VEC Customer Service Guide Job Vacancy in Department of Human Services Hermiston, OR – Latest Jobs in Hermiston, OR

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Full Details :
Company Name : Department of Human Services
Location : Hermiston, OR
Position : VEC Customer Service Guide

Job Description : Initial Posting Date:
03/15/2022
Application Deadline:
03/27/2022
Agency:
Department of Human Services
Salary Range:
$2,723 – $3,951
Position Type:
Employee
Position Title:
VEC Customer Service Guide (Human Services Specialist 1)
Job Description:
We want you to join our team!
Do you want the opportunity to make a positive impact on the lives of Oregonians in need of resources to achieve wellbeing? Do you want to be part of a diverse workforce that collaborates and learns from each other to improve services that support children, families, and communities? If you want a career that makes a difference in the lives of more than 1 million Oregonians, we invite you to apply today .
The Office of Self Sufficiency, which is part of the Oregon Department of Human Services (ODHS), is looking to hire individuals that deliver excellent customer service and want to contribute to a welcoming environment as a Virtual Eligibility Center Customer Service Guide in Hermiston or Milton Freewater . I n this role you will aid individuals and families seeking services for our agency programs and resources over the phone. This position has the ability to be based in either Hermiston or Milton Freewater.
This position is in our Virtual Eligibility Center (VEC) and assists Oregonians over the phone. The work shift is from 10am – 7pm, Monday through Friday. Telework will be considered in filling this position but the ability to report to the Hermiston or Milton Freewater Office during training and from time to time is required .
ODHS, A place to belong and make a difference!
When you join the ODHS team, you join a community of nearly 10,000 employees dedicated to serving Oregon’s most vulnerable population.
Our Mission is to help Oregonians in their own communities achieve wellbeing and independence through opportunities that protect, empower, respect choice, and preserve dignity.
We are committed to inclusive excellence by advancing equity and diversity in all that we do. We are an affirmative Action/Equal Opportunity employer and encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQIA+ community members, and others to help us achieve our vision of a diverse and inclusive community.
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 Equity North Star has four points that explain the agency’s goals related to equity, inclusion, and racial justice.
At ODHS you…
Find connections through an Employee Resource Groups (ERGs); officially chartered groups organized around shared cultural identity(ies) to support historically underrepresented ODHS employees.
Grow your career through, FREE leadership training, ample career pathways, and committee participation opportunities.
Enjoy work/life balance, 11 paid holidays a year, flexible work schedules, remote work options, and competitive benefits packages .
To learn more about our agency,
ABOUT THE SELF SUFFICIENCY PROGRAMS:
The Self Sufficiency Offices help with food benefits (SNAP), cash for families (TANF), childcare assistance, refugee services, and domestic violence services. The goal of the Self-Sufficiency Program is to help families address barriers and gain skills and access to employment opportunities to become self-sufficient.
Self-Sufficiency Programs Mission:
To provide a safety net, family stability and a connection to careers that guide Oregonians out of poverty.
WHAT WILL YOU BE DOING:
As the first point of contact for many Oregonians 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, this position will primarily:
Work with Oregonians to support the online Oregon Eligibility system, for Supplemental Nutrition Assistance Program (SNAP), Temporary Assistance to Needy Families (TANF), and Employment Related Day Care (ERDC) and Medicaid, by phone or/and in person to resolve any questions or concerns.
Assisting Oregonians through a trauma informed lens.
Provide good customer service by ensuring information provided is given timely and accurately, responses are made in a calm, courteous and respectful manner.
WORKING CONDITIONS:
Experience constant contact with Oregonians, including contact with and possibly de-escalating customers experiencing emotional and financial stress.
Experience high volume of computer work, using various computer programs in a fast-paced team environment.
Priorities and procedures may change daily and requires the ability to be flexible in application of procedures.
Spend time answering calls and conducting the necessary follow-up research or support.
May require a valid driver’s license or other acceptable method of transportation. Occasional travel for training or meetings may be required.
Possible overtime with manager’s prior approval.
WHAT YOU NEED TO QUALIFY:
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.
You must clearly show that you meet the minimum qualifications described in your application or resume, to be considered for an interview. Your application/resume will be used in determining the pay salary step you fall in with the pay equity assessment.
ESSENTIAL ATTRIBUTES: Technical or soft skills required an addition to the minimum qualifications.
Calm, clear, professional communication skills to ensure quality customer service daily by telephone, in writing and working with peers. Ability to de-escalate or prevent escalation.
Experience eliciting information from applicants/Oregonians for a program or services.
Ability to explain rules, regulations, policies, and procedures clearly to a diverse group of people.
Experience providing information and referrals with Oregonians over the phone.
Understanding and ability to work objectively and in a supportive way with customers that may be under financial and emotional stress and with diverse groups and individuals.
Experience processing and entering data, basic computer knowledge.
ADDITIONAL REQUIREMENTS:
Successful candidates for this position will be subject to a computerized criminal history and abuse check. Adverse background information will be reviewed and could result in withdrawal of a conditional job offer or termination of employment.
HOW TO APPLY:
Your work history profile, cover letter, and resume are the perfect opportunity to highlight your interest in the position and showcase the amazing skills and experience, that make you the best candidate for the position.
Please upload a resume or complete the work history profile.
Note: Your resume may be uploaded in the Resume/CV field on the online application.
External Applicants: Click on the “Apply” button and submit your application. View this video for help.
Internal Applicants (Current State of Oregon employees): Apply via your employee Workday account. View this job aid for help.
If you are a veteran wishing to have veterans’ preference, your will receive a task in your workday account to provide military documents if you have not already provided them. For privacy reasons , please do not attach your DD214/DD215/civil service preference letter to your application. For questions about documentation, please visit: Veterans Resources .
ADDITIONAL INFORMATION:
This recruitment may be used to fill future vacancies.
This position is represented by the Service Employees International Union (SEIU).
Applicants must be authorized to work in the United States. Applicants who require VISA sponsorship will not be considered at this time.
For questions about the job duties or application process, please contact yvette.c.sather@dhsoha.state.or.us . Please be sure to include the job requisition number.
If you need an accommodation under the Americans with Disabilities Act (ADA) to participate in the application or selection process, please contact our ADA Office at DHS.RECRUITMENT@dhsoha.state.or.us .
We are happy to assist!

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