Human Services Specialist 1 (Operational Support)

Job Details

Description

The Department of Human Services (DHS) mission is the safety, health and independence for all Oregonians. We help Oregonians in their own communities achieve well-being and independence through opportunities that protect, empower, respect choice and preserve dignity. We protect children who are abused or neglected. We serve seniors and people with disabilities. We help low-income people along the road to self-sufficiency with health coverage, job preparation, childcare and other supports. Our services are delivered in the least restrictive setting and in partnership with communities. We are absolutely committed to ongoing innovation in the delivery of services, and we are committed to recruiting, developing and retaining dedicated employees.  DHS is guided by our core values of Integrity, Innovation, Respect, Service Equity, Responsibility, Stewardship and Professionalism.

DHS employs over 7,500 people, in more than 100 locations around the state, and delivers services through and in coordination with many community partners.

The Department of Human Services branch office within Self Sufficiency is currently recruiting for ONE (1) Human Service Specialist 1 position to provide operations support services for Self Sufficiency programs.  This position is permanent full-time located in Dallas (190 W. Ellendale Ave) This position is represented by a union.


This recruitment announcement will be used to establish a list of qualified candidates to fill the current vacancy and may be used to fill future vacancies as they occur.

Duties & Responsibilities

The primary purpose of this position is to provide assistance to individual and families seeking services by providing specialized assistance on behalf of program staff. This position helps to guide customers of Self Sufficiency Programs (SSP) through the sharing of rules, policies, procedures and programs by performing case aid duties in collaboration with other branch staff. This position also may assist customers in meeting emergent needs for SNAP and issues authorized payments for services.

Meet, Greet and Direct 
In a professional, respectful manner, create a welcoming environment for the public (over the telephone, in person in the lobby, at the counter and by written correspondence) by exploring the purpose of the contact and how we can be of assistance.
In a manner that preserves the dignity of the individual/family, depending on the purpose of the contact, identify and explain the service/programs and processes of the agency and district and programs.  .
Including an explanation of:

  • rules, policies, procedures,
  • programs and requirements,
  • support and expectations

In a friendly positive manner :

  1. Schedule interview, home visit, referral appointments.   Set up and maintain appointment schedules for multiple workers.
  2. Provide forms to customers to apply for or receive services either from SSP or a contract/community partner.
  3. Review applicant documents for completeness (including needed verification), for TANF, ERDC and SNAP to ensure all questions have been answered; including applications received online, electronically and in paper format. Screening may include a brief interview with customers to identify their situation as well as checking mandatory system and narrative screens.  May schedule appointments with appropriate workers in alignment with branch protocol.
  4. Receive, review and send documents on behalf of medical applicants to the appropriate Medicaid agency (Oregon Health Authority or Aging and People with Disabilities).  Provide copies of documents to customers upon request.
  5. Makes copies of required documents on behalf of customers when appropriate.

Customer Service Support

  1. Review applications, forms or other documents for compliance with program criteria and completeness including appropriate documentation if necessary.
  2. Perform specialized record processing activities requiring independent judgment to make decision or select a course of action based on laws, rules, policies and procedures within TANF, SNAP, ERDC or TA-DVS.
  1. Issues support service payments on behalf of the Family Stability Coach as authorized in the case plan.
  2. Enters attendance data into the TRACS system on behalf of the Family Stability Coach as documented by the mandatory recipient or contract provider.  Regularly reviews active case reports and seeks appropriate documentation to support attendance being reported or entered.  Sends reminders to mandatory recipients and contract partners to obtain timely attendance reporting.
  1. Schedules appointments on behalf of the case manager for home visits, coaching meetings, re-engagement meetings or referrals to appropriate community providers.
  1. Provide financial duties including: distribution and tracking, ordering or receipting bus passes and tokens, gas vouchers or support payments.

Meet with customers to determine initial eligibility for expedited SNAP when necessary.  Following  policy accurately completes the intake, documents the action taken and takes appropriate computer actions to:

  • Open expedited SNAP case when all information is available
  • Pend for required information and pass on to an HSS3 for completion.
  • Deny Expedited SNAP eligibility

Send appropriate notices for approval or denial of TANF, SNAP and ERDC applications in accordance with policy.  Could include sending missed appointment notices.

WORKING CONDITIONS

Constant public contact, including contact with customers under stressful conditions. High volume of computer work/keyboarding in a fast paced team environment with shared workspaces.  May require a valid driver’s license or other acceptable method of transportation.


The work schedule for this position will be determined by business need.  Also based on business need, this position may be relocated to other offices or to out-stationed sites within the district.

Qualifications, Required & Requested Skills

MINIMUM QUALIFICATIONS

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 paper work (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.  

REQUESTED SKILLS

  • Front desk reception experience
  • Ability to communicate detailed information to a diverse audience.
  • Experience eliciting information from applicants/recipients for a program/service
  • Experience explaining rules, regulations and procedures for a program/service
  • Experience processing, entering, and/or verifying detailed data  Experience clearly demonstrating the ability to provide outstanding customer service by phone, in-person and by e-mail.
  • Excellent attention to detail and high level of accuracy. Strong computer skills and proficient in the use of Microsoft Office applications including Word, Excel, and Outlook.
  • Ability to organize work efficiently and manage multiple tasks with interruptions, as well as manage the workload with competing deadlines.
  •  Demonstrated experience with multi-line phone.
  •  Experience working in a fast paced environment.
  •  Experience handling and maintaining confidential and/or sensitive information
  •  Strong verbal, written and communication skills
  •  Strong mathematical skills
  •  Excellent typing skills.
  •  Scanning skills.
  •  Experience working in a team environment as well as working independently with little supervision

Your application materials, including your answers to the ‘Supplemental Questions’ will be reviewed to determine if you meet the minimum qualifications and how you meet the requested skills for the position to which you have applied.  Your answers to the supplemental questions must be reflected in your application. 

Only the candidates whose experience most closely match the qualifications and requested skills of this position will be invited to an interview.

Additional Information

The State of Oregon now requires an e-mail address be provided on all applications.
 
Applicant E-Recruit Help and Support:  http://oregon.gov/jobs/Pages/support.aspx

This quick help guide can also be found on the State Jobs Page by clicking in the Applicant E-Recruit FAQ’s then click on Applicant Profile Maintenance.
                        
E-Recruit technical support:  [email protected] or call 855-524-5627 (toll free)

Information on Veterans’ Preference pointshttp://oregon.gov/jobs/Pages/Veterans.aspx

Questions and inquiries regarding this recruitment may be directed to:
[email protected], Workforce Recruitment Consultant

 
DHS will communicate with all applicants via e-mail.  

                                                              
TTY users please use the Oregon Telecommunications Relay Service: 1-800-735-2900 and ask the Telecommunications Assistant to connect you to 503-945-5698 (8:00 a.m. and 5:00 p.m. (PST) Monday-Friday.
 
If you are offered employment, the offer will be contingent upon the outcome of an abuse check, criminal records check and driving records check, and the information shall be shared with the DHS, Office of Human Resources (OHR). Any criminal or founded abuse history will be reviewed and could result in the withdrawal of the offer or termination of employment.
 
Requirements for Child Welfare positions:  FBI Criminal Justice Information Services (CJIS) clearance.

The Oregon Department of Human Services is committed to affirmative action, equal employment opportunity and workplace diversity.

PLEASE CONSIDER JOINING US!