DSHS ESA Social and Health Program Consultant 3
If you're ready for the next step in your social service career, we have a great opportunity. The Community Service Division (CSD) within the (ESA) has an opening for a Social and Health Program Consultant 3. CSD is the largest division in ESA, with more than 2,500 staff who are responsible for determining eligibility for federal and state-funded public assistance programs, including food, cash, and medical programs. CSD has many critical, important, high volume business processes that have strong external stakeholder interest and time-sensitive performance measures. The programs managed by the division are highly visible and division performance is regularly scrutinized by the public, media, and legislators.

 The division is committed to creating a diverse workforce in a modern work environment that includes the potential for telework options. 
 
In this exciting and important role, you will develop, administer and monitor the Community Services Division's statewide Constituent Relations Unit, directly making a difference in the quality of services provided. The Constituent Relations Unit supports the division's 1.7 million clients by providing a conduit to air concerns and seek answers. The Constituent Relations Unitprovides appropriate, objective program resolution to more than 19,000 inquiries and issues, annually, from a variety of constituents, including federal legislative and congressional staff, the Governor’s office, advocates, and others on behalf of clients as well as addressing calls, letters and other requests directly from clients themselves.
 
 As our newest Social and Health Program Consultant 3, you will serve as a primary liaison between the Office of the Governor, legislative offices, other administrations, other agencies, and staff at division headquarters and division field offices for client-centered concerns and complaints.
 
 Some of what you will do 

• Develop and administer the Community Services Division's statewide Constituent Relations for over 52 local Community Services Offices (CSOs), out-stationed staff in different communities, two Mobile CSOs, and a single statewide Customer Service Contact Center
• Provide appropriate, objective program resolution and supports to clients by providing a conduit to air concerns and seek answers
• Serve as an expert specialist in all public assistance programs administered by the Division to help meet the responsibility for key relationships with DSHS management, tribes, the general public, as well as other federal and state legislators and legislative offices to address program performance issues and constituent complaints
• Serves as primary liaison between Office of the Governor, federal and state legislative offices, other administrations, other agencies, and staff at Division headquarters and Division field offices for client-centered concerns and complaints 
• Determine the appropriate, objective program resolution and course of action to inquiries and issues from a variety of constituents, including federal legislative and congressional staff, the Governor’s office, advocates, and others on behalf of clients as well as addressing calls, letters and other requests directly from clients themselves
• Inform, educate, respond to, and resolve written or verbal inquiries and complaints regarding all state and federal public assistance programs administered by the Community Services Division
• Thoroughly review and investigate public assistance cases where concern has been expressed, by reading and navigating complex automated systems that issue benefits and contain constituent data
• Establish and maintain ongoing consultative and crisis resolution relationships with field offices and program staff in all program divisions
• Lead CSD Community Support Team members with training, technical assistance, best practices, challenges, and accomplishments by providing expertise and guidance for call resolution
• Provide coordination of resolutions for clients and constituents across divisional and departmental lines
• Research sensitive cases that may be of media concern and provide information to management
• Risk management and mitigation of the Division’s and Department’s potential liability by identifying and responding appropriately to high profile concerns
• Track concerns and reports on resolution to increase the Division’s accountability, to increase customer satisfaction, to minimize risk of lawsuits, and to provide information to the Director regarding service needs, program effectiveness and client outcomes
• Advocate on behalf of clients to build and foster positive community relations
• Interact with clients and everyone according to our values of respect equity, inclusion and foster belonging access and diversity

 
 Who we are looking for
Those with a bachelor's degree in social work, a health or social science, public administration, or a related field, and 4 years of professional experience in planning, administering, developing, or delivering social, financial, or health services programs. (Additional qualifying experience will substitute, year for year, for the required education, except for the Social Work degree. Additional qualifying education will substitute, year for year, for the required experience.) 
OR 
A master's degree or higher in social work, a health or social science, public administration, or a related field, and 3 years of professional experience in planning, administering, developing, or delivering social, financial, health, or chemical dependency treatment services programs.  
OR
One year of experience as a Social and Health Program Consultant 2, Social Service Specialist 3, or Public Benefits Specialist 4 or above
OR
 Two years experience as a WorkFirst Program Specialist or equivalent work experience with automated eligibility systems
 
 Desired

• Experience in a Community Service Office authorizing and issuing public assistance benefits
• Knowledge of federal and state rules and regulations for public assistance programs delivered by the Community Services Division as well as operational procedures within the division
• Experience with and possess skills to defuse emotionally charged constituents and redirect to resolution
• Ability to effectively read and navigate through ACES, ACES Online, Barcode programs, E-Jas, and EBT systems
• Experience analyzing and resolving complex problems related to social, financial, or health programs
• Effectively apply analytic problem-solving and decision-making skills 
• Ability to communicate complex issues and processes in a manner understandable by a diverse audience
• Contribute to a shared workload team environment using excellent interpersonal skills
• Work well with others by building and sustaining relationships through trust and integrity at all levels internally and with clients
• Ability to manage multiple tasks efficiently and effectively, apply time management principles, highly organized and detail oriented
• Thorough knowledge of public disclosure laws
• Thorough knowledge of HIPPA laws

Interested? 
Please attach the following to your online application:

• Letter of interest (up to 2 pages) specifically addressing the knowledge, skills, and experience you have related to the job and duties 
• Current chronological resume
• Three professional references (including current contact information)

 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.
 
 Questions about this opportunity? Please contact Grant Grady at   and reference project number 04565.