Job Description:

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.

Spanish/English bilingual preferred (two vacancies): You do not need to be bilingual to apply or be considered for this position. If you are bilingual, we encourage you to apply! We serve diverse communities and recognize the importance of serving people in their preferred language.

Spanish/English bilingual required (one vacancy): To qualify for this position, you must be bilingual in Spanish and English. The job offer will be contingent upon passing test(s) evaluating your proficiency in the bilingual requirements for this position. Upon passing the test(s), you will receive 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, then this may be the position for you!

Summary of Duties

As a Customer Service Guide (Human Services Specialist 1), you will:

• Be the first face of contact in most offices for customers either entering the physical office or virtually through the online application portal or telephone communication.
• Contribute to the welcoming environment as families interact with the department.
• Support the day-to-day operations of the office, this position will primarily:
• Greet and assist Oregonians through a trauma-informed lens.
• Work with Oregonians 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 in-person, by phone and via our online applicant portal to answer case status and other inquiries; provide information on how to access community resources.
• Work within a team that collaboratively rotates tasks to support the business needs of the office.

Minimum Qualifications

• Two (2) years of experience either interviewing to obtain personal or technical information or substantial people contact. This experience must have involved a high volume of paperwork (e.g., assuring information on forms is complete and accurate, completing necessary documents, etc.).
• College-level courses may be substituted for the experience on a year-for-year basis.

For one of the positions, you must be bilingual in Spanish and English to qualify for the position.

For two of the positions, preference will be given to candidates who are bilingual in Spanish and English. Please note, bilingual language skills are preferred but not required for these two positions.

Essential Attributes

We are looking for candidates with:

• Experience with technical skills that include basic computer and search engine knowledge, email communication and learning new web-based platforms.
• Experience providing customer service to a high volume of diverse customers at a front desk or reception area in a business setting.
• Experience using time management, organization, and prioritization skills to meet deadlines.
• Experience independently identifying, assessing and resolving barriers or inefficiencies in a business setting.
• Experience adapting communication style to explain complex processes and/or outcomes to people with diverse communication and learning styles.
• Experience organizing resources for quick access and recall, referencing the most up-to-date materials for accuracy in a continually changing environment.

Attention all candidates! Clearly describe how you meet the minimum qualifications and essential attributes in your application materials. Your application materials will determine if you are selected to move forward in the selection process. Please include detailed work and education history.

Working Conditions

• The work schedule is 8 a.m. – 5 p.m., Monday – Friday on site and in-person at the Bend ODHS branch office.
• Contact with the public, including contact with Oregonians experiencing emotional and financial stress.
• Serve a diverse range of customers with compassion and professionalism through a trauma informed lens.
• May require sitting at a computer or telephone for prolonged periods of the workday.

Background Checks and Requirements

• 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.

Benefits

• 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’ preference:

• Veterans’ preference information.
• How to submit your Veteran documents for preference. Please do not attach your Veterans’ preference documentation in the Resume/CV field of your application.

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.

Contact Information

We invite you to contact the recruiter for accommodation requests under the Americans with Disabilities Act (ADA), application questions or job-specific questions.

• The recruiter for this position is Alissa Walker. If you contact the recruiter, please include the job requisition number.
• Email: ALISSA.WALKER@odhs.oregon.gov
• Phone (call or text): 503-519-1807