Department of Human Services

Customer Service Guide (Human Services Specialist
1)

Department:
Human Services
• Job Category:
Social Services
•

Location:

Albany, OR
• Position Type:
Employee
• Salary: $2,823 - $4,073
• Posting Date: 07/18/2023
• Final date to receive applications: 08/02/2023
• Language Requirement:
Bilingual English/Spanish

Start your career with our Albany Customer Service Team and help assist our Spanish speaking families! We are proud to be an Equal Opportunity Employer and are actively working to build an equitable agency. We welcome members of historically underrepresented groups, women, individuals with disabilities, veterans, LGBTQIA2S+ community members, and others to apply. This role is not remote and will be based in our Albany Branch.

• Act as the first point of contact for Oregonians seeking services, creating a welcoming environment for families.
• Support day-to-day office operations, including telephone and in‑person inquiries for SNAP, TANF, ERDC, Medicaid, and other self‑sufficiency programs.
• Assist Oregonians with the Oregon Eligibility system for SNAP, TANF, and ERDC and Medicaid by phone or in person.
• Provide trauma‑informed support and address questions or concerns related to eligibility and benefits.
• Perform financial desk responsibilities as assigned.
• Support business operations and provide assistance to branch staff using the case aid model.

• Minimum of two years of experience interviewing to obtain personal or technical information or substantial people contact with high volume paperwork.
• College‑level coursework may substitute for on‑the‑job experience (associate degree: 18 months, bachelor’s degree: 3 years, master’s degree: 4 years, doctorate: 5 years).
• Proficiency test in English and Spanish required.
• Experience navigating online systems such as Microsoft Word, Excel, email, and search engines.
• Experience explaining complex rules or procedures in a non‑technical manner.
• High accuracy in processing, entering, and verifying detailed data.
• Ability to work independently and as part of a team.
• Valid driver’s license or acceptable transportation method required.

• Bilingual communication in English and Spanish.
• Front‑desk or reception experience with excellent customer service and communication skills.
• Ability to elicit information and handle confidential data.
• Experience with online systems and Microsoft Office.
• Clear, concise explanation of complex rules to diverse audiences.
• Highly accurate data entry and verification.
• Strong independent work ethic and teamwork abilities.

• High public contact, including de‑escalating emotionally or financially stressed customers.
• Fast‑paced, high volume computer work in a team environment.
• Changing priorities and procedures; requires flexibility.
• Front‑office, store‑front location; not a remote position.
• Valid driver’s license or other acceptable method of transportation required.

• Submit a work history profile, cover letter, and resume via Workday.
• Upload your resume and cover letter to the Resume/CV field; cover letter is optional but encouraged.
• Current State of Oregon employees should apply via their Workday account.
• Non‑employees should view the instructional video and complete required steps in Workday.
• After submission, monitor your Workday account for additional tasks.

• Computerized criminal history and abuse check for finalists.
• U.S. Department of Homeland Security I‑9 form within three days of hire; use of E‑Verify for work authorization.
• Oregon Department of Human Services does not offer visa sponsorship.
• Valid driver’s license or acceptable transportation method required.

• This position is represented by Service Employees International Union (SEIU).
• Recruitment may be used to fill future vacancies.
• For assistance with the application process or accommodations under the ADA, contact Yvette Sather‑Medford at yvette.c.medfordgon.gov and include the job requisition number.

Come for a job. | Stay for a career. | Make a difference… for a lifetime!