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

Initial Posting Date

04/18/2025

Application Deadline

04/27/2025

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

We are proud to be an Equal Opportunity Employer and are actively working to build an equitable agency free of racism, discrimination, and bias. We believe that teams where everyone can show up as their authentic selves are foundational to a vibrant workforce that can better serve communities. We welcome members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQIA2S community members, and others to apply.

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 team!

• You are strongly encouraged to apply if you possess language skills in both English and Spanish. The language skill is preferred, but not required. If upon passing the language test, bilingual differential pay is 5% of the employee's base pay.
  
  

Oregon Department of Human Services (ODHS)

• We support Oregonians on their journey to well-being and independence by offering a range of opportunities that protect, empower, respect choice and preserve dignity.
• Equity is foundational to our role as a human service agency and we are committed to integrating equity into all that we do.
• We embrace a transformative RiSE culture that prioritizes safety, value, support, strength, and engagement.
• We empower employees to join our Employee Resource Groups that foster vibrant communities and promote shared learning.
  
  

About The Program

Self-Sufficiency Programs Mission:

To provide a safety net, family stability and a connection to careers that guide Oregonians out of poverty. The Self Sufficiency offices help administer program benefits such as food benefits (SNAP), cash for families (TANF), childcare assistance (ERDC), medical programs, refugee services, and domestic violence services.

Your duties at a glance

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.
  
  

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: 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: 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, Microsoft programs, quality keyboarding and multiline telephone. Experience using multiple systems in tandem for research and tracking details for each customer or case.
• Bilingual English/Spanish language skills encouraged.
• In your application materials indicate if you have Bilingual English/Spanish language skills.
  
  

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, 8:15am-5:15pm
• 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

• Finalists 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. 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

• Career growth and continuous learning opportunities
• Competitive benefits package – medical, dental, vision and more!
• Retirement and pension programs
• Paid vacation and sick leave
• 11 paid State observed holidays and additional special leave
• Annual merit increases (salary step increases)
• Cost of Living Adjustments
• Possible eligibility for the Public Service Loan Forgiveness Program
  
  

Application instructions

• A cover letter is optional and is not required for this application.
• Upload a resume or complete the Workday work history profile. Note: Your resume and cover letter may be uploaded in the Resume/CV field on the online application.
• You may have additional tasks to complete in Workday. Continue to check your Workday account throughout the recruitment process.
• Current state of Oregon employee application instructions – apply via your employee Workday account.
• External candidate application instruction video.
  
  

Veteran resources

• Veterans’ preference information
• How to submit your Veteran documents for preference
  
  

General resources and information

• If you have application questions or need an accommodation under the Americans with Disabilities Act (ADA) please contact brent.lawrence@odhs.oregon.gov
• Please be sure to include the job requisition number.
• How to Set Job Alerts
• The salary listed is the non-PERS qualifying salary range. If the successful candidate is PERS qualifying, the salary range will reflect an additional 6.95%.
• Please note: This recruitment may be used to fill future vacancies under the same classification and location.
• Finalists must be cleared by the FBI Criminal Justice Information Services (CJIS) through a fingerprint-based criminal records check.
  
  

Come for a job. | Stay for a career. | Make a difference... for a lifetime!