DSHS DDA Customer Service Specialist 2

DSHS DDA Customer Service Specialist 2

Salary

$3,738.00 - $4,980.00 Monthly

Location

Spokane County - Spokane, WA

Job Type

Full Time - Permanent

Job Number

2026-06373

Department

Dept. of Social and Health Services

Division

DDA

Opening Date

08/06/2026

Closing Date

8/16/2026 11:59 PM Pacific

Salary Information

The high end of the salary range, Step M is typically a longevity step

• Description
• Benefits

Description

DSHS DDA Customer Service Specialist 2

As a member of the Customer Service Team, this position provides senior customer service support to the four offices located in Region 1 North. The official workstation is in the Spokane DDA Office, however as directed, this position will assist in covering four offices in Region 1 North. Responsible to ensure the office is opened Monday through Friday at 8:00am and closed at 5:00pm each day. This position will report directly to the Office Manager in Spokane DDA office. Incumbent works independently to assist clients, internal and external customers in identifying agency processes and procedures, resolving complex complaints, inquiries and customer service problems from clients, employees, community partners, general public, State and Federal Agencies.

• Resolve client complaints, inquiries, and customer service issues
• Interpret agency-related laws, policies and procedures and advise on proper procedures to access agency services
• Provide the day-to-day function of reception
• Carry out a variety of complex projects and assignments including establishing and revising electronic or manual record keeping systems (including data base files)
• Draft correspondence and compile reports
• Provide technical assistance and support to Case Resource Managers (CRMs in creating assessment packets, appointment letters, and compiling, recording and mailing 60 day packets.

Some of what you will be doing:

• Act as a liaison between potential clients and agency assisting with applying for agency services, advising those seeking services of proper procedures involved in applying for agency services.
• Ensure client files transferred in and out of the region are processed properly and positive working relationships are maintained with other regions.
• Greet visitors to the office and refer to appropriate, staff, meeting room or office.
• Coordinate building and office meeting room space, maintain calendars and post for the region.
• Guide potential clients or individuals seeking services of proper procedures involved in applying for agency services.
• Respond to voice mail and email messages as soon as possible as per established policy. Collaborate with program staff to implement problem resolutions and communicate results to the client/customer.
• Make referrals to appropriate agencies, services or department.
• Ensure positive working relationships are maintained with other regions, agencies and organizations.
• Maintain confidentiality of restricted information. Comply with HIPPA policies.
• Use digital and manual record and data management systems e.g. CARE, TRACKS, Barcode Client registry, ADSA SharePoint Site, Outlook and other data management systems to enter, compile, look-up, track and/or report information, etc.
• Review computer generated reports for accuracy and completeness.
• Calculate data from information provided and prepare summaries, organizational charts, workflow charts and graphs, etc.
• Compare data from various sources to identify trends, differences, similarities, etc.
• Provide intake and eligibility packets.
• Enter and process birth - 3 eligibility applications
• Answers multiple phone lines system, directing callers to appropriate staff in courteous and professional manner.
• Provide the public, clients, providers and customers with explanation on forms, pamphlets and other materials.
• Provide oversight and back-up for incoming/outgoing/internal/external mail deliveries and fax processing.
• File documents in case files, purge, retrieve, and request files as directed.
• Archive office files in accordance with retention schedule policy.
• Provide oversight and backup for filing client records.
• Locating, purging, transferring and archiving client and contract files to include Public Disclosure, legal hold, and "Never Destroy" files.
• Yearly review and clean-up of NPS files.
• Represent the DDA and participate in community and agency meetings as required, demonstrating cooperative, professional communication skills.
• Actively and effectively contribute to the customer service team building processes.
• Liaise with Supervisors to induct new CRM's.
• Coordinate CRM/client appointments, notifications, calendars, and rescheduling as necessary.
• Request interpreters as needed.

Who we are looking for:

• Oversee daily maintenance of office equipment.
• Liaise with Supervisors to identify rotating Point Person for established and transitioning services (birth to three, NPS, ETC)
• Ability to effectively communicate with management, peers, clients, and the public as required to carry out the assigned duties of the position
• Ability to resolve customer service related complaints
• Ability to advise clients and the general public of proper procedures to access agency services
• Ability to assist clients in completing required forms
• Must be proficient at using the computer and Microsoft Office applications
• Ability to safeguard sensitive and confidential information and documents, maintain confidentiality regarding client information
• Ability to work collaboratively in a multi-disciplinary team setting
• Ability to demonstrate sensitivity to cultural diversity
• Ability to identify issues of a serious or sensitive nature that need to be reported to supervisor chain of command
• Ability to be flexible, adapt to change and respect differences in opinion and values
• Ability to multi-task in a fast paced environment, handle multiple urgent issues at the same time. Prioritize as needed, and keep key agency personnel notified as to client issues, environment issues, and personnel issues
• Ability to receive instructions, assimilate the information and act according to those instructions
• Willingness to support and have some interaction with people with intellectual disabilities

Who should apply?

Professionals with the following:

High school diploma or equivalent;

AND

Two years of experience providing assistance to clients/customers regarding inquiries, complaints or problems;

OR

One year of experience as a Customer Service Specialist 1;

OR

Equivalent education/experience.

Interested? Fill out an application and attach the following:

• Resume
• Cover Letter/Letter of Interest
• Three current professional references

The Department of Social and Health Services' (DSHS) vision that people find human services to shape their own lives requires that we come together with a sense of belonging, common purpose, shared values, and meaningful work. It is crucial to our agency's vision that you bring a fairness, access, and social justice commitment to your work with DSHS. We strive to support all Washingtonians, including Black, Indigenous, and People of Color, people with physical, behavioral health, and intellectual disabilities, elders, LGBTQIA+ individuals, immigrants and refugees, and families building financial security.

Questions? Please contact peter.bonato@dshs.wa.gov and reference job number 06373.

Supplemental Information

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 drivers license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.

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.

Relationship and Reporting Structure (Nepotism) Disclosure: If you are selected for hire, you must disclose whether you have a relative, household member, close friend, or romantic partner within your potential supervisory chain of command. DSHS has a Relationships and the Reporting Structure policy that prohibits nepotism and can be reviewed here. Applicants whose appointment would result in a prohibited reporting relationship are not eligible for appointment to that position.

E-Verify is a registered trademark of the U.S. Department of Homeland Security.

More than Just a Paycheck!

Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. Thats why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:

The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits

Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation

State Employees are members of the Washington Public Employees Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security

All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness

If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays

Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave

Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)

Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave

Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave

Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave

Leave Sharing

Parental Leave

Family and Medical Leave Act (FMLA)

Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026

Employer State of Washington

Address View Job Posting for Agency Information

View Job Posting for Location, Washington, 98504

Website http://www.careers.wa.gov