Customer Support - OCFS Background Check Unit

maine; Augusta (ME); On-site; USD 36,000 - 52,000; Full time

Job summary

Department of Health and Human Services (DHHS) Maine is seeking a Customer Representative Associate II - Human Services in Augusta. The position offers an hourly wage of $17.30–$24.91 and may require occasional travel and overtime.

Typical duties include handling records, coordinating tasks, and assisting with child protective background checks. Qualified applicants will demonstrate strong interpersonal and computer skills and the ability to operate under standard procedures while maintaining

Qualifications

• 1) competency in applying quality customer service to assist the public with applications and services.
• 2) ability to use independent decision-making following standard procedures.

Responsibilities

• Completing Child Protective background checks.
• Maintaining records, mailings, and databases.
• Performing routine secretarial duties such as scheduling, appointments, travel and supplies.
• Interacting with the public in a helpful and professional manner.
• Travel within the local district area and occasional overtime.

Skills

Child welfare experience

MS Word / Excel / Outlook

Job description

Department of Health and Human Services (DHHS)

Customer Representative Associate II - Human Services

Opening Date: September 10, 2026

Closing Date: September 23, 2026

Job Class Code: 6594

Grade: 13 (Administrative Services)

Salary: $17.30 - $24.91 per hour

Position Number: 02000-3704

Location: Augusta

Currently, this position is not eligible for visa sponsorship or STEM OPT extensions.

Core Responsibilities:

• 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 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.

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.).

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 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.