Eligibility Customer Support, Russian Bilingual

Oregon Department of Human Services

. Provide information and assistance by phone about SNAP, TANF, ERDC, and Medicaid programs and the online Oregon Eligibility System (ONE System) .

Posted 10/2/2026full-timeSalem • Oregon • United StatesJuniorMid-Level💰 $3,515 - $4,738 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing customer service and technical support for SNAP, TANF, ERDC, and Medicaid programs, while effectively communicating complex information to diverse audiences. Proficient in navigating web-based platforms and ensuring compliance with privacy and security regulations.

Highest-signal resume keywords

Bilingual Proficiency In English And RussianCustomer Service ExperienceTechnical Support ExperienceAdvanced Computer KnowledgeExperience Explaining Complex Information

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceTechnical SupportIdentity VerificationWeb-Based Platform NavigationData AnalysisAccount ManagementTroubleshootingEmail CommunicationCultural ResponsivenessTask Prioritization

Soft Skills

Compassionate ServiceAdaptabilityBuilding Trust-Based RelationshipsEffective CommunicationTrauma-Informed Approach

Tools & Technologies

Oregon Eligibility System (ONE System)Applicant PortalAP Mobile AppTRACS Narration SystemEmail Platforms

Certifications & Qualifications

Criminal History Background CheckU.S. Department of Homeland Security I-9 Form

Industry Keywords

SNAPTANFERDCMedicaidCompliancePrivacy RegulationsFederal Identity Assurance

About the role

Key responsibilities & impact

Provide information and assistance by phone about SNAP, TANF, ERDC, and Medicaid programs and the online Oregon Eligibility System (ONE System)
Resolve questions and concerns regarding the ONE System and related programs
Explain specialized and technical information in Applicant Portal screens while assisting with online applications
Contact participants, advocates, providers, coordinated care plans, outreach facilities, medical professionals, and agency staff by phone and/or email
Reset passwords, unlock accounts, provide usernames, troubleshoot technical errors, and access external websites
Manually verify identities and assist users in navigating application screens
Associate authorized representatives and community partners when consent is received
Set up new accounts and disable or delete existing accounts
Troubleshoot Applicant Portal, AP Mobile App, and external-site errors and basic support questions
Escalate unresolved issues to the ONE Help Desk, ONE Triage Team, and Leads with complete analysis and screenshots
Narrate in the TRACS narration system and ONE worker Portal when applicable
Explain privacy, security, and federal identity assurance rules and procedures
Secure compliance with enhanced identity-data verification
Explain program status, next steps, and “Take Action” requirements in users’ ONE Online accounts
Serve diverse customers compassionately and professionally through a trauma-informed lens

Requirements

What you’ll need

Two (2) years of experience in customer service
One (1) year of customer service experience must include explaining rules, regulations, and policies and dealing with unique or unusual situations
Bilingual proficiency in English and Russian; must pass proficiency test(s)
Experience providing technical support in a call center environment to diverse audiences verbally and in writing
Experience explaining complex information and procedures verbally and in writing to diverse audiences in a culturally responsive manner
Advanced computer and search engine knowledge
Email communication and navigating web-based platforms
Experience prioritizing tasks and managing workload to meet deadlines in a fast-paced environment
Experience building trust-based relationships and adapting collaboratively to changing priorities
Experience providing equitable, compassionate service to marginalized, underserved, in-crisis, or disadvantaged community members
Ability to work 9:30 AM–6:30 PM Monday–Friday Pacific Time and training 8:00 AM–5:00 PM Monday–Friday Pacific Time
Ability to report to a local VEC office when training, business, or operational needs require onsite activities
Must complete criminal history and background check if selected as finalist
Must be authorized to work in the United States; visa sponsorship is not offered
Must complete the U.S. Department of Homeland Security I-9 form within three days of hire
Must provide three professional references if selected as a finalist

Benefits

Comp & perks

5% bilingual differential pay upon passing bilingual proficiency tests
Cost of Living Adjustments
Possible eligibility for the Public Service Loan Forgiveness Program
Annual salary increases until reaching the top of the listed salary range
ODHS Employee Resource Group communities that promote shared learning
Veterans’ preference
Hybrid remote work eligibility