L&I Program Specialist 2

L&I Program Specialist 2

Salary

$45,924.00 - $61,332.00 Annually

Location

Multiple Locations Statewide, WA

Job Type Full Time - Permanent

Remote Employment Flexible/Hybrid

Job Number 2026-09014

Department Dept. of Labor & Industries

Division Division of Labor Standards - Employment Standards

Opening Date 10/30/2026

Closing Date 11/15/2026 11:59 PM Pacific

Description

Benefits

Description

• 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 recruitment represents 2 permanent positions.

• Job Highlights

• As a Program Specialist 2, you’ll play a key role in advancing the “Working” component by promoting equitable access to program services and supporting both internal and external customers through education and efficient service delivery. In this role, you’ll directly support enforcement of labor laws, including Wage Payment Act (RCW 49.48), Industrial Welfare Act (RCW 49.12), Minimum Wage Act (RCW 49.46), as well as other employment standards regulations, rules, and policies.

• This role is essential for ensuring operational efficiency, improving internal and external customer experience, and enhancing overall productivity within the Employment Standards Program.

Duties

Some of what you’ll do:

• Oversee the intake, initial screening, submission, and assignment of worker complaints related to employment standards.
• Ensure intake and triage processes are aligned with program procedures, policies, and legal requirements.
• Serve as a subject matter expert on intake policies and procedures, providing guidance to both internal and external partners, including customer service teams, industrial relations agents, compliance supervisors, program specialists, and leadership at the program and division levels. Provide technical assistance to workers, employers, and the public to help them understand employment rights, complaint options, and appropriate referral pathways.
• Lead the development, implementation, and continuous improvement of program standards, intake tools, correspondence templates, and workflows.
• Maintain accurate and timely data tracking and reporting systems; analyze data to identify trends, access barriers, and areas for operational improvement and to identify opportunities for program development.
• Assess program needs using both quantitative and qualitative data (e.g., internal and external customer experience feedback) to propose informed service enhancements.
• Resolve program service issues by developing and presenting recommendations to program and division leadership.
• Direct, coordinate, and organize daily operations of the intake and triage services to ensure efficiency and quality. Monitor program activities to ensure alignment with established service goals.
• Plan, organize, and resolve non-wage, non-jurisdictional, and non-actionable complaints.
• Promote intake and triaging service and resources with internal and external customers.
• Develop and provide presentations on the intake and triaging service and other related topics.

Qualifications

Required:

• A combined total of four years of education and/or experience.

Education options includes:

• An Associate’s degree (two years) and two years of qualifying experience as shown below.
• A Bachelor’s Degree (four years)

And/or experience in one or more of the following areas to reach a total of four years:

• Experience as a Customer Service Specialist, Industrial Relations Agent, or Program Specialist.

• Explanation, interpretation, understanding, and enforcement of rules and regulations regarding RCWs, WACs.

• Investigating complaints of misconduct (criminal or civil).

• Collection of revenue/taxes from employers/businesses.

• Audit of employer financial records.

• Note: Experience may be substituted for education at the rate of one year of experience for one year of education for a combined total of 4 years to meet required qualifications.

• AND

• The ability to take action to learn and grow.

• The ability to take action to meet the needs of others.

Desired:

• Working with laws governing all phases of labor relations, general policies, principles, and practices; of labor and management; state wage and hour laws and regulations; contracts and related labor relations; and techniques of personal investigations; rules of evidence, auditing, accounting, and bookkeeping procedures; human resources experience.

• Working in a call center explaining RCWs and WACs

• Understanding of interaction between federal and state laws

• Presenting complex information in clear, concise, and logical sequence; gather, preserve, and present material, relevant and pertinent evidence; exercise mature judgment in a wide variety of public contacts.

• Managing special projects.

• Completing specialized tasks and investigations; prioritize staff workload, monitor workload output; provide on-the-job training; compile and analyze service data reports.

• Serve as the initial contact for customers seeking services.

• Conduct investigations or audit records related to labor laws.

• Provide support to internal teams by performing triage and administrative intake tasks.

• Help to reduce case management backlogs and prevent future delays.

• Identify outreach needs and create outreach content tailored to intended audiences.

• Familiar with the following programs: Complaint Activity Tracking System (CATS), LINIIS, Outlook, Teams, Zoom, Excel, Word, and Adobe PDF.

• Supplemental Information

• 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.

• For this position, telework is permitted part time with supervisor approval. The assigned duty station may be in any of our L&I service locations statewide with the exception of King County. The incumbent must reside anywhere in Washington State, as well as those living near the Oregon/Washington or Idaho/Washington boarders.

• For positions where in-office work is necessary, the frequency of telework will be discussed with the supervisor of the position at the time of offer.

• To receive more information on opportunities at L&I sign up for GovDelivery and select L&I job alerts.