Intake Specialist

Intake Specialist

Salary

$23.95 - $33.52 Hourly

Location

Thurston County - Olympia, WA

Job Type

Full Time - Permanent

Job Number

2026-08038

Department

Office of the Governor

Division

Office of the Corrections Ombuds

Opening Date

09/29/2026

Closing Date

10/13/2026 11:59 PM Pacific

• Description
• Benefits
• Questions

Description

Please note: The starting salary offer will be determined based on the successful candidate's qualifications within the budgeted pay range of $23.95 - $33.52 hourly. However, there is the potential for longevity, growth, and salary progression for the individual once employed.

This role is an in-office position with the possibility of going to a hybrid schedule after 1 year

Why work for the Office of the Governor?

At the Office of the Corrections Ombuds (OCO), we are driven by a powerful mission: to create a more humane, transparent, and equitable Washington Corrections system. As an independent and impartial agency established by the Legislature, we are committed to advocating for incarcerated individuals, resolving conflicts, and fostering systemic improvements within the Department of Corrections (DOC). Our vision is to empower those impacted by incarceration to raise their concerns, reduce harm, and influence positive change across the system.

Our work is rooted in the belief that everyone deserves to be treated with dignity and respect. We provide crucial information to incarcerated individuals and their families, raising awareness about their rights and responsibilities, and ensuring that our services are equitable and inclusive. Diversity and lived experience are at the heart of our mission as we work to build a corrections system that serves everyone fairly.

The Job Opportunity:

Join the Office of Corrections Ombuds (OCO) and make a real impact for incarcerated individuals across Washington State. As part of our intake team, you'll be the first point of contact for concerns about health, safety, welfare, and rights, ensuring every voice is heard and urgent issues get quick attention.

You'll handle and analyze complaints from our hotline, mail, email, and online system, identify public records requests, elevate critical situations, and support our investigative staff. You'll also draft clear, professional communications for internal and external audiences.

In this role, you'll regularly speak with incarcerated individuals, use strong communication and trauma-informed approaches, assist people in crisis, and provide self-advocacy information to them and their families.

What you'll work on:

Complaint Intake and OCO Hotline

• Receive concerns, complaints, and requests from incarcerated individuals and their loved ones through the OCO hotline, mail, internal email, online submissions, and facility visits.
• Processes and determines the next course of action to best support the individual and address the concern.
• Performs hotline duties primarily on-site and works regularly scheduled hotline shifts as required to ensure consistent coverage.
• Provides intake support for investigators by receiving and assessing concerns, complaints, and requests, gathering relevant information, and determining next steps appropriate for investigations or other responses.
• Engages with individuals incarcerated in DOC facilities who contact the OCO hotline, obtains and clarifies information as needed, and provides appropriate technical assistance.
• Follows established procedures to accurately document complaint information and demographic information provided by individuals incarcerated in DOC facilities.
• Enters and updates complaint information, case notes, and supporting documentation in the OCO Case Management System (CMS).
• Reviews information for completeness and accuracy and takes appropriate action to ensure cases are properly documented and assigned.
• Ensures timely assignment of new complaints to "Triage."

Mail and Document Processing

• Performs mail intake and document processing primarily on-site to support timely receipt, processing, scanning, and filing of incoming correspondence.
• Provides intake support for investigators by reviewing and assessing written concerns, complaints and requests, reading relevant information and determining next steps appropriate for investigations or other responses.
• Processes incoming mail by date-stamping, reviewing, scanning, and digitally storing documents in accordance with established procedures.
• Creates new cases and updates existing cases based on information received through mail and other sources.
• Uploads supporting documentation to the appropriate CMS case and ensures records are properly associated with the case.
• Reviews DOC records and other available information to verify addresses and facilitate accurate delivery of OCO correspondence.
• Processes Closed Case Reviews and maintains related records in CMS and OCO SharePoint.

Investigative and Administrative Support

• Provides administrative and casework support to OCO investigative staff.
• Handles "intake investigations" by identifying relevant self-advocacy information and providing closing letters with useful information for the incarcerated individual.
• Prepares, processes, and sends acknowledgement and closing correspondence using established procedures.
• Monitors and processes documents remotely printed by OCO staff to ensure timely distribution.
• Supports case intake and documentation during facility visits.
• Performs other administrative and case management activities as assigned to support OCO operations.

Confidentiality and Records Management

• Handles sensitive and confidential information in accordance with applicable laws, policies, and OCO procedures, including RCW 43.06C.060.
• Uses appropriate discretion when communicating with individuals incarcerated in DOC facilities and when accessing, documenting, storing, and sharing confidential records.
• Maintains accurate, organized, and secure case records throughout the intake and case management process.
• Creates and processes public records requests in GovQA in accordance with established procedures.

What we need you to bring:

Experience in providing administrative support, customer service, case management, or similar intake services, including receiving, documenting, and processing information from the public.

• Proficiency in conducting intake by telephone, written correspondence, email, or other communication methods; gathering and clarifying information; and determining appropriate next steps within established procedures.
• Proficiency in accurately entering, reviewing, organizing, and maintaining case information and supporting documentation in a case management system or similar database.
• Proficiency in communicating calmly, respectfully, and effectively with individuals experiencing distress, frustration, crisis, or other challenging circumstances, including using appropriate de-escalation techniques.
• Ability to recognize sensitive, urgent, or potentially significant concerns and take appropriate action, including escalating matters in accordance with established procedures.
• Ability to maintain confidentiality and appropriately handle sensitive, personal, protected, and case-related information in accordance with applicable laws, policies, and procedures.
• Proficiency in using common office software and technology, including Microsoft 365, SharePoint, Excel, Adobe Acrobat, and standard office equipment such as scanners and printers.
• Proficiency in organizing and prioritizing multiple assignments and time-sensitive tasks while maintaining accuracy and meeting established deadlines.
• Ability to communicate respectfully and effectively with individuals from diverse backgrounds, experiences, and perspectives, including individuals who are incarcerated and others involved in the correctional system.
• Demonstrated commitment to treating all people with dignity and respect and contributing to an equitable, inclusive, and respectful workplace and community.
• Commitment to actively participating in the ongoing evaluation and improvement of practices and strategies that promote equity and inclusion within the organization.
• Demonstrated communication skills, including the ability to effectively and respectfully dialogue with people who are incarcerated, stakeholders, Department of Corrections staff and leadership, as well as diverse groups of people in a variety of other professional settings and situations.
• The ability to learn and grow: Curious about themselves and others, who take responsibility for knowing their own strengths and weaknesses, and who use their learning to make government programs and processes more efficient and effective to serve all in Washington.
• The ability to meet the needs of others: Flexible, adaptable, customer-service focused, and willing and able to empathetically respond to the unique needs of the people we work with and serve.

Desired Qualifications:

• Knowledge of the Washington State Department of Corrections and correctional system, including the experiences and circumstances that may affect individuals who are incarcerated. Academic, professional, and lived experience may be considered, with a combination of these experiences preferred.
• Experience in providing telephone-based customer service or intake support in a high-volume environment, particularly when working with individuals experiencing distress, crisis, or other challenging circumstances.
• Proficiency in using Microsoft Excel to organize, review, and analyze information and maintain complex spreadsheets.
• Proficiency in creating and processing mail merges and other routine correspondence or document-processing functions.
• Commitment to public service and a demonstrated interest in serving the needs of the community.

Supplemental Information

At OCO, we foster a culture of integrity, innovation, inclusion, and belonging. We value both learned and lived experiences, believing that diversity makes us stronger. To support your health and well-being, we offer a variety of benefit programs for our employees.

Please visit our Recruitment site for a full list of employee benefits. Here's a glance at some of the unique benefits that ORIA offers:

• A culture that values and strives to advance diversity, equity, inclusion, and belonging
• Medical, Dental, Vision, and Life Insurance
• 12 paid holidays, 14 paid vacation days (minimum), and 12 days of sick leave per year
• State retirement programs

Application Process: Once you've decided to apply for a state government job, you'll complete an online application to showcase your qualifications. Keep in mind that once you submit the application, a real person will read it. We do not use AI or other technology to screen your application. Please ensure you provide clear, detailed information about your work history so your qualifications can be accurately assessed. We will contact the top candidates directly to schedule interviews. If you require a reasonable accommodation during the application process, please call 7-1-1 or 1-800-833-6384.

When completing your application, please attach all of the following required documents:

• Cover letter: describing your qualifications for this specific position
• Resume: that details your applicable experience and education.
• References: at least three professional references and their current contact information.

Questions: OFMs Staff ASL interpreter is available to all deaf and hard-of-hearing applicants. For questions about this recruitment or to request a reasonable accommodation in the application or interview process, please email us at TalentAcquisition@ofm.wa.gov.

The Office of Corrections OMBUDS is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, persons with disabilities, persons over 40 years of age, and disabled and Vietnam-era veterans are encouraged to apply.

This position is exempt from civil service rules.

For more information, please seeWAC 357-19-195

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

01

(OFM) The application process requires that you attach a cover letter detailing how you meet the qualifications of this position and a resume. Please check your attachments and click below to indicate you have attached the required documentation.

• Yes, I have attached a cover letter and a resume.
• No, I have not attached a cover letter and a resume.

02

Please select all that apply to your experience:

• Intake support
• Intake and document processing
• Administrative and Casework support
• Handling of sensitive and confidential information
• None of the above

03

(In 150 words or less, and not AI-Generated) Please explain a time when you handled sensitive or confidential information. How did you ensure that the information remained confidential and private?

04

(In 150 words or less, and not AI-Generated) Please explain how you process and determine the next course of action to best support the individual and address the concern you received from a previous intake call.

Required Question

Employer State of Washington

Address View Job Posting for Agency Information

View Job Posting for Location, Washington, 98504

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