Intake Specialist: Advocate for Rights and Dignity

State of Washington; Olympia (WA); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Health benefits

State retirement

Paid holidays

Job summary

State of Washington’s Office of Corrections Ombuds (OCO) in Olympia is seeking an intake-focused role to be the first point of contact for health, safety, welfare, and rights concerns from incarcerated individuals and families. This on-site position may transition to a hybrid schedule after one year, with a strong emphasis on accurate documentation and timely escalation.

You will handle hotline and mail complaints, draft communications, and support investigators while maintaining strict

Qualifications

• Experience providing administrative support, customer service, or intake services.
• Ability to conduct intake by phone, written forms, email, or other methods and determine next steps.
• Attention to accurate data entry and case documentation in CMS or similar system.
• Ability to communicate respectfully with distressed individuals and de-escalate as needed.
• Discretion handling confidential records and information.
• Familiarity with Microsoft 365, SharePoint, and standard office tools.

Responsibilities

• Handle intake for concerns via hotline, mail, email, and online submissions.
• Process and route complaints, gather information, and determine next steps.
• Provide on-site intake support and assist investigators with information gathering.
• Draft clear communications for internal and external audiences.
• Engage with incarcerated individuals with trauma-informed approaches.
• Process mail intake, document scanning, and CMS updates.
• Assist investigators and support case management activities.
• Ensure confidentiality and proper records management.
• Create and process public records requests in GovQA.

Skills

Administrative support

Customer service

Case management

Intake and triage

Trauma-informed communication

Communication under distress

De-escalation techniques

Record keeping

Education

Knowledge of DOC/corrections environment

Tools

Microsoft 365

SharePoint

Excel

Adobe Acrobat

Job description

State of Washington’s Office of Corrections Ombuds (OCO) in Olympia is seeking an intake-focused role to be the first point of contact for health, safety, welfare, and rights concerns from incarcerated individuals and families. This on-site position may transition to a hybrid schedule after one year, with a strong emphasis on accurate documentation and timely escalation.

You will handle hotline and mail complaints, draft communications, and support investigators while maintaining strict