1 Customer Service Guide (Human Services Specialist 1), Spanish language required Job in Madras, OR

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Customer Service Guide (Human Services Specialist 1), Spanish language required

Department of Human Services

Madras, OR | Full Time

$54k-70k (estimate)

2 Months Ago

Customer Service Guide (Human Services Specialist 1), Spanish language required

$54k-70k (estimate)

Full Time | Public Administration 2 Months Ago

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Department of Human Services is Hiring a Customer Service Guide (Human Services Specialist 1), Spanish language required Near Madras, OR

Initial Posting Date:

03/22/2024

Application Deadline:

04/04/2024

Agency:

Department of Human Services

Salary Range:

$3,006 - $4,338

Position Type:

Employee

Position Title:

Customer Service Guide (Human Services Specialist 1), Spanish language required

Job Description:

Nos enorgullece ser un empleador que ofrece igualdad de oportunidades. Estamos trabajando de manera activa para crear una agencia equitativa junto a Equity North Star como guía y continuar nuestra visión de ser una agencia sin racismo, discriminación ni sesgo. Creemos que los equipos en los que todos pueden mostrarse de manera auténtica son fundamentales para crear una fuerza laboral próspera que pueda brindarle un mejor servicio a la comunidad. Invitamos a los miembros de grupos raciales o étnicos históricamente subrepresentados, mujeres, personas con discapacidades, veteranos, miembros de la comunidad LGBTQIA2S y otras personas a presentar una solicitud.

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!

Oregon Department of Human Services (ODHS), A place to belong and make a difference!

When you join the
ODHS
, you join a community of over 10,000 employees dedicated to serving and helping Oregonians achieve wellbeing and independence through opportunities that protect, empower, respect choice, and preserve dignity.
Connect with ODHS Employee Resource Groups (ERGs) and find a place to belong, build community and participate in shared learning. ERGs are employee-driven committees that support each other as well as the ODHS’ overall mission and vision.
We are committed to building an antiracist and equitable agency. Equity is foundational to our role as a human services agency, and we are committed to integrating equity into all we do. The
Equity North Star
has four points that explain the agency's goals related to equity, inclusion, and racial justice.
We know that life is unpredictable and ODHS cares about keeping you well. Enjoy a work-life balance, 11 paid holidays a year, flexible work schedules, and
competitive benefits packages
including health, dental, vision and much more!

¡Queremos que te unas a nuestro equipo de Madras!

We are seeking a talented individual to serve as a Spanish/English bilingual Customer Service Guide (Human Services Specialist 1) at our Madras, Oregon office. In this role you will aid individuals and families seeking services from our agency programs and resources in-person, over the phone and online.

This position requires fluency in both Spanish and English languages. We offer bilingual differential pay, which is an extra 5% of the employee’s base pay upon passing test(s) evaluating your proficiency in Spanish.

What you need to qualify / Minimum qualifications:

Two years of experience either interviewing to obtain personal or technical information or substantial people contact. This experience must have involved a high volume of paperwork (e.g., assuring information on forms is complete and accurate, completing necessary documents, etc.).
College-level courses may be substituted for the experience on a year-for-year basis.
Bilingual Spanish/English language skills (the job offer will be contingent upon passing test(s) evaluating your proficiency in the bilingual requirements of the position).

Essential attributes:

Customer focus: Experience providing customer service in a professional environment to a high volume of diverse customers in a manner that demonstrates active listening and compassion.
Commitment to team: Demonstrated commitment to developing relationships that establish trust, approachability, and flexibility amongst individuals with diverse learning and communication styles. Inclusive and respectful of others’ contributions and ideas.
Computer skills: Adept in usage and functionality of computers, web browsers, Microsoft programs, quality keyboarding and multiline telephone. Experience using multiple systems in tandem for research and tracking details for each customer or case.
Communication: Experience explaining technical information such as rules or procedures verbally and in writing to individuals and groups who are unfamiliar with the subject and/or learn and communicate differently than you.
Initiative: Experience meeting or exceeding specific goals and objectives; independently identifying, assessing and resolving barriers or inefficiencies.

To be considered for an interview, your application and/or resume must clearly show that you meet the minimum qualifications and describe which of the essential attributes you possess. Your application and/or resume will be used when completing a pay equity assessment. The pay equity assessment determines your pay rate/salary step, so complete and detailed history of work, education, and other experience is helpful.

Your duties at a glance:

The Self Sufficiency Program mission is to provide a safety net, family stability and a connection to careers that guide Oregonians out of poverty. The Self Sufficiency Offices help with food benefits (SNAP), cash for families (TANF), childcare assistance (ERDC), medical, refugee services, and domestic violence services.

As a Customer Service Guide, you will be the first face of contact in most offices for customers either entering the physical office or virtually through the online application portal or telephone communication. This position will contribute to the welcoming environment as families interact with the department. In supporting the day-to-day operations of the office, this position will primarily:

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.

Working conditions:

Work schedule is 8 a.m. – 5 p.m., Monday – Friday.
Work is conducted on-site at the Madras ODHS branch office; this is not a remote work or hybrid work position.
Experience constant contact with the public, including contact with customers experiencing emotional and financial stress.
Experience high volume of computer work, using various computer programs in a fast-paced team environment.
Priorities and procedures may change daily and requires the ability to be flexible in application of procedures.

Application instructions & requirements:

Your work history profile, cover letter (optional), and resume are the perfect opportunity to highlight your interest in the position and demonstrate your skills, lived and/or work experience that shows you are an excellent candidate for the position.

Please upload a resume or complete the work history profile. Note: Your resume and cover letter may be uploaded in the Resume/CV field on the online application.
Current State of Oregon employees: Apply via your employee Workday account.
If you are not a current State of Oregon employee, view this
application instructional video
.
After you submit your application, you will have additional tasks to complete in Workday. Please continue to check your Workday account throughout the recruitment process.

Additional requirements:

Finalists for this position will be subject to a computerized criminal history and abuse check. Adverse background information will be reviewed and could result in withdrawal of a conditional job offer or termination of employment.
The Oregon Department of Human Services does not offer visa sponsorship. Within three days of hire, you will be required to complete the US Department of Homeland Security’s I-9 form confirming authorization to work in the United States. ODHS will use E-Verify to confirm that you are authorized to work in the United States.
May require a valid driver’s license or other acceptable method of transportation.

Helpful information:

This position is represented by the Service Employees International Union (SEIU).
This recruitment may be used to fill future vacancies.
The salary listed is the non-PERS qualifying salary range. If the successful candidate is PERS qualifying, the salary range will reflect the additional 6.95%. Please review the
Classification and Compensation
page for more details, or you may
visit our website
for information on Pay Equity.
Have questions about Workday or want some tips on understanding the state application process? Check out our
Oregon job opportunities
page.
If you need an accommodation under the Americans with Disabilities Act, have questions or need assistance with the application process, please email Alissa Walker at
alissa.walker@odhs.oregon.gov
or call/text her at 503-519-1807. Please be sure to include the job requisition number.