FAQs: Providers

NOTE: THIS IS A NON-REFUNDABLE SERVICE

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).

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: 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.

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.

6. 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.

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.

10. Can my employer be told more information regarding my status on the Child Abuse and Neglect registry?

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 must submit a written request to the Appeals Team. Please include your name (including any aliases/previous names), your date of birth, and your current mailing address** in the correspondence.

**The appeals team will send any correspondence via USPS mail so please ensure your correct mailing address is on your request for an appeal

In that letter you may give any information or details that you would like the reviewer to consider. You may also provide written statements from others who may know about the facts of this substantiation, although this is not necessary.

Mail your letter to:

Substantiation Reviews
ATTN: Appeals Team
Department of Health and Human Services
11 State House Station
Augusta ME 04333-0011

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.

16. Why did I receive an email with portal issues?

We are unable to process any requests that are not filled out appropriately and/or did not follow the correct process. If one of these issues is present- you will receive an email outlining the issue. If you need a new form, we will include the appropriate form that needs to be filled out.

Form not legible (unable to read form)
Form not loading (form was not uploaded appropriately and we can’t view to process)
Invalid Signature date (date is a future date or outside of time parameters- for example above 60 days of signature date is considered expired)
No DOB (missing demographics which is necessary to process)
No printed name (missing demographics which is necessary to process)
No signature date (this needs to be the date when an individual signed the form)
Form not formatted properly - new form attached (Incorrect or old form)
Not individuals Form (does not match the individual requested in the portal)
Not signed (this is a requirement necessary to process)
Not subjects email (correct email address is necessary so individual can authorize the check)
Old Authorization form - new form attached (Incorrect or old form)
Old Signature date (unable to process with expired date- requires updated signature and valid date)
Signature not valid (typed signatures are examples of invalid signatures)
Wrong Authorization Form - new form attached (Incorrect or old form)
Need tracking document for e-signature (this is required for DocuSign or any electronic signature program)
Individual needs to authorize link previously sent via email (the individual was initially e-mailed a link to electronically authorize the check- if this is still pending, they have not completed this step yet)

**Any questions, please e-mail us at DHHS.CPSClearance@maine.gov

Questions about this Service? Contact DHHS at: (207) 624-7965 or email: dhhs.cpsclearance@maine.gov

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Child Abuse Registry Background Check Request

FAQs: Providers

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