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Public Service Representative 3 - Multiple Opportunities in Wilsonville & Beaverton!

Company: Oregon State Hospital - Salem
Location: Salem
Posted on: June 6, 2021

Job Description:

Initial Posting Date:


Application Deadline:



Employment Department

Salary Range:

2,638.00 - 3,855.00

Position Type:


Position Title:

Public Service Representative 3 - Multiple Opportunities in Wilsonville & Beaverton!

Job Description:

***We are recruiting for multiple Public Service Representative 3 positions for our Wilsonville and Beaverton Contact Centers. Applications will be reviewed as they arrive. The start date for these positions is July 1, 2021. ***

Every employee at the Employment Department is passionate about serving Oregonians and Oregon businesses. If you feel inspired and motivated by our mission, vision, and values, we invite you to join us in exceeding our customers expectations!

  • Our mission: to support business and promote employment. We do this by providing stability for Oregonians and communities during times of unemployment, by helping businesses find great workers and job seekers find employment, and by providing workforce and economic information to promote informed decision making.
  • Our vision: an Oregon where meaningful work enables the states diverse people and businesses to realize their full potential, creating prosperity in every community.
  • Our values: Integrity - We are trusted to keep our word, always acting with honesty and courage. Respect - We value diverse perspectives, assume good intent, and act with compassion. Community - We foster a sense of belonging for our employees, partners, and customers, creating positive impacts where we live and work.

What you will be doing!

The primary purpose of these positions are to work with individuals requiring assistance for Unemployment Insurance benefits over the phone. The Unemployment Insurance Contact Center averages over 6000 calls per week. A significant portion of these calls are general inquiry calls that are non-transactional. This position will be trained to address these non-transactional claim inquiries while also recognizing when a claim needs to be transferred to another queue to be reviewed by others.

In this role you will:

  • Receive a high volume of customer information from queue based telephone systems
  • Verify demographic, claim and wage information from customers in order to ensure confidentiality
  • Obtain and clarify additional information to assist customers in routing calls to the appropriate phone queue(s)
  • Provide customers with explanation of rules, policies, procedures, and programs in order to secure compliance and explain requirements
  • Provide requested or relevant informational forms or literature to the public to aid in understanding of agency programs and procedures
  • Retrieve information on computer to check that the data supplied is correct
  • Provide basic, non-transactional information on claims including claim status, payment status, weekly benefit amount, unemployment insurance definition, claim qualifications, calendar quarter definition, claiming procedures for customers, waiting week definitions, work search requirements, welcome process expectations, temporary layoff definitions, payment options, 1099 G documentation inquiries and hearings procedures

Whats in it for you!

  • A workplace that balances productivity with enjoyment, and encourages learning and mentoring.
  • Rewarding work in a fast-paced, creative environment with colleagues who are passionate about public service.
  • A workplace that fosters fairness, equity, and inclusion to maintain a workplace environment where everyone is treated with respect and dignity regardless of race, color, national origin, religion, sex, sexual orientation, gender identity, marital status, age, veteran status, disability, or status as a victim of domestic violence, harassment, sexual assault, or stalking. This policy applies to every aspect of our employment practices, including recruitment, hiring, retention, promotion, and training.
  • Work/life balance, 10 paid holidays a year, and a

What we are looking for!

  • Responsibility: Demonstrated responsibility for your own actions and a commitment to performing assigned tasks. Ability to comply with requirements regarding sensitive and confidential data.
  • Multi-tasking: Ability to attend to multiple tasks simultaneously and enthusiastically, deliver high quality work on time, and remain productive and calm in pressured environments.
  • Willingness to Learn: Demonstrated ability of being open to new experiences, seeking both positive and negative feedback, looking back on past experiences and considering alternate courses of action, and finding patterns and order in complex information.
  • Customer Focus: Ability to professionally interact with a high volume of diverse customers providing service that exceeds the customers expectations.
  • Adaptability and Resilience: Ability to be comfortable with changing or uncertain environments. Ability to remain professional, calm and adapt communication style with diverse customer needs or customers that are frustrated, upset or critical.
  • Working with Information: Ability to efficiently and effectively use data, critical thinking, and analytical reasoning to gather information and apply laws, rules and polices to solve problems and make decisions.
  • Commitment to valuing diversity and promoting inclusion
  • Ability to easily navigate multiple computer programs such as data entry programs to enter and review information and Microsoft Outlook
  • Preferred Qualification: Experience working as a Public Service Representative 3 role supporting Oregon Employment Department customers
  • Required Minimum Qualifications: Two years of experience in customer service. One year of which must have included explanation of rules, regulations, and policies and responsibility for dealing with unique or unusual situations.
  • SHL Assessment: In addition to your related work experience and education, candidates who meet minimum qualifications will be required to complete an online assessment. Please make sure the minimum qualifications you have are clearly demonstrated in your application materials. Your application materials may be evaluated on spelling, grammar, punctuation, and presentation.

How to Apply:

  • External Applicants: Click on the Apply link above to fill out the online application and submit by the posted closing date. Please use the name you want us to address you by. You can upload your resume and the system will parse your information into the application.
  • Current State of Oregon employees (this includes temporary employees) OED/Statewide employees must apply through your employee Workday account.
  • Important: Please monitor both your email and Workday account for updates regarding this recruitment. You may be asked to submit additional information after initial application.

Additional Information:

  • This is a limited duration assignment currently funded through February 28, 2022. Limited duration appointments are regular status and benefits eligible. This position may be extended beyond this date and/or have continued funding approved in the future with the potential to become permanent.
  • This position is represented by the Service Employees International Union (SEIU).
  • This recruitment may be used to fill future vacancies as they occur.
  • Important: Please ensure youve provided a thorough and updated application as it pertains to the position for which you are applying. The required application materials submitted at time of application will be used to determine salary based on a pay equity assessment.For further information, please visit the homepage.
  • The salary listed is the non-PERS qualifying salary range. If the successful candidate is PERS qualifying, the salary range will reflect the additional 6.95%. Please review the page for more details, or you may for information on Pay Equity.

Remote Work Information:

Candidates may be approved for temporary remote work until the current COVID-19 restrictions are lifted. Remote work suitability is evaluated based on business needs at the time of hire. Remote work approval can be revoked at any time. Candidates are expected to:

  • Be able to report to one of the office locations listed in the job posting, as necessary.
  • Demonstrate access to a broadband internet connection that meets or exceeds the minimum acceptable requirements; to view the minimum acceptable requirements. OED IT Services will provide the necessary hardware to employees who are approved for remote work.
  • Have a private workspace
  • Maintain good standing (i.e. no performance or attendance issues).

Veterans Preference:

To receive Veterans' Preference, you must complete the required Task that will be sent to your Workday account after successfully submitting your application. This Task will prompt you to provide the appropriate documentation. Please visit: for additional information on required documentation.

Equity and Inclusion:

We foster fairness, equity, and inclusion to maintain a workplace environment where everyone is treated with respect and dignity regardless of race, color, national origin, religion, sex, sexual orientation, gender identity, marital status, age, veteran status, disability, or status as a victim of domestic violence, harassment, sexual assault, or stalking. This policy applies to every aspect of our employment practices, including recruitment, hiring, retention, promotion, and training.

  • View guidance our hiring managers use at the following website: .
  • Please read more about our !

Criminal Records Check:
The Employment Department is committed to being a leader in providing its employees with fair and equal employment opportunities and recognizes that as a best practice in equity and inclusion, criminal background check policies shall be job related and consistent with business necessity.The agency will only consider information from the past four years (starting from the date of the arrest) for nonviolent offenses and the past seven years for violent offenses when conducting its own criminal records checks pursuant to Oregon Administrative Rules (OAR) 125-007-0200 through 125-007-0330. For positions with authorized access to FBI Criminal Justice Information Systems (CJIS) information, a separate criminal records check is conducted by the Oregon State Police. If you would like further information on how each criminal records check is conducted, please read our or contact us at the number below with any questions.

Contact Information and Helpful Links:

  • If you have questions about the job announcement or need an alternate format to apply, please contact us at 503-947-1289; . Please be sure to include the job announcement number.
  • Understanding the State Application Process:
  • Reasonable Accommodations:
  • Resources for Job Seekers:

Keywords: Oregon State Hospital - Salem, Salem , Public Service Representative 3 - Multiple Opportunities in Wilsonville & Beaverton!, Other , Salem, Oregon

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