What are the responsibilities and job description for the Customer Service Guide (Human Services Specialist 1) Bilingual English/Spanish Preferred position at Department of Human Services?
Initial Posting Date:
02/03/2025
Application Deadline:
02/17/2025
Agency:
Department of Human Services
Salary Range:
$3,429 - $4,622
Position Type:
Employee
Position Title:
Customer Service Guide (Human Services Specialist 1) Bilingual English/Spanish Preferred
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 MADRAS team!
Summary of Duties
As an employee working in the
Self-Sufficiency Program
(SSP), you will have an opportunity to provide resources and services to help people move out of poverty and toward whole well-being. Programs include food benefits, cash assistance, childcare assistance, services for domestic violence survivors, resources for refugees and support for youth experiencing homelessness.
As a Customer Service Guide, you will:
- 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 English/Spanish Preferred (but not required)
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 selection process. Please include detailed work and education history.
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.
Working Conditions
- Your work will be conducted in the Office. This position is not (Remote/Hybrid) Work.
- Your typical work schedule will be Monday – Friday, 8:00 a.m. – 5:00 p.m. Pacific Standard Time (PST).
- 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.
- Potentially, you may have required overnight travel to attend statewide meetings, trainings, Coverage.
- Priorities and procedures may change daily and requires the ability to be flexible in application of procedures. The work schedule for this position will be determined by business need.
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.
- Must have a valid driver's license and acceptable driving record. If no driver's license, must be able to provide alternate method of transportation.
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).
-
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-174166.
-
Email: Michelle.l.ochoa@odhs.oregon.gov
- Phone (call or text): 541-952-9928
