Support Staff (Public Benefits Specialist, Entry) Bilingual English/Spanish Preferred Not Required
About The Position
The Oregon Department of Human Services is hiring a Support Staff member for its Oregon Eligibility Partnership in the North Bend office. The Oregon Eligibility Partnership determines eligibility for people in Oregon applying for medical, food, cash, and childcare benefits through the ONE eligibility system. The role supports daily office operations and serves as a first point of contact for customers visiting the office or calling by telephone. The work emphasizes timely and accurate service, equity, a person-centered approach, and trauma-informed customer interactions. The position assists customers applying for medical, cash for families (TANF), Domestic Violence services, food benefits (SNAP), childcare assistance (ERDC), and long-term care services. It also obtains initial information in person, by phone, and through the online applicant portal; provides case-status updates and answers inquiries; shares information about accessing community resources; and supports financial tracking, issuing, and accounting duties. Staff use computer programs to track customer details, generate system notices, coordinate internal communication, and document or reference procedures, policies, and processes. The position is permanent, full-time, and based in person at the ODHS North Bend office. The schedule is 8:00 a.m. to 5:00 p.m., Monday through Friday. Candidates must have a valid driver’s license and acceptable driving record. Spanish-English bilingual ability is preferred but not required; candidates who pass proficiency tests receive a 5% bilingual differential. A criminal history and background check will be conducted for finalists.
Requirements
- A valid driver’s license and acceptable driving record.
- Two years of experience in a reception area or call center interviewing to obtain information or providing customer service, involving high-volume work such as data entry, verifying application information, or completing necessary documents; OR an associate degree in Behavioral Science, Social Science, or a closely related field and six months of experience in a busy reception area or call center interviewing to obtain information or providing customer service; OR an equivalent combination of education, training, and experience relative to the class concept.
- Experience de-escalating people experiencing heightened emotions.
- Experience adapting communication style to explain complex processes or outcomes to people with diverse communication and learning styles.
- Basic computer and search engine knowledge, email communication skills, and ability to learn new web-based platforms.
- Attention to detail, particularly in data entry and document review.
- Ability to collaborate with a diverse team with differing work styles and personalities.
- Experience handling confidential information with professionalism and maintaining high standards of honesty and integrity.
Nice To Haves
- Bilingual English and Spanish communication skills to provide information, explain services or procedures, and assist clients or customers; bilingual ability is preferred but not required.
Responsibilities
- Help create a welcoming environment for families interacting with the department.
- Greet and assist customers and colleagues using a trauma-informed approach.
- Collaborate with a team that rotates tasks to meet office business needs.
- Assist customers applying for medical, TANF, Domestic Violence, SNAP, ERDC, and long-term care services.
- Obtain initial customer information in person, by telephone, and through the online applicant portal.
- Provide case-status updates, answer inquiries, and share information about accessing community resources.
- Track, issue, and account for financial actions and requirements.
- Complete high-volume work using computer programs to track customer details, generate system notices, coordinate internal communication, and document or reference procedures, policies, and processes.
Benefits
- ODHS Employee Resource Group communities that promote shared learning.
- Cost of Living Adjustments.
- Annual salary increases until the top of the listed salary range is reached.
- Amazing benefits package.
- Possible eligibility for the Public Service Loan Forgiveness Program.
- 5% bilingual differential pay upon passing tests evaluating English and Spanish proficiency.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
