Operations Support & Case Aid; Public Benefits Specialist, Entry

Position: Operations Support & Case Aid (Public Benefits Specialist, Entry)
## Operations Support & Case Aid (Public Benefits Specialist, Entry)
* Provide front desk assistance, answer phone calls, and guide clients to the right services.
* Distribute mail, handle case transfers, and manage emails.
* Schedule appointments and issue financial items like Electronic Benefits Transfer (EBT) cards and checks.
* Review all applications and documentation submitted in person or electronically for completeness and accuracy.
* Record all interactions and case information in the ONE and TRACS systems.
* Provide a welcoming, professional experience for the public through clear and friendly communication.
* Keep the workspace clean and organized to support smooth lobby flow and efficient service.
* Use multiple computer systems and databases to manage client and agency information.
* Enter attendance and verify required hours in TRACS, review case documents to identify and follow up on any missing information.
* Schedule home visits, coaching sessions, re engagement meetings, and community referral appointments.
* Train new Family Coaches on spreadsheets, reporting, and workflows used when working with case aides.
* Support mobile unit operations by performing standard duties in community locations when needed.
* An equivalent combination of education, training, and experience relative to the class concept.

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
* ** Effective time‐management skills that support meeting deadlines, prioritizing tasks, and handling multiple responsibilities at once.
* Professional empathy shown through patience, active listening, and responding to each person’s situation with respect.
* Flexibility to shift between tasks, adjust to changing priorities, and communicate in ways that meet people where they are.
* Clear and respectful customer‐service communication, including explaining processes in understandable terms and engaging with people professionally.
* Organized and detailed work habits that support tracking tasks, maintaining order, and managing information accurately.
* Work will take place in offices and various community sites.
* Occasional travel is required within the community for supporting the mobile unit, conducting community outreach, going to other offices, and picking up supplies and negotiables.
* Frequent communication with Oregon residents will occur over the phone and in-person.
* Substantial time will be spent stationary while operating a computer.
* You may need to lift to 20 pounds to move supplies or equipment.
* The work schedule is
** Monday to Friday, 8 am to 5 pm PT**, with possible fluctuations based on service needs.
* There may be occasional requirements for compensated overtime, including evenings and weekends.
* You may interact with individuals experiencing trauma or emotional distress. There may be times when individuals have difficulties with managing their emotional responses.
* You may meet situations requiring quick decision-making to ensure your safety or the safety of others.
** Attention all candidates!*
* ** 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.
** Your application materials are used to determine your starting salary range.
** Please ensure that all education and experience you would like considered are included in your application materials.
*
* Note:

** Your resume and cover letter may be uploaded in the Resume/CV field on the online application. You can attach multiple files in this area at once.
** 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.
** 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.
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