Branch Operations Support (Public Benefits Specialist, Entry) Bilingual English & Spanish Preferred

Initial posting: 08/13/2026 • Application deadline: 08/20/2026 • Agency: Department of Human Services

About the role

The Oregon Department of Human Services is 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.

While fluency in English and Spanish is not required, preference will be given to bilingual candidates who possess this valuable skill.

Responsibilities

• Serve as the first point of contact in the office by delivering professional, respectful, and culturally responsive customer service while fostering an inclusive, equitable, and discrimination-free environment for clients, coworkers, and community partners.
• 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.
• Connect individuals and families with community resources and support services.

Requirements

• Two years of experience working in a reception area or call center either interviewing to obtain information or providing customer service in a high-volume environment (e.g., data entry, ensuring information on applications is complete and accurate, completing necessary documents).
• 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.

Skills

• Experience providing front-desk customer service and communicating complex information, policies, and procedures clearly and professionally to diverse audiences, both verbally and in writing.
• Experience gathering and assessing information from customers to identify needs and determine appropriate services or resources.
• Experience scheduling appointments, explaining rules, regulations, and procedures for programs/services for individuals and vulnerable populations in high-volume environments using person-centered, trauma-informed practices.
• Experience maintaining accuracy and attention to detail when processing, entering, and verifying data.
• Experience applying crisis intervention and conflict resolution techniques to de-escalate emotionally charged situations, ensuring the safety and well-being of clients, families, and staff while maintaining a calm and professional demeanor.
• Ability to learn and adapt to new tasks, workflows, and computer systems with minimal supervision, demonstrating quick uptake and consistent accuracy.

Working Conditions

• Fast-paced, high-volume office environment with cubicles; work may be frequently interrupted, and noise levels can be high.
• Schedule: Monday–Friday, 8:00 am–5:00 pm in Hillsboro, 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.
• 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 uses E-Verify.
• Applicants may be asked to complete a driving record review as part of the pre-employment background check. A driving record that does not meet agency standards will not disqualify an applicant 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 servicemembers (current and former) who meet the qualifications will be awarded candidate preference. Learn more about Veterans Resources.