L&I Worker’s Compensation Self-Insurance Ombuds Assistant (WCA5)

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

Make a real difference for injured workers when they need it most.

When someone is injured on the job, the workers’ compensation system can feel overwhelming, frustrating, and at times, unfair. That’s where you come in.

As an Ombuds Assistant, you won’t just manage claims, you’ll advocate, investigate, and help resolve complex issues for injured workers navigating the self-insured system. You’ll be a trusted voice for people and help bring clarity, fairness, and resolution to concerns.

This is not a traditional claims role.

You’ll bring your claims expertise, but apply it in a way that is:

• People-centered – working with individuals who are often frustrated, emotional, or facing hardship
• Impartial and fair – balancing the needs of all parties while ensuring compliance with the law
• Solution-driven – resolving issues, not just processing them

We’re looking for someone who leads with:

• Compassion and patience
• Active listening and empathy
• Strong judgment and professionalism

This role is ideal for someone who knows workers’ comp inside and out but is ready to step beyond traditional claims management and into true advocacy work.

Work-life balance is a priority at L&I. We support a hybrid work model and offer flexible work schedules which may include 4/10’s, 9/80’s or 5/8’s.

This position is primarily telework but may require in-office presence in Tacoma, Washington.

Employees will be responsible for travel and expense from their residence to their assigned office and on their personal time.

We offer great benefits which include paid leave, tuition imbursement, infants at work, generous retirement package and much more. Select on the “Benefits” tab to learn more.

L&I is a diverse state agency dedicated to the safety, health, and security of Washington's workers. We strive to hire people with a wide variety of backgrounds in life and work experience. Take a look at this brief video and learn more about why L&I is an employer of choice.

Requirements

Some of what you’ll do:

You’ll operate as a senior-level resource and problem-solver, working across stakeholders to ensure fair outcomes:

• Advocate for injured workers to ensure they receive the benefits they’re entitled to under Washington’s workers’ compensation laws
• Investigate complaints and concerns with objectivity, urgency, and attention to detail
• Analyze complex claims (including wage calculations, permanent disability, and death benefits) and make independent determinations
• Mediate and resolve disputes between injured workers, employers, third-party administrators, attorneys, and providers
• Guide and influence claims practices by working collaboratively with internal teams and external partners
• Document and track cases in agency systems, identifying patterns and opportunities for systemic improvement
• Step in as a program resource providing mentorship, guidance, and operational support when needed
• And much more!

Qualifications

Required:

• A total of 8 years combined education and/or experience*.

*Experience is defined as adjudication of time loss workers’ compensation claims; or additional experience working with insurance claims, claims/insurance adjusting, claims investigations, disability management, claims risk management/loss control, medical billing, medical insurance, paralegal personal injury services.

This may look like the following:

• Successful completion of the Department of Labor and Industries Workers’ Compensation Adjudicator 2 Apprenticeship program and one year of experience as a Workers Compensation Adjudicator 4

OR

• Bachelor’s degree from an accredited college or university and four years of experience*

OR

• Associate’s degree and six years of experience*

AND

• Comprehensive knowledge of RCW, WAC, case law, and ability to apply and explain WA industrial insurance rules, policies and procedures.
• Strong non-verbal, verbal and written communication skills. Must have good listening skills and ability to demonstrate patience, objectivity, and empathy, especially when dealing with an upset customer during a difficult situation.
• Ability to learn new systems, including Self-Insurance Ombuds Database (SIOD), LINIIS, ORION and standard Microsoft programs (Outlook, Excel, Word, PowerPoint).
• Strong problem resolution and analytical skills; ability to know when to escalate complex cases to the appropriate level within the organization.
• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.

Desired:

• Prior experience with Self-Insurance
• Prior experience in advocacy roles
• Prior experience with mediation or alternative dispute resolution

Every case you handle represents a real person trying to navigate a difficult situation. Your ability to listen, understand, and act can directly impact someone’s financial stability, health, and trust in the system.

If you’re ready to use your expertise to advocate, not just adjudicate, this is the role for you.

Additional Information

Application process

Complete the online application and attach the following documents. Your application may be considered incomplete if you do not include the following:

1. A cover letter describing your experience, skills and contributions you will bring to this role.
2. A current resume detailing applicable experience and education.

3. A list of at least three professional references with current telephone numbers.

Do not attach or place any medical information in the application, resume, or cover letter. If you do, we must reject your application to safeguard others from receiving your confidential information. You must remove the confidential information before you can apply again.

For top candidates, references will not be checked without a release form.

Learn more about our hiring process on L&I’s website.

If you need an accommodation for the application or hiring process, please call 360-902-5700. TTY users should first call 711 to access the Washington Relay Service.

L&I is an equal opportunity employer and doesn’t discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, pregnancy, national origin, genetics, disability, age or veteran status.

Background Check Notice

Prior to placement in a position at L&I, a background check, including criminal history record will be conducted. The results might not disqualify candidates.

L&I understands some situations may require further explanation. In these situations, candidates will have the opportunity to talk with the L&I Assistant Director of the Office of Human Resources.

Other information

• This is a union represented position, covered by the Washington Federation of State Employees (WFSE) contract.
• 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.

L&I 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.

• L&I may use this announcement to fill multiple permanent and/or non-permanent positions.

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 Talent team.

For more Information

If you have any questions regarding this job posting, program, or the agency, please contactLori Hensin at lori235@lni.wa.gov.

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