Customer Representative Associate II - Human Services

State of Maine; Caribou (ME); Hybrid; USD 25,000 - 36,000; Full time

Benefits offered by this job

Paid holidays

Vacation leave

Health insurance

Dental insurance

Retirement plan

Gym membership reimbursement

Flexible spending accounts

Parental leave

Public service student loanForgiveness

Job summary

The State of Maine Department of Health and Human Services in Caribou is seeking a position in Administrative Services with a focus on helping clients understand eligibility for benefits. Partial telework is available with management approval, and the role offers a pathway within the state system.

Responsibilities include answering questions by phone, guiding clients through reporting and compliance steps, maintaining case records, and coordinating services for beneficiaries.

Qualifications

• 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.
• 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.

Responsibilities

• Complying with the requirements of State policies, including those concerning human resource components of security protocols of agency information security and confidentiality policies for state business purposes.
• Working with clients over the phone to assist with eligibility questions.
• Assisting clients with reporting, eligibility, and compliance requirements.
• Coordinating approved client services.
• Coding, computing, verifying, posting, reconciling, and/or updating standard documents.
• Updating case records and completing documentation requirements.
• Informing supervisor of emergency trends in service needs.
• Providing clients with information about how to apply for benefits.
• Confirming receipt of documents from clients.
• Replacing various cards clients use to access benefits.
• Providing information about resources to clients.
• Other duties as assigned.

Skills

Customer service

Independent decision making

Job description

Department of Health and Human Services (DHHS)

Opening Date: September 25, 2026 Closing Date: October 8, 2026

Job Class Code: 6594 Grade: 13 (Administrative Services) Salary: $18.08 - $26.03 per hour Position Number: 02000-1872

Location: Caribou

This position allows for partial telework with management approval. Currently, this position is not eligible for visa sponsorship or STEM OPT extensions.

Core Responsibilities

• Complying with the requirements of State policies, including those concerning human resource components of security protocols of agency information security and confidentiality policies for state business purposes.
• Working with clients over the phone to assist with eligibility questions.
• Assisting clients with reporting, eligibility, and compliance requirements.
• Coordinating approved client services.
• Coding, computing, verifying, posting, reconciling, and/or updating standard documents.
• Updating case records and completing documentation requirements.
• Informing supervisor of emergency trends in service needs.
• Providing clients with information about how to apply for benefits.
• Confirming receipt of documents from clients.
• Replacing various cards clients use to access benefits.
• Providing information about resources to clients.
• Other duties as assigned.

Minimum Qualifications

To qualify for this position, you must have 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;
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.

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 through the Maine Center for Disease Control and Prevention, operates two state psychiatric hospitals, and provides oversight to health care providers through the licensing division. DHHS is the largest executive branch department in Maine, employing over 3,000 people across the state.

The Office for Family Independence (OFI) is responsible for administration of eligibility determination for a number of programs, including MaineCare, Temporary Assistance for Needy Families (TANF), Food Supplement, Fraud and Recovery, and Child Support.

Application Information

For questions about this position, please contact Marcus Hatch at [e-mail] or call [phone].

Benefits of working for the State of Maine

• Work-Life Fit - Rest is essential. Take time for yourself using 13 paid holidays and 3+ weeks of vacation leave annually. Vacation leave accrual increases with years of service, and overtime‑exempt employees receive personal leave. When you or immediate members of your family are ill, utilize 12 days of sick leave per year.
• Health Insurance Coverage - The State of Maine pays 85%-95% of employee‑only premiums ($12,213.60 - $13,650.48 annual value), depending on salary. Use this chart to find the premium costs for you and your family, including the percentage of dependent coverage paid by the State.
• Health Insurance Premium Credit - Participation decreases employee‑only premiums by 5%. Visit the Office of Employee Health and Wellness for more information about program requirements.
• Dental Insurance - The State of Maine pays 100% of employee‑only dental premiums ($365.28 annual value).
• Retirement Plan - The State contributes the equivalent of 14.06% of the employee's pay towards the Maine Public Employees Retirement System (MainePERS), on behalf of the employee.
• Gym Membership Reimbursement - Improve overall health with regular exercise and receive up to $40 per month to offset this expense.
• Health and Dependent Care Flexible Spending Accounts - Set aside money pre‑tax to help pay for out‑of‑pocket health care expenses and/or daycare expenses.
• Public Service Student Loan Forgiveness - The State of Maine is a qualified employer for this federal program. For more information, visit the Federal Student Aid office.
• Living Resources Program - Navigate challenging work and life situations with our employee assistance program.
• Parental leave is one of the most important benefits for any working parent. All employees who are welcoming a child‑including non‑birthing and adoptive parents‑receive six weeks of fully paid parental leave. Additional, unpaid leave may also be available, under the Family and Medical Leave Act.
• Voluntary Deferred Compensation - Save additional pre‑tax funds for retirement in a MaineSaves 457(b) account through payroll deductions.
• State employees are eligible for an extensive and highly competitive benefits package, covering many aspects of wellness. Learn about additional wellness benefits for State employees from the Office of Employee Health and Wellness.
• Note: Benefits may vary somewhat according to specific collective bargaining agreements and are prorated for anything less than full‑time.

Workplace Culture and Values

There's a job and then there's purposeful, transformative work. Our aim is to create a workplace where you can learn, grow, and continuously refine your skills. Applicants demonstrate job requirements in differing ways, and we appreciate that many skills and backgrounds can make people successful in this role.

As an Equal Opportunity employer, Maine State Government embraces a culture of respect and awareness. We are committed to creating a strong sense of belonging for all team members, and our process ensures an inclusive environment to applicants of all backgrounds including diverse race, color, sex, sexual orientation or gender identity, physical or mental disability, religion, age, ancestry, national origin, familial status or genetics.

If you're looking for a great next step, and want to feel good about what you do, we'd love to hear from you.

Please note reasonable accommodations are provided to qualified individuals with disabilities upon request.