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 and that your priority is making sure 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.
Internal Number: DOH6951
This CASCADES Support Call Agent (HSC 1) position performs essential tasks that support the organization’s mission by providing professional technical consultation and training for state and local staff and retailers to provide WIC nutrition services to low-income families and assuring federal and state WIC requirements are met. Essential tasks include providing technical consultation, software training and system administration functions for the Cascades application. The CASCADES Support position interacts with internal and external Cascades users by answering phones and responding to emails. This HSC 1 will interact with various HTS staff as well as external vendors who support our WIC applications.
The Department of Health (DOH) mission is to work with others to protect and improve the health of all people in Washington State. The Office of Nutrition Services (ONS) plays a key role by creating opportunities for people to make healthy choices for their families. The ONS works with local partners to support families to choose healthy foods, breastfeed, access health foods and be active. The ONS and our local partners use the Cascades system for data collection, participating eligibility assessment and benefit issuance.
The incumbent may be located anywhere within the State of Washington. Telework (mobile work) is currently expected. When approved, the incumbent will work with their supervisor to identify an appropriate work schedule and balance including telework and reporting to the Tumwater, WA duty station for work activities as needed. It is anticipated that the incumbent would be expected to report to the Tumwater duty station for work activities 1 day monthly.
About the Department of Health The vision of the Washington State Department of Health (DOH) is equity and optimal health for all. Our mission is to work with others to protect and improve the health of all people in Washington state. Learn more about the DOH Transformational Plan.
Our Values Good organizations know what they do and how they do it. Great organizations also understand why they do it. Our values are:
Human-centered: We see others as people who matter like we do and take into account their needs, challenges, contributions, and objectives.
Equity: We are committed to fairness and justice to ensure access to services, programs, opportunities, and information for all.
Collaboration: We seek partnership and collaboration to maximize our collective impact. We cannot achieve our vision alone.
Seven Generations: Inspired by Native American culture, we seek wisdom from those who came before us to ensure our current work protects those who will come after us.
Excellence: We strive to demonstrate best practices, high performance, and compelling value in our work every day.
The Washington State Department of Health acknowledges that our locations statewide are on the homelands of Native people, who have lived in this region from time immemorial. Currently, within the boundaries of Washington State, there are 36 tribes, 29 of which are federally recognized, that share traditional homelands and waterways in what is now Washington State. Some of these are nations and confederacies that represent multiple tribes or bands. We express our most profound respect for and gratitude toward these original and current caretakers of the region. As a public health agency, we acknowledge our responsibility to establish and maintain relationships with these tribes and Native peoples, in support of tribal sovereignty and the inclusion of their voices in public health programs and policies. We pledge that these relationships will consist of mutual trust, respect, and reciprocity.
Benefits of Working for DOH Washington is America's Top State, according to U.S. News (2021), and provides one of the most competitive benefits packages in the nation.
We also offer:
Ahealthy life/work balance by offering flexible schedules and telework options for many positions.
Growth and development opportunities.
A wellness program that offers education, access to healthy food, and fitness classes.
Opportunities to serve your community through meaningful work.
A commitment to diversity and inclusion fosters an inclusive environment that encourages all employees to bring their authentic selves to work.
An Infant at Work Program based on the long-term health values of breastfeeding newborns and infant-parent bonding.
Employee resource groups that provide forums for employees to gather and share ideas about matters that affect their personal and professional lives and support career development.
Provide professional consultation and software and system training by phone, email or other technology to WIC participants, local, retail and state level Cascades users as they relate to WIC certification, benefit issuance and nutrition services in local clinics.
Clearly and completely document all incoming calls / emails in the issue management tracking/ticketing system. Using the issue management tracking/ticketing system monitor open “tickets” to ensure progress and closure. Independently take action to close tickets by following up with subject matter experts, system vendors, or through self-directed research.
In collaboration with the ONS Communication and Training team, identify potential training needs and develop training curriculum and process work arounds.
Develop key messages and articles for routine Cascades related communications.
What we're looking for Our ideal candidate has a driving passion for the work, brings humility to their job and interactions, and understands how their actions affect others. They see the needs and objectives of others and take them into account while achieving their objectives, and they adapt their approach and expectations accordingly. Our ideal candidate demonstrates resilience to model outward behaviors including seeing people like ourselves whose goals, objectives, needs, and challenges matter.
equired Qualifications Option 1: Two (2) years’ experience providing direct WIC services at a local clinic. OR Option 2: Experience using the WIC Cascades application, demonstrated experience providing software consultation, training and customer service to users with a broad range of computer skills and technology knowledge and experience with software application user acceptance testing.
Option 3: Five (5) years’ experience providing technical customer support services by phone.
Our programs and services help prevent illness and injury, promote healthy places to live and work, provide information to help people make good health decisions and ensure our state is prepared for emergencies. To accomplish all of these, we collaborate with many partners every day.
We help ensure a safer and healthier Washington by:
Working to improve health through disease and injury prevention, immunization, and newborn screening
Providing health and safety information, education and training so people can make healthy choices
Promoting a health and wellness system where we live, learn, work, play and worship
Addressing environmental health hazards associated with drinking water, food, air quality and pesticide exposure
Protecting you and your family by licensing healthcare professionals, investigating disease outbreaks and preparing for emergencies