Benefits Support Staff (Public Benefits Specialist, Entry)

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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, this may be the position for you!

As a Benefits Support Staff, you will work in the Albany office assisting individuals and families of your community in-person.

Summary of Duties

As a Benefits Support Staff, you will be the first point of contact for customers entering the physical office or connecting virtually through the online applicant portal or by telephone. This position supports the day-to-day operations of the office. Responsibilities include, but are not limited to:

• Contribute to a welcoming environment as families interact with the department.

• Greet and assist customers and colleagues through a trauma-informed lens.

• Assist customers 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.

• Obtain initial information from customers in-person, by phone and via our online applicant portal to provide status updates about their case, answer other inquiries and provide information on how to access community resources.

• Work within a team that collaboratively rotates tasks to support the business needs of the office.

• Complete a high volume of work in a fast-paced environment using various computer programs to track customer details, generate system notices, coordinate internal communication, and document or reference procedures, policies and processes.

Minimum Qualifications

A valid driver’s license and acceptable driving record are required for this position.

• Two years of experience working in a reception area or call center either interviewing to obtain information or providing customer service. This experience must have involved a high volume of work (e.g., data entry, assuring information on applications is complete and accurate, completing necessary documents, etc.);

OR

• An associate degree in a Behavioral Science, Social Science or a closely related field AND six months of experience working in a busy reception area or call center either interviewing to obtain information or providing customer service;

OR

• An equivalent combination of education, training, and experience relative to the class concept.

Essential Attributes

We are looking for candidates with:

• Experience adapting communication style to explain complex processes and/or outcomes to people with diverse communication and learning styles.

• Experience with technical skills that include basic computer and search engine knowledge, email communication and learning new web-based platforms.

• Experience conducting work that requires attention to detail, particularly with data entry and reviewing documents.

• Experience working collaboratively with others as part of a diverse team who may have different work styles and personalities.

• Experience handling confidential information with unwavering professionalism, holding self and others to high standards of honesty and integrity.

Attention all candidates! A Cover Letter is required; if you do not submit a Cover Letter, your application will be declined.

• 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.

• Please upload a resume or complete the work history profile. Note: Your resume and cover letter may be uploaded in the Resume/CV field on the online application.

• If you are selected as the final candidate and a degree is listed as a minimum qualification for the position, please be prepared to provide verification of your completed education before moving forward in the hiring process.

• 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.

• The State of Oregon does not request or require your age, date of birth, attendance or graduation dates from an educational institution during the application process.

Working Conditions

• A valid driver’s license and acceptable driving record are required for this position.

• Your work schedule will be 8:00 a.m. – 5:00 p.m., Monday – Friday on-site and in-person at the Albany ODHS branch office. Hours may fluctuate based on business needs.

• You will have contact with the public, including with Oregonians experiencing emotional and financial stress.

• You will serve a diverse range of customers with compassion and professionalism through a trauma informed lens.

• You may be required to sit 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 Group communities 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’ and Oregon National Guard preference:

• Eligible Veterans and Oregon National Guard servicemembers (current and former) who meet the qualifications of the position will be awarded candidate preference. For more information, please visit Veterans Resources.

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 Heather Whelan. If you contact the recruiter, please include the job requisition number: REQ-204681.

• Email: Heather.S.Whelan@odhs.oregon.gov

• Phone (call or text): 503-979-8682