DSHS HCLA Program Specialist 5

Full Job Description

DSHS HCLA Program Specialist 5 – WA Cares Fund BCC Supervisor

Make a meaningful impact in long-term care policy by embracing this thrilling opportunity.

The WA Cares Fund 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 (WCF) 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 a Program Specialist 5 – WA Cares Fund Benefits and Customer Care (BCC) Supervisor.

In this key leadership role, you will supervise a unit of Program Specialist 3 BCC Specialists within the WA Cares Statewide Benefits and Customer Care Contact Center.

You will assign, prioritize, and review work assignments while providing guidance and consultation to ensure high-quality customer service and a positive experience for clients.

The WA Cares Fund provides affordable long-term care coverage for all working Washingtonians, supporting older adults, vulnerable adults, individuals with disabilities, and their families.

By joining this team, you will play a critical role in helping HCLA fulfill its mission of connecting people with the care, support, and resources they need.

Some of what you will do:

• Supervise a team of Program Specialist 3s who provide education, assistance, and options counseling on WA Cares program requirements through phone and online inquiries
• Recruit, hire, train, and evaluate staff; set clear performance expectations and ensure equitable workload distribution
• Provide ongoing coaching and training on WA Cares Fund policy, procedures, and system use to maintain consistency and compliance
• Monitor case records and staff performance to ensure accurate, timely, and effective customer service delivery
• Prepare and analyze reports to track performance measures, identify trends, and improve unit operations
• Collaborate with leadership, peers, and community partners to strengthen service delivery and resolve complex issues
• Represent the agency in meetings, workgroups, and hearings; serve as a mandatory reporter for vulnerable populations

Who should apply:
We are seeking professionals who meet one of the following qualifications:

• Bachelor’s degree in a related field and four years of experience in planning, policy analysis, coordination, and consultation with public and private agencies, organizations, and/or government entities
• Master’s degree in a related field and two years of experience in planning, policy analysis, coordination, and consultation with public and private agencies, organizations, and/or government entities
• Eight years of professional or practical experience in planning, policy analysis, coordination, and consultation with public and private agencies, organizations, and/or government entities
• In addition to the above, interested applicants must have at least one year of supervisory experience overseeing professional staff

Preferred knowledge, skills, and abilities:

• Strong leadership and supervisory skills, including coaching, performance evaluation, and workload management in a remote environment
• Excellent oral and written communication skills with the ability to collaborate effectively with staff, management, and community partners
• Skilled in conflict resolution, decision-making, and exercising sound professional judgment in complex or sensitive situations
• Ability to analyze programmatic issues, develop solutions, and manage multiple priorities to meet deadlines
• Proficiency with Microsoft Office applications and familiarity with DSHS databases such as ProviderOne
• Knowledge of WA Cares Fund, Home and Community Living Administration (HCLA) programs, and related medical terminology
• Ability to prepare and deliver clear, engaging presentations and training to diverse audiences

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

Interested? Please submit a current resume, contact information for three professional references, and a cover letter explaining how their knowledge, skills, and abilities qualify them for this role.

Questions? Please contact sharon.sterling@dshs.wa.gov or call Talent Acquisition main line (360) 725-5810 and reference job number 01276.

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 an equity, anti-racism, and social justice commitment to your work with DSHS.

We strive to create greater access and affirming representation of the communities we serve, 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 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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