Family Services Specialist I/II

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

Job summary

Oklahoma Department Of Human Services in Tulsa is seeking a Customer Service Eligibility Specialist to process electronic applications and renewals for AFS programs (SNAP, CHILD CARE, and MEDICAL). You will interview applicants, interpret policy, and document casework.

This role emphasizes first-contact resolution via our virtual eligibility center, with phone-based client interactions. Training is in-office for the first 120 days, with telework possible afterward, subject to agency approval.

Qualifications

• Two 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.
• An equivalent combination of education and experience may be substituted.

Responsibilities

• This position provides world-class customer service to Adult and Family Services clients; interview, process electronic applications, and renewals for SNAP, childcare, and medical programs.
• Interpret and apply policy and procedures, document casework, and perform complex tasks as needed.
• Provide first contact resolution for clients via our virtual eligibility center, primarily on the phone.

Skills

Administrative support

Recordkeeping

Customer service

Call center experience

Education

Bachelor's degree

Associate's degree

Two years experience in public sector or social services

Job description

Annual Salary:

• Level I H14A: $37,440.00 + Full State Employee Benefits
• Level II H14B: $40,248.00 + Full State Employee Benefits

This position is located in Tulsa, Oklahoma.

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

In-person training will be provided. Work day Monday thru Friday. 8:00am - 5:30pm, varying 8 hour shifts available.

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, including 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-GH179

• 83001808/JR65279, 83010363/JR66567