DSHS ESA Operations Analyst

State of Washington•Multiple Locations Statewide, WA

5d•Hybrid

About The Position

DSHS ESA Community Services Division Operations Analyst Are you looking to make a difference, grow in your career, and develop solutions? Do you have expertise in processes, procedures, and agency IT systems for eligibility or case management of Community Services Division administered cash, food, and medical assistance programs? Do you enjoy consulting with diverse teams virtually and in person? Are you ready to use your skills to benefit staff statewide? Join the Economic Services Administration (ESA) Community Services Division Headquarters team responsible for managing operations of federal and state cash, food, and medical assistance programs. As an Operations Analyst, you will provide expertise and consultation on various processes, procedures, and agency IT systems. Your role will involve process improvement, change management, project assignments, and consulting to support service delivery in Community Service Offices and the Statewide Customer Service Contact Center. CSD Headquarters staff make an impact, explore the state, and grow professionally. All while maintaining the flexibility and independence of telework. This role will utilize a hybrid structure of telework from any location within WA state. Some of what you will do: Serve as an operations subject matter expert by providing consultation on process, procedure, and agency IT systems for eligibility and case management initiatives in support of front-line service delivery Travel statewide as a consultant to evaluate adherence to standard procedures and service delivery requirements as part of the 360 Assessment Team Collaborate with other CSD Headquarters’ teams and stakeholders in managing development of efficient, effective, and standardized processes and procedures Conduct professional-level consultation including identifying variables, benefits, risk analysis, and providing options of recommended actions that impact statewide work Consult on change management in areas such as prioritizing and planning for changes to service delivery and case management Develop recommendations for process and procedure improvement and identify best practices using Lean methodologies

Requirements

7 years of experience supporting the administration, analysis, development, or implementation of CSD operations, statewide business processes, and service delivery of public assistance programs
Conducting and leading workgroups and committees
Use of analytical skills and the ability to present complex issues to a broad audience; communicate effectively with a variety of audiences verbally and written
Ability to facilitate meetings for various process management activities including implementation and design, make presentations and accurately record issues
Utilizing negotiating skills
Managing multiple projects simultaneously
Knowledge of DSHS, ESA, and CSD service delivery methods and CSD regional and field operations
Ability for overnight in-state travel
A bachelor’s degree plus 3 years of experience in service delivery and management of public assistance programs will substitute for work experience described above.

Nice To Haves

Standardized CSD processes, procedures, principles of shared work, case management practices and social service delivery models
Strategic planning strategies and quality improvement principles and techniques
Workload management strategies; project management principles, including project development, implementation, and monitoring; risk assessment and risk mitigation
Principles of negotiation and conflict resolution
Prioritize tasks and complete assignments accurately and on time
Communicate effectively and provide recommendations for CSO and CSCC procedure development, streamlined services delivery design, and program monitoring
Analyze and interpret operational performance data; recommend options for procedural compliance and process improvement
Use of software required to complete ESA job functions (including Word, Excel, ACES, Avaya, eJAS, and BarCode)

Responsibilities

Serve as an operations subject matter expert by providing consultation on process, procedure, and agency IT systems for eligibility and case management initiatives in support of front-line service delivery
Travel statewide as a consultant to evaluate adherence to standard procedures and service delivery requirements as part of the 360 Assessment Team
Collaborate with other CSD Headquarters’ teams and stakeholders in managing development of efficient, effective, and standardized processes and procedures
Conduct professional-level consultation including identifying variables, benefits, risk analysis, and providing options of recommended actions that impact statewide work
Consult on change management in areas such as prioritizing and planning for changes to service delivery and case management
Develop recommendations for process and procedure improvement and identify best practices using Lean methodologies