L&I Program Specialist 2

Washington State Department of Labor & Industries; Washington; Hybrid; USD 70,000 - 95,000; Full time

Job summary

Washington State Department of Labor & Industries is seeking a Program Specialist 2 to advance equitable access to enforcement services. You’ll support internal and external customers through education, triage, and efficient service delivery while enforcing Wage Payment Act, Industrial Welfare Act, and Minimum Wage Act provisions.

The role emphasizes improving customer experience, data-driven program development, and cross-department collaboration to ensure timely case handling and compliance

Qualifications

• Combined total of four years of education and/or experience.
• Experience as Customer Service Specialist, Industrial Relations Agent, or Program Specialist.
• Ability to interpret RCWs, WACs, and enforcement rules.
• Experience auditing or investigating complaints related to labor standards.
• Strong data tracking, analysis, and reporting skills.

Responsibilities

• Oversee intake, screening, submission, and assignment of worker complaints.
• Ensure intake processes align with program procedures and legal requirements.
• Provide guidance to internal and external partners on intake policies and procedures.
• Develop and improve program standards, intake tools, templates, and workflows.
• Maintain data tracking and reporting systems; analyze trends and barriers.
• Plan and coordinate daily intake and triage operations for efficiency.

Skills

Customer Service

IR Knowledge

Policy Understanding

Data Analysis

Communication

Team Collaboration

Education

Associate’s degree

Bachelor’s Degree

Tools

CATS

LINIIS

Outlook

Teams

Zoom

Excel

Word

Adobe PDF

Job description

Our Mission

Keep Washington Safe and Working!

Our Values

Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability

This recruitment represents 2 permanent positions.

Job Highlights

As a Program Specialist 2, you’ll play a key role in advancing the “Working” component by promoting equitable access to program services and supporting both internal and external customers through education and efficient service delivery. In this role, you’ll directly support enforcement of labor laws, including Wage Payment Act (RCW 49.48), Industrial Welfare Act (RCW 49.12), Minimum Wage Act (RCW 49.46), as well as other employment standards regulations, rules, and policies. This role is essential for ensuring operational efficiency, improving internal and external customer experience, and enhancing overall productivity within the Employment Standards Program.

Some Of What You’ll Do

• Oversee the intake, initial screening, submission, and assignment of worker complaints related to employment standards.
• Ensure intake and triage processes are aligned with program procedures, policies, and legal requirements.
• Serve as a subject matter expert on intake policies and procedures, providing guidance to both internal and external partners, including customer service teams, industrial relations agents, compliance supervisors, program specialists, and leadership at the program and division levels. Provide technical assistance to workers, employers, and the public to help them understand employment rights, complaint options, and appropriate referral pathways.
• Lead the development, implementation, and continuous improvement of program standards, intake tools, correspondence templates, and workflows.
• Maintain accurate and timely data tracking and reporting systems; analyze data to identify trends, access barriers, and areas for operational improvement and to identify opportunities for program development.
• Assess program needs using both quantitative and qualitative data (e.g., internal and external customer experience feedback) to propose informed service enhancements.
• Resolve program service issues by developing and presenting recommendations to program and division leadership.
• Direct, coordinate, and organize daily operations of the intake and triage services to ensure efficiency and quality. Monitor program activities to ensure alignment with established service goals.
• Plan, organize, and resolve non-wage, non-jurisdictional, and non-actionable complaints.
• Promote intake and triaging service and resources with internal and external customers.
• Develop and provide presentations on the intake and triaging service and other related topics.

Qualifications

Required: A combined total of four years of education and/or experience.

Education Options Includes

• An Associate’s degree (two years) and two years of qualifying experience as shown below.
• A Bachelor’s Degree (four years)

And/or experience in one or more of the following areas to reach a total of four years:

• Experience as a Customer Service Specialist, Industrial Relations Agent, or Program Specialist.
• Explanation, interpretation, understanding, and enforcement of rules and regulations regarding RCWs, WACs.
• Investigating complaints of misconduct (criminal or civil).
• Collection of revenue/taxes from employers/businesses.
• Audit of employer financial records.

Note: Experience may be substituted for education at the rate of one year of experience for one year of education for a combined total of 4 years to meet required qualifications.

AND

• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.

Desired

• Working with laws governing all phases of labor relations, general policies, principles, and practices; of labor and management; state wage and hour laws and regulations; contracts and related labor relations; and techniques of personal investigations; rules of evidence, auditing, accounting, and bookkeeping procedures; human resources experience.
• Working in a call center explaining RCWs and WACs
• Understanding of interaction between federal and state laws
• Presenting complex information in clear, concise, and logical sequence; gather, preserve, and present material, relevant and pertinent evidence; exercise mature judgment in a wide variety of public contacts.
• Managing special projects.
• Completing specialized tasks and investigations; prioritize staff workload, monitor workload output; provide on-the-job training; compile and analyze service data reports.
• Serve as the initial contact for customers seeking services.
• Conduct investigations or audit records related to labor laws.
• Provide support to internal teams by performing triage and administrative intake tasks.
• Help to reduce case management backlogs and prevent future delays.
• Identify outreach needs and create outreach content tailored to intended audiences.
• Familiar with the following programs: Complaint Activity Tracking System (CATS), LINIIS, Outlook, Teams, Zoom, Excel, Word, and Adobe PDF.

Supplemental Information

Things You Need To Know

To help you maintain a proper work-life balance, teleworking is one of the work schedule options for this position. L&I also offers flexible custom work schedules.

State employees who meet the qualifications will become eligible for a generous retirement package at the end of the employee’s career.

At L&I, your voice matters. In addition, L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3.3 million workers. Take a look at this brief video and learn more about why L&I is an employer of choice.

For this position, telework is permitted part time with supervisor approval. The assigned duty station may be in any of our L&I service locations statewide with the exception of King County. The incumbent must reside anywhere in Washington State, as well as those living near the Oregon/Washington or Idaho/Washington boarders.

For positions where in-office work is necessary, the frequency of telework will be discussed with the supervisor of the position at the time of offer.

Background Check Notice

Prior to a placement in this position, a background check, including criminal history record will be conducted. Information from your background check will not necessarily preclude employment but will be considered in determining your eligibility to perform the requirements of the position.

Other Information

• For positions requiring travel, you must have a valid unrestricted driver’s license and have insurance if driving a privately owned vehicle on state business.
• This position is represented bytheWashington Federation of State Employees (WFSE).
• Candidates who are offered a job with L&I must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.
• The Department of Labor & Industries complies with the employment eligibility verification requirements of the federal employment eligibility verification form, I‑9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment.
• Please note: L&I may use this announcement to fill multiple permanent and/or non-permanent positions.

Did You Know?

Washington is America's Top State to live, play, and work, according to U.S. News (2021). Join the L&I team and enjoy all the Evergreen State has to offer. In addition to offering a positive balance between life and work, L&I provides one of the most competitive benefits packages in the nation. We also believe your voice matters. We value our employees and their work-life balance by encouraging flexible schedules. L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3 million workers.

Veterans Preference

Applicants wishing to claim Veterans Preference should attach to their application a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs. Please blackout any personally identifiable data such as Social Security numbers. For further information, contact L&I’s [e-mail] .

Diversity, Equity, and Inclusion Employer

L&I employees come from all walks of life. We strive to hire great people from a wide variety of backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

We believe in the importance of recognizing the value each of us contribute to the success of the agency mission. Having a diverse workforce is this agency’s greatest resource of strength and knowledge. It is through the combination of talents and abilities that we can pursue finding effective measures to provide the best customer service. We are committed to building a diverse and inclusive workplace for everyone and we strongly mean everyone.

The State of Washington is an equal opportunity employer. Persons with a disability who need accommodation in the application process or testing process, or those needing this announcement in an alternative format, may call 360-902-5700. TTY users should first call 711 to access the Washington Relay Service. You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.

For more Information

If you have any questions regarding this job posting, program, or the agency, please contact Haleigh Missildine (she/her/hers).