Job Details

Public Service Representative 3

Oregon Employment Department, Beaverton, OR

Job - Government

Close Date: 12/28/2018

This recruitment is to augment the candidate pool generated by job announcement EMP18-0149oc. If you have previously applied for this position, you do not need to reapply. Names of qualified applicants will remain on the list for further consideration.

We are excited to announce multiple openings for Public Service Representative 3 positions in our Unemployment Insurance Division located in Beaverton. Bilingual applicants are encouraged to apply.

There are two (2), limited duration, full-time positions located in Beaverton, Oregon (approximately a mile from Highway 26 and 217). These limited duration positions are scheduled to end on or before June 30, 2019.
This recruitment will be used to establish a list of qualified applicants to fill the current vacancies and may be used to fill future vacancies as they occur.
These positions are represented by the Service Employees International Union (SEIU).
The Oregon Employment Department (OED) is seeking experienced professionals who enjoy a team environment, are dedicated to public service excellence, committed to our mission and values and want to join our team!

Our Mission: The Employment Department is a state agency with a mission to Support Business and Promote Employment. We accomplish this by administering the Unemployment Insurance (UI) program; recruiting and referring applicants to job openings and assisting job seekers in their employment searches (Workforce Operations); and developing and distributing workforce and economic information (Workforce and Economic Research).

Our Values: Openness, trust, and integrity; Quality with agility; Delighting the customer; Teamwork with responsibility; and Humor, fulfillment, and inclusion.

Duties & Responsibilities
What you will be doing:
This position will have regular telephone contact with individuals filing for and claiming unemployment insurance benefits.

Receive a high volume of customer information from queue based telephone systems; obtain and clarify additional information from telephone interviews to assist customers in routing calls for unemployment insurance benefits to appropriate phone queue(s).
Simultaneously enter claims information and documentation into computerized database for all types of initial, additional and continued claims Submit overpayment information to appropriate central office section.
Refer claimants to resources to assist them with job search and relevant local labor market information including Internet sites, Business and Employment Service offices, WorkSource offices and other partner resources. Send required forms and instructions to claimant for completion.
Provide basic information to employers, claimants and the general public in accordance with the state confidentiality laws and rules regarding other Department services including but not limited to:
Career center services;
Information for job referrals, labor market information and other support services and workshops to develop individualized job search techniques.
Self-service computer programs and resume writing tools available in the WorkSource Centers. Refer to staff and written materials for job search and career information and for answers to questions on labor market conditions, wages and employment trends. Refer customers to, Oregon Labor Market Information System (OLMIS); Career Information System; iMatchskills; Bureau of Labor and Industries Apprenticeship Program.
Identify barriers to successful job search activities and possible means to remove those barriers. Refer job seeker to job finding workshops, special services within the agency, and/or to other community or agency services and resources.
Process clean claims in accordance with the OED policies and procedures. Utilize OED online claims systems to process work while simultaneously entering and documenting claims information into a computerized database for all initial on line claims processing.
Determine eligibility for OED programs and provide value added referrals to community resources and supportive service agencies for needed services and/or technical assistance. Maintain a working knowledge of how to refer claimants to supportive services within the claimant's local community. Also refer claimants to labor exchange services at Business and Employment Services offices and the Internet.
Develop and maintain effective working relationships with Employment Services staff. Coordinate claimant reemployment activities as needed.
Communicate professionally and appropriately with customers, partners and co-workers. Know and understand the cultural diversity dynamics that exist within the service delivery area and adjust service delivery as needed to meet the needs of the population served.
What's in it for you:
Collaborate in an open office with a team of bright individuals to work with and learn from. We offer a workplace that balances productivity with enjoyment; encourage an atmosphere of mutual respect, dedication, enthusiasm and optimism; and encourage learning and mentoring.

We offer full medical, vision, and dental insurance with paid Sick Leave, Vacation, Personal Leave and 10 paid holidays a year.

The Oregon Employment Department strives to create an inclusive environment that welcomes and values the diversity of the people we serve. The Oregon Employment Department 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. A goal of the Oregon Employment Department is to become an employer of choice for individuals of all backgrounds and promote an inclusive workplace culture that encourages diversity and allows employees to excel.
Qualifications, Required & Requested Skills
Minimum Qualifications (Required Skills)

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.

Requested Skills (Desired Attributes): In addition to your related work experience and education, we will use the attributes below to determine whom to interview. You are not required to have all of these attributes, but please make sure that the ones you do have are clearly demonstrated in your application. Your application may be graded on spelling, grammar, punctuation, and presentation.

Skill in gathering information regarding laws, rules, policies, procedures, or services and explaining them to the public (in person, in writing, or on the telephone).
Skill in making independent judgments and decisions concerning a course of action to be taken.
Ability to learn specific agency programs or operations affecting assigned work.
Excellent customer service skills, with the ability to deal with upset customers.
Ability to maintain performance expectations while remaining flexible with changing priorities.
Clear, concise and accurate use of both written and verbal communication.
Demonstrated commitment to Diversity and Inclusion.
Preference will be given to bi-lingual candidates for Spanish, Russian, and/or Vietnamese.

Complete the online application, including the supplemental questions; and
Submit a professional cover letter, no longer than two pages. Please name the cover letter file: Cover Letter EMP18-0149oc.
Failure to submit the required professional cover letter with your online application will result in the elimination of your application.
Additional Information
Working Conditions
Must maintain objectivity even though claimants are frequently emotional, angry or hostile. Constant use of telephone and computer system to process work. Must be able to work in an open office environment which includes close proximity to co-workers and fluctuating noise levels. Must be able to perform all aspects of the job under periods of high workload. Must continuously integrate new and complex technical information into daily work. Must communicate effectively, both verbally and in writing.

How to Apply
To apply for this position, follow the "Apply" link above and complete the Oregon employment application online. Please use name you want us to address you by.
Attach your cover letter.
Answer the supplemental questions.
All application materials must be received by the closing date and time posted on this announcement.

Complete Application
The application must include work experience that supports how you meet the minimum qualifications and Requested Skills above. A resume (attached or text) will not replace the work experience section of the application.

Work experience is based on a 40 hour work week. (Example: 20 hours a week for one year would equal six-months of work experience.)

If you are using education (a degree or coursework) to qualify for this position, transcripts must be submitted for all required or related courses by time of interview/reference check process (if selected). A copy of your diploma will not substitute for the required transcripts.

Pre-Employment Checks:
Employment is contingent on the outcome of a criminal records check which may require fingerprints (FBI). Any history of criminal activity will be reviewed and could result in the withdrawal of the offer or termination of employment.

Work Authorization
The Oregon Employment Department does not offer visa sponsorships. Within three days of hire, all applicants will be required to complete the US Department of Homeland Security's Form I-9, confirming authorization to work in the United States.

Veteran's Points:
For more information on veterans' preference points, visit: Veterans Resources

Questions and Application Support:
For questions about the job announcement, call 503-947-3006.
For technical help with your login or online application issues, call 1-855-524-5627 from 6:30a to 5:30p PT M-F by leaving a voicemail. It may take up to 24 hours to receive a response. If you do not receive a response after 24 hours, you can email Technical Support at
The Employment Department is an Equal Opportunity, Affirmative Action employer, committed to a diverse workforce with equal opportunity programs.

Complete details: