DSHS ESA Public Benefits Specialist 1-3

State of Washington•Pierce County – Tacoma, WA

3d•Hybrid

About The Position

The Economic Services Administration (ESA), Community Service Division (CSD), is hiring multiple Public Benefits Specialists for its statewide call center. This full-time hybrid position combines in-person and remote work. Employees begin in the office and may transition to teleworking as training and job progression allow. Training, including classroom instruction, is provided. Public Benefits Specialists help people apply for public assistance through face-to-face and telephone interactions. They determine eligibility for public assistance programs by interviewing applicants, gathering information from individuals and third parties, and processing online applications and case actions using internal computer programs. The position is part of a training plan progressing through Public Benefits Specialist levels 1, 2, and 3, with salary increases as employees successfully advance. The advertised minimum monthly salary is $4,517 at Public Benefits Specialist 1, Range 43, Step G. The posting lists progression ranges of $4,517–$5,111 for Specialist 1, $4,746–$5,506 for Specialist 2, and $5,240–$5,928 for Specialist 3. Pierce County employees are eligible for an Orca Card for transportation needs. The role serves customers from diverse backgrounds and requires applying federal and state requirements to individual circumstances. DSHS emphasizes fairness, access, social justice, belonging, and meaningful public service in support of Washingtonians, including underserved communities and people with disabilities.

Requirements

Four years of customer service experience in a job where major duties involved public contact, or staff-support experience in financial eligibility determination, such as processing loan applications, medical insurance or rehabilitation claims, or unemployment insurance claims; college education may substitute year for year for experience.
Alternatively, one year of equivalent out-of-state experience conducting financial eligibility determinations for public assistance, including financial, medical, and food benefit programs.
Ability to learn and use various computer programs.
Ability to communicate effectively with people in diverse or difficult situations, including calming others, working with people who have communication challenges, assisting underserved populations, and discussing confidential and unpleasant options, in person and over the phone.
Ability to work with complex technical regulations and procedures and analyze complex situations.
Ability to refrain from personal bias when determining eligibility.
Ability to prioritize and perform multiple tasks in a busy office with numerous interruptions.
Applicants must submit a current resume, a one-page letter of interest detailing relevant preparation and experience, and current contact information including email addresses and phone numbers for three professional references.

Nice To Haves

Thrives in a standardized work setting.

Responsibilities

Learn to process applications and make initial and ongoing eligibility determinations for Financial, Child Care, Supplemental Nutrition Assistance Program, and Medicaid Assistance programs.
Conduct intensive interviews and independently determine eligibility.
Gather and review data, applications, and verification for each benefit program in light of each person's circumstances.
Process applications and case actions in accordance with federal and state requirements, considering household income and size.
Explain program requirements, application procedures, and verification needs to clients.
Answer client questions about benefits and available services.
Assist applicants through face-to-face interactions and over the phone.
Use internal computer programs to process applications and case actions.