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

Initial Posting Date:

11/07/2024

Application Deadline:

11/21/2024

Agency:

Department of Human Services

Salary Range:

$3,218 - $4,338

Position Type:

Employee

Position Title:

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

Job Description:

The Oregon Department of Human Services is proud to be an Equal Opportunity Employer. We are guided by our Equity North Star and our vision for a positive RiSE organizational culture that 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, we'd love to hear from you! We are seeking a Store Front Office staff member to join our Redmond team!

Bilingual requirement (English/Spanish)

This position is bilingual and requires duties to be carried out in both English and Spanish. The job offer will be contingent upon passing test(s) evaluating your proficiency in the bilingual requirements of the position. This position may receive a 5% differential pay based on passing the required language test.

Summary of Duties

As a Customer Service Guide, you will be the first point 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 while providing exceptional customer service in a busy office environment.

* 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.

* Write clear and concise notes to summarize information gathered from applicant(s) and collateral sources.

* Work within a team that collaboratively rotates tasks to support the business needs of the office.

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.

* Bilingual in English and Spanish (the job offer will be contingent upon passing test(s) evaluating your proficiency in the bilingual requirements of the position).

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:

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

* Results oriented: Demonstrated ability to complete tasks, duties, projects, and obligations with deadlines, that produce high-quality results.

* Communication: Experience communicating decisions, rules, regulations, policies, and procedures to a diverse group of people in a fast-paced environment with customers either entering the physical office, virtually through the online application portal or by telephone communication.

* Commitment to team: Demonstrated ability to develop relationships that establish trust, approachability and flexibility and thrive in a team environment where inclusivity and respect of others' ideas and contributions are welcomed.

* Computer skills: Adept in usage and functionality of computers, web browsers, and Microsoft programs.

Attention all candidates! Clearly describe how you meet the minimum qualifications and essential attributes in your application materials. Your application materials will determine if you are selected to move forward in the process. During the pay equity assessment, the information provided on your application will determine your starting salary - please include detailed work and education history.

Working Conditions

* The work schedule is Monday - Friday, 8:00am-5:00pm at SSP Delivery | D10 | SFO | Redmond - College Loop | Unit A - DHS; this is not a remote work or hybrid work position.

* Contact with the public, including contact with Oregonians experiencing emotional and financial stress.

* Serve a diverse range of customers with compassion and professionalism, dignity and respect.

* Will require sitting at a computer or telephone for prolonged periods of the workday.

* Experience high volume of computer work, using various computer programs in a fast-paced environment.

* Priorities and procedures may change daily and require the ability to be flexible in application of procedures.

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

* ODHS Employee Resource Group communities that promote shared learning.

* Cost of Living Adjustments.

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

* Amazing benefits package.

* Possible eligibility for the Public Service Loan Forgiveness Program.

Employment Preference

Veterans' 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 the recruiter for accommodation requests under the Americans with Disabilities Act (ADA), application questions or job-specific questions.

* The recruiter for this position is Michelle Ochoa. If you contact the recruiter, please include the job requisition number: REQ-163630.

* Email: ...@odhs.oregon.gov

* Phone (call or text): 541-###-####