ES Benefit Specialist 4 LCD Supervisor OlympiaTelework

The ideal candidate is a confident people-centered leader who thrives in a dynamic service-driven environment. You communicate with clarity coach with empathy and bring steadiness to complex operational challenges. You excel at developing others navigating policy and fostering a culture of accountability inclusion and continuous improvement. You balance customer service compliance and operational efficiency while supporting staff through change and growth.

As a Team Supervisor within the Customer Care Team unit reporting to the Service Delivery Manager these positions will directly supervise a unit of Leave and Care Specialists and/or Technicians which have varying duties that support operational functions and timely services to customers. You will be supporting both the Paid Leave and WA Cares programs. Your ability to provide leadership to our team of professionals as they provide customer support and process all claims will contribute to the agencys mission performance standards and objectives. You will also be responsible for the growth and development of Leave and Care professionals to include hiring retention professional development and succession planning. This full-time/permanent Team Supervisor will ensure quality services are provided to employers and citizens of Washington State. This position is primarily telework; however you may need to participate in office for meetings or special events.

In this leadership role you will oversee daily operations for an assigned unit providing supervision coaching and performance management for Benefit Specialists and Team Leads. You will review work for accuracy ensure compliance with laws and policies and guide staff through complex or escalated cases. You will also support operational planning collaborate with cross-functional partners and contribute to process improvements that strengthen service delivery. Your work directly supports the growth development and long-term success of Leave and Care professionals.

Some of your duties may include:

• Supervise a unit of Benefit Specialists and/or Benefit Technicians assigning work coaching staff reviewing performance and supporting operational priorities.
• Set team and individual goals track outcomes review Quality Assurance results and lead continuous process improvements.
• Write performance expectations conduct evaluations approve leave and timesheets and support staff development through training and individualized support plans
• Address workplace issues by mediating conflict consulting with the Service Delivery Manager and HR on potential disciplinary actions and ensuring Position Description Forms remain accurate and current.
• Provide guidance on complex or difficult cases research solutions and support staff in resolving customer issues.
• Use computer systems to document case resolutions and monitor individual and team production.
• Explain Paid Family & Medical Leave and WA Cares requirements eligibility criteria and services to staff and customers.
• Interpret RCW WAC and agency policies to ensure accurate compliant service delivery.
• Recommend process improvements and collaborate with management Logistics and other operational teams to meet business goals.
• Support operations by performing supervisor-level direct work including underpayment processing support ticket entry and innovative workflow solutions.
• Participate in special projects attend required trainings and assist with recruitment interviews and hiring recommendations.

Required: Qualifying candidates will meet one of the following criteria options:

Option 1:

• Seven (7) years of equivalent education/experience.

Option 2:

• One (1) year as an ES Benefits Specialist 3

Option 3:

• One (1) year of experience equivalent to the ES Benefit Specialist 3 with another state that administers insurance benefits programs.

Option 4:

• Associates Degree in a health or social science public administration or a related filed AND

• Five (5) years of the required experience below.

Option 5:

• Bachelors Degree in health or science public administration or a related field and

• Three (3) years of the required experience below.

Option 6:

• Masters Degree in health or social science public administration or a related filed

• One (1) year of the required experience below AND

• One year of supervisory experience.

Required equity competencies:

• The ability to take action to learn and grow.

• The ability to take action to meet the needs of others.

The required experience includes:

• Team Supervision & HR Management:Proficiency in supervising staff and managing HR processes

• Escalated Issue Coordination:Proficiency in working with management and HR to resolve issues

• Staff Guidance & Monitoring: Ability to lead and evaluate staff performance

• Advanced Problem-Solving & Advising:Skill in addressing complex issues and providing guidance

• Decision Review & Staff Advising: Ability to review decisions and advise staff

• Workload & Quality Monitoring: Ability to monitor workload and ensure quality

• Adaptability & Versatility: Ability to perform various tasks as needed

Please submit only the required documents as noted below and ensure all Personal Identifying Information (PII) such as Social Security numbers etc. are edited out of your materials for privacy.

Additionally we ask that you not include photographs or external links within your documents. Any documents uploaded through this platform will be securely transmitted electronically to support application review.

Please submit your Resume and Cover Letter with yourOnline Applicationthrough theAdd Attachmentsfield. A resume will not substitute for the work experience section of the application or vice versa. Applications with blank fields or supplemental question responses with comments such as see attachments may be considered incomplete.

Ouragencys mission and valuesdrive every decision that we make determine how we interact with others and are at the core of who we are. We value Access Love Belonging Equity and Stewardship. We understand that a work environment that respects your work/life balance is key; thats why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support value and trust our employees are empowered to grow and develop into their best self.

Opportunity for All

We strive to create a working environment that includes and respects cultural ethnic racial religious sexual orientation and gender identity diversity. Women racial and ethnic minorities people with disabilities people over 40 years of age people with religious beliefs veterans or people with military status and people of all sexual orientations and gender identities are encouraged to apply.

The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.

If you are a person needing assistance in the application process if you need this job announcement in an alternate format or if you have general questions about this opportunity please contactKatie Swanson or theTalent Acquisition Team or Washington Relay Service 711 prior to the recruitment closing.If you are having technical difficulties creating accessing or completing your application please contact or or toll free Washington Relay 711.