DSHS ESA CSD Public Benefits Specialist 4

State of Washington•Spokane County - Spokane Valley, WA

6d•Onsite

About The Position

Elevate your career in a lead role that truly makes a difference! The Economic Services Administration (ESA), Community Services Division, has an opportunity as a Public Benefit Specialist 4 (PBS4) to join our team at the Northeast Customer Contact Center in Spokane Valley, WA. As a Leadworker, you’ll take on a critical role in guiding and supporting a team of Public Benefits Specialists who process cash, medical, and food benefits. You will be responsible for assigning work, conducting thorough audits, and ensuring that both new and experienced staff maintain high standards in service delivery. By identifying error trends and providing targeted coaching, you’ll help shape the development and efficiency of the team. In addition to leading a team, you’ll perform complex tasks such as establishing financial eligibility, interpreting rules, and developing procedures. Your expertise will also be crucial in verifying overpayments, making referrals to the Office of Financial Recovery, and reviewing cases for accuracy. You'll engage with staff, agencies, and the community to clarify information and support clients throughout their application process. If you are an experienced professional ready to lead, mentor, and ensure the quality of public assistance services, this role offers the opportunity to make a lasting impact within the Community Services Division.

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, with 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 effectively manage multiple assignments in a fast-paced environment while meeting performance expectations.

Nice To Haves

12 months of experience as a Public Benefits Specialist 3.
A Bachelor’s degree or higher AND twelve months of experience as a Public Benefits Specialist 2 determining eligibility for public assistance or long-term care services.
5 years of combined higher education and/or equivalent experience may substitute for degree and PBS work experience requirements. Total must include at least one year’s equivalent work experience.
Providing eligibility for services or direct customer service serving historically marginalized communities
Experience examining/processing loan applications
Medical insurance or rehabilitation claims
Unemployment insurance claims
Providing staff support in financial eligibility determination, or in a job analyzing, verifying, and evaluating financial data and information
Satisfactory completion of the agency’s Public Benefits Specialist Training Program.

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.