Public Benefits Specialist - Entry | Bilingual Preferred English/Spanish

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.

This position is located in the Ontario office, which serves rural Eastern Oregon. As a Public Benefits Specialist – Entry, you will be the first face of contact in most field offices for Oregonians and provide a welcoming environment for families to interact with the department. Your work will directly empower Oregonians to rise above poverty by facilitating access to vital services that foster equity and well-being through the Oregon Eligibility Partnership.

Responsibilities

• Provide in-person, phone, or email support to Oregonians to resolve questions or concerns related to the online Oregon Eligibility system for ODHS, Oregon Health Authority (OHA), and Department of Early Learning and Care (DELC) programs.
• Assist Oregonians through a trauma-informed lens.
• Support day-to-day office operations and assist with business functions within the office.
• May be assigned financial duties, including tracking, issuing, and accounting for all financial actions and requirements needed.

Minimum Qualifications

• 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, 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 customer service to a diverse clientele.
• Skilled in handling, collecting, and safeguarding confidential and sensitive information.
• Demonstrated ability to adapt communication styles to effectively convey complex rules, regulations, and procedures to diverse audiences.
• Proficient in navigating various digital platforms, such as Microsoft Word, Excel, email systems, and online search tools.
• Experienced in accurately entering and verifying detailed data.
• Demonstrated expertise in supporting customers facing financial or emotional hardship with professionalism, empathy, and compassion.
• Bilingual proficiency in English and Spanish is considered a tiebreaker among equally qualified finalists.

Working Conditions

• Traditional work week, Monday–Friday.
• May provide coverage to other offices or out-stationed sites within the district.
• Constant contact with the public, including de-escalating customers experiencing emotional and financial stress.
• High volume of computer work using various programs in a fast-paced team environment.
• Priorities and procedures may change daily; requires flexibility in applying procedures.
• Position works in a storefront office.

Background Checks and Requirements

• If selected as a finalist, a criminal history and background check will be conducted; adverse results may lead to disqualification.
• The Oregon Department of Human Services does not offer visa sponsorship.
• Within three days of hire, completion of the US Department of Homeland Security’s I-9 form confirming authorization to work in the United States is required; E-Verify will be used to confirm work authorization.
• May require a valid driver’s license or other acceptable method of transportation.

Benefits

• ODHS Employee Resource Group communities that promote shared learning.
• Cost of Living Adjustments.
• Annual salary increases until reaching the top of the listed salary range.
• Comprehensive benefits package.
• Possible eligibility for the Public Service Loan Forgiveness Program.

Employment Preference

Veterans’ and Oregon National Guard Preference Eligible: Veterans and Oregon National Guard servicemembers (current and former) who meet the qualifications of the position will be awarded candidate preference. For more information, please visit Veterans Resources.