What are the responsibilities and job description for the Customer Service Guide (Human Service Specialist 1) position at Department of Human Services?
Initial Posting Date:
02/05/2025
Application Deadline:
02/19/2025
Agency:
Department of Human Services
Salary Range:
$3,429 - $4,622
Position Type:
Employee
Position Title:
Customer Service Guide (Human Service Specialist 1)
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 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!
Summary of Duties
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.
- Contribute to the welcoming environment as families interact with the department.
- Support 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.
Minimum Qualifications
- Two (2) 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
We are looking for candidates with:
- Experience providing customer service to a high volume of diverse customers in a manner that demonstrates active listening and compassion.
- Experience using time management and prioritization skills in a fast-paced business setting to consistently meet deadlines and achieve desired results.
- Experience adapting communication style to explain complex processes and/or outcomes to people with diverse communication and learning styles.
- Experience developing collaborative relationships with colleagues and community partners that foster trust, inclusivity, and respect.
- Experience with technical skills that include basic computer and search engine knowledge, email communication and learning new web-based platforms.
- Experience obtaining information from or providing services to community members who have historically been marginalized, underserved, disadvantaged, or in crisis.
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 selection process. Please include detailed work and education history.
Working Conditions
- The work schedule is 8:15 a.m. – 5:15 p.m., Monday – Friday on-site and in person at the Grants Pass ODHS office.
- Contact with the public, including contact with Oregonians experiencing emotional and financial stress.
- Serve a diverse range of customers with compassion and professionalism through a trauma informed lens.
- May require sitting at a computer or telephone for prolonged periods of the workday.
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 Groupcommunities that promote shared learning.
- Cost of Living Adjustments.
- Annual salary increases (until you reach the top of the listed salary range).
- Amazingbenefits package.
- Possible eligibility for thePublic 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.
- 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.
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 Alissa Walker. If you contact the recruiter, please include the job requisition number.
- Email: ALISSA.WALKER@odhs.oregon.gov
- Phone (call or text): 503-519-1807
