Family Services Specialist I/II

About the role

This position is located in Ponca City, Oklahoma. The role is a customer service eligibility specialist providing world-class service to clients of Adult and Family Services. The ideal candidate demonstrates customer service, flexibility, and organizational skills while working in a fast-paced environment. All customer contact is handled primarily via phone, including incoming and outgoing calls.

Pay

• Level I (H14A): $37,440.00 annual salary + Full State Employee Benefits
• Level II (H14B): $40,248.00 annual salary + Full State Employee Benefits

Schedule

• Travel is occasional; must possess a valid driver's license and maintain required car insurance.
• This position is designed for telework/work from home; however, the employee will train in an office setting (in person) for the first 120 days and will be evaluated on performance before working from home full-time.
• All telework positions are subject to Agency Director approval.
• Must attend mandatory in-office training, including JumpSTARt Training located at a regional training facility (travel and lodging paid).

Qualifications

Level I

• Two (2) years of experience performing administrative support, recordkeeping, customer service, or client service functions in a call center, business, healthcare, public sector, or social services environment; OR
• An equivalent combination of education and experience, substituting thirty semester hours of college for each year of the required experience.

Level II

• Bachelor's degree; OR
• Associate's degree plus two (2) years of experience performing administrative support, recordkeeping, customer service, or client service functions in a call center, business, healthcare, public sector, or social services environment; OR
• An equivalent combination of education and experience, substituting one (1) year of experience in professional business, public sector, or social work environment for each year of the bachelor's degree; OR
• Two (2) years of experience as a Family Services Specialist.

Preference may be given to applicants with previous call center experience.

Responsibilities

• Interviewing, processing electronic applications, and renewals for all AFS programs (SNAP, CHILD CARE, and MEDICAL).
• Interpreting and applying policy and procedures.
• Providing clear documentation of casework.
• Independently performing complex tasks.
• Providing first contact resolution for clients who prefer to conduct business through the virtual eligibility center or online platforms.

OKDHS is a Fair Chance Employer. This is a position in the Oklahoma Civil Service. Announcement Number: 26-GH212 83005041/JR66832. For questions, contact DHS.Careers@okdhs.org.