DSHS HCLA WA Cares Fund Benefits and Customer Care Intake Program Manager

Salary : $93,249.00 - $112,435.00 Annually
Location : Thurston County - Olympia, WA
Job Type: Full Time - Permanent
Job Number:
Department: Dept. of Social and Health Services
Division: HCLA
Opening Date: 10/23/2026
Closing Date: 11/8/2026 11:59 PM Pacific

Description
Picture yourself partnering with team members in their daily work by delivering solutions that enable the effectiveness of systems as the Benefits and Customer Care Intake Program Manager. Working within the Home and Community Living Administration (HCLA), you will report to the Deputy Administrator. This position is responsible for providing management, direction, accountability, and policy and procedure clarifications to the intake staff, ensuring the delivery of high-quality customer service, efficient workforce management, and achievement of performance metrics. Collaborate closely with the Washington Management Service (WMS) team to support statewide operations including goal setting, budget development, and procedure development to new policy.

In this role, you'll manage the intake process to ensure beneficiaries receive timely and appropriate access to services.

The Program Manager represents WA Cares Fund in strategic planning and interagency collaboration, defining business requirements, advocating for system enhancements, and ensuring technology solutions align with program and operational priorities.

Some of what you'll be doing:

• Implement statewide WA Cares Fund Intake policies and procedures.
• Monitor, evaluate, and assess the operations for the intake units.
• Put work plans into action for maximizing operational efficiencies.
• Identify program and service gaps and develop the plans necessary to address changes.
• Contribute to setting the scope for statewide policy updates and changes.
• Ensure culturally sensitive practices are followed during beneficiary interactions.
• Participate in staffing and training management.
• Represent the program by engaging with internal and external stakeholders as a subject matter expert.
• Responds to legislative, and constituent, concerns, inquiries, and complaints.

We are looking for a creative, flexible, and collaborative individual with stellar communication and problem-solving skills. Our ideal applicant enjoys working with internal and external customers, ensures compliance and is meticulous about details.

If this is your area of expertise and interest, we invite you to apply today! Come partner with us in doing this meaningful and critical work.

Required Qualifications

• A bachelor's degree, in public administration, health, social services, or related field, and five years of professional supervision experience in planning, administering, developing, or delivering social and health services programs.
• Equivalent experience may substitute year-for-year for required education.

Preferred experience

• The ability to work independently and appropriately escalates issues, risks, and situations that require management attention and/or decisions.
• The ability to lead workgroups to identify and analyze solutions to issues and develop risk mitigation strategies.
• Ability to use research, data, and analysis to create reports and formulate and inform decision making.
• Experience and/or knowledge conducting long-term care assessments.
• Knowledge of principles and practices of long-term care insurance programs.
• The ability to communicate complex information between the business and technology team in ways that can be understood based on their knowledge level.
• Excellent organizational skills including the ability to coordinate multiple work products and meet critical deadlines.
• Experience managing system development and implementation projects within the Washington State environment and working with DSHS Enterprise Technology, WATech, and other state agencies

To Apply:

• Current chronological resume.
• A Cover letter explaining why you are interested in the job along with the skills, and experience that make you the best person for the job.

If you have questions, contact Chris at and reference 08545 as the subject.

Supplemental Information
Prior to a new hire, a background check including criminal record history may be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the job. This announcement may be used to fill multiple vacancies. Employees driving on state business must have a valid driver's license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.

More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in , an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave
Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave
Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave
Leave Sharing

Family and Medical Leave Act (FMLA)
Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026