Civic Education Supervisor; Tour and Information Services Coordinator

Monday - Friday | 8AM - 5PM | ON-SITE

* Occasional Weekends and Holidays as needed

NOTE:

A rapid recruitment process is expected to fill this position prior to Legislative Session. Candidates should be prepared to have interviews scheduled as early as the week following the posting period and a start date to quickly follow for the selected candidate. The hiring authority reserves the right to offer the position at any time after the required posting period, and during the recruitment process.

It is to the applicant's advantage to apply as early as possible. We invite you to check out our DES Jobs Page for similar roles that may interest you like our Visitor Services Manager, Tour & Visitor Experience Coordinator, and Visitor Services Program Assistant positions.

The Department of Enterprise Services (DES) provides centralized business services to state government agencies; to other public entities such as cities, counties and tribes; and to Washington residents. DES’ mission is to strengthen the business of government for a sustainable and just future. Learn more about DES.

As a Civic Education Supervisor, you will oversee all civic education tour operations for the Washington State Capitol, leading tour staff to deliver meaningful, seamless, and engaging educational experiences for all visitors and school groups. Reporting to the Visitor Services Manager, you will play a key role in the success and growth of the Capitol Security and Visitor Services program by developing strategies, managing daily operations, and collaborating closely with agency partners and stakeholders.

Through your leadership, you will strengthen public engagement, expand access to government, and facilitate civic learning for citizens across the state.

• Manage daily Civic Education program operations, including tour scheduling, logistics, alternate location bookings, and system configurations within the tour reservation system.
• Directly supervise tour staff by handling hiring, training, scheduling, performance evaluations, timesheets, disciplinary actions, and seasonal off-boarding with HR and IT.
• Create and distribute detailed daily tour plans, while coordinating logistics and tenant space usage with agency partners, stakeholders, and legislative staff.
• Resolve escalated customer service and sensitive visitor issues using de‑scalation techniques, while promoting a welcoming, accessible, and viewpoint‑neutral Capitol experience.
• Develop and administer interim civic activities and interpretive space for visitors.
• Develop and maintain all training manuals, conducting annual training for new and returning guides as well as cross‑training backup staff.
• Oversee internal and external communications regarding tour information, daily schedules, and program updates.
• Advise leadership on operational challenges and program improvements using firsthand experience, stakeholder feedback, and historical context.
• Act as the DES representative by managing buildings, enforcing rules and Washington Administrative Codes (WACs), and collaborating with security personnel, maintenance teams, and stakeholders to resolve issues and plan public space usage.
• Provide direct visitor services support as needed during staff shortages, including conducting tours, supporting campus events, and assisting volunteers, employees, and the public.
• Other duties as needed.

• Six (6) years of progressive experience in any combination of the following areas:
  • Community, youth and public engagement.
  • Knowledge of civics, the legislative process and/or Washington State history.
  • Speaking in front of large groups.
  • Giving tours…