FAQs: Providers

NOTE: THIS IS A NON-REFUNDABLE SERVICE

  1. Where can I find the form to authorize this check?
  2. I already have in inforME account I use for other services. Do I need to set up a new account, or can I use my existing account?
  3. Do I need an inforME account in order to use this service?
  4. Can I run a check on myself and have results returned to my email?
  5. Who do I call if I am experiencing technical issues (i.e. form not uploading, error messages, etc.)?
  6. How does the email authorization work?
  7. If I am using the email authorization option, do I also need to get a signed form from the individual?
  8. Can I use a program such as DocuSign or HelloSign to sign the form?
  9. How long will it take me to get results?
  10. How long will I have to access the results via the link sent to me?
  11. I sent in a second request for the same individual. Can I get a refund for the first request?
  12. Will the subject(s) alias(es) show up on the results letter?

1: Where can I find the form to authorize this check?

It is located on the right side of the screen on the homepage of the portal under Service Information, titled Authorization Form for Child Abuse Registry Background Check (DOC).

2. I already have an InforME account I use for other services. Do I need to set up a new account, or can I use my existing account?

You can use your existing account. If you are having trouble logging in, please call 207-621-2600 or email customerservice@informe.org.

3: Do I need an InforME account in order to use this service?

No, if you do not have an InforME account, you can use a credit card to pay for your background check(s).

4: Can I run a check on myself and have results returned to my email?

This depends on the purpose of your request. If you currently are or will be engaged in child-related activities or employment or activities or employment related to adults with ID, autism, and related conditions making them vulnerable, the check will be permitted. You must note the purpose of the check, as well as the name of the agency/employer you are/will be working with (if applicable) in the comments section, or your request will NOT be processed.

5. Who do I call if I am experiencing technical issues (i.e. form not uploading, error messages, etc.)?

Please call InforME customer service at 207-621-2600 or email customerservice@informe.org.

6. How does the email authorization work?

When using the email authorization option, you will need the subject(s) email. The subject will need to click a link that will be sent to their email to authorize. If the subject does not authorize the check within 60 days, the request will be closed and you will get an email notifying you of this. The link will be sent to the individual multiple times within this time frame if it has not been authorized.

7. If I am using the email authorization option, do I also need to get a signed form from the individual?

No, you only need one form of authorization. Please note that you should inform the individual if you will be using their email for authorization, so they know to expect the email and can authorize it in a timely manner.

8. Can I use a program such as DocuSign or HelloSign to sign the form?

Yes, as long as you provide the tracking document that shows the individual received and signed the document. We cannot accept forms where the individual typed their name for a signature. The signature must be verified or hand-signed.

9. How long will it take me to get results?

Please allow up to 5 business days to receive your results. If you have not received results after 5 business days, use your confirmation number to check the status of your request. If it shows as “Holding,” the individual has been held for further review. If it shows as “Pending Review One,” there may be an issue with the request, or if email authorization was used, we may be waiting for the individual to authorize the request. Please check the email you used to request as we may have tried to contact you regarding the request. If you have any further questions regarding the status of your request, you may contact the Background Check Unit at 207-624-7965 or email us at DHHS.CPSClearance@maine.gov.

10. How long will I have to access the results via the link sent to me?

It is recommended you save the results as soon as possible, as we are not responsible for keeping record of the results once sent out. From the date the email was sent, you will have 30 days before the link expires. At that point, you will no longer be able to access the results. If you request that we send the results out to you again within that 30-day period, that new link will remain accessible for an additional 30 days. In the situation where your link(s) have expired because the 30 days has passed, you will need to put another request into the portal.

11. I sent in a second request for the same individual. Can I get a refund for the first request?

No, you will be charged twice, we do not process refunds. If you make a mistake in an entry, contact the BCU at 207-624-7965 to inquire whether you will need to submit a new request.

12. Will the subject(s) alias(es) show up on the results letter?

Yes, but you must enter the alias(es) into the corresponding fields when requesting the check, or they will not show up on the results letter. If you do not put them into the corresponding fields, the Department is NOT responsible for any substantiations under that/those alias(es).

Questions about this Service? Contact DHHS at: (207) 624-7900 or email: maine@maine.gov