Customer Support – OCFS Background Check Unit

State of Maine•Augusta, ME

5d•$18 - $26•Onsite

About The Position

The Customer Representative Associate II works in the Office of Child & Family Services (OCFS) Background Check Unit, performing direct service and administrative duties that support service delivery to families involved with the child welfare system. The role includes completing child protective background checks and clearances, maintaining records, mailings and databases, and handling routine administrative and secretarial work. The position requires professional, helpful interactions with the public and effective collaboration with team members and other interested parties, sometimes in difficult circumstances. Work may involve significant travel within areas served by the local district office and occasional mandatory overtime. Most positions require a valid driver’s license, reliable transportation and a good driving record.

Requirements

Training, education, or experience in office and administrative support work demonstrating competency in the principles and practices of quality customer service for complex work assisting the public with applications, fees, examinations, or social services involving eligibility or compliance.
Ability to use independent decision-making to determine appropriate processes, information to process, and actions to take in accordance with standard procedures.
Strong interpersonal, organizational, and computer skills.
Ability to work effectively with team members and interact helpfully and professionally with the public, including under difficult circumstances.
Significant travel within areas served by the local district office may be required; most positions require a valid driver’s license, access to reliable transportation, and a good driving record.
Ability to work occasional mandatory overtime.

Nice To Haves

Prior experience working directly with children and families in a social service setting.
Skill using standard workplace applications such as MS Word, Excel, and Outlook.

Responsibilities

Complete Child Protective background checks and assigned child protective clearances, following established protocols.
Examine documents and information, determine facts, detect errors and irregularities, and take authorized action.
Create, use, maintain, or update computerized databases.
Maintain records and mailings, and process incoming and outgoing mail by opening, sorting, and distributing it.
Perform routine occasional secretarial duties, including completing work schedules, arranging appointments and travel or lodging, ordering supplies, and reviewing documents to respond to requests.
Work with other state agencies, the public, municipalities, and other interested parties.
Prepare monthly logs of tasks completed and participate in unit meetings to improve coordination of essential tasks.
Assist Background Check Unit members with other duties associated with daily tasks as needed.
Provide helpful and professional service to the public and work effectively with team members.

Benefits

13 paid holidays and 3+ weeks of vacation leave annually, with vacation accrual increasing with years of service.
Personal leave for overtime-exempt employees.
12 days of sick leave per year.
State payment of 85%–95% of employee-only health insurance premiums, depending on salary.
A 5% employee-only health insurance premium credit for participation, subject to program requirements.
State payment of 100% of employee-only dental insurance premiums.
State contribution equivalent to 14.06% of employee pay toward MainePERS.
Gym membership reimbursement of up to $40 per month.
Health and dependent care flexible spending accounts.
Eligibility for Public Service Student Loan Forgiveness.
Employee assistance through the Living Resources Program.
Six weeks of fully paid parental leave for employees welcoming a child, including non-birthing and adoptive parents; additional unpaid leave may be available under the Family and Medical Leave Act.
Voluntary deferred compensation through a MaineSaves 457(b) account.