Job Description

Description

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Our Mission:

Keep Washington Safe and Working!

Our Values:

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

Please Note: This position is not permanent and is expected to last no longer than one year.

Job Highlights

The Vocational Services QA Manager is directly accountable for the high quality of vocational services delivered to injured workers in Washington. The QA manager develops strategy and operational plans for managing the quality of vocational services and works collaboratively with the private sector vocational community to implement those plans. This position is critical to fostering a culture of continuous improvement.

It has been five years since the department launched a significant change to our coordination with private sector vocational firms in the provision of services to injured workers. In the spirit of continuous improvement, we are making a 12-month appointment for a Quality Assurance Manager to assist our established team with the evaluation of our quality assurance approach, evolution of our quality assurance elements, and identification of actionable recommendations as appropriate.

Throughout this process, the QA Manager will support the Chief of Return to Work Partnerships to provide a clear and consistent vision to the vocational community and serve as a spokesperson for the quality of vocational services to a variety of internal and external stakeholders.

The scope of impact of the Vocational Services QA Manager is to set and implement high standards of quality for the tens of millions of dollars of vocational services the department purchases each year to reduce the development of work disability. Unaddressed work disability is the major contributor to hundreds of millions of dollars in workers comp costs, and vocational services are the main intervention the department is able to consistently provide to workers at risk of not returning to work.

Duties

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Some of what you'll do:

Work activities:

Participate as part of the strategic leadership team of RTWP, set goals and objectives of the QA program and establish QA processes in support of those goals and in alignment to other programs within RTWP (Private Sector Rehabilitation Services - audit, and vocational service specialists). Manage the evaluation of our quality assurance approach, evolution of our quality assurance elements, and identification of any recommended adjustments if appropriate. Advocate for QA program needs with HR, facilities, communications, data, technology, budget, and other support programs. Partner with these service providers to ensure that QA program requirements are well thought out and effectively communicated, that dependencies have been identified, and that once approved the QA program can effectively implement the solution. Work effectively with other divisions and programs towards shared goals including, but not limited to HSA, Legal Services, Employer Services, Office of the Medical Director (OMD), Claims Management, Claims QA, Customer Service, Compliance, and Public Safety (CSCPS) and the Division of Labor Standards (DLS). Collaborate with vocational firms to better understand their perspective, challenges, and opportunities. Contribute to an unbiased and professional working relationship with all vocational firms and counselors. Lead efforts to develop appropriate policies and management expectations for vocational service quality assurance. Manage, lead, and direct professional and technical staff to ensure accurate and timely decisions at work. Provide technical oversight, expertise and interpretation of statutes and administrative codes, under WAC 296-19, department policies and procedures under the jurisdiction of RTW Partnerships.

Accountability:

The vocational Services QA Manager is the primary point of accountability for the QA program and QA standards that reduce the development of worker disability. The QA Manager is accountable for effective program administration, for setting program strategy, and for establishing processes and procedures to achieve program goals. The QA Manager is accountable for system improvements that reduce the incident of long-term disability and costs to the state's workers' compensation system.

Failure to ensure compliance with QA standards would allow an inconsistent quality of services, potentially leading to worse vocational outcomes and increase in system costs. Poor outcomes would reduce both internal and external support for vocational services, potentially leading to a reduction or degradation in services and a resultant increase in worker disability, human suffering, and system costs.

This position supervises eight (8) FTE's, made up of seven (7) Management Analysts and one (1) Program Specialist. Direct resources and infrastructure for the QA program. This position influences the RTWP biennial budget related to the QA of vocational services. Be responsible for statewide results associated with vocational services and the reduction of worker disability.

Financial Dimensions:

This position influences the RTWP biennial budget related to the QA of vocational services. Biennial budget is $11.7 million. The agency pays tens of millions of dollars each year for vocational services for injured workers. By statute, the agency must purchase vocational services based on their quality and effectiveness. Effective vocational intervention to interrupt the development of work disability addresses one of the most significant workers compensation system costs - benefits paid to workers who have developed long-term disability.

Decision Making and Policy Impact:

This position develops and determines the implementation of new policy and is responsible for maintaining strong relationships with private sector vocational firms through policy development. This position also plays an important liaison role for new policy with other stakeholders in the vocational recovery process, including medical providers and employers. The demonstration of an effective, responsive, and dynamic QA process for vocational services helps build and maintain the support of key agency stakeholders and the legislature. This position is the primary point of accountability for QA results in agency strategy development. The development of QA requirements, processes, rules, policies, and compliance management requires knowledge of claim management, the importance of work disability prevention, related medical decisions, knowledge of the vocational community, and a working knowledge of statutory provisions for workers' compensation. The QA Program ensures consistency and quality in the provision of these vocational services. Workers and employers directly benefit when injured workers are able to quickly and successfully return to work. Unaddressed work disability causes the cost of a claim to rise dramatically, lead to increased future employer premiums, and is associated with reduced quality of life for the injured worker.

Qualifications

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What we are looking for:

Bachelor's degree with major study in business administration, management, healthcare, social sciences, or allied field.

AND

Five or more years of managerial experience in the public sector, a regulated insurance carrier, or a pertinent professional association.

OR

A combination of education and related experience (see below) of 9 or more years working across units or programs, and managing projects:Knowledge of workers' compensation systems (Washington state experience is preferred) Experience in delivering, leading and/or directing vocational or return to work services Knowledge of and ability to interpret laws, rules, and regulations covering vocational services in a workers' compensation environment Experience leading, managing, and directing professional and technical staff Ability to use data to plan and manage Strong decision making, conflict resolution, and negotiation skills Ability to apply creative problem-solving techniques Effective change management experience and skills Experience in program and policy development Demonstrated ability to effectively and consistently communicate with agency staff throughout organization Demonstrated ability in strategic planning, budget development, and the use of performance metrics to manage Knowledge and application of human resource management principles and labor management relations


As well as Agency Leadership Competencies.

Preferred Qualifications:

Professional level experience providing vocational rehabilitation, return-to-work, or claims management services in a workers' compensation environment. National credentialling in disability management, vocational counseling, or claims.

Supplemental Information

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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.


The assigned duty station is flexible and can be based out of any of 16 field locations across Washington state.


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.


To learn more about our hiring process timeline at L&I please visit our L&I recruiting page at: Hiring Process at L&I. If you would like to read our website in a language other than English, scroll up to the top of the page to select your language of choice from the banner.

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.

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 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, or the agency, please contact April Sharp (she/her/hers) at elib235@Lni.wa.gov.