DSHS ESA South Sound CSCC Administrator

We are seeking a confident, collaborative, and culturally humble leader with strong management experience to support the Community Services Division, (CSD) within Economic Services Administration (ESA). As a leader joining in this unified goal, you will use innovative problem-solving and cultivate a team with a diversity of identity, thought, and lived experience. This is an exciting opportunity for a meaningful career where you have the ability to stretch and grow, stay busy, enjoy the challenges of the work you do by making a difference in people's lives.

As a Statewide Customer Service Contact Center (CSCC) Administrator for the South Sound Team, you will directly report to the appointing authority, and you’ll ensure the delivery of services of approximately $5.6 billion dollars of critical public assistance programs that adheres to agency policies, federal regulations, and state law funded are issued legally, accurately, and timely in the assigned service area.

You will be responsible for the South Sound Team and will have the oversight of programmatic supervision and as a partner team to 6 other CSCC call center teams. You will be working with diverse internal and external partners, the public, legislature, customers, and stakeholders. You will strengthen our relationships in the communities we serve using innovative ways, working with an agency that holds the values of equity, diversity, and inclusion.

This position allows you to work remotely but is a hybrid role. There will be times when you'll need to be physically present in the Tacoma office (Centennial II).

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

Required education, knowledge, and experience

• 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 working collaboratively 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.

Preferred / Desired Education, Experience, and

Competencies:

• Understanding of the DSHS Mission, Values, and Strategic plan.
• Knowledge of the legislative and rule‑making process. 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, as well as virtual supervision of staff and managers.

Please attach the following to your application:

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