DSHS HCLA Customer Service Specialist 2

State of Washington; Spokane (WA); On-site; USD 42,000 - 60,000; Full time

Job summary

Washington State Department of Social and Health Services (DSHS) HCLA – Customer Service Specialist 2 in Spokane focuses on helping older adults and families access long-term care services. You’ll guide through programs, assist with applications, and connect clients with resources.

You will also provide essential administrative support, manage records, and safeguard confidential information to ensure timely, respectful service and efficient program delivery.

Qualifications

• Strong customer service and interpersonal skills for diverse clients.
• Ability to explain eligibility rules and complete applications.
• Calm under pressure with professional, empathetic communication.
• Excellent organizational skills and ability to multitask.
• Ability to interpret policies and provide accurate referrals.
• Proficient with word processing, spreadsheets, and data systems.
• Ability to work independently and in a team environment.

Responsibilities

• Serve as primary contact for clients, families, advocates, and partners with excellent service.
• Educate and assist with long-term care and Medicaid programs, explain eligibility, help complete applications.
• Resolve questions by interpreting policies; de-escalate difficult situations with empathy.
• Coordinate administrative tasks: mail, scanning, file records, support case management staff.
• Manage office operations: supplies, records retention, equipment, daily functions.
• Cross-train staff and provide backup CS for other offices; perform additional duties.

Skills

Customer service

De-escalation

Organizational skills

Policy interpretation

Written communication

Computers & data entry

Independent work

Team collaboration

Education

High school diploma or equivalent

Two years experience assisting clients

Job description

DSHS HCLA – Customer Service Specialist 2 Join our team as a Customer Service Specialist 2 with Home and Community Services in Spokane, where you'll play a vital role in helping older adults, individuals with disabilities, and their families access essential long-term care services and community resources. As the first point of contact for clients, families, advocates, and community partners, you'll provide compassionate customer service, guide individuals through available programs, assist with applications, resolve questions and concerns, and connect people with the support they need. You'll also provide critical administrative support to staff by managing records, processing documentation, coordinating office operations, and safeguarding confidential information. Your work will help ensure vulnerable Washingtonians receive timely, accurate, and respectful service while supporting the efficient delivery of Home and Community Services programs.

Some of what you'll do:

• Serve as a primary point of contact for clients, families, advocates, and community partners by providing exceptional customer service in person, over the phone, and through other communication channels.
• Educate and assist individuals with long-term care and Medicaid programs, explain eligibility requirements, help complete applications, and connect customers with appropriate state and community resources.
• Resolve customer questions and concerns by interpreting agency policies, procedures, and regulations while de-escalating challenging situations with professionalism and empathy.
• Coordinate administrative operations by processing mail, scanning and distributing documents, maintaining confidential records, and providing essential support to case management staff.
• Manage office operations by ordering and maintaining supplies, coordinating records retention, monitoring equipment and office resources, and supporting daily business functions.
• Cross-train and support staff, provide backup customer service for other Home and Community Services offices as needed, and perform additional administrative duties to ensure continuity of operations.

Desired skills, knowledge, and abilities:

• Strong customer service and interpersonal skills, with the ability to communicate professionally and compassionately with clients, families, coworkers, and community partners.
• Ability to remain calm under pressure while de-escalating difficult situations and resolving customer concerns with professionalism and sound judgment.
• Excellent organizational skills with the ability to prioritize competing responsibilities, multitask effectively, and manage a fast-paced workload.
• Ability to interpret and apply policies, procedures, and regulations to provide accurate information and appropriate referrals.
• Strong written communication skills, including the ability to prepare clear, accurate, and professional correspondence and documentation.
• Proficiency using computers and business software, including word processing, spreadsheets, data entry, and multiple information systems.
• Ability to follow written and verbal instructions, work independently, and collaborate effectively as part of a team.

Who should apply?

• A high school diploma or equivalent AND two years of experience assisting clients or customers by responding to inquiries, resolving complaints, or addressing service-related concerns.
• One year of experience as a Customer Service Specialist 1.
• An equivalent combination of education and/or experience totaling two or more years.

Additional information:

• Work schedule: 8:00 AM – 5:00 PM, Monday through Friday.
• This is an on-site position. Employees are required to report to the assigned work location each scheduled workday. Telework and hybrid work arrangements are not available for this position.

Questions?

Please reach out to DSHS Recruiter Saleen Hernandez at [e-mail] and reference job number #06878.

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.

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 (Nevotism) 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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