DSHS HCLA Customer Care Supervisor

DSHS HCLA Program Specialist 5 – WA Cares Fund BCC Supervisor

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.

DSHS’s Home & Community Living Administration (HCLA) WCF is hiring key team members now to assist as we move toward the full implementation of the program. The innovative work that you do now will aid qualified people and their authorized representatives to apply for and access their earned benefits that help pay for daily-living activities. Your experience, knowledge, and skills make a difference.

We are hiring a Program Specialist 5 – WA Cares Fund Benefits and Customer Care (BCC) Supervisor. In this key leadership role, you will supervise a unit of Program Specialist 3 BCC Specialists within the WA Cares Statewide Benefits and Customer Care Contact Center. You will assign, prioritize, and review work assignments while providing guidance and consultation to ensure high-quality customer service and a positive experience for clients.

The WA Cares Fund provides affordable long-term care coverage for all working Washingtonians, supporting older adults, vulnerable adults, individuals with disabilities, and their families. By joining this team, you will play a critical role in helping HCLA fulfill its mission of connecting people with the care, support, and resources they need.

• Supervise a team of Program Specialist 3s who provide education, assistance, and options counseling on WA Cares program requirements through phone and online inquiries
• Recruit, hire, train, and evaluate staff; set clear performance expectations and ensure equitable workload distribution
• Provide ongoing coaching and training on WA Cares Fund policy, procedures, and system use to maintain consistency and compliance
• Monitor case records and staff performance to ensure accurate, timely, and effective customer service delivery
• Prepare and analyze reports to track performance measures, identify trends, and improve unit operations
• Collaborate with leadership, peers, and community partners to strengthen service delivery and resolve complex issues
• Represent the agency in meetings, work groups, and hearings; serve as a mandatory reporter for vulnerable populations

We are seeking professionals who meet one of the following qualifications:

• Bachelor’s degree in a related field and four years of experience in planning, policy analysis, coordination, and consultation with public and private agencies, organizations, and/or government entities
• Master’s degree in a related field and two years of experience in planning, policy analysis, coordination, and consultation with public and private agencies, organizations, and/or government entities
• Eight years of professional or practical experience in planning, policy analysis, coordination, and consultation with public and private agencies, organizations, and/or government entities
• In addition to the above, interested applicants must have at least one year of supervisory experience overseeing professional staff

• Strong leadership and supervisory skills, including coaching, performance evaluation, and workload management in a remote environment
• Excellent oral and written communication skills with the ability to collaborate effectively with staff, management, and community partners
• Skilled in conflict resolution, decision-making, and exercising sound professional judgment in complex or sensitive situations
• Ability to analyze programmatic issues, develop solutions, and manage multiple priorities to meet deadlines
• Proficiency with Microsoft Office applications and familiarity with DSHS databases such as Provider One
• Knowledge of WA Cares Fund,…