DHS is about people. We help Oregonians be independent, healthy, and safe. We protect children who are abused or neglected. We provide treatment services to people whose lives are damaged by alcohol and drugs. We serve seniors, people with disabilities, and people with mental illness. 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.
The Department of Human Services branch office within Self Sufficiency is currently recruiting for a Human Service Specialist 1 at the Washington County Processing Center to provide services for Self Sufficiency programs. This position is permanent full-time, located in Hillsboro (5300 NE Elam Young Parkway) and 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.
Please be aware that due to the economic downturn and subsequent state budget short-fall these positions will be required to take furloughs in the biennium 2011-2013.
Duties & Responsibilities:
Review Self Sufficiency Program (SSP) multiple program applications and other documents to determine appropriate destination where eligibility action will be taken, schedule client interviews with eligibility workers on an electronic scheduling board, research, identify and route mail accordingly, explore alternative resources appropriate to clients on the phone, greet people with a professional, friendly and courteous service on the phone, provide answers to commonly asked non-eligibility questions, be available to work at open branches in the district if needed, Be available for alternate work schedules as needed. (Such as evening and/or weekend hours, if necessary).
Answer calls from the office’s automated inbound calling unit with a professional, friendly and courteous service manner on the phone. Because this is a call center type of environment, calls need to be processed as quickly and efficiently as possible. Explain branch procedures, including such things as applying for benefits, providing documentation, and requesting grievance or hearings.
Pickup and/or drop off mail to post office daily. Maintain and narrate, daily, all incoming documents and/or hard files received via mail, fax, shuttle mail, email or other means of delivery. Date stamp, daily, and all documents that arrive. Pre-screen eligibility for all DHS programs and provide applicants with procedural information to apply for said programs. Scans appropriate applications into a remote scanning system to IRMS. Review pended items and delivers to the case worker waiting for the pended documents. Call clients as needed to clarify paper work to determine eligibility for expedited SNAP. Document, narrate, authorize and enter online information related to those programs for specific clients.
Maintains transfer of documents, files and filing for the branch including drop filing, filing of hard files, archiving old files and purging files as needed, responds to targeted and quality control review requests, pull files for hearings, and case reviews, transfers cases out of the branch to another branch as requested or as determined when clients move out of the county, Conducts random moment surveys, and housing verification, orders supplies, general clean up in mailroom, calls maintenance for repairs as needed.
Attend meetings and participate in agency training to enhance skills, act to maintain relationships with peers and management to facilitate high performance team building, and maintain client confidentiality. Models professionalism through all interactions at all times and promotes the agency mission. Promotes participant self sufficiency by participating in branch teams and on committees that look for more effective and efficient ways to provide services. Provides input to agency staff and community partners, sharing ideas and knowledge which can enhance case planning efforts. Utilizes agency resources to maintain and develop knowledge of computer system to gather, compile, and report information as required.
Participates in Multi-Service Center clerical team building and coverage planning.
Other duties as assigned by Operations Manager or Lead Workers
The employee’s work is conducted in offices, participant’s homes and other program sites. Work can require travel, including overnight. Employee has contact with a range of people including some exhibiting anger and frustration. Participants could be drug or alcohol affected and in need of treatment. The employee will be exposed to and need to deal with a range of emotionally charged issues, confronting where necessary.
Job is fast paced with a high volume of client contact, computer data entry, and paperwork in a processing call center enviornment. Because this is a call center type of environment the employee may be required to be sitting for al ong period of time.
Must be able to file accurately, able to climb up and down ladders, lift up to 10 lbs, overhead if necessary.
Qualifications & Desired Attributes:
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 desired attributes for the position to which you have applied. Your answers to the supplemental questions must be reflected in your application.
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.
Experience eliciting information from applicants/recipients for a program/service
Experience explaining rules, regulations and procedures for a program/service
Experience with computers
Experience processing, entering, and/or verifying detailed data
Experience communicating with and resolving conflicts/disputes with clients or customers
Experience working with individuals of a diverse population
Excellent typing skills
Only the candidates whose experience most closely match the qualifications and desired attributes of this position will be invited to an interview.
To improve communication with all applicants the State of Oregon now requires an e-mail address be provided on all applications.
For more information on veterans' preference points, visit:
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.
If you need assistance to participate in the application process, you are encouraged to call 503-945-5698 (voice) 8:00 a.m. and 5:00 p.m. (Pacific Time) Monday through Friday. TTY users please use the Oregon Telecommunications Relay Service:
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The Oregon Department of Human Services/Oregon Health Authority is committed to affirmative action, equal employment opportunity and workplace diversity.
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