Family Services Specialist I/II
About The Position
This customer service eligibility specialist position serves clients of Adult and Family Services (AFS) in Claremore, Oklahoma. The role provides first-contact resolution for clients who conduct business through the virtual eligibility center or online platforms. Customer contact is handled primarily by phone, including incoming and outgoing calls. The position is designed for telework/work from home, but requires in-person office training for the first 120 days. Employees are evaluated on performance before beginning full-time work from home, and telework is subject to Agency Director approval. Mandatory in-office training includes JumpSTARt Training at a regional training facility; travel and lodging for this training are paid. Occasional travel is required. In-person training is provided. The specialist interviews clients and processes electronic applications and renewals for AFS programs, including SNAP, Child Care, and Medical. The role involves interpreting and applying policies and procedures, documenting casework clearly, and independently performing complex tasks. The ideal candidate demonstrates customer service, flexibility, and organizational skills in a fast-paced environment. Annual salary is $37,440 for Level I (H14A) or $40,248 for Level II (H14B), plus full state employee benefits. A valid driver's license and required car insurance must be maintained. This is a position in the Oklahoma Civil Service. OKDHS is a Fair Chance Employer.
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 of education and experience, substituting one year of experience in a professional business, public sector, or social work environment for each year of the bachelor's degree; or two years of experience as a Family Services Specialist.
- Must possess a valid driver's license and maintain required car insurance.
- Must attend mandatory in-office training, including JumpSTARt Training at a regional training facility.
- Must complete in-person office training for the first 120 days and undergo a performance evaluation before working from home full-time.
- Must obtain Agency Director approval for telework.
Nice To Haves
- Previous call center experience may be preferred.
- Customer service, flexibility, and organizational skills are identified as desirable.
Responsibilities
- Interview clients.
- Process electronic applications and renewals for SNAP, Child Care, and Medical programs.
- Interpret and apply 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 customer contact primarily by phone, including incoming and outgoing calls.
Benefits
- Full state employee benefits.
- Travel and lodging paid for mandatory JumpSTARt Training.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
