DSHS ESA Customer Service Specialist 2

Full Job Description

DSHS Supported Employment–Customer Service Specialist 2

This job is within the Supported Employment in State Government (SESG) Program. The person selected for the job must be eligible for the SESG Program and meet the required qualifications for this job.

Some of what you'll do:
Working ideally 40 hours a week, you'll provide support to the Economic Services Administration (ESA) Pierce East and South offices. In this role, you’ll provide frontline customer service by greeting visitors, responding to inquiries, issuing EBT cards, and using agency systems to research and deliver accurate information. You’ll also maintain logs for negotiables, interpret policies to resolve issues, support customers with general information, and collaborate with internal and external partners to ensure smooth service delivery.

You’ll interact positively and respectfully with customers by phone, electronically, and in person including the general public, clients, coworkers, community partners, and contractors while responding promptly to inquiries and determining appropriate next steps.

You’ll use agency systems such as Barcode, FIS ebt, EDGE, E-JAS, Scheduler, Blue Slip, ACES Online, SharePoint, and others to research and provide accurate information, issue EBT cards, bus passes, gift cards, and vouchers, and coordinate alternate card issuance with group homes and clients.

You’ll maintain accurate logs for all negotiables, interpret and apply agency policies, procedures, laws, and regulations with strict confidentiality, and provide general information such as contact details, directions, community resources, and office event information.

You’ll independently support customer needs to ensure efficient and effective service delivery.

What we're looking for:

• High school diploma or equivalent and two years of experience providing assistance to clients/customers regarding inquiries, complaints or problems or equivalent education
• Team player who brings out the best in others
• Ability to make good customer service decisions
• Ability to interact with our customers/staff/community partners via telephone, email, and in-person
• You meet the eligibility requirements for Supported Employment in State Government Program

Who should apply:

• You have the skills and proficiencies listed above
• You are eligible for the SESG Program
• You are interested in using your excellent office skills to support a dynamic team of coworkers

To be eligible for the Supported Employment in State Government (SESG) Program you must:

• Have a developmental disability as defined in RCW 71A.10.020; or
• Experience a significant disability that seriously limits one or more functional capacities (such as mobility, communication, self-care, self-direction, interpersonal skills, work tolerance, or work skills) in terms of an employment outcome, include: amputation, arthritis, autism, blindness, burn injury, cancer, cerebral palsy, cystic fibrosis, deafness, head injury, heart disease, hemiplegia, hemophilia, respiratory or pulmonary dysfunction, intellectual disability, mental illness, multiple sclerosis, muscular dystrophy, musculoskeletal disorders, neurological disorders (including stroke and epilepsy), spinal cord conditions (including paraplegia and quadriplegia), sickle cell anemia, specific learning disability, end-stage renal disease, or another disability or combination of disabilities determined to cause comparable substantial functional limitation.

Documentation of the above will be required if selected for the SESG position. This may include documents like a written statement from a Doctor, Physician's Assistant, or Therapist, records from a School Counselor or Vocational Rehabilitation Agency, or records from a similar program that identifies your disability. Written statements from family members, friends, or former employers/co-workers will not be accepted.

• You require supported employment on-the-job training and long-term support to satisfactorily perform job duties; AND
• You'll provide ongoing source of long-term support to perform the duties of this job

Apply online:

If you are selected for an employment interview and you require the assistance of your long-term support at the interview you authorize the Long Term Support identified in the Supplemental Questionnaire to participate in the interviewing process and disclose to the hiring agency or their designee any information about the form, frequency, and scope of employment support that you will receive from them for the purposes of determining your eligibility for this SESG position.

If you do not require assistance from your long-term support at the interview, after the interview, if you are the selected candidate for the SESG position as part of the hiring process, you agree to provide the employer with your written long-term support plan that has been mutually agreed upon with your long term supports as to how they will be assisting you with maintaining this job.

The plan will include contact information regarding who the employer and/or the candidate can contact should there be any questions or need for support with the plan during the SESG selection process and if the applicant is selected for the position, for the length of the SESG employee’s employment. The long-term support plan (plan is kept on file with the supervisor and a copy is given to the employee) continues to be a resource to the agency and the employee for the length of the SESG employee’s employment and is used for annual verification for SESG continued eligibility.

An employee who is hired then ceases to meet all of the SESG Program eligibility criteria will no longer be employed.

Questions? Email the DSHS Recruiter and reference job number 01342.

The Department of Social and Health Services’ (DSHS) vision that people find human services to shape their own lives requires that we come together with a sense of belonging, common purpose, shared values, and meaningful work. It is crucial to our agency’s vision that you bring a fairness, access, and social justice commitment to your work with DSHS. We strive to support all Washingtonians, including Black, Indigenous, and People of Color, people with physical, behavioral health, and intellectual disabilities, elders, LGBTQIA+ individuals, immigrants and refugees, and families building financial security.

Additional Information

Prior to a new hire, a background check including criminal record history may be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the job. This announcement may be used to fill multiple vacancies. Employees driving on state business must have a valid driver's license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.

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 (360) 725-5810. Applicants who are deaf or hard of hearing may call through Washington Relay Service by dialing 7-1-1 or 1-800-833-6384.




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