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.

Opportunity awaits! Empower Individuals & Families—Support, Guide, and Make an Impact! Join our team and help individuals and families navigate essential services with expertise and care. This role is key in ensuring smooth program operations, sharing vital policies, and providing specialized support to staff and management. If you are detail-oriented and passionate about making a difference, this is the opportunity for you!

This position is based in an Aging and People with Disability and Oregon Eligibility Partnership office and works alongside both Oregon Eligibility Partnership and Aging and People with Disability staff, providing support and answering questions from clients involved in case management, adult protective services, adult foster home licensing, and provider services.

We are looking for a Branch Operations Support (Public Benefits Specialist - Entry) | (Bilingual preferred: English/Spanish or English/Vietnamese preferred) to join our dedicated Oregon Eligibility Program (OEP) Team in Beaverton.

Bilingual English/Spanish or English/Vietnamese preferred - not required:

You do not need to be bilingual to apply or be considered for this position. If you are bilingual, we encourage you to apply! We serve diverse communities and recognize the importance of serving people in their preferred language.

Order of preference for bilingual language:

1. English/Spanish

2. English/Vietnamese

Together, we can create lasting change!

Summary of Duties

The Oregon Eligibility Partnership (OEP) is part of the Oregon Department of Human Services. ​Oregon Eligibility Partnership provides direction and support to state staff working to determine eligibility for people applying for and receiving medical, food, cash and childcare benefits. It also manages the ONE Eligibility System used to process applications and deliver benefits to eligible individuals and families in Oregon. OEP operates based on the principles of service equity, customer service, cons​istency and operational efficiency. OEP administers the ONE Eligibility system in partnership with the Oregon Health Authority (OHA) and the Department of Early Learning and Care (DELC). ​

As a Branch Operations Support, you will:

Administrative Duties/Customer Service:

• Create a welcoming environment for the public with friendly, respectful, professional, and courteous service.

• Managing incoming mail and multiple email accounts.

• Answer phones with appropriate phone system when covering phones. Including answering client’s questions in regard to programs and case specific information.

Eligibility Support:

• Explain agency notices, case and benefit issuance stats as requested by clients.

• Explore alternative resources appropriate for any clientele in office or on phone. Maintain resource information and provide Oregonian’s directions to access services.

• Managing incoming mail and multiple email accounts.

• Answer phones with appropriate phone system when covering phones. Including answering client’s questions in regard to programs and case specific information.

Eligibility Screening:

• Complete initial computer screening to determine prior case history or current eligibility.

• Screen eligibility potential for all ODHS programs and provide applicants with procedural information to apply for said programs.

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:

• Experience effectively communicating, managing multiple priorities in a fast-paced environment, and maintaining attention to detail.

• Experience actively implementing equitable practices and applying diversity, equity, and inclusion principles effectively.

• Experience with scheduling appointments for individuals in crisis while managing a high-volume workload with multiple competing deadlines.

• Experience with high intensity environments requiring deescalation skills, demonstrated through regular engagement with a diverse population and consistent resolution of crisis related interactions.

• Experience with gathering customer information to assess needs and match appropriate services.

• Experience with quickly learning new tasks, processes, and systems with efficiency and accuracy.

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, including your 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 State of Oregon does not request or require your age, date of birth, attendance or graduation dates from an educational institution during the application process.

• The use of outside resources such as Artificial Intelligence (AI) 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.

• Important: Please monitor both your email and Workday account for updates regarding this recruitment. You may be asked to submit additional information after initial application.

• The job posting closes at 11:59 PM (PDT/PST) on the close date. Immediately after you submit your application, be sure to respond to the two questionnaires relating to public records requests and veterans’ preference. These questions are necessary to complete the application process.

Working Conditions

• Work Locations: Offices and community sites.

• Hours: Monday – Friday, 8:00 a.m. – 5:00 p.m.

• This position is based in an Aging and People with Disability and Oregon Eligibility Partnership office and works alongside both Oregon Eligibility Partnership and Aging and People with Disability staff, providing support and answering questions from clients involved in case management, adult protective services, adult foster home licensing, and provider services.

• This role involves handling sensitive topics related to trauma, abuse, and crises, requiring a trauma-informed approach that is essential to ensure a safe environment.

• You may interact with individuals who have experienced trauma and may have difficulty managing their emotions.

• Be prepared for stressful situations that require quick decision-making to ensure safety for yourself and others.

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’ and Oregon National Guard preference:

• Eligible Veterans and Oregon National Guard servicemembers (current and former) who meet the qualifications of the position will be awarded candidate preference. For more information, please visit Veterans Resources.

• 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 ​Nadja Rue​. If you contact the recruiter, please include the job requisition number: REQ-194127.