Civic Education Supervisor (Tour and Information Services Coordinator 4)

State-of-Washington-Dept.-of-Enterprise-Service; Olympia (WA); On-site; USD 65,000 - 90,000; Full time

Job summary

The Department of Enterprise Services (DES) in Olympia seeks a Civic Education Supervisor to oversee all civic education tour operations at the Washington State Capitol, leading tour staff to deliver engaging educational experiences for visitors and school groups. You will report to the Visitor Services Manager and help grow the Capitol's public engagement.

This role focuses on managing tours, scheduling, staff hiring and training, coordinating with agency partners, and ensuring a welcoming,

Qualifications

• Six (6) years of progressive experience in community, youth and public engagement.
• Knowledge of civics, the legislative process and/or Washington State history.
• Speaking in front of large groups.
• Giving tours or supervising a tour program.
• Developing and creating educational activities and material.

Responsibilities

• 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-escalation 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.

Skills

Public speaking

Tour program supervision

Educational material development

Civics knowledge

Education

Bachelor's degree or equivalent experience in Business, Social Sciences, Communications, or related field

Tools

Microsoft Office Suite

Job description

Civic Education Supervisor (Tour and Information Services)

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.

Who We Are

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.

About the Opportunity

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.

Some of What You’ll Enjoy Doing Includes:

• 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-escalation 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.

Required Qualifications

• 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 or supervising a tour program.
  • Developing and creating educational activities and material.
• NOTE: Education in Business, Social Sciences, Communications, or related field may be considered for experience, on a year-for-year basis.

Diversity Equity and Inclusion (DEI) Competencies

• Take action to learn and grow: Demonstrate a willingness to learn from new experiences, seek feedback, consider different perspectives, and continuously improve knowledge, skills, communication, and approaches to work.
• Take action to meet the needs of others: Seek to understand the needs and experiences of customers, coworkers, and communities. Identify barriers to access and participation and address them before they become obstacles for the people we serve, providing support that is respectful, timely, and effective.

Preferred Qualifications

• Ability to navigate political or highly charged groups or customers.
• Proficient in the Microsoft Office Suite
• Ability to work with school-aged children.

Background Check Notice

Prior to any new appointment into The Department of Enterprise Services, a background check including criminal record history will be conducted as a condition of employment. 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 position.

Union Inclusion

This position is in a bargaining unit and falls under the Collective Bargaining Agreement between the state of Washington and the Washington Federation of State Employees.

Opportunity for All

The Department of Enterprise Services celebrates our differences and we are committed to a workplace that supports equal opportunity employment and inclusion regardless of race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity diversity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We will also consider qualified applicants with criminal histories, consistent with applicable federal, state and local laws.

You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our organization.

Contact Information

For questions about this recruitment or to request a reasonable accommodation in the application process, contact George Deguzman via email at [e-mail]. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.