DSHS HCLA Customer Service Specialist 3

Washington State Department of Social and Health Services; Washington; On-site; USD 42,000 - 54,000; Full time

Job summary

Washington State Department of Social and Health Services in Spokane is seeking a Customer Service Specialist 3 to support, guide, and connect clients with long-term care services. You will explain agency processes, resolve complex issues, and interpret policies to help individuals access care in their homes and communities.

The position involves front desk and phone support, triage of client needs across multiple systems, and collaboration with Adult Protective Services and Social Services

Qualifications

• Associate’s degree and three years of customer service experience; OR Bachelor’s degree and one year of customer service experience; OR equivalent education/experience totaling five+ years.
• Valid Driver's License preferred.

Responsibilities

• Serve as a senior customer service specialist handling complex inquiries and resolving client concerns.
• Provide front desk and phone support by greeting clients, answering calls, managing voicemail, and responding to inquiries.
• Assess, triage, and document client needs using Barcode, ACES Online, and CARE; route issues to appropriate staff for follow‑up.
• Research and interpret agency policies, procedures, and regulations to provide accurate guidance to clients and staff.
• Process incoming and outgoing communications (mail, fax, referrals); track referrals using agency systems.
• Maintain office operations by managing supply inventory, preparing packets, and supporting fleet coordination.
• Support internal teams, including Adult Protective Services and Social Services Intake, while participating in trainings and policy updates.

Skills

Customer service

Microsoft Office

Clear communication

Judgment

Multitasking

Records management

Policy interpretation

Education

Associate’s degree + 3 years experience

Bachelor’s degree + 1 year experience

Equivalent education/experience 5+ years

Tools

Barcode system

ACES Online

CARE system

Job description

Description

DSHS HCLA HCS - Customer Service Specialist 3

Join our team in Spokane as a Customer Service Specialist 3 within Home and Community Services (HCS), where you will play a key role in supporting individuals and families in accessing long‑term care services. In this position, you will assist clients, partners, and the public by explaining agency processes, resolving complex service‑related concerns, and interpreting policies and regulations. Your work directly supports the Home and Community Living Administration’s (HCLA) mission to provide timely, person‑centered services that help individuals remain in their homes and communities, improving access and outcomes for those we serve.

Some Of What You'll Do

• Serve as a senior customer service specialist handling complex, cross‑agency inquiries and resolving client and stakeholder concerns.
• Provide front desk and phone support by greeting clients, answering calls, managing voicemail, and responding to public and partner inquiries.
• Assess, triage, and document client needs using systems such as Barcode, ACES Online, and CARE; route issues to appropriate staff for follow‑up.
• Research and interpret agency policies, procedures, and regulations to provide accurate guidance to clients, staff, and external partners.
• Process incoming and outgoing communications, including mail, fax, and intake referrals; assign and track referrals using agency systems.
• Maintain office operations by managing supply inventory, preparing application and field packets, and supporting fleet coordination activities.
• Support internal teams, including Adult Protective Services and Social Services Intake, while participating in trainings, meetings, and ongoing policy updates.

Desired skills, knowledge, and abilities:

• Strong customer service skills with the ability to resolve complaints and provide effective solutions.
• Proficiency in operating multiple computer systems and Microsoft Office applications.
• Ability to communicate clearly and professionally, both verbally and in writing, with diverse audiences.
• Sound judgment and decision‑making skills, including the ability to assess situations and determine appropriate next steps.
• Ability to multitask, prioritize workload, and manage competing demands in a fast‑paced office environment.
• Knowledge of general office practices, including report preparation, document handling, and records management.
• Ability to interpret and explain policies, procedures, forms, and services to clients and the public, including connecting individuals to appropriate resources.

Who should apply?

We’re looking for professionals who meet one of the following:

• An Associate’s degree and three years of experience providing customer service support related to inquiries, complaints, or problem resolution; OR
• A Bachelor’s degree and one year of experience providing customer service support related to inquiries, complaints, or problem resolution; OR
• An equivalent education and/or experience totaling five or more years in customer service support related to inquiries, complaints, or problem resolution.
• Valid Driver's License preferred

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 #06877.

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 (N) 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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