Benefits Support Specialist (Public Benefits Specialist, Entry)

State of Oregon•Salem, OR

6d•$3,798 - $4,954•Onsite

About The Position

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! Would you like the opportunity to make a positive impact on Oregonians in need of support and resources? Would you enjoy working with a diverse team that collaborates and learns together in service of children, families, and communities? If so, step into a role where your efforts directly empower Oregonians to rise above poverty—become a key player in the Oregon Eligibility Partnership and facilitate access to vital services that foster equity and well-being. Summary of Duties Oregon Eligibility Partnership (OEP) is a program within ODHS that determines eligibility for people living in Oregon who apply for medical, food, cash and childcare benefits through the ONE eligibility system. OEP plays a critical part of the eligibility process that moves beyond integration and equality, to focus on equity of services and providing timely, accurate, and necessary eligibility determinations through a person-centered approach. This position is part of the EBT Replacement team. As a Public Benefits Specialist, Entry you will: Helping individuals and families seeking services by providing specialized assistance on behalf of program staff. Providing a safety net, family stability and a connection to careers that guide Oregonians out of poverty. The primary focus of OEP – Oregon Eligibility Partnership Program is helping and working with Oregonians and they can now apply and have access to life-changing programs such as food benefits (SNAP), cash for families (TANF), childcare assistance (ERDC), medical, refugee services, and domestic violence services 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. This position may also provide support the day-to-day functions through distribution of e-mail and case transfers. The first face of contact in most offices for customers 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. Primarily greet and assist Oregonians through a trauma-informed lens. Working within a team that collaboratively rotates tasks to support the business needs of the office, tasks may include scheduling intakes for all programs, financial functions and customer service. Actively seeking to provide culturally appropriate services where individuals are treated respectfully, compassionately and effectively in a manner that recognizes, affirms and values the worth of children, individuals, families and communities, protecting and preserving the dignity of each. This includes culture, language; national origin; class; race; age; ethnic background; disability; stages of development; religion; gender; sexual orientation and other differences or diversity factors.

Requirements

Two years of experience working in a reception area or call center either: interviewing to obtain information OR providing customer service
The above experience must have involved: a high volume of work (e.g., data entry, assuring information on applications is complete and accurate, completing necessary documents, etc.).
An associate degree in a Behavioral Science, Social Science or a closely related field AND six months of experience working in a busy reception area or call center either interviewing to obtain information or providing customer service.
An equivalent combination of education, training, and experience relative to the class concept.
Experience delivering high‑volume customer service with active listening, empathy, and clear communication.
Able to provide information and referrals by phone to people from diverse backgrounds.
Demonstrated ability to handle confidential or sensitive information with discretion.
Holds self to high standards of honesty and ethical conduct.
Comfortable using computers, Microsoft Office, email, web browsers, and multi-line phone systems.
Able to learn new web-based tools and use multiple systems at the same time to research, document, and locate information.
Able to explain rules, processes, or requirements clearly in writing and verbally.
Builds positive, inclusive working relationships.
Skilled in resolving misunderstandings or conflicts professionally.

Responsibilities

Helping individuals and families seeking services by providing specialized assistance on behalf of program staff.
Providing a safety net, family stability and a connection to careers that guide Oregonians out of poverty.
Answering case status and other inquiries; provide information on how to access community resources.
Distributing e-mail and case transfers.
Greeting and assisting Oregonians through a trauma-informed lens.
Scheduling intakes for all programs, financial functions and customer service.
Providing culturally appropriate services where individuals are treated respectfully, compassionately and effectively in a manner that recognizes, affirms and values the worth of children, individuals, families and communities, protecting and preserving the dignity of each.