DSHS WCF Benefits and Customer Care Operations Program Manager

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

Job summary

State of Washington seeks an experienced Program Manager to lead Benefits and Customer Care operations, building structure around evolving processes and policies. You will direct training, QA, appeals, and staff development across statewide units, ensuring compliant, timely delivery of WA Cares Fund benefits.

You will supervise a growing team, translate policy changes into actionable procedures, and partner with other agencies to align services across the state. Hybrid work from WA is typical.

Qualifications

• Bachelor's degree in social work, human services, or a related field.
• Five years of professional supervision/management experience in social and health services.

Responsibilities

• Lead training, quality assurance, appeals, procedures, 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 and program changes into clear procedures and resources staff can use.
• Monitor performance, identify gaps, and implement improvements or corrective actions.
• Help 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, community organizations, workgroups, and internal partners.

Skills

Training leadership

Quality assurance

Staff development

Policy implementation

Project management

Interagency collaboration

Supervision

Education

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

Job 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’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.

Who Should Apply

Required:

• 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 (Potential 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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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.