Customer Service Guide (Human Services Specialist 1) Bilingual Required English/Spanish

Initial Posting Date:

05/07/2024

Application Deadline:

05/23/2024

Agency:

Department of Human Services

Salary Range:

$3,218 - $4,338

Position Type:

Employee

Position Title:

Customer Service Guide (Human Services Specialist 1) Bilingual Required English/Spanish

Job Description:

Start your career with our Customer Service Team! We are seeking Customer Service Guide to join our Milton Freewater Self Sufficiency office.

We are proud to be an Equal Opportunity Employer. We are actively working to build an equitable agency with the Equity North Star as our guide toward our vision of an agency free of racism, discrimination and bias. We believe that teams in which everyone can show up as their full authentic self are key to creating a thriving workforce that can better serve communities. We welcome members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQIA2S+ community members, and others to apply.

Are you ready to embark on a customer service journey that not only satisfies your passion for helping others but also paves the way for a promising career?

Bilingual Required - English & Spanish

This position does require bilingual language skills in English & Spanish to assist with a need in the communities that we serve.

You will work in-person in our Milton Freewater Branch. This not a remote position.

Oregon Department of Human Services (ODHS), A place to belong and make a difference!

• When you join the ODHS, you join a community of over 10,000 employees dedicated to serving and helping Oregonians achieve wellbeing and independence through opportunities that protect, empower, respect choice, and preserve dignity.

• Connect with ODHS Employee Resource Groups (ERGs) and find a place to belong, build community and participate in shared learning. ERGs are employee-driven committees that support each other as well as the ODHS' overall mission and vision.

• We are committed to building an antiracist and equitable agency. Equity is foundational to our role as a human services agency, and we are committed to integrating equity into all we do. The Equity North Star has four points that explain the agency's goals related to equity, inclusion, and racial justice.

• We know that life is unpredictable and ODHS cares about keeping you well. Enjoy a work-life balance, 11 paid holidays a year, flexible work schedules, and competitive benefits packages including health, dental, vision and much more!

What you need to qualify

• Two 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. (Associate's degree in any of the listed areas substitutes for 18 months of experience. Bachelor's degree substitutes for three (3) years of experience.)

• A job offer is contingent upon passing test(s) evaluating your proficiency in English and Spanish.

Candidates must clearly demonstrate meeting the minimum qualifications (What you need to qualify) in their submitted resume or application. This is best done by submitting a complete (long version) resume and/or application with all work experience, including all job duties, education, and relevant volunteer work.

We are unable to accept additional information after the posting deadline.

Essential attributes

We are looking for candidates with:

• Experience resolving conflicts and disputes with customers.

• Experience eliciting information from applicants/recipients for a program or services.

• Front desk/reception experience including typing skills and navigating online systems, like Microsoft Word, Excel, and email & search engines.

• Experience explaining complex rules, regulations, or procedures (technical information) in a non-technical way and working supportively to people of diverse backgrounds and situations.

• Experience providing information and referrals in person and over the phone.

Please be sure to clearly describe how you meet these attributes within your application materials. These attributes will be used to determine which candidates will be selected to move forward in the process.

Your duties at a glance

As an employee working in the Self-Sufficiency Program (SSP), you will have an opportunity to provide resources and services to help people move out of poverty and toward whole well-being. Programs include food benefits, cash assistance, childcare assistance, medical, services for domestic violence survivors, resources for refugees and support for youth experiencing homelessness.

As a Customer Service Guide, 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 by providing support with the online Oregon Eligibility system, for ODHS, Oregon Health Authority (OHA), and Department of Early Learning and Care (DELC) programs. by phone or email to resolve any questions or concerns.

• Assisting Oregonians through a trauma informed lens.

• May include financial desk responsibilities.

• Providing support for the business functions within the office.

• Providing support to branch staff in supporting the work and the families using the case aid model.

Working conditions

• Experience constant contact with the public, including contact with and possibly de-escalating customers experiencing emotional and 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 requires the ability to be flexible in application of procedures.

• May require a valid driver's license or other acceptable method of transportation.

• This position works in the store front office and is not a remote position.

Application instructions & requirements

Your work history profile, cover letter (optional), and resume are the perfect opportunity to highlight your interest in the position and demonstrate your skills, lived and/or work experience that shows you are an excellent candidate for the position.

• Please upload a resume or complete the work history profile. Note: Your resume and cover letter may be uploaded in the Resume/CV field on the online application.

• Current State of Oregon employees: Apply via your employee Workday account. Ensure that your Workday is updated and includes your work and education history.

• If you are not a current State of Oregon employee, view this application instructional video.

• After you submit your application, you will have additional tasks to complete in Workday. Please continue to check your Workday account throughout the recruitment process.

Additional requirements

• Finalists for this position will be subject to a computerized criminal history and abuse check. Adverse background information will be reviewed and could result in withdrawal of a conditional job offer or termination of employment.

• 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.

Helpful information

• This position is represented by the Service Employees International Union (SEIU).

• This recruitment may be used to fill future vacancies.

• The salary listed is the non-PERS qualifying salary range. If the successful candidate is PERS qualifying, the salary range will reflect an additional 6.95%.

• Have questions about Workday, and want some tips on understanding the state application process? Check out our Oregon job opportunities page.

• If you need an accommodation under the Americans with Disabilities Act (ADA), have questions or need assistance with the application process, please contact Yvette Sather-Medford via email yvette.c.medford@odhs.oregon.gov or (541)709-0306 (Text ok). Please be sure to include the job requisition number.

Come for a job. | Stay for a career. | Make a difference... for a lifetime!