Customer Service Guide (Human Services Specialist 1)

Initial Posting Date: 01/06/2025 Application Deadline: 01/13/2025 Agency: Department of Human Services Salary Range: $3,429 - $4,622 Position Type: Employee Position Title: Customer Service Guide (Human Services Specialist 1) 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 Eugene 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: Help individual and families seeking services by providing specialized assistance on behalf of program staff. Providing a safety net, family stability and a connection to careers that guide Oregonians out of poverty. The Self Sufficiency Offices helping and working with Oregonians and they can now apply and have access to life-changing programs such as food benefits (SNAP), cash for families (TANF), childcare assistance (ERDC), medical, refugee services, and domestic violence services 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. This position may also provide support the day-to-day functions through distribution of mail, case transfers. 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. Primarily greet and assist Oregonians through a trauma-informed lens. Working within a team that collaboratively rotates tasks to support the business needs of the office. Actively seeking to provide culturally appropriate services where individuals are treated respectfully, compassionately, and effectively in a manner that recognizes, affirms, and values the worth of children, individuals, families and communities, protecting and preserving the dignity of each. This includes: culture, language; national origin; class; race; age; ethnic background; disability; stages of development; religion; gender; sexual orientation and other differences or diversity factors. 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. Essential Attributes We are looking for candidates with: Experience providing customer service to a high volume of diverse customers in a manner that demonstrates active listening and compassion by providing information and referrals in Person and by telephone. Experience communicating with resolving conflicts/disputes with customers and developing meaningful relationships with colleagues that foster trust, inclusivity, and respect. Experience with computer skills, adept in usage and functionality of computers, web browsers, Microsoft programs, quality keyboarding and multiline telephone, email communication and learning new web-based platforms. Experience using multiple systems in tandem for research and tracking details for each customer or case and eliciting information from applicants/recipients for a program/service. Experience adapting communication style to explain complex information such as rules or procedures verbally and in writing to diverse audiences including groups who are unfamiliar with the subject and/or learn and communicate differently than you. Experience meeting or exceeding specific goals and objectives; independently identifying, assessing, and resolving barriers or inefficiencies. 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, 8:30 a.m. ? 5:30 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 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? 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-172111. Email: [email protected] Phone (call or text): 541-952-9928 Oregon state government is a large organization by nearly any standard. With over 40,000 employees working all over the state, in small communities and large, we are proving that government can be innovative. We work as a team, challenging ourselves to be better, faster and more efficient with taxpayer dollars. After all, when every day we are responsible for caring for the needs of a diverse population and thriving business community, we simply must have the best and brightest workforce. If you take responsibility for your actions, are passionate about helping others succeed, and have a reputation for excellence and honesty, why not make Oregon state government your next career move? Joining our team means you open the door to many possibilities. From entry level to executive, outdoor work to policy setting, we have a role for nearly every calling, expertise and background. If you're looking at us from across the country (or beyond!), know that Oregon is one of the most beautiful places on earth. Made up of seven diverse regions, Oregon has the ocean, mountains, valleys, high desert, cities, small towns, and almost everything in between. Oregon ?flies with her own wings.?

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