Customer Service Guide (Human Services Specialist 1)

Initial Posting Date: 10/27/2025 Application Deadline: 11/03/2025 Agency: Department of Human Services Salary Range: $3429.00 - $4622.00 Position Type: Employee Position Title: Customer Service Guide (Human Services Specialist 1) Job Description: Customer Service Guide (Human Services Specialist 1) REQ-189303 Multiple vacancies (bilingual English/Spanish required) Salary Range: $3,429 - $4,622 Salem (4600 25th Ave NE) 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 both English and 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 of the employee’s base pay. OPPORTUNITY AWAITS! Would you like the opportunity to make a positive impact on Oregonians in need of support and resources? Would you enjoy working with a diverse team that collaborates and learns together in service of children, families, and communities? If so, step into a role where your efforts directly empower Oregonians to rise above poverty—become a key player in the Oregon Eligibility Partnership and facilitate access to vital services that foster equity and well-being. Summary of Duties Oregon Eligibility Partnership (OEP) is a program within ODHS that determines eligibility for people living in Oregon who apply for medical, food, cash and childcare benefits through the ONE eligibility system. OEP plays a critical part of the eligibility process that moves beyond integration and equality, to focus on equity of services and providing timely, accurate, and necessary eligibility determinations through a person-centered approach. As a Customer Service Guide, you will: Helping individuals and families seeking services by providing specialized assistance on behalf of program staff. Providing a safety net, family stability and a connection to careers that guide Oregonians out of poverty. The primary focus of OEP – Oregon Eligibility Partnership Program is helping and working with Oregonians and they can now apply and have access to life-changing programs such as food benefits (SNAP), cash for families (TANF), childcare assistance (ERDC), medical, refugee services, and domestic violence services and long-term care services in-person, by phone and via our online applicant portal to answer case status and other inquiries; provide information on how to access community resources. This position may also provide support the day-to-day functions through distribution of e-mail and case transfers. The first face of contact in most offices for customers either entering the physical office or 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. Primarily greet and assist Oregonians through a trauma-informed lens. Working within a team that collaboratively rotates tasks to support the business needs of the office, tasks may include scheduling intakes for all programs, financial functions and customer service. Actively seeking to provide culturally appropriate services where individuals are treated respectfully, compassionately and effectively in a manner that recognizes, affirms and values the worth of children, individuals, families and communities, protecting and preserving the dignity of each. This includes culture, language; national origin; class; race; age; ethnic background; disability; stages of development; religion; gender; sexual orientation and other differences or diversity factors. WORKING CONDITIONS: Your typical work schedule will be Monday – Friday, 10:00 a.m. – 7:00 p.m. Pacific Standard Time (PST). This is a Hybrid position. You may interact with a wide range of people including some who have experienced trauma and may exhibit challenges in controlling their emotions that may require quick decision-making to ensure the safety or themselves and others. Fast-paced position that includes a high volume of individual and family contact. Potentially, you may have required overnight travel to attend statewide meetings, trainings and Coverage. Priorities and procedures may change daily and requires the ability to be flexible in application of procedures. The work schedule for this position will be determined by business need. MINIMUM QUALIFICATIONS (MQ's): 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. A photocopy of your transcripts must be attached to your application materials if using college courses to meet the minimum qualifications. ESSENTIAL ATTRIBUTES: We are looking for candidates with: Customer Service: Experience providing high-volume customer service with active listening and compassion, offering information and referrals by phone to diverse individuals. Professionalism & Integrity: Experience handling confidential or sensitive situations and information with unwavering professionalism, holding self and others to high standards of honesty and integrity. Technical Proficiency: Proficient in using computers, Microsoft Office, web browsers, email, and multi-line phones; able to learn new web-based platforms and schedule appointments. Multisystem Navigation: Skilled in using multiple systems simultaneously to research, track case details, and gather information from applicants or recipients. Communication, Collaboration & Conflict Resolution: Ability to explain complex rules or procedures clearly in writing and verbally to diverse audiences, adapt communication style as needed, resolve disputes, and build respectful, inclusive relationships with colleagues. ATTENTION ALL CANDIDATES! To help us better understand your qualifications and fit for this role, please include a brief response to each of the essential attributes in your application materials. Your responses should highlight specific examples from your experience that demonstrate how you meet each attribute. This information will be used as part of the evaluation process. Please make sure your application materials, resume or job history, are clearly outlined as this information will be used to determine your starting salary range. Note: Your cover letter (if requested) and resume may be uploaded in the Resume/CV field on the online application. 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. 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 Amazing benefits package. Cost of Living Adjustments. Possible eligibility for the Public Service Loan Forgiveness Program. Annual salary increases (until you reach the top of the listed salary range). ODHS Employee Resource Group communities that promote shared learning. EMPLOYMENT 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 ADA.DHS@dhsoha.state.or.us for accommodation requests under the Americans with Disabilities Act (ADA), application questions or job-specific questions. The recruiter for this position is Jennifer Moisa. If you contact the recruiter, please include the job requisition (REQ) number listed at the top of this job post. Email: JENNIFER.M.MOISA@odhs.oregon.gov Oregon state government is a large organization by nearly any standard. With over 40,000 employees working all over the state, in small communities and large, we are proving that government can be innovative. We work as a team, challenging ourselves to be better, faster and more efficient with taxpayer dollars. After all, when every day we are responsible for caring for the needs of a diverse population and thriving business community, we simply must have the best and brightest workforce. If you take responsibility for your actions, are passionate about helping others succeed, and have a reputation for excellence and honesty, why not make Oregon state government your next career move? Joining our team means you open the door to many possibilities. From entry level to executive, outdoor work to policy setting, we have a role for nearly every calling, expertise and background. If you’re looking at us from across the country (or beyond!), know that Oregon is one of the most beautiful places on earth. Made up of seven diverse regions, Oregon has the ocean, mountains, valleys, high desert, cities, small towns, and almost everything in between. Oregon “flies with her own wings.”