Customer Service Guide (Human Services Specialist 1)

Company: State of Oregon
Location: Corvallis
Posted on: August 2, 2022

Job Description:

Initial Posting Date:

07/14/2022

Application Deadline:

07/28/2022

Agency:

Department of Human Services

Salary Range:

$2,723 - $3,951

Position Type:

Employee

Position Title:

Customer Service Guide (Human Services Specialist 1)

Job Description:

We want you to join our team!

Are you passionate about serving your community and helping Oregonians out of poverty? Do you have experience with a high volume of customer contact? Then we want to hear from you!

The Office of Self Sufficiency, which is part of the Oregon Department of Human Services (ODHS), is looking to hire an individual that delivers excellent customer service and creates a welcoming environment as a Customer Service Guide in Corvallis. In this role you will aid individuals and families seeking services from our agency programs and resources.

ODHS: A place to belong and make a difference!

When you join the ODHS team, you join a community of nearly 10,000 employees dedicated to serving Oregon's most vulnerable populations.

Our Mission is to help Oregonians in their own communities achieve wellbeing and independence through opportunities that protect, empower, respect choice and preserve dignity.

We are committed to inclusive excellence by advancing equity and diversity in all that we do. We are an affirmative Action/Equal Opportunity employer and encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQIA+ community members and others to help us achieve our vision of a diverse and inclusive community.

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.

At ODHS you

* Find connections through Employee Resource Groups (ERGs); officially chartered groups organized around shared cultural identity(ies) to support historically underrepresented ODHS employees.


* Become a RiSe Champion while making ODHS a better place to work and serve our communities. Through RiSe, we are intentional about our culture to ensure we lead with our mission, vision, and values, the Equity North Star and our commitment to being a trauma-informed organization.


* Grow your career through free leadership training, ample career pathways and committee participation opportunities.


* Enjoy work/life balance, 11 paid holidays a year, flexible work schedules, and competitive benefits packages.



To learn more about our agency, click here.

WHAT YOU WILL BE DOING:

As the first face of contact in most field 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:

* Support the infrastructure of the office.


* Work with Oregonians to utilize the online Oregon Eligibility system for programs such as SNAP, TANF, and ERDC and Medical, by phone or/and in person to resolve any questions or concerns.


* Greeting and assisting Oregonians through a trauma informed lens.


* Provides financial desk responsibilities as assigned.


* Supports the business support 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.



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. A photocopy of your transcripts must be attached to your application materials if using college courses to meet the minimum qualifications.


* Individuals with bilingual language skills are encouraged to apply. Bilingual differential pay is contingent upon passing test(s) evaluating your proficiency in another language. Please note, bilingual language skills are not a requirement for this position.



You must clearly show that you meet the minimum qualifications in your application or resume to be considered for an interview. Your application or resume will be used in determining what pay salary step you fall in with the pay equity assessment.

ESSENTIAL ATTRIBUTES: Successful candidates will possess these technical/soft skills. You do not need to have all these attributes to be considered for this opening; however, the most competitive candidates will have experience with most of them.

* Customer Service: Calm, clear, professional communication skills to ensure quality customer service daily by telephone, in writing or in person.


* Computer Skills: Understanding of Computer Operating Systems and Web Browsers to assist with troubleshooting, quality keyboarding, multi-line telephone.


* Active listening: Ability to provide timely and accurate information to participants. Using skills to elicit information from customers for assistance with programs and services.


* Communication: Strong ability to communicate with diverse groups and individuals in areas such as, responding to inquiries, narrative reports, and instructional materials with limited supervision. Experience explaining regulations and procedures for ODHS programs and services.


* Team-Oriented: Ability to work well and thrive in a team environment.


* Flexible: Ability to be flexible and take direction when work priorities or schedules shift.



ADDITIONAL REQUIREMENTS:

* Successful candidates 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. Applicants who require VISA sponsorship will not be considered at this time. 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.



HOW TO APPLY:

Your work history profile, cover letter, and resume are the perfect opportunity to highlight your interest in the position and showcase the amazing skills and experience, that make you the best candidate for the position.

Please upload a resume or complete the work history profile.

Note: Your resume may be uploaded in the Resume/CV field on the online application.

External Applicants: Click on the "Apply" button and submit your application. View this video for help.

Internal Applicants (Current State of Oregon employees): Apply via your employee Workday account. View this job aid for help.

If you are a veteran wishing to have veterans' preference, your will receive a task in your workday account to provide military documents if you have not already provided them. For privacy reasons, please do not attach your DD214/DD215/civil service preference letter to your application. For questions about documentation, please visit: Veterans Resources.

ADDITIONAL INFORMATION:

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


* Please note, this recruitment may be used to fill future vacancies.


* For questions about the job duties or application process, please contact yvette.c.sather@dhsoha.state.or.us . Please be sure to include the job requisition number.


* If you need an accommodation under the Americans with Disabilities Act (ADA) to participate in the application or selection process, please contact our ADA Office at DHS.RECRUITMENT@dhsoha.state.or.us.

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