Customer Service Guide (Human Services Specialist 1)

Job Description :

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.

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 team!

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’ 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!

What you need to qualify (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.

Candidates must clearly demonstrate meeting the minimum qualifications (What you need to qualify) in their submitted resume or application.

This is best done by submitting a complete (long version) resume and / or application with all work experience, including all job duties, education, and relevant volunteer work.

We are unable to accept additional information after the posting deadline.

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.

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.

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.

Your duties at a glance

As an employee working in the (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 be :

Enhancing the department’s mission in supporting the day-to-day operations of the office. The primary purpose is to take the lead role in the tracking, issuing, and accounting for all financial actions and requirement needed.

This work is vital to the infrastructure of the office as well as families in which the department serves.

Helping individual and families seeking services by providing specialized assistance on behalf of program staff.

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.

Working conditions

Your work will be conducted in the Office . This position is not (Remote / Hybrid) Work.

Your work schedule will be 8 a.m. 5 p.m. PST , Monday Friday .

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.