Case Aide – Child Welfare

Department of Health and Human Services | Augusta, ME, United States

Posted Date 9/22/2023

Customer Representative Associate II – Human Services

Opening Date: September 19, 2023

Closing Date: October 2, 2023

Job Class Code: 6594
Grade: 13 (Administrative Svcs)
Salary: $15.85 – $21.93/hr.

Position Number: 02000-2710

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:
• Supervising visits between children who have removed from their home with their parents and other supervised visitations and other appointments.
• Supervision of children/youth in hospital and hotel settings.
• Making referrals for services for children, parents and family members.
• Entering documentation into Katahdin
• Maintaining legal records and serving court paperwork.

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 will 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:
• Transportation of children or other clients and supervision of visits in order to ensure the safety and well-being of the child.
• Documentation of family visits and other direct contact in Katahdin
• Preparation of materials for prospective foster/adoptive parent informational meetings.
• Entering court hearings and other legal information into Katahdin
• Organizing closed adoption records assuring that key documents are present and filed.
• Preparing redacted files for client review and supervising client’s review of files.
• Billing and authorizations
• Delivering and picking up medical records at PREP (Pediatric Rapid Evaluation Program).
• Providing referral information for and monitoring client services for transportation company assignments and coordination.
• Preparing monthly logs of tasks completed and participating in unit meetings to enhance coordination of essential tasks.

Minimum Qualifications:

To qualify, your background must include 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 services setting.

2. Skilled in the use of standard work-place applications (MS Word, EXCEL, Outlook, etc.).

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, operates two state psychiatric hospitals, and provides oversight to health care providers.

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. We have 1 vacancy in our Augusta office.

Application Information:

Please submit all documents or files in PDF format.

For additional information about this position please contact Ryan Smith, Assistant Program Administrator at (207) 624-5262. To apply, please upload a recent resume (if available) and cover letter addressing each of the two competency areas identified in the above section. To request a paper application, please contact Ashley Smith at


No matter where you work across Maine state government, you find employees who embody our state motto—"Dirigo" or "I lead"—as they provide essential services to Mainers every day. We believe in supporting our workforce's health and wellbeing with a valuable total compensation package, including:

  • Work-Life Balance – Rest is essential. Take time for yourself using 13 paid holidays, 12 days of sick leave, and 3+ weeks of vacation leave annually. Vacation leave accrual increases with years of service, and overtime-exempt employees receive personal leave.
  • Health Insurance Coverage – The State of Maine pays 85%-100% of employee-only premiums ($10,150.80-$11,942.16 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 ($350.40 annual value).
  • Retirement Plan – The State of Maine contributes 13.16% of pay to 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 fathers and adoptive parents—receive four 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.
  • Learn about additional wellness benefits for State employees from the Office of Employee Health and Wellness.

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.

Thinking about applying?

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 lived experience and passion set you apart.

Salary10,150.80 - 11,942.16 Annual
Job Type
Healthcare | Government

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