DSHS ESA Public Benefits Specialist 4 (Lead)
About The Position
The Economic Services Administration (ESA), Community Services Division, is hiring a Public Benefits Specialist 4, Leadworker to join the South Sound Customer Service Contact Center in Tacoma, Washington. This is a full-time position with periodic rotations into the office to provide hands-on coaching and staff support, address operational needs, and meet business priorities. The Leadworker guides and supports Public Benefits Specialists who process cash, food, and medical benefits. The position assigns and monitors work, audits cases, supports eligibility decisions and policy interpretation, and coaches staff to maintain service quality and program compliance. The role also performs complex eligibility and casework, develops procedures, verifies overpayments, and makes referrals to the Office of Financial Recovery. The Leadworker works with staff, agencies, and the community to clarify information and support clients through the application process. This is a non-permanent appointment with an anticipated duration of 12 months. The schedule is Monday through Friday, 40 hours per week. Applicants must meet one of the listed experience or education pathways and satisfactorily complete the agency’s Public Benefits Specialist Training Program.
Requirements
- Knowledge of Washington Administrative Code (WAC), policies, and procedures used to determine eligibility for Community Services Division programs.
- Proficiency using computer systems and applications to process cases, research information, and make accurate eligibility decisions.
- Ability to analyze and interpret complex data from multiple sources to ensure accurate and timely case actions.
- Strong interpersonal and customer service skills, including the ability to interact professionally and respectfully with clients, coworkers, and community partners.
- Ability to independently prioritize and manage a high-volume workload while meeting established deadlines.
- Resilience and professionalism when working in high-pressure situations and handling challenging customer interactions.
- Flexibility to adapt to changing priorities and manage multiple assignments in a fast-paced environment while meeting performance expectations.
- Satisfactory completion of the agency’s Public Benefits Specialist Training Program.
- Meet one of the following qualifications: 12 months of experience as a Public Benefits Specialist 3; or a bachelor’s degree or higher and 12 months of experience as a Public Benefits Specialist 2 determining eligibility for public assistance or long-term care services; or five years of combined higher education and/or equivalent experience, including at least one year’s equivalent work experience.
- Examples of equivalent experience include determining eligibility for services or providing direct customer service to historically marginalized communities; examining or processing loan applications, medical insurance or rehabilitation claims, or unemployment insurance claims; providing staff support in financial eligibility determination; or analyzing, verifying, and evaluating financial data and information.
Responsibilities
- Assign, coordinate, and monitor the work of Public Benefits Specialist staff processing cash, food, and medical assistance benefits.
- Provide guidance on complex eligibility determinations, policy interpretation, and procedural implementation.
- Conduct audits and case reviews to ensure accuracy, identify error trends, and recommend corrective actions and training opportunities.
- Verify and establish overpayments and complete referrals to the Office of Financial Recovery.
- Coach, train, and support staff to promote professional development and program compliance.
- Review and improve procedures to maintain efficient workflows and consistent service delivery.
- Resolve customer concerns, assist with eligibility-related issues, and support administrative hearing preparation and case resolution.
- Establish financial eligibility, interpret rules, and develop procedures.
- Engage with staff, agencies, and the community to clarify information and support clients through the application process.
Benefits
- Eligible Pierce County employees may receive an Orca Card for transportation needs.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
