Customer Service Guide (Public Benefits Specialist - Entry). Bilingual English/Spanish Preferred

Initial Posting Date: 11/26/2025 Application Deadline: 12/03/2025 Agency: Department of Human Services Salary Range: $3,952 - $5,169 Position Type: Employee Position Title: Customer Service Guide (Public

Benefits:

Specialist - Entry). Bilingual English/Spanish Preferred 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.

This position requests language ability in both Bilingual English/Spanish, though the language is not required. Consideration will be given to those who can pass the Spanish language competency exam, which may result in a 5% increase in salary.

Opportunity:

awaits! Step into a role where your efforts directly empower Oregonians to rise above poverty—become a key player in the Oregon Eligibility Partnership and facilitate access to vital services that foster equity and well-being. As a Public

Benefits:

Specialist Entry, you will work in-person in our Cottage Grove Branch assisting Oregonians. This position is not eligible for remote work. Summary of Duties As a Public

Benefits:

Specialist Entry 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. · Contribute to the welcoming environment as families interact with the department. · 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.

Minimum

Qualifications:

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: · Customer Service: Demonstrated professional demeanor that delivers quality customer service daily by telephone, in writing or in person. · Computer

Skills:

Experience:

in usage and functionality of computers, web browsers, databases, and programs such as Microsoft along with other general office equipment such as phone systems, copiers, scanners, fax, etc.

Experience:

using multiple systems in tandem for research and tracking.

· Communication:

Experience:

conveying technical concepts, including complex rules, regulations, and procedures, to customers with diverse learning styles and varying levels of familiarity with the subject.

Experience:

interpreting non-verbal cues, simplifying information into understandable components, utilizing relatable examples to illustrate intricate details, and confirming comprehension through active listening techniques.

· Collaborative Team Member:

Experience:

elevating all team member voices with inclusion.

Experience:

• building relationships with team members.

· Accuracy and Attention to Detail:

Experience:

independently reviewing and verifying information for the purpose of completing accurate data entry.

Experience:

• developing a comprehensive understanding of assignment to determine appropriate outcomes and follow up actions needed.

· Diversity, Equity, Inclusion and Belonging:

Experience:

using trauma aware and strength-based practices to create welcome.

Experience:

• assisting individuals with diverse

experience:

s and cultural backgrounds.

Experience:

providing equitable service to overcome barriers. Preference will be given to candidates that are bilingual in Spanish and English. 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. · Please make sure your application materials, resume and job history, are clearly outlined as this information will be used to determine your starting salary range. 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. Note: Your resume and cover letter may be uploaded in the Resume/CV field on the online application. · 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

education:

al institution during the application process. Working Conditions · This position works in the store front office and is not a remote position. · The work schedule is Monday – Friday, 8:00 AM to 5:00 PM. · Contact with the public, including contact with Oregonians experiencing emotional and financial stress.

· Serve a diverse range of customers with compassion and professionalism through a trauma informed lens. · May require sitting 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’ 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 Brent Lawrence. If you contact the recruiter, please include the job requisition number. · Email: Brent.Lawrence@odhs.oregon.gov 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.”