Initial Posting Date:

06/09/2025

Application Deadline:

06/16/2025

Agency:

Department of Human Services

Salary Range:

$3,429 - $4,622

Position Type:

Employee

Position Title:

Virtual Eligibility Applicant Portal Technician (Public Service Representative 3) – Spanish bilingual required

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.

To qualify for this position, you must be bilingual in Spanish and English. The job offer will be contingent upon passing test(s) evaluating your proficiency in the bilingual requirements for this position. Upon passing the test(s), you will receive 5% bilingual differential pay.

Opportunity awaits! Would you like a career that is both rewarding and provides an opportunity for career growth? If you have experience providing technical support in a fast-paced environment and person-centered customer service, then this may be the position for you!

Summary of Duties

This position is part of an applicant portal call center. As a Virtual Eligibility Applicant Portal Technician, you will:

• Explain specialized and technical information within the Applicant Portal screens to Oregonians completing their online application. This support will be provided over the phone and in writing regarding program benefits we administer, such as, Supplemental Nutrition Assistance Program (SNAP), Long Term Care (LTC) services, Temporary Assistance to Needy Families (TANF), Employment Related Day Care (ERDC), Domestic Violence services and Medicaid (Health insurance).

• Provide technical support for the Oregon ONE eligibility website and Oregon ONE Mobile App.

• Reset passwords.

• Unlock accounts.

• Troubleshoot technical errors.

• Manually verify identity to assist in online account set-up.

• Assist with navigating through application screens and dashboards.

• Explain policies, procedures, and regulations regarding privacy, security, and federal identity assurance levels in regard to user accounts.

Minimum Qualifications

• Two (2) years of experience in customer service.

  • One (1) year of which must have included explanation of rules, regulations, and policies and responsibility for dealing with unique or unusual situations.

• For this position, you must be bilingual in Spanish and English to qualify.

Essential Attributes

We are looking for candidates with:

• Experience providing technical support in a call center environment to diverse audiences verbally and in writing.

• Experience explaining complex information and procedures verbally and in writing to diverse audiences in a culturally responsive manner.

• Experience with technical skills that include advanced computer and search engine knowledge, email communication and navigating web-based platforms.

• Experience prioritizing tasks and managing workload to consistently meet deadlines in a fast paced, dynamic environment.

• Experience building trust-based relationships with colleagues and adapting to changing priorities collaboratively as a team.

• Experience providing equitable service with respect and compassion to community members who have historically been marginalized, underserved, in crisis, or disadvantaged.

Attention all candidates! A cover letter is required! Your cover letter may be uploaded in the Resume/CV field in the online application. Clearly describe how you meet the minimum qualifications and essential attributes in your application materials. Please include detailed work and education history that includes the month/year start date and month/year end date for each role/job. Additional information and/or materials cannot be accepted after the application deadline. Your application materials will determine if you are selected to move forward in the hiring process and will be used to determine your starting salary range.

Working Conditions

• Your work schedule will be 9:30 a.m. - 6:30 p.m., Monday – Friday Pacific Time (PT). This ongoing work schedule is not negotiable and will not be adjusted to accommodate other time zones.

• Your training schedule will be 8:00 a.m. - 5:00 p.m., Monday – Friday Pacific Time (PT).

• This position is eligible for hybrid remote work. The ability to report to a local VEC (Virtual Eligibility Center) office is required when training, business or operational needs are dependent on onsite activities.

• Travel expenses are not provided, nor reimbursable for remote work employees per travel policy paragraph 105: https://www.oregon.gov/das/Financial/Acctng/Documents/40.10.00.pdf

• 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.

• 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.

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 Alissa Walker. If you contact the recruiter, please include the job requisition number.

• Email: ALISSA.WALKER@odhs.oregon.gov

• Phone (call or text): 503-519-1807