Resource Access Center Program Manager (PPM III)

Salary

$106,100.80 - $134,492.80 Annually

Location

WA 98188, WA

Job Type

Career Service, Full Time, 40 hrs/week

Job Number

2025SC23572

Department

DCHS - Community & Human Srvcs

Division

Adult Services

Opening Date

02/07/2025

Closing Date

2/22/2025 11:59 PM Pacific

FLSA

Exempt

Bargaining Unit

C23 : PROTEC17-Non-Sups Staff (DCHS)

Full- or Part-Time

Full Time

Hours/Week

40 hours/week

• Description
• Benefits
• Questions
  
  

Summary

The Department of Community and Human Services values diverse perspectives and life experiences. The Department encourages people of all backgrounds to apply, including 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 system.

The Resource Access Center Program Manager, Project/Program Manager III, is a key program manager within the ASD Resource Access Team, 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 lead, coach and train its staff. The Resource Access Center Program 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 Program Manager reports directly to the Resource Access Administrator.

WHO MAY APPLY: This position is open to all qualified candidates that meet the minimum qualifications.

REQUIRED MATERIALS: Candidates who wish to be considered for the position must complete the King County application online and respond to the supplemental questions. Interviews will occur on or around the week of March 10, 2025.

WORK SCHEDULE/CONDITIONS: This position is exempt from the provisions of the Fair Labor Standards Act and not eligible for overtime. Typical hours are Monday - Friday 8am-5pm. This position is represented by PROTEC17. The work location is: 645 Andover Park West, Suite 100, Tukwila, WA.

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.

TELEWORKING REQUIREMENT: The work associated with this position will be performed or conducted through a combination of teleworking and onsite work and meetings. Employees will have access to shared workspaces at various King County facilities. Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.

RECRUITER: Susan.Churchill@kingcounty.gov

Job Duties

• In conjunction with the Resource Access Administrator, develop and implement customer service and resource navigation strategies for the public facing service team.
• Lead, train and coach Resource Access Agents and Resource Navigators.
• Monitor (live) 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.
• Review requests for exceptions to Financial Assistance limits, per guidelines and professional judgement. As the Program Manager, manage a budget for the Resource Access Agents and Resource Navigators
• In conjunction with the Resource Access Administrator, work with the Performance, Measurement and Evaluation 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.
  
  

Experience, Qualifications, Knowledge, Skills

• Deep knowledge of equity and social justice principles and practices, and understanding of the effects of place, race, policy and system-based inequities on marginalized communities.
• Three years (minimum) of professional experience in a lead capacity in the areas of customer service, social services or student services.
• Bachelor's Degree in Social Work, Public Administration, Business, or related field and/or equivalent education and experience.
• Excellent organizational and communication skills, and ability to distill complex data in a clear and accessible way.
• Demonstrated experience balancing multiple priorities at once, including de-escalation skills.
• Technical expertise and the ability to serve as subject matter expert in customer relations/customer service.
• Demonstrated leadership in working with the public, community partners and internal departments and divisions to implement shared policy goals and/or objectives.
• Ability to multitask and work in stressful situations involving changing deadlines and expectations.
• Strong leadership and program management skills, including experience overseeing a budget.
• Demonstrated understanding of program compliance with contract policies, procedures, program requirements, and government regulations.
• Demonstrated experience in gathering, maintaining, analyzing data and developing formal written reports for professional and community audiences.
• Demonstrated ability to develop and maintain collaborative partnerships with stakeholders.
• Intermediate proficiency (minimum) in Microsoft Word for Windows, Excel, and Outlook.
• Valid Washington State Driver's License or the ability to travel throughout the county in a timely manner.
• Ability to pass a Washington State Patrol background check on a post offer - pre hire basis.
  
  

Preferred Qualifications

• Experience in a call-center, service center, or remote customer service setting.
• HIGHLY PREFERRED: Bilingual English/Spanish spoken and written fluency.
  
  

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) Employer

No 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 Apply

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 if you have questions please contact the recruiter listed on this job announcement. on this job announcement.

Benefits

King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being. Eligible positions receive the following benefits and have access to the following programs:

• Excellent medical, dental, and vision coverage options: King County provides eligible employees with options, so they can decide what’s best for themselves and their eligible dependents
• Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents
• Retirement: eligible King County employees may participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan
• Transportation program and ORCA transit pass
• 12 paid holidays each year plus two personal holidays
• Generous vacation and paid sick leave
• Paid parental, family and medical, and volunteer leaves
• Flexible Spending Account
• Wellness programs
• Onsite activity centers
• Employee Giving Program
• Employee assistance programs
• Flexible schedules and telecommuting options, depending on position
• Training and career development programs
  
  

For additional information about employee benefits, visit our Benefits, Payroll, and Retirement Page.

This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy. If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails.

NOTE: Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position. Short Term Temporary positions are not eligible for an ORCA transit pass.

For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.

01

Are you applying to this position as an eligible current or previous King County Employee Priority Placement Program Participant? AND Is this position the same or lower percentage of full-time when compared to the position held at the point of the notification of layoff? AND Do you possess the skills and abilities to qualify for this position?

• Yes, I was given a layoff notice from my Career Service role at King County and I am within two years of the effective date of my layoff. Additionally, the position I was laid off from was the same or a higher percentage of FT status when compared to this one.
• No.
  
  

02

If you answered yes to the question above and you are applying for this position as a Priority Placement Participant, to be considered, you must provide the following three pieces of information in the space provided: 1. The title you held when you received your layoff notice from your Career Service position. 2. The department you worked in 3. The effective date of your layoff

03

Do you speak a language fluently other than English?

• Yes
• No
  
  

04

Fluency in Spanish or one of King County’s 9 most spoken second languages is highly desired for this position: a. Which of the following languages do you speak, Spanish, Chinese, Somali, Ukrainian, Arabic, Russian, Amharic, Vietnamese, Dari or Punjabi? b. What is your level of fluency in this language. If you do not speak one of the languages above in addition to English, list N/A.

05

Do you have a minimum of three years of experience supervising human services professionals?

• Yes
• No
  
  

06

Experience leading, training and coaching human services professionals is a requirement of this position. Please describe your relevant experience, including dates and organization names. If you answered No to the questions above, list N/A.

07

King County has transformed its work on equity and social justice from an initiative to an integrated effort that applies the principle of "fair and just" intentionally in all the county does in order to achieve equitable opportunities for all people and communities. What is the most important equity or social justice issue to you and why?

Required Question

Employer King County

Address King Street Center

201 South Jackson Street

Seattle, Washington, 98104

Phone 206-477-3404

Website http://www.kingcounty.gov/