L&I Program Specialist

Our Mission:
Keep Washington Safe and Working! Our Values:
Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability

Please Note:

This recruitment represents 2 permanent positions.

As a Program Specialist 2, you’ll play a key role in advancing the “Working” component by promoting equitable access to program services and supporting both internal and external customers through education and efficient service delivery. In this role, you’ll directly support enforcement of labor laws, including Wage Payment Act (RCW 49.48), Industrial Welfare Act (RCW 49.12), Minimum Wage Act (RCW 49.46), as well as other employment standards regulations, rules, and policies.

This role is essential for ensuring operational efficiency, improving internal and external customer experience, and enhancing overall productivity within the Employment Standards Program.

• Oversee the intake, initial screening, submission, and assignment of worker complaints related to employment standards.
• Ensure intake and triage processes are aligned with program procedures, policies, and legal requirements.
• Serve as a subject matter expert on intake policies and procedures, providing guidance to both internal and external partners, including customer service teams, industrial relations agents, compliance supervisors, program specialists, and leadership at the program and division levels. Provide technical assistance to workers, employers, and the public to help them understand employment rights, complaint options, and appropriate referral pathways.
• Lead the development, implementation, and continuous improvement of program standards, intake tools, correspondence templates, and workflows.
• Maintain accurate and timely data tracking and reporting systems; analyze data to identify trends, access barriers, and areas for operational improvement and to identify opportunities for program development.
• Assess program needs using both quantitative and qualitative data (e.g., internal and external customer experience feedback) to propose informed service enhancements.
• Resolve program service issues by developing and presenting recommendations to program and division leadership.
• Direct, coordinate, and organize daily operations of the intake and triage services to ensure efficiency and quality. Monitor program activities to ensure alignment with established service goals.
• Plan, organize, and resolve non-wage, non-jurisdictional, and non-actionable complaints.

• Promote intake and triaging service and resources with internal and external customers.
• Develop and provide presentations on the intake and triaging service and other related topics.

A combined total of four years of education and/or experience.

Education options includes:

• An Associate’s degree (two years) and two years of qualifying experience as shown below.
• A Bachelor’s Degree (four years)

And/or experience in one or more of the following areas to reach a total of four years:

• Experience as a Customer Service Specialist, Industrial Relations Agent, or Program Specialist.
• Explanation, interpretation, understanding, and enforcement of rules and regulations regarding RCWs, WACs.
• Investigating complaints of misconduct (criminal or civil).
• Collection of revenue/taxes from employers/businesses.
• Audit of employer financial records.

Note:

Experience may be substituted for education at the rate of one year of experience for one year of education for a combined total of 4 years to meet required qualifications.

• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.

• Working with laws governing all phases of labor relations, general policies, principles, and practices; of labor and…