Public Service Representative (Public Service Representative 3) On-Site

Initial Posting Date:

11/07/2024

Application Deadline:

11/25/2024

Agency:

Oregon Health Authority

Salary Range:

$3,218 - $4,338

Position Type:

Employee

Position Title:

Public Service Representative (Public Service Representative 3) On-Site

Job Description:

The Oregon Health Authority (OHA), Public Health Division (PHD), Center for Vital Statistics in Portland, Oregon, is seeking a qualified candidate for the position of Public Service Representative. This role involves providing information to the public, both via telephone and in person, regarding orders for vital records, as well as processing those orders efficiently.

This is a full-time, permanent, classified position and is represented by a union, SEIU Human Services.

What will you do?

As a Public Service Representative, some of your duties will include:

• Providing phone and in-person customer support, as well as processing vital record orders.
• Respond to 80-120 customer telephone inquiries daily.
• Assist the public by providing information over the telephone about the processes for ordering vital records, eligibility criteria for obtaining records, and additional information related to vital records and the Public Health Division.
• Route calls to appropriate departments within CHS (Center for Health Statistics), as well as to county, state, and federal agencies.
• Providing administrative support.

What we are looking for:
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.

Desired Attributes:

• Experience in managing a high volume of tasks while consistently delivering precise and detail-oriented work efficiently.
• Experience reviewing and approving applications or documents for completeness.
• Experience in verbally communicating specific laws and policies related to vital records.
• Experience in assisting customers with order-related issues while consistently adhering to policies and procedures to ensure the confidentiality of records is upheld.
• Experience in engaging with the general public and collaborating effectively with personnel from various agencies and businesses in a diplomatic, friendly, and professional manner.
• Experience working in a high production environment.
• Experience creating, promoting, welcoming, and maintaining a culturally competent and diverse work environment.

Working Conditions:
Due to the nature of the duties for this position, 100% of the work is conducted on-site at the Portland State Office Building, located at 800 NE Oregon Street, Portland, OR 97232.

Employee has extensive use of a PC and web-based programs. Use of telephone. Must move between computer stations, paper and microfiche indexes, microfilm reader/printer machines, the library of records and the copy machine as necessary to research and create vital records. Some use of copiers, and fax machines, Some light lifting, reaching and stooping to reach for, and lift, small boxes or binders. Frequent contact with customers by telephone, email and in person. Some contact with demanding or hostile clients.

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 exceptional medical, vision and dental benefit packages for you and your qualified family members, with very low monthly out-of-pocket costs. Try this free virtual benefits counselor by clicking here: https://www.oregon.gov/oha/pebb/pages/alex.aspx  
• Paid Leave Days:
  • 11 paid holidays each year.
  • 3 additional paid personal business days each year.
  • 8 hours of paid sick leave accrued each month.
  • Progressive vacation leave accrual with increases every 5 years.
• Pension and Retirement plans.
• Student Loan Forgiveness; Public Service Loan Forgiveness (PSLF) opportunity. The PSLF program may forgive student loan balances after you’ve made the equivalent of 120 qualifying monthly payments. 
• Optional benefits include short-term disability, long-term disability, deferred compensation savings program, and flexible spending accounts for health care and childcare expenses.
• Click here to learn more about State of Oregon benefits.

The Oregon Health Authority is committed to: 

• Eliminating health inequities in Oregon by 2030
• Becoming an anti-racist organization
• Developing and promoting culturally and linguistically appropriate programs, and
• Developing and retaining a diverse, inclusive, and equitable workforce that represents the diversity, cultures, strengths, and values of the people of Oregon.
  

Directions to Apply:

• Complete the online application and questionnaire.
• Upload a current resume that demonstrates how your personal (lived), educational, and professional experience qualify you for this position. *(required)*Applicants who fail to upload a resume will not be considered.

Please ensure you have provided thorough and updated application materials 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.

External Applicants: Click on the “Apply” link and submit your application. View this video for assistance.

Current State of Oregon employees: Apply via your employee Workday account through the Jobs Hub worklet. View this job aid for assistance.

This recruitment may be used to establish a list of qualified candidates to fill current or future vacancies.

Helpful Tips/Resources:

• This posting closes at 11:59 PM on the close date listed.
• Workday may timeout after 20 minutes of inactivity.
• After you submit your application, you will have additional tasks to complete in Workday. Please continue to check your Workday account throughout the recruitment process.
• Workday performs best in Google Chrome.
• Oregon Health Authority Website
• Oregon Health Authority Programs and Divisions
• Career Resources
• Applicant Help and Support

Additional Information:

• The salary listed is at the non-PERS rate. Public Employee Retirement System (PERS) eligible employees will have their base salary increased by 6.95% and pay the 6% employee contribution to PERS. If you are not yet PERS eligible, the 6.95% pay increase and employee contribution will be effective upon PERS eligibility.
• Veterans: If you are a veteran, you may receive preference. Click here for more information about veterans’ preference. If you checked that you are a veteran, we will ask you for your documents later in the process.
• Visa Sponsorship: Oregon Health Authority (OHA) 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. OHA is an E-Verify employer and will use E-Verify to confirm that hires are authorized to work in the United States.
• Background Check: If you are offered employment, the offer will be contingent upon the 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.

Have Questions or Need Help?

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Aimee Buchholz at aimee.d.buchholz2@oha.oregon.gov. TTY users may dial 711 or 1-800-735-2900. For Workday technical support, please call toll-free 1-855-524-5627.

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. 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.