DSHS ESA Operations Analyst

State of Washington; Pasco (WA); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Telework options

Job summary

State of Washington's ESA Community Services Division seeks an Operations Analyst to provide expert consultation on processes, procedures, and agency IT systems for eligibility and case management of cash, food, and medical assistance programs.

The role supports front-line service delivery statewide, performs Lean-based process improvement, and engages in travel across WA to assess adherence to standards while working in a telework-friendly hybrid structure within the state.

Qualifications

• 7+ years of experience in CSD operations, statewide business processes, and public assistance program delivery.
• Ability to lead workgroups, present complex issues, and facilitate meetings for process management.
• Knowledge of DSHS, ESA, and CSD service delivery methods and operations.

Responsibilities

• Serve as operations SME by consulting on process, procedures, and agency IT systems for eligibility and case management initiatives.
• Travel statewide as a consultant to evaluate adherence to standard procedures and service delivery requirements.
• Collaborate with HQ teams to develop standardized processes and procedures.
• Provide change management guidance for service delivery and case management priorities.

Skills

Process improvement

Lean methodologies

Change management

Stakeholder consultation

Project coordination

Public assistance programs

Data analysis

Education

Bachelor's degree + 3 years experience

Tools

ACES

Avaya

eJAS

BarCode

Word

Excel

Job description

DSHS ESA Community Services Division Operations Analyst

Are you looking to make a difference, grow in your career, and develop solutions? Do you have expertise in processes, procedures, and agency IT systems for eligibility or case management of Community Services Division administered cash, food, and medical assistance programs? Do you enjoy consulting with diverse teams virtually and in person? Are you ready to use your skills to benefit staff statewide?

Join the Economic Services Administration (ESA) Community Services Division Headquarters team responsible for managing operations of federal and state cash, food, and medical assistance programs. As an Operations Analyst, you will provide expertise and consultation on various processes, procedures, and agency IT systems. Your role will involve process improvement, change management, project assignments, and consulting to support service delivery in Community Service Offices and the Statewide Customer Service Contact Center.

CSD Headquarters staff make an impact, explore the state, and grow professionally. All while maintaining the flexibility and independence of telework. This role will utilize a hybrid structure of telework from any location within WA state.

Some Of What You Will Do

• Serve as an operations subject matter expert by providing consultation on process, procedure, and agency IT systems for eligibility and case management initiatives in support of front-line service delivery
• Travel statewide as a consultant to evaluate adherence to standard procedures and service delivery requirements as part of the 360 Assessment Team
• Collaborate with other CSD Headquarters’ teams and stakeholders in managing development of efficient, effective, and standardized processes and procedures
• Conduct professional-level consultation including identifying variables, benefits, risk analysis, and providing options of recommended actions that impact statewide work
• Consult on change management in areas such as prioritizing and planning for changes to service delivery and case management
• Develop recommendations for process and procedure improvement and identify best practices using Lean methodologies

Who Should Apply

• Professionals with 7 years* of experience supporting the administration, analysis, development, or implementation of CSD operations, statewide business processes, and service delivery of public assistance programs; work experience should include the following:
  • Conducting and leading workgroups and committees
  • Use of analytical skills and the ability to present complex issues to a broad audience; communicate effectively with a variety of audiences verbally and written
  • Ability to facilitate meetings for various process management activities including implementation and design, make presentations and accurately record issues
  • Utilizing negotiating skills
  • Managing multiple projects simultaneously
• Knowledge of DSHS, ESA, and CSD service delivery methods and CSD regional and field operations
• Ability for overnight in-state travel
• A bachelor’s degree plus 3 years of experience in service delivery and management of public assistance programs will substitute for work experience described above.

Preferred Knowledge, Skills, And Abilities

• Standardized CSD processes, procedures, principles of shared work, case management practices and social service delivery models
• Strategic planning strategies and quality improvement principles and techniques
• Workload management strategies; project management principles, including project development, implementation, and monitoring; risk assessment and risk mitigation
• Principles of negotiation and conflict resolution
• Prioritize tasks and complete assignments accurately and on time
• Communicate effectively and provide recommendations for CSO and CSCC procedure development, streamlined services delivery design, and program monitoring
• Analyze and interpret operational performance data; recommend options for procedural compliance and process improvement
• Use of software required to complete ESA job functions (including Word, Excel, ACES, Avaya, eJAS, and BarCode)

We partner with people to access support, care, and resources.

Questions about job number 2026-07901? Contact [e-mail].

Supplemental Information

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 driver's license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.

Washington State Department of Social and Health Services is an equal opportunity employer and does not discriminate in any area of employment, its programs or services on the basis of age, sex, sexual orientation, gender, gender identity/expression, marital status, race, creed, color, national origin, religion or beliefs, political affiliation, military status, honorably discharged veteran, Vietnam Era, recently separated or other protected veteran status, the presence of any sensory, mental, physical disability or the use of a trained dog guide or service animal by a person with a disability, equal pay or genetic information. Persons requiring accommodation in the application process or this job announcement in an alternative format may contact the Recruiter at [phone]. Applicants who are deaf or hard of hearing may call through Washington Relay Service by dialing 7-1-1 or 1-800-833-6384.

Relationship and Reporting Structure (Nebotism) Disclosure: If you are selected for hire, you must disclose whether you have a relative, household member, close friend, or romantic partner within your potential supervisory chain of command. DSHS has a Relationships and the Reporting Structure policy that prohibits nepotism and can be reviewed here. Applicants whose appointment would result in a prohibited reporting relationship are not eligible for appointment to that position.

More than Just a Paycheck!

Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Insurance Benefits

• Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
• Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
• To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
• Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
• Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
• The Washington State Employee Assistance Program promotes the health and well‑being of employees.

Retirement And Deferred Compensation

State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre‑tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security

All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness

If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays

Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Sick Leave

Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full‑time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part‑time employees will be proportionate to the number of hours in pay status, in the month to that required for full‑time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)

Full‑time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full‑time employees who are in pay status for less than 80 non‑overtime hours in a month do not earn a monthly accrual of vacation leave.

Part‑time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro‑rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full‑time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in WAC 357-58-175, an employer may authorize a lump‑sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave

Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave

Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave

Leave Sharing

Parental Leave

Family and Medical Leave Act (FMLA)

Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026