Benefit Specialist 4 - Leave and Care Employer Support Supervisor: Olympia/Telework

Description

As a Benefit Specialist 4 Supervisor, you will provide leadership to the Leave and Care Employer Support Team within the Employer Services Unit of the Insurance Services Division. The team plays a vital role in supporting employers, employer agents, and elective coverage customers in meeting their legal obligations under the Paid Family and Medical Leave and WA Cares programs. Through this support the Employer Support Supervisor directly contributes to safeguarding public resources and maintaining the integrity of the PFML and WA Cares trust funds, ensuring these programs remain sustainably funded and able to deliver essential benefits to Washingtonians. This is a full-time, permanent position that is telework with flexible schedule options.

Duties

You will be relied upon to supervise unit activities including task assignment, deadline setting, and performance monitoring. Managing personnel functions including recruitment, onboarding, leave/time approvals, and disciplinary actions. Adjusting workloads and phone schedules as necessary to meet service goals and agency priorities. And deliver on-the-job training and foster a learning culture that encourages innovation and continuous improvement.

• Provide policy and procedure guidance to staff to ensure accurate delivery of PFML and WA Cares services.

• Conduct regular performance evaluations and provide coaching, mentoring, and feedback to support staff development.

• Promote diversity, equity, and inclusion within the team and agency.

• Ensure resources and tools are available to meet operational expectations.

• Develop and refine operational tools and techniques for reporting and enforcement.

• Investigate and resolve escalated employer issues; ensure proper documentation and resolution.

• Respond to complex inquiries from employers and representatives with accurate, policy-aligned information.

• Review casework for accuracy and compliance with applicable laws and policies.

• Offer technical assistance to support effective administration of federal and state programs.

• Collaborate across teams to ensure employer support is integrated into project planning.

Qualifications

Option 1: Seven (7) years of equivalent education/experience.

Option 2: One year as an ES Benefits Specialist 3.

Option 3: One year of experience equivalent to the ES Benefits Specialist 3 with another state that administers insurance benefits programs or collects reports and payments from businesses.

Option 4: Associate’s degree in in business administration, accounting, public administration, law, or related field AND five (5) years of the required experience below.

Option 5: Bachelor’s degree in business administration, accounting, public administration, law, or related field AND three (3) year of the required experience below.

Option 6: Master’s degree in business administration, accounting, public administration, law, or related field AND two (2) year of the required experience below.

** All options must include: One (1) year of supervisory experience

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 using available data to monitor workload and ensure quality outcomes.

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

• Process Improvement Leadership: skill in leading and collaborating on process improvement initiatives.

• Leadership & Operational Excellence Competences:

Demonstrated commitment to the Vision, Mission, and Purpose of the Employment Security Department.

Ability to model a customer-centric approach in all duties.

Flexibility and adaptability in applying evolving policies, processes, technologies, and tools.

Calm and optimistic demeanor under pressure; effective stress management.

Dependable with regular, predictable attendance and timely, accurate task completion.

Skilled in guiding teams through challenges and conflict resolution.

Knowledge of coaching and mentoring techniques.

Experience delivering and managing state and/or federal programs.

Familiarity with applying laws, rules, policies, and procedures to services and programs.

Supervising teams with consistent application of policies and performance expectations.

Ability to foster accountability and support team development.

• Contact Center Leadership:

Navigating and training others in the use of telephony systems, automation tools, and web-based platforms.

Implementing planning, scheduling, reporting, monitoring, and training programs.

Applying Lean concepts and quality assurance practices to improve service delivery.

• Quality and Data Management:

Knowledge of continuous business improvement cycles.

Strong analytical and research skills to assess data, evaluate options, and make informed decisions.

Ability to interpret and apply state laws, agency policies, and directives to complex issues.

Attention to detail in tracking and processing requests; regulatory knowledge to ensure compliance.

Problem-solving and decision-making skills for resolving disputes and approving requests.

• Technology:

Ability to learn, understand, and effectively use technologies required for business needs, including:

Telephony systems

Customer response software platforms

PC applications for document creation and data tracking

Web based document storage software

• Communications:

Excellent written and oral communication tailored to diverse audiences, including:

Conflict de-escalation, working with individuals with communication challenges, and professional interactions with internal and external stakeholders

Strong writing skills to present complex information clearly and effectively.

• Must be able to pass Unemployment Insurance (UI) & Paid Family and Medical Leave (PFML) claim and fraud check.

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.

NOTE: ONLY COMPLETED APPLICATIONS WILL BE CONSIDERED.

Supplemental Information

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 contact Jeanette Nelson, 564-200-2475 or the Talent Acquisition Team, or Washington Relay Service 711. If you are having technical difficulties creating, accessing, or completing your application, please contact careershelp@des.wa.gov or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711.