Benefits Support Staff (Public Benefits Specialist, Entry)

State of Oregon • Albany, NY

3d • Onsite

About The Position

The Oregon Department of Human Services is hiring a Benefits Support Staff member to work in person at its Albany office. The role provides a welcoming first point of contact for individuals and families seeking assistance and helps customers access programs and services that support their health, stability, and well-being. Support is provided in person, online, and by telephone. The position is permanent and full-time, and is represented by the Service Employees International Union (SEIU). The work schedule is generally 8:15 a.m. to 5:15 p.m., Monday through Friday.

The successful candidate will help customers apply for medical, cash assistance for families (TANF), domestic violence services (TA-DVS), food benefits (SNAP), childcare assistance (ERDC), and long-term care. The role involves collecting initial information, answering questions, providing case-status updates and sharing information about community resources. It also includes financial transaction tracking and accounting, and use of multiple computer systems to document information, generate notices, coordinate internal communications, and access policies and resources.

The position calls for a compassionate, organized, adaptable approach in a fast-paced, high-volume environment. Staff interact with people from diverse backgrounds, including individuals experiencing trauma or emotional or financial challenges, and are expected to communicate with professionalism, empathy, and respect. Reliable attendance is required, and policies, programs, procedures, and technology may change over time.

Requirements

• Two years of experience working in a reception area or call center interviewing to obtain information or providing customer service, involving a high volume of work such as data entry, checking application completeness and accuracy, or completing documents; OR an associate degree in Behavioral Science, Social Science, or a closely related field and six months of such reception-area or call-center experience; OR an equivalent combination of education, training, and experience relative to the class concept.
• Ability to adapt communication for clients of diverse ages, cultures, and abilities in person or by phone, ensuring clear understanding and respectful engagement.
• Experience using computers for email, online information searches, data entry or retrieval, and learning new web-based applications.
• Experience accurately entering data and reviewing documents to identify and correct errors or missing information.
• Experience collaborating with team members to accomplish shared goals, coordinate work, and adapt to different perspectives or work approaches.
• Experience handling confidential or sensitive information according to established policies and procedures.
• Experience providing customer service to people experiencing traumatic stress, including using de-escalation techniques to address concerns and support positive outcomes.
• Reliable and consistent attendance to support customers and team operations.
• Flexibility and adaptability as policies, programs, procedures, and technology change.
• If selected as a finalist, the candidate must complete a criminal history and background check. Authorization to work in the United States is required; the department does not offer visa sponsorship.

Responsibilities

• Create a welcoming and supportive environment for customers interacting with the department.
• Greet and assist customers and colleagues using a trauma-informed approach.
• Collaborate with a team that rotates tasks to meet changing office needs.
• Assist customers applying for medical, TANF, TA-DVS, SNAP, ERDC, and long-term care programs and services.
• Gather initial information in person, by telephone, and through the online applicant portal.
• Provide case-status updates, answer questions, and share information about available community resources.
• Track, issue, and account for financial transactions and required actions.
• Manage a high volume of work in a fast-paced environment.
• Use multiple computer systems to document customer information, generate notices, coordinate internal communications, and access policies, procedures, and other resources.

Benefits

• ODHS Employee Resource Group communities that promote shared learning.
• Cost of Living Adjustments.
• Annual salary increases until the top of the listed salary range is reached.
• Amazing benefits package.
• Possible eligibility for the Public Service Loan Forgiveness Program.
• Veterans’ and Oregon National Guard preference for eligible candidates who meet the position qualifications.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree