Customer Support – OCFS Background Check Unit

State of Maine; Augusta (ME); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Health Insurance

Paid Holidays

Vacation Leave

Retirement Plan

Parental Leave

Job summary

The State of Maine, Department of Health and Human Services, OCFS in Augusta, seeks a Customer Representative Associate II to support child welfare service delivery. You will perform direct service and administrative tasks, including background checks, records management, and coordinating schedules and travel as needed.

The role requires strong interpersonal, organizational, and computer skills, with travel within service areas and occasional overtime.

Qualifications

• Solid knowledge of customer service principles.
• Ability to use independent decision-making on procedures.
• Preference: experience with children and families in social services.

Responsibilities

• Examine documents and determine facts, detect errors, and take action as authorized.
• Create, use, maintain, or update computerized databases.
• Coordinate with state agencies, the public, and municipalities.
• Process background checks and follow established protocols.

Skills

Customer service

Decision making

Child welfare experience

Tools

MS Word

Excel

Outlook

Job description

If you are a current State of Maine employee, please submit your application through the internal application process using the Find Jobs report in PRISM. Seasonal employees who do not have PRISM access should apply through the State’s career page and indicate on the application that they have previously worked for the State.

.

Department of Health and Human Services (DHHS)

Customer Representative Associate II – Human Services

Opening Date:November 3, 2026

Closing Date:November 17, 2026

Job Class Code:6594

Grade:13 (Administrative Services)

Salary:$18.08 - $26.03 per hour

Position Number: 02000-3704

Location:Augusta

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

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 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.).

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 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 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.

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 pays85%-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 foranything less than full-time.

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.

.