Public Benefits Specialist, Entry (Customer Service Guide)

Initial Posting Date: 06/17/2026Application Deadline:06/24/2026Agency:Department of Human ServicesSalary Range:$3,798 - $4,954Position Type:EmployeePosition Title:Public Benefits Specialist, Entry (Customer Service Guide)Job Description: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.Opportunity awaits! Step into a role where your efforts directly empower Oregonians to rise above poverty—become a key player in the Oregon Eligibility Partnership and facilitate access to vital services that foster equity and well-being.As a Customer Service Guide (Public Benefits Specialist Entry), you will work in-person in our Springfield, Oregon Branch assisting Oregonians. This position is not eligible for remote work.A Cover Letter is Required. If you do not provide a Cover Letter, your application will be declined.Summary of DutiesAs a Customer Service Guide (Public Benefits Specialist Entry) you will:Be the first face of contact in the ODHS offices for customers either entering the physical office or virtually through the online application portal or telephone communication.Contribute to the welcoming environment as families interact with the department.Greet and assist Oregonians through a trauma-informed lens.Work with Oregonians who are applying for programs such as medical, cash for families (TANF), Domestic Violence services, food benefits (SNAP), childcare assistance (ERDC), and long-term care services in-person, by phone and via our online applicant portal to answer case status and other inquiries; provide information on how to access community resources.Work within a team that collaboratively rotates tasks to support the business needs of the office.Minimum QualificationsTwo 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.); ORAn 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; ORAn equivalent combination of education, training, and experience relative to the class concept.Essential AttributesWe are looking for candidates with:Customer Service: Demonstrated professional experience that includes daily telephone, in writing and in person response that creates a welcoming environment, incorporates understanding and trauma informed practices to resolve customer needs.Computer Skills: Extensive experience in usage and functionality of computers, web browsers, databases, and programs such as Microsoft along with other general office equipment such as phone systems, copiers, scanners, and fax machines. Experience using multiple systems in tandem for research and data tracking.Communication: Experience conveying technical concepts, including complex rules, regulations, and procedures, to customers with diverse learning styles and varying levels of familiarity with the subject. Experience interpreting non-verbal cues, simplifying information into understandable components, utilizing relatable examples to illustrate intricate details, and confirming comprehension through active listening techniques.Collaborative Team Member: Experience elevating all team member voices using inclusionary practices. Experience building relationships with team members demonstrating trust and shared accountability.Accuracy and Attention to Detail: Experience reviewing and verifying confidential and sensitive information for the purpose of completing accurate data entry. Experience developing a comprehensive understanding of assignments to determine appropriate outcomes and follow up actions needed.Diversity, Equity, and Inclusion (DEI): Demonstrated commitment to continued DEI learning and contributing to an inclusive and anti-racist workplace. Experience in assisting individuals with diverse experiences and cultural backgrounds.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.·       Please make sure your application materials, resume and job history, are clearly outlined as this information will be used to determine your starting salary range. 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. Note: Your resume and cover letter may be uploaded in the Resume/CV field on the online application.·       The use of outside resources such as Artificial Intelligence software during applicant skill assessments, examinations, and/or interviews is prohibited unless otherwise stated by the hiring agency. Unauthorized use of outside resources during the hiring process will result in disqualification.·       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.Working Conditions·       This position works in the store front office and is not a remote position.·       The work schedule is Monday – Friday, 8:05 AM to 5:05 PM.·       Contact with the public,