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Benefits Support Specialist (Public Benefits Specialist, Entry) REQ-205491

Salary Range: $3,798 - $4,954

Salem (4600 25th Ave NE)

The Oregon Department of Human Services is proud to be an Equal Opportunity Employer. We are guided by ourEquity North Starand our vision for a positiveRiSE organizational culturethat 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.

OPPORTUNITY AWAITS!

Would you like the opportunity to make a positive impact on Oregonians in need of support and resources? Would you enjoy working with a diverse team that collaborates and learns together in service of children, families, and communities? If so, 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.

Summary of Duties

Oregon Eligibility Partnership (OEP) is a program within ODHS that determines eligibility for people living in Oregon who apply for medical, food, cash and childcare benefits through the ONE eligibility system.OEP plays a critical part of the eligibility process that moves beyond integration and equality, to focus on equity of services and providing timely, accurate, and necessary eligibility determinations through a person-centered approach. This position is part of the EBT Replacement team.

As a Public Benefits Specialist, Entry you will:

• Helping individuals and families seeking services by providing specialized assistance on behalf of program staff.

• Providing a safety net, family stability and a connection to careers that guide Oregonians out of poverty. The primary focus of OEP - Oregon Eligibility Partnership Program is helping and working with Oregonians and they can now apply and have access to life-changing programs such as food benefits (SNAP), cash for families (TANF), childcare assistance (ERDC), medical, refugee services, and domestic violence services 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. This position may also provide support the day-to-day functions through distribution of e-mail and case transfers.

• 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.

• Primarily greet and assist Oregonians through a trauma-informed lens.

• Working within a team that collaboratively rotates tasks to support the business needs of the office, tasks may include scheduling intakes for all programs, financial functions and customer service.

• Actively seeking to provide culturally appropriate services where individuals are treated respectfully, compassionately and effectively in a manner that recognizes, affirms and values the worth of children, individuals, families and communities, protecting and preserving the dignity of each. This includes culture, language; national origin; class; race; age; ethnic background; disability; stages of development; religion; gender; sexual orientation and other differences or diversity factors.

WORKING CONDITIONS:

• This position will work in the office, and your typical work schedule will be Monday - Friday, 8:00 AM - 5:00 PM Pacific Standard Time (PST). This position will be 100% in office, with no opportunity to work hybrid/remotely. The office is constructed of cubicles, so work is often interrupted and noise level is sometimes high.

• You may interact with a wide range of people including some who have experienced trauma and may exhibit challenges in controlling their emotions that may require quick decision-making to ensure the safety or themselves and others.

• Fast-paced position that includes a high volume of individual and family contact and a high volume of phone calls.

• Priorities and procedures may change daily and requires the ability to be flexible in application of procedures.

MINIMUM QUALIFICATIONS (MQ's):

Two years of experience working in a reception area or call center either:

• interviewing to obtain information OR

• providing customer service

The above 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 a 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.

ESSENTIAL ATTRIBUTES:

• Customer Service: Experience delivering highvolume customer service with active listening, empathy, and clear communication. Able to provide information and referrals by phone to people from diverse backgrounds.

• Professionalism & Integrity: Demonstrated ability to handle confidential or sensitive information with discretion. Holds self to high standards of honesty and ethical conduct.

• Technical Skills: Comfortable using computers, Microsoft Office, email, web browsers, and multi-line phone systems. Able to learn new web-based tools and use multiple systems at the same time to research, document, and locate information.

• Communication & Collaboration: Able to explain rules, processes, or requirements clearly in writing and verbally. Builds positive, inclusive working relationships. Skilled in resolving misunderstandings or conflicts professionally.

ATTENTION ALL CANDIDATES!

• To help us better understand your qualifications and fit for this role, please include a brief response to each of the essential attributes in your application materials. Your responses should highlight specific examples from your experience that demonstrate how you meet each attribute. This information will be used as part of the evaluation process.

• Please make sure your application materials, resume or job history, are clearly outlined as this information will be used to determine your starting salary range. Note: Your cover letter (if requested) and resume may be uploaded in the Resume/CV field on the online application.

• If you are a finalist, you will need to provide 3 professional references including one from your current supervisor, a previous supervisor and one additional professional reference. Please ensure your references are still willing and available to provide a reference in a timely manner.

• 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.

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

• Amazing benefits package.

• Cost of Living Adjustments.

• Possible eligibility for the Public Service Loan Forgiveness Program.

• Annual salary increases (until you reach the top of the listed salary range).

• ODHS Employee Resource Group communities that promote shared learning.

EMPLOYMENT 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 ADA.DHS@dhsoha.state.or.us for accommodation requests under the Americans with Disabilities Act (ADA), application questions or job-specific questions.

• The recruiter for this position is Jennifer Moisa. If you contact the recruiter, please include the job requisition (REQ) number listed at the top of this job post.

• Email: JENNIFER.M.MOISA@odhs.oregon.gov