FAQs: Providers
NOTE: THIS IS A NON-REFUNDABLE SERVICE
- Where can I find the form to authorize this check?
- 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?
- Do I need an InforME account in order to use this service?
- Who do I call if I am experiencing technical issues (i.e. form not uploading, error messages, etc.)?
- How does the email authorization work?
- If I am using the email authorization option, do I also need to get a signed form from the individual?
- Can I use a program such as DocuSign or HelloSign to sign the form?
- How long will it take me to get results?
- I sent in a second request for the same individual. Can I get a refund for the first request?
- Can my employer be told more information regarding my status on the Child Abuse and Neglect registry?
- Will the subject(s) alias(es) show up on the results letter?
- What can I do if I’m substantiated?
- Why might my background check still be in pending review one or holding?
- Why did I not receive the completed results though the status shows as complete?
- How long is a signed authorization form good for?
1: Where can I find the form to authorize this check?
The release form 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).
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).
Please call InforME customer service at 207-621-2600 or email customerservice@informe.org.
5. 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 30 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.
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.
7. 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.
8. 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.
Please download or save these results within 30 days because the link will expire, and you will need to submit a new request and pay the $15.00 fee. The Background Check Unit is not responsible for keeping record of these results.
9. 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 don’t 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.
No, by statute we are limited to providing information regarding whether or not the individual has been substantiated for child abuse and/or neglect. The Office of Child and Family Services is not permitted to share specific details of that finding.
11. 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).
12. What can I do if I’m substantiated?
You can submit a request for an appeal via e-mail to: CPSAppeals.DHHS@maine.gov. If you don’t wish to e-mail, a written request can be mailed to or dropped off at our office: Appeals Unit, 2 Anthony Ave, Augusta, Maine 04330. Please include your name (including any aliases you have had), your date of birth, and your current mailing address in the correspondence. This will help our staff to be sure to access the correct record(s) when conducting a review and be able to provide results of the review in writing to the appropriate mailing address.
13. Why might my background check still be in pending review one or holding?
If you see that your background check is in pending review one, it could be for several reasons. We send emails out directly to the requestor that will indicate the problem. Keep a look out for our email: DHHS.CPSClearnce@maine.gov. If your request shows a status of holding, there are various reasons for this and due to confidentiality, we are unable to tell you any specifics. When the request is taken out of holding, we will send you the completed results. You may have the subject contact us by phone at 207-624-7965 for more information.
14. Why did I not receive the completed results though the status shows as complete?
First, please be sure to check your spam folder for a no reply email. If you can’t find it, please reach out to us at (207) 624-7965. Please download or save these results within 30 days because the link will expire, and you will need to submit a new request and pay the $15.00 fee. The Background Check Unit is not responsible for keeping record of these results.
15. How long is a signed authorization form good for?
The signature date on the form must be within 60 days from the date we open the form. If we open a form and it is out of date, we cannot accept it.
Questions about this Service? Contact DHHS at: (207) 624-7965 or email: dhhs.cpsclearance@maine.gov
