DSHS ESA Public Benefits Specialist 4
Washington State Department of Social and Health Services, White Center, WA, United States
Public Benefits Specialist 4 – Lead Worker
The Economic Services Administration's (ESA) Community Service Division (CSD) is seeking a Public Benefits Specialist 4 to serve as a lead worker located at our White Center location in Seattle, for the Customer Service Contact Center - Central Sound team. Each month, the center receives a high volume of calls from people asking about food, medical, and cash assistance. The person in this role serves as a lead worker, guiding and supporting a team of Public Benefits Specialists to make sure customers receive accurate help. You’ll support colleagues, strengthen service delivery, and help ensure Washington families receive timely and accurate benefits.
Benefits
Flexible/hybrid schedule based on business needs.
King County employees receive a 5% premium pay in addition to the advertised salary.
Eligible for a free ORCA card for transportation use.
Responsibilities
Assign work to Public Benefits Specialists and support the office’s daily workflow to ensure timely processing of cash, medical, and food benefits.
Conduct audits and case reviews, identify error trends, and recommend training or process adjustments.
Provide real‑time coaching, policy interpretation, and technical guidance to staff at all experience levels.
Assist with complex eligibility determinations, including resolving case discrepancies, overpayments, and benefit corrections.
Assess urgent needs and connect customers to community resources and other programs.
Investigate and resolve customer complaints, escalations, and case errors by analyzing information and collaborating with internal and external partners.
Conduct interviews, determine eligibility for services, and handle complex financial, medical, and food assistance cases with precision.
Support staff in using our software applications, such as ACES, ACES Online, Barcode, e‑JAS, ICMS, Washington Health Plan Finder, and Washington Connections.
Serve in a stand‑in capacity when the supervisor is away, participating in discussions, offering case consultation, and supporting daily operations.
Participate in outreach, cultural competency efforts, and community‑based activities that strengthen service access and awareness.
Qualifications
Minimum of twelve months experience as a Public Benefits Specialist 3.
OR a bachelor’s degree (or higher) and twelve months experience as a Public Benefits Specialist 2 determining eligibility for public assistance or long‑term care services.
Five years of combined higher education and/or equivalent experience may substitute for degree and Public Benefits Specialist work experience. Total must include at least one year equivalent work experience. Examples of equivalent experience include:
Providing eligibility for services or direct customer service serving historically marginalized communities.
Experience examining or processing loan applications.
Medical insurance or rehabilitation claims.
Unemployment insurance claims.
Providing staff support in financial eligibility determination, or in a job analyzing, verifying, and evaluating financial data and information.
Satisfactory completion of the agency’s Public Benefits Specialist Training Program.
Out‑of‑state experience conducting financial eligibility determination for public assistance, including financial, medical and food benefit programs, will be considered toward experience.
Skills and Abilities
Eligibility expertise: Thorough understanding of financial, medical, and food assistance programs, including the ability to interpret Washington Administrative Code and procedural guidance.
Coaching and support: Ability to guide others through casework, policy application, and system navigation in a constructive, approachable way.
Analytical thinking: Skill in reviewing complex information, conducting case audits, identifying errors, and recommending accurate corrective actions.
Clear communication: Strong written and verbal communication skills for working with colleagues, clients, and community partners, including those with limited English proficiency.
Conflict resolution: Ability to de‑escalate tense interactions and support fair, client‑centered resolutions.
Technical proficiency: Comfort using multiple software applications and systems and reviewing data to ensure accuracy while meeting performance expectations.
Adaptability and steadiness: Ability to work effectively in a fast‑paced environment, prioritize shifting needs, and maintain composure under pressure.
Commitment to service: A professional approach grounded in respect, courtesy, responsiveness, and alignment with the department’s mission and values.
Equal Opportunity Statement
Washington State Department of Social and Health Services is an equal opportunity employer and does not discriminate in any area of employment, its programs or services on the basis of age, sex, sexual orientation, gender, gender identity/expression, marital status, race, creed, color, national origin, religion or beliefs, political affiliation, military status, honorably discharged veteran, Vietnam Era, recently separated or other protected veteran status, the presence of any sensory, mental, physical disability or the use of a trained dog guide or service animal by a person with a disability, equal pay or genetic information. Persons requiring accommodation in the application process or this job announcement in an alternative format may contact the Recruiter at (360) 725-5810. Applicants who are deaf or hard of hearing may call through Washington Relay Service by dialing 7‑1‑1 or 1‑800‑833‑6384.
E‑Verify® is a registered trademark of the U.S. Department of Homeland Security.
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The Economic Services Administration's (ESA) Community Service Division (CSD) is seeking a Public Benefits Specialist 4 to serve as a lead worker located at our White Center location in Seattle, for the Customer Service Contact Center - Central Sound team. Each month, the center receives a high volume of calls from people asking about food, medical, and cash assistance. The person in this role serves as a lead worker, guiding and supporting a team of Public Benefits Specialists to make sure customers receive accurate help. You’ll support colleagues, strengthen service delivery, and help ensure Washington families receive timely and accurate benefits.
Benefits
Flexible/hybrid schedule based on business needs.
King County employees receive a 5% premium pay in addition to the advertised salary.
Eligible for a free ORCA card for transportation use.
Responsibilities
Assign work to Public Benefits Specialists and support the office’s daily workflow to ensure timely processing of cash, medical, and food benefits.
Conduct audits and case reviews, identify error trends, and recommend training or process adjustments.
Provide real‑time coaching, policy interpretation, and technical guidance to staff at all experience levels.
Assist with complex eligibility determinations, including resolving case discrepancies, overpayments, and benefit corrections.
Assess urgent needs and connect customers to community resources and other programs.
Investigate and resolve customer complaints, escalations, and case errors by analyzing information and collaborating with internal and external partners.
Conduct interviews, determine eligibility for services, and handle complex financial, medical, and food assistance cases with precision.
Support staff in using our software applications, such as ACES, ACES Online, Barcode, e‑JAS, ICMS, Washington Health Plan Finder, and Washington Connections.
Serve in a stand‑in capacity when the supervisor is away, participating in discussions, offering case consultation, and supporting daily operations.
Participate in outreach, cultural competency efforts, and community‑based activities that strengthen service access and awareness.
Qualifications
Minimum of twelve months experience as a Public Benefits Specialist 3.
OR a bachelor’s degree (or higher) and twelve months experience as a Public Benefits Specialist 2 determining eligibility for public assistance or long‑term care services.
Five years of combined higher education and/or equivalent experience may substitute for degree and Public Benefits Specialist work experience. Total must include at least one year equivalent work experience. Examples of equivalent experience include:
Providing eligibility for services or direct customer service serving historically marginalized communities.
Experience examining or processing loan applications.
Medical insurance or rehabilitation claims.
Unemployment insurance claims.
Providing staff support in financial eligibility determination, or in a job analyzing, verifying, and evaluating financial data and information.
Satisfactory completion of the agency’s Public Benefits Specialist Training Program.
Out‑of‑state experience conducting financial eligibility determination for public assistance, including financial, medical and food benefit programs, will be considered toward experience.
Skills and Abilities
Eligibility expertise: Thorough understanding of financial, medical, and food assistance programs, including the ability to interpret Washington Administrative Code and procedural guidance.
Coaching and support: Ability to guide others through casework, policy application, and system navigation in a constructive, approachable way.
Analytical thinking: Skill in reviewing complex information, conducting case audits, identifying errors, and recommending accurate corrective actions.
Clear communication: Strong written and verbal communication skills for working with colleagues, clients, and community partners, including those with limited English proficiency.
Conflict resolution: Ability to de‑escalate tense interactions and support fair, client‑centered resolutions.
Technical proficiency: Comfort using multiple software applications and systems and reviewing data to ensure accuracy while meeting performance expectations.
Adaptability and steadiness: Ability to work effectively in a fast‑paced environment, prioritize shifting needs, and maintain composure under pressure.
Commitment to service: A professional approach grounded in respect, courtesy, responsiveness, and alignment with the department’s mission and values.
Equal Opportunity Statement
Washington State Department of Social and Health Services is an equal opportunity employer and does not discriminate in any area of employment, its programs or services on the basis of age, sex, sexual orientation, gender, gender identity/expression, marital status, race, creed, color, national origin, religion or beliefs, political affiliation, military status, honorably discharged veteran, Vietnam Era, recently separated or other protected veteran status, the presence of any sensory, mental, physical disability or the use of a trained dog guide or service animal by a person with a disability, equal pay or genetic information. Persons requiring accommodation in the application process or this job announcement in an alternative format may contact the Recruiter at (360) 725-5810. Applicants who are deaf or hard of hearing may call through Washington Relay Service by dialing 7‑1‑1 or 1‑800‑833‑6384.
E‑Verify® is a registered trademark of the U.S. Department of Homeland Security.
#J-18808-Ljbffr