Support Staff (Public Benefits Specialist, Entry) Bilingual English/Spanish Required

Oregon Department of Human Services; Salem (OR); Presencial; USD 38.000 - 50.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Amazing benefits package

Descripción de la vacante

The Oregon Department of Human Services seeks a bilingual English/Spanish Support Staff member to be the first point of contact for clients entering the North Bend office or calling in. You will help with eligibility questions, data collection, and guiding customers to needed services.

This role emphasizes trauma-informed communication, teamwork, and careful handling of confidential information while supporting multiple programs such as medical, TANF, SNAP, and childcare benefits.

Formación

• Bilingual in English and Spanish is required.
• Experience in a busy reception or call center with high-volume work.
• Ability to explain complex processes to diverse customers.

Responsabilidades

• Greet customers in-person and by phone, providing information on services.
• Obtain initial information and update case status for clients.
• Assist with applications for medical, cash assistance, TANF, SNAP, and childcare.
• Track financial actions and document procedures using computer systems.
• Maintain a welcoming, trauma-informed environment for families and colleagues.

Conocimientos

De-escalation

Adaptive communication

Tech literacy

Data entry accuracy

Team collaboration

Confidential information

Educación

Associate degree in Behavioral/Social Science

Equivalent education/experience

Descripción del empleo

The Oregon Department of Human Services is proud to be an Equal Opportunity Employer. We are guided by our Equity North Star and our vision for a positive RiSE organizational culture that 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.

To qualify for this position, you must be bilingual in English & Spanish. The job offer is contingent upon passing speaking and writing tests evaluating your proficiency. Upon passing, you will receive a 5% bilingual differential pay.

Opportunity awaits!

Would you like a career that is both rewarding and provides an opportunity for career growth? If you have experience providing customer service in a fast-paced environment while obtaining information for needed services, this may be the position for you!

We are seeking to fill this position in our North Bend office North Bend is located on the southern Oregon Coast (not in Central Oregon).

The city of North Bend is located along the beautiful southern Oregon coast, North Bend is home to the towering 500-foot sand dunes of the Oregon Dunes National Recreation Area, historic McCullough Memorial Bridge, beautiful Horsfall Beach and plenty of quaint shops, antique stores and restaurants. Adventures of all kinds await in North Bend!

• North Bend on Travel Oregon - learn what North Bend has to offer!
• Find an ODHS office - understand where North Bend is located.
• Mileage and driving distance calculator – calculate your commute.

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 critical part in the eligibility process that moves beyond integration and equality, focusing on equity of services and providing timely, accurate, and necessary eligibility determinations through a person-centered approach.

As a Support Staff, you will be the first point of contact for customers entering the physical office or by telephone. This position supports the day-to-day operations of the office.

Responsibilities include, but are not limited to:

• Contribute to a welcoming environment as families interact with the department.
• Greet and assist customers and colleagues through a trauma-informed lens.
• Work within a team that collaboratively rotates tasks to support the business needs of the office.
• Assist customers who are applying for programs such as medical, cash for families (TANF), Domestic Violence services, food benefits (SNAP), childcare assistance (ERDC), and long-term care services.
• Obtain initial information from customers in-person, by phone and via our online applicant portal to provide status updates about their case, answer other inquiries and provide information on how to access community resources.
• Assist with financial duties, including tracking, issuing and accounting for financial actions and requirements needed.
• Complete a high volume of work in a fast-paced environment using various computer programs to track customer details, generate system notices, coordinate internal communication, and document or reference procedures, policies and processes.

Minimum Qualifications

To qualify for this position, you must be bilingual in Spanish and English.

A valid driver’s license and acceptable driving record are required for this position.

• Two years of experience working in a reception area or call center either interviewing to obtain information or providing customer service. This experience must have involved a high volume of work (e.g., data entry, assuring information on applications is complete and accurate, completing necessary documents, etc.);

OR

• An associate degree in a Behavioral Science, Social Science or a closely related field AND six months of experience working in a busy reception area or call center either interviewing to obtain information or providing customer service;

OR

• An equivalent combination of education, training, and experience relative to the class concept.

We are looking for candidates with:

• Experience de-escalating individuals who are experiencing heightened emotions.
• Experience adapting communication style to explain complex processes and/or outcomes to people with diverse communication and learning styles.
• Experience with technical skills that include basic computer and search engine knowledge, email communication and learning new web-based platforms.
• Experience conducting work that requires attention to detail, particularly with data entry and reviewing documents.
• Experience working collaboratively with others as part of a diverse team who may have different work styles and personalities.
• Experience handling confidential information with unwavering professionalism, holding self and others to high standards of honesty and integrity.

Preference will be given to candidates that are bilingual in Spanish and English.

Working Conditions

• Your work schedule will be 8:00 a.m. – 5:00 p.m., Monday – Friday.
• Work is conducted in-person at our North Bend ODHS office.
• May require sitting at a computer or telephone for prolonged periods of the workday.
• You will interact with a wide range of people including some who have experienced trauma and may be experiencing emotional and/or financial distress.
• You will serve a diverse range of customers with compassion and professionalism through a trauma informed lens.
• Consistent attendance is essential.
• Flexibility/adaptability is essential due to a changing environment with regular policy, program, and technical adjustments.

Background Checks and Requirements

• A valid driver’s license and acceptable driving record are required for this position.
• 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.
• 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’ and Oregon National Guard preference:

• Eligible Veterans and Oregon National Guard servicemembers (current and former) who meet the qualifications of the position will be awarded candidate preference. For more information, please visit Veterans Resources.

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.