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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!  Do you enjoy helping people navigate complex situations and connect with resources that can make a difference in their lives? As a Benefits Support Staff, you’ll be a welcoming first point of contact for individuals and families seeking assistance and an important part of a team committed to serving the community.

In this role, you’ll provide in-person, online, and telephone assistance while helping customers access programs and services that support their health, stability, and well-being. If you’re compassionate, organized, and enjoy working with people in a fast-paced environment, we want to hear from you!

As a Benefits Support Staff, you will work in the Albany office assisting individuals and families of your community in-person.

Summary of Duties

As a Benefits Support Staff, you will:

• Create a welcoming and supportive environment for customers interacting with the department.
• Greet and assist customers and colleagues using a trauma-informed approach.
• Work collaboratively with a team that rotates tasks to meet the changing needs of the office.
• Assist customers applying for programs and services, including medical, cash assistance for families (TANF), domestic violence services (TA-DVS), food benefits (SNAP), childcare assistance (ERDC), and long-term care.
• Gather initial information from customers in person, by telephone, and through the online applicant portal; provide case status updates, answer questions, and share information about available community resources.
• Perform financial duties, including tracking, issuing, and accounting for financial transactions and required actions.
• Manage a high volume of work in a fast-paced environment while using multiple computer systems to document customer information, generate notices, coordinate internal communications, and access policies, procedures, and other resources.

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 adapting communication for clients of diverse ages, cultures, and abilities over the phone or in-person, ensuring clear understanding and respectful engagement.
• Experience using computers to communicate by email, search for information online, enter or retrieve data, and learn new web-based applications.
• Experience accurately entering data and reviewing documents to identify and correct errors or missing information.
• Experience collaborating with team members to accomplish shared goals, coordinate work, and adapt to different perspectives or work approaches.
• Experience handling confidential or sensitive information in accordance with established policies and procedures.
• Experience providing customer service to individuals experiencing traumatic stress, including using de-escalation techniques to address concerns and support positive outcomes.

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.
• 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.
• 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 generally be 8:15 a.m. – 5:15 p.m., Monday – Friday.
• Your work will be conducted in person in the Albany office.
• Your work may include extended periods of sitting at a computer or using a telephone throughout the workday.
• Your work will involve interacting with a diverse range of people, including individuals who may have experienced trauma or may be navigating emotional or financial challenges. You will need to approach these interactions with professionalism, empathy, and respect.
• Your work will require reliable and consistent attendance to support customers and maintain team operations.
• Your work will require flexibility and adaptability as policies, programs, procedures, and technology evolve and change over time.

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 Heather Whelan. If you contact the recruiter, please include the job requisition number: REQ-208817.
• Email: Heather.S.Whelan@odhs.oregon.gov
• Phone (call or text): 503-979-8682