DSHS ESA South Sound CSCC Administrator

DSHS ESA South Sound CSCC Administrator

Washington State Department of Social and Health Services seeks a confident, collaborative, and culturally humble leader with strong management experience to support the Community Services Division (CSD) within Economic Services Administration (ESA).

In this role, you will serve as the Statewide Customer Service Contact Center (CSCC) Administrator for the South Sound Team, directly reporting to the appointing authority. You will ensure delivery of services worth approximately $5.6 billion in critical public assistance programs, adhering to agency policies, federal regulations, and state law. The position requires oversight of the South Sound Team and partnership with six other CSCC call center teams.

The role is hybrid, with remote work allowed but periodic presence required in the Tacoma office (Centennial II).

• Plan, lead, prioritize, organize and direct the activities and performance of the CSCC South Sound Phone Team staff.
• Manage delivery of public assistance programs and be accountable for program results.
• Provide leadership and oversight for new initiatives, creating major changes in operations and service delivery methods that enhance CSD’s ability to serve the public while ensuring fiscal integrity.
• Effectively communicate with the public, staff, agency hierarchy, legislature, the media, and throughout the organization to assure effective program delivery.
• Exercise fiscal management authority for budget development and expenditures, including staffing or FTEs and direct client benefit expenditures.

• Bachelor’s degree from an accredited university in social work, health or social science, public administration, or a related field AND at least 5 years of managerial experience in the service delivery field, either in program or line management.
• Equivalent experience may substitute year‑for‑year for the required education.
• Experience working within a political environment and a history of collaborating with a broad spectrum of stakeholders, including state and local elected officials, other state agencies, local governments, tribal leaders, community‑based organizations, and advocacy groups.
• Working knowledge of union‑management basic agreements, laws, rules, and regulations governing public welfare, affirmative action, and equal opportunity.

• Understanding of the DSHS Mission, Values, and Strategic Plan.
• Knowledge of the legislative and rule‑making process, and ability to interpret statutes, rules, regulations, and statewide operational policies.
• Knowledge of project management principles and practices, including experience developing and managing a project plan.
• Knowledge of federal, state, and department regulations governing statewide public assistance services and operations.
• Knowledge of management principles, strategic planning, budget development, and fiscal accountability.
• Knowledge of collective bargaining principles and contracts for represented staff and teammates.
• Knowledge of call center technology and phone management, and virtual supervision of staff and managers.

• A current resume that includes dates of employment.
• A letter of interest.
• Three professional references with current contact information.

Questions? Please email grant.grady.gov and reference 00143.

Prior to a new hire, a background check including criminal record history may be conducted. Information from the background check will be considered in determining the applicant’s suitability and competence to perform in the job.

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.

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