Bilingual Public Service Representative 2

Bilingual Public Service Representative 2

REQ- REQ-124154

Close date: 4/24/2023

Salary: $2,823-3,707 per month

Location: Portland, OR

This position is a full-time, permanent, classified position which is represented by a union.

The Oregon Health Authority (OHA), Public Health Division (PHD), Center for Health Statistics (CHS) section in Portland, Oregon is recruiting for a Public Service Representative 2 to provide information to the public in English and Spanish via telephone and in person regarding procedures for ordering vital records, eligibility for ordering records, and other miscellaneous information related to vital records and the Public Health Division. Refers calls to other departments within CHS and to county, state and federal offices.

The Oregon Health Authority strategic goal is to end all health inequities by 2030.

OHA values health equity, service excellence, integrity, leadership, partnership, innovation, and transparency. OHA’s health equity definition is “Oregon will have established a health system that creates health equity when all people can reach their full potential and well-being and are not disadvantaged by their race, ethnicity, language, disability, age, gender, gender identity, sexual orientation, social class, intersections among these communities or identities, or other socially determined circumstances. Achieving health equity requires the ongoing collaboration of all regions and sectors of the state, including tribal governments to address: the equitable distribution or redistributing of resources and power; and recognizing, reconciling, and rectifying historical and contemporary injustices.” OHA’s 10-year goal is to eliminate health inequities. Click here, to learn more about OHA’s mission, vision, and core values.

OHA values service excellence, leadership, integrity, health equity and partnership.

This position is 100% in office at 800 NE Oregon St Portland, OR

What will you do?
As a Public Service Representative 2, you will perform the following duties:

• Handle 75 -150 telephone calls from the public per day.
• Answers a wide variety of questions about ordering procedures, about who is eligible to order, and about the best options for the customer, given time constraints.
• Routes specific questions about amendments or statistical reports to the proper staff member.
• Complete troubleshooting to assist callers who have ordered, but not received the record requested.
• Locates orders using computer or other index files, checks closeouts for mailing dates or locates follow-up information in pending files or logs for telephone orders and form letters.
• Sends replacement copies or refers problem to supervisor.
• Provide a high level of customer service consistently.
• Assist counter customers by explaining the ordering process using computer kiosks.
• Work to ensure smooth processing of orders for customer applying in person.

What's in it for you?
The public health division is a team of passionate individuals working to promote health across the lifespan of individuals, families, and communities. We value and support unique perspectives using a trauma-informed approach and aim to reflect these values in our hiring practices, professional development, and workplace. We are committed to racial equity as a driving factor to improve health outcomes for all communities that experience inequities.

We offer full medical, vision and dental benefits with paid sick leave, vacation, personal leave and 10 paid holidays per year plus pension and retirement plans.

What are we looking for?

Special Requirements

Must be able to speak, read, and write fluent English and Spanish.

Minimum Requirements

One year of experience in Public Contact (such as a Public Service Representative, Salesperson, or Receptionist) which included answering questions and providing information.

Requested Skills

• Experience reviewing and approving applications or documents for completeness.
• Ability to help customers solve ordering problems, while also being meticulous in following policies and procedures so that the confidentiality of records is maintained.
• Ability to deal with the general public and personnel from different agencies or businesses in a diplomatic, friendly and professional manner.
• Spanish translation services for customers who need assistance to order vital records.
• Ability to work in a high production environment.
• Minimum typing speed of 65 wpm with a high degree of accuracy.
• Ability to provide high level of customer service expertise.
• Ability to deal with frustrated or irritated customers, shows patience, tact and courtesy.
• Technology skills set to keep all data secure whether working onsite or remotely.

This recruitment announcement will be used to establish a list of qualified candidates to fill the current vacancy and may be used to fill future vacancies as they occur.

How to Apply

• Complete the online application
• Complete questionnaire

Attention current State of Oregon employees: To apply for posted positions, please close this window, and log into your Workday account and apply through the career worklet.

NOTE: Please ensure you’ve provided a thorough and updated application as it pertains to the position for which you are applying. Your application materials will be used to determine salary based on a pay equity assessment.  For further information, please visit the Pay Equity Project homepage.

Questions/Need Help?

If you need assistance to participate in the application process, including an accommodation request under the American with Disabilities Act contact: Tiffany Gregg at Tiffany.Gregg@OHA.Oregon.Gov or 503-716-7772

TTY users please use the Oregon Telecommunications Relay Service: 1-800-735-2900. For technical support, please call toll free 1-855-524-5627, for customer service assistance.

Additional Information

• Please monitor your Workday account to view all communication regarding your application. You must have a valid e-mail address to apply.
• If you are a veteran, you may receive veteran’s preference. Click here for more information about veterans’ preference. If you checked that you are a veteran, you will be required to provide your documents later in the process.
• We do not offer VISA sponsorships or transfers currently. You will be required to complete the US Department of Homeland Security's I-9 form confirming authorization to work in the United States within three days of hire.
• If you are offered employment, your offer will be contingent upon the positive outcome of an abuse check, criminal records check and driving records check. The information will be shared with the Oregon Health Authority (OHA), Office of Human Resources (OHR). Any criminal or founded abuse history will be reviewed and could result in the withdrawal of the offer or termination of employment.
• Please attach only the documents that are related to the position such as cover letter, resume and transcripts. Additional documents that are attached will not be reviewed.
• Applicant Help and Support webpage

Affirmative Action, Equal Opportunity, and Pay Equity

The Oregon Health Authority is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, genetic information, or any other protected class under state or federal law. In addition, we do not discriminate, or screen applicants based on current or past compensation. We determine salary by reviewing your application materials to evaluate your related education, experience, and training for this position. For further information, please visit the Pay Equity Project homepage. To learn more about OHA’s mission, vision, and core values, click here.

The Oregon Health Authority is an equal opportunity, affirmative action employer committed to workforce diversity and anti-racism.

https://oregon.wd5.myworkdayjobs.com/en-US/SOR_External_Career_Site/details/Public-Service-Representative-2_REQ-124154-1?q=public%20service%202