Experience

Washington State Department of Social and Health Services

• United States
• Government Administration
• 700 & Above Employee

• Public Benefit Specialist Supervisor

  • 2018 - Present

  Washington State Dept. of Social and Health Services 2018- Present Supervise Public Benefit Specialists by analyzing reports, identifying trends and auditing cases on a daily and monthly basis to ensure staff are following State and Federal policies, procedures, Washington Administrative codes (WAC), while also adhering to local administrative polices and Collective Bargain Agreement (CBA) rules. Conduct COACH audits using auditing software through Workforce Optimization (WFO). Provide Quality Monitoring audits through Verint Workforce system to ensure staff are getting support and coaching on areas to improve. Participate in statewide audit and Quality Monitoring calibrations to ensure standardization of auditing and coaching across the State. Create and manage monthly performance reports for the unit, conduct annual performance evaluation reviews. Provide clear and kind feedback on areas of improvement. Recruit, hire and onboard new employees. Facilitate meetings and develop training and local workplace procedures. Show less

• Public Benefit Specialist Lead Worker

  • 2016 - 2018

  Review staff work and conduct audits on all Public Benefit Specialists for accuracy, error trends and training needs. Use crossmatch systems and call out to employers or other state agencies to ensure accurate information was verified and meets auditing standards. Participate in statewide calibration audit meetings to ensure standardized auditing across the State. Track and enter data to share with supervisor and track trends in an employee’s learning needs. Provide on-the-job training and coaching to staff to improve accuracy and errors to meet Federal and State performance metrics. Interpret Washington Administrative Codes (WAC). Establish standardized practices and workflow for staff. Work closely with community partners and agencies. Show less

• Public Benefit Specialist Workfirst Case Manager

  • 2013 - 2016

  Manage a caseload of 80+ people. Run and manage daily reports to ensure high participation rates. Determine financial eligibility for food, cash, and medical programs through State and Federal assistance programs. Ensure participation requirements are being met for families with children on State assistance and help them reach their employment goals. Create reports and enter financial data into our electronic systems: Automated Client Systems, Document Management systems, and Microsoft Scheduler. Worked at an outstation two days a week to meet clients where they are to engage and support them to ensure their needs were being met. Show less

• Public Benefit Specialist

  • 2007 - 2013

  Conducts extensive interviews to determine financial eligibility for food, cash and medical assistance programs administered by the State and Federal government. Interpret and explain Washington State Administrative (WAC) codes, policies, and procedures. Analyze and identify necessary information to determine household eligibility by utilizing crossmatch systems, calling out to other State agencies and employers to verify a client’s situation. Data entry using State and Federal electronic systems to store confidential information. Show less