Virtual Eligibility Customer Support - AP Tech; Public Service Representative Russian bilingual

Virtual Eligibility Customer Support - AP Tech (Public Service Representative
3)

RE 207121

Salary range: $3,515 - $4,738

Location:

Salem, OR

The Oregon Department of Human Services is proud to be an Equal Opportunity Employer. We are guided by our Equity North Star and our vision for a positive RiSE organizational culture that advances equity and diversity. We encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQIA2S+ community members, and others to help us achieve our vision of a diverse and inclusive community.

To qualify for this position, you must be bilingual in English/Russian. The job offer will be contingent upon passing test(s) evaluating your proficiency in the bilingual requirements for this position. Upon passing the test(s), you will receive 5% bilingual differential pay.

OPPORTUNITY AWAITS! If you have a passion to provide culturally appropriate services where individuals are treated respectfully, compassionately, and effectively in a manner that recognizes, affirms, and values the worth of individuals, families, and communities, protecting and preserving the dignity of each, this position is for you!

The purpose of this position is to provide information and assistance to the public about SNAP, TANF, ERDC, and Medicaid programs to support the online Oregon Eligibility System (ONE System). They will do this by phone to resolve any questions or concerns regarding the ONE System or mentioned programs. The incumbent will explain specialized and technical information within the Applicant Portal screens regarding SNAP, TANF, ERDC, and Medicaid programs while assisting the Oregonian with completing their online application.

Major duties include:

• Public Contact Contact by phone and/or email with participants, advocates, providers, coordinated care plans, outreach facilities, medical professionals, and agency staff.
• Assist individuals with their online applicant portal eligibility account by:
  Resetting their passwords, Unlocking accounts Providing the username (ONE) Troubleshooting Technical errors Accessing the External website Manually Verifying Identity Assistance navigating through application screens Associating authorized Representatives Associating Community Partners when Consent is received Assist individuals with setting up new accounts or disabling/deleting existing accounts.
• Assist individuals with troubleshooting known errors or basic support questions regarding the Applicant Portal system, AP Mobile App and external site.
• Walk applicants through the application screens when needed.
• Assist with troubleshooting errors as they occur with the Applicant portal system and external website.
• When issues cannot be resolved at their level, they provide their analysis for the next tier of support to review (ONE Help Desk). The analysis provided for the ONE Help Desk and ONE Triage Team must be complete and thorough as neither of these higher-level teams are customer-facing and cannot gather additional information.
• Narrate in both TRACS narration system as well as the ONE worker Portal with applicable (already have a case in ONE).
• Work with individuals to identify new errors and elevate issues to Leads, capturing screenshots and ensuring the client is able complete the application process.
• Explain rules, regulations, and procedures regarding privacy, security, and federal identity assurance levels in regard to user accounts.
• Explain and secure compliance with enhanced identity data verification in the course of assisting users with their account, dashboard, and case.
• Articulate program status and next steps as displayed within the users ONE Online account to resolve outstanding…