DSHS WCF Benefits and Customer Care Operations Program Manager

State of Washington; Everett (WA); Hybrid; USD 95,000 - 130,000; Full time

Job summary

Washington State Department of Social and Health Services seeks an experienced Program Manager for Benefits and Customer Care Operations to turn policy changes into practical, structured workflows. You will lead training, quality assurance, and staff development across statewide centers, guiding teams through evolving procedures and ensuring compliant, timely benefit delivery.

Your role includes building consistency in processes, partnering with other agencies, and setting clear ownership while

Qualifications

• Bachelor’s degree in a related field or equivalent professional experience.
• Five years of professional supervision/management in social and health services.
• Equivalence may substitute for education requirements.

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 for staff.
• Monitor performance, identify gaps, and implement improvements or corrective actions.
• Ensure WA Cares Fund benefits are delivered legally, accurately, and on time.
• Recommend changes to statewide policies, procedures, and service delivery.
• Collaborate with other agencies and internal partners on WA Cares Fund operations.
• Guide staff and partners through complex program and policy questions.

Skills

Supervision experience

Management

Training

Quality assurance

Policy interpretation

Stakeholder collaboration

Education

Bachelor's degree in social work, human services, business administration, public administration, healthcare administration, or related field

Job description

For Internal DSHS Employees

New programs need people who can turn change into structure.

Description

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'll 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.

Some Of 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.

Required

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.

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.

More than Just a Paycheck!

Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read About Our Benefits

The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits

Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement And Deferred Compensation

State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security

All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness

If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays

Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave

Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)

Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave

Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave

Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave

Leave Sharing

Parental Leave

Family and Medical Leave Act (FMLA)

Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026