Description

DSHS's Community Service Division's Customer Service Contact Center within the Economic Services Administration (ESA) is committed to delivering public assistance programs in the most effective and efficient way incorporating accountability, honesty & integrity, open communication, respect, equity & diversity, and continuous improvement for performance excellence. The CSCC provides a crucial telephonic access point for those needing assistance with Basic Food, Classic Medicaid, Cash Assistance programs, social services, and WorkFirst case management services.

As ESA's Statewide CSD Performance and Quality Manager, you are directly accountable for actions and results for building strategic alliances for the delivery of human service programs throughout the state. This Yakima-based job can be performed from any city in WA state, as a hybrid telework schedule is available. There is the expectation for travel to conduct business and connect with state-wide teams in person when necessary.

You will mentor the work of supervisors that have direct responsibility for the day-to-day operation of the CSCC and units directly delivering assistance programs and services to clients. The work that you and your small team produce directly ensures that our customers can access timely and accurate services through optimal effectiveness from our employees and technical systems. This role is designed for the analytic planner; someone that can interpret data and explain process improvements that result in better staff performance.

Some of what you will do

• Provide direct support to the Contact Center Management Team and supervisors to develop, monitor, and communicate performance and quality activity throughout the Contact Center both virtually and in person as expected
• Coordinate the function of the Call Center Quality team which will have a direct impact on the accuracy of the benefits that are delivered by Contact Center staff
• Travel throughout the state as needed, to observe work processes or provide leadership consultation, and technical support
• When employee-facing engagement and mentoring is not necessary, conduct meetings and training virtually
• Function as quality assurance subject matter consultant for all CSCC managers and peer performance and quality managers
• Collect, monitor, and analyze financial data to determine performance in meeting goals and objectives, identify trends, forecast future performance, and recommend business process changes based on this data; financial data includes Medicaid, SNAP, TANF, Blind & Disabled/Housing & Essential Needs, and Refugee Assistance
• Continually look at current performance & areas to improve; work to gain support from management teams that will carry out improvement processes
• Develop service delivery talking points based on weekly efficiency reports
• Monitor data in the Workforce Optimization Package (WFO) and work up scenarios that impact labor plans and customer service
• Administer the Avaya call system

Fast forward 6 months: You are an active participant in meetings and managing your own team of specialists. You’ve built effective working relationships with management teams and peer program managers. You are understanding the sources of data and what the trends are telling you and are visualizing opportunities for business process improvements to implement that will serve DSHS clients quickly.

Who should apply

• Bachelor's degree* in social services, public administration, or a closely allied field
• And 3 years of experience administering and interpreting state and federal laws and regulations and studying data pertaining to WA state public assistance programs; concurrent work experience should include:
  • Developing and implementing customer-focused strategic, operational, or business plans within a large public or non-profit entity
  • Providing guidance, consultation, and direction to managers
  • Developing or overseeing quality assurance or performance improvement plans
  • Building and deploying effective and flexible communication strategies, tactics, and plans to all levels of the organization; strong writing skills, ability to build and convey presentations
  • Guiding projects to include building and implementing project or change management plans
• Technical experience with Microsoft Office tools, Avaya Call System, WFO, ACES, Barcode, eJAS, and Washington Connection

• Additional equivalent CSD/CSCC experience may substitute year for year for the degree

Preferred knowledge, skills, and abilities

• Management within a call center environment using industry-standard performance metrics and data collection tools
• Mapping processes, developing procedures, and drafting implementation plans
• Virtual and in-person group facilitation that demonstrates an ability to manage group dynamics to achieve successful outcomes
• Project management and project management principles and methodologies

See why people like you chose careers with DSHS.
This job is classified as a WMS1. This advertisement has been reopened to allow additional qualified people to apply. If you have already applied for this job, you do not need to apply again-your status remains unchanged.
Interested? Please list 3 professional references’ contact information on your application and include your current resume and a cover letter explaining how your knowledge, skills, and abilities qualify you for this leadership role.

Questions? Email bastrjl@dshs.wa.gov or phone Jenny at 360-725-5848, reference 03490. To learn more about DSHS, go to www.dshs.wa.gov.

Our Department of Social and Health Services (DSHS) mission to Transform Lives requires that we come together with a sense of belonging, common purpose, shared values and meaningful work. It is crucial to our agency’s mission that you bring an equity, anti-racism, and social justice commitment to your work with DSHS. We strive to create greater access and affirming representation of the communities we serve, including Black, Indigenous and People of Color, people with physical, behavioral health, and intellectual disabilities, elders, LGBTQIA+ individuals, immigrants and refugees, and families building financial security.

Employees of the Department of Social and Health Services (DSHS) are required to be fully vaccinated against COVID-19 as a condition of employment. Any offer of employment is contingent upon verification of your vaccine status. Please note medical or religious accommodation may be available once an offer of employment is made.

#WeAreHiring #InclusionWorks

Supplemental Information

Prior to a new hire, a background check including criminal record history may be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the job. This announcement may be used to fill multiple vacancies. Employees driving on state business must have a valid driver's license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.

Washington State Department of Social and Health Services is an equal opportunity employer and does not discriminate in any area of employment, its programs or services on the basis of age, sex, sexual orientation, gender, gender identity/expression, marital status, race, creed, color, national origin, religion or beliefs, political affiliation, military status, honorably discharged veteran, Vietnam Era, recently separated or other protected veteran status, the presence of any sensory, mental, physical disability or the use of a trained dog guide or service animal by a person with a disability, equal pay or genetic information. Persons requiring accommodation in the application process or this job announcement in an alternative format may contact the Recruiter at (360) 725-5810. Applicants who are deaf or hard of hearing may call through Washington Relay Service by dialing 7-1-1 or 1-800-833-6384.

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