Human Services Specialist 1 (Customer Service Guide)

State of Oregon - Enterprise, OR3.9


UPDATE: If you had previously applied under announcement number DHS18-1111 and qualified, you need not reapply. Your name will automatically be added to the list of qualified candidates for this recruitment.
Do you have excellent organizational skills? Are you detail orientated and a strong communicator? If this is you, apply today to this excellent opportunity! The Oregon Department of Human Services is seeking a Human Service Specialist 1 (Customer Service Guide) who is energetic and reliable. Come and join our Self Sufficiency team at our Enterprise, OR (104 Litch St.) field office. This is a permanent, part-time Job Share position (Please note that this position's salary is half the monthly amount) and is represented by a union.

In this role you will be responsible to enhance the department's mission in supporting the day to day operations of the office. Within this position, 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.

In addition to the financial duties, this position will support the day-to-day functions of the office which could include business functions such as front desk support for clients entering the building, responding to phone calls and directing the caller to the need for which they are looking for. This position may also provide support for the day-to-day functions through distribution of mail, case transfers, application review when submitted via in person or electronically, phone calls, appointments, emails, etc.

Some of the daily duties you will be responsible for:
Financial Duties
Support the functions of the branch office by preparing and issuing out financial support to families or specific needs of the branch office.
All issuance and records will be documented through the TRACS system as well as tracking within the branch process and business protocols.
Duties could include check writing, ordering of public transportation vouchers, issuing the Oregon Trail Card timely and accurately, accounting for negotiables, etc.
Meet, Greet and Direct
In a professional, respectful manner, create a welcoming environment for the public (over the telephone, in person in the lobby, at the counter and by written correspondence) by exploring the purpose of the contact.
In a manner that preserves the dignity of the individual/family, depending on the purpose of the contact, identify and explain the service/programs and processes of the local resources, agency and district.

Including an explanation of:
rules, policies, procedures,
programs and requirements
support and expectations

In a friendly positive manner:
Direct customers to the appropriate individual, service or resource.
Schedule intake appointments. Set up and maintain appointment schedules.
Check the on-line application system to determine if submitted applications need to be assigned and appointments need to be scheduled. Assign and schedule interview appointments for the Benefits and Eligibility Specialists.
Narrate actions taken on behalf of customers on their case record (TRACS) for appointments, notices, etc.
Provide agency forms to customers and maintain supplies of agency forms in the lobby and at critical work stations
Maintain the lobby/reception area in a manner that supports a trauma informed philosophy which includes a calm environment that is clean and organized for maximized efficiencies.
Review documents for completeness (including needed verification), for TANF, ERDC and SNAP to ensure all questions have been answered; including applications received online, electronically and in paper format.
Receive, review and send documents on behalf of medical applicants to the appropriate Medicaid agency (Oregon Health Authority, Child Welfare or Aging and People with Disabilities).
Provide copies of documents to customers when appropriate or requested including contact information of appropriate Medicaid agency.
Provide, in accordance with the branch standards, bus passes/tokens, gas vouchers or other negotiable documents as approved by the worker.
Accurately track negotiable document distribution in accordance with the Field Business Procedures Manual.
Customer Service Support
Maintain checkout log for state vehicles insuring maintenance requirements are followed
Maintain work area in an organized and clean manner to support others and cover duties as necessary
Review lobby flow and if needed or directed, provide navigation services to gain efficiencies in the lobby and reduce lines/waits for customers.
Other duties as assigned

Constant public contact, including contact with customers under stressful conditions. High volume of computer work/keyboarding in a fast paced team environment with shared workspaces. May require a valid driver's license or other acceptable method of transportation.

The work schedule for this position will be determined by business need. Also based on business need, this position may be relocated to other offices or to out-stationed sites within the district.

Here is what we are looking for:
Front desk reception experience
Experience eliciting information from applicants/ recipients for a program / service
Experience communicating with and resolving conflicts/ disputes with customers
Experiencing providing information and referral in person and by telephone
Experience handling confidential and/ or sensitive information
Experience processing, entering, and/ or verifying detailed data
Experience working with individuals of a diverse population
Excellent Customer Service Skills
Strong Communication Skills
Teamwork oriented

Two years' experience either interviewing to obtain personal or technical information or substantial people contact. This experience must have involved a high volume of paper work (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.

Only the candidates whose experience most closely match the qualifications and requested skills of this position will be invited to an interview.

Additional Information
The state of Oregon is now requiring all applications have a valid email address.

Applicant E-Recruit Help and Support
This quick help guide can also be found on the State Jobs Page by clicking in the Applicant E-Recruit FAQ's then click on Applicant Profile Maintenance.

E-Recruit technical support:

Information on Veterans' Preference points

Questions and inquiries regarding this recruitment may be directed to:
Elizabeth Schroeder, Workforce Recruitment Consultant

DHS will communicate with all applicants via e-mail.

TTY users please use the Oregon Telecommunications Relay Service: 1-800-735-2900 and ask the Telecommunications Assistant to connect you to 503-945-5698 (8:00 a.m. and 5:00 p.m. (PST) Monday-Friday.

If you are offered employment, the offer will be contingent upon the outcome of an abuse check, criminal records check and driving records check, and the information shall be shared with the DHS, Office of Human Resources (OHR). Any criminal or founded abuse history will be reviewed and could result in the withdrawal of the offer or termination of employment.


The Oregon Department of Human Services is committed to affirmative action, equal employment opportunity and workplace diversity.
Core benefitsMedical, vision and dental insurance Comprehensive medical, dental and vision plans for the employee and qualified family members $5,000 in employee basic life insuranceRetirement benefits
Membership in the Public Employees Retirement System (PERS)/Oregon Public Service Retirement Plan (OPSRP) Employer paid defined benefit and defined contribution programs**Effective November 1, 2016, SEIU represented employees who are Public Employee Retirement System (PERS) participating members will have their base salary increased by 6.95%. Upon becoming a PERS participating member, SEIU employees pay the employee 6% contribution to PERS.
Paid leaves and other benefits
Sick leave earned at the rate of 8 hours per a month with no maximum accumulation Vacation leave earned at a minimum rate of 8 hours per month with accrual rate increases at 5-year increments 24 hours personal leave earned each fiscal year Ten paid holidays a yearThe state also provides access to an innovative Employee Assistance Program that offers work-life counseling, along with homeowner, legal and family resources.

Optional benefits
Term life (employee, spouse or domestic partner, and dependents Long-term and short-term disability Accidental Death and Dismemberment Long-term care (self and eligible family members) Flexible spending accounts Option to enroll in the Oregon Savings Growth Plan, a deferred compensation program offering a wide variety of investment options.
The following information describes typical benefits available for employees. Actual benefits received may differ by position or branch of government or be prorated for other than full time work.