DSHS HCLA WA Cares Quality Management System Program Manager

State of Washington•Multiple Locations Statewide, WA

3d•Hybrid

About The Position

Make a meaningful impact in long-term care policy by embracing this thrilling opportunity. The WA Cares Fund (WA Cares) is the first of its kind in the United States, showcasing why Washington State leads the nation in long-term care initiatives. Created by the WA State Legislature, WA Cares offers affordable long-term care insurance coverage to all working Washington's. This is a great opportunity to support foundational infrastructure for the nation’s first long-term services and supports social insurance program. As the Quality Management System (QMS) Program Manager, you will guide how WA Cares responds to quality assurance results, strengthen statewide processes through quality initiatives, and help shape the system that supports people across Washington. You will bring a clear understanding of quality management systems so you can build the system to support our teams as we move forward with our new division. You will serve as the designated authority between WA Cares and the Office of the Assistant Secretary’s Quality Assurance Unit, helping teams understand what QA was found, what requirement was not met, why it matters, and then work with the teams to determine how to move forward. Your work will influence every part of the WA Cares system—from internal staff processes to contractor partnerships to statewide policy updates. You will help create a shared understanding of quality expectations, guide teams through improvement efforts, and ensure that statewide standards are met. You will also help shape the long-term structure of the Quality Management System by identifying risks, recommending countermeasures, and ensuring that improvement efforts are documented, communicated, and sustained. This Home & Community Living Administration (HCLA) WA Cares Washington Management Services 2 (WMS2) role offers hybrid telework within the state of Washington. Travel for meetings is expected to be infrequent.

Requirements

Professionals with experience in long-term care, healthcare programs, social service delivery, insurance programs, or state government who bring a strong understanding of quality management systems and how policies affect people.
A bachelor’s degree in public administration, policy, social sciences, or a related field plus five years of professional experience in program management, long-term care policy, or similar work, including at least one year using quality improvement practices.
Or, 9 years of progressively responsible experience in similar fields of social service delivery, including at least one year using quality improvement practices.
Experience developing, implementing, and maintaining quality improvement systems using tools such as Lean, Plan-Do-Check-Act, or Agile methods.
Experience writing policies, procedures, and reports for executive leadership.
Ability to communicate complex information in clear, accessible ways.
Experience building relationships with peers, partners, committees, and leadership groups.
Strong organizational skills and the ability to manage multiple priorities and deadlines.
Ability to work independently and elevate issues that require leadership attention.

Nice To Haves

Knowledge of quality management structures and frameworks such as ISO or Joint Commission frameworks are helpful.
Knowledge of the Area Agencies of Aging and how they partner with DSHS to serve our populations is a plus.

Responsibilities

Guide statewide quality management efforts by serving as the designated authority between WA Cares and the Quality Assurance Unit.
Develop, implement, and maintain systems for responding to quality assurance results, including disputed findings, corrective action plans, and improvement initiatives.
Review policies, procedures, and supporting documents through a quality lens and recommend updates that strengthen statewide consistency.
Translate QA data into actionable information and create improvement plans that support efficient, people-centered service delivery.
Identify risks and recommend countermeasures that support compliance, reduce system gaps, and improve long-term outcomes.
Collaborate with regional teams, contractors, and internal partners to support root-cause work, strengthen communication, and ensure shared understanding of quality expectations.
Manage supervisor review processes and ensure timely completion, documentation, and follow-through within the Quality Management System.
Coordinate with training teams to ensure improvement efforts are reflected in learning materials before implementation.
Within your first six months, build strong working relationships with WA Cares staff, Area Agencies on Aging (AAA), and other partners to create a cohesive, collaborative approach to quality.
Establish how WA Cares captures and responds to quality issues, strengthen communication pathways, and help teams understand how quality management supports their daily work.
Begin shaping the structure for long-term improvement efforts by identifying policy gaps, supporting quality improvement work, and helping align processes with statewide expectations.