Customer Representative Associate II - Human Services

Department of Marine Resources; Ellsworth (ME); Hybrid; USD 25,000 - 36,000; Full time

Benefits offered by this job

Partial telework with management appro

Job summary

Department of Health and Human Services in Ellsworth, Maine, is seeking an administrative support specialist to assist clients with eligibility questions and benefits applications. The role involves answering calls, processing documents, and coordinating client services, with an emphasis on accuracy and compliance.

The position offers partial telework with management approval, a salary range of $18.08–$26.03 per hour, and opportunities to handle vital public assistance programs within a state

Qualifications

• 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.

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

Outlook proficiency

Excel proficiency

MS Word proficiency

Phone receptionist

Data entry

Education

Office/administrative training or equivalent

Tools

Microsoft Office

Job description

Department of Health and Human Services (DHHS)

Opening Date: October 23, 2026

Closing Date: November 5, 2026

Job Class Code: 6594

Grade: 13 (Admin Svcs)

Salary: $18.08 - $26.03 per hour

Position Number: 02022-7743

Location: Ellsworth

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; 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.

Please submit a cover letter rating your skills in each of the following tasks/tools as: expert, skilled or novice.

• Outlook or comparable email applications.
• Excel or comparable spreadsheet applications.
• MS Word or comparable word processing applications.
• Receptionist or customer assistance by phone.
• Data entry (entering data and narratives)

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 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.

For additional information about this position please contact Marcus Hatch at [e-mail] or [phone].

Benefits of working for the State of Maine:

No matter where you work across Maine state government, you find employees who embody our state motto-"Dirigo" or "I lead"-as they provide essential services to Mainers every day. We believe in supporting our workforce's health and wellbeing with a valuable total compensation package, including:

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 immedi