DSHS HCLA Benefits and Customer Care Specialist

Full Job Description

DSHS HCLA – Benefits and Customer Care Specialist (Program Specialist 3)
Location: Statewide, WA

Make a meaningful impact in long-term care policy by embracing this thrilling opportunity. The WA Cares Fund (WCF) is the first of its kind in the United States, showcasing why Washington State leads the nation in long-term care initiatives. Created by the WA State Legislature, the WA Cares Fund offers affordable long-term care insurance coverage to all working Washingtonians. This is a rare opportunity to become one of the founding team members as we introduce the nation’s first long-term services and supports social insurance program.

DSHS’s Home & Community Living Administration (HCLA) WCF is hiring key team members now to assist as we move toward the full implementation of the program. The innovative work that you do now will aid qualified people and their authorized representatives to apply for and access their earned benefits that help pay for daily-living activities. Your experience, knowledge, and skills make a difference.

We are hiring multiple Benefits and Customer Care Specialists to join our team and support individuals applying for and accessing WA Cares Fund benefits. In this role, you will serve as a key point of contact for applicants, families, providers, and partner agencies by providing guidance on eligibility, assisting with applications and account management, and helping individuals understand their long-term care options. You will help ensure Washington residents can access the supports and resources they need to maintain independence, safety, and well-being.

Some of what you'll do:

• Provide technical assistance and options counseling on the WA Cares Fund, reviewing and researching complex applications from current and former Washington workers, older adults, and individuals with disabilities to determine eligibility and long-term care support needs.
  
• Serve as a primary program contact by responding to statewide inquiries online and by phone, while educating individuals, families, and representatives about WA Cares benefits, service plans, and available long-term care options.
  
• Guide recipients in using their WA Cares Account and other online resources, offering step-by-step support that promotes understanding and independent access to program tools and information.
  
• Collaborate with partners across the Home and Community Living Administration, Area Agencies on Aging, and other agencies to support service planning, case changes, and continuity of long-term care services.
  
• Process and manage payment authorizations by approving, modifying, denying, or canceling benefits, and inform recipients of balance changes and annual adjustments to ensure continued access to services.
  
• Receive and coordinate complaints, disputes, and appeal requests, ensuring proper documentation and referral to the appropriate Administrative Hearing Coordinator or cross-agency partners when needed.
  
• Maintain accurate case records and compliance with program policies by entering data into WA Cares systems, participating in quality assurance activities, supporting providers and caregivers, and assisting with provider registration and program education.
  
  

Desired skills, knowledge, and abilities:

• Ability to evaluate social dynamics that influence client choice and decision-making, and support individuals in understanding available services and resources.
  
• Strong written and verbal communication skills, with the ability to effectively interact with clients, coworkers, supervisors, community partners, and contracted providers.
  
• Proficiency in using multiple computer systems and applications to manage recipient information.
  
• Ability to work independently, exercise sound judgment, and maintain professionalism and objectivity while representing the agency.
  
• Strong customer service and problem-solving skills, including the ability to assist individuals with forms, questions, and navigating services or referrals.
  
• Ability to adapt to change, follow management direction, meet performance standards, and support the mission, vision, and values of the agency.
  
  

Who should apply?
Professionals who meet one of the following qualifications:

• A Bachelor’s degree AND two (2) years of experience in planning, policy analysis, coordination, and consultation with a variety of public and private agencies, organizations, or levels of government.
  OR
  
• Six (6) years of combined education and professional experience in planning, policy analysis, coordination, and consultation with a variety of public and private agencies, organizations, or levels of government.
  

Additional qualifying experience may substitute year-for-year for the required education.

Note: Employees must successfully complete the required formal training course within one year of appointment.

Additional information:
Work schedule: 8:00 AM - 5:00 PM, Monday through Friday

DSHS partners with people to access support, care, and resources.


Ready to start a rewarding career? Apply today!
Along with your application, please include:

• An updated resume
  
• Three professional references with contact information
  
  

Questions?
Please reach out to DSHS Recruiter Ricky Luna at ricky.luna@dshs.wa.gov and reference job number #02006.


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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