WDVA Olympia Service Center Supervisor, Program Specialist 5, Full-Time Permanent

• Directly supervises the Olympia Service Center which includes the central office reception desk all walk-in customer service activities and a statewide call center. This also includes the responsibility of opening the building each morning and securing the building each evening five days per week.
• Developing and implementing business practices and procedures developing and maintaining business workflow and day-to-day activities related to the Olympia Service Center and maintaining all required reporting tools including the Enterprise Veterans Case Management System which track program outcomes related to walk-in customer service and call center operations.
• Manages staff schedules by ensuring adequate coverage is available for walk-in customer service and call-center operations during normal business hours.
• Receives responds to and tracks customer inquiries via phone and voicemail email and social media to ensure that timely customer service is provided at all levels. Ensures that all customer inquiries are handled in a professional and confidential manner.
• Manages the Olympia Service Center customer satisfaction surveys by ensuring surveys are conducted in an appropriate manner. Consolidates and analyzes the results of customer satisfaction surveys and reports the outcomes and executive managers.
• Manages all mail handling practices and procedures for incoming and outgoing mail and supervises daily mail activities ensuring compliance with relevant agency policies.
• Provides internal training to staff members on veterans benefits programs and services. Conducts research on veterans benefits programs and services in order to help executive management and stakeholders understand eligibility criteria and services.
• Developing and implementing business practices and procedures developing and maintaining business workflow and day-to-day activities related to the VBEP maintaining all required reporting tools including the Enterprise Veterans Case Management System which track program outcomes. Reporting back to executive management and program partners including HCA and DSHS.
• Provides subject matter expertise and makes recommendations for the VBEP based on their expert knowledge of federal VA disability compensation and/or pension benefits and health care services. Exercises delegated decision making authority were the decisions made by this position impact millions of dollars per year in VA benefits as this position must decide which cases to prioritize and determine the method for handling these cases based on their professional expertise and experience.
• Serves as a liaison to the Health Care Authority and the Department of Social and Health Services as it related to the VBEP and Veterans Referrals received from the DSHS Community Service Offices. Coordinates the protocol for Veterans Referrals with outreach staff.
• Determining program workload priorities and distributing individual staff workloads and assignments in cooperation with the VBEP first-level supervisor.
• It is highly recommended that you request the Complete Position Description during your application process.

• Bachelors degree from an accredited institution whose accreditation is recognized by the U.S. Department of Education or the Council for Higher Education Accreditation (CHEA) or a foreign equivalent.
  AND
  Two years of professional-level experience working with veterans or service members and their families connecting them with their earned benefits.

• Masters degree in public administration business administration health care administration sociology psychology social work human services or related field.
• Four years of professional-level experience working with veterans or service members and their families connecting them with their earned benefits.
• Experience as an Accredited Veteran Service Organization Representative.
• Two or more years as a supervisor or manager in a human services agency providing direct client services.
• Two or more years providing services to veterans and their families in a human services setting.
  
  

• Must be able to pass a DSHS BCCU Background Check every two (2) years in accordance with WDVA Policy 615.000 Background Checks. Information from the background check will not necessarily preclude employment but will be considered in determining the applicants suitability and competence to perform in the position.
• Must be able to pass criminal background check performance by the U.S. Department of Veterans Affairs (VA) and in order to become an Accredited Veteran Service Organization Representative and obtain access to VA and DOD data systems.
• Must maintain regular and reliable attendance and be willing to work as needed.
• Must successfully complete within mandated timeframes employee orientation and all other mandatory annual in-service and other required training.
• Must become familiar and comply with all DVA policies and procedures and Collective Bargaining Agreements as applicable.
• Must sign the confidentiality statement for all employees.
• Positions requiring travel must have a valid unrestricted drivers license and must be insured if driving a privately owned vehicle on state business.
• Must be proficient in the English language and be able to read write speak and understand the English language.
• Must have a valid drivers license.
• Candidates who are offered a job with WDVA must possess work authorization which does not require sponsorship by the employer for a visa now or in the future.

Application Process:

Top candidates will be contacted directly to interview for this position. Because the selection will be based on information provided by you it is in your best interest to identify the knowledge skills and abilities that address the mandatory and desirable qualifications described below.

Please include the following documents with your application:
1. A letter of interest describing specific qualifications.
2. A current resume detailing applicable experience and education.

Finalists will be asked to provide a list of at least three professional references with current telephone numbers.

Other Information:

• This position is non-represented.

Applicants wishing to claim Veterans Preference should attach a copy of their DD-214 (Member 4 copy) NGB 22 or signed verification of service letter from the United States Department of Veterans Affairs to their application. Please blackout any personally identifiable data such as social security numbers. For further information please contact us at .

Diversity Equity and Inclusion Employer

Here at YOUR Washington Department of Veterans Affairs our employees come from all walks of life. We strive to hire great people from a wide variety of backgrounds. All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability age or Veteran status.

We believe in the importance of recognizing the value each of us contribute to the success of the mission of the agency. Having a diverse workforce is this agencys greatest resource of strength and knowledge. It is through the combination of talents and abilities that we can pursue finding effective measures on how we can provide the best customer service. We are committed to building a diverse and inclusive workplace for everyone.

The State of Washington is an equal opportunity employer. Persons with a disability who need assistance in the application process or testing process or those needing this announcement in an alternative format may call . TTY users should first call 711 to access the Washington Relay Service.

You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.

If you have any questions regarding this announcement program or the agency please contact us atrecr.