Customer Service Guide | Public Benefits Specialist - Entry | Bilingual Required Englsih/Spanish

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Opportunity awaits!

Step into a role where your efforts directly empower Oregonians to rise above poverty, become a key player in the Oregon Eligibility Partnership and facilitate access to vital services that foster equity and well-being.

As a Customer Service Guide (Public Benefits Specialist – Entry), you will work in our Hermiston office assisting Oregonians in-person. Hermiston is in rural Northeastern Oregon.

Learn more about Hermiston: https://www.hermiston.gov/

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

• 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 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.

• Please make sure your application materials, resume and job history are clearly outlined as this information will be used to determine your starting salary range. Note: Your resume and cover letter may be uploaded in the Resume/CV field on the online application.
• The use of outside resources such as Artificial Intelligence software during applicant skill assessments, examinations, and/or interviews is prohibited unless otherwise stated by the hiring agency. Unauthorized use of outside resources during the hiring process will result in disqualification.
• The State of Oregon does not request or require your age, date of birth, attendance or graduation dates from an educational institution during the application process.

• If selected as a finalist, we will conduct a criminal history and background check. Adverse criminal history or background checks 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.
• May require a valid driver’s license or other acceptable method of transportation.

As a Public Benefits Specialist - Entry, you will:

·         Be the first face of contact in most field offices for Oregonians and provide a welcoming environment for families to interact with the department.

• Support the infrastructure of the office by supporting the day-to-day operation.
• Assist Oregonians in person, by phone or email to resolve any questions or concerns by providing support with the online Oregon Eligibility system, for ODHS, Oregon Health Authority (OHA), and Department of Early Learning and Care (DELC) programs.
• Assist Oregonians through a trauma informed lens.
• May provide financial duties that include tracking, issuing, and accounting for all financial actions and requirements needed.
• Provide support for the business functions within the office.

Learn more about our programs, as your work providing services will be through the Oregon Eligibility Partnership (OEP).

We are looking for candidates with:

• Demonstrated experience providing high‑quality customer service in a front desk or reception setting.
• Proficient in typing and effectively navigating digital platforms, including Microsoft Word, Excel, email systems, and online research tools.
• Skilled in managing, collecting, and safeguarding confidential and sensitive information with discretion.
• Demonstrated ability to adapt communication styles to clearly convey complex rules, regulations, and procedures to diverse audiences.
• Experience resolving conflicts and addressing customer concerns professionally.
• Experience delivering information and referrals both in person and over the phone.

Attention all candidates!

• Work schedule is a tradition work week, Monday-Friday in the Hermiston, Oregon, office.
• Experience working directly with the public, including individuals who may be experiencing homelessness and may arrive in unclean or unsanitary conditions, as well as supporting and calmly de‑escalating customers experiencing emotional or financial stress.
• Experience high volume of computer work, using various computer programs in a fast-paced team environment.
• Priorities and procedures may change daily and require the ability to be flexible in application of procedures. 
• This position is in the Self Sufficiency store front office.

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).  
• The salary range listed is the non-PERS monthly salary range. If you are already a participating PERS member or once you become PERS eligible, the salary range will increase by 6.95%.
• 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 Yvette Medford. If you contact the recruiter, please include the job requisition number.
• Email: Yvette.C.Medford@odhs.oregon.gov
• Phone (call or text): 541-709-0306

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