L&I Program Coordinator/Trainer State Funded

Full 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

Please Note: This position is open to current Internal L&I employees only.

Job Highlights

The Department of Labor & Industries (L&I) is a diverse state agency dedicated to the safety, health, and security of Washington's workers.

We help employers meet safety and health standards and inspect workplaces when alerted to hazards.

As administrators of the state's workers' compensation system, we are similar to a large insurance company, providing medical and limited wage-replacement coverage to workers who suffer job-related injuries and illness.

Our rules and enforcement programs also help ensure workers are paid what they are owed, that children's and teens' work hours are limited, and that consumers are protected from unsound business practices.

Insurance Services is the largest division within the agency and administers one of the premier workers’ compensation organizations in the nation serving over 3.8 million employees working for 260,000 employers.

Within the Insurance Services Division, the Claims Administration State Funded program is seeking a candidate to fill an L&I Program Coordinator, Training position.

In this position you will train, mentor, and advise new hires and internal and external staff regarding program content, policies, and procedures.

In addition, you will provide quality control reviews of all clerical and service support work provided to the Claims Units.

This position contributes to the states' economic well­ being by ensuring accurate timely support to claims units and claim managers for timely processing of claims for benefits for injured workers.

This is an opportunity to join a collaborative work environment that is open to information sharing and communication.

Apply now!

Requirements

Some of what you’ll do:

• Train Claims Support Services staff to provide accurate, timely customers service to internal and external customers in a phone call center environment.
• Responsible for providing complete training to all new employees in a classroom setting in person and virtual.
• Provide tandem phone (sync headsets) training to all new employees; listen to conversations, assist with answering questions, provide feedback.
• Assist in the development of training plans for Claims customer service staff.
• Mentor and coach new and existing customer service staff in aspects of client/customer relations, problem resolution & phone protocol.
• Develop and ensure training materials are updated and relevant.
• Act as a liaison between staff and supervisors.
• Perform work checking by evaluating work, correcting errors, and providing feedback to staff and trainees.
• As the subject matter expert to staff and management on all support services practices, policies and procedures, performs Quality Assurance and process work.
• Answers all phone queue in a call center environment for the Claims Support Services units when wait time is 5 minutes or there are 20 or more callers in the queue.
• Respond to inquiries from injured workers, medical providers, attorney’s offices, employers, third parties, and internal customers.
• And much more!

Qualifications

Required:

• High School Diploma or GED

AND

• Two years of experience in the program specialty

OR

• Equivalent education/experience

AND

• Ability and skill to keyboard at a minimum of 40 words per minute, accounting for errors, with a 5-minute typing test.

AND

• Proficient in the Microsoft Office Suite, especially in Word, Excel, Outlook, and PowerPoint.

AND

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

Desired:

• Associate’s degree
• Six months of experience in a call center or high-volume telephone environment
• Six months’ experience working in the Claims Support Services units within L&I
• Willing and able to work in a high-volume customer call center in a fast-paced environment.
• Ability to access and move between multiple computer programs; databases, word processing programs, imaging systems, and internet to enter and update information.
• Uses software to include Microsoft Outlook, Excel, PowerPoint and Word to complete job tasks.
• Ability to utilize Microsoft Word proficiently to create, format, edit, preview, and print and save documents. Use standard functions to select, edit, copy, paste, format, and spell check text. Create bulleted and numbered lists, indent and aligned paragraphs, and use border shading features.
• Ability to utilize Microsoft Excel proficiently to create and maintain data spreadsheets, format, sort and filter data, create formulas, passwords, and graphs.
• Ability to utilize Microsoft PowerPoint proficiently to create training PowerPoints slides that combine text, shapes, pictures, graphs, animation, charts videos, etc.

Additional 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. Click on the “Benefits” tab to learn more.

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 3.8 million workers. Take a look at this brief video and learn more about why L&I is an employer of choice.

Telework is dependent upon business needs and supervisor approval. 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.

The assigned duty station for this position is Tumwater, Washington.

To receive more information on opportunities at L&I sign up for GovDelivery and select L&I job alerts.

Application process

We will contact the top candidates directly to interview for this position.

Because we base the selection on information provided by you, it is in your best interest to identify the knowledge, skills, and abilities that address the required and desirable qualifications described in the announcement.

Please include the following documents with your application:

1. A cover letter describing specific qualifications.
2. A current resume detailing applicable experience and education.
3. A list of at least three professional references with current telephone numbers.
4. Copy of an on-line5-minute typing assessment that meets the 40-wpm qualification and clearly shows the length of the assessment.

Note: Applicants selected to move forward in the hiring process will be contacted to schedule an interview that will include a10-minute training presentation.

Please do not attach or place any medical information (vaccination status included) within the application, resume, or cover letter.

If you do, we will have to reject your application to safeguard others from receiving your confidential information. You will have to remove the confidential information before you can apply again.

To learn more about our hiring process timeline at L&I please visit our L&I recruiting page at Hiring Process at L&I. If you would like to read our website in a language other than English, scroll up to the top of the page to select your language of choice from the banner.

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 by the Washington 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.
• Applicants selected to move forward in the hiring process will be contacted to schedule an interview that will include a10-minute training presentation.

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 3.8 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 Jobs@lni.wa.gov.

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 the HRBTU@lni.wa.gov. #LI DNI