Senior Consumer Assistance Specialist

Department of Professional & Financial Regulation (and Boards)

Job Class Code: 0375
Grade: 22 (Professional/Technical)
Salary: $43,201 - $57,969
Location: Gardiner, ME

Opening Date: June 20, 2023

Closing Date:  July 7, 2023

Looking for an exciting career opportunity where you can utilize your public relations skills and fact-finding skills while assisting individuals with licensing eligibility and consumer complaint resolutions? Look no further than the Office of Professional and Occupational Regulation (OPOR). 

We are currently seeking a motivated and experienced individual to join our team as Senior Consumer Assistance Specialist. In this role, you will be responsible for analyzing applicant qualifications and discipline for licensure qualification and managing complaints against licensees, which includes analyzing data to make recommendations for dispute resolution. You'll assist with board meetings and complaint committee meetings for the Barbering and Cosmetology Program and the Boards of Veterinary Medicine, Chiropractors, Physical Therapists, Complementary Health Care Providers, and Pharmacy.  If you're looking for an opportunity to apply your advanced computer skills, manage a large workload effectively and efficiently, and work in a team environment as well as independently, then we want to hear from you!

Minimum qualifications:

A six(6) year combination of education and/or experience of an investigative or public relations nature involving consumer complaints or assistance including analyzing data and making recommendations for dispute resolution.

Primary responsibilities:  

• Case management related to complaints against licensees.
• Develop and prepare various documents related to the complaint process and licensing.
• Maintain effective work and public relationships and adapt to quick changes in the work environment.
• Review, analyze, approve, and disapprove complex (individuals and entities) licensing applications, and conduct criminal background checks and licensing discipline imposed by other licensing jurisdictions.
• Licensure denials include preparation of legal consent agreement documents and negotiations on discipline imposed between parties in cooperation with working with an assigned Assistant Attorney General.
• Organize and conducts compliance audits of professional continued education.
• Research, compile, and analyzes data related to health information and licensing trends.   
• Interpret and make decisions based on knowledge of laws and regulations.
• Assist the Regulatory Board Manager and Comprehensive Health Planner II in a variety of tasks, which may include scheduling and preparing board-specific meetings, hearings, workshops, conferences, educational programs, training and travel requests.

Skills or knowledge:

• Knowledge, comprehension, and ability to independently analyze and interpret complex information and reach logical conclusions and ability to communicate information confidently, effectively, and accurately.
• Knowledge of advanced computer applications skills particularly with Microsoft word processing and ability to learn ALMSUI for licensing, inspections and complaint case management and manage website maintenance.
• Ability to learn and use Excel develop and use spreadsheets for data trends and flow charts, and use electronic file management.
• Knowledge and ability to learn and apply a variety of applicable laws, rules, and regulations.
• Ability to plan, research, evaluate and apply quality assurance principles and methods.
• Ability to manage a large workload effectively and efficiently and to expedite work efficiently and effectively using applicable quality and accuracy measures.
• Excellent oral and written communication skills, including the ability to communicate with difficult clients, present qualifying data, complex licensing, disciplinary and criminal history analysis, and compose and present clear, concise, and accurate communications and reports.
• Ability to work in a team environment and to establish and maintain effective communications and working relationships, be adaptable and able to problem solve.

Contact information:

Questions about this position should be directed to Geraldine L. Betts at Geraldine.L.Betts@maine.gov or 207-624-8625

Application Instructions:

Interested applicants need to apply online by selecting the "Apply for this opening" button along with uploading a cover letter, current resume, and copies of any transcripts or certifications you wish to have considered while evaluating your application.  In order for us to properly determine if you meet the minimum qualifications for any posting, you must be sure your resume includes month and year for any experience listed along with the duties and responsibilities associated with each particular time period.  Any experience that was not full-time employment should be identified as such. 

If you require a paper application, please download and print one here https://www.maine.gov/bhr/state-jobs/application-process or contact our office at 207-623-6700.  Paper applications for this posting should be submitted along with cover letter and resume before the closing date to Security & Employment Service Center, 45 Commerce Drive, Augusta, ME  04330 or faxed to 207-287-2018.  Be sure title of the job you are applying for is included.  Applications cannot be accepted after the posting closing date.  

Benefits of working for the State of Maine:

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.

Salary : $43,201 - $57,969