DSHS HCLA Beneficiary Experience Manager- WA Cares

Benefits Description Are you passionate about making a difference in social and health services? Come join the WA Cares Fund team within the Home and Community Living Administration to help develop the first-in-the-nation social insurance program and be part of the latest example of why Washington State is a national leader in long-term care for all working Washingtonians.

The WA Cares Fund is seeking a strategic and collaborative Beneficiary Experience Manager to lead the development and implementation of statewide policies and procedures that shape the beneficiary intake and referral experience. This role will evaluate the full application and intake journey, identifying key intervention points where policies, procedures, or staff guidance can improve outcomes for beneficiaries both during and after their use of WA Cares services. Acting as a critical liaison between the WA Cares policy and technology teams, as well as external partners like ESD and HCA. You’ll ensure a seamless, coordinated experience and continuity of support for all beneficiaries.

This position offers flexible hybrid remote work. However, occasional travel may be required based on business needs. The official duty station is in Lacey, WA.

Some of what you will be doing:

* Evaluate the WA Cares application and intake process to identify opportunities for improved policies, procedures, and staff guidance that enhance the beneficiary experience.

* Draft, implement, and maintain clear, consistent statewide policies and procedures related to intake, referrals, benefit navigation, and continuity of services.

* Serve as a key liaison between WA Cares policy and technology teams, as well as partner entities (ESD and HCA), to ensure a seamless intake experience and system alignment.

* Lead and facilitate cross-agency workgroups to align goals, troubleshoot issues, and ensure shared ownership of WA Cares policies and outcomes.

* Coordinate with DSHS, ESD, HCA, and the Area Agencies on Aging (AAA) to ensure unified practices in beneficiary intake, options counseling, and transitions.

* Provide expert consultation to internal teams, including Business Program Managers and Analysts, to guide the intersection of policy, procedure, and proprietary technology systems.

* Support teams that work directly with the AAA/ADRC network to ensure field staff are informed, trained, and equipped to deliver consistent, beneficiary-centered services.

* Monitor compliance with applicable laws and regulations, and contribute to audit responses, quality improvement plans, and culturally responsive service delivery practices.

Required Qualifications A master’s degree in liberal arts, one of the social sciences, or other related field. And * 3 years of experience in program management and policy development for social services, long-term care, healthcare programs, or state government programs. At least one of the three years must demonstrate professional experience writing policy and procedure documents, interpretation of rules and regulation, or writing technical manuals. Or * A bachelor’s degree in liberal arts, one of the social sciences, or other related field. And * 5 years of experience in program management and policy development for social services, long-term care, healthcare programs, or state government programs. At least two of the five years must demonstrate professional experience writing policy and procedure documents, interpretation of rules and regulation, or writing technical manuals. Or * 9 years of practical/professional experience in program management and policy development for social services, long-term care, healthcare programs, or state government programs. At least four of the nine years must demonstrate professional experience writing policy and procedure documents, interpretation of rules and regulation, or writing technical manuals.

This position must also have the following skills:

* Strong critical thinking and communication skills, able to explain complex ideas clearly, write policies and reports, and speak/present effectively with different audiences.

* Skilled at building positive working relationships with coworkers, leadership, and partners to support teamwork and successful projects.

* Highly organized, able to manage multiple tasks independently, meet deadlines, and know when to raise important issues to leadership.

* Preferred knowledge, skills, and abilities:

* Bachelor’s degree in a writing-focused field (e.g., English, journalism, law, social sciences).

* Experience working independently on executive-level projects and assessing the impact of policy or legislative changes.

* Understanding of long-term services and supports, including Aging and Disability Resource Centers and Community Living Connections.

Job is classified as Washington Management Services 2 (WMS2).

Join us in shaping the future of long-term care and making a difference in the lives of Washingtonians.

Interested?

Please apply with

* Current chronological resume

* A cover letter explaining why you are interested in the job, skills, and experience that make you the best person for the job

For questions

contact reema.goyal@dshs.wa.gov

reference job number 06056 or call (360) 725-5810.

The Department of Social and Health Services’ (DSHS) vision that people find human services to shape their own 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 vision 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.

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.

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

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 WAC 357-31-165 (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 WAC 357-31-165 (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 WAC 357-58-175, 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 Parental Leave Family and Medical Leave Act (FMLA) Leave Without Pay Please visit the State HR Website for more detailed information regarding benefits.

Updated 07-21-2025

Employer State of Washington Address View Job Posting for Agency Information View Job Posting for Location, Washington, 98504 Website http://www.careers.wa.gov Apply Please verify your email address Verify Email State of Washington Job Opportunities Account Privacy Policy Terms Of Use Your Privacy Choices Accessibility Statement Copyright 2025 Do not sell my personal information × For California residents, and to the extent NEOGOV sells your personal information as the term “sell” is defined under the California Consumer Privacy Act, you have the right to opt-out of the sale of your personal information by us to third parties at any time. This setting only applies to registered account holders that have opted-in for an Access Membership. If you wish to opt-out click follow these steps: Log into your Job Seeker Profile Click your name in the upper right-hand corner Select Account Settings Select the Preferences section Click the Edit button next to Access Membership Switch Toggle to off Click Save If you do not have a registered account this setting does not apply, however, you can review your right on our privacy policy . If you require further assistance, please email privacy@neogov.com × Accessibility Statement At Governmentjobs.com, Inc. d/b/a NEOGOV, we recognize the importance of making our products and services accessible to all individuals, including those with disabilities, and are continually working to improve the experience for all users. Commitment to Accessibility We are committed to following best practices, including the Web Content Accessibility Guidelines (WCAG) 2.1, Level AA, to the extent feasible, however, we do not warrant compliance with these standards or any other accessibility standards. We are continually enhancing our platforms to ensure greater accessibility, and we actively seek out opportunities to improve accessibility features. Ongoing Enhancements Accessibility is an ongoing effort, and we are regularly updating our technology, services, and content to address accessibility barriers. Our team is dedicated to identifying areas for improvement and making enhancements that allow all users, regardless of their abilities, to fully engage with our services. Feedback and Assistance We value feedback from our users. If you encounter any accessibility barriers while using our services or have suggestions on how we can improve, please reach out to us at accessibility@neogov.com. We will make every effort to resolve any concerns and consider alternative options where possible. Thank you for choosing NEOGOV. We remain dedicated to improving accessibility and creating an inclusive experience for all. Work that Matters State of Washington Job Opportunities Menu Close Menu Work that Matters careers.wa.gov - Home Forgot Password Help Get Job Alerts Quick Tips Accessibility Reasonable Accommodation Veterans' Information Learn About State Agencies Find Jobs at Colleges and Universities State of Washington Job Opportunities Help & Support SOCIAL LinkedIn Youtube Facebook ; Cancel Clear SIGN Save

• Evaluate the WA Cares application and intake process to identify opportunities for improved policies, procedures, and staff guidance that enhance the beneficiary experience.
• Draft, implement, and maintain clear, consistent statewide policies and procedures related to intake, referrals, benefit navigation, and continuity of services.
• Serve as a key liaison between WA Cares policy and technology teams, as well as partner entities (ESD and HCA), to ensure a seamless intake experience and system alignment.
• Lead and facilitate cross-agency workgroups to align goals, troubleshoot issues, and ensure shared ownership of WA Cares policies and outcomes.
• Coordinate with DSHS, ESD, HCA, and the Area Agencies on Aging (AAA) to ensure unified practices in beneficiary intake, options counseling, and transitions.
• Provide expert consultation to internal teams, including Business Program Managers and Analysts, to guide the intersection of policy, procedure, and proprietary technology systems.
• Support teams that work directly with the AAA/ADRC network to ensure field staff are informed, trained, and equipped to deliver consistent, beneficiary-centered services.
• Monitor compliance with applicable laws and regulations, and contribute to audit responses, quality improvement plans, and culturally responsive service delivery practices.

• Master's degree in liberal arts, one of the social sciences, or other related field.
• 3 years of experience in program management and policy development for social services, long-term care, healthcare programs, or state government programs.
• A bachelor’s degree in liberal arts, one of the social sciences, or other related field.
• 5 years of experience in program management and policy development for social services, long-term care, healthcare programs, or state government programs.
• 9 years of practical/professional experience in program management and policy development for social services, long-term care, healthcare programs, or state government programs.

• Medical, dental, and basic life insurance
• Flexible spending account for healthcare expenses
• Basic life and long-term disability insurance
• Dependent care assistance
• Auto, boat, home, and renter insurance
• Employee Assistance Program
• Retirement and Deferred Compensation
• Social Security and Medicare
• Public Service Loan Forgiveness
• Paid holidays and one paid personal holiday per calendar year
• Sick leave
• Vacation (Annual Leave)
• Military Leave
• Bereavement Leave
• Additional Leave