Human Services Specialist 1 - Customer Service Guide

Initial Posting Date: 07/21/2022 Application Deadline: 08/04/2022 Agency: Department of Human Services Salary Range: $2,723 - $3,951 Position Type: Employee Position Title: Human Services Specialist 1 - Customer Service Guide Job Description: We want you to join our team! Would you like to be part of a high-quality front line eligibility support team that will provide outstanding support to help Oregonians out of poverty? Do you have experience with a high volume of customer contact or working with individuals to obtain information? Then we want to hear from you! 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. The Office of Self Sufficiency, which is part of the Oregon Department of Human Services, is looking to hire individuals who are excited about greeting people and want to contribute to a welcoming environment as a Customer Service Guide specialist. This recruitment may be used to fill future vacancies. We encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, and LGBTQIA community members. The strength of our agency lies in the diversity of our workforce and the perspectives our employees bring to their work at ODHS. The Oregon Department of Human Services’ (ODHS) mission is to help Oregonians in their own communities achieve well-being and independence through opportunities that protect, empower, respect choice, and preserve dignity. We are committed to action for anti-racism and racial equity to build and sustain an agency that truly carries itself with the core values of integrity, stewardship, responsibility, respect, professionalism, innovation, and service equity. We are seeking a leader who fosters environments and teams where we all feel safe, valued, supported, strengthened, and engaged in our personal growth and the agency’s growth. “RiSE” is what we call our culture and has six elements: Safety and well-being. Caring and supportive relationships. High expectations and accountability. Equitable Treatment and Belonging. Meaningful participation; and, Community engagement. ABOUT THE PROGRAM The goal of the Self-Sufficiency Program is to help families address barriers, and gain skills and access to employment opportunities to become self-sufficient. TANF is a collection of programs directed at improving the lives of very low-income Oregon families with children. Job Opportunity and Basic Skills (JOBS) program. 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, Provides financial desk responsibilities as assigned Supports the business support functions within the office. Assist in the determining eligibility for SNAP benefits as needed Providing support to branch staff in supporting the work and the families using the case aid model. WORKING CONDITIONS Experience constant public contact, including contact with customers under stressful conditions. Experience high volume of computer work/keyboarding in a fast-paced team environment with shared work spaces. May require a valid driver’s license or other acceptable method of transportation. The work schedule for this position will be determined by business need. May be relocated to other offices or to out-stationed sites within the district. WHATS IN IT FOR YOU A place to belong and make a difference! When you join the ODHS, you join a community of nearly 10,000 employees dedicated to serving all Oregonians. You can find connections through an Employee Resource Groups (ERGs) which are voluntary, employee-driven committees that support each other as well as the ODHS overall mission. ERG’s are an officially chartered group organized around shared cultural identity(ies) to support historically underrepresented ODHS employees and/or under and/or over-represented client populations. You can grow your career and develop professionally through ample training and committee participation opportunities. You also have access to the State of Oregon’s excellent benefits, including low-cost, high-coverage health insurance, generous time-off, and a competitive retirement plan. 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. 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. Essential Attributes. Technical or soft skills required in addition to the minimum requirements and should be highlighted in your application, resume, or cover letter. : * Experience working in a team environment as well as working independently with little supervision, regulations and procedures for a program/service. *Strong verbal, written and communication skills and excellent attention to detail and high level of accuracy. *Ability to organize work efficiently and manage multiple tasks with interruptions as well as manage the workload with competing deadlines. *Experience clearly demonstrates the ability to provide outstanding customer service by phone, in-person and by e-mail, explaining rules. 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. HOW TO APPLY Current State of Oregon employees, apply through your employee Workday profile. View this job aid for help. Click on the “Apply” button and complete your application. View this video for help. After you submit your application, be sure to respond to the public records request (PRR) authorization and gender identity question. This screen will come after you submit and will complete the process. If you are an employee, the tasks will come to your Workday inbox. 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). Applicants must be authorized to work in the United States. Applicants who require VISA sponsorship will not be considered at this time. For questions about the job duties or application process, please contact brent.lawrence@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. DHS commits 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.