Customer Service Guide (Human Services Specialist 1)

Initial Posting Date:

03/21/2024

Application Deadline:

04/03/2024

Agency:

Department of Human Services

Salary Range:

$3,006 - $4,338

Position Type:

Employee

Position Title:

Customer Service Guide (Human Services Specialist 1)

Job Description:

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.

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!

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!

Join our team in beautiful Central Oregon!

We are seeking a talented individual to serve as a Customer Service Guide at our Bend, Oregon office. In this role you will aid individuals and families seeking services from our agency programs and resources in-person, over the phone and online.

What you need to qualify / Minimum qualifications:

• 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.

Essential attributes:

• Customer focus: Experience providing customer service to a high volume of diverse customers in a manner that demonstrates active listening and compassion.

• Commitment to team: Demonstrated experience developing meaningful relationships with colleagues that foster trust, inclusivity and respect.

• Computer skills: Demonstrated experience with technical skills that include basic computer and search engine knowledge, email communication and learning new web-based platforms.

• Communication: Experience adapting communication style to explain complex information such as rules or procedures verbally and in writing to diverse audiences.

• Initiative/self-motivated: Experience meeting or exceeding specific goals and objectives; independently identifying, assessing and resolving barriers or inefficiencies.

To be considered for an interview, your application and/or resume must clearly show that you meet the minimum qualifications and describe which of the essential attributes you possess. Your application and/or resume will be used when completing a pay equity assessment. The pay equity assessment determines your pay rate/salary step, so complete and detailed history of work, education, and other experience is helpful.

Your duties at a glance:

The Self Sufficiency Program mission is to provide a safety net, family stability and a connection to careers that guide Oregonians out of poverty. The Self Sufficiency Offices help with food benefits (SNAP), cash for families (TANF), childcare assistance (ERDC), medical, refugee services, and domestic violence services.

As a Customer Service Guide, 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. This position will contribute to the welcoming environment as families interact with the department. In supporting 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.

Working conditions:

• Work schedule is 8 a.m.

• 5 p.m., Monday

• Friday.

• Work is conducted on-site at the Bend ODHS branch office; this is not a remote work or hybrid work position.

• Experience constant contact with the public, including contact with 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.

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.

• 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 the additional 6.95%. Please review the Classification and Compensation page for more details, or you may visit our website for information on Pay Equity.

• Have questions about Workday or 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, have questions or need assistance with the application process, please email Alissa Walker at alissa.walker@odhs.oregon.gov or call/text her at 503-519-1807. Please be sure to include the job requisition number.