Initial Posting Date:

08/14/2024

Application Deadline:

08/21/2024

Agency:

Department of Human Services

Salary Range:

$3,218 - $4,338

Position Type:

Employee

Position Title:

Virtual Eligibility Applicant Portal Technician (Public Service Representative 3) Bilingual English/Spanish

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. 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 the opportunity to make a positive impact on Oregonians in need of support and resources? If so, we’d love to hear from you!

We're in search of a skilled individuals to take on a key role in our team as the Virtual Eligibility Applicant Portal Technician for the Office of Oregon Eligibility Partnership part of the Oregon Department of Human Services. In this role you will, explain specialized and technical information within the Applicant Portal screens regarding Supplemental Nutrition Assistance Program (SNAP), Temporary Assistance of Needy Families (TANF), Emergency Related Daycare (ERDC), and Medicaid programs to support the Online Oregon Eligibility System (ONE System) while assisting the Oregonian with completing their online application.

Summary of Duties

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

Explain specialized and technical information within the Applicant Portal screens regarding SNAP, TANF, ERDC, and Medicaid programs; via phone, or in writing, assisting Oregonians with completing their online application. This could include:

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

• Resetting passwords

• Unlocking accounts

• Troubleshooting technical errors

• Manually verifying identity to assist in online account set-up

• Assistance 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

To qualify for this position, you must be bilingual in Spanish and English.

• Two years of experience in customer service.

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

Essential Attributes

We are looking for candidates with:

• Experience collaborating with a team to reach a common goal.

• Experience working with an equitable and trauma-informed approach.

• Experience proactively communicating in collaboration with others to meet deadlines.

• Experience communicating clearly and precisely through different platforms (examples: cell phone, email, in person, Microsoft Teams).

• Experience working in a high-volume call center.

• Experience interacting with high volume diverse customers explaining, rules, policy, procedure, and providing customer service through a positive approach.

Attention all candidates! A cover letter is required. 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.

Working Conditions

• This is a fully remote position.

• While training your work schedule will be Monday – Friday 8:00 a.m. – 5:00 p.m. Pacific Standard Time (PST)

• You will interact with a wide range of people including some who have experienced trauma and may exhibit challenges in controlling their emotions.

• You will have occasional required travel within Oregon for the purpose of attending meetings.

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 Rosario Barbour. If you contact the recruiter, please include the job requisition number: REQ-163183

• Email: Rosario.DelaCruz-Barbour@odhs.oregon.gov

• Phone (call or text): 503-701-1045