DSHS HCLA Benefits and Customer Care Operations Program Manager

Washington Department of Natural Resources; Washington; Hybrid; USD 110,000 - 150,000; Full time

Job summary

The Washington State Department of Social and Health Services is seeking a Benefits and Customer Care Operations Program Manager to turn policy changes into practical procedures and to lead training, quality assurance, appeals, and staff development across statewide operations.

You will guide a growing team, collaborate with partner agencies, and build consistent processes and resources. This is a hybrid role in Washington with mostly remote work and occasional in-person trainings.

Qualifications

• Bachelor's degree in social work, human services, business administration, public administration, healthcare administration, or related field.
• Five years of professional supervision and/or management experience delivering social/health services programs.

Responsibilities

• Lead training, quality assurance, appeals, procedure development, and staff development for Benefits and Customer Care operations.
• Manage a growing team including Social and Health Program Consultants.
• Build and improve training, QA, and appeals processes as WA Cares Fund operations develop.
• Turn policy changes into clear procedures and resources staff can use.
• Monitor performance, identify gaps, and implement improvements or corrective actions.
• Ensure WA Cares Fund benefits are delivered legally, accurately, and on time.

Skills

Training leadership

Quality assurance

Staff development

Policy interpretation

Program management

Cross-agency collaboration

Education

Bachelor's degree in social work or related field

Job description

Description

For Internal DSHS Employees

New programs need people who can turn change into structure. As the Benefits and Customer Care Operations Program Manager, you’ll help build the systems behind WA Cares Fund benefit delivery.

You will lead training, quality assurance, appeals, procedures, and staff development across the statewide Contact Center, Centralized Intake, and WA Cares Imaging Unit. And much of that work is still taking shape. Quality assurance is being built. Appeals processes are developing. Policies and procedures continue to change as the program grows. Your job is to bring clarity to that change—so your team knows what they own, how the work should be done, and where to go when they need answers.

We encourage you to apply if you’re comfortable building while leading.

You can take an unfinished process, create structure around it, and give people the direction and resources to carry it forward. You also know you can’t build everything yourself. You’ll lead staff responsible for training, procedures, quality assurance, appeals, and records—setting expectations, delegating ownership, and keeping the pieces connected. That work will influence how WA Cares Fund operates statewide. You’ll help turn policy changes into practice, identify where processes need to improve, and bring operational experience into decisions about how benefits are delivered.

Your first 90 days are about understanding what exists and what still needs to be built.

You’ll learn the work, get to know your team, identify gaps, and establish how questions, policy changes, and new procedures move from decision to implementation. Then you’ll start building consistency—clearer processes, stronger training, meaningful quality standards, and better tools for staff.

This is a hybrid position based anywhere in Washington, with most work performed remotely. The typical schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., with occasional in-person trainings, meetings, and other operational needs.

Within your first year, success means your team knows what they own, has the resources to do it well, and can keep moving as the program evolves.

Still reading? Here’s what you’ll do.

• Lead training, quality assurance, appeals, procedure development, and staff development for Benefits and Customer Care operations.
• Manage a growing team that includes Social and Health Program Consultants.
• Build and improve training, quality assurance, and appeals processes as WA Cares Fund operations develop.
• Turn policy and program changes into clear procedures and resources staff can use.
• Monitor performance, identify gaps, and put improvements or corrective actions in place.
• Help ensure WA Cares Fund benefits are delivered legally, accurately, and on time.
• Recommend changes to statewide policies, procedures, and service delivery.
• Work with other agencies, community organizations, workgroups, and internal partners on WA Cares Fund operations.
• Guide staff and partners through complex program and policy questions.

Who Should Apply

• A bachelor's degree in social work, human services, business administration, public administration, healthcare administration, or a related field.
• Five years of professional supervision and/or management experience planning, administering, developing, or delivering social and health services programs.

Equivalent professional experience may substitute year-for-year for the required education.

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.

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 ( Nepotism) 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.

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