Washington State ESD
DSHS HCLA WA Cares Benefits and Customer Care Program Manager
Washington State ESD, Seattle, Washington, us, 98127
The Department of Social and Health Services (DSHS) is seeking a dynamic and results-driven WA Cares Benefits and Customer Care Program Manager to join the WA Cares Fund Division within the Home and Community Living Administration (HCLA). This division plays a vital role in administering home and community-based services that support older adults and individuals with disabilities across Washington State, helping them live independently with dignity and a high quality of life.
In this pivotal role, you'll report to the WA Cares Fund Deputy Director of Operations and be responsible for developing and communicating the business requirements and needs of the public and other users when they contact WA Cares Fund. The role will focus on user experience as innovative systems and processes are being developed that support application for WA Cares Fund benefits, including the internal workflows for the contact center console.
You’ll lead professional-level business analysis and project coordination efforts, while collaborating with executive management, implementing legislative mandates, and shaping transformative systems and policies that impact the lives of thousands of Washingtonians.
Some of what you'll do:
Develop, articulate, and manage the business needs for WA Care Fund systems, including the contact center console.
Lead collaborative business projects across the division to enhance program outcomes alongside key WA Cares Fund partners and experts.
Apply independent judgment to evaluate business operations and deliver proactive, high-impact solutions that shape statewide practices.
Conduct research and analysis of HCLA-wide policies and procedures to support evidence-based decision-making.
Design innovative strategies and proposals using analytical approaches and deep problem-solving techniques.
Manage small to medium-sized projects, facilitate meetings and trainings, and build documentation that drives successful outcomes.
Additional skills, knowledge and abilities that we are looking for:
Proven success collaborating on complex IT projects or systems alongside internal teams and external stakeholders.
Skilled in analyzing and resolving critical technical and operational challenges while driving creative solutions and risk mitigation strategies.
Ability to build strong relationships across all organizational levels and clearly communicate complex business and IT concepts to diverse audiences.
Demonstrates innovative and decisive thinking, sound judgment, and effective problem-solving in high-stakes environments.
Excellent organizational abilities with a track record of managing multiple deliverables and meeting key deadlines.
Capable of independently researching, analyzing, and interpreting complex issues to inform strategic direction and planning.
Deep understanding of the Department’s strategic plan, core mission, and values, and how to translate them into actionable outcomes.
Who should apply?
We are looking for professionals with:
A bachelor’s degree in business administration, public administration, law, public health, health administration, or a related field and five years of experience working in state benefit programs, including contact center operations.
Or,
A combination of experience and education for a total of nine years. Years of experience must be working in long-term care planning, assessment, or service delivery.
Note:
Relevant professional experience may substitute for required education on a year-for-year basis. Interested?
Apply today! Please include the following with your application: A current resume. A one page letter of interest specifically addressing the knowledge, skills, and experience you have related to the job and duties. Three professional references, including their email and phone number to contact. 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 an equity, anti-racism, and social justice commitment to your work with DSHS. We strive to create greater access and affirming representation of the communities we serve, 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. Questions?
Please contact chris.pulley@dshs.wa.gov and reference job number. 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. E-Verify is a registered trademark of the U.S. Department of Homeland Security.
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Relevant professional experience may substitute for required education on a year-for-year basis. Interested?
Apply today! Please include the following with your application: A current resume. A one page letter of interest specifically addressing the knowledge, skills, and experience you have related to the job and duties. Three professional references, including their email and phone number to contact. 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 an equity, anti-racism, and social justice commitment to your work with DSHS. We strive to create greater access and affirming representation of the communities we serve, 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. Questions?
Please contact chris.pulley@dshs.wa.gov and reference job number. 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. E-Verify is a registered trademark of the U.S. Department of Homeland Security.
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