Benefits Support Staff (Public Benefits Specialist, Entry)
About The Position
The Oregon Department of Human Services (ODHS) Oregon Eligibility Partnership (OEP) Enterprise team is seeking a talented individual who is dedicated to providing quality customer service through a trauma informed lens. This position serves Oregon’s most vulnerable community members. The position is located in the city of Enterprise, in rural eastern Oregon, and requires daily in-office work. The OEP program determines eligibility for people applying for medical, food, cash, and childcare benefits through the ONE eligibility system. OEP focuses on equity of services and providing timely, accurate, and necessary eligibility determinations through a person-centered approach.
Requirements
- Two (2) 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 (6) 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.
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.
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
