Benefits Support Staff (Public Benefits Specialist, Entry) Preferred not required English/Spanish

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.

Are you fluent in English and Spanish? Our diverse communities benefit from bilingual support. While not a requirement, preference will be given to candidates who possess this valuable skill.

We are currently seeking a Benefits Support Staff to join our Aging & People with Disabilities (APD) team in our office in Canby, Oregon. Our vision is that Oregon’s older adults, people with disabilities and their families experience person-centered services, supports and early interventions that are innovative and help maintain independence, promote safety and well-being, honor choice, respect cultural preferences and uphold dignity. The services provided help people access the supports they need to live their best lives — in the communities they choose and at every stage of life.

About the role

As the first face of contact in the office, you will deliver professional, respectful, and culturally responsive customer service while fostering an inclusive, equitable, and discrimination-free environment for clients, coworkers, and community partners.

Responsibilities

• Manage administrative operations including phone and email communications, mail processing, electronic records management, task tracking, meeting coordination, and data entry in agency systems.
• Provide eligibility support by explaining benefits, notices, program requirements, application procedures, and available community resources, while maintaining accurate case documentation.
• Apply agency policies, procedures, and regulations to make informed decisions, maintain case records, and ensure accurate and timely processing of client services.
• Conduct work that requires attention to detail, particularly with data entry and reviewing documents.
• Adapt communication style to explain complex information such as rules or procedures verbally and in writing to diverse audiences.
• Provide customer service to vulnerable communities that is person-centered and trauma-informed.
• Evaluate resources and recommend services for diverse populations.

Requirements

• Two (2) 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 role.
• Experience with Microsoft Word, Excel, email systems, digital databases, answering phones, and data entry.

Essential Attributes

• Attention to detail, particularly with data entry and reviewing documents.
• Ability to adapt communication style to explain complex information (e.g., rules or procedures) verbally and in writing to diverse audiences.
• Experience providing customer service to vulnerable communities that is person-centered and trauma-informed.
• Experience evaluating resources and recommending services for diverse populations.

Working Conditions

• Work in a fast-paced, high-volume office environment with cubicles, where work is often interrupted and noise levels can be high.
• Schedule: Monday - Friday, 8 am - 5 pm in Canby, OR. Occasionally, compensated overtime may be required or voluntary, including evening and weekend work.
• Frequent communication with Oregon residents over the phone and in-person, including individuals who have experienced trauma and may be in emotional or financial distress.
• May require sitting at a terminal or telephone for prolonged periods.
• Consistent attendance and flexibility/adaptability are essential due to a changing environment with regular policy, program, and technical adjustments.

Background Checks

• If selected as a finalist, a criminal history and background check will be conducted. Adverse findings may lead to disqualification.
• 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 uses E-Verify for this process.
• Driver record screening may be part of the pre-employment background check. A driving record that does not meet agency standards will not disqualify you unless driving is an essential function of the position.

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).
• Comprehensive benefits package.
• Possible eligibility for the Public Service Loan Forgiveness Program.

Pay

Salary range: $3,798 - $4,954 per month.

Additional Information

• This is a permanent, full-time position represented by the Service Employees International Union (SEIU).
• This recruitment may be used to fill future vacancies in the same classification.
• Veterans’ and Oregon National Guard preference eligible candidates who meet the qualifications will be awarded candidate preference.