[Hiring] Benefit Specialist 4 - Leave and Care Employer Support Supervisor @State of Washington

Role Description

This position is open to current internal ESD employees only. This position will be eligible for teleworking full-time but may have to come into the Olympia office infrequently due to business needs.

The ideal candidate will possess a proven track record of leading and mentoring teams with a dynamic and inclusive approach. They will exhibit exceptional communication skills and a natural flair for fostering strong interpersonal relationships. The ability to maintain composure in high-pressure situations, manage workplace stress with grace, and maintain a positive outlook in the face of obstacles is paramount. This individual will demonstrate robust competency in strategic planning, efficient scheduling, and meticulous reporting.

As an Employer Support Supervisor (ESBS4), you will provide leadership to the Leave and Care Employer Support Team within the Employer Services Unit of the Insurance Services Division. The team plays a vital role in supporting employers, employer agents, and elective coverage customers in meeting their legal obligations under the Paid Family and Medical Leave and WA Cares programs. Through this support, the Employer Support Supervisor directly contributes to safeguarding public resources and maintaining the integrity of the PFML and WA Cares trust funds, ensuring these programs remain sustainably funded and able to deliver essential benefits to Washingtonians.

Duties

• Supervise unit activities including task assignment, deadline setting, and performance monitoring.
• Manage personnel functions including recruitment, onboarding, leave/time approvals, and disciplinary actions.
• Adjust workloads and phone schedules as necessary to meet service goals and agency priorities.
• Deliver on-the-job training and foster a learning culture that encourages innovation and continuous improvement.
• Provide policy and procedure guidance to staff to ensure accurate delivery of PFML and WA Cares services.
• Conduct regular performance evaluations and provide coaching, mentoring, and feedback to support staff development.
• Promote diversity, equity, and inclusion within the team and agency.
• Ensure resources and tools are available to meet operational expectations.
• Develop and refine operational tools and techniques for reporting and enforcement.
• Investigate and resolve escalated employer issues; ensure proper documentation and resolution.
• Respond to complex inquiries from employers and representatives with accurate, policy-aligned information.
• Review casework for accuracy and compliance with applicable laws and policies.
• Offer technical assistance to support effective administration of federal and state programs.
• Collaborate across teams to ensure employer support is integrated into project planning.

Qualifications

• One (1) year of supervisory experience.
• Option 1: Seven (7) years of equivalent education/experience.
• Option 2: One (1) year as an ES Benefits Specialist 3.
• Option 3: One (1) year of experience equivalent to the ES Benefits Specialist 3 with another state that administers insurance benefits programs.
• Option 4: Associate's degree in health, social science, public administration, business administration, accounting, law, or a related field AND five (5) years of the required experience below.
• Option 5: Bachelor’s Degree in a health, social science, public administration, business administration, accounting, law, or a related field AND three (3) years of the required experience below.
• Option 6: Master’s Degree in a health, social science, public administration, business administration, accounting, law, or a related field AND two (2) years of the required experience below.

Requirements

• Proficiency in supervising staff and managing HR processes.
• Proficiency in working with management and HR to resolve issues.
• Ability to lead and evaluate staff performance.
• Skill in addressing complex issues and providing guidance.
• Ability to review decisions and advise staff.
• Ability using available data to monitor workload and ensure quality outcomes.
• Ability to perform various tasks as needed.
• Skill in leading and collaborating on process improvement initiatives.

Preferred/Desired Qualifications

• Demonstrated commitment to the Vision, Mission, and Purpose of the Employment Security Department.
• Ability to model a customer-centric approach in all duties.
• Flexibility and adaptability in applying evolving policies, processes, technologies, and tools.
• Calm and optimistic demeanor under pressure; effective stress management.
• Dependable with regular, predictable attendance and timely, accurate task completion.
• Skilled in guiding teams through challenges and conflict resolution.
• Knowledge of coaching and mentoring techniques.
• Experience delivering and managing state and/or federal programs.
• Familiarity with applying laws, rules, policies, and procedures to services and programs.
• Supervising teams with consistent application of policies and performance expectations.
• Ability to foster accountability and support team development.
• Navigating and training others in the use of telephony systems, automation tools, and web-based platforms.
• Implementing planning, scheduling, reporting, monitoring, and training programs.
• Applying Lean concepts and quality assurance practices to improve service delivery.
• Knowledge of continuous business improvement cycles.
• Strong analytical and research skills to assess data, evaluate options, and make informed decisions.
• Ability to interpret and apply state laws, agency policies, and directives to complex issues.
• Attention to detail in tracking and processing requests; regulatory knowledge to ensure compliance.
• Problem-solving and decision-making skills for resolving disputes and approving requests.

Special Requirements/Conditions of Employment

• Must be able to pass an Unemployment Insurance (UI) and Paid Family Medical and Leave (PFML) claim and fraud check.

Supplemental Information

Why work with us? Our agency's mission and values drive every decision that we make, determine how we interact with others, and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship. We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self.

Opportunity for All: We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.

The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.

If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Lydia White or the Talent Acquisition Team, prior to the position closing. If you are having technical difficulties creating, accessing, or completing your application, please contact [email protected] or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711.

This recruitment may be used to fill additional agency-wide positions in accordance with Article 4 of the WFSE Collective Bargaining Agreement.

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