L&I Program Specialist 3

State of Washington•Multiple Locations Statewide, WA

7d•Hybrid

About The Position

The Electrical program provides services to Washington consumers and workers in the electrical trade to have an electrically safe place to live and work. This position assists higher-level staff by coordinating aspects of Electrical permitting services, providing technical assistance and specialized consultation to program participants, staff and outside entities and recommends resolution for complex problems and issues related to Electrical permitting. This position is the point of contact and liaison between the Electrical program and internal and external customers, improving the customer experience and ensuring program consistency.

Requirements

Equivalent combination of education and/or professional experience for a total of 6 years may be substituted year for year for education.
Bachelor's degree and two years of experience including planning, policy analysis, coordination and consultation with a variety of public and private agencies, organizations, and/or levels of government.
Experience delivering unpopular decisions or working directly with angry, frustrated or hostile customers.
The ability to take action to learn and grow.
The ability to take action to meet the needs of others.

Nice To Haves

5 years' experience in government regulation.
Experience training, coaching, or mentoring staff in a lead or supervisory role in person and in a telework setting.
Familiar with the RCW/WACS pertaining to the Electrical industry.
Experience with interpreting and applying state laws and rules.
Experience working with collection agencies.
Experience using continuous improvement tools and methodologies.
Experience working in and/or managing a call center (phone queues) and telework equipment including Avaya software, Teams, Zoom, or equivalent.

Responsibilities

Leads staff development by training employees, setting expectations, coaching performance, and handling hiring and corrective-action decisions.
Oversees daily operations by monitoring workloads, deadlines, customer interactions, and payment processing to ensure timely, accurate service.
Serves as the main problem-solver for complex or escalated customer issues and provides expert guidance on difficult cases.
Improves processes and procedures by analyzing data, identifying trends, updating policies, and recommending changes that support program goals.
Manages program resources by tracking budget, staffing, equipment needs and producing reports that guide planning and decision-making.