Skip Maine state header navigation

State Search:

Agencies | Online Services | Help

Page Tools Page Tools Email page Watch page Add link to MyMaine Map addresses En español En français English

JOB DESCRIPTION:

As a Customer Representative Associate II in the Department of Health and Human Services, you will perform a broad range of direct service and administrative duties that assist in the delivery of services to our clients.  These duties may include interviewing and verifying information provided by clients; entering and verifying data in client information systems; supervising visits between children who have been removed from their home, their parents, and others; and making referrals for services for children, parents, and family members.  To perform these duties you must have strong interpersonal skills, organizational skills, and computer skills.  You should also be detail-oriented, be able to work effectively with your team members, and interact with the public in a helpful and professional manner.  For additional information on typical duties performed by these positions, please review the descriptions in Section V of the attached Supplemental Qualifications Form.

MINIMUM REQUIREMENTS:

In order to qualify, you must have training, education, and/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 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.

Section I of the Supplemental Qualifications Form includes all of the knowledges and abilities required to minimally qualify for this job classification.  The final application evaluation score is based on the remaining sections of the Supplemental Qualifications Form.

GENERAL INFORMATION:

• Qualified applicants will be placed on an Employment Register for this classification.
• Your application evaluation results will be e-mailed to the address you use to login to your online account.
• You must complete the on-line application for this job title

The Bureau of Human Resources reserves the right to use any other selection devices necessary in order to identify those candidates who are most qualified.

Maine State Government is an Equal Opportunity/Affirmative Action Employer

SUPPLEMENTAL QUALIFICATIONS FORM

Customer Representative Associate II - Human Services) (659400)

APPLICANT’S NAME:_________________________________________________________________

SECTION I - Minimum Requirements

Directions for Section I ONLY:  Indicate if you have the required knowledge or ability listed below.  These are not tasks you need to have performed; however, you must indicate that you have the knowledge or ability to perform these tasks.

SECTION II:

Please select the option that best describes your education:

*Related Degrees include any of the following:

• Any Health and Human Services degrees such as Mental Health, Human Services, etc.
• Any Social Work/Social Welfare degrees.
• Any Healthcare related degrees such as Health Care Administration, Public/Community Health, Medical Assisting; or degrees in a clinical area such as Nursing.
• Any degrees in Business/Public Administration, Accounting, Finance, etc.

SECTION III:

Directions for Section III:  Please rate your skills in each of the following skill sets using the rating  scale below by checking the box next to each skill set corresponding to the appropriate number.  It is important that you be as honest as possible in your evaluation of your skills.  If you are selected to be interviewed for one of these positions, you should anticipate the interviewer will have a copy of your self-evaluation and ask you to provide examples of work experience or training that support your self-evaluation ratings.  You may also be required to complete a performance test to demonstrate your proficiencies in selected skills.

Rating scale

Directions for Section IV:  Using the definitions below as your guide, indicate your skill level for each of the areas listed by marking the appropriate boxes.

Definitions:

SECTION IV:

SECTION V:

Most of our Customer Relations Associates support one of two programs.  Please review the descriptions below and indicate the program(s) you would like to be considered for.

As a Customer Representative Associate in the Office of Child & Family Services (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.  Some of these duties may include but are not limited to supervising visits between children who have been removed from their home with their parents and other supervised visitations and other appointments; making referrals for services for children, parents, and family members; entering documentation into the Maine Automated Child Welfare Information System (MACWIS); maintaining legal records; and serving court paperwork.  To perform these duties, you must have strong interpersonal, 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.  Most OCFS positions require possession of a valid driver’s license and good driving record.

As a Customer Representative Associate in the Office of Integrated Access & Support (OIAS) assigned to the ASPIRE Program and/or Eligibility Program, you will be expected to perform a broad range of direct service and administrative duties that assist in service delivery to public assistance recipients.  These duties will include interviewing and verifying information provided by participants, entering and verifying data in ACES (Automated Client Eligibility System) and establishing contacts in the community to create job sites and visiting sites to monitor ASPIRE participants’ progress.  You may also review, approve and process bills from providers for  services provided to ASPIRE participants, complete background checks for unlicensed daycare providers who wish to provide services for ASPIRE participants and visit their facilities to ensure conformance with DHHS/ASPIRE policies.  You may interview and gather information from public assistance recipients and perform routine eligibility determination tasks to support Family Independence Specialists who are responsible for eligibility caseloads. To perform these duties you must have strong interpersonal skills, organizational and computer skills.  You should also be detail-oriented, be able to work effectively with your team members and interact with the public in a helpful and professional manner.