Civic Education Supervisor (Tour and Information Services Coordinator 4)
About The Position
The Civic Education Supervisor oversees all civic education tour operations for the Washington State Capitol, leading tour staff in delivering meaningful, seamless, and engaging educational experiences for visitors and school groups. Reporting to the Visitor Services Manager, this role supports the Capitol Security and Visitor Services program by developing strategies, managing daily operations, and collaborating with agency partners and stakeholders. The position strengthens public engagement, expands access to government, and facilitates civic learning for people across Washington State. The role is onsite, Monday through Friday from 8:00 a.m. to 5:00 p.m., with occasional weekends and holidays as needed. The hiring process is expected to move quickly, with a start date soon after selection. A background check, including criminal record history, is required before appointment.
Requirements
- Six years of progressive experience in any combination of community, youth, and public engagement; knowledge of civics, the legislative process, and/or Washington State history; speaking in front of large groups; giving tours or supervising a tour program; and developing and creating educational activities and materials.
- Education in Business, Social Sciences, Communications, or a related field may substitute for experience on a year-for-year basis.
- Demonstrate a willingness to learn from new experiences, seek feedback, consider different perspectives, and continuously improve knowledge, skills, communication, and approaches to work.
- Seek to understand the needs and experiences of customers, coworkers, and communities; identify and address barriers to access and participation; and provide respectful, timely, and effective support.
Nice To Haves
- Ability to navigate political or highly charged groups or customers.
- Proficiency in the Microsoft Office Suite.
- Ability to work with school-aged children.
Responsibilities
- Manage daily Civic Education program operations, including tour scheduling, logistics, alternate-location bookings, and tour reservation system configurations.
- Supervise tour staff, including hiring, training, scheduling, performance evaluations, timesheets, disciplinary actions, and seasonal off-boarding in coordination with HR and IT.
- Create and distribute daily tour plans and coordinate logistics and tenant-space use with agency partners, stakeholders, and legislative staff.
- Resolve escalated customer-service and sensitive visitor issues using de-escalation techniques, while promoting a welcoming, accessible, and viewpoint-neutral Capitol experience.
- Develop and administer interim civic activities and interpretive spaces for visitors.
- Develop and maintain training manuals and conduct annual training for new and returning guides, as well as cross-training backup staff.
- Oversee internal and external communications about tour information, daily schedules, and program updates.
- Advise leadership on operational challenges and program improvements using firsthand experience, stakeholder feedback, and historical context.
- Represent DES in managing buildings, enforcing rules and Washington Administrative Codes, and collaborating with security personnel, maintenance teams, and stakeholders to resolve issues and plan public-space use.
- Provide direct visitor-services support as needed during staff shortages, including conducting tours, supporting campus events, and assisting volunteers, employees, and the public.
- Perform other duties as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
