Benefits Support Staff (Public Benefits Specialist, Entry)

State of Oregon•Eugene, OR

1d•Onsite

About The Position

The Oregon Department of Human Services is proud to be an Equal Opportunity Employer. We are guided by our Equity North Star and our vision for a positive RiSE organizational culture that advances equity and diversity. We encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQIA2S+ community members, and others to help us achieve our vision of a diverse and inclusive community. Opportunity awaits! Do you enjoy helping people navigate complex situations and connect with resources that can make a difference in their lives? As a Benefits Support Staff, you’ll be a welcoming first point of contact for individuals and families seeking assistance and an important part of a team committed to serving the community. In this role, you’ll provide in-person, online, and telephone assistance while helping customers access programs and services that support their health, stability, and well-being. If you’re compassionate, organized, and enjoy working with people in a fast-paced environment, we want to hear from you! As a Benefits Support Staff, you will work in the Eugene office assisting individuals and families of your community in-person.

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 adapting communication for clients of diverse ages, cultures, and abilities over the phone or in-person, ensuring clear understanding and respectful engagement.
Experience using computers to communicate by email, search for information online, enter or retrieve data, and learn 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 in accordance with established policies and procedures.
Experience providing customer service to individuals experiencing traumatic stress, including using de-escalation techniques to address concerns and support positive outcomes.

Responsibilities

Create a welcoming and supportive environment for customers interacting with the department.
Greet and assist customers and colleagues using a trauma-informed approach.
Work collaboratively with a team that rotates tasks to meet the changing needs of the office.
Assist customers applying for programs and services, including medical, cash assistance for families (TANF), domestic violence services (TA-DVS), food benefits (SNAP), childcare assistance (ERDC), and long-term care.
Gather initial information from customers in person, by telephone, and through the online applicant portal; provide case status updates, answer questions, and share information about available community resources.
Perform financial duties, including tracking, issuing, and accounting for financial transactions and required actions.
Manage a high volume of work in a fast-paced environment while using multiple computer systems to document customer information, generate notices, coordinate internal communications, and access policies, procedures, and other resources.