Branch Operations Support (Public Benefits Specialist, Entry)

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! Empowering individuals and families by providing tailored support and guidance through Self Sufficiency Programs (SSP)—this role serves as a vital link between customers and program staff, offering case aid services, clarifying policies, and helping meet urgent needs such as SNAP benefits and service payments. 

We are expanding our team in  Oregon City!  If you're passionate about helping others, we have an opening for a Branch Operations Support (Public Benefits Specialist, Entry) position within our Self Sufficiency Program (SSP). 

Together, we can create lasting change! 

Summary of Duties 

Oregon's Self-Sufficiency Programs (SSP) provide resources, like cash and food assistance, as well as targeted services to help people move out of poverty and​ toward whole well-being. ​Programs include food benefits (SNAP), cash assistance (TANF), services for domestic violence survivors, resources for refugees and support for youth experiencing homelessness. 

As a Branch Operations Support, you will:     

• Support the Family Engagement team that is supporting the cash assistance (TANF) services.  

• Schedules appointments on behalf of the case manager for home visits, coaching meetings, re-engagement meetings or referrals to appropriate community providers.  

• Provide forms to customers to apply for or receive services either from SSP or a contract/community partner.  

• Review applications, forms or other documents for compliance with program criteria and completeness including appropriate documentation if necessary.  

• Support the infrastructure of the office by supporting the day-to-day operation.  

• Assisting Oregonians through a trauma informed lens. 

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:   

• Demonstrated ability to engage respectfully with individuals from diverse cultures, identities, and backgrounds.  

• Experience with reviewing documents and managing records with attention to detail and reliability.  

• Demonstrated ability to communicate clearly and compassionately with clients, colleagues, and community partners.  

• Experience working well in a team by sharing responsibilities, offering help, and maintaining professionalism. 

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.  

• 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: In-person office environment.  

• Work Environment: Direct public interaction, including engagement with customers in high-pressure situations. 

• Cubicle-based and front desk workspace with frequent interruptions and high noise levels.  

• Fast-paced setting with constantly evolving policies and procedures. 

• Repetitive motions, prolonged sitting, and daily use of computers and technology. 

• High-volume computer work and keyboarding in a dynamic team environment.   

• Hours: Monday through Friday, 8:00 AM to 5:00 PM. This position follows a standard weekly schedule, though hours may vary. Occasional overtime—including evenings and weekends—may be required based on program needs.  

• Travel: Occasional travel for meetings, trainings, and other case related activities. This includes required occasional overnight travel. 

• 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. 

• A valid driver’s license and acceptable driving record are required for this position.   

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 ​Nadja Rue​. If you contact the recruiter, please include the job requisition number: REQ-191104.