L&I Bilingual Spanish Program Support Supervisor

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

***** When hired as bilingual, our top applicant will be required to pass an assessment of your ability to write and speak Spanish fluently. We do not use translating software. Employees with bilingual responsibilities receive a 5% increase in pay.

Are you a bilingual Spanish/English professional with a passion for leadership, customer service, and language access? Do you thrive in a fast-paced environment where your decisions directly impact lives? If so, the Washington State Department of Labor & Industries (L&I) wants to hear from you!

We’re looking for a dedicated and experienced leader to supervise our Bilingual Translation Unit at our Tumwater headquarters. In this role, you’ll lead a team of six highly skilled bilingual Spanish staff members who are responsible for translating crucial agency materials and supporting Spanish-speaking customers across Washington.

This role is a great opportunity to lead language equity in public service. You'll be the driving force behind clear, timely, and culturally appropriate communication for workers, employers, and health care providers across the state. You’ll also provide coverage in the manager’s absence.

This position is an in-office position in our Tumwater, WA (HQ) location.

• Lead & Inspire
  :
  Plan, guide, and mentor a team of six bilingual staff, ensuring high-quality service and translation accuracy.
• Supervise With Impact
  :
  Oversee daily operations, assign translation tasks, review work for quality assurance, and help develop staff through coaching and training.
• Improve Processes
  :
  Analyze workflows and improve call routing systems, translation templates, and customer support strategies.
• Support Statewide Communication
  :
  Translate or oversee translations of crucial documents, including legal orders, forms, medical terms, and public materials.
• Serve as a Liaison
  :
  Communicate directly with Spanish-speaking customers, ensuring they understand their rights, services, and responsibilities in both English and Spanish.
• Step In As Needed
  :
  Serve as acting Customer Service Manager when necessary, leading teams to meet the agency’s mission.
• Uphold Equity
  :
  Lead compliance efforts tied to federal language access agreements, ensuring that Limited English Proficient (LEP) customers receive equal access to services.

High school graduation or equivalent

AND

Three years of applicable experience in the program specialty OR equivalent education/experience.

This could include demonstrated skill in supervision, communication, multitasking, and problem solving.

• Supervision, coaching, and performance management
• Advanced Spanish translation and interpretation
• Effective conflict resolution and customer service
• Time and workload management in a fast-paced environment
• Professional communication – both written and verbal
• Attention to detail and strong decision-making skills

• Proven ability to read, write, and communicate fluently in both Spanish and English
  • In addition to the base salary, the selected incumbent will receive 5% assignment pay for bilingual duties.
  • To be considered for this position you will need to pass a verbal and/or written bilingual Spanish exam.

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

• One year of experience as a supervisor.
• Experience assisting customers in both English and Spanish regarding complaints or problems, will substitute year for year, for education.

• One year of experience in call center operations.

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