Customer Support-OCFS Background Check Unit

Location: Augusta,Maine,United States

Department of Health and Human Services (DHHS)

Customer Representative Associate II – Human Services 

Opening Date: May 8, 2025

Closing Date: May 21, 2025

Job Class Code: 6594

Grade:  13 (Administrative Svcs)    

Salary: $17.30 – $24.91 per hour

Position Number: 02000-3704

Location: Augusta

Core Responsibilities:

As a Customer Representative Associate II in OCFS, you will be expected to perform a broad range of direct service and administrative duties that assist in service delivery to families involved with the child welfare system.  These duties may include but are not limited to:

•    Completing Child Protective background checks.
•    Maintaining records, mailings, and databases.
•    Performing routine, occasional secretarial duties such as: complete work schedules, arrange appointments, arrange travel/lodging, order supplies and review documents to respond to requests.

To perform these duties, you must have strong interpersonal skills, organizational and computer skills. You will also need to be able to work effectively with your team members and interact with the public in a helpful and professional manner, sometimes under difficult circumstances. Your work could include significant travel within areas served by the local district office and will include occasional mandatory overtime. Most positions require possession of a valid driver’s license, access to reliable transportation and good driving record.

Your typical duties will include:  

•    Examining documents/information, determine facts, detect errors and irregularities, and taking action as authorized.
•    Creating, using, maintaining, or updating computerized databases. 
•    Working with a variety of interested parties, such as other state agencies, the public and municipalities. 
•    Conducting and submitting assigned child protective clearances and follow established protocol.
•    Processing all incoming and outgoing mail (opening, sorting, distributing).
•    Preparing monthly logs of tasks completed and participating in unit meetings to enhance coordination of essential tasks.
•    Assisting Background Check Unit members with any other duties associated with daily tasks, as needed.

Minimum Qualifications:

To qualify, your background must include training, education, or experience in office and administrative support work that demonstrates 1) competency in applying a solid knowledge of the principles and practices of quality customer service to perform complex work in assisting the public with applications, fees, examinations, or social services that have an eligibility or compliance component; and 2) the ability to use independent decision-making on the appropriate processes to follow, information to process, and actions to take in accordance with standard procedures.

Preference will be extended to candidate possessing the following skills/experience:

1.    Prior experience working directly with children and families in a social service setting.
2.   Skilled in the use of standard work-place applications (MS Word, EXCEL, Outlook, etc.).

Thinking about applying?

Research shows that people from historically excluded communities tend to apply to jobs only when they check every box in the posting. If you’re currently reading this and hesitating to apply for that reason, we encourage you to go for it! Let us know how your lived experience and passion set you apart.

Agency information: 

The Department of Health and Human Services (DHHS) is dedicated to promoting health, safety, resilience, and opportunity for Maine people. The Department provides health and social services to approximately a third of the State's population, including children, families, older Mainers, and individuals with disabilities, mental illness, and substance use disorders. The Department also promotes public health, operates two state psychiatric hospitals, and provides oversight to health care providers.

The Office of Child & Family Services (OCFS), within DHHS is responsible for ensuring the safety, permanency and well-being of children and families through community networks, local resources, and life-long family connections throughout Maine.  

Application Information:

Please submit all documents or files in PDF format.

For additional information about this position please contact Nicole Marinaro, Background Check Unit Supervisor at Nicole.Marinaro@Maine.gov  

To apply, please upload a recent resume (if available) and cover letter addressing each of the preferred skills/experienc