Customer Service Assistant 2

All job postings will expire at 11:59 PM Eastern Time on the Final date to receive applications.

Job & Family Services

odjfscareerso.gov

$23.65

Permanent - Full Time

Standard workdays are Monday through Friday. Hours are between 7:00 a.m. and 6:00 p.m.

Classified

OCSEA

Customer Service

The Ohio Department of Job and Family Services (ODJFS) supports Ohioans and their families through the following programs:

• Cash and Food Assistance
• Employment Services and Workforce Development
• Unemployment Insurance
• Adult Protective Services
• Child Support

• We will be a leader in customer satisfaction.
• We will have a reputation that attracts and retains talented, diverse, and dedicated employees.
• We get better at what we do every day.

The Bureau of State Hearings (BSH) handles appeals from individuals who disagree with decisions made about their public benefits. We make sure every person has a chance to present their case and receive a clear, timely decision regarding their appeal. BSH serves individuals who receive Medicaid, Supplemental Nutrition Assistance Program (SNAP), Ohio Works First, Child Care, Child Support, Adoption Assistance, and Prevention Retention and Contingency (PRC).

Learn more about the Office by visiting the ODJFS BSH webpage.

• Respond to inquiries and complaints requiring deep knowledge of laws, rules, policies and procedures.
• Process, track, and update hearing requests across multiple programs (SNAP, Medicaid, OWF, Child Care, Adoption Assistance, PRC).
• Review hearing requests and related documentation to determine appeal validity, timeliness, and appropriate actions.
• Prepare appeal records and dockets by researching and verifying information across systems such as OBWP, SETS, SACWIS, HATSX, and shared inboxes.
• Provide customer assistance via phone, email, chat, and in-person interactions, offering updates, resolving questions, and directing callers appropriately.
• Process expedited hearing requests and handles documents containing sensitive information (FTI, HIPAA). Coordinate with coworkers, attend trainings, and use tools like Outlook and Microsoft Office Suite, Adobe, Tableau to complete tasks and produce reports.
• Maintains logs, records, files, and participates in meetings or other assigned duties.

• Strong Knowledge of public assistance programs, state hearing processes, and related regulations.
• Excellent communication skills, both written and verbal.
• High attention to detail and the ability to verify and interpret complex information.
• Proficient with multiple software systems (OBWP, SETS, SACWIS, HATSX, Microsoft Office Suite, Outlook).
• Strong customer service and problem-solving abilities.
• Ability to independently prioritize tasks and make informed decisions.
• Ability to maintain professionalism when dealing with sensitive or difficult interactions.

This position will be headquartered in the James

A. Rhodes State Officer Tower - 30

E. Broad Street, Columbus, OH 43215.

Travel required, as needed. Must provide own transportation or, in order to operate a state vehicle, you must have a valid drivers license.

Starting salary for non-state employees will be the Step 1 of pay range 28. The current pay table can be found here: OCSEA Pay Schedule

These ranges provide a standardized pathway for pay increases. With continued employment, new hires move to the next step in the range after 6 months and annually thereafter. Cost of Living Adjustments increase wages in these ranges each fiscal year.

Current employees of ODJFS in theOCSEAunion have selection rights before all other applicants. Applications from all other candidates will only be considered if an internal OCSEAapplicant is not selected for this position.

The final candidate selected for this position will be required to undergo a criminal background check. Some positions may require fingerprinting. Criminal convictions do not necessarily disqualify candidates from consideration.

At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees*. Our benefits package includes:

• Medical Coverage
• Free Dental, Vision…