Customer Service Guide (Human Services Specialist 1), Bilingual Vietnamese/English Required - 1[...]

State of Oregon; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

The State of Oregon is seeking a bilingual Customer Service Guide to enhance the Oregon Eligibility Partnership. This position requires excellent customer service skills, with a focus on supporting diverse Oregonians seeking vital assistance programs. Ideal candidates will have experience in high-volume customer interactions, active listening, and the ability to provide compassionate support in a fast-paced, remote environment.

Benefits

ODHS Employee Resource Group

Cost of Living Adjustments

Annual salary increases

Comprehensive benefits package

Eligibility for Public Service Loan Forgiveness Program

Qualifications

• Two years of customer service experience with a high volume of diverse customers.
• Experience adapting communication style for diverse audiences.
• Experience using multiple systems in tandem for customer research.

Responsibilities

• Assist individuals and families seeking services with specialized assistance.
• Greet and assist customers either in person or through online portals.
• Provide culturally appropriate services in a trauma-informed manner.

Skills

Customer Service

Active Listening

Conflict Resolution

Compassion

Cultural Awareness

Education

College-level courses substituting for experience

Tools

Microsoft Programs

Web Browsers

Job description

Initial Posting Date:

06/02/2025

Application Deadline:

06/09/2025

Agency:

Department of Human Services

Salary Range:

'$3,429.00 - $4,622.00'

Position Type:

Employee

Position Title:

Customer Service Guide (Human Services Specialist 1), Bilingual Vietnamese/English Required - 1 Vacancy

Job Description:

The Oregon Department of Human Services is proud to be an Equal Opportunity Employer. We are guided by ourEquity North Starand our vision for a positiveRiSE organizational culturethat 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.

Bilingual Requirement :

To qualify for this position, you must be bilingual in Vietnamese and English. The job offer will be contingent upon passing test(s) evaluating your proficiency in the bilingual requirements for this position. Upon passing the test(s), you will receive 5% bilingual differential pay of the employee’s base pay .

Opportunity awaits! Would you like the opportunity to make a positive impact on Oregonians in need of support and resources? Would you enjoy working with a diverse team that collaborates and learns together in service of children, families, and communities? If so, step into a role where your efforts directly empower Oregonians to rise above poverty—become a key player in the Oregon Eligibility Partnership and facilitate access to vital services that foster equity and well-being.

Summary of Duties

Oregon Eligibility Partnership (OEP) is a program within ODHS that determines eligibility for people living in Oregon who apply for medical, food, cash and childcare benefits through the ONE eligibility system.OEP plays a critical part of the eligibility process that moves beyond integration and equality, to focus on equity of services and providing timely, accurate, and necessary eligibility determinations through a person-centered approach.

As a Customer Service Guide, you will:

• Helping individuals and families seeking services by providing specialized assistance on behalf of program staff.

• Providing a safety net, family stability and a connection to careers that guide Oregonians out of poverty. The primary focus of OEP – Oregon Eligibility Partnership Program is helping and working with Oregonians and they can now apply and have access to life-changing programs such as food benefits (SNAP), cash for families (TANF), childcare assistance (ERDC), medical, refugee services, and domestic violence services and long-term care services in-person, by phone and via our online applicant portal to answer case status and other inquiries; provide information on how to access community resources. This position may also provide support the day-to-day functions through distribution of e-mail and case transfers.

• The first face of contact in most offices for customers either entering the physical office or virtually through the online application portal or telephone communication. This position will contribute to the welcoming environment as families interact with the department in supporting the day-to-day operations of the office.

• Primarily greet and assist Oregonians through a trauma-informed lens.

• Working within a team that collaboratively rotates tasks to support the business needs of the office, tasks may include scheduling intakes for all programs, financial functions and customer service.

• Actively seeking to provide culturally appropriate services where individuals are treated respectfully, compassionately and effectively in a manner that recognizes, affirms and values the worth of children, individuals, families and communities, protecting and preserving the dignity of each. This includes: culture, language; national origin; class; race; age; ethnic background; disability; stages of development; religion; gender; sexual orientation and other differences or diversity factors.

Minimum Qualifications

• Two years of experience either interviewing to obtain personal or technical information or substantial people contact.This experience must have involved a high volume of paperwork (e.g., assuring information on forms is complete and accurate, completing necessary documents, etc.).

• College-level courses may be substituted for the experience on a year-for-year basis.

Essential Attributes

We are looking for candidates with:

• Experience providing customer service to a high volume of diverse customers in a manner that demonstrates active listening and compassion by providing information and referrals by telephone.

• Experience communicating with resolving conflicts/disputes with customers and developing meaningful relationships with colleagues that foster trust, inclusivity, and respect.

• Experience with computer skills, adept in usage and functionality of computers, web browsers, Microsoft programs, quality keyboarding and multiline telephone, email communication and learning new web-based platforms (Scheduling Benefits appointments by phone).

• Experience using multiple systems in tandem for research and tracking details for each customer or case and eliciting information from applicants/recipients for a program/service.

• Experience adapting communication style to explain complex information such as rules or procedures verbally and in writing to diverse audiences including groups who are unfamiliar with the subject and/or learn and communicate differently than you.

• Experience meeting or exceeding specific goals and objectives; independently identifying, assessing, and resolving barriers or inefficiencies.

• Experience handling confidential or sensitive situations and information with unwavering professionalism, holding self and others to high standards of honesty and integrity.

• Demonstrated knowledge of ODHS Core-values, Equity North-Star and willingness to engage in this work.

Attention all candidates! Clearly describe how you meet the minimum qualifications and essential attributes in your application materials. Your application materials will determine if you are selected to move forward in the selection process. During the pay equity assessment, the information provided on your application will determine your starting salary - please include detailed work and education history.

Please upload a resume or complete the work history profile. Note: Your resume and cover letter may be uploaded in the Resume/CV field on the online application.

After you submit your application, you will have additional tasks to complete in Workday. Please continue to check your Workday account throughout the recruitment process.

Working Conditions

• Your typical work schedule will be Monday – Friday , 10:00 a.m. – 7:00 p.m. Pacific Standard Time (PST).

• This position is fully remote .

• You may interact with a wide range of people including some who have experienced trauma and may exhibit challenges in controlling their emotions that may require quick decision-making to ensure the safety or themselves and others.

• Fast-paced position that includes a high volume of individual and family contact.

• Potentially, you may have required overnight travel to attend statewide meetings, trainings and Coverage.

• Priorities and procedures may change daily and requires the ability to be flexible in application of procedures. The work schedule for this position will be determined by business need.

Background Checks and Requirements

• If selected as a finalist, we will conduct a criminal history and background check. Adverse criminal history or background check may lead to disqualification. Additional background check information.

• 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 will use E-Verify to confirm that you are authorized to work in the United States.

• Must have a valid driver's license and acceptable driving record. If no driver's license, must be able to provide alternate method of transportation.

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.

Employment Preference

Veterans’ preference:

• Veterans’ preference information.

• How to submit your Veteran documents for preference. Please do not attach your Veterans’ preference documentation in the Resume/CV field of your application.

General Information

• This is a permanent, full-time position and is represented by the Service Employees International Union (SEIU).

• This recruitment may be used to fill future vacancies in the same classification.

• The salary listed is the non-PERS qualifying salary range (AA-Rate). If the successful candidate is PERS qualifying, the salary range will reflect the additional 6.95% (AP-Rate). Please review the Classification and Compensation page for more details, or you may visit our website for information on Pay Equity.

• The use of outside resources such as Artificial Intelligence software during applicant skill assessments, examinations, and/or interviews is prohibited unless otherwise stated by the hiring agency. Unauthorized use of outside resources during the hiring process will result in disqualification .

Contact Information

We invite you to contact the recruiter for accommodation requests under the Americans with Disabilities Act (ADA), application questions or job-specific questions.

• The recruiter for this position is Dereen Jalal . If you contact the recruiter, please include the job requisition number: REQ-174841.

• Email: [e-mail]

• Phone (call or text): 503-910-7744