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Public Service Representative

Company: Oregon Department of Human Services
Location: Salem
Posted on: December 4, 2019

Job Description:

Skills - Customer Service - Typing Benefits - Health Insurance - Retirement Plan - Flexible Schedule We want you to join our team! Have you worked in a call center or similar high-volume customer service environment, which included answering multiple phones lines and entering and/or retrieving data from a computer database? Are you able to accurately key information at a minimum of 40 words per minute? Do you have experience working with confidential and sensitive information? T hen, we want to hear from you! Aging and People with Disabilities, Disability Determination Services (DDS), part of the Oregon Department of Human Services , is currently seeking candidates for two full-time limited duration positions. Limited duration positions are benefit eligible positions with a designated maximum length of service. These positions are expected to last up to 24 months from the date of hire. OUR AGENCY MISSION 'To help Oregonians in their own communities achieve well-being and independence through opportunities that protect, empower, respect choice and preserve dignity.' ABOUT THE PROGRAM The disability program, as part of the Social Security Administration (SSA), is administered by the federal government. The DDS makes disability determinations based on medical, vocational and legal factors. Section 221 (b) of the Social Security Act gives the state agency the authority to make determinations of disability for SSDI and SSI. The state's role in the disability program was included in the original amendments to the Social Security Act in 1954 which specified that disability determinations would be made by state agencies under agreement with SSA. Program responsibilities governing the federal-state relationship between SSA and the DDS are found in the Code of Federal Regulations, Title 20, Chapter III, Part 404, Subpart Q, Section 404.1601 through 404.1694, and part 416, Subpart J, Sections 416.1001 through 415.1094. WHAT YOU WILL BE DOING You will be responsible for answering 50 - 150 calls per day in a call center that provides information and assistance to the public about the Social Security Disability program. You will explain program rules and procedures, answer case specific questions regarding the Social Security Disability process, advise claimants on case status, provide instructions to claimants to assist with completing forms and documenting calls electronically. WORKING CONDITIONS Works 8:00 a.m. to 5:00 p.m. These positions are not eligible for a flexible work schedule. Works in a high-volume call center that may include daily phone contact with potentially hostile or emotionally upset people in a personal crisis situation. WHATS IN IT FOR YOU When you join the Department of Human Services, you join a community of nearly 10,000 employees dedicated to Oregon's most vulnerable population. Career growth and development is encouraged through ample training and committee participation opportunities. The State of Oregon offers excellent benefits, including low-cost, high-coverage health insurance , generous time-off, and a competitive retirement plan . THIS IS WHAT YOU NEED TO QUALIFY: To be considered for an interview, you must submit all required documents and your application materials must reflect that you meet the requirements. Your application will not be considered if you do not attach your resume. 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. Required Skills and Special Qualifications : Experience answering questions and providing information by telephone to customers. Experience communicating decisions, rules, policies and procedures. Skill accurately keying information at a minimum of 40 words per minute. Desired Attributes: The most qualified candidates will possess the following attributes, skills, and areas of experience as they relate to the position: At least one year working in a call center or a similar high-volume customer service environment, which included answering multiple phones lines and entering and/or retrieving data from a computer database. Experience working with confidential and sensitive information. ITIONAL REQUIREMENTS : Successful candidates for this position will be subject to a computerized criminal history and abuse check. Adverse background information will be reviewed and could result in withdrawal of a conditional job offer or termination of employment. Successful candidates for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility. Due to CJIS requirements related to system access, the following convictions are likely to result in being disqualified for this position: Felony Convictions, Computer theft, identify theft and fraud. CJIS Clearance is done at the conditional job offer. In ition to the State of Oregon background check process, individuals selected for positions with the Disability Determination services (DDS) will go through a complete federal background investigation. A suitability determination by the Social Security Administration is necessary to determine whether an employee can be issued credentials in order to have access to Social Security disability data, records, and systems. A pre-screen will be conducted through SSA Office of Deputy Commissioner for Human Resources (DCHR). If the pre-screen is favorable, a job offer can be extended. However, the job offer is still contingent upon a full suitability clearance through DCHR. HOW TO External Applicants: Click on the 'Apply' button and submit your application. View this video for help. Internal Applicants (this includes Current State of Oregon employees): via your employee Workday account. View this job aid for help. A resume and cover letter are required. Your application will not be considered if you do not attach your resume. GET NOTICED Your candidate profile, cover letter, and resume are the perfect opportunity to highlight your interest in the position and showcase the amazing skills and experience, making you the best candidate for the position. The work experience and/or education section of your application must clearly demonstrate how you meet all the minimum and special qualifications listed above. We do not accept a resume in place of the completed application. For itional tips, please visit the Oregon Job Opportunities page, Resources for Job Seekers . HELPFUL INFORMATION : To receive Veterans' Preference, you must complete the required Task that will be sent to you through Workday and will be located under your account profile. This Task will prompt you to provide the appropriate documentation for your Veterans' Preference point selection. For questions about documentation, please visit: Veterans Resources or call the Oregon department of Veterans' Affairs at: 1-************ . Applicants must be authorized to work in the United States. Applicants who require VISA sponsorship will not be considered at this time. These positions are represented by the Service Employees International Union (SEIU). Note : this recruitment may be used to fill future vacancies. For questions about the job duties or application process, please contact **************************** . Please be sure to include the job requisition number. If you need an accommodation under the Americans with Disabilities Act (ADA) to participate in the application or selection process, please contact us at *************************** . Have questions about Workday, and want some tips on understanding the state application process? Check out this link: ********************************************** . DHS commits to inclusive excellence by advancing equity and diversity in all that we do. We are an affirmative Action/Equal Opportunity employer and encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQ community members, and others to help us achieve our vision of a diverse and inclusive community

Keywords: Oregon Department of Human Services, Salem , Public Service Representative, Sales , Salem, Oregon

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