Branch Operations Support (human Services Specialist 1)

Branch Operations Support (Human Services Specialist 1)

The Oregon Department of Human Services is proud to be an Equal Opportunity Employer. We are guided by our Equity North Star and our vision for a positive RiSE organizational culture that advances equity and diversity. We encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQIA2S+ community members, and others to help us achieve our vision of a diverse and inclusive community.

Opportunity awaits! Empower Individuals & Families—Support, Guide, and Make an Impact! Join our team and help individuals and families navigate essential services with expertise and care. This role is key in ensuring smooth program operations, sharing vital policies, and providing specialized support to staff and management. If you are detail-oriented and passionate about making a difference, this is the opportunity for you!

We are looking for a Branch Operations Support (Human Services Specialist 1) to join our dedicated Oregon Eligibility Program (OEP) Team in Tigard. Together, we can create lasting change!

Summary of Duties

The Oregon Eligibility Partnership (OEP) is part of the Oregon Department of Human Services. Oregon Eligibility Partnership provides direction and support to state staff working to determine eligibility for people applying for and receiving medical, food, cash and childcare benefits. It also manages the ONE Eligibility System used to process applications and deliver benefits to eligible individuals and families in Oregon. OEP operates based on the principles of service equity, customer service, consistency and operational efficiency. OEP administers the ONE Eligibility system in partnership with the Oregon Health Authority (OHA) and the Department of Early Learning and Care (DELC).

As a Branch Operations Support, you will:

• Create a welcoming environment for the public with friendly, respectful, professional, and courteous service.
• Managing incoming mail and multiple email accounts.
• Answer phones with appropriate phone system when covering phones. Including answering client's questions in regard to programs and case specific information.

• Explain agency notices, case and benefit issuance stats as requested by clients.
• Explore alternative resources appropriate for any clientele in office or on phone. Maintain resource information and provide Oregonian's directions to access services.
• Managing incoming mail and multiple email accounts.
• Answer phones with appropriate phone system when covering phones. Including answering client's questions in regard to programs and case specific information.

• Complete initial computer screening to determine prior case history or current eligibility.
• Screen eligibility potential for all ODHS programs and provide applicants with procedural information to apply for said programs.

Minimum Qualifications

• Two years of experience either interviewing to obtain personal or technical information or substantial people contact.
• This experience must have involved a high volume of paper work (e.g., assuring information on forms is complete and accurate, completing necessary documents, etc.).
• College-level courses may be substituted for the experience on a year-for-year basis.

Essential Attributes

• Experience engaging with the community, assessing resources and services, and supporting a diverse population.
• Experience effectively communicating, managing multiple priorities in a fast-paced environment, and maintaining attention to detail.
• Experience navigating evolving policies and procedures while demonstrating adaptability and a commitment to continuous learning.
• Experience actively implementing equitable practices and applying diversity, equity, and inclusion principles effectively.
• Experience analyzing, applying, and effectively communicating rules and regulations.

Attention all candidates! A cover letter is required. Clearly describe how you meet the minimum qualifications and essential attributes in your application materials. Your application materials will determine if you are selected to move forward in the selection process. Please include detailed work and education history.

Please make sure your application materials, including your resume and job history (with clear start and end dates for each role), as well as your completed graduation date, are clearly outlined as this information will be used to determine your starting salary range. Note: Your resume and cover letter may be uploaded in the Resume/CV field on the online application.

Important: Please monitor both your email and Workday account for updates regarding this recruitment. You may be asked to submit additional information after initial application.

The use of outside resources such as Artificial Intelligence (AI) software during applicant skill assessments, examinations, and/or interviews is prohibited unless otherwise stated by the hiring agency. Unauthorized use of outside resources during the hiring process will result in disqualification.

The job posting closes at 11:59 PM (PDT/PST) on the close date. Immediately after you submit your application, be sure to respond to the two questionnaires relating to public records requests and veterans' preference. These questions are necessary to complete the application process.

Working Conditions

• Work Locations: In-person office environment.
• Work Environment: Direct public interaction, including engagement with customers in high-pressure situations. Cubicle-based and front desk workspace with frequent interruptions and high noise levels. Fast-paced setting with constantly evolving policies and procedures. Repetitive motions, prolonged sitting, and daily use of computers and technology. High-volume computer work and keyboarding in a dynamic team environment.
• Hours: Monday–Friday, 8 AM–5 PM; occasional evening and weekend overtime required.
• Travel: Occasional travel for meetings, trainings, and other case related activities. This includes required occasional overnight travel. You may interact with individuals who have experienced trauma and may have difficulty managing their emotions. Be prepared for stressful situations that require quick decision-making to ensure safety for yourself and others.

Background Checks and Requirements

• If selected as a finalist, we will conduct a criminal history and background check. Adverse criminal history or background check may lead to disqualification.
• The Oregon Department of Human Services does not offer visa sponsorship. Within three days of hire, you will be required to complete the US Department of Homeland Security's I-9 form confirming authorization to work in the United States. ODHS will use E-Verify to confirm that you are authorized to work in the United States.
• A valid driver's license and acceptable driving record are required for this position.

Benefits

• ODHS Employee Resource Group communities that promote shared learning.
• Cost of Living Adjustments.
• Annual salary increases (until you reach the top of the listed salary range).
• Amazing benefits package.
• Possible eligibility for the Public Service Loan Forgiveness Program.

Employment Preference

• Veterans' preference: Veterans' preference information.
• How to submit your Veteran documents for preference. Please do not attach your Veterans' preference documentation in the Resume/CV field of your application.

General Information

• This is a permanent, full-time position and is represented by the Service Employees International Union (SEIU).
• This recruitment may be used to fill future vacancies in the same classification.

Contact Information

We invite you to contact the recruiter for accommodation requests under the Americans with Disabilities Act (ADA), application questions or job-specific questions.

The recruiter for this position is Nadja Rue. If you contact the recruiter, please include the job requisition number: REQ-185019.