DSHS ESA Public Benefits Specialist

Overview

Public Benefits Specialist 4 - Lead Worker. The Economic Services Administration's (ESA) Community Service Division (CSD) is seeking a Public Benefits Specialist 4 to serve as a lead worker at the Olympia Community Services Office, in Tumwater, WA. This role supports colleagues, strengthens service delivery, and helps ensure Washington families receive timely and accurate benefits. This position offers a blend of program expertise, case analysis, coaching, and quality review in a work environment grounded in consistency, fairness, and care.

Your work shapes how services are provided each day through clear guidance, thoughtful decision-making, and a commitment to accuracy and accessibility. This role supports DSHS's mission to partner with people to access support, care, and resources.

• Assign work to Public Benefits Specialists and support the office’s daily workflow to ensure timely processing of cash, medical, and food benefits.
• Conduct audits and case reviews, identify error trends, and recommend training or process adjustments.
• Provide real-time coaching, policy interpretation, and technical guidance to staff at all experience levels.
• Assist with complex eligibility determinations, including resolving case discrepancies, over payments, and benefit corrections.
• Investigate and resolve customer complaints, escalations, and case errors by analyzing information and collaborating with internal and external partners.
• Conduct interviews, determine eligibility for services, and handle complex financial, medical, and food assistance cases with precision.
• Support staff in using software applications such as ACES, ACES Online, Barcode, e-JAS, ICMS, Washington Health Plan Finder, and Washington Connections.
• Serve in a stand-in capacity when the supervisor is away, participating in discussions, offering case consultation, and supporting daily operations.
• Participate in outreach, cultural competency efforts, and community-based activities that strengthen service access and awareness.

Who should apply? 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.

• 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 Public Benefits Specialist Training Program.
• Out-of-state experience conducting financial eligibility determination for public assistance, including financial, medical and food benefit programs, will be considered toward experience.

Additional knowledge, skills, and abilities we're looking for:

• Eligibility expertise:
  Thorough understanding of financial, medical, and food assistance programs, including the ability to interpret Washington Administrative Code and procedural guidance.
• Coaching and support:
  Ability to guide others through casework, policy application, and system navigation in a constructive, approachable way.
• Analytical thinking:
  Skill in reviewing complex information, conducting case audits, identifying errors, and recommending accurate corrective actions.
• Clear communication:
  Strong written and verbal communication skills for working with colleagues, clients, and community partners, including those with limited English proficiency.
• Conflict resolution:
  Ability to de-escalate tense interactions and support fair, client-centered resolutions.
• Technical proficiency:
  Comfort using multiple software applications and reviewing data to ensure…