JOB
The Department of Community and Human Services values diverse perspectives and life experiences. The Department encourages people of all backgrounds to apply, including Black, Indigenous, and People of Color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with lived experiences. King County's Department of Community and Human Services (DCHS) provides equitable opportunities for people to be healthy, happy, and connected to community. The Adult Services Division (ASD) of DCHS works in partnership with communities to develop, support, and provide human services programs focused on achieving results in housing stability, financial stability, healthy living, and social engagement for veterans, servicemembers, and their families; older adults and their caregivers; and other populations who experience vulnerability. The division’s work also includes efforts to strengthen connections within and improve access to the human services systemThe Resource Access Center Manager, Project/Program Manager III, is a key leader within the ASD Resource Access Team (RAT), which is charged with developing and maintaining a unified systems approach to the ASD portfolio of resources. This position will develop and implement customer service and resource navigation strategies for a public-facing team, as well as supervise and train its staff. The Resource Access Center Manager is also responsible for handling escalated customer situations and ensuring a culture of continuous improvement and overall customer satisfaction. Work requires independent judgment and a high level of accountability for meeting deadlines to ensure timeliness of service delivery. The Resource Access Center Manager reports directly to the Resource Access Administrator. WHO MAY APPLY: This position is open to all qualified candidates who meet the minimum qualifications. Interviews for this selection process will take place on or around 7/15/2024. APPLICATION PROCESS If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process, or have questions, please contact the recruiter listed on this job announcement. The following items are required to be considered for this vacancy: NeoGov Job Application (The responses on your job application should be thorough and complete and will be used in the screening process)Supplemental Questions (The responses to the supplemental questions should be thorough and complete and will be used in the screening process)Your application may be rejected as incomplete if you do not include the relevant information in the application. Cover letters and/or resumes are not accepted in lieu of a completed application. Applications and/or Supplemental Questionnaires that state "see my resume" or "see my personnel file" are considered incomplete and will not be accepted. WORK SCHEDULE/CONDITIONS: This position is exempt from the provisions of the Fair Labor Standards Act and is not eligible for overtime. Typical hours are Monday through Friday, 8 am—5 pm. MISSION CRITICAL POSITION STATUS: This position has been designated Non-Mission Critical. Unless otherwise directed by the County Executive, department director, or agency head, all employees, regardless of designation, are expected to report to work or request leave during an emergency or inclement weather. For more detailed information, please visit HR Policy County Operations During Emergency Situations and the King County Guidelines for Workforce Management in an Emergency. RECRUITER: Greg Mallory, grmallory@kingcounty.gov
EXAMPLE OF DUTIES
In conjunction with the Resource Access Administrator, develop and implement customer service and resource navigation strategies for ASD’s public facing service team.Supervise, direct the work of, and evaluate Resource Access Agents and Resource Navigators.Live monitor staff calls, chats, and other customer interactions to ensure quality of service and opportunities for coaching.Conduct and/or participate in the investigation of, response to, and resolution of customer conflicts, complaints, and inquiries. Respond personally to the most complex customer complaints and problems and in situations where issues have escalated.Compose responses to internal and external customers to address issues that may be of a confidential or sensitive nature.In conjunction with the Resource Access Administrator, work with the Performance Measurement & Evaluations team to conduct evaluations and develop strategies to gauge service efficacy.Create and manage schedules for the Resource Access Center team. As needed, perform all duties of a Resource Access Agent to ensure adequate staffing to meet service demands. In conjunction with other leaders, develop and conduct trainings for team members.Provide day-to-day direction and technical assistance to staff to ensure consistency of service and compliance with established policies and procedures.Present information and respond to requests for information regarding ASD customer service and resource navigation policies, practices, and performance to key parties, including Department Leadership, the County Executive, and the County Council. Write, prepare, and submit reports and information as needed. Engage in continuous process improvement around center policies, practices, and performance. Monitor the effectiveness of procedures and processes; recommend and draft changes or new procedures; coordinate implementation. Evaluate and determine system changes or enhancements needed.Encourage a knowledge-sharing culture across the organization.Perform other related duties as assigned.
SUPPLEMENTAL INFORMATION
Forbes named King County as one of Washington State's best employers.Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles - we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ , people living with disabilities, and veterans.King County is an Equal Employment Opportunity (EEO) EmployerNo person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.To ApplyIf you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.