DSHS ESA Public Benefits Specialist

Public Benefits Specialist 4 - Lead Worker for the WASHCAP Central Unit

The Economic Services Administration's (ESA) Community Service Division (CSD) is seeking a Public Benefits Specialist 4 to serve as a lead worker in the WASHCAP Central Unit located out of the Olympia Community Service Office in Tumwater. This unit provides statewide services to individuals receiving Supplemental Security Income (SSI), supporting accurate and timely access to public benefits.

This position serves as a technical resource and quality assurance support for Public Benefits Specialists across the state. The work requires advanced financial eligibility knowledge, strong analytical skills, and the ability to interpret and apply federal and state policy. You will review casework, identify trends, provide coaching, and assist with resolving complex eligibility issues that impact program integrity and customer experience.

This role combines advanced eligibility work with auditing, training, and system-level coordination. Your contributions support consistency, accuracy, and fairness in benefit delivery for some of Washington’s most vulnerable residents.

Please note: In-person coverage for the Olympia office follows a rotating schedule shared by supervisors and leads from the Southwest Call Center and WASHCAP. When assigned, coverage is provided on a weekly basis, Tuesday–Thursday. Based on the rotation, this occurs approximately seven times per year, but is subject to change. When not scheduled for in-office coverage, teleworking from home is currently approved, based on business needs.

• Conduct audits and reviews of Public Benefits Specialist casework, including ongoing reviews for new and established staff.
• Identify error trends through audits and observations and recommend training or process improvements.
• Serve as a technical resource and job coach, providing guidance on policy, procedures, and complex eligibility issues.
• Perform advanced financial eligibility determinations, rule interpretation, and procedural development related to WASHCAP and other CSD programs.
• Resolve complex statewide cases, including discrepancies, corrections, and over payments, with authority to access cases across offices.
• Verify and establish over payments and complete referrals to the Office of Financial Recovery.
• Review cases for potential administrative hearing resolution and support appropriate corrective action.
• Assist individuals with Apple Health applications by entering information into the Health Plan Finder system.
• Monitor workflow and assignments using systems such as ACES, ACES Online, Barcode, 3G, CMS, and Health Plan Finder.
• Collaborate with CSD Headquarters, the Social Security Administration, and federal partners to support WASHCAP operations.
• Support and deliver training for new and existing staff, including on-the-job instruction.
• Investigate and resolve customer complaints and escalations related to case accuracy and service delivery.
• Participate in approved outreach and community-based activities that support access, partnerships, and cultural competence.
• Serve in a stand-in capacity during the supervisor’s absence, supporting daily operations and case consultation.

Professionals with:

• Twelve months of experience as a Public Benefits Specialist 3.
• OR a bachelor’s degree or higher AND twelve months of experience as a Public Benefits Specialist 2 determining eligibility for public assistance or long-term care services.
• OR five years of combined higher education and/or equivalent experience may substitute for degree and PBS work experience requirements. Total must include at least one-year equivalent work experience. Examples of equivalent experience include but are not limited to:
  Providing eligibility for services or direct customer service serving historically marginalized communities; experience examining/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.
• AND satisfactory completion of the agency’s…