• Job Description

  Req#: REQ-142647

  Initial Posting Date:

  11/22/2023

  Application Deadline:

  12/06/2023

  Agency:

  Department of Human Services

  Salary Range:

  $2,823 - $4,073

  Position Type:

  Employee

  Position Title:

  Human Services Specialist 1 - Customer Service Guide. Virtual Eligibility Cohort. (VEC)

  Job Description:

  Job Description:

  We want you to join our team!

  Would you like to be part of a high-quality front-line eligibility support team that will provide outstanding assistance to help Oregonians out of poverty? Do you have experience with a high volume of customer contact or working with individuals to obtain information? Then we want to hear from you!

  Do you have bilingual language skills in English and Spanish, Russian, or Vietnamese? If so, you are encouraged to apply! Bilingual differential pay is provided to positions that encourage to use a language other than English to fulfill their job duties within their position. This position does not require bilingual language skills but there is a need in the communities that we serve, and all are encouraged to apply.

  The Office of Self Sufficiency, which is part of the Oregon Department of Human Services (ODHS), is looking to hire individuals that deliver excellent customer service and want to contribute to a welcoming environment as a Call Center Operations Support in Lane County. In this role you will aid individuals and families seeking services for our agency programs and resources.

  This position is in our Virtual Eligibility Center (VEC) and provides assistance to Oregonians over the phone. The work schedule for this position is 9:00-6:00 or 10:00-7:00 M-F. The selected candidate may be approved a hybrid schedule to telework after all training has been completed in-office. Teleworking staff are required to come into the office for ongoing trainings, meetings, and reviews.

  ODHS, A place to belong and make a difference !

  When you join the ODHS team, you join a community of nearly 10,000 employees dedicated to serving Oregon’s most vulnerable populations.

  Our Mission is to help Oregonians in their own communities achieve wellbeing and independence through opportunities that protect, empower, respect choice, and preserve dignity.

  At ODHS you…

  • Find connections through Employee Resource Groups (ERGs); officially chartered groups organized around shared cultural identity(ies) to support historically underrepresented ODHS employees.
  • Become a RiSe Champion while making ODHS a better place to work and serve our communities. Through RiSe, we are intentional about our culture to ensure we lead with our mission, vision, and values, the Equity North Star and our commitment to being a trauma-informed organization.
  • Grow your career through FREE leadership training, ample career pathways, and committee participation opportunities.
  • Enjoy work/life balance, 11 paid holidays a year, flexible work schedules, and competitive benefits packages.

  To learn more about our agency, click here.

  ABOUT THE SELF SUFFICIENCY PROGRAMS:

  The Self Sufficiency Offices help with food benefits (SNAP), cash for families (TANF), childcare assistance (ERDC), medical, refugee services, and domestic violence services. Self-Sufficiency Programs Mission: To provide a safety net, family stability and a connection to careers that guide Oregonians out of poverty.

  WHAT WILL YOU BE DOING:

  As the first face of contact in most field offices for Oregonians either entering the physical office or virtually through the online application portal or telephone communication, this position will contribute to the welcoming environment as families interact with the department.

  In supporting the day-to-day operations of the office, this position will primarily:

  • Support the infrastructure of the branch office.
  • Work with Oregonians to support the online Oregon Eligibility system, for SNAP, TANF, and ERDC and Medicaid, by phone or/and in person to resolve any questions or concerns.
  • Assisting Oregonians through a trauma informed lens.
  • Supports the business support functions within the office.
  • Providing support to branch staff in supporting the work and the families using the case aid model.

  WORKING CONDITIONS:

  • Experience constant contact with the public, including contact with and possibly de-escalating customers experiencing emotional and 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.
  • May require a valid driver’s license or other acceptable method of transportation.

  WHAT YOU NEED TO QUALIFY:

  • 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. A photocopy of your transcripts must be attached to your application materials if using college courses to meet the minimum qualifications. (Associate degree in any of the listed areas substitutes for 18 months of experience. Bachelor's degree substitutes for three (3) years of experience. Master's degree substitutes for four (4) years of experience. Doctorate degree substitutes for five (5) years of experience.)
  • Individuals with bilingual language skills are encouraged to apply but is not a requirement for this position. Bilingual differential pay is contingent upon passing test(s) evaluating your proficiency in a language other than English.

  You must clearly show that you meet the minimum qualifications in your application or resume, to be considered for an interview. Your application or resume will be used in determining what pay salary step you fall in with the pay equity assessment.

  ESSENTIAL ATTRIBUTES: Successful candidates will possess these technical/soft skills. You do not need to have all these attributes to be considered for this opening; however, the most competitive candidates will have experience with most of them.

  Customer Service: Experience providing calm, clear, and professional customer service to a high volume of diverse individuals in a manner that demonstrates active listening and compassion.

  Managing high volume of work: Displays ability to organize work efficiently, prioritize multiple tasks, meet obligations with deadlines, and produce high quality results.

  Communication: Experience gathering information from individuals for a program or service and explaining complex rules, regulations, or procedures to people of diverse backgrounds and situations.

  Dedication to teamwork: Demonstrates commitment to developing relationships that establish trust, approachability, and collaboration amongst individuals with diverse learning and communication styles. Inclusive and respectful of others’ contributions and ideas.

  Computer skills: Adept in usage and functionality of computers, web browsers, Microsoft programs, quality keyboarding, and multiline telephone systems. Ability to learn and use multiple systems in tandem for research, communication, and tracking customer information.

  Adaptable/ongoing learner: Demonstrates ability to apply lessons-learned to varying environments and situations; welcome constructive feedback and suggestions to strengthen work performance.

  Conflict resolution: Experience assessing situations quickly and de-escalating effectively, viewing conflict as an opportunity to find common ground and foster cooperation without disruption to workflow or interpersonal relationships.

  ADDITIONAL REQUIREMENTS:

  • Successful candidates for this position will be subject to a computerized criminal history and abuse check. Adverse background information will be reviewed and could result in withdrawal of a conditional job offer or termination of employment.
  • The Oregon Department of Human Services does not offer visa sponsorship. Applicants who require VISA sponsorship will not be considered at this time. 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.
  • May require a valid driver’s license or other acceptable method of transportation.

  HOW TO APPLY

  Your work history profile, cover letter, and resume are the perfect opportunity to highlight your interest in the position and showcase your skills and experience that make you the best candidate for the position.

  • A cover letter is required. Attach a cover letter that demonstrates how you meet the qualifications, requirements, and essential attributes for the position.
  • Please upload a resume or complete the work history profile. Note: Your resume and cover letter may be uploaded in the Resume/CV field on the online application.
  • Current State of Oregon employees: Apply via your employee Workday account.
  • If you are not a current State of Oregon employee, view this application instructional video .
  • After you submit your application, you will have additional tasks to complete in Workday. Please continue to check your Workday account throughout the recruitment process.

  Additional requirements:

  • Finalists for this position will be subject to a computerized criminal history and abuse check. Adverse background information will be reviewed and could result in withdrawal of a conditional job offer or termination of employment.
  • 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.

  Helpful information

  • This is Permanent / Full Time position and is This position is represented by the Service Employees International Union (SEIU).

  • This recruitment may be used to fill future vacancies.
  • Have questions about Workday, and want some tips on understanding the state application process? Check out our Oregon job opportunities page.
  • If you need an accommodation under the Americans with Disabilities Act (ADA), have questions or need assistance with the application process, please contact via brent.lawrence@odhs.oregon.gov
  • Please be sure to include the position number.

  We are committed to inclusive excellence by advancing equity and diversity in all that we do. We are an Affirmative Action/Equal Opportunity employer and 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.

• About the company

  Oregon (/ˈɒrɡən/ ORR--gən) is a state in the Pacific Northwest region on the West Coast of the United States.

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