DSHS HCLA Intake Specialist

WA Cares Fund Benefits and Customer Care Specialist

Make a meaningful impact in long-term care policy by embracing this thrilling opportunity. The WA Cares Fund is the first of its kind in the United States, showcasing why Washington State leads the nation in long-term care initiatives. Created by the WA State Legislature, the WA Cares Fund (WCF)offers affordable long-term care insurance coverage to all working Washingtonians. This is a rare opportunity to become one of the founding team members as we introduce the nation’s first long-term services and supports social insurance program.

WA Cares, within DSHS’s Home & Community Living Administration (HCLA) is hiring key team members to assist as we move toward the full implementation of the WA Cares program. Beginning in May 2026, Intake Specialists will assist qualified applicants and their authorized representatives with access to their earned benefits. Your experience, knowledge, and skills make a difference.

The Intake Specialist, also called a Program Specialist 3, functions under general supervision in the intake unit, serving an assigned region. These
positions are responsible for the intake process and assessment scheduling for WA Cares Fund. Intake and referral services are provided over the phone, online, and may conduct in-person services. It fulfills the department’s duties under RCW 50B.04.060 to determine eligibility for WA Cares Fund by screening an individual for a long-term care assessment to ensure that a qualified individual requires assistance with activities of daily living, which is anticipated to last 90 days or longer.

The work schedule is Monday- Friday: 8am-5pm. Flex schedules are currently not available for these positions (per WA Cares leadership). Hybrid work is mostly from home with occasional in person training and meetings. Positions are assigned to DSHS regions. Qualified candidates will be placed in positions based on the region that aligns with their home address.

Some of what you will be doing

• Intake is the process of gathering necessary information from an applicant to prepare for, determine the type of, and schedule their Care Needs Assessment. Some of what an Intake Specialist will do includes:
  • Contact the applicant via phone at their preferred day/time.
  • Talk through intake questionnaire with applicant including questions about their living situation and language access needs.
  • Schedule the care needs assessment and language assistance if needed, or schedule via Zoom if applicable.
  • Set expectations for care needs assessment
• Refer individual to alternative community supports if individual chooses to not pursue their WA Cares Fund assessment, including other state or federal programs.
• Document relevant safety issues that the assessor must be aware of prior to making an in-person visit.
• Ensure timely and accurate data input into all applicable WA Cares Fund systems for accurate case records according to manual and other instructional requirements.

Who should apply

• Professionals with a bachelor’s degree and 2 years of experience including planning, policy analysis, coordination and consultation with a variety of public and private agencies, organizations, or levels of government.

• Or, 6 years of professional/practical experience in planning, policy analysis, coordination and consultation with a variety of public and private agencies, organizations, or levels of government.

Employees will be expected to successfully complete the formal training course within one year of their appointment.

Preferred knowledge, skills, and abilities:

• Skilled in providing excellent and accurate customer service over the phone
• Enjoys multitasking while working in a fast-paced customer center environment
• Proficient with Microsoft tools, internet searches and data entry
• Familiar with long-term care RCW and WAC regulations a plus!

DSHS partners with people to access support, care, and resources.

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The hiring supervisor may review application materials and make a hiring decision at any point after the first 7 days of the advertising process. Applications will be reviewed on an on-going basis. It is in your best interest to apply as soon as possible.

Have questions? Please reach out to Alex Baclaan by email at Alex.Baclaan@dshs.wa.gov. or phone (360) 725-5810 and reference 01489.

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 an equity, anti-racism, and social justice commitment to your work with DSHS. We strive to create greater access and affirming representation of the communities we serve, 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.

Salary

• $58,584 - $78,912/year

Other 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 driver's 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.

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

Benefits

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. That's 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