English/Spanish Bilingual Required - Customer Service Guide (Human Services Specialist 1) Job at Department of Human Services
Department of Human Services Milton-Freewater, OR
$2,823 - $4,073 a month
Initial Posting Date:
05/15/2023
Application Deadline:
05/30/2023
Agency:
Department of Human Services
Salary Range:
$2,823 - $4,073
Position Type:
Employee
Position Title:
English/Spanish Bilingual Required - Customer Service Guide (Human Services Specialist 1)
Job Description:
We want you to join our Milton Freewater Customer Service Team!
**You must clearly demonstrate that you meet the bilingual requirement in your application/resume/cover letter.
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 to be part of a high-quality front-line eligibility support team that will provide outstanding assistance to help Oregonians out of poverty? Do you have experience with a high volume of customer contact or working with individuals to obtain information? Then we want to hear from you!
Do you have bilingual language skills in English and Spanish? Bilingual differential pay is provided to positions that require to use a language other than English to fulfill their job duties within their position. This position does require bilingual language skills in English & Spanish to assist with a need in the communities that we serve, and we encourage you to apply.
We are seeking a Customer Service Guide to join our Milton Freewater Self Sufficiency team.
This position works in the Milton Freewater office and is not remote. Bilingual language skills in English and Spanish are a requirement of this position.
Oregon Department of Human Services (ODHS), A place to belong and make a difference!
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When you join theODHS, 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.
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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.
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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. TheEquity North Starhas four points that explain the agency's goals related to equity, inclusion, and racial justice.
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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, andcompetitive benefits packagesincluding health, dental, vision and much more!
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If you have federal student loan debt or are thinking of going back to school, then you might benefit from theStudent Loan Forgiveness Program. If you make 120 qualifying payments on your student loan while working full-time for a qualifying employer, your student loan debt may be forgiven.
What you need to qualify
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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.).
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College-level courses may be substituted for the experience on a year-for-year basis. A photocopy of your transcripts must be attached to your application materials if using college courses to meet the minimum qualifications (Associate degree in any of the listed areas substitutes for 18 months of experience. Bachelor's degree substitutes for three (3) years of experience. Master's degree substitutes for four (4) years of experience. Doctorate degree substitutes for five (5) years of experience.)
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A job offer is contingent upon passing test(s) evaluating your proficiency in English and Spanish.
A complete (long version) resume or application with job duties for each role listed is the best way to show that you meet the minimum requirements or possess transferrable skills for this position. Your application or resume will also be used in determining what pay salary step you fall in with the pay equity assessment if you are the successful candidate.
Essential Attributes
We are looking for candidates with:
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Customer Service: Experience communicating clearly with customers in person and by phone to obtain information to assess their needs. The ability to find a solution to an issue or situation by providing accurate resources. Delivering respect, assisting the customer through a trauma-informed lens, and having empathy to understand the customer’s needs.
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Explain Laws, Rules, and Policies: Ability to professionally interact with a high volume of customers from diverse backgrounds and effectively communicate decisions/policies regarding benefits or services in person, via email, or by phone.
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High Volume of Work: Ability to complete tasks, duties, projects, and obligations with deadlines that produce high-quality results. Experience prioritizing and putting the customer’s needs first.
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Computer Skills: Possess technical skills that include primary computer and search engine knowledge and the ability to communicate verbally and in written communications, such as email, texts, reports, etc.
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Team-Oriented: Ability to work and thrive in a team environment. Ideally, this person will bring a positive attitude to their work and promote a positive office culture. Provides support to their team, including all branch staff, community partners, and the families we serve. Dedication to providing and promoting the ODHS Core Values of Innovation, Integrity, Professionalism, Respect, Responsibility, Service Equity, and Stewardship. Commitment to providing and nurturing a work environment that respects, understands, and honors the lived experiences of our clients, colleagues, and communities we serve.
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Verbal/Written Communication: The ability to engage with individuals, articulate thoughts, and express ideas effectively using oral, written, and non-verbal communication skills and to listen for meaning and understanding. The ability to communicate via email, mail, written document, reports, and presentation.
Please 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
The Self Sufficiency Offices help with food benefits (SNAP), cash for families (TANF), childcare assistance (ERDC), medical, refugee services, and domestic violence services.
Self-Sufficiency Programs Mission:
To provide a safety net, family stability and a connection to careers that guide Oregonians out of poverty.
As a Customer Service Guide, you will:
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Be the first face of contact in most field offices for Oregonians and provide a welcoming environment for families to interact with the department.
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Support the infrastructure of the office by supporting the day-to-day operation.
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Work with Oregonians to support the online Oregon Eligibility system, for SNAP, TANF, and ERDC and Medicaid, by phone or/and in person to resolve any questions or concerns.
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Assisting Oregonians through a trauma informed lens.
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Provides financial desk responsibilities as assigned.
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Supports the business support functions within the office.
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Providing support to branch staff in supporting the work and the families using the case aid model.
Working conditions
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Experience constant contact with the public, including contact with and possibly de-escalating customers experiencing emotional and financial stress.
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Experience high volume of computer work, using various computer programs in a fast-paced team environment.
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Priorities and procedures may change daily and requires the ability to be flexible in application of procedures.
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May require a valid driver’s license or other acceptable method of transportation.
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This is not a remote position.
Working conditions
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Experience constant contact with the public, including contact with and possibly de-escalating customers experiencing emotional and financial stress.
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Experience high volume of computer work, using various computer programs in a fast-paced team environment.
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Work Schedule:
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Monday – Friday; 8:00 am to 5:00 pm
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Priorities and procedures may change daily and requires the ability to be flexible in application of procedures.
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May require a valid driver’s license or other acceptable method of transportation.
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The work schedule for this position will be determined by business need. May be relocated to other offices or to out-stationed sites within the district.
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All work will be conducted in-office.
How to apply
Your work history profile, cover letter, and resume are the perfect opportunity to highlight your interest in the position and showcase your skills and experience that make you the best candidate for the position.
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Please upload a resume or complete the Workday history profile. Note: Your resume and cover letter may be uploaded in the Resume/CV field on the online application.
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A cover letter is not required for this application. However, you may attach one if you wish. This may help the manager understand better how you possess the essential attributes.
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Current State of Oregon employees: Apply via your employee Workday account. Ensure that your Workday is updated and includes your work and education history.
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If you are not a current State of Oregon employee: view thisapplication instructional video.
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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:
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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.
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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.
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May require a valid driver’s license or other acceptable method of transportation.
Helpful information
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This position is represented by the Service Employees International Union (SEIU).
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This recruitment may be used to fill future vacancies.
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Have questions about Workday, and want some tips on understanding the state application process? Check out ourOregon job opportunitiespage.
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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 emailyvette.c.medford@odhs.oregon.gov. Please be sure to include the job requisition number.
Come for a job. | Stay for a career. | Make a difference... for a lifetime!
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