Program Specialist, QA

Hopelink - Bellevue, WA3.4


Title: Program Service Concerns Specialist

Department: Transportation

Location: Bellevue, WA

Work Schedule: F/T

Compensation: $16.90-$18.00 DOE

Benefits: Medical/Dental, 401k retirement savings plan with employer matching, Paid Vacation/Holiday/Sick Leave, Employee Assistance and Employee Discount Programs

Open: 12/07/2018

Closes: When filled

For over 40 years, Hopelink, a vibrant community action agency, has served homeless and low income families, children, seniors and people with disabilities in an 800 square mile area of north and east King County, Washington. Our vision is a community free of poverty. To that end, we provide a wide variety of human services that moves forward our mission to promote self-sufficiency for all members of our community; we help people make lasting change.

This Service Concerns Specialist is responsible for collecting and responding to Brokerage feedback that is tracked and accounted for process improvement efforts. The person in this position will also respond to customer complaints and review service partner and internal response statements for relevancy. This role will work closely with internal departments, service partners, facilities, and other vendors to resolve, track, and prevent client concerns.

Essential Functions:
(Note: Any one position may not include all of the functions nor do the listed functions include all tasks that may be found in positions of this class.)

Receive and process all complaints escalated from functional areas with direct customer contact.
Apply departmental procedures to the evaluation of complaint information for acceptable content and supporting data. Independently evaluate information, reports and data and provide recommendations for further investigation.
Responds to customer inquiries, concerns and questions in a timely manner with the ability to manage and resolve problems as necessary.
Document complaints and distribute them for investigation using various means. Receive, review and interpret investigative reports for complaint closure.
Interface with all required parties to ensure timely complaint investigation, escalation and closure. Perform complaint investigations for root cause as appropriate. Forward pertinent data for further investigation when applicable.
Triage and escalate all complaints regarding safety or egregious non-compliance.
Prepare complaint data summaries and trend reports regarding complaints and complaint process key performance indicators. Prepare complaint related data for Management Review.
Provide input to the continual improvement of complaint handling processes.
Conducts initial review of client denials. Works with Program and Customer Service Center Supervisors on identifying WAC training needs.
Acquires and updates knowledge related to contract service provisions and changes in federal, state, and local laws, policies, regulations and standards.
Distributes program materials throughout King County.
Assists in identifying training needs for Hopelink staff; participates in providing training; develops curricula and maintains training records.
Prepares a variety of correspondence and reports related to the work.
Communicate effectively, both orally and in writing, with contractors, other employees and outside agencies using tact, courtesy and good judgment; establish and maintain effective working relationships.
Performs other related duties as assigned.
Regular attendance and punctuality is essential to our business and to this position.

Required Qualifications:
AA degree in contract management or related field is a plus.
2 years’ experience working in a customer service capacity and or contract review.
Demonstrated ability to exercise sound judgment and effective decision-making skills to accomplish goals and creatively problem-solve issues.
Ability to set priorities and manage multiple tasks requiring consistent accuracy. Strong planning and organizational skills.
Exceptional verbal and written communication and presentation skills required with the ability to communicate effectively, with contractors, other employees and outside agencies using tact, courtesy and good judgment.
Ability to establish and maintain effective working relationships with other employees, contractors and other agencies.
This position is a Service Critical Employee with specific attendance requirements. More information is available in the Hopelink Adverse Weather Policy.
Ø Employee must report to work site during their scheduled hours, regardless of weather conditions or other emergencies.

Ø Manage own transportation needs in adverse weather, including possible limitations to public transportation options.

Ø Have a specific plan to address any other possible attendance barriers that arise during adverse weather and other emergencies, such as disrupted utilities or public services, road closures, school closures, etc.

Preferred Qualifications:
Knowledge of: Federal, state, and local laws, standards and requirements related to paratransit operations; effective contract management and monitoring practices, methods, and techniques; effective inspection and accident investigation practices, methods, and techniques.
Access, Word, or Excel knowledge is desirable.

Physical Demands:
The physical demands and work environment described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities who are otherwise qualified to perform the essential functions.

Must be able to lift 20 pounds on an occasional basis.
Work involves standing, walking, stooping, talking, reaching, sitting, bending, kneeling, climbing, grasping, hearing, using hands to handle, feel or operate objects, and reaching with hands and arms.
Vision abilities required by this job include close vision and the ability to adjust focus.
The noise level in the work environment is usually moderately quiet.

Licenses, certificates, and other requirements:
Valid Washington State driver’s license, automobile liability insurance and ability to provide own reliable transportation to monitor providers and visit facilities throughout King County.
Must pass criminal background check through the Washington State Patrol.
We are actively building an environment that welcomes and encourages the involvement and success of all individuals and respects the new possibilities that are created when diverse people, beliefs and values are included.

Hopelink is an Equal Opportunity Employer committed to workplace diversity.

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods, or otherwise to balance the workload.