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

About the role

The Oregon Department of Human Services seeks a Bilingual Spanish & English Operations Support (Public Benefits Specialist, Entry) to assist individuals and families seeking services, provide case aid duties, support Self Sufficiency Programs, and help customers with SNAP, TANF, ERDC, TA‑DVS programs. The role involves creating a welcoming environment, reviewing documents, scheduling appointments, issuing support service payments, processing records, and using the State’s Electronic Document Management System.

Responsibilities

• Provide assistance to individuals and families seeking services by providing specialized assistance on behalf of program staff.
• Guide customers of Self Sufficiency Programs (SSP) through sharing of rules, policies, procedures, and programs by performing case aid duties in collaboration with other branch staff.
• Assist customers in meeting emergent needs for SNAP and issue authorized payments for services.
• Create a welcoming environment for the public (telephone, in‑person lobby/counter, written correspondence) by exploring the purpose of the contact and how assistance can be provided.
• Review applications, forms, or other documents for compliance with program criteria and completeness, including appropriate documentation if necessary.
• Schedule interview, home visit, referral appointments; set up and maintain appointment schedules for multiple workers.
• Issue support service payments on behalf of the Family Stability Coach as authorized in the case plan.
• Perform specialized record processing 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.
• Utilize the State’s Electronic Document Management System by scanning necessary documents to electronically store, manage, and access case files.

Requirements

Must be bilingual in Spanish and English. The job offer is contingent upon passing a language proficiency test; a 5% differential pay may be awarded upon passing the test.

Minimum qualifications (one of the following):

• Two years of experience working in a reception area or call center either interviewing to obtain information or providing customer service, involving a high volume of work (e.g., data entry, ensuring application information is complete and accurate, completing necessary documents, etc.);
• 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;
• An equivalent combination of education, training, and experience relative to the class concept.

Skills

Essential attributes we are looking for:

• Experience providing respectful, person‑centered customer service by actively listening, communicating clearly, responding appropriately to individual needs, and following through to resolve questions or concerns.
• Experience working with people from diverse backgrounds, perspectives, and lived experiences by recognizing individual needs and adapting approaches to promote inclusive interactions.
• Experience collaborating with others by communicating effectively, contributing to shared goals, and supporting a respectful and productive team environment.
• Experience recognizing and considering others’ perspectives, feelings, and needs while responding with patience, respect, and understanding.

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.
• Veterans’ and Oregon National Guard Preference eligible.

Pay

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

Schedule

Work schedule: 8:15 a.m. – 5:15 p.m., Monday – Friday Pacific Standard Time (PST). Occasional overtime may be available; flexible work schedule may be required, potentially including evenings and weekends. Travel may be required for business needs or training. Must possess a valid driver's license and acceptable driving record to use state vehicles. Work is performed in‑person at a Store Front Office with cubicles; environment can be noisy and fast‑paced, with high volume of computer work/keyboarding.