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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! In a state where support should be a right, not a privilege, the Oregon Eligibility Program is breaking down barriers and redefining how we connect individuals to the vital services they deserve.

Bilingual English/Spanish Preferred

This recruitment has a bilingual in English/Spanish Preference but not required.  You need not be bilingual to qualify for this position.

If chosen for the bilingual preference, you would be required to pass test(s) evaluating your proficiency in the bilingual preference for this position. Upon passing the test(s), you will receive 5% bilingual differential pay. 

Summary of Duties

The Branch Operations Specialist (Public Benefits Specialist, Entry) provides assistance to individuals and families seeking services by providing specialized assistance on behalf of program staff. This position helps to guide customers of Self Sufficiency Programs (SSP) through the sharing of rules, policies, procedures, and programs by performing case aid duties in collaboration with other branch staff. This position also may assist customers in meeting emergent needs for SNAP and issues authorized payments for services.

As a Branch Operation Specialist, you will:

• Create a welcoming environment for the public with friendly, respectful, professional, and courteous service.
• Answer phones with appropriate phone system when covering phones, including answering client’s questions regarding programs and case specific information.
• Input of incoming tasks into database and create working batches.
• Process administrative tasks in One System related to eligibility.
• Explain procedures, including such things as applying for benefits, providing documentation, and requesting grievance or hearings.
• Perform specialized activities requiring independent judgment to make decisions or select a course of action based on laws, rules, policies, and procedures within TANF, SNAP, ERDC, or TA-DVS and medical.
• Screen eligibility potential for all ODHS programs and provide applicants with procedural information to apply for said programs.

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.
• Experience with intermediate-level digital tools and platforms, including Microsoft Word, Microsoft Excel, email systems, and web-based applications; able to efficiently navigate, research, reconcile, and validate data across multiple online sources.

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 make sure your application materials, resume and job history, are clearly outlined as this information will be used to determine your starting salary range. If you are selected as the final candidate and a degree is listed as a minimum qualification for the position, please be prepared to provide verification of your completed education before moving forward in the hiring process. Note: Your resume and cover letter may be uploaded in the Resume/CV field on the online application.

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

• Your work schedule will be 8:00 a.m. – 5:00 p.m., Monday – Friday Pacific Standard Time (PST). Occasional overtime may be available.
• Employees in these positions may be required to work a flexible work schedule as a condition of employment. This is understood to mean that the hours of work may vary and could include evenings and weekends under certain circumstances.
• Travel may be required to meet business needs or to attend employee training classes.
• Must possess a valid driver's license and acceptable driving record to use state vehicles. Reasonable accommodations per the ADA or creative solutions in certain cases may be used to meet this need.
• This position is assigned to the Store Front Office incumbent will be working in an office environment in-person. The office is constructed of cubicles, so work is often interrupted, and noise level is sometimes high.
• You will interact with a wide range of people including some who have experienced trauma and may exhibit challenges in controlling their emotions. 
• You may encounter stressful situations that require quick decision-making to ensure safety of yourself and others.  
• Fast paced environment with constantly evolving policies and procedures.
• Repetitive motions, prolonged sitting, and daily computer and technology use.
• High volume of computer work/keyboarding in a fast-paced team environment.

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’ preference:

• Veterans’ preference information.
• How to submit your Veteran documents for preference.

Please do not attach your Veterans’ preference documentation in the Resume/CV field of your application.

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 Gregory Azure. If you contact the recruiter, please include the job requisition number.

• Email: Gregory.P.Azure@odhs.oregon.gov
• Phone (call or text): 503-509-6443