Operations Support (Public Benefits Specialist, Entry) Bilingual Spanish & English Required

State of Oregon•Woodburn, OR

4d•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. Bilingual requirement English and Spanish This position requires duties to be completed in both English and Spanish . The job offer will be contingent upon passing test(s) evaluating your proficiency in the bilingual requirements of the position. This position may receive a 5% differential pay based on passing the required language test. Opportunity awaits! Are you passionate about engaging with families and communities? Are you committed to ensuring the well-being of others and offering them support? Would you enjoy working with a team that is dedicated to serving children, families, and communities? If so, we’d love to hear from you! Summary of Duties As an Operations Support, you will: Provide assistance to individual and families seeking services by providing specialized assistance on behalf of program staff. This position helps to guide customers of Self Sufficiency Programs (SSP) through the sharing of rules, policies, procedures, and programs by performing case aid duties in collaboration with other branch staff. This position also may assist customers in meeting emergent needs for SNAP and issues authorized payments for services. In a professional, respectful manner, create a welcoming environment for the public (over the telephone, in person in the lobby, at the counter and by written correspondence) by exploring the purpose of the contact and how we can be of assistance. Review applications, forms or other documents for compliance with program criteria and completeness including appropriate documentation if necessary. Schedule interview, home visit, referral appointments. Set up and maintain appointment schedules for multiple workers. Issues support service payments on behalf of the Family Stability Coach as authorized in the case plan. Perform specialized record processing activities requiring independent judgment to make decision or select a course of action based on laws, rules, policies and procedures within TANF, SNAP, ERDC or TA-DVS. Utilize the State’s Electronic Document Management System by scanning necessary documents to electronically store, manage and access case files.

Requirements

Bilingual in Spanish and English.
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 respectful, person-centered customer service by actively listening, communicating clearly, responding appropriately to individual needs, and following through to resolve questions or concerns.
Experience working with people from diverse backgrounds, perspectives, and lived experiences by recognizing individual needs and adapting approaches to promote inclusive interactions.
Experience collaborating with others by communicating effectively, contributing to shared goals, and supporting a respectful and productive team environment.
Experience recognizing and considering others’ perspectives, feelings, and needs while responding with patience, respect, and understanding.
Must possess a valid driver's license and acceptable driving record to use state vehicles.

Nice To Haves

A COVER LETTER IS PREFERRED.

Responsibilities

Provide assistance to individual and families seeking services by providing specialized assistance on behalf of program staff.
Guide customers of Self Sufficiency Programs (SSP) through the sharing of rules, policies, procedures, and programs by performing case aid duties in collaboration with other branch staff.
Assist customers in meeting emergent needs for SNAP and issues authorized payments for services.
Create a welcoming environment for the public (over the telephone, in person in the lobby, at the counter and by written correspondence) by exploring the purpose of the contact and how we can be of assistance.
Review applications, forms or other documents for compliance with program criteria and completeness including appropriate documentation if necessary.
Schedule interview, home visit, referral appointments.
Set up and maintain appointment schedules for multiple workers.
Issue support service payments on behalf of the Family Stability Coach as authorized in the case plan.
Perform specialized record processing activities requiring independent judgment to make decision or select a course of action based on laws, rules, policies and procedures within TANF, SNAP, ERDC or TA-DVS.
Utilize the State’s Electronic Document Management System by scanning necessary documents to electronically store, manage and access case files.