DSHS HCLA WA Cares Fund Benefits and Customer Care Intake Program Manager

State of Washington; Olympia (WA); On-site; USD 90,000 - 130,000; Full time

Job summary

Washington State Department of Social and Health Services seeks a Program Manager for WA Cares Fund Intake within Home and Community Living Administration. You will lead intake staff, ensure high-quality service, and collaborate with the Washington Management Service to set goals, budget, and policy updates.

The role focuses on statewide intake process management, regulatory coordination, stakeholder engagement, and ensuring culturally sensitive practices while achieving performance metrics and

Qualifications

• A bachelor’s degree, in public administration, health, social services, or related field, and five years of professional supervision experience in planning, administering, developing, or delivering social and health services programs.
• Equivalent experience may substitute year-for-year for required education.

Responsibilities

• Implement statewide WA Cares Fund Intake policies and procedures.
• Monitor, evaluate, and assess the operations for the intake units.
• Put work plans into action for maximizing operational efficiencies.
• Identify program and service gaps and develop the plans necessary to address changes.
• Contribute to setting the scope for statewide policy updates and changes.
• Ensure culturally sensitive practices are followed during beneficiary interactions.
• Participate in staffing and training management.
• Represent the program by engaging with internal and external stakeholders as a subject matter expert.
• Responds to legislative, and constituent, concerns, inquiries, and complaints.

Education

Bachelor's degree in public administration, health, social services, or related field

Job description

Picture yourself partnering with team members in their daily work by delivering solutions that enable the effectiveness of WA Cares Fundsystems as the Benefits and Customer Care Intake Program Manager. Working within the Home and Community Living Administration (HCLA), you will report to the Deputy Administrator. This position is responsible for providing management, direction, accountability, and policy and procedure clarifications to the intake staff, ensuring the delivery of high-quality customer service, efficient workforce management, and achievement of performance metrics. Collaborate closely with the Washington Management Service (WMS) team to support statewide operations including goal setting, budget development, and procedure development to new policy.

In this role, you’ll manage the intake process to ensure beneficiaries receive timely and appropriate access to services.

The Program Manager represents WA Cares Fund in strategic planning and interagency collaboration, defining business requirements, advocating for system enhancements, and ensuring technology solutions align with program and operational priorities.

Some of what you'll be doing:

• Implement statewide WA Cares Fund Intake policies and procedures.
• Monitor, evaluate, and assess the operations for the intake units.
• Put work plans into action for maximizing operational efficiencies.
• Identify program and service gaps and develop the plans necessary to address changes.
• Contribute to setting the scope for statewide policy updates and changes.
• Ensure culturally sensitive practices are followed during beneficiary interactions.
• Participate in staffing and training management.
• Represent the program by engaging with internal and external stakeholders as a subject matter expert.
• Responds to legislative, and constituent, concerns, inquiries, and complaints.

We are looking for a creative, flexible, and collaborative individual with stellar communication and problem-solving skills. Our ideal applicant enjoys working with internal and external customers, ensures compliance and is meticulous about details.

Required Qualifications

• A bachelor’s degree, in public administration, health, social services, or related field, and five years of professional supervision experience in planning, administering, developing, or delivering social and health services programs.
• Equivalent experience may substitute year-for-year for required education.

Preferred experience

• The ability to work independently and appropriately escalates issues, risks, and situations that require management attention and/or decisions.
• The ability to lead workgroups to identify and analyze solutions to issues and develop risk mitigation strategies.
• Ability to use research, data, and analysis to create reports and formulate and inform decision making.
• Experience and/or knowledge conducting long-term care assessments.
• Knowledge of principles and practices of long-term care insurance programs.
• The ability to communicate complex information between the business and technology team in ways that can be understood based on their knowledge level.
• Excellent organizational skills including the ability to coordinate multiple work products and meet critical deadlines.
• Experience managing system development and implementation projects within the Washington State environment and working with DSHS Enterprise Technology, WATech, and other state agencies

The Department of Social and Health Services’ 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 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.

If you have questions, contact Chris at [e-mail] and reference 08545 as the subject.

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.

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