Public Service Representative 4 (PSR4) Two Positions (Current Oregon State Employees Only)

State of Oregon•Portland, OR

9d•Hybrid

About The Position

The Oregon Bureau of Labor and Industries (BOLI) is recruiting for two permanent, full-time Public Service Representative 4 (PSR4) positions within the Wage and Hour Division. This role is crucial for enforcing Oregon's wage and hour laws and protecting workers' rights. The PSR4 performs advanced problem-solving and case work, requiring independent judgment, research, analysis, and negotiation. They act as a liaison between the public and the agency, clarifying issues, resolving disputes, and ensuring fair application of wage and hour laws. Responsibilities include researching agency records, interpreting statutes, rules, and policies, determining jurisdiction, and providing information and assistance to employers, employees, and the public via phone, writing, and in person. The position involves preparing clear responses, routing inquiries, maintaining accurate records, and participating in ongoing training. This position may be eligible for a hybrid work schedule and is open to current Oregon State employees only.

Requirements

Three years of experience performing public contact and/or customer service duties comparable to the work of a Public Service Representative.
At least two years of this experience must include dealing with the public in-person or by phone providing information about services and programs; explaining rules, programs, and procedures; and/or providing assistance, explaining requirements, and gaining compliance.

Nice To Haves

Experience providing service in an area of specialization specific to the position opening.
Strong ability to research, analyze, and interpret laws, rules, and policies.
Skilled in resolving disputes through clear communication, negotiation, and sound judgment.
Demonstrated experience providing high quality customer service to diverse individuals and communities.
Experienced working in complex information in a clear, accurate, and accessible manner, both verbally and in writing.
Strong organizational skills, including maintaining detailed records and managing multiple inquiries or cases simultaneously.
Adaptability and willingness to learn, including staying current on program changes, new laws, and evolving procedures.

Responsibilities

Serve as a liaison between the public and the agency to clarify issues, resolve disputes, and ensure fair application of wage and hour laws.
Research agency records and interpret statutes, rules, orders, and policies to respond to case inquiries and determine jurisdiction.
Provide information and assistance to employers, employees, and the public by explaining laws, rules, and procedures by phone, in writing, and in person.
Prepare clear written responses, route inquiries appropriately, and support resolution of complex or sensitive issues.
Maintain accurate records of contacts, case information, and follow up actions in accordance with program requirements.
Participate in ongoing training to stay current on changes in laws, rules, policies, and program procedures.