Benefit Support Staff (Public Benefits Specialist, Entry)

State of Oregon•Madras, OR

7d•$3,798 - $4,954•Onsite

About The Position

The Oregon Department of Human Services is hiring a Benefits Support Staff member to provide office support and help create a welcoming environment for clients. The role includes serving as a front-desk contact, directing clients to appropriate services, supporting Tribal and Native communities, handling mail and case transfers, scheduling appointments, issuing EBT cards and checks, reviewing paperwork, documenting interactions in agency systems, and maintaining an organized work area. The position uses computer systems and databases to manage information for the agency and its clients. Work is performed in a local office, with occasional travel within the community to support other offices. The schedule is Monday through Friday, 8 a.m. to 5 p.m. The role may involve interacting with people experiencing trauma or emotional distress, and situations that require quick decisions to protect personal or others’ safety. Candidates with English and Spanish bilingual skills are preferred but bilingual ability is not required.

Requirements

Meet one of the following minimum qualification pathways: two years of experience working in a reception area or call center, interviewing to obtain information or providing customer service, involving high-volume work; or an associate degree in Behavioral Science, Social Science, or a closely related field and six months of experience in a busy reception area or call center interviewing to obtain information or providing customer service; or an equivalent combination of education, training, and experience relative to the class concept.
Experience providing information, referrals, and customer service to high-volume, diverse customer populations in person and by phone.
Experience communicating rules, procedures, and service information verbally and in writing; adapting communication methods to diverse audiences; and resolving customer concerns and workplace conflicts through direct communication and collaboration.
Experience building and maintaining professional working relationships with colleagues, partners, and customers.
Experience using computers, web browsers, Microsoft Office applications, email, multiline phone systems, and web-based platforms to schedule appointments and document customer interactions.
Experience handling confidential and sensitive information in accordance with established policies and procedures.
Experience applying integrity, respect, equity, and inclusion principles in customer service and workplace interactions, consistent with ODHS values and commitments.
Clearly describe qualifications and relevant work and education history in application materials.

Nice To Haves

Bilingual English and Spanish skills; preference is given to bilingual candidates.

Responsibilities

Provide front-desk assistance, answer phone calls, and guide clients to appropriate services.
Provide consultation, resources, and support for Tribal and Native communities.
Distribute mail, handle case transfers, and manage emails.
Schedule appointments and issue financial negotiables, including Electronic Benefits Transfer (EBT) cards and checks.
Review applications, paperwork, and documentation received in person or electronically for completeness and accuracy.
Document interactions and records using the ONE and TRACS systems.
Create a welcoming environment for the public through various forms of communication.
Maintain an organized and clean work area and support efficient lobby flow and customer service.
Use computer systems and databases to manage information for the agency and clients.