Customer Service Guide (Human Services Specialist 1)

Department Of Human Services•Salem, OR

73d•$3,429 - $4,622•Hybrid

About The Position

Customer Service Guide (Human Services Specialist 1) REQ-189303 Multiple vacancies (b ilingual English/Spanish required) Salary Range: $ 3,429 - $ 4,622 Salem (4600 25th Ave NE) 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. To qualify for this position, you must be bilingual in both English and Spanish. The job offer will be contingent upon passing test(s) evaluating your proficiency in the bilingual requirements for this position. Upon passing the test(s), you will receive 5% bilingual differential pay of the employee's base pay. OPPORTUNITY AWAITS! Would you like the opportunity to make a positive impact on Oregonians in need of support and resources? Would you enjoy working with a diverse team that collaborates and learns together in service of children, families, and communities? If so, step into a role where your efforts directly empower Oregonians to rise above poverty—become a key player in the Oregon Eligibility Partnership and facilitate access to vital services that foster equity and well-being. Summary of Duties Oregon Eligibility Partnership (OEP) is a program within ODHS that determines eligibility for people living in Oregon who apply for medical, food, cash and childcare benefits through the ONE eligibility system. OEP plays a critical part of the eligibility process that moves beyond integration and equality, to focus on equity of services and providing timely, accurate, and necessary eligibility determinations through a person-centered approach. As a Customer Service Guide , you will: Helping individuals and families seeking services by providing specialized assistance on behalf of program staff. Providing a safety net, family stability and a connection to careers that guide Oregonians out of poverty. The primary focus of OEP - Oregon Eligibility Partnership Program is helping and working with Oregonians and they can now apply and have access to life-changing programs such as food benefits (SNAP), cash for families (TANF), childcare assistance (ERDC), medical, refugee services, and domestic violence services and long-term care services in-person, by phone and via our online applicant portal to answer case status and other inquiries; provide information on how to access community resources. This position may also provide support the day-to-day functions through distribution of e-mail and case transfers. The first face of contact in most offices for customers either entering the physical office or virtually through the online application portal or telephone communication. This position will contribute to the welcoming environment as families interact with the department in supporting the day-to-day operations of the office. Primarily greet and assist Oregonians through a trauma-informed lens. Working within a team that collaboratively rotates tasks to support the business needs of the office, tasks may include scheduling intakes for all programs, financial functions and customer service. Actively seeking to provide culturally appropriate services where individuals are treated respectfully, compassionately and effectively in a manner that recognizes, affirms and values the worth of children, individuals, families and communities, protecting and preserving the dignity of each. This includes culture, language; national origin; class; race; age; ethnic background; disability; stages of development; religion; gender; sexual orientation and other differences or diversity factors.

Requirements

To qualify for this position, you must be bilingual in both English and Spanish.
Two years of experience either: interviewing to obtain personal or technical information or substantial people contact. This experience must have involved a high volume of paperwork (e.g., assuring information on forms is complete and accurate, completing necessary documents, etc.).
College-level courses may be substituted for the experience on a year-for-year basis. A photocopy of your transcripts must be attached to your application materials if using college courses to meet the minimum qualifications.
Customer Service : Experience providing high-volume customer service with active listening and compassion, offering information and referrals by phone to diverse individuals.
Professionalism & Integrity : Experience handling confidential or sensitive situations and information with unwavering professionalism, holding self and others to high standards of honesty and integrity.
Technical Proficiency : Proficient in using computers, Microsoft Office, web browsers, email, and multi-line phones; able to learn new web-based platforms and schedule appointments.
Multisystem Navigation : Skilled in using multiple systems simultaneously to research, track case details, and gather information from applicants or recipients.
Communication, Collaboration & Conflict Resolution : Ability to explain complex rules or procedures clearly in writing and verbally to diverse audiences, adapt communication style as needed, resolve disputes, and build respectful, inclusive relationships with colleagues.

Responsibilities

Helping individuals and families seeking services by providing specialized assistance on behalf of program staff.
Providing a safety net, family stability and a connection to careers that guide Oregonians out of poverty.
Answer case status and other inquiries; provide information on how to access community resources.
Provide support the day-to-day functions through distribution of e-mail and case transfers.
Greet and assist Oregonians through a trauma-informed lens.
Working within a team that collaboratively rotates tasks to support the business needs of the office, tasks may include scheduling intakes for all programs, financial functions and customer service.
Actively seeking to provide culturally appropriate services where individuals are treated respectfully, compassionately and effectively in a manner that recognizes, affirms and values the worth of children, individuals, families and communities, protecting and preserving the dignity of each.