Operations Support & Case Aid (Public Benefits Specialist, Entry)

State of Oregon•Medford, OR

About The Position

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. Are you fluent in English and Spanish? Our diverse communities' benefit from bilingual support. While not a requirement, preference will be given to candidates who possess this valuable skill. Opportunity awaits! Join our team as an Operations Support & Case Aid (Public Benefit Specialist, Entry), where you'll play a pivotal role in providing exceptional office support and creating a welcoming environment for our clients. Summary of Duties As an Operations Support & Case Aid, you will:

Requirements

A valid driver’s license and acceptable driving record are required for this position.
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 An equivalent combination of education, training, and experience relative to the class concept.
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.

Nice To Haves

Preference will be given to candidates that are bilingual in Spanish and English.

Responsibilities

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.