Customer Service Guide (Human Services Specialist 1) Bilingual English/Spanish Required

Department of Human Services

Job Category
Social Services
Posted : 2023-07-27
Initial Posting Date:
Application Deadline:
Department of Human Services
Salary Range:
$2,823 - $4,073
Position Type:
Position Title:
Customer Service Guide (Human Services Specialist 1) Bilingual English/Spanish Required
Job Description:
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. We are actively working to build an equitable agency with the
Equity North Star
as our guide toward our vision of an agency free of racism, discrimination and bias. We believe that teams in which everyone can show up as their full authentic self are key to creating a thriving workforce that can better serve communities. We welcome members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQIA2S+ community members, and others to apply.
Would you like an opportunity at a career that is both rewarding and provides opportunity for growth? If you have experience with high customer contact or working with individuals to obtain information, then we may be the organization for you!
Do you have bilingual language skills in English and Spanish? Bilingual differential pay is provided to positions that require to use a language other than English to fulfill their job duties within their position. This position does require bilingual language skills in English & Spanish to assist with a need in the communities that we serve, and we encourage you to apply.
We are seeking a Customer Service Guide to join our Albany Self Sufficiency team. In this role you will aid individuals and families seeking services for our agency programs and resources.
This position works in our Albany Branch and is not a remote position. Bilingual language skills in English and Spanish are a requirement of this position.
Oregon Department of Human Services (ODHS), A place to belong and make a difference!
  • When you join the
    , you join a community of over 10,000 employees dedicated to serving and helping Oregonians achieve wellbeing and independence through opportunities that protect, empower, respect choice, and preserve dignity.
  • Connect with ODHS Employee Resource Groups (ERGs) and find a place to belong, build community and participate in shared learning. ERGs are employee-driven committees that support each other as well as the ODHS’ overall mission and vision.
  • We are committed to building an antiracist and equitable agency. Equity is foundational to our role as a human services agency, and we are committed to integrating equity into all we do. The
    Equity North Star
    has four points that explain the agency's goals related to equity, inclusion, and racial justice.
  • We know that life is unpredictable and ODHS cares about keeping you well. Enjoy a work-life balance, 11 paid holidays a year, flexible work schedules, and
    competitive benefits packages
    including health, dental, vision and much more!
  • If you have federal student loan debt or are thinking of going back to school, then you may benefit from the
    Public Service Loan Forgiveness Program
    . PSLF allows you to make 120 qualifying payments on your student loan while working full-time for a qualifying employer. PSLF student loan debt may be forgiven.
What you need to qualify
  • 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 (Associate degree in any of the listed areas substitutes for 18 months of experience. Bachelor's degree substitutes for three (3) years of experience. Master's degree substitutes for four (4) years of experience. Doctorate degree substitutes for five (5) years of experience.)
  • A job offer is contingent upon passing test(s) evaluating your proficiency in English and Spanish.
You must clearly show that you meet the minimum qualifications in your application or resume, to be considered for an interview. If selected as the successful candidate, you will have your application/resume used in determining what pay salary step you fall in with the pay equity assessment, complete work and education history may benefit you.
Essential attributes
We are looking for candidates with:
  • Experience completing work duties in both English and Spanish.
  • Front desk/reception experience that consistently has delivered excellent customer service and demonstrated excellent communication skills working with the public, coworkers, and managers.
  • Experience eliciting information from applicants/recipients for a program or services.
  • Experience navigating online systems, such as Microsoft Word, Excel, email, and search engines.
  • Experience explaining complex rules, regulations, or procedures (technical information) in a non-technical way and working supportively to people of diverse backgrounds and situations.
  • Experience processing, entering and/or verifying detailed data with a history of high accuracy.
  • Experience successfully working independently, as well as in a team.
Please be sure to clearly describe how you meet these attributes within your application materials. These attributes will be used to determine which candidates will be selected to move forward in the process. Make sure to read the ‘How to Apply’ section for any other requirements.
Your duties at a glance
The Self Sufficiency Offices help with food benefits (SNAP), cash for families (TANF), childcare assistance (ERDC), medical, refugee services, and domestic violence services.
Self-Sufficiency Programs Mission:
To provide a safety net, family stability and a connection to careers that guide Oregonians out of poverty.
As a Customer Service Guide, you will:
  • Be the first face of contact in most field offices for Oregonians and provide a welcoming environment for families to interact with the department.
  • Support the infrastructure of the office by supporting the day-to-day operation.
  • Work with Oregonians to support the online Oregon Eligibility system, for SNAP, TANF, and ERDC and Medicaid, by phone or/and in person to resolve any questions or concerns.
  • Assisting Oregonians through a trauma informed lens.
  • Provides financial desk responsibilities as assigned.
  • Supports the business support functions within the office.
  • Providing support to branch staff in supporting the work and the families using the case aid model.
Working conditions
  • Experience constant contact with the public, including contact with and possibly de-escalating customers experiencing emotional and financial stress.
  • Experience high volume of computer work, using various computer programs in a fast-paced team environment.
  • Priorities and procedures may change daily and requires the ability to be flexible in application of procedures.
  • May require a valid driver’s license or other acceptable method of transportation.
  • This position works in the store front office and is not a remote position.
How to apply
Your work history profile, cover letter, and resume are the perfect opportunity to highlight your interest in the position and showcase your skills and experience that make you the best candidate for the position.
  • Please upload a resume or complete the Workday history profile. Note: Your resume and cover letter may be uploaded in the Resume/CV field on the online application.
  • A cover letter is not required for this application. However, you may attach one if you wish. This may help the manager understand better how you possess the essential attributes.
  • Current State of Oregon employees: Apply via your employee Workday account. Ensure that your Workday is updated and includes your work and education history.
  • If you are not a current State of Oregon employee: view this
    application instructional video
  • After you submit your application, you will have additional tasks to complete in Workday. Please continue to check your Workday account throughout the recruitment process.
Additional requirements:
  • Finalists for this position will be subject to a computerized criminal history and abuse check. Adverse background information will be reviewed and could result in withdrawal of a conditional job offer or termination of employment.
  • The Oregon Department of Human Services does not offer visa sponsorship. Applicants who require VISA sponsorship will not be considered at this time. 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.
  • May require a valid driver’s license or other acceptable method of transportation.
Helpful information
  • This position is represented by the Service Employees International Union (SEIU).
  • This recruitment may be used to fill future vacancies.
  • Have questions about Workday, and want some tips on understanding the state application process? Check out our
    Oregon job opportunities
  • If you need an accommodation under the Americans with Disabilities Act (ADA), have questions or need assistance with the application process, please contact Yvette Sather-Medford via email
    . Please be sure to include the job requisition number.
Come for a job. | Stay for a career. | Make a difference... for a lifetime!
Job Location
Albany, Oregon, United States
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