L&I Claims Support Services Manager

Our Mission: Keep Washington Safe and Working!

Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability

EXTRA Salary Information:

The Target Pay Range typically considered for this position is $81,912.00-$116,700.00 (Range of Consideration) annually. The Full Pay Range for this WMS Band 2 is $66,936.00-$122,844.00 (Full band range) annually. Compensation decisions are determined using factors such as job-related skills, experience, and education or training.  We will consider your individual qualifications, should we make you an offer of employment.

Job Highlights

Are you a passionate leader who receives satisfaction from making a difference for customers and employees and believes in our mission to "Keep Washington safe and working"? Do you thrive in an environment where you work closely with a team of peers? Do your values line up with our 5 agency goals? 

• Make workplaces safe

• Help injured workers heal and return to work

• Make it easy to do business with L&I

• Help honest workers and businesses by cracking down on the dishonest ones

• Ensure L&I is an employer of choice

The Claims Support Services Manager functions as the Claims Administration personnel advisor and lead personnel investigator. This position is also responsible for the administration and management of the daily operations of the Claims Call Center Support Units. If you are the selected individual for this pivotal role, you will advise the Chief of Claims and mentor leadership in all aspects of human resources management and work in partnership with the Chief Administrative Officer on equity and belonging efforts.

In this valuable role, you will participate in the development, implementation and monitoring of strategic business plans for the Insurance Services division, and use advanced management skills to develop abstract, conceptual ideas for application to business planning.

In this position, you'll make a difference while you:

• Manage implementation of HR initiatives and personnel policies for over 500 Claims Administration employees.

• Collaborate closely with the Office of Human Resources, provide consultation and mentoring to managers and supervisors in Human Resource activities including recruitment and hiring, classification and pay, labor relations, DEI practices, corrective and disciplinary actions, and other associated HR topic areas.

• Coach and mentor managers and supervisors providing them with information, techniques, instruction, feedback and encouragement to maximize their success in managing their employees.

• Act as the Claims Administration lead personnel investigator, which includes conducting personnel investigations into employee misconduct and preparing comprehensive reports, while assisting other supervisors and managers in the investigation process.

• Serve as the liaison between Claims Administration and the Human Resources Office.

• Plan, lead, organize, and control the work performed by the agency's largest call center which acts as an initial point of contact with the program for external clients and service providers as well as providing clerical support to the entire program - including translation services.

• Provide operational analysis on Call Center performance metrics and ensure a high level of timely and quality customer service is consistently provided, recommending policy/procedure changes as deemed appropriate.

• Participate in strategic planning, systems development and performance management to ensure policy objectives are clearly understood and results are measurable and consistent with division and agency mandates.

• Develop and monitor performance indicators and make decisions about data analysis and process improvements to meet customer priorities.

Required:

Bachelor's degree in Business Administration, Public Administration or related field

AND

• Five (5) years of experience independently responding to and resolving inquiries, complaints, and client/customer service issues.

• Two (2) years of experience as a supervisor performing the following tasks: interviewing, hiring, training, assigning, and directing work and evaluating staff or volunteers.

• Two (2) years of experience conducting fact finding interviews, preparing documentation and making recommendations for resolution of HR issues.

• Thorough working knowledge of RCWs, WACs, policies and procedures, and collective bargaining agreements as they pertain to commonly applied personnel actions.

• Ability to efficiently use a personal computer and applicable software to successfully perform the essential job functions of the position.

NOTE: Additional experience may substitute year for year for required education.

Desired:

• Working knowledge of basic HR disciplines (employee relations, labor relations, training and development, performance management, recruitment, etc.)
• Call Center management experience.

Things You Need To Know

To help you maintain a proper work-life balance, teleworking is one of the work schedule options for this position. L&I also offers flexible custom work schedules.

State employees who meet the qualifications will become eligible for a generous retirement package at the end of the employee's career. Click on the "Benefits" tab to learn more.

At L&I, your voice matters. In addition, L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3.3 million workers. Take a look at this brief video and learn more about why L&I is an employer of choice.

For this position, telework is dependent upon business need. The assigned duty station for this position is Tumwater, Washington.

For positions where in-office work is necessary, the frequency of telework will be discussed with the supervisor of the position at the time of offer.

To receive more information on opportunities at L&I sign up for GovDelivery and select L&I job alerts.

Application process

We will contact the top candidates directly to interview for this position. Because we base the selection on information provided by you, it is in your best interest to identify the knowledge, skills, and abilities that address the required and desirable qualifications described in the announcement.

Please include the following documents with your application:

• A cover letter describing specific qualifications.
• A current resume detailing applicable experience and education.
• A list of at least three professional references with current telephone numbers.

Please do not attach or place any medical information (vaccination status included) within the application, resume, or cover letter. If you do, we will have to reject your application to safeguard others from receiving your confidential information. You will have to remove the confidential information before you can apply again.

Background Check Notice:

Prior to a placement in this position, a background check, including criminal history record will be conducted. Information from your background check will not necessarily preclude employment but will be considered in determining your eligibility to perform the requirements of the position.

Other information

• For positions requiring travel, you must have a valid unrestricted driver's license and have insurance if driving a privately owned vehicle on state business.

• Candidates who are offered a job with L&I must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.

• The Department of Labor & Industries complies with the employment eligibility verification requirements of the federal employment eligibility verification form, I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment.

• Please note: L&I may use this announcement to fill multiple permanent and/or non-permanent positions.

• Applicants selected to move forward in the hiring process may be asked to provide work samples or provide a presentation. You will be contacted by email with additional instructions if this is requested.

Did You Know?

Washington is America's Top State to live, play, and work, according to U.S. News (2021). Join the L&I team and enjoy all the Evergreen State has to offer.

In addition to offering a positive balance between life and work, L&I provides one of the most competitive benefits packages in the nation. We also believe your voice matters. We value our employees and their work-life balance by encouraging flexible schedules. L&I is a diverse state agency dedicated to the safety and health and security of Washington's 3 million workers.

Veterans Preference

Applicants wishing to claim Veterans Preference should attach to their application a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs. Please blackout any personally identifiable data such as Social Security numbers. For further information, contact L&I's Jobs@lni.wa.gov.

Diversity, Equity, and Inclusion Employer

L&I employees come from all walks of life. We strive to hire great people from a wide variety of backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

We believe in the importance of recognizing the value each of us contribute to the success of the agency mission. Having a diverse workforce is this agency's greatest resource of strength and knowledge. It is through the combination of talents and abilities that we can pursue finding effective measures to provide the best customer service. We are committed to building a diverse and inclusive workplace for everyone and we strongly mean everyone.

The State of Washington is an equal opportunity employer. Persons with a disability who need accommodation in the application process or testing process, or those needing this announcement in an alternative format, may call 360-902-5700. TTY users should first call 711 to access the Washington Relay Service.

You are welcome to include the name and pronoun(s) you would like to be referred to in your materials and we will honor this as you interact with our award-winning diverse and inclusive organization.

For more Information

If you have any questions regarding this job posting, program, the agency, or to request a copy of the Position Description Form (PDF) please contact Rachael Niles at Jobs@lni.wa.gov.