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

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

Summary of Duties

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 by 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 escalate 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 “Take Action” requirements to obtain/maintain the individual’s benefits, as well as have a technical understanding of why the individual’s ONE Online account is displaying certain “Take Action.”

MINIMUM QUALIFICATIONS (MQ's):

• Two (2) years of experience in customer service.
  • One (1) year of which must have included explanation of rules, regulations, and policies and responsibility for dealing with unique or unusual situations.
• For this position, you must be bilingual in English and Russian to qualify.

ESSENTIAL ATTRIBUTES:

We are looking for candidates with:

• Experience providing technical support in a call center environment to diverse audiences verbally and in writing.
• Experience explaining complex information and procedures verbally and in writing to diverse audiences in a culturally responsive manner.
• Experience with technical skills that include advanced computer and search engine knowledge, email communication and navigating web-based platforms.
• Experience prioritizing tasks and managing workload to consistently meet deadlines in a fast paced, dynamic environment.
• Experience building trust-based relationships with colleagues and adapting to changing priorities collaboratively as a team.
• Experience providing equitable service with respect and compassion to community members who have historically been marginalized, underserved, in crisis, or disadvantaged.

WORKING CONDITIONS:

• Your work schedule will be 9:30 AM – 6:30 PM, Monday – Friday Pacific Time (PT). This ongoing work schedule is not negotiable and will not be adjusted to accommodate other time zones.
• Your training schedule will be 8:00 a.m. - 5:00 p.m., Monday – Friday Pacific Time (PT).
• This position is eligible for hybrid remote work. The ability to report to a local VEC (Virtual Eligibility Center) office is required when training, business or operational needs are dependent on onsite activities.
• Travel expenses are not provided, nor reimbursable for remote work employees per travel policy paragraph 105: https://www.oregon.gov/das/Financial/Acctng/Documents/40.10.00.pdf
• Contact with the public, including contact with Oregonians experiencing emotional and financial stress.
• Serve a diverse range of customers with compassion and professionalism through a trauma informed lens.
• May require sitting at a computer or telephone for prolonged periods of the workday.

ATTENTION ALL CANDIDATES!

• To help us better understand your qualifications and fit for this role, please include a brief response to each of the essential attributes in your application materials. Your responses should highlight specific examples from your experience that demonstrate how you meet each attribute. This information will be used as part of the evaluation process.
• Please make sure your application materials, resume or job history, are clearly outlined as this information will be used to determine your starting salary range. Note: Your cover letter (if requested) and resume may be uploaded in the Resume/CV field on the online application.  
• If you are a finalist, you will need to provide 3 professional references including one from your current supervisor, a previous supervisor and one additional professional reference. Please ensure your references are still willing and available to provide a reference in a timely manner.
• 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.

BACKGROUND CHECKS and REQUIREMENTS

• If selected as a finalist, we will conduct a criminal history and background check. Adverse criminal history or background check may lead to disqualification. Additional background check information.
• The Oregon Department of Human Services does not offer visa sponsorship. Within three days of hire, you will be required to complete the US Department of Homeland Security’s I-9 form confirming authorization to work in the United States. ODHS will use E-Verify to confirm that you are authorized to work in the United States.

BENEFITS

• Amazing benefits package.
• Cost of Living Adjustments.
• Possible eligibility for the Public Service Loan Forgiveness Program.
• Annual salary increases (until you reach the top of the listed salary range).
• ODHS Employee Resource Group communities that promote shared learning.

EMPLOYMENT PREFERENCE

• Veterans’ preference information.
• How to submit your Veteran documents for preference. Please do not attach your Veterans’ preference documentation in the Resume/CV field of your application.

GENERAL INFORMATION

• This is a permanent, full-time position and is represented by the Service Employees International Union (SEIU).  
• This recruitment may be used to fill future vacancies in the same classification.

CONTACT INFORMATION

We invite you to contact ADA.DHS@dhsoha.state.or.us for accommodation requests under the Americans with Disabilities Act (ADA), application questions or job-specific questions.

• The recruiter for this position is Jennifer Moisa. If you contact the recruiter, please include the job requisition (REQ) number listed at the top of this job post.
• Email: JENNIFER.M.MOISA@odhs.oregon.gov