DSHS HCLA APS Field Services Administrator

About the role

We are seeking a strong collaborator, team builder, and communicator with supervision and program management experience to support the Adult Protective Services Division within the Home and Community Living Administration at the Washington State Department of Social and Health Services.

As a Field Services Administrator, you will manage, supervise, coordinate, and evaluate staff activities within Regional Field Services Operations. You will lead efforts to address crises, resolve conflicts, and manage complex situations by utilizing regional and statewide resources while providing support to promote client health and safety. You will collaborate with community partners, Tribes, state agencies, internal and external stakeholders, private providers, advocacy groups, and concerned citizens to build partnerships, leverage resources, and develop integrated programs that support regional and statewide goals.

This position covers two APS offices/areas in region 3 south: Vancouver and Kelso APS offices, serving Clark, Cowlitz, Pacific, Wahkiakum, and Skamania Counties. Occasional travel to other region 3 offices and APS headquarters may be required based on business needs.

Responsibilities

• Oversee all regional field operations, including investigative services, customer support, administrative functions, business operations, and personnel management.
• Ensure policies and procedures, as well as new initiatives, are consistently implemented and adhered to across the region.
• Supervise, direct, and support staff and supervisors, establish clear performance expectations, and develop structured work plans.
• Recruit, hire, train, and evaluate staff through consistent monitoring of the quality and quantity of work while maintaining an ongoing dialogue with them.
• Create a supportive environment that allows staff to advance and succeed through coaching and mentoring.
• Evaluate and manage employee performance, prepare performance assessments, and provide coaching, recognition, and corrective action as necessary.
• Oversee regional quality assurance/improvement activities, setting the direction for ongoing compliance, training, and staff development, and collaborating with QA/QI staff on identifying root cause and implementing corrective measures regionwide.
• Build and maintain strong partnerships with community organizations, internal and external stakeholders, tribes, and other state agencies to leverage resources and strengthen collaborative efforts.
• Develop and participate in multi-disciplinary teams to support the work of quality investigations and improved outcomes for the vulnerable population served by APS.
• Provide consultation and resource assistance to the management team, Area Agencies on Aging (AAA), other DSHS divisions/administrations, community partners, stakeholders, law enforcement, Prosecuting Attorneys’, court systems, contracted providers, Attorney General’s office, and tribal government within the region.
• Draft incident reports (IRs) and media alerts in accordance with DSHS and HCLA policies and respond immediately to questions.
• Draft, implement, and ensure compliance with regional and statewide operating procedures.
• Participate in the administrative and other hearing processes and prepare and provide testimony, including depositions.
• Conduct employee fact-finding and program investigations in the direction of the appointing authority, reviewing allegations, interviewing individuals, and drafting reports in consultation with appointing authority.
• Attend local, regional, and statewide meetings, regional work groups, planning meetings, training, workshops, and committees.

Requirements

We are looking for a flexible, reliable, and collaborative leader who enjoys supervising, training, taking initiative, facilitating, and evaluating operational practices with staff. Our ideal applicant has experience managing, motivating, and navigating work teams and explaining rules and policies, and must have strong interpersonal communication skills to effectively achieve desired outcomes. They are ethical, hold self and employees accountable for their assigned duties, and have a strong sense of urgency in all daily work activities while handling several competing priorities, people, tasks, and projects simultaneously.

Qualifications

• A master’s degree in social science, health, public administration, or a related field and four years of professional experience in planning, administering, developing, or delivering social and health service programs; OR
• A bachelor's degree in social science, health, public administration, or a related field and six years of professional experience in managing large complex programs, supervising and managing teams, planning, administering, developing, or delivering social and health services; OR
• Ten years of experience managing and supervising individuals and large teams, responding to high-profile critical situations and developing solutions, developing and fostering community partnerships, developing and carrying out short- and long-term strategic goals, and overseeing, managing, and administering complex programs.

Skills

• Effectively lead, direct, and manage staff, including mid-level supervisors, in a diverse and highly populated geographic area.
• Possess knowledge and understanding of laws, regulations, personnel policies, and collective bargaining processes.
• Effectively plan and implement programs, manage operations, and analyze workload and staffing needs.
• Build and maintain collaborative working relationships with tribal organizations, community partners, and law enforcement agencies.
• Demonstrate the ability to prioritize competing responsibilities, manage multiple tasks, and organize workload to meet deadlines and operational priorities.
• Communicate effectively through oral and written communication with management, colleagues, clients, and the public by clearly explaining policies and procedures and preparing professional, concise, and accurate correspondence.
• Evaluate crisis situations and complex case issues, provide appropriate guidance and direction to staff, and develop effective solutions to reduce risk and prevent negative outcomes.
• Resolve conflicts professionally, de-escalate challenging situations, engage in difficult conversations, and clearly communicate expectations, policies, and procedures.
• Independently assess situations, apply sound professional judgment, and conduct effective interviews using appropriate communication methods to support individuals with diverse needs.
• Demonstrate proficiency in data entry and computer applications; learn, utilize, and train others on various software programs, systems, and reporting databases.

Preferred Qualifications

• Ability to learn complex systems, review, and apply knowledge of WAC, RCW, and APS policy and procedures.
• Knowledge and understanding of federal laws regarding Washington Native American Tribes.
• Knowledge of personnel policies, procedures, and administrative policies.
• Methods and techniques of policy development and management, including principles and practices of program planning and evaluation.
• Ability to be timely and present at meetings and/or training that you are required or scheduled to attend; attend training, conferences, and work groups assigned to increase/maintain knowledge of the job.
• Knowledge of programs administered by Home and Community Living Administration and Adult Protective Services.
• Knowledge of collective bargaining agreements.

Prior to a new hire, a background check including criminal record history may be conducted. 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.