• Job Description

  Req#: 5296711
  Salary : $67,992.00 - $91,464.00 Annually
  Location : Pierce County - Tacoma, WA
  Job Type: Full Time - Permanent
  Remote Employment: Flexible/Hybrid
  Job Number: 2026-02750
  Department: Dept. of Labor & Industries
  Division: Director's Office - Ombudsman
  Opening Date: 04/13/2026
  Closing Date: 4/26/2026 11:59 PM Pacific
  Salary Information: The high end of the salary range, Step M is typically a longevity step
  
  Description
  Our Mission: Keep Washington Safe and Working!Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability
  
  Make a real difference for injured workers when they need it most.
  
  When someone is injured on the job, the workers' compensation system can feel overwhelming, frustrating, and at times, unfair. That's where you come in.
  
  As an Ombuds Assistant, you won't just manage claims, you'll advocate, investigate, and help resolve complex issues for injured workers navigating the self-insured system. You'll be a trusted voice for people and help bring clarity, fairness, and resolution to concerns.
  
  This is not a traditional claims role.
  
  You'll bring your claims expertise, but apply it in a way that is:
  
  • People-centered - working with individuals who are often frustrated, emotional, or facing hardship
  • Impartial and fair - balancing the needs of all parties while ensuring compliance with the law
  • Solution-driven - resolving issues, not just processing them
  
  We're looking for someone who leads with:
  
  • Compassion and patience
  • Active listening and empathy
  • Strong judgment and professionalism
  
  This role is ideal for someone who knows workers' comp inside and out but is ready to step beyond traditional claims management and into true advocacy work.
  
  Work-life balance is a priority at L&I. We support a hybrid work model and offer flexible work schedules which may include 4/10's, 9/80's or 5/8's. This position is primarily telework but may require in-office presence in Tacoma, Washington. Employees will be responsible for travel and expense from their residence to their assigned office and on their personal time.
  
  We offer great benefits which include paid leave, tuition imbursement, infants at work, generous retirement package and much more. Select on the "Benefits" tab to learn more.
  
  L&I is a diverse state agency dedicated to the safety, health, and security of Washington's workers. We strive to hire people with a wide variety of backgrounds in life and work experience. Take a look at this and learn more about why L&I is an employer of choice.
  
  Duties
  Some of what you'll do:
  
  You'll operate as a senior-level resource and problem-solver, working across stakeholders to ensure fair outcomes:
  
  • Advocate for injured workers to ensure they receive the benefits they're entitled to under Washington's workers' compensation laws
  • Investigate complaints and concerns with objectivity, urgency, and attention to detail
  • Analyze complex claims (including wage calculations, permanent disability, and death benefits) and make independent determinations
  • Mediate and resolve disputes between injured workers, employers, third-party administrators, attorneys, and providers
  • Guide and influence claims practices by working collaboratively with internal teams and external partners
  • Document and track cases in agency systems, identifying patterns and opportunities for systemic improvement
  • Step in as a program resource providing mentorship, guidance, and operational support when needed
  • And much more!
  
  Qualifications
  Required:
  
  • A total of 8 years combined education and/or experience*.
  
  *Experience is defined as adjudication of time loss workers' compensation claims; or additional experience working with insurance claims, claims/insurance adjusting, claims investigations, disability management, claims risk management/loss control, medical billing, medical insurance, paralegal personal injury services. This may look like the following:
  
  • Successful completion of the Department of Labor and Industries Workers' Compensation Adjudicator 2 Apprenticeship program and one year of experience as a Workers Compensation Adjudicator 4
  
  OR
  
  • Bachelor's degree from an accredited college or university and four years of experience*
  
  OR
  
  • Associate's degree and six years of experience*
  
  AND
  
  • Comprehensive knowledge of RCW, WAC, case law, and ability to apply and explain WA industrial insurance rules, policies and procedures.
  • Strong non-verbal, verbal and written communication skills. Must have good listening skills and ability to demonstrate patience, objectivity, and empathy, especially when dealing with an upset customer during a difficult situation.
  • Ability to learn new systems, including Self-Insurance Ombuds Database (SIOD), LINIIS, ORION and standard Microsoft programs (Outlook, Excel, Word, PowerPoint).
  • Strong problem resolution and analytical skills; ability to know when to escalate complex cases to the appropriate level within the organization.
  • The ability to take action to learn and grow.
  • The ability to take action to meet the needs of others.
  
  Desired:
  
  • Prior experience with Self-Insurance
  • Prior experience in advocacy roles
  • Prior experience with mediation or alternative dispute resolution
  
  Every case you handle represents a real person trying to navigate a difficult situation. Your ability to listen, understand, and act can directly impact someone's financial stability, health, and trust in the system.
  
  If you're ready to use your expertise to advocate, not just adjudicate, this is the role for you.
  
  Supplemental Information
  Application process
  
  Complete the online application and attach the following documents. Your application may be considered incomplete if you do not include the following:
  
  1. A describing your experience, skills and contributions you will bring to this role.
  2. A current detailing applicable experience and education.
  1. A list of at least three professional references with current telephone numbers.
  
  Do not attach or place any medical information in the application, resume, or cover letter. If you do, we must reject your application to safeguard others from receiving your confidential information. You must remove the confidential information before you can apply again.
  
  For top candidates, references will not be checked without a release form.
  
  Learn more about our on L&I's website.
  
  If you need an accommodation for the application or hiring process, please call 360-902-5700. TTY users should first call 711 to access the Washington Relay Service.
  
  L&I is an equal opportunity employer and doesn't discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, pregnancy, national origin, genetics, disability, age or veteran status.
  
  Background Check Notice
  
  Prior to placement in a position at L&I, a background check, including criminal history record will be conducted. The results might not disqualify candidates. L&I understands some situations may require further explanation. In these situations, candidates will have the opportunity to talk with the L&I Assistant Director of the Office of Human Resources.
  
  Other information
  
  • This is a union represented position, covered bytheWashington Federation of State Employees (WFSE) contract.
  • 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.
  • L&I 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.
  • L&I may use this announcement to fill multiple permanent and/or non-permanent positions.
  
  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
  
  For more Information
  
  If you have any questions regarding this job posting, program, or the agency, please contactLori Hensin at
  
  To receive more information on opportunities at L&I sign up for and select L&I job alerts.
  More than Just a Paycheck!
  Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.
  
  We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
  
  Read about our benefits:
  The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.
  
  Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.
  
  Insurance Benefits
  Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
  
  Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
  
  To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
  
  Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
  
  Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
  
  The Washington State Employee Assistance Program promotes the health and well-being of employees.
  
  Retirement and Deferred Compensation
  State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.
  
  Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
  
  Social Security
  All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
  
  Public Service Loan Forgiveness
  If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
  
  Holidays
  Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.
  
  Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.
  
  Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.
  
  Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.
  
  Sick Leave
  Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.
  
  Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.
  
  Vacation (Annual Leave)
  Full-time employees accrue vacation leave at the rates specified in (1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.
  
  Part-time employees accrue vacation leave hours in accordance with (1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.
  
  Pay status includes hours worked, time on paid leave and paid holiday.
  
  As provided in , an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.
  
  Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.
  
  Military Leave
  Washington State supports members of the armed forces with 21 days paid military leave per year.
  
  Bereavement Leave
  Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.
  
  Additional Leave
  Leave Sharing
  
  Family and Medical Leave Act (FMLA)
  Leave Without Pay
  
  Please visit the State HR Website for more detailed information regarding benefits.
  
  Updated 01-07-2026
  01
  
  How did you learn of this employment opportunity?
  • WorkSource Center or Website (WorkSourceWA.com)
  • L&I Talent Management Consultant
  • L&I Employee
  • Professional/Personal Network
  • Monster
  • College/University Website/Career Fair
  • LinkedIn
  • Facebook
  • Verg
  • Craigslist
  • Indeed
  • Twitter
  • Job Fair (Military)
  • Career Fair
  • EHS Careers
  • American Industrial Hygiene Association (AIHA)
  • Radio Advertisement
  • Newspaper/Magazine
  • L&I Website
  • Other
  
  02
  
  If you indicated "Other" please specify where you heard about this position.
  03
  
  Will you now or in the future require sponsorship for an immigration-related employment benefit?
  • Yes
  • No
  
  04
  
  PLEASE READ THE BELOW AND TYPE YOUR INITIALS IN RESPONSE TO ACKNOWLEDGE THAT YOU HAVE READ AND UNDERSTAND THESE STATEMENTS.
  • I will NOT attach or place any medical information within the application, resume, or cover letter. If I do, I understand that it will be rejected and I may be provided an opportunity to apply again without including my confidential health information, while the posting is still open and applications are being accepted.
  • I will not share my medical information with hiring managers or interview panels.
  
  05
  
  To be considered for this opportunity we require you to attach a resume and cover letter. Have you attached both documents?
  • Yes
  • No
  
  06
  
  Tell us how you meet the minimum required qualifications *Experience is defined as adjudication of time loss workers' compensation claims; or additional experience working with insurance claims, claims/insurance adjusting, claims investigations, disability management, claims risk management/loss control, medical billing, medical insurance, paralegal personal injury services:
  • A total of 8 years combined education and/or experience.
  • Successful completion of the Department of Labor and Industries Workers' Compensation Adjudicator 2 Apprenticeship program and one year of experience as a Workers Compensation Adjudicator 4
  • Bachelor's degree from an accredited college or university and four years of experience*
  • Associate's degree and six years of experience*
  
  07
  
  If you chose a total of 8 years combined education and/or experience, please describe where you obtained the experience including dates.
  08
  
  Tell us about any prior experience with Self-Insurance. If you do not have this experience, please respond with "N/A"
  09
  
  Tell us about any prior experience with advocacy roles. If you do not have this experience, please respond with "N/A"
  10
  
  Tell us about any prior experience with mediation or alternative dispute resolution. If you do not have this experience, please respond with "N/A"
  Required Question

• About the company

  The best remote jobs for you

Notice