Public Benefits Specialist - Entry | Bilingual Required 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.

Position details

Position Type: Employee
Salary Range: $3,798 – $4,954 per month
Work location: Gresham office
Bilingual Requirement: English and Spanish required; passing a speaking test is required for hire and results in a 5% bilingual differential pay.

Summary of duties

• Be the first face of contact in most field offices for Oregonians and provide a welcoming environment for families.
• Support the day-to-day operation of the office.
• Assist Oregonians in person, by phone, or by email with the online Oregon Eligibility system for ODHS, Oregon Health Authority (OHA), and Department of Early Learning and Care (DELC) programs.
• Resolve questions or concerns through a trauma-informed lens.
• May be assigned financial desk responsibilities.
• Provide support for the business functions within the office.

Minimum qualifications

• Bilingual in Spanish and English.
• Two years of experience working in a reception area or call center either interviewing to obtain information or providing customer service, with a high volume of work (e.g., data entry, assuring information on applications is complete and accurate, completing necessary documents).
• OR an associate degree in Behavioral Science, Social Science, or a closely related field AND six months of the above-described experience.
• OR an equivalent combination of education, training, and experience relative to the class concept.

Essential attributes

• Experience providing front-line customer service in a high-volume, fast-paced reception or front desk environment.
• Proven ability to adapt communication styles to effectively convey complex rules, regulations, and procedures to diverse audiences.
• Demonstrated expertise in supporting customers facing financial or emotional hardship with professionalism, empathy, and compassion.
• Skilled in accurately entering and verifying detailed data.
• Skilled in handling, collecting, and safeguarding confidential and sensitive information.
• Proficient in navigating various digital platforms, such as Microsoft Word, Excel, email systems, and online search tools.

Working conditions

• Traditional Monday–Friday work week with an 8:15 am–5:15 pm shift after training.
• 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, requiring flexibility in application of procedures.