Job Description

Initial Posting Date: 08/23/2023

Application Deadline: 09/06/2023

Agency: Department of Human Services

Salary Range: $2,823 - $4,073

Position Type: Employee

Position Title: Customer Service Guide (Human Services Specialist 1). Bilingual English/Spanish Required

:

Join our Medford team in Southern Oregon!

This position is bilingual and requires duties to be done in both English and Spanish. 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.

We are proud to be an Equal Opportunity Employer. We are actively working to build an equitable agency with the as our guide toward our vision of an agency free of racism, discrimination and bias. We believe that teams in which everyone can show up as their full authentic self are key to creating a thriving 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.

Would you like to be part of a high-quality support team that provides outstanding assistance and helps Oregonians out of poverty? Do you have experience with a high volume of customer contact or working with individuals to obtain information? If you answered yes, then we want to hear from you!

We are seeking a Customer Service Guide to join the Medford Self Sufficiency team. In this role you will aid individuals and families seeking services from our agency in-person, over the phone and online.

Oregon Department of Human Services (ODHS), A place to belong and make a difference!

• When you join the

, you join a community of over 10,000 employees dedicated to serving and helping Oregonians achieve wellbeing and independence through opportunities that protect, empower, respect choice, and preserve dignity. * Connect with ODHS Employee Resource Groups (ERGs) and find a place to belong, build community and participate in shared learning. ERGs are employee-driven committees that support each other as well as the ODHS\xe2\x80\x99 overall mission and vision.

• We are committed to building an antiracist and equitable agency. Equity is foundational to our role as a human services agency, and we are committed to integrating equity into all we do. The

has four points that explain the agency\'s goals related to equity, inclusion, and racial justice. * We know that life is unpredictable and ODHS cares about keeping you well. Enjoy a work-life balance, 11 paid holidays a year, flexible work schedules, and
including health, dental, vision and much more! * If you have federal student loan debt or are thinking of going back to school, then you might benefit from the
. If you make 120 qualifying payments on your student loan while working full-time for a qualifying employer, your student loan debt may be forgiven.

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 with 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 face 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 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.

Working conditions:

• Experience constant contact with the public, including contact with customers experiencing emotional and financial stress.
• Experience high volume of computer work, using various computer programs in a fast-paced team environment.
• Priorities and procedures may change daily and requires the ability to be flexible in application of procedures.
• Work schedule is Monday \xe2\x80\x93 Friday 8am to 5pm on-site at the Grants Pass office.

Minimum qualifications / 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.

You must clearly show that you meet the minimum qualifications in your application or resume to be considered for an interview. Your application and/or resume will be used when completing a pay equity assessment. The pay equity assessment determines your pay rate/salary step, so complete and detailed history of work, education, and other experience is helpful.

Essential attributes:

• Customer Service: Calm, professional demeanor that delivers quality customer service daily by telephone, in writing or in person. Ability to demonstrate active listening and compassion to serve diverse customer needs.
• Communication: Strong ability to communicate with diverse groups and individuals in areas such as responding to inquiries, narrative reports and instructional materials with limited supervision. Experience explaining regulations and procedures for complex programs and services to a non-technical audience.
• Adaptable/ongoing learner: Demonstrated ability to apply lessons-learned to varying environments and situations; welcome constructive feedback and suggestions to strengthen work performance.
• Commitment to team: Demonstrated commitment to developing relationships that establish trust, approachability, and flexibility amongst individuals with diverse learning and communication styles. Inclusive and respectful of others\xe2\x80\x99 contributions and ideas.
• Organizational skills: Ability to remain organized, have good time management skills, and prioritize work tasks and responsibilities appropriately in a fast paced, high productivity environment.
• Accuracy and Attention to detail: Ability to review and verify information for the purpose of completing accurate data entry. Dedication to developing a comprehensive understanding of assignment to determine appropriate outcomes and follow up actions needed.
• Computer use: Experience and knowledge in the use of Microsoft Office, internet search engines, and emails.

Please be sure to clearly describe how you meet these attributes within your application materials. These attributes will be used to determine which candidates will be selected to move forward in the process.

How to apply:

Your work history profile, cover letter, and resume are the perfect opportunity to highlight your interest in the position and showcase your skills and experience that make you the best candidate for the position.

• Please upload a resume or complete the full, detailed Workday history profile. Note: Your resume and cover letter may be uploaded in the Resume/CV field on the online application.
• A cover letter is not required for this application. However, you may attach one if you wish. This may help the manager understand better how you possess the essential attributes.
• Current State of Oregon employees: Apply via your employee Workday account. Ensure that your Workday is updated and includes your work and education history.
• If you are not a current State of Oregon employee: view this

. * After you submit your application, you will have additional tasks to complete in Workday. Please continue to check your Workday account throughout the recruitment process.

Additional 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. Applicants who require VISA sponsorship will not be considered at this time. Within three days of hire, you will be required to complete the US Department of Homeland Security\xe2\x80\x99s 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.

Helpful information:

• This position is represented by the Service Employees International Union (SEIU).
• This recruitment may be used to fill future vacancies.
• Have questions about Workday, and want some tips on understanding the state application process? Check out our

page. * If you need an accommodation under the Americans with Disabilities Act (ADA), please contact
. * If you have questions or need assistance with the application process, reach out to Brent Lawrence via email at

• Please be sure to include the job requisition number when you reach out.

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

State of Oregon