Customer Service Guide (human Services Specialist 1), Bilingual English & Spanish Preferred

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.

Are you fluent in English and Spanish? Our diverse communities' benefit from bilingual support. While not a requirement, preference will be given to candidates who possess this valuable skill.

Opportunity awaits! Join our team as a Customer Service Guide (Human Service Specialist 1), where you'll play a pivotal role in providing exceptional office support and creating a welcoming environment for our clients.

Summary of Duties

As a Customer Service Guide, you will:

• Provide front desk assistance, answer phone calls, and guide clients to the right services.
• Regularly communicate with people of all backgrounds, in person and by phone, including individuals who are in emotionally heightened states.
• Distribute mail, manage case transfers, and manage emails.
• Schedule appointments and issue financial negotiables like Electronic Benefits Transfer (EBT) cards and checks.
• Review all applications, paperwork, and documentation submitted in person or electronically for completeness and accuracy.
• Document all interactions and records through the ONE and TRACS system.
• Create a welcoming environment for the public through various forms of communication.
• Maintain an organized and clean work area, ensuring efficient lobby flow and customer service.
• Use various computer systems and databases to manage information for the agency and clients.

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 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

We are looking for candidates with:

• Experience in customer service, focused on building positive relationships and supporting all.
• Experience creating a welcoming and inclusive environment that ensures equitable services.
• Experience with trauma-informed and trauma-focused services, using a person-centered approach.
• Experience typing quickly and accurately for administrative tasks.
• Experience navigating multiple computer screens and systems at once.
• Experience managing high workloads by prioritizing tasks, staying organized, and following through to completion.

Preference will be given to candidates that are bilingual in Spanish and English.

Working Conditions

• Duties for this role will be performed in an office setting.
• Travel may be required if providing coverage for other offices. Coverage is typically voluntary based on business needs.
• The work schedule is Monday to Friday, 8 am to 5 pm PT. After completion of training the schedule may be adjusted based on business needs.
• Occasional compensated overtime may be available.
• You may interact with individuals experiencing trauma or crisis. There may be times when individuals struggle with managing their emotional responses.
• You may encounter situations requiring quick decision-making to ensure the safety of oneself or others.

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.

• Your application materials are used to determine your starting salary range. Please ensure that all education and experience you would like considered are included in your application materials. Note: Your resume and cover letter may be uploaded in the Resume/CV field on the online application. You can attach multiple files in this area at once.
• 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. If you are selected as the final candidate and a degree is listed as a minimum qualification for the position, please be prepared to provide verification of your completed education before moving forward in the hiring process.
• Artificial Intelligence (AI) Usage: The use of outside resources such as Artificial Intelligence 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.

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

Please contact the recruiter for accommodation requests under the Americans with Disabilities Act (ADA), and application or Job-specific questions.

Please include the job requisition number: REQ-189188.

• Recruiter: Amanda Alvarado.
• Email: AMANDA.K.ALVARADO@odhs.oregon.gov
• Phone (call or text): 541-709-8695.