Consumer Information Representative


Recruitment #230831-2035AR-001


Are you looking for a new opportunity to showcase your technical experience and skills? 

Do you want to advance your career?

If so, we have an exciting opportunity for you!

The State of Connecticut Office of the Healthcare Advocate (OHA) is now accepting applications for a Consumer Information Representative in Hartford.


  • Monday - Friday
  • Full-time (40 hours per week)
  • Hybrid work environment
  • First shift
  • Location: 153 Market Street in Hartford, CT



The selected candidate for this position will provide customer service support for consumers and provide other related support as directed. All OHA cases involve residents of CT seeking to access healthcare. OHA's annual reports consistently show consumer savings of several times OHA's budget.

This position will participate in:

  • Telephonic and virtual client intake and data input
  • Client education
  • Managing cases, including data requests and other correspondence to health care providers and insurance carriers


The mission of the Office of the Healthcare Advocate (OHA) is to assist consumers with healthcare issues through the establishment of effective outreach programs and the development of communications related to consumer rights and responsibilities as members of healthcare plans. OHA focuses on assisting consumers in making informed decisions when selecting a health plan; assisting consumers to resolve problems with their health insurance plans and tracking trends of issues/problems, which may require administrative or legislative intervention, or advocacy with industry, the public, or other stakeholders.

                                                                                  Watch the video below to see what it's like to be a State of Connecticut employee!


Selection Plan

  • In order to be considered for this job opening, you must meet the Minimum Qualifications as listed on this job opening. You must specify your qualifications on your application.
  • The minimum experience and training requirements must be met by the close date on the job opening, unless otherwise specified.
  • Ensure that your application is complete and detailed before submitting it. In order to comply with Public Act 21-69, the State of Connecticut is no longer asking for resumes during the initial application process. You will not be able to make revisions once your application is submitted into the JobAps system.
  • In order to receive educational credits toward qualification for this job posting, the institution must be accredited. If the institution of higher learning is located outside of the U.S., you are responsible for providing documentation from a recognized USA accrediting service which specializes in determining foreign education equivalencies to the recruiter listed on this job posting.
  • Please select all location(s) and shift(s) you are willing to work on your application. Failure to do so may result in not being considered for vacancies in that specific location or shift.
  • All application materials must be received by the recruiting agency by the time specified on the job opening for the position for which you are applying. Late applications may not be submitted and will not be considered. Exceptions are rare and limited to documented events that incapacitate a candidate during the entire duration of the job posting time period. It is the candidate’s obligation and responsibility to request an exception and provide a legally recognized justification to accommodate such exception. Requests should be made to
  • This posting may require completion of additional referral questions (RQs). You can access these RQs via an email that will be sent to you after the posting's closing date or by visiting your JobAps Personal Status Board (Certification Questionnaires section). Your responses to these RQs must be submitted by the questionnaire's expiration date. Please regularly check your email and JobAps Personal Status Board for notifications. Please check your SPAM and/or Junk folders on a daily basis in the event an email provider places auto-notification emails in a user's spam.
  • Although applicants will receive correspondence via email, as a backup they are also encouraged to sign on to their Personal Status Board on a daily basis to monitor their status, view all emailed notices and complete tasks required in the recruitment process.
  • Note: At any point during the recruitment process, applicants may be required to submit additional documentation which support their qualification(s) for this position. These documents may include: a cover letter, resume, performance reviews, attendance records, supervisory references, licensure, etc., at the discretion of the hiring agency.
  • Interviews will be limited to candidates whose experience and training most closely meet the requirements of the position.
  • The immediate vacancy is listed above, however, applications to this recruitment may be used for future vacancies in this job class.
Due to the large volume of applications received, we are unable to provide confirmation of receipt or status during the recruitment process.  Updates will be available through your JobAps portal account. Should you have any questions pertaining to this recruitment, please contact Brittney Woodley at


In a state agency this class is accountable for independently performing a full range of tasks in investigating, negotiating, mediating or researching consumer complaints or responding to consumer requests for technical assistance.


  • Receives consumer complaints and/or inquiries by phone, in writing and in person;
  • Independently investigates complaints or conducts research in response to inquiry, determines proper course of action or referral;
  • Provides technical assistance and responds to technical consumer inquiries;
  • Contacts individuals and companies by phone or in writing to notify them of complaint and request information relating to consumer's/claimant's problem;
  • Reviews applicable statutes, regulations and previous decisions of agency to determine whether violations may have occurred or to determine appropriate action to be taken;
  • Provides consumer with all pertinent information and advises consumer about available courses of action or informs utility company, landlord or business of corrective action to be taken;
  • Keeps records and writes reports;
  • May negotiate or mediate between parties;
  • May prepare reports for and participate in hearings;
  • May draft cease and desist orders;
  • Performs related duties as required.


  • Knowledge of functions of regulatory agencies and other sources of consumer assistance;
  • Skills
    • interpersonal skills;
    • oral and written communication skills;
    • conducting investigations or research skills;
  • Ability to
    • make appropriate referrals;
    • gather information from consumers and assistance resources;
    • interpret and apply laws and regulations relating to consumer complaints or technical inquiries;
    • utilize computer software.


Five (5) years of experience in technical public contact capacity in a governmental regulatory agency or a large business organization.


  • College training may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one-half (1/2) year of experience to a maximum of four (4) years for a Bachelor's degree.
  • A Master's degree in a closely related field may be substituted for one (1) additional year of the General Experience.
  • Successful completion of a Connecticut Careers Trainee program approved by the Department of Administrative Services may be substituted for the General Experience.


  • Experience providing customer service to the public and corresponding by phone, in writing, or in person
  • Experience meeting deadlines
  • Experience with assisting customers with problem-solving
  • Experience researching information and making appropriate referrals
  • Experience utilizing computer software programs


The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.


As defined by Sec. 5-196 of the Connecticut General Statutes, a job class is a position or group of positions that share general characteristics and are categorized under a single title for administrative purposes.  As such, a job class is not meant to be all-inclusive of every task and/or responsibility.