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Customer Service Guide (Human Services Specialist 1)

New Job Customer Service Guide (Human Services Specialist 1) In Oregon

Customer Service Guide (Human Services Specialist 1)
Customer Service Guide (Human Services Specialist 1)

Customer Service Guide (Human Services Specialist 1)

Company : Jobssummary / Indeed
Salary : $2,823 - $4,073 a month
Location : Oregon

Full Description

Initial Posting Date:
10/24/2022
Application Deadline:
11/08/2022
Agency:
Department of Human Services
Salary Range:
$2,823 - $4,073
Position Type:
Employee
Position Title:
Customer Service Guide (Human Services Specialist 1)
Job Description:
Join our support team in the beautiful Umatilla County area!
We are proud to be an Equal Opportunity Employer. We are actively working to build an equitable agency with the
Equity North Star
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.
Are you passionate about serving your community and providing outstanding customer service to Oregonians? Do you have experience with a high volume of customer contact and 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 our VEC (Virtual Eligibility Center) team.
This is a hybrid telework position. Hybrid telework positions primarily complete their work remotely in close proximity to one of the following offices for on-site trainings, meetings and as operational needs require: Hermiston, Pendleton or Milton-Freewater.
Oregon Department of Human Services (ODHS), A place to belong and make a difference!
  • When you join the
    ODHS
    , 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’ 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
    Equity North Star
    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
    competitive benefits packages
    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
    Student Loan Forgiveness Program
    . 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.
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. A photocopy of your transcripts must be attached to your application materials if using college courses to meet the minimum qualifications.
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 work and education history is helpful.
Individuals with bilingual Spanish/English language skills are encouraged to apply. Bilingual differential pay is available and contingent upon passing test(s) evaluating your proficiency in a language other than English. Please note, bilingual language skills are encouraged but not a requirement for this position.
Essential attributes:
We are looking for candidates that have....
  • Ability to deliver outstanding customer service including calm, clear, professional communication skills to ensure quality customer service daily by telephone and in writing.
  • Ability to organize work efficiently, prioritize multiple tasks and obligations with deadlines, and produce high quality results while working through multiple interruptions.
  • Experience explaining complex rules, regulations, or procedures to people of diverse backgrounds and situations.
  • Experience preventing escalation and/or deescalating situations to help resolve conflicts, find common ground and foster cooperation.
  • Commitment to teamwork and a positive work environment.
  • Initiative and drive to continuously learn and expand your knowledge, skills and goals.
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.
Our Agency’s vision:
To provide a safety net, family stability and a connection to careers that guide Oregonians out of poverty. Our programs help maintain independence, promote safety, well-being, honor choice, respect cultural preferences and uphold dignity. Some of the services and benefits provided are food benefits (SNAP), cash for families (TANF), childcare assistance (ERDC), medical programs, refugee services, long-term care services and domestic violence services.
Your duties at a glance:
As a Customer Service Guide, you will...
  • Be the first point of contact for Oregonians and provide a welcoming interaction with the department.
  • 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 by phone or our online applicant portal to resolve any questions or concerns.
  • Assist Oregonians through a trauma informed lens.
  • Work within a team collaboratively to support the business needs of the team and office.
Working conditions:
  • Experience constant contact with the public, including contact with and possibly de-escalating 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.
  • The work schedule is Monday – Friday from 10am to 7pm or 9am to 6pm.
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 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
    application instructional video
    .
  • 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. 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.
  • May require a valid driver’s license or other acceptable method of transportation.
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
    Oregon job opportunities
    page.
  • If you need an accommodation under the Americans with Disabilities Act (ADA), have questions or need assistance with the application process, please contact or reach out to Alissa Walker via email at [email protected]. Please be sure to include the job requisition number.
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