WA Cares offers customer care with a personal touch

Since the program began, WA Cares has helped reshape how Washingtonians prepare for their long-term care needs. At the core of the program is a small but mighty customer care team with 194 combined years of customer and patient care experience. 

7 in 10 of us will need long-term care. Most of us will need help to live independently at some point in our lives. For some, this will be temporary after an accident or illness. For others, the need will strike late in life. 

Diana, a customer care specialist, remembers a call that stuck with her. 

“A customer was calling from the hallway in the hospital as her mother had just suffered a stroke. She was desperate and anxious for help and guidance for her mother. While we are not offering benefits that her mother could use at this time, I was able to listen to her concerns and explain how the WA Cares Fund can help her family in the future. After some conversation, we decided on a few community partners that would be able to assist her family as they moved forward with a little less uncertainty and a plan.” 

For the WA Cares team, making a personal connection is a critical part of the customer experience. 

“When we created the customer care team, we weren't sure exactly what Washingtonians would need from us, so we started listening to the people we serve to learn what is meaningful to them,” says Crystal, the customer care manager. “It is important to our team that we deliver a person-centered experience to everyone, even if they don't qualify for our benefits. Long-term care is unfamiliar to most of us until we need to provide it or receive it, and everyone's care journey is unique. I love that we can treat customers like individuals and not transactions.” 

By prioritizing customer care, WA Cares has ensured the Benefits and Customer Care team is able to handle a high volume of customer interactions without losing that personal touch. 

“I never have to feel rushed while on the phone with a customer. I can ask clarifying questions to understand a caller’s concerns while giving them the time and grace to explain their situation so I can offer the best assistance possible,” says Carol, a customer care specialist. 

“It truly feels like we are helping the community and supporting those in need,” says customer care supervisor Tien. “We listen to Washingtonians across the state and learn about their individual circumstances. We empathize with the customers. We want everyone to be heard while guiding them to the support they need.” 

The Benefits and Customer Care team also emphasizes language access, cultural sensitivity and digital support as a part of their work. This includes helping people understand eligibility, contributions and how to access benefits when they need care. The team focuses on each person’s individual needs rather than offering one-size-fits-all responses. 

The impact of the WA Cares Fund extends beyond customer service interactions. The program ensures working Washingtonians can earn access to long-term care when they need it. Workers who meet contribution requirements and need care can access up to $36,500 worth of services and supports, an amount that grows over time with inflation. 

As the program approaches the launch of benefits in 2026, the WA Cares team is continuing to focus on education, outreach and providing an exceptional customer experience. 

Customer support is available Monday-Friday from 8:30 a.m. – 4:30 p.m. Call 844-CARE4WA (844-227-3492) or visit wacaresfund.wa.gov/help-support to contact the team by email.