Job Details

This position is open to ESD internal employees only

The ideal candidate for this Claims Center Secure Access Washington (SAW) Enabled Agency Program (SAW-SEAP) Supervisor position is a collaborative, adaptable, and motivated leader who is passionate about developing employees, strengthening operational performance, and delivering excellent customer service. They will be a proven leader with high level of emotional intelligence, strong interpersonal skills, and the ability to lead people through change. They will take a coaching approach to supporting and motivating their team, understand the importance of setting expectations and being accountable, value collaboration and feedback, be a self-directed learner, and will have proven problem-solving skills.

As a Claims Center SAW-SEAP Supervisor within the Unemployment Insurance program, you will play a vital role in supporting employees, overseeing daily operations, and ensuring Washington workers receive timely, accurate, and responsive services. You will collaborate with Claims Center leadership to address operational challenges, strengthen team performance, and support continuous improvement.

We utilize a variety different programs in our daily work therefore being technologically skilled and strong computer skills, to include utilizing web-based programs and Microsoft Office software products is needed. We are looking for candidates who exemplify the agency values of access, love, belonging, equity, and stewardship, have a proven track record for providing excellent customer service (internal and external) in a claims center environment, and have a high level of experience interacting with people who are from a wide variety of backgrounds, ethnicities, and beliefs.

Some of your duties may include:

Staff Supervision and Development: Lead, coach, mentor, and evaluate employees while establishing clear performance expectations, managing workloads, addressing personnel matters, and fostering a supportive and accountable team environment.

Program Operations and Quality Assurance: Monitor performance, evaluate operational data and quality assurance findings, and implement process improvements to ensure accurate, timely, and effective service delivery.

Complex Claims and Issue Resolution: Provide technical guidance on unemployment insurance laws, policies, and procedures while supporting staff in resolving complex claims, addressing escalated customer concerns, and ensuring appropriate resolution of issues.

Training and Special Projects: Support employee learning and development, participate in training and program initiatives, and complete special projects that strengthen operational effectiveness and continuous improvement.

Qualifications:

Option 1:

• Seven (7) years of equivalent education/experience.

Option 2:

• One (1) year as an ES Benefits Specialist 3.

Option 3:

• One (1) year of experience equivalent to the ES Benefits Specialist 3 with another state that administers insurance benefits programs.

Option 4:

• Associate's degree in a health or social science, public administration or a related field and · Five (5) years of the required experience below.

Option 5:

• Bachelor's Degree in a health or social science, public administration or a related field and
• Three (3) year of the required experience below.

Option 6:

• Master's Degree in a health or social science, public administration or a related field and
• Two (2) year of the required experience below.

AND

One year of supervisory experience.

Required equity competencies:

• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.

The required experience includes:

• Team Supervision & HR Management: Proficiency in supervising staff and managing HR processes.
• Personnel Issue Resolution: Ability to resolve personnel issues.
• Staff Guidance & Monitoring: Ability to lead and evaluate staff performance.
• Decision Review & Staff Advising: Ability to review decisions and advise staff.
• Advanced Problem-Solving & Advising: Skill in addressing complex issues and providing guidance.
• Workload & Quality Monitoring: Ability to monitor workload and ensure quality.
• Adaptability & Versatility: Ability to perform various tasks as needed.

Preferred/Desired Qualifications:

• Technical Assistance & Training: Skill in providing advanced technical support and training.

Special Requirements/Conditions of Employment:

• Must be able to pass an Unemployment Insurance (UI) and Paid Family Medical and Leave (PFML) claim and fraud check.

Why work with us?

Our agency's mission and values drive every decision that we make, determine how we interact with others, and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship. We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self.

Opportunity for All

We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.

The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.

**This Organization Participates in E-Verify**