Initial Posting Date: 08/27/2025Application Deadline: 09/04/2025Agency: Public Utility CommissionSalary Range: $3,427 - $4,619Position Type: EmployeePosition Title: Program and Eligibility SpecialistJob Description:In this role, you will be a part of the Residential Service Protection Fund (RSPF) section of the Oregon Public Utility Commission (PUC), which operates a small-scale customer service center. Customers receive high-quality, personalized customer service from knowledgeable staff in a manner that is compliant with program requirements and thoughtfully tailored to best meet the needs of the respective customer, through the administration of these statewide programs.The Oregon Telephone Assistance Program (OTAP), also known as Lifeline, provides a monthly discount on phone or high-speed internet service with participating providers for qualifying income-eligible Oregon households.The Telecommunication Devices Access Program (TDAP) loans adaptive telephone equipment at no cost and with no income restrictions to eligible Oregonians who have a disability in hearing, speech, vision, cognition, or mobilityThe Oregon Telecommunications Relay Service (OTRS) supports Oregonians who have a disability in speech or hearing in placing and receiving calls through specially trained operators.These programs are funded through a monthly surcharge applied to various telecommunications services and are managed by a dedicated team within the PUC.This is a classified, unrepresented, non-exempt position and is eligible for overtime with supervisor approval. This position is allocated to the classification of Public Service Representative 3 (PSR3).The PUC’s mission is to ensure Oregonians have access to safe, reliable and fairly priced utility services that advance state policy and promote the public interest. We use an inclusive process to evaluate differing viewpoints and visions of the public interest and arrive at balanced, well-reasoned, independent decisions supported by fact and law. More information about our vision and values can be found at: and .Benefits for joining our Team:Colleagues who are passionate about public service.Work/life balance, 11 paid holidays a year, and a .Advancement and learning opportunities that will help grow your career with the State of Oregon.Possible eligibility for the .More information about the PUC can be found online at: .Please Note: New employees to PUC who are Public Employee Retirement System (PERS) participating members (those meeting eligibility requirements at time of hire) are paid within the PERS-eligible/AP salary range for this position as follows:Public Service Representative 3/ PERS-AP Salary Range: $3,649 - $4,940 monthly (for active PERS members reflecting a monthly 6.95% contribution/increase)Employees new to State of Oregon employment, or who are not yet a PERS participating member, will receive the 6.95% increase (6% employee contribution) upon meeting PERS eligibility, generally after completion of six-months of qualifying State of Oregon employment.What will you do as a Program and Eligibility Specialist:In this position you will help ensure eligible Oregonians receive the benefits and services they need to maintain essential telecommunication access. The Program and Eligibility Specialist plays a key role in verifying eligibility for program services by processing customer applications and providing exceptional customer service to a diverse population with compassion and professionalism. This position also supports the day-to-day operations and technical administration of the OTAP, TDAP, OTRS programs. Major duties include:Deliver high-quality customer service via phone, email, and in person, to program participants, community partners, and service providers. Ensure clear communication and support throughout the customer’s application and eligibility verification process.Explain program benefits, parameters, and application requirements in accordance with federal and state laws and rules, and program policies and procedures.Verify program, and income-based eligibility, by reviewing supporting documentation and accessing records in state databases and other systems. Process customer applications and maintain accurate records of customer contacts and status of applications.Assist customers in providing a better understanding of the needed action(s) on their part to qualify for program benefits. Provides standardized program information and communication to applicants and recipients regarding the status of their eligibility for program participation.Review internal and external reports to monitor eligibility, and update and reconcile customer records and discrepancies.Hybrid Work Option:The PUC’s office is located in downtown Salem, in close proximity to the State Capitol, with the supervisor’s approval, the duties of this position may be performed remotely as well as at the office in Salem. Incumbent MUST be available to work in-person, at the Salem office, 3-4 days per month, or at times with greater frequency to support business needs.Hybrid-remote work is evaluated periodically to ensure business needs are being met and can be adjusted at any time.What we are looking for: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:The most competitive candidates will demonstrate the following requested skills:Work experience communicating with customers in an effective and courteous manner via phone, email, and in person.Work experience providing customer support to efficiently address nuanced questions, needs, or concerns.Work experience responding to customer concerns and complaints, including de-escalation of customers who may be upset or emotional.Work experience supporting customers who may have hearing, speech or other disabilities, in receiving information, completing program applications, and understanding program inclusions and offerings.Work experience collecting and organizing information from internal and external resources to accurately respond to diverse customer inquiries.Work experience using Microsoft Office software (i.e., Word, Outlook, Excel, and Teams) to independently draft internal and external written communications and email; use spreadsheets to enter data, organize information, and check for errors; and participate in virtual meetings to share and exchange information.Work experience reviewing internal and external reports and information, updating customer records, and reconciling and resolving routine discrepancies in data.Work experience reviewing and explaining rules, policies, procedures, and applicable program requirements to the public, and applying that knowledge to process applications and determine eligibility for government, or other similar programs.How to Apply:To submit a complete application, you must use the State of Oregon “Workday” recruitment system. Using the Workday system:1) Click “Apply” at the top of this job announcement;2) Create a new Workday account OR login to your existing Workday account; and3) Complete and submit your electronic application.The PUC will consider only complete applications submitted online by the closing date/time posted on this announcement.**If you are a current employee of the State of Oregon, you MUST apply through your internal State of Oregon employee Workday account.**Please ensure you’ve provided a thorough and updated application as it pertains to the position for which you are applying. If you are hired, your application materials will be used to determine salary based on an equal pay calculator. For further information, please visit the Oregon Department of Administrative Services homepage.How to Get Noticed:Qualified candidates whose training and/or work experience most closely match the requested skills of the position may be eligible for an interview. Applications will be screened for consistency of information and professional communication skills (i.e., clarity, conciseness, attention to detail, spelling, grammar, etc.).Veterans:Eligible veterans who meet the qualifications will be given veterans' preference. For further information, please see the following website: . NOTE: If claiming veterans’ preference please be sure to check your Workday account for pending tasks or actions under your “My Applications” section.Questions/Need Help?If you need assistance to participate in the application process, including an accommodation request under the Americans with Disabilities Act contact PUC Human Resource Analyst Jessica Leedham at 503-580-5740.Additional Information about Employment with PUC:The use of outside resources such as Artificial Intelligence software during applicant skill assessments, examinations, and/or interviews is prohibited unless otherwise stated. Unauthorized use of outside resources during the hiring process will result in disqualification.The State of Oregon does not request or require your age, date of birth, attendance or graduations dates from an educational institution during the application process.The PUC does not offer VISA sponsorships. 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.If you are hired, you may be required to provide facts about past employment and present financial interests if they could be connected with the businesses regulated by the PUC.Hybrid-Remote work may be provided to PUC staff in accordance with the Department of Administrative Services (DAS), “Working Remotely” statewide policy. Currently, employees may request approval for hybrid-remote work (generally from the employee’s personal residence). Requests are evaluated based on the agency’s business needs. Staff with approval for Hybrid-Remote work must demonstrate suitability for remote work, have access to a high/speed internet connection that meets or exceeds the minimum acceptable requirements, and maintain a workspace supporting confidentiality of protected/sensitive information.This recruitment will be used to establish a list of qualified candidates; this list will be used to fill the current opening and may be used to fill other openings as they occur.The pay and benefits on all announcements may change without notice.The PUC is an Equal Opportunity, Affirmative Action Employer committed to an inclusive and diverse workforce.
