Customer Service Guide (human Services Specialist 1)

Customer Service Guide (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! Imagine a customer service experience where every interaction is guided by empathy and understanding – welcome to a new era of support for Oregonians navigating life's challenges.

We're seeking a dedicated individual for our Customer Service Guide role in Sublimity, OR – Your next big opportunity awaits!

Summary of Duties:

• Greet and assist Oregonians through a trauma-informed lens.

• This position will contribute to the welcoming environment as families interact with the department. In supporting the day-to-day operations of the office, virtually through the online application portal or telephone communication.

• Work with Oregonians who are applying for programs such as medical, cash for families (TANF), Domestic Violence services, food benefits (SNAP), childcare assistance (ERDC), and long-term care services in-person, by phone and via our online applicant portal to answer case status and other inquiries; provide information on how to access community resources.

• Complete all administrative duties to include but not limited too; Data entry, maintaining electronic filing, coordinate meeting rooms, and manage incoming mail in person and electronically.

• Work within a team that collaboratively rotates tasks to support the business needs of the office.

Minimum Qualifications:

• A valid driver's license and acceptable driving record are required for this position.

• 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 paperwork (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 clearly communicating (both verbally and/or in writing) program rules, procedures, and eligibility requirements to diverse audiences while demonstrating active listening skills.

• Experience with managing high-volume, fast-paced front desk operations while ensuring a welcoming and organized environment.

• Experience and proficiency with various software programs including multi-line phone systems.

• Experiencing eliciting information from applicants/recipients for a program/service.

• Experience handling confidential and sensitive information with a high degree of integrity, attention to detail and discretion.

Attention all candidates! 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.

Working Conditions:

• Work schedule is 8:00 a.m. – 5:00 p.m., Monday – Friday on-site in Sublimity, OR.

• Overtime or additional hours beyond your normal schedule is rare, however could be based on business needs.

• Experience constant contact with the public, including contact with customers experiencing emotional or financial stress.

• Experience high volume of computer work, using various computer programs in a fast-paced team environment.

• Priorities and procedures may change daily and requires the ability to be flexible in application of procedures.

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.

• Finalists must be cleared by the FBI Criminal Justice Information Services (CJIS) through a fingerprint-based criminal records check.

• HB3187: The State of Oregon does not request or require your age, date of birth, attendance or graduation dates from an educational institution during the application process.

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:

• 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:

• The recruiter for this position is Rochelle Peters. If you contact the recruiter, please include the job requisition number.

• Email: Rochelle.m.peters@odhs.oregon.gov