DSHS ESA Operations Analyst

Washington Department of Natural Resources; Washington; Hybrid; USD 90,000 - 110,000; Full time

Job summary

Washington Department of Social and Health Services (DSHS) ESA Community Services Division seeks an Operations Analyst to improve eligibility and case management processes. You will consult across departments, support statewide service delivery, and guide Lean process improvements.

The role supports telework within WA state with hybrid duties and statewide travel as needed. You will collaborate with ESA/CSD teams, apply change management practices, and analyze data to inform decisions that

Qualifications

• 7 years of experience supporting CSD operations, statewide business processes, and service delivery of public assistance programs.
• Ability to lead workgroups and committees and present complex issues clearly.
• Ability to facilitate meetings for process management activities and design.
• Strong negotiation skills and ability to manage multiple projects simultaneously.
• Knowledge of DSHS, ESA, and CSD service delivery methods.

Responsibilities

• Serve as an operations SME by advising on processes, procedures, and agency IT systems for eligibility and case management.
• Travel statewide to evaluate adherence to procedures and service delivery requirements as part of the 360 Assessment Team.
• Collaborate with CSD HQ teams to develop efficient, standardized processes and procedures.
• Provide professional-level consultation including risk analysis and options for recommended actions statewide.
• Consult on change management for service delivery and case management changes.
• Develop recommendations for process improvement and Lean-based best practices.

Skills

Analytical skills

Effective communication

Meeting facilitation

Negotiation skills

Project management

Education

Bachelor's degree

Tools

Word

Excel

ACES

Avaya

eJAS

BarCode

Job description

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.

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 an equity, anti-racism, and social justice commitment to your work with DSHS. We strive to create greater access and affirming representation of the communities we serve, 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.

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