A statewide, modernized approach is urgently needed to safeguard the health and well-being of vulnerable people in Washington’s care and to help evolve the customer experience. The Grievance Resolution Specialist manages the statewide grievance system, ensuring that individuals receiving services have a predicable and positive experience when providing feedback and ensuring integrity through thorough quality-assurance reviews. In this role, you serve as the primary point of contact for receiving, triaging, and following up on grievances, complaints, and constituent referrals in alignment with policy. You’ll also play a key supporting role in incident management, stepping in to provide backup and continuity when needed. After the first six months, we’ll be looking for clear, reliable data insights and emerging trends as this brand-new system—launching July 1—takes shape. This role offers a rare chance to build and influence services for Washingtonians from the ground up. As the first grievance system of its kind in the state, it will evolve quickly, and success will require someone who can adapt, pivot, and grow alongside it. Comfort with change—and the occasional change fatigue—is essential in this pioneering environment. The Home and Community Living Administration (HCLA) under the Department of Social and Health Services (DSHS) is responsible for Washington state's system of long-term services and supports serving people with disabilities and older adults, including home and community-based services, protections from abuse, neglect and exploitation, regulatory oversight of licensed and certified settings and case management services. The new Strategic Grievance and Incidents Operations Office sits within the Home and Community Services (HCS) Office of the Director, and the Grievance Resolution Specialist reports directly to the Senior Access Administrator. Some of What You Will Do: Manage the statewide grievance management system including:Receive, review, and respond to complaints, grievances, and constituent referrals. Utilize the electronic grievance system to conduct intake, triage, document, track timelines, identify trends, and support quality improvement activities, ensuring data integrity and compliance with federal and state regulations. Process grievances according to directions outlined in standard operating procedures (SOP) within LTC Manual. Follow up on cases according to SOP including contacting reporters (clients, families, advocacy agencies, community partners, etc.). Utilize systems and data to look up information as needed such as the CARE system. Communicate with regional and headquarters staff as needed for resolution activities. Work with field staff to increase compliance. Identify and explain grievance trends and patterns and provide feedback and training as needed. Conduct ongoing quality assurance of grievances reported and work with field staff and providers when issues are identified. What We're Looking for:One year of experience as a Social and Health Program Consultant 3 or equivalent; OR - Two years of experience as a Social and Health Program Consultant 2 or equivalent; ORA master's degree in social work, health or social science, public administration or a related field; AND four years of professional experience in planning, administering, developing, or delivering social, financial, health, or chemical dependency treatment services programs; ORA bachelor’s degree in social work, health or social science, public administration or a related field; AND five years of professional experience in planning, administering, developing, or delivering social, financial, health or chemical dependency treatment services programs; ORA combination of professional/practical experience of 9 or 10 years in planning, administering, developing, or delivering social, financial, health, or chemical dependency treatment services programs, including interpreting and implementing RC - Ws and WA - Cs. Some Preferred Skills/ Experience:Experience reviewing, investigating, or triaging incidents or complaints. Experience analyzing large data sources using tools such as Excel or SQL. Knowledgeable about services and supports for individuals with disabilities and the elderly. Understand general principles of quality assurance and quality improvement, utilizing such principles in performing job duties in a variety of settings. Two years of professional experience involving data collection and analysis. Use complex data systems to acquire necessary information. Questions? Please contact Kathy Simmons at Kathy Simmons or Anu Rao at Anu Rao and reference job number 03053. 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 a fairness, access, and social justice commitment to your work with DSHS. We strive to support all Washingtonians, 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.