Family Services Specialist I/II

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

Benefits offered by this job

In-person training

Travel paid for training

Job summary

The Oklahoma Department of Human Services in Miami, OK is seeking a Customer Service Eligibility Specialist to provide world-class service to Adult and Family Services clients. You will interview, process electronic applications, and renewals for SNAP, Child Care, and Medical, applying policy and documenting casework.

The role supports telework with in-office training for 120 days; occasional travel may be required. Preference may be given to applicants with call center experience.

Qualifications

• Level I requires two years of experience in administrative support, recordkeeping, customer service, or client service in a call center, business, healthcare, public sector, or social services environment.
• Level I may be met by an equivalent combination of education and experience (30 college hours per year of experience).
• Level II requires a bachelor's degree; or an associate’s degree plus two years of relevant experience; or substitutions of one year of experience for each year of a bachelor’s degree; or two years of experience as a Family Services Specialist.

Responsibilities

• Interviewing clients and processing electronic applications and renewals for all AFS programs (SNAP, CHILD CARE, MEDICAL).
• Interpret and apply policy and procedures; document casework clearly and perform complex tasks.
• Provide first contact resolution for clients via our virtual eligibility center or online platforms, primarily through phone calls.

Skills

Customer service

Call center experience

Communication

Phone support

Education

Bachelor's degree

Associate’s degree

Equivalent experience

Job description

This position is located in Miami, Oklahoma.

Annual Salary

• Level I H14A: $37,440.00 + Full State Employee Benefits
• Level II H14B: $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 policy and 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.

If you have questions, please contact [e-mail]

OKDHS is a Fair Chance Employer.

This is a position in the Oklahoma Civil Service