Family Services Specialist I/II

Oklahoma Department Of Human Services; Ardmore (OK); Hybrid; USD 37,000 - 40,000; Full time

Job summary

Oklahoma Department Of Human Services in Ardmore, Oklahoma seeks a Family Services Specialist I/II to deliver customer service and manage electronic applications for SNAP, Child Care, and Medical programs. The role supports in-person training for up to 120 days before telework is considered, with performance evaluations guiding remote work eligibility.

The position requires progressive qualifications from Level I to Level II, with opportunities for advancement and full state employee benefits.

Qualifications

• Level I requires two years of administrative support, recordkeeping, customer service, or client service in relevant environments; OR an equivalent combination of education and experience.
• Level II requires a bachelor’s degree; OR associate’s degree plus two years of relevant experience; OR substitute one year of professional experience per year of bachelor’s degree; OR two years as a Family Services Specialist.

Responsibilities

• Provide world-class customer service to Adult and Family Services clients; interview, process electronic applications and renewals for SNAP, CHILD CARE, and MEDICAL; interpret and apply policy and procedures; document casework.
• Provide first contact resolution for clients via our virtual eligibility center or online platforms; handle calls primarily by phone.

Skills

Customer service

Interpersonal skills

Communication

Time management

Education

Bachelor’s degree

Associate’s degree

Job description

Family Services Specialist I/II

This position is located in Ardmore, Oklahoma.

Annual Salary:

• Level I H14A: $37,440.00+ Full State Employee Benefits
• Level IIH14B: $40,248.00+ Full State Employee Benefits

Travel is occasional. Must possess a valid driver's license and maintain required car insurance.

In-person training will be provided.

Minimum Qualifications:

Level I:

• Education and Experience requirements consist of 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:

• Education and Experience requirements consist of a bachelor’s degree;
• OR an 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 Statement

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

Must attend mandatory in-office training, including JumpSTARt Training located at a regional training facility. (Travel and lodging paid).

This position is designed for telework/work from home; however, the employee will be training 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.

Job Responsibilities

• This position is for a customer service eligibility specialist who will provide world-class service to clients of Adult and Family Services. The ideal candidate would demonstrate customer service, flexibility, and organizational skills while working in a fast‑paced environment.
• Responsibilities include interviewing, processing electronic applications, and renewals for all AFS programs (SNAP, CHILD CARE, and MEDICAL), while interpreting and applying policyand procedures, providing clear documentation of casework, and independently performing complex tasks.
• The employee will provide first contact resolution for clients who prefer to conduct business through our virtual eligibility center or online platforms.All customer contact is handled primarily via phone, incoming and outgoing calls.

OKDHS is a Fair Chance Employer.

This is a position in the Oklahoma Civil Service