Public Benefits Specialist Entry

State of Oregon•Albany, NY

15d•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. Opportunity awaits! Would you like a career that is both rewarding and provides an opportunity for career growth? If you have experience providing customer service in a fast-paced environment while obtaining information for needed services, then this may be the position for you! A Cover Letter is required. If you do not submit a Cover Letter, your application will be declined. Summary of Duties As a Customer Service Guide / Public Benefits Specialist Entry, you will be the first point of contact for customers entering the physical office or connecting virtually through the online applicant portal or by telephone. This position supports the day-to-day operations of the office.

Requirements

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.

Nice To Haves

Experience adapting communication style to explain complex processes and/or outcomes to people with diverse communication and learning styles.
Experience with technical skills that include basic computer and search engine knowledge, email communication and learning new web-based platforms.
Experience conducting work that requires attention to detail, particularly with data entry and reviewing documents.
Experience working collaboratively with others as part of a diverse team who may have different work styles and personalities.
Experience handling confidential information with unwavering professionalism, holding self and others to high standards of honesty and integrity.

Responsibilities

Contribute to a welcoming environment as families interact with the department.
Greet and assist customers and colleagues through a trauma-informed lens.
Assist customers who are applying for programs such as medical, cash for families (TANF), Domestic Violence services, food benefits (SNAP), childcare assistance (ERDC), and long-term care services.
Obtain initial information from customers in-person, by phone and via our online applicant portal to provide status updates about their case, answer other inquiries and provide information on how to access community resources.
Work within a team that collaboratively rotates tasks to support the business needs of the office.
Complete a high volume of work in a fast-paced environment using various computer programs to track customer details, generate system notices, coordinate internal communication, and document or reference procedures, policies and processes.