Branch Operation Specialist (Public Benefits Specialist, Entry) Dallas

About the role

The Oregon Department of Human Services seeks a Branch Operation Specialist (Public Benefits Specialist, Entry) to join the team. This position supports the Oregon Eligibility Program, which aims to connect individuals to vital services.

Responsibilities

• 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.

Requirements

• 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

• Experience providing good customer service and interpreting/applying/explaining rules and regulations.
• Experience providing general program information.
• Experience using good communication skills to interact with individuals of a diverse population.
• Experience applying critical thinking skills.
• Experience using problem solving techniques to de-escalate situations.
• Experience scheduling appointments and navigating computer databases, data entry with attention to detail.

Benefits

• Cost of Living Adjustments.
• Annual salary increases (until you reach the top of the listed salary range).
• Awesome benefits package.
• Possible eligibility for the Public Service Loan Forgiveness Program.