ADMINISTRATOR I

This is a position specific recruitment for the Department of Human Services, Constituent Services Office in the Office of the Secretary.

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Department of Human Services

Office of the Secretary

Constituent Services Office

311 W. Saratoga Street

Baltimore, MD 21201

This position serves as the Outreach Services Coordinator and Senior Ombudsman working with the Manager of Outreach Services to plan, organize, implement, monitor and evaluate outreach services administered by the Department of Human Services (DHS).

Outreach Services Coordinator:  Responsible for planning, coordinating and executing the Department's outreach services on a statewide basis at community outreach activities, including conventions and conferences, festivals, information fairs, trade shows, shopping malls and other special gatherings. The positions is also responsible for promoting and disseminating information to the public relating to the programs and services of the Department of Human Services such as: Adoption, Adult Services, Child Abuse and Neglect, Child Support, Food Stamps, Foster Care, Homelessness, MEAP, Medical Assistance and other community-based services.

Senior Ombudsman: Responsible for handling complaints assists callers seeking assistance and/or requiring status updates on application process. The incumbent responds to customers that access the Department by a variety of methods, such as telephone, walk-ins, community outreach events, and/or referral from other agencies and legislatures and political officials who have questions and or concerns regarding the programs and services offered by the Department. Receives, investigates, and responds to in-state and out-of-state customer inquiries and provides top customer service experience to all callers. Assists with monitoring the Department's Customer Call Center, which includes a full service inbound call center and IVR operation. The Customer Call Center is operated by a third party vendor under a five year contract with a six month transition period if necessary. The total contract operating budget for the Customer Service Center is $18 million.

Please read the job announcement in its entirety before applying for this recruitment. Applicants must meet all minimum qualifications to be considered, and to appear on the list of people eligible for hire.

Education: A Bachelor's degree from an accredited college or university.

Experience: Four years of experience in administrative staff or professional work.

Notes:

1. Additional experience in administrative staff or professional work may be substituted on a year-for-year basis for the required education.

2. Additional graduate level education at an accredited college or university may be substituted at the rate of 30 semester credit hours on a year-for-year basis for the required experience.

3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher ranking commissioned officer on a year-for-year basis for the required education and experience.

Strong preference will be given to applicants that possess the following preferred qualification(s). Include clear and specific information on your application regarding the qualifications.

The ideal candidate will possess:

1. Supervisory and training experience.

2. Excellent customer service skills and communicate effectively with customers and staff.

3. Professional experience working with or in a Call Center.

4. Possess excellent analytical, conflict resolution and mediation skills. 

5. Strong organizational skills, is self-motivated and works independently.

Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator's license valid in the State of Maryland.

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment.  All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. 

Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the employment (eligible) list for at least one year.

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position.  It is important that you provide complete and accurate information on your application.  Please report all experience and education that is related to this position. 

For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service must be provided prior to hire.

All information concerning your qualifications must be submitted by the closing date.  We will not consider information submitted after this date.

STATE OF MARYLAND BENEFITS

Online applications are STRONGLY preferred.  If you are unable to apply online, please send your paper application and supplemental questionnaire (if applicable) to:

Department of Human Services  

Examination Services Unit

Attention: Leslie Wigfield

311 W. Saratoga Street, First Floor

Baltimore, Maryland 21201

Or fax requested information to: 410-333-0882; leslie.wigfield@maryland.gov: Voice 410-767-7316, toll-free: 1-800-332-6347.

Do not submit unsolicited documentation.

The paper application must be received by 5 PM on the closing date for the recruitment. 

TTY Users: call via Maryland Relay, 1-800-925-4434.

As an equal opportunity employer Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity.

Bilingual applicants are encouraged to apply.

We thank our Veterans for their service to our country, and encourage them to apply.