Family Independence Program Manager -DSER Customer Service Training Team
Family Independence Program Manager -DSER Customer Service Training Team
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Job Description
Department ofHealth and Human Services (DHHS)
Opening Date: April 16 2025
Closing Date: April 30 2025
Job Class Code: 5060
Grade: 28 Supervisory
Salary:$ 63689.60 $ 90438.40 per year
Position Number:0
Location: Augusta
Only employees with promotional status in the Department of Health and Human Services may apply.
This is a fulltime position located in Augusta and offers up to 1 day per week of teleworking after initial training with management approval based on the operational needs of the Program.
Core Responsibilities:
DHHS Office for Family Independence Division of Support Enforcement & Recovery is looking for a Program Manager to oversee the Customer Service & Training Team (CS&TT). This position will supervise the case review unit and staff training team throughout the State. This position reports to the Deputy Director and will be responsible for ensuring CS&TT is operated in an efficient and effective manner. This includes but is not limited to hiring meeting staff training requirements developing implementing and monitoring measures of success conducting administrative duties related to supervising State employees and integration with DSER program goals.
Tasks include but are not limited to the following:
Direct supervision of the Case Review Unit responsible for all Custodial Parent inquiries.
Monitoring and coordinating responses to all inquiries received through internal and external sources.
Management of all aspects of new employees court advanced refresher & remedial training statewide.
Maintaining and updating Intranet instructional memorandums and other electronic tools actively used by DSER Staff.
Developing and coordinating Community Outreach Projects to enhance knowledge and improve service delivery and relationships with community partners and the general public.
Assisting with state and federal program audits as well as the annual program selfassessment functions.
Representing the Division of Support Enforcement at various committees and meetings and discussing and explaining DSER programs and services to provide the Departments position and to exchange information.
Conferring and coordinating with other state and federal officials community resources and the public to develop and foster working relations that aid in the successful management of DSER in Maine.
In conjunction with Senior DSER Management Team; Develop DSER rules and procedures and to make recommendations as a DSER subject matter expert.
Minimum Qualifications:
An eight 8 year combination of progressively responsible education training and/or experience which involves at least four 4 years of supervisory and/or project or organizational management in law business nonprofit or the public sector.
The ideal candidate will have excellent oral and written communication skills a positive attitude a desire to help people and a desire and proven ability to work in a team atmosphere. The following knowledge is highly preferred:
Applicable federal State of Maine and Department of Health and Human Services program policies procedures and operations; Division of Support Enforcement & Recovery policies and procedures; Community resources; Laws rules and regulations governing the DSER and Principles and techniques of administrative and staff management and the ability to apply such in organizational planning monitoring and evaluation.
The background of wellqualified candidates will demonstrate the following competencies:
1. Leadership and the ability to manage employees to work in an efficient and effective manner producing results.
2. Exceptional communication skills including the ability to work with various segments of the population and team members with various attributes.
3. The ability and experience to thrive in an organization going through significant change and constant evolution.
4. The ability to work independently and accomplish goals.
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 States 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 for Family Independence (OFI) is responsible for administration of a number of programs and services including MaineCare Temporary Assistance for Needy Families (TANF) Supplemental Nutrition Assistance Program (SNAP) Child Support and Disability Determinations.
Application Information:
To apply please upload a recent resume and a cover letter.
Please submit all documents or files in PDF format.
For additional information about this position please contact Marcus Hatch ator by email at
To request a paper application please contact
Benefits of working for the State of Maine:
No matter where you work across Maine state government you find employees who embody our state mottoDirigo or I leadas they provide essential services to Mainers every day. We believe in supporting our workforces health and wellbeing with a valuable total compensation package including:
- WorkLife Fit 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 overtimeexempt employees receive personal leave.
- Health Insurance Coverage The State of Maine pays 8595 of employeeonly premiums $11196.96 $12514.32 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.
- Dental Insurance The State of Maine pays 100 of employeeonly dental premiums $387.92 annual value).
- Retirement Plan The State contributes the equivalent of 13.29 of the employees pay towards the Maine Public Employees Retirement System (MainePERS).
Parental leave is one of the most important benefits for any working parent. All employees who are welcoming a childincluding fathers and adoptive parentsreceive six weeks of fully paid parental leave. Additional unpaid leave may also be available under the Family and Medical Leave Act.
State employees are eligible for anextensive and highly competitive benefits package covering many aspects of wellness. Learn about additional wellness benefits for State employees from the Office of Employee Health and Wellness.
Note: Benefits may vary somewhat according to specific collective bargaining agreements and are prorated foranything less than fulltime.
Theres a job and then theres 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 youre looking for a great next step and want to feel good about what you do wed love to hear from you. Please note reasonable accommodations are provided to qualified individuals with disabilities upon request.
Required Experience:
Manager
Employment Type
Full-Time
