Resource Access Center Manager SPM I
Resource Access Center Manager SPM I
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Job Description
Summary
The Department of Community and Human Services values diverse perspectives and life experiences. The Department encourages people of all backgrounds to apply including Black Indigenous and People of Color immigrants refugees women LGBTQ people with disabilities veterans and those with lived experiences.
The Resource Access Center Manager Special Projects Manager I is a key leader within the ASD Resource Access Team which is charged with developing and maintaining a unified systems approach to the ASD portfolio of resources. This position will develop and implement customer service and resource navigation strategies for a publicfacing team as well as supervise and train its staff. The Resource Access Center Manager is also responsible for handling escalated customer situations and ensuring a culture of continuous improvement and overall customer satisfaction. Work requires independent judgment and a high level of accountability for meeting deadlines to ensure timeliness of service delivery. The Resource Access Center Manager reports directly to the Resource Access Administrator.
WHO MAY APPLY:This position is open to all qualified candidates who meet the minimum qualifications.Interviews for this selection process will take place on or around 4/28/2025.
APPLICATION PROCESS
If you are interested in pursuing this position please follow the application instructions carefully. If you need this announcement in an alternate language or format would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.
The following items are required to be considered for this vacancy:- NeoGov Job Application(The responses on your job application should be thorough and complete and will be used in the screening process)
- Supplemental Questions(The responses to the supplemental questions should be thorough and complete and will be used in the screening process)
Your application may be rejected as incomplete if you do not include the relevant information in the application. Cover letters and/or resumes are not accepted in lieu of a completed application. Applications and/or Supplemental Questionnaires that state see my resume or see my personnel file are considered incomplete and will not be accepted.
WORK SCHEDULE/CONDITIONS:This position is exempt from the provisions of the Fair Labor StandardsAct and is not eligible for overtime. Typical hours are Monday through Friday 8 am to 5 pm.
MISSION CRITICAL POSITION STATUS:This position has been designated NonMission Critical. Unless otherwise directed by the County Executive Department Director or Agency Head all employees regardless of designation are expected to report to work or request leave during an emergency or inclement weather. For more detailed information please visitHR Policy County Operations During Emergency Situations and theKing County Guidelines for Workforce Management in an Emergency.
TELEWORKING REQUIREMENT:The work associated with this position will be performed or conducted through a combination of teleworking onsite work and meetings. Employees will have access to shared workspaces at various King County facilities. To respond to workplace reporting requirements employees must reside in Washington state and be within a reasonable distance of their King County worksite.
Job Duties
- Develop and implement customer service and resource navigation strategies for the publicfacing service team in conjunction with the resource access administrator.
- Supervise direct the work of and evaluate Resource Access Agents and Resource Navigators.
- Live monitor staff calls chats and other customer interactions to ensure quality of service and opportunities for coaching.
- Conduct and/or participate in the investigation of response to and resolution of customer conflicts complaints and inquiries. Respond personally to the most complex customer complaints and problems and in situations where issues have escalated.
- Compose responses to internal and external customers to address issues that may be of a confidential or sensitive nature.
- Review requests for exceptions to Financial Assistance limits per guidelines and professional judgment.
- In conjunction with the Resource Access Administrator work with the Performance Measurement & Evaluations team to conduct evaluations and develop strategies to gauge service efficacy.
- Create and manage schedules for the Resource Access Center team. As needed perform all duties of a Resource Access Agent to ensure adequate staffing to meet service demands.
- In conjunction with other leaders develop and conduct trainings for team members.
- Provide daytoday direction and technical assistance to staff to ensure consistency ofservice and compliance with established policies and procedures.
- Present information and respond to requests for information regarding ASD customer service and resource navigation policies practices and performance to key parties including Department Leadership the County Executive and the County Council.
- Write prepare and submit reports and information as needed.
- Engage in continuous process improvement around center policies practices and performance. Monitor the effectiveness of procedures and processes; recommend and draft changes or new procedures; coordinate implementation. Evaluate and determine system changes or enhancements needed.
- Encourage a knowledgesharing culture across the organization.
- Perform other related duties as assigned.
Experience Qualifications Knowledge Skills
- Deep knowledge of equity and social justice principles and practices and understanding of the effects of place race policy and systembased inequities on marginalized communities.
- 4 years minimum professional experience in a supervisory capacity in the areas of human services social services or student services.
- Bachelors Degree in Social Work Public Administration Business or related field and/or equivalent education and experience.
- 1year minimum experience in a call center service center or remote customer service setting.
- Excellent organizational and communication skills and ability to distill complex data in a clear and accessible way.
- Demonstrated experience balancing multiple priorities at once.
- Technical expertise and the ability to serve as subject matter expert in customer relations/customer service.
- Demonstrated leadership in working with the public community partners and internal departments and divisions to implement shared policy goals and/or objectives.
- Ability to multitask and work in stressful situations involving changing deadlines and expectations.
- Strong leadership and management skills.
- Demonstrated understanding of program compliance with contract policies procedures program requirements and government regulations.
- Demonstrated experience in gathering maintaining analyzing data and developing formal written reports for professional and community audiences.
- Demonstrated ability to develop and maintain collaborative partnerships with stakeholders.
- Proficiency in Microsoft Word for Windows Excel and Outlook.
- Valid Washington State Drivers License or the ability to travel throughout the county in a timely manner.
- Ability to pass a Washington State Patrol background check.
Desired Experience Qualifications Knowledge Skills
- Bilingual English/Spanish spoken and written fluency.
Supplemental Information
Forbes named King County as one of Washington States best employers.
Together with leadership and our employees were changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a differenceCome join the teamdedicated to serving one of the nations best places to live work and play.
Guided by our True North we are making King County a welcoming community where every person can thrive. We value diversity inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting support and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply including Native American and people of color immigrants refugees women LGBTQ people living with disabilities and veterans.King County is an Equal Employment Opportunity (EEO) Employer
No person is unlawfully excluded from employment opportunities based on race color religion national origin sex (including gender identity sexual orientation and pregnancy) age genetic information disability veteran status or other protected class. Our EEO policy applies to all employment actions including but not limited to recruitment hiring selection for training promotion transfer demotion layoff termination rates of pay or other forms of compensation.
To Apply
If you are interested in pursuing this position please follow the application instructions carefully. If you need this announcement in an alternate language or format would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.
Required Experience:
Manager
Employment Type
Full-Time
