Benefits Support Staff (Public Benefits Specialist, Entry)

State of Oregon

1d•Onsite

About The Position

The Oregon Department of Human Services (ODHS) is an Equal Opportunity Employer committed to equity and diversity. The Oregon Eligibility Partnership (OEP) Enterprise team within ODHS is seeking a dedicated individual to provide quality customer service through a trauma-informed lens. This role is crucial for serving Oregon's most vulnerable community members by ensuring timely, accurate, and necessary eligibility determinations for medical, food, cash, and childcare benefits through a person-centered approach. The position is located in the Enterprise office in rural eastern Oregon, working daily to support the day-to-day operations and provide a welcoming environment for individuals and families interacting with the department.

Requirements

Two years of experience working in a reception area or call center either interviewing to obtain information or providing customer service. This 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

Nice To Haves

Experience providing front-line customer service in a high-volume reception or front desk environment
Experience interviewing, obtaining, and evaluating information for customers to access services
Experience adapting communication styles to effectively convey complex rules, regulations and procedures
Experience maintaining organization, while swiftly adapting to shifting priorities and new responsibilities
Experience providing compassionate, patient support to customers experiencing financial or emotional stress while maintaining professionalism
Experience with intermediate-level digital tools and platforms, including Microsoft Word, Microsoft Excel, email systems, and web-based applications; able to efficiently navigate, research, reconcile, and validate data across multiple online sources

Responsibilities

Be the first face of contact in the office for Oregonians and provide a welcoming environment for individuals and families to interact with the department
Support the infrastructure of the office by supporting the day-to-day operation
Assisting Oregonians through a trauma informed lens in person, over the phone and via email
Provide front desk assistance, answer phone calls, and guide clients to the right services
Distribute mail, handle 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
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