Customer Rep Associate II-HS

Houlton, Maine, United States Full-time

Opening Date: August 9, 2019

Closing Date:  August 23, 2019

Job Class Code: 6594
Grade: 13
Salary: $13.78 - $19.30/hourly
Position Number:3691


Agency information:
The Department of Health and Human Services (DHHS) provides supportive, preventive, protective, public health and intervention services that safeguard the public health and assist our customers in meeting their needs. The Office for Family Independence (OFI) is responsible for the administration of eligibility determination for a number of programs, including MaineCare, Temporary Assistance for Needy Families (TANF), Food Supplement and Child Support. Services through the ASPIRE Program are provided to TANF recipients by a statewide contractor. DHHS must monitor these contractor services and provide local access to program and OFI process experts statewide. The Office for Family Independence has limited-period vacancies in the following offices: Sanford, Lewiston, Augusta, Skowhegan, Rockland, Ellsworth, Houlton and Fort Kent.

Job duties:

 As a Customer Representative Associate II-HS you will serve in a supportive capacity to the Eligibility Specialists and provide quality customer service to Maine’s citizens regarding the eligibility application process. The purpose of these positions is to answer calls from clients and provide basic information about their cases as well as information about services available to the client. The duties of these positions include:

• Complying with the requirements of State policies, including those concerning human resource components of security protocols of agency information security and confidentiality policies for state business purposes.
• Assisting Eligibility Specialists’ with walk in clients.
• Answering client questions and providing eligibility information.
• Assisting clients with reporting, eligibility, and compliance requirements.
• Coordinating approved client services.
• Coding, computing, verifying, posting, reconciling, and/or updating standard documents.
• Updating case records and complete documentation requirements.
• Informing supervisor of emergency trends in service needs.
• Providing clients with information about how to apply for benefits.
• Confirm receipt of documents from clients.
• Replace various cards clients use to access benefits.
• Providing information about resources to clients.


 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 principals 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.

**Please submit a cover letter rating your skills as “Expert,” “Skilled,” or “Novice” for the following:
• Outlook or comparable email applications;
• Excel or comparable spreadsheet applications;
• MS Word or comparable word processing applications;
• Telephone skills;
• Customer service skills.


For additional information about these positions, please contact Lee Freeman at
(207) 624-4191.

To apply, please upload a recent resume, cover letter addressing your competencies as listed above, and transcript (transcript needed only if education is used to meet the minimum qualifications). **Failure to address the required skills will disqualify your application. To request a paper application, please contact Ashley Vigue at

Value of State’s share of Employee’s Retirement: 14.47% of pay   
Value of State-paid Dental Insurance:  $14.31 biweekly

Value of State-paid Health Insurance*:

Level 1:  100% State Contribution = $461.75 biweekly (employee pays nothing)
Level 2:  95% State Contribution = $438.66 biweekly (Employee pays: 5%)
Level 3:  90% State Contribution = $415.58 biweekly (Employee pays: 10%)
Level 4:  85% State Contribution = $392.49 biweekly (Employee pays: 15%)
*The level of actual value of state paid Health Insurance will be based on employee’s wage rate and status with regard to the health credit premium program as of July 1, 2019.


The Department of Health and Human Services is an Equal Opportunity/Affirmative Action employer.  We provide reasonable accommodations to qualified individuals with disabilities upon request.