DSHS HCLA Intake Specialist

WA Cares Fund Benefits and Customer Care Specialist

Make a meaningful impact in long-term care policy by embracing this thrilling opportunity. The WA Cares Fund is the first of its kind in the United States, showcasing why Washington State leads the nation in long-term care initiatives. Created by the WA State Legislature, the WA Cares Fund (WCF) offers affordable long-term care insurance coverage to all working Washingtonians. This is a rare opportunity to become one of the founding team members as we introduce the nation’s first long-term services and supports social insurance program.

WA Cares, within DSHS’s Home & Community Living Administration (HCLA) is hiring key team members to assist as we move toward the full implementation of the WA Cares program. Beginning in May 2026, Intake Specialists will assist qualified applicants and their authorized representatives with access to their earned benefits. Your experience, knowledge, and skills make a difference.

The Intake Specialist, also called a Program Specialist 3, functions under general supervision in the intake unit, serving an assigned region. These positions are responsible for the intake process and assessment scheduling for WA Cares Fund. Intake and referral services are provided over the phone, online, and may conduct in‑person services. It fulfills the department’s duties under RCW 50B.04.060 to determine eligibility for WA Cares Fund by screening an individual for a long‑term care assessment to ensure that a qualified individual requires assistance with activities of daily living, which is anticipated to last 90 days or longer.

The work schedule is Monday–Friday: 8am–5pm. Flex schedules are currently not available for these positions (per WA Cares leadership). Hybrid work is mostly from home with occasional in‑person training and meetings. Positions are assigned to DSHS regions. Qualified candidates will be placed in positions based on the region that aligns with their home address.

• Intake is the process of gathering necessary information from an applicant to prepare for, determine the type of, and schedule their Care Needs Assessment. Some of what an Intake Specialist will do includes:
  • Contact the applicant via phone at their preferred day/time.
  • Talk through intake questionnaire with applicant including questions about their living situation and language access needs.
  • Schedule the care needs assessment and language assistance if needed, or schedule via Zoom if applicable.
  • Set expectations for care needs assessment.
• Refer individual to alternative community supports if individual chooses not to pursue their WA Cares Fund assessment, including other state or federal programs.
• Document relevant safety issues that the assessor must be aware of prior to making an in‑person visit.
• Ensure timely and accurate data input into all applicable WA Cares Fund systems for accurate case records according to manual and other instructional requirements.

• Professionals with a bachelor’s degree and 2 years of experience including planning, policy analysis, coordination and consultation with a variety of public and private agencies, organizations, or levels of government.
• Or, 6 years of professional/practical experience in planning, policy analysis, coordination and consultation with a variety of public and private agencies, organizations, or levels of government.

Employees will be expected to successfully complete the formal training course within one year of their appointment.

• Skilled in providing excellent and accurate customer service over the phone.
• Enjoys multitasking while working in a fast‑paced customer center environment.
• Proficient with Microsoft tools, internet searches and data entry.
• Familiar with long‑term care RCW and WAC regulations a plus!

DSHS partners with people to access support, care, and resources. The hiring supervisor may review application materials and make a hiring decision at any point after the first 7 days of the advertising process. Applications will be reviewed on an on‑going basis. It is in your best interest to apply as soon as possible.

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