Public Benefits Specialist 1-3 In-Training (PBS1-3) - Kelso

State of Washington•Cowlitz County – Kelso, WA

4d•Hybrid

About The Position

Our vision is to ensure that “ All Washington's children and youth grow up safe and healthy, thriving physically, emotionally, and educationally, nurtured by family and community". This position serves as a trusted resource for families applying for or receiving Child Care Subsidy benefits within DCYF's Child Care Subsidy Contact Center in Kelso. The role assists families in accessing affordable childcare services that support employment, education, and long-term stability. Every interaction is an opportunity to make a positive difference by connecting families with critical resources while delivering compassionate, knowledgeable, and equitable customer service. The work directly supports DCYF's mission to partner with children, youth, and families to strengthen opportunities, connections, and communities while promoting safety, stability, and positive outcomes. DCYF is committed to building a workforce that reflects the diversity of the communities we serve and values the unique perspectives, experiences, and backgrounds of its employees, fostering an inclusive environment where everyone is welcomed, respected, and empowered to thrive. As a Public Benefits Specialist, you will provide direct customer service in a fast-paced call center environment, assisting families seeking child care assistance through Washington State's Child Care Subsidy Program. You will independently conduct interviews, gather and evaluate information from applicants and third-party sources, review documentation, and determine initial and ongoing eligibility for benefits in accordance with state and federal laws, regulations, and policies. This position supports a service area with a significant population of clients whose primary language is not English and who have limited English proficiency. As a designated bilingual point of contact within the program, you will provide oral and written language assistance to clients with limited English proficiency, including interpreting and translating during interviews, reviewing and explaining program requirements, documenting case information, and obtaining statements necessary to determine eligibility and provide ongoing services. This position requires strong communication skills, sound judgment, and the ability to make independent decisions while navigating complex eligibility requirements. You will use specialized financial knowledge to assess household circumstances, explain program requirements, and provide accurate information to families in a professional, respectful, compassionate, and culturally responsive manner. Successful candidates will be comfortable working in a structured, customer-focused environment, managing a high volume of telephone interactions, and balancing attention to detail with a commitment to excellent customer service. Through your work, you will help ensure children have access to quality early learning opportunities while supporting families in achieving greater stability and self-sufficiency.

Requirements

Public Benefits Specialist 1 (PBS1) Qualifications: One (1) year of experience conducting financial eligibility determination for public assistance to include financial, medical and food benefit programs. OR A bachelor’s degree AND Experience examining/processing medical insurance or rehabilitation claims, unemployment insurance claims, or in a customer service job where the major duties involve public contact, or a job providing staff support in financial eligibility determination will substitute, year for year, for education. AND The ability to take action to learn and grow. The ability to take action to meet the needs of others.
Public Benefits Specialist 2 (PBS2) Qualifications: Six (6) months of experience as a Public Benefits Specialist 1, and completion of the agency's Public Benefits Specialist Training Program. OR One (1) year of experience conducting financial eligibility determination for public assistance to include financial, medical and food benefit programs and completing the agency’s Public Benefits Specialist Training Program. AND The ability to take action to learn and grow. The ability to take action to meet the needs of others.
Public Benefits Specialist 3 (PBS3) Qualifications: Nine (9) months of experience as a Public Benefits Specialist 2. OR Fifteen (15) months of experience as a Public Benefits Specialist 1 and satisfactory completion of the agency's Public Benefits Specialist Training Program OR Equivalent combination of education and/or experience determining eligibility for financial, medical, food, long-term services and support programs, childcare and equal access benefits totaling eighteen (18) months. AND The ability to take action to learn and grow. The ability to take action to meet the needs of others.
Incumbent must successfully complete formal training courses as required by law, policy, and regional requirements within one year of their appointment.
Degrees must be obtained from an accredited college or university whose accreditation is recognized by the U.S. Department of Education and the Council for Higher Education Accreditation (CHEA), or a foreign equivalent verified by a NACES-approved organization at naces.org. Foreign Equivalency certification must be attached to the application for degrees obtained outside the U.S.
The selected candidate must provide proof of identity and authorization to work in the United States, consistent with E-Verify requirements, on their first day of employment.

Nice To Haves

Demonstrated experience working in a high-volume customer service environment.
One (1) year of experience working in a call center environment.
Prior experience determining eligibility for public programs.

Responsibilities

Conduct intensive interviews with customers to determine eligibility for services, or continued eligibility for services when notifying the program of changes of circumstances for Child Care benefits.
Process Child Care applications received from the Washington Connection online applications, in the Document Management System (DMS), and through interactive interviews.
Analyze collected oral and written information to determine accurate benefits and continued program eligibility.
Finalize Child Care applications and reapplications with information received and verified for accurate determination of eligibility.
Refer clients to both mandatory and optional services, including to other agencies as required.
Take actions necessary to ensure that limited English proficient clients receive properly translated forms and translation services from state certified, contracted translators and interpreters.
Authorize Working Connections Child Care Subsidy payment to approved Licensed facility and Family Friend and Neighbor (FFN) Subsidy Providers through the Social Services Payment System (SSPS).
Compute and initiate overpayments and client notifications when necessary.
Issue reimbursements and benefits when appropriate to correct under issuances.
Assist Child Care Providers with subsidy payment information and other requirements to receive subsidy.