DSHS HCLA WA Cares Fund Benefits and Customer Care Intake Program Manager

State of Washington•Thurston County – Olympia, WA

About The Position

The Benefits and Customer Care Intake Program Manager works within the Home and Community Living Administration (HCLA) and reports to the Deputy Administrator. The position provides management, direction, accountability, and policy and procedure clarification to intake staff, ensuring high-quality customer service, efficient workforce management, and achievement of performance metrics. The Program Manager collaborates with the Washington Management Service team to support statewide operations, including goal setting, budget development, and procedure development in response to new policy. The role manages the intake process to help beneficiaries receive timely and appropriate access to services. It represents the WA Cares Fund in strategic planning and interagency collaboration, defines business requirements, advocates for system enhancements, and ensures technology solutions align with program and operational priorities. The position also represents the program with internal and external stakeholders and responds to legislative and constituent concerns, inquiries, and complaints. The ideal applicant is creative, flexible, collaborative, and has strong communication and problem-solving skills. They enjoy working with internal and external customers, ensure compliance, and attend carefully to details. DSHS emphasizes fairness, access, and social justice in its work supporting Washingtonians.

Requirements

A bachelor’s degree in public administration, health, social services, or a related field; equivalent experience may substitute year-for-year for the required education.
Five years of professional supervision experience in planning, administering, developing, or delivering social and health services programs.
Submit a current chronological resume.
Submit a cover letter explaining interest in the job and the skills and experience that make the applicant a strong candidate.

Nice To Haves

Ability to work independently and appropriately escalate issues, risks, and situations requiring management attention or decisions.
Ability to lead workgroups to identify and analyze solutions to issues and develop risk-mitigation strategies.
Ability to use research, data, and analysis to create reports and inform decision-making.
Experience and/or knowledge conducting long-term care assessments.
Knowledge of principles and practices of long-term care insurance programs.
Ability to communicate complex information between business and technology teams in a way appropriate to their knowledge levels.
Excellent organizational skills, including the ability to coordinate multiple work products and meet critical deadlines.
Experience managing system development and implementation projects in the Washington State environment and working with DSHS Enterprise Technology, WATech, and other state agencies.

Responsibilities

Implement statewide WA Cares Fund intake policies and procedures.
Monitor, evaluate, and assess intake unit operations.
Put work plans into action to maximize operational efficiencies.
Identify program and service gaps and develop plans to address changes.
Contribute to setting the scope for statewide policy updates and changes.
Ensure culturally sensitive practices are followed during beneficiary interactions.
Participate in staffing and training management.
Represent the program as a subject matter expert when engaging with internal and external stakeholders.
Respond to legislative and constituent concerns, inquiries, and complaints.
Provide management, direction, accountability, and policy and procedure clarification to intake staff.
Collaborate with the Washington Management Service team on statewide goal setting, budget development, and procedure development for new policy.
Manage intake processes to support timely and appropriate beneficiary access to services.
Represent WA Cares Fund in strategic planning and interagency collaboration.
Define business requirements, advocate for system enhancements, and ensure technology solutions align with program and operational priorities.