Family Services Specialist I/II

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

Job summary

Oklahoma Department of Human Services in Stillwater, Oklahoma is seeking a Customer Service Eligibility Specialist to serve Adult and Family Services clients. You will interview applicants, process electronic applications and renewals for SNAP, Child Care, and Medical programs, and interpret policies to document casework.

This role emphasizes strong customer service, flexibility, and organizational skills in a fast-paced environment; telework is available with in-office training for 120 days,

Qualifications

• Level I requires two years of clerical office work or equivalent.
• Level II requires a bachelor’s degree or an associate’s degree with two years of clerical work.
• Two years of experience as a Family Services Specialist is another pathway to Level II.

Responsibilities

• Interview and process electronic applications and renewals for all AFS programs (SNAP, CHILD CARE, and MEDICAL).
• Interpret and apply policy and procedures, providing clear documentation of casework.
• Provide first contact resolution for clients via our virtual eligibility center or phone.

Skills

Customer service

Interviewing

Policy interpretation

Documentation

Organizational skills

Education

Two years clerical office work

Bachelor's degree

Associate’s degree + 2 years clerical work

Job description

This position is located in Stillwater, 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 years of clerical office work in a business, public sector, or social work 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 years of clerical office work in a business, public sector, or social work environment
• OR an equivalent combination of education and experience, substituting one additional year of experience in a 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

Announcement Number: 26-GH174

83008017/JR64332, *P108360/JR64479