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Career Opportunity Bulletin

CUSTOMER REPRESENTATIVE ASSOCIATE II – HUMAN SERVICES

CODE:  659400    PAY GRADE: 13    ($12.48 – 17.48/hr.)

Value of State-paid Dental Insurance:  $13.69 biweekly

Value* of State-paid Health Insurance:

  • Level 1:  100% State Contribution (employee pays nothing):  $363.77 biweekly
  • Level 2:  95% State Contribution (employee pays 5%):  $345.58 biweekly
  • Level 3:  90% State Contribution (employee pays 10%):  $327.39 biweekly
  • Level 4:  85% State Contribution (employee pays 15%):  $309.20 biweekly

*The level of the actual value of state paid Health Insurance will be based on the employee’s wage rate and status with regard to the health credit premium program as of July 1, 2011.

Value of State’s share of Employee’s Retirement:  11.54% of pay


DATE UPDATED: April 10, 2013

CLOSING DATE:  Until Canceled 

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, 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. 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:

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.

APPLICATION INFORMATION:

You must complete the on-line application by logging on to our Web Page (www.maine.gov/bhr/state_jobs), clicking the Open Competitive Jobs link, and clicking Apply Now under this job title.

The Bureau of Human Resources is unable to provide copies of submitted materials.

Maine State Government is an Equal Opportunity/Affirmative Action Employer


SUPPLEMENTAL QUALIFICATIONS FORM

Customer Representative Associate II - Human Services) (659400)

APPLICANT’S NAME:  ______________________________________________

INSTRUCTIONS:

  • Your responses on this form will be the basis making a numerical evaluation of your background training and experience (your final score).
  • False or misleading statements may result in rejection of your Application for Employment or dismissal from Maine State Service if selected.
  • Statements made on this form and in your application are subject to verification by the Bureau of Human Resources and the Appointing Authority.

 

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.

I have:

YES

NO

Knowledge of the principles of quality customer service.

   

Knowledge of what actions reflect high-quality customer service.

   

Knowledge of programs and resources that have a compliance or eligibility component.

   

Knowledge of query and research techniques.

   

Ability to establish manual filing systems.

   

Ability to establish computerized filing systems.

   

Ability to code, post, and update data on standard documents.

   

Ability to type standard business correspondence from draft into final form using varied correspondence formats.

   

Ability to use alphabetical, numerical, and chronological filing systems.

   

Ability to use alphabetical, numerical, and chronological sub-filing systems.

   

Ability to effectively receive and provide information to customers.

   

Ability to obtain routine, factual information from customers.

   

Ability to search for information.

   

Ability to track documents for follow up action.

   

Ability to make intermediate mathematical calculations.

   

Ability to prepare worksheets.

   

Ability to perform data entry for data management.

   

Ability to prepare standard reports.

   

Ability to apply to routine individual cases an explanation and interpretation of rules, policies and procedures, codes, or documentation requirements that pertain to the work.

   

Ability to detect informational errors and irregularities and take action as authorized.

   

Knowledge of interviewing principles and techniques.

   

Knowledge of community resources for social services.

   

 

SECTION II:   

Please select the option that best describes your education:

 

I have no post secondary education.

 

I have post-secondary education in an unrelated* field.

 

I have post-secondary education in a related* field, but have not earned an Associates Degree or Bachelors Degree.

 

I have a related* Associates Degree from an accredited college or university.

 

I have a related* Bachelors Degree from an accredited college or university

*Related Degrees include any of the following:

 

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

Not at All True of Me

     

Very True of Me

1

2

3

4

5

 

Skill Set

1

2

3

4

5

I am able to plan, organize, and prioritize my work so that important tasks are completed within expected time frames.

         

I am skilled in the use of standard desktop tools including e-mail and word processing applications.

         

I am skilled in using complex, computer-based filing systems to locate, review, and update important customer records and other vital information.

         

I am a team player and willingly pitch in to assist my co-workers as necessary.

         

I demonstrate mutual respect, tolerance, trust, and sensitivity in my interactions with others at all times.

         

I am committed to quality customer service and strive to provide my customers with the highest level of customer service.

         

I am able to learn complex rules, regulations, and procedures.

         

 

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:

None - I have no training, education, or experience in this area.
   
Level 1 - I have successfully completed training or coursework in this area, but I have no experience performing this task -OR- have some experience performing this task under close supervision.
   
Level 2 - I have experience performing this task and am fully capable of performing this task independently.
   
Level 3 - I have experience performing this task independently and have trained staff or providing assistance to other staff in this area.

 

SECTION IV:

I have:

None

Level 1

Level 2

Level 3

Interpreted and applied rules, policies, procedures, or guidelines to individual cases in human services work or a comparable public service, regulatory environment.

       

Initiated contacts with social services providers to assist in service delivery.

       

Visited educational institutions, work sites, or internship placements in order to monitor and document client progress.

       

Supervised visits between parents and children, or other individuals, in order to monitor and document interactions.

       

Transported customers to or from services.

       

 

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.

Mark the box to the right if you wish to be considered for positions in the Office of Child & Family Services - Child Welfare program.

 

Mark the box to the right if you wish to be considered for positions in the Office of Integrated Access & Support.