs, political affiliation, military status, honorably discharged veteran, Vietnam Era, recently separated or other protected veteran status, the presence of any sensory, mental, physical disability or the use of a trained dog guide or service animal by a person with a disability, equal pay or genetic information. Persons requiring accommodation in the application process or this job announcement in an alternative format may contact the Recruiter at (360) 725-5810. Applicants who are deaf or hard of hearing may call through Washington Relay Service by dialing 7-1-1 or 1-800-833-6384.

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