Branch Operation Specialist (Public Benefits Specialist, Entry) Dallas

State of Oregon•Dallas, TX

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! In a state where support should be a right, not a privilege, the Oregon Eligibility Program is breaking down barriers and redefining how we connect individuals to the vital services they deserve. Summary of Duties As a Branch Operation Specialist, you will: Create a welcoming environment for the public with friendly, respectful, professional, and courteous service. Answer phones with appropriate phone system when covering phones, including answering client’s questions regarding programs and case specific information. Input of incoming tasks into database and create working batches. Process administrative tasks in One System related to eligibility. Explain procedures, including such things as applying for benefits, providing documentation, and requesting grievance or hearings. Perform specialized activities requiring independent judgment to make decisions or select a course of action based on laws, rules, policies, and procedures within TANF, SNAP, ERDC, or TA-DVS and medical. Screen eligibility potential for all ODHS programs and provide applicants with procedural information to apply for said programs.

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 good customer service and interpreting/applying/explaining rules and regulations.
Experience providing general program information.
Experience using good communication skills to interact with individuals of a diverse population.
Experience applying critical thinking skills.
Experience using problem solving techniques to de-escalate situations.
Experience scheduling appointments and navigating computer databases, data entry with attention to detail.

Responsibilities

Create a welcoming environment for the public with friendly, respectful, professional, and courteous service.
Answer phones with appropriate phone system when covering phones, including answering client’s questions regarding programs and case specific information.
Input of incoming tasks into database and create working batches.
Process administrative tasks in One System related to eligibility.
Explain procedures, including such things as applying for benefits, providing documentation, and requesting grievance or hearings.
Perform specialized activities requiring independent judgment to make decisions or select a course of action based on laws, rules, policies, and procedures within TANF, SNAP, ERDC, or TA-DVS and medical.
Screen eligibility potential for all ODHS programs and provide applicants with procedural information to apply for said programs.