Benefits Support Staff (Public Benefits Specialist, Entry) (Bilingual English/Spanish Encouraged)

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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! Our Oregon Department of Human Services (ODHS) Oregon Eligibility Partnership (OEP) St Helens team is seeking a talented individual who is dedicated to providing quality customer service through a trauma informed lens at our Aging and People with Disabilities office (APD). If you are looking for a meaningful career that serves Oregon’s most vulnerable community members, apply today to join our team!

Bilingual Encouraged – English & Spanish

You do not need to be bilingual to apply or be considered for this position. If you are bilingual, we encourage you to apply! We serve diverse communities and recognize the importance of serving people in their preferred language. If you’re interested in using your bilingual language skills, you may qualify for a 5% bilingual differential pay increase after successfully passing the language proficiency test.

Summary of Duties

Oregon Eligibility Partnership (OEP) is a program within ODHS that determines eligibility for people living in Oregon who apply for medical, food, cash and childcare benefits through the ONE eligibility system. OEP plays critical part of the eligibility process that moves beyond integration and equality, to focus on equity of services and providing timely, accurate, and necessary eligibility determinations through a person-centered approach.

As a Benefits Support Staff team member you will:

• Be the first face of contact in the office for Oregonians and provide a welcoming environment for individuals and families to interact with the department.

• Support the infrastructure of the office by supporting the day-to-day operation.

• Assisting Oregonians through a trauma informed lens in person, over the phone and via email.

• Provide front desk assistance, answer phone calls, and guide clients to the right services.

• Distribute mail, handle case transfers, and manage emails.

• Schedule appointments and issue financial negotiables like Electronic Benefits Transfer (EBT) cards and checks.

• Review all applications, paperwork, and documentation submitted in person or electronically for completeness and accuracy.

• Document all interactions and records through the ONE and TRACS system.

• Maintain an organized and clean work area, ensuring efficient lobby flow and customer service.

• Use various computer systems and databases to manage information for the agency and clients.

Minimum Qualifications

• 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.

Essential Attributes

We are looking for candidates with:

• Experience providing front-line customer service in a high-volume reception or front desk environment.

• Experience interviewing, obtaining, and evaluating information for customers to access services.

• Experience adapting communication styles to effectively convey complex rules, regulations and procedures.

• Experience maintaining organization, while swiftly adapting to shifting priorities and new responsibilities.

• Experience providing compassionate, patient support to customers experiencing financial or emotional stress while maintaining professionalism.

Attention all candidates! Clearly describe how you meet the minimum qualifications and essential attributes in your application materials. Your application materials will determine if you are selected to move forward in the selection process. Please include detailed work and education history.

• 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.

• The use of outside resources such as Artificial Intelligence software during applicant skill assessments, examinations, and/or interviews is prohibited unless otherwise stated by the hiring agency. Unauthorized use of outside resources during the hiring process will result in disqualification.

• The State of Oregon does not request or require your age, date of birth, attendance or graduation dates from an educational institution during the application process.

Working Conditions

• Duties for this role will be performed in an office setting.

• Occasional travel is required for attending meetings, trainings, and supporting work in other offices as needed.

• The work schedule is Monday to Friday, 8 am to 5 pm PT, with possible fluctuations based on service needs.

• There may be rare requirements for compensated overtime, including evenings and weekends.

• You may interact with individuals experiencing trauma or emotional distress. There may be times when individuals have difficulties with managing their emotional responses.

• You may meet situations requiring quick decision-making to ensure your safety or the safety of others.

• Substantial time will be spent stationary while operating a computer.

Background Checks and Requirements

• If selected as a finalist, we will conduct a criminal history and background check. Adverse criminal history or background check may lead to disqualification. Additional background check information.

• 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.

Benefits

• ODHS Employee Resource Group communities that promote shared learning.

• Cost of Living Adjustments.

• Annual salary increases (until you reach the top of the listed salary range).

• Amazing benefits package.

• Possible eligibility for the Public Service Loan Forgiveness Program.

Employment Preference

Veterans’ and Oregon National Guard preference:

• Eligible Veterans and Oregon National Guard servicemembers (current and former) who meet the qualifications of the position will be awarded candidate preference. For more information, please visit Veterans Resources.

General Information

• This is a permanent, full-time position and is represented by the Service Employees International Union (SEIU).

• This recruitment may be used to fill future vacancies in the same classification.

Contact Information

We invite you to contact the recruiter for accommodation requests under the Americans with Disabilities Act (ADA), application questions or job-specific questions.

• The recruiter for this position is Cris Jansen. If you contact the recruiter, please include the job requisition number: REQ-198846.

• Email: Crista.jansen@odhs.oregon.gov