Benefits Support Staff (Public Benefits Specialist, Entry)
About The Position
The Oregon Department of Human Services is hiring a Benefits Support Staff member to assist individuals and families in the Albany office. The role is an in-person first point of contact for people seeking assistance, providing support by phone, online, and in person to help customers access programs and services related to health, stability, and well-being. The employee works collaboratively in a fast-paced office where tasks rotate to meet changing needs and uses a trauma-informed, respectful approach when interacting with customers, including people facing emotional or financial challenges.
Requirements
- Two years of experience working in a reception area or call center interviewing to obtain information or providing customer service, involving high-volume work such as data entry, checking applications for completeness and accuracy, or completing necessary documents; OR an associate degree in Behavioral Science, Social Science, or a closely related field and six months of experience in a busy reception area or call center interviewing to obtain information or providing customer service; 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 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 individuals experiencing traumatic stress, including using de-escalation techniques.
- Reliable and consistent attendance.
- Flexibility and adaptability as policies, programs, procedures, and technology change.
- Authorization to work in the United States; 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 programs, TANF, TA-DVS, SNAP, ERDC, and long-term care.
- Gather initial customer information in person, by telephone, and through the online applicant portal.
- Provide case status updates, answer questions, and share information about 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
