Family Services Specialist I/II

Oklahoma Human Services•Idabel, OK

1d•$37,440 - $40,248•Remote

About The Position

This customer service eligibility specialist position serves clients of Adult and Family Services (AFS). The role is located in Idabel, Oklahoma, and is designed for telework/work from home, subject to Agency Director approval. The employee must complete 120 days of in-person office training and will be evaluated on performance before working from home full-time. Mandatory in-office training includes JumpSTARt Training at a regional training facility; travel and lodging for that training are paid. Occasional travel is required. The employee must have a valid driver's license and maintain required car insurance. The specialist provides first-contact resolution for clients using the virtual eligibility center or online platforms. Customer contact is handled primarily by phone, including incoming and outgoing calls. The role involves interviewing clients, processing electronic applications and renewals for SNAP, Child Care, and Medical programs, interpreting and applying policies and procedures, documenting casework clearly, and independently performing complex tasks. The annual salary is $37,440 for Level I (H14A) or $40,248 for Level II (H14B), plus full state employee benefits.

Requirements

Level I: Two years of experience performing administrative support, recordkeeping, customer service, or client service functions in a call center, business, healthcare, public sector, or social services environment; or an equivalent combination of education and experience, substituting 30 semester hours of college for each year of required experience.
Level II: A bachelor's degree; or an associate's degree plus two years of qualifying administrative support, recordkeeping, customer service, or client service experience; or an equivalent combination substituting one year of professional business, public sector, or social work experience for each year of the bachelor's degree; or two years of experience as a Family Services Specialist.
Must attend mandatory in-office training, including JumpSTARt Training at a regional training facility.
Must possess a valid driver's license and maintain required car insurance.
Must demonstrate customer service, flexibility, and organizational skills while working in a fast-paced environment.

Nice To Haves

Previous call center experience may be preferred.

Responsibilities

Interview clients and process electronic applications and renewals for SNAP, Child Care, and Medical programs.
Interpret and apply program policies and procedures.
Provide clear documentation of casework.
Independently perform complex tasks.
Provide first-contact resolution for clients using the virtual eligibility center or online platforms.
Handle client contact primarily by phone through incoming and outgoing calls.
Provide customer service to Adult and Family Services clients.