Benefit Specialist 4 - Leave and Care Employer Support Supervisor: Olympia/Telework

State of Washington•Olympia, WA

46d•Remote

About The Position

The ideal candidate will possess a proven track record of leading and mentoring teams with a dynamic and inclusive approach. They will exhibit exceptional communication skills and a natural flair for fostering strong interpersonal relationships. The ability to maintain composure in high-pressure situations, manage workplace stress with grace, and maintain a positive outlook in the face of obstacles is paramount. This individual will demonstrate robust competency in strategic planning, efficient scheduling, and meticulous reporting. As a Benefit Specialist 4 Supervisor, you will provide leadership to the Leave and Care Employer Support Team within the Employer Services Unit of the Insurance Services Division. The team plays a vital role in supporting employers, employer agents, and elective coverage customers in meeting their legal obligations under the Paid Family and Medical Leave and WA Cares programs. Through this support the Employer Support Supervisor directly contributes to safeguarding public resources and maintaining the integrity of the PFML and WA Cares trust funds, ensuring these programs remain sustainably funded and able to deliver essential benefits to Washingtonians. This is a full-time, permanent position that is telework with flexible schedule options. You will be relied upon to supervise unit activities including task assignment, deadline setting, and performance monitoring. Managing personnel functions including recruitment, onboarding, leave/time approvals, and disciplinary actions. Adjusting workloads and phone schedules as necessary to meet service goals and agency priorities. And deliver on-the-job training and foster a learning culture that encourages innovation and continuous improvement.

Requirements

Team Supervision & HR Management: Proficiency in supervising staff and managing HR processes.
Escalated Issue Coordination: Proficiency in working with management and HR to resolve issues.
Staff Guidance & Monitoring: Ability to lead and evaluate staff performance.
Advanced Problem-Solving & Advising: Skill in addressing complex issues and providing guidance.
Decision Review & Staff Advising: Ability to review decisions and advise staff.
Workload & Quality Monitoring: Ability using available data to monitor workload and ensure quality outcomes.
Adaptability & Versatility: Ability to perform various tasks as needed
Process Improvement Leadership: skill in leading and collaborating on process improvement initiatives.
One (1) year of supervisory experience
Qualifying candidates will meet one of the following criteria options: Option 1: Seven (7) years of equivalent education/experience. Option 2: One year as an ES Benefits Specialist 3. Option 3: One year of experience equivalent to the ES Benefits Specialist 3 with another state that administers insurance benefits programs or collects reports and payments from businesses. Option 4: Associate's degree in in business administration, accounting, public administration, law, or related field AND five (5) years of the required experience below. Option 5: Bachelor's degree in business administration, accounting, public administration, law, or related field AND three (3) year of the required experience below. Option 6: Master's degree in business administration, accounting, public administration, law, or related field AND two (2) year of the required experience below.

Nice To Haves

Demonstrated commitment to the Vision, Mission, and Purpose of the Employment Security Department.
Ability to model a customer-centric approach in all duties.
Flexibility and adaptability in applying evolving policies, processes, technologies, and tools.
Calm and optimistic demeanor under pressure; effective stress management.
Dependable with regular, predictable attendance and timely, accurate task completion.
Skilled in guiding teams through challenges and conflict resolution.
Knowledge of coaching and mentoring techniques.
Experience delivering and managing state and/or federal programs.
Familiarity with applying laws, rules, policies, and procedures to services and programs.
Supervising teams with consistent application of policies and performance expectations.
Ability to foster accountability and support team development.
Navigating and training others in the use of telephony systems, automation tools, and web-based platforms.
Implementing planning, scheduling, reporting, monitoring, and training programs.
Applying Lean concepts and quality assurance practices to improve service delivery.
Knowledge of continuous business improvement cycles.
Strong analytical and research skills to assess data, evaluate options, and make informed decisions.
Ability to interpret and apply state laws, agency policies, and directives to complex issues.
Attention to detail in tracking and processing requests; regulatory knowledge to ensure compliance.
Problem-solving and decision-making skills for resolving disputes and approving requests.
Ability to learn, understand, and effectively use technologies required for business needs, including: Telephony systems Customer response software platforms PC applications for document creation and data tracking Web based document storage software
Excellent written and oral communication tailored to diverse audiences, including: Conflict de-escalation, working with individuals with communication challenges, and professional interactions with internal and external stakeholders
Strong writing skills to present complex information clearly and effectively.

Responsibilities

Provide policy and procedure guidance to staff to ensure accurate delivery of PFML and WA Cares services.
Conduct regular performance evaluations and provide coaching, mentoring, and feedback to support staff development.
Promote diversity, equity, and inclusion within the team and agency.
Ensure resources and tools are available to meet operational expectations.
Develop and refine operational tools and techniques for reporting and enforcement.
Investigate and resolve escalated employer issues; ensure proper documentation and resolution.
Respond to complex inquiries from employers and representatives with accurate, policy-aligned information.
Review casework for accuracy and compliance with applicable laws and policies.
Offer technical assistance to support effective administration of federal and state programs.
Collaborate across teams to ensure employer support is integrated into project planning.

Benefits

Our agency's mission and values drive every decision that we make, determine how we interact with others and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship. We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self.

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