DSHS HCLA WA Cares Fund and Customer Care Supervisor

DSHS HCLA Benefits and Customer Care (BCC) Contact Center Supervisor

The WA Cares Fund is seeking a dynamic Benefits and Customer Care (BCC) Contact Center Supervisor also known as Program Specialist 5 to join our growing team.

Join the WA Cares Fund team within the Home and Community Living Administration (HCLA) to help develop the nation’s first social insurance program for long-term care. This is a unique opportunity to be part of the reason Washington State continues to lead nationally in long-term care policy and insurance coverage for all working Washingtonians.

Our team is responsible for designing and implementing this groundbreaking program and helping Washingtonians understand their new benefit. Your experience will support the Department of Social and Health Services' mission to partner with people in accessing support, care, and resources.

This role offers flexible hybrid remote work. You can be based anywhere in Washington State. However, occasional travel may be required based on business needs.

This opportunity is for DSHS employees only.

• Recruits, hires, trains and evaluates staff on performance and adherence to applicable laws, policies and procedures governing their job assignments
• Sets expectations for performance of unit staff and prepares written performance evaluations
• Ensures equitable work distribution within the unit
• Assigns, prioritizes, audits and reviews work assignments of BCC Specialists
• Evaluates training needs for staff and provides training and guidance to staff on program requirements and policy
• Provides guidance in the areas of time management, organization, and agency policies and procedures
• Trains, disseminates and provides clarification and interpretation to staff in current policy and procedures
• Ensures responses to customer inquiries are completed accurately and timely

• A bachelor’s degree and four years of experience,
• Or
• A master’s degree and two years of experience, in a related field including planning, policy analysis, coordination and consultation with a variety of public and private agencies, organizations, and/or levels of government and supervisory experience.
• Or
• Eight years of professional/practical experience in planning, policy analysis, coordination and consultation with a variety of public and private agencies, organizations, and/or levels of government.
• Concurrently to the above listed qualifications; one year of supervisory experience, overseeing professional staff support.

• Ability to effectively collaborate, cooperate and coordinate with peers, clients, constituents, community partners, outside agencies, other members of the community, internal and external partners, regarding the requirements and services available pertaining to your division
• Ability to communicate through oral and written forms of communication with management, peers, clients and the public
• Ability to supervise staff in a remote work environment
• Ability to comprehend and follow oral and written directives/instructions

Questions? Please reach out to DSHS Recruiter and reference 06904.

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 a fairness, access, and social justice commitment to your work with DSHS. We strive to support all Washingtonians, 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.

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…