State of Washington
DSHS HCLA Beneficiary Experience Manager- WA Cares
State of Washington, Kent, Washington, us, 98089
Overview
Are you passionate about making a difference in social and health services? Come join the WA Cares Fund team within the Home and Community Living Administration to help develop the first-in-the-nation social insurance program and be part of the latest example of why Washington State is a national leader in long-term care for all working Washingtonians. The WA Cares Fund is seeking a strategic and collaborative Beneficiary Experience Manager to lead the development and implementation of statewide policies and procedures that shape the beneficiary intake and referral experience. This role will evaluate the full application and intake journey, identifying key intervention points where policies, procedures, or staff guidance can improve outcomes for beneficiaries both during and after their use of WA Cares services. Acting as a critical liaison between the WA Cares policy and technology teams, as well as external partners like ESD and HCA, you’ll ensure a seamless, coordinated experience and continuity of support for all beneficiaries. This position offers flexible hybrid remote work. However, occasional travel may be required based on business needs. The official duty station is in Lacey, WA. Some of what you will be doing: Responsibilities
Evaluate the WA Cares application and intake process to identify opportunities for improved policies, procedures, and staff guidance that enhance the beneficiary experience. Draft, implement, and maintain clear, consistent statewide policies and procedures related to intake, referrals, benefit navigation, and continuity of services. Serve as a key liaison between WA Cares policy and technology teams, as well as partner entities (ESD and HCA), to ensure a seamless intake experience and system alignment. Lead and facilitate cross-agency workgroups to align goals, troubleshoot issues, and ensure shared ownership of WA Cares policies and outcomes. Coordinate with DSHS, ESD, HCA, and the Area Agencies on Aging (AAA) to ensure unified practices in beneficiary intake, options counseling, and transitions. Provide expert consultation to internal teams, including Business Program Managers and Analysts, to guide the intersection of policy, procedure, and proprietary technology systems. Support teams that work directly with the AAA/ADRC network to ensure field staff are informed, trained, and equipped to deliver consistent, beneficiary-centered services. Monitor compliance with applicable laws and regulations, and contribute to audit responses, quality improvement plans, and culturally responsive service delivery practices. Required Qualifications
Master’s degree in liberal arts, one of the social sciences, or other related field. And 3 years of experience in program management and policy development for social services, long-term care, healthcare programs, or state government programs. At least one of the three years must demonstrate professional experience writing policy and procedure documents, interpretation of rules and regulations, or writing technical manuals. Bachelor’s degree in liberal arts, one of the social sciences, or other related field. And 5 years of experience in program management and policy development for social services, long-term care, healthcare programs, or state government programs. At least two of the five years must demonstrate professional experience writing policy and procedure documents, interpretation of rules and regulations, or writing technical manuals. Or 9 years of practical/professional experience in program management and policy development for social services, long-term care, healthcare programs, or state government programs. At least four of the nine years must demonstrate professional experience writing policy and procedure documents, interpretation of rules and regulation, or writing technical manuals. This position must also have the following skills: strong critical thinking and communication skills, able to explain complex ideas clearly, write policies and reports, and speak/present effectively with different audiences. Preferred knowledge, skills, and abilities
Bachelor’s degree in a writing-focused field (e.g., English, journalism, law, social sciences). Experience working independently on executive-level projects and assessing the impact of policy or legislative changes. Understanding of long-term services and supports, including Aging and Disability Resource Centers and Community Living Connections. This job is classified as Washington Management Services 2 (WMS2). How to apply Interested? Please apply with: Current chronological resume A cover letter explaining why you are interested in the job, skills, and experience that make you the best person for the job Questions?
Contact reema.goyal@dshs.wa.gov, reference job number 06056, or call (360) 725-5810. The Department of Social and Health Services’ (DSHS) vision requires equity, anti-racism, and social justice commitments in the work. We strive to create greater access and affirming representation of the communities we serve, including Black, Indigenous, and People of Color, people with 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. This announcement may be used to fill multiple vacancies. Employees driving on state business must have a valid driver’s license and, if driving a privately owned vehicle on state business, must have liability insurance. E-Verify is a registered trademark of the U.S. Department of Homeland Security.
#J-18808-Ljbffr
Are you passionate about making a difference in social and health services? Come join the WA Cares Fund team within the Home and Community Living Administration to help develop the first-in-the-nation social insurance program and be part of the latest example of why Washington State is a national leader in long-term care for all working Washingtonians. The WA Cares Fund is seeking a strategic and collaborative Beneficiary Experience Manager to lead the development and implementation of statewide policies and procedures that shape the beneficiary intake and referral experience. This role will evaluate the full application and intake journey, identifying key intervention points where policies, procedures, or staff guidance can improve outcomes for beneficiaries both during and after their use of WA Cares services. Acting as a critical liaison between the WA Cares policy and technology teams, as well as external partners like ESD and HCA, you’ll ensure a seamless, coordinated experience and continuity of support for all beneficiaries. This position offers flexible hybrid remote work. However, occasional travel may be required based on business needs. The official duty station is in Lacey, WA. Some of what you will be doing: Responsibilities
Evaluate the WA Cares application and intake process to identify opportunities for improved policies, procedures, and staff guidance that enhance the beneficiary experience. Draft, implement, and maintain clear, consistent statewide policies and procedures related to intake, referrals, benefit navigation, and continuity of services. Serve as a key liaison between WA Cares policy and technology teams, as well as partner entities (ESD and HCA), to ensure a seamless intake experience and system alignment. Lead and facilitate cross-agency workgroups to align goals, troubleshoot issues, and ensure shared ownership of WA Cares policies and outcomes. Coordinate with DSHS, ESD, HCA, and the Area Agencies on Aging (AAA) to ensure unified practices in beneficiary intake, options counseling, and transitions. Provide expert consultation to internal teams, including Business Program Managers and Analysts, to guide the intersection of policy, procedure, and proprietary technology systems. Support teams that work directly with the AAA/ADRC network to ensure field staff are informed, trained, and equipped to deliver consistent, beneficiary-centered services. Monitor compliance with applicable laws and regulations, and contribute to audit responses, quality improvement plans, and culturally responsive service delivery practices. Required Qualifications
Master’s degree in liberal arts, one of the social sciences, or other related field. And 3 years of experience in program management and policy development for social services, long-term care, healthcare programs, or state government programs. At least one of the three years must demonstrate professional experience writing policy and procedure documents, interpretation of rules and regulations, or writing technical manuals. Bachelor’s degree in liberal arts, one of the social sciences, or other related field. And 5 years of experience in program management and policy development for social services, long-term care, healthcare programs, or state government programs. At least two of the five years must demonstrate professional experience writing policy and procedure documents, interpretation of rules and regulations, or writing technical manuals. Or 9 years of practical/professional experience in program management and policy development for social services, long-term care, healthcare programs, or state government programs. At least four of the nine years must demonstrate professional experience writing policy and procedure documents, interpretation of rules and regulation, or writing technical manuals. This position must also have the following skills: strong critical thinking and communication skills, able to explain complex ideas clearly, write policies and reports, and speak/present effectively with different audiences. Preferred knowledge, skills, and abilities
Bachelor’s degree in a writing-focused field (e.g., English, journalism, law, social sciences). Experience working independently on executive-level projects and assessing the impact of policy or legislative changes. Understanding of long-term services and supports, including Aging and Disability Resource Centers and Community Living Connections. This job is classified as Washington Management Services 2 (WMS2). How to apply Interested? Please apply with: Current chronological resume A cover letter explaining why you are interested in the job, skills, and experience that make you the best person for the job Questions?
Contact reema.goyal@dshs.wa.gov, reference job number 06056, or call (360) 725-5810. The Department of Social and Health Services’ (DSHS) vision requires equity, anti-racism, and social justice commitments in the work. We strive to create greater access and affirming representation of the communities we serve, including Black, Indigenous, and People of Color, people with 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. This announcement may be used to fill multiple vacancies. Employees driving on state business must have a valid driver’s license and, if driving a privately owned vehicle on state business, must have liability insurance. E-Verify is a registered trademark of the U.S. Department of Homeland Security.
#J-18808-Ljbffr