Remote Employment Standards Intake Lead

State of Washington; Olympia (WA); Ibrido; USD 65.000 - 90.000; Tempo pieno

Descrizione del lavoro

The State of Washington’s Employment Standards Program is seeking a Program Specialist 2 to advance equitable access to services and support both internal and external customers through education and efficient service delivery.

You will support enforcement of wage and hour laws, improve intake processes, and guide teams in handling worker complaints with a focus on accuracy, transparency, and continuous improvement.

Competenze

• A combined total of four years of education and/or experience.
• Education options include an Associate’s degree (two years) plus two years of qualifying experience or a Bachelor’s Degree (four years).
• Experience in one or more of the following: Customer Service Specialist, Industrial Relations Agent, or Program Specialist.
• Explanation, interpretation, understanding, and enforcement of RCWs and WACs.
• Investigating complaints of misconduct (criminal or civil).
• Collection of revenue/taxes from employers/businesses; auditing of employer records.

Mansioni

• 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.
• Provide guidance to internal and external partners; assist workers, employers, and the public to understand employment rights and referral pathways.
• Lead development, implementation, and improvement of program standards, intake tools, templates, and workflows.
• Maintain data tracking and reporting systems; analyze data to identify trends and opportunities for improvement.
• Assess program needs using quantitative and qualitative data to propose service enhancements.
• Resolve program service issues by presenting recommendations to leadership.
• Direct and coordinate daily intake/triage operations to ensure efficiency and quality.
• Plan, organize, and resolve non-wage, non-jurisdictional, and non-actionable complaints.
• Promote intake and triaging services and resources with customers; develop presentations on these topics.

Formazione

Associate's degree (two years) + 2 years experience

Bachelor’s Degree (four years)

Descrizione del lavoro

The State of Washington’s Employment Standards Program is seeking a Program Specialist 2 to advance equitable access to services and support both internal and external customers through education and efficient service delivery.

You will support enforcement of wage and hour laws, improve intake processes, and guide teams in handling worker complaints with a focus on accuracy, transparency, and continuous improvement.