Benefits Support Staff (Public Benefits Specialist, Entry) (Bilingual English/Spanish Encouraged)
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) St Helens team, part of ODHS, is seeking a dedicated individual to provide quality customer service through a trauma-informed lens at their Aging and People with Disabilities (APD) office. This role is crucial for serving Oregon's vulnerable community members. OEP is a program within ODHS responsible for determining eligibility for medical, food, cash, and childcare benefits through the ONE eligibility system. The program focuses on equity of services and providing timely, accurate, and necessary eligibility determinations using a person-centered approach. Bilingual English/Spanish speakers are encouraged to apply and may qualify for a 5% bilingual differential pay increase after passing a language proficiency test.
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.); OR
- 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; OR
- An equivalent combination of education, training, and experience relative to the class concept.
- 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.
Nice To Haves
- Bilingual English/Spanish language skills
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.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
