Family Services Specialist I/II
About The Position
The Family Services Specialist provides customer service and eligibility support to clients of Adult and Family Services. The role handles interviews and processes electronic applications and renewals for SNAP, child care, and medical programs. It interprets and applies policies and procedures, documents casework clearly, and independently performs complex tasks. The specialist provides first-contact resolution for clients using the virtual eligibility center or online platforms. Customer contact is primarily by phone, including incoming and outgoing calls. The position is located in Ardmore, Oklahoma, and is designed for telework/work from home. The employee must complete in-person office training for the first 120 days and will be evaluated on performance before transitioning to full-time work from home. 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. A valid driver's license and required car insurance must be maintained. 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 complete the initial 120 days of in-person office training and meet performance requirements before transitioning to full-time work from home; telework requires Agency Director approval.
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 to clients using the virtual eligibility center or online platforms.
- Handle client 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
