DSHS ESA Public Benefits Specialist 4

State of Washington • Multiple Locations Statewide, WA

1d • Hybrid

About The Position

The Department of Social and Health Services (DSHS), Economic Services Administration (ESA), Community Services Division (CSD) is looking to add a PBS4 to the Statewide Customer Service Contact Center Headquarters' Training Team. This opportunity is a hybrid work opportunity with required state-wide travel. In this role, you'll coach and provide timely assistance on issues related to financial eligibility for newly hired staff. You will play a crucial role in delivering focused on the job coaching to ensure staff are well-equipped with the necessary skills and knowledge to be successful in their job. You are expected to possess a high level of proficiency in all public benefit programs and will be responsible to audit, coach and guide Public Benefit Specialists.

Requirements

• Subject matter expert in determining eligibility for Customer Service Division (CSD) public benefit programs
• Ability to assist others in interpretation and analysis of data, make independent decisions, and assist in the supervision and on the job training of staff
• Ability to have effective feedback sessions with Supervisor and with staff
• Proficiency in computer programs in use by the Community Service Division
• Experience interviewing individuals regarding sensitive personal and financial matters
• Ability to communicate effectively in person and in writing with management, peers, staff, customers, and the public
• Willingness to actively participate in career development for all staff
• Outstanding organizational, leadership, and interpersonal skills
• Ability to inspire, support, motivate, and lead others to achieve successful results
• A Bachelor’s degree or higher and twelve 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 long-term care services.
• Experience examining/processing loan applications, medical insurance or rehabilitation claims, unemployment insurance claims, or a job providing staff support in financial eligibility determination, or in a job analyzing, verifying, and evaluating financial data and information, will substitute year for year, for education and experience
• Satisfactory completion of the agency’s Public Benefits Specialist Training Program.
• Out-of-state experience conducting financial eligibility determination for public assistance including financial, medical, and food benefit programs will be considered experience.

Responsibilities

• Act as a job coach for new and experienced staff
• Assess and review work of Public Benefits Specialist staff, including analyzing case actions for accuracy, and determining any unit or office trends
• Maintain and review procedures for efficient workflow
• Establish reports and recommendations to supervisor on staff progress and any additional staff training needed
• Perform complex duties in relation to financial eligibility and rule interpretation
• Assign work to Public Benefits Specialists within the Contact Center
• Be a liaison between staff, supervisors, and management and communicate any concerns with management
• Support a culture of respect at all times when interacting with customers, staff, community partners or other stakeholders
• Develop, improve and implement on the job coaching material

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level