Public Benefits Specialist Entry. Spanish Preferred

State of Oregon•Roseburg, OR

4d•$4,051 - $5,298•Onsite

About The Position

The Oregon Department of Human Services (ODHS) is seeking a Public Benefits Specialist Entry to join their team in Roseburg, Oregon. This is an in-person position, not eligible for remote work. The role involves assisting Oregonians in accessing vital services such as medical, cash for families (TANF), Domestic Violence services, food benefits (SNAP), childcare assistance (ERDC), and long-term care services. The specialist will be the first point of contact for customers, contributing to a welcoming environment and assisting individuals through a trauma-informed lens. This position is recruited as bilingual preferred, with Spanish language skills being an advantage and eligible for differential pay. The role is permanent, full-time, and represented by the Service Employees International Union (SEIU).

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.
Demonstrated professional demeanor that delivers quality customer service daily by telephone, in writing or in person.
Experience in usage and functionality of computers, web browsers, databases, and programs such as Microsoft along with other general office equipment such as phone systems, copiers, scanners, fax, etc. Experience using multiple systems in tandem for research and tracking.
Experience conveying technical concepts, including complex rules, regulations, and procedures, to customers with diverse learning styles and varying levels of familiarity with the subject. Experience interpreting non-verbal cues, simplifying information into understandable components, utilizing relatable examples to illustrate intricate details, and confirming comprehension through active listening techniques.
Experience elevating all team member voices with inclusion. Experience building relationships with team members.
Experience independently reviewing and verifying information for the purpose of completing accurate data entry. Experience developing a comprehensive understanding of assignment to determine appropriate outcomes and follow up actions needed.
Experience using trauma aware and strength-based practices to create welcome. Experience assisting individuals with diverse experiences and cultural backgrounds. Experience providing equitable service to overcome barriers.

Nice To Haves

Bilingual language skills in English/Spanish

Responsibilities

Be the first face of contact in the ODHS offices for customers either entering the physical office or virtually through the online application portal or telephone communication.
Contribute to the welcoming environment as families interact with the department.
Greet and assist Oregonians through a trauma-informed lens.
Work with Oregonians 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 in-person, by phone and via our online applicant portal to answer case status and other inquiries; provide information on how to access community resources.
Work within a team that collaboratively rotates tasks to support the business needs of the office.