DSHS HCLA Field Operations Manager

Field Operations Manager – WA Cares Fund Benefits & Customer Care Unit Make a meaningful impact in long-term care policy by embracing this thrilling opportunity. The WA Cares Fund is the first of its kind in the United States, showcasing why Washington State leads the nation in long-term care initiatives. Created by the WA State Legislature, the WA Cares Fund (WCF) offers affordable long-term care insurance coverage to all working Washingtonians. This is a great opportunity to become one of our team members as the nation’s first long-term services and supports social insurance program. You will help shape how Washingtonians experience this long-term care social insurance program. As part of the Home & Community Living Administration’s (HCLA) WA Cares team, you will guide statewide operations that help people understand and access their earned long-term care benefit. You will support hybrid teams across the Benefits and Customer Care (BCC) workstreams—contact center, centralized intake, operations, and the Imaging Unit—ensuring that staff have clear guidance, steady communication, and the tools they need to deliver consistent service. First Six Months Within your first six months you will get to know the people, workflows, and rhythm of the program. You will become comfortable with the role, take ownership of your work, and build trust with staff and partners. You will begin shaping communication pathways, strengthening operational alignment, and supporting teams as they adapt to new processes in a fast-moving environment. Responsibilities Provide statewide operational coordination for BCC teams, ensuring consistent service delivery across hybrid work environments. Translate policy direction and program updates into clear operational guidance for supervisors and frontline staff. Lead change‑readiness efforts by anticipating staff questions, developing communication tools, and supporting smooth implementation of new initiatives. Coordinate with training, quality assurance, administrative support, and partner agencies to align workflows and service delivery expectations. Supervise the Imaging Unit Supervisor and BCC Office Manager, supporting coaching, performance expectations, and professional development. Guide language access efforts to support equitable access to WA Cares services. Use program data and operational trends to inform decision‑making, identify improvement opportunities, and support process refinement. Maintain feedback systems that help staff share insights, surface barriers, and strengthen engagement. Benefits and Working Conditions This Washington Management Services 2 (WMS2) role offers hybrid telework within the south Puget Sound, with regular in‑person work in Lacey and Olympia and occasional travel elsewhere. More information about work expectations will be provided during the interview process. Qualifications Experience supporting service‑delivery operations, preferably in large‑scale or contact‑center environments, along with demonstrated skill in guiding teams, coordinating across workstreams, and supporting staff in hybrid or remote settings, totaling nine years, is expected. Comfortable working independently, elevating issues early, and helping teams navigate change is essential. Skills You Bring Knowledge of organizational change management principles. Ability to use research, data, and evaluation to inform decisions, resolve issues, and support policy development. Experience coordinating with broad community and agency groups to gather input and work cooperatively. Advanced oral and written communication skills. Ability to manage multiple projects and meet administrative deadlines. Knowledge of long‑term services and supports, including principles of long‑term care insurance programs. Experience leading large‑scale contact‑center operations and supporting hybrid or remote teams with accountability and engagement. Experience interpreting statutes and regulations and shaping operational procedures, with familiarity in aging‑network systems, Medicaid‑related programs, or HCLA systems. Contact Questions? Please contact the Recruiter Jenny at bastrjl@dshs.wa.gov or 360-725-5810 and reference #05469. Learn more about DSHS. 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. 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. E-Verify is a registered trademark of the U.S. Department of Homeland Security. #J-18808-Ljbffr