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ADMINISTRATIVE OFFICER II- Contractual

Ombudsman

Recruitment #18-003235-0046

Introduction

This is a recruitment for two (2) full-time contractual positions with the Maryland Department of Human Services, Constituent Services Office.

GRADE

14

LOCATION OF POSITION

Department of Human Services

Constituent Services Office

311 W. Saratoga Street

Baltimore MD 21201

Main Purpose of Job

This position serves as an Ombudsman in the Constituent Services Office. Constituent Services is the entry point for many citizens requiring services from the human services environment. The Office also handles complaints and concerns from elected officials both city and state, and provides hands on resolutions to complex customer service cases referred from the Governor's Office, the Secretary's Office and many local state agencies. Also responsible for providing and monitoring confidential case data on complaints that support program improvement needs. The caseload of the ombudsman is very heavy, high level and time sensitive. Information is provided to customers that access the Department by a variety of methods such as telephone, walk-in, e-mail and referrals from other agencies and political officials.

POSITION DUTIES

Intervenes on behalf of persons whose attempt to secure a service has been unsuccessful when it appears that the individuals are eligible for the service being sought.  This involves client complaints (such as misapplied policy, appeal rights, complaints against workers) that need to be resolved through direct contact with the local department of social services managers and/or supervisors, as well as other state and community-based organizations.  Inquiries are received from the Governor’s Office, Legislature, city and federal agencies, and community based organizations.  Responds to and prepare letters and other written correspondences (within 3-4 days) for the signature of the Governor, Secretary, Director of Constituent Services and other departmental staff to Maryland citizens who have lodged complaints, expressed concerns, or who want to seek solutions to problems related to the delivery of services by the Department of Human Services.  Explains the eligibility requirements, regarding cash assistance, food stamps, medical assistance, energy assistance, and housing to DHS customers. Provides follow-up with customer (within 24 hours) of resolution to confirm that customer received services sought.

MINIMUM QUALIFICATIONS

Education: Possession of a Bachelor's degree from an accredited four-year college or university.

Experience: Two years experience in administrative or professional work.

Notes:

1. Candidates may substitute additional experience in administrative staff or professional work on a year-for-year basis for the required education.

2. Candidates may substitute additional graduate level education at an accredited college or university at the rate of 30 semester credit hours for each year of the required experience.

3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work that included regular use of independent judgment and analysis in applying and interpreting complex administrative plans, policies, rules or regulations or analysis of operational programs or procedures with recommendations for improvement on a year-for-year basis for the required education and experience.

DESIRED OR PREFERRED QUALIFICATIONS

The ideal candidate will possess the following:

Bilingual in either Spanish or Chinese.

Excellent Customer Service and strong writing skills.

Strong skills explaining information and providing assistance to customers.

Ability to communicate effectively with all levels of officials both inside and outside the agency.

Experience reviewing purchase requisitions and obtaining quotes for goods and services.

Experience with State and Federal public assistance programs.

LICENSES, REGISTRATIONS AND CERTIFICATIONS

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.

SELECTION PROCESS

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment.  It is important that you report all related education and experience that is relevant to this recruitment qualifications. All information concerning your qualifications, including a copy of your diploma or transcripts must be provided if selected for an interview.  We will not consider information submitted after this date.  

Successful candidates will be placed on the employment (eligible) list. The resulting list may be used for future vacancies with this agency or other state agencies.

BENEFITS

Leave may be granted to a temporary/contractual employee who has worked 120 days in a 12 month period. This leave accrues at a rate of one hour for every 30 hours worked, not to exceed 40 hours per calendar year. 

Contractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program (the Program), have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents.  As a contractual employee, you will be responsible for paying 25% of the premiums for your medical and prescription coverage, including any eligible dependents you have enrolled. The State of Maryland will subsidize the remaining 75% of the cost for these benefits. You can also elect to enroll in dental coverage, accidental death and dismemberment insurance, and life insurance, but will be responsible to pay the full premium for these benefits.

FURTHER INSTRUCTIONS

Applicants who meet the minimum qualifications will be evaluated.  If selected for an interview, you will be required to provide an official transcript.  For all foreign education obtained outside the U. S. you will be required to provide proof of the equivalent American education as determined by a foreign credential evaluation service if selected for an interview.  

Online applications are highly recommended, however the paper application may be submitted to the Department of Human Services, 311 W. Saratoga Street, Attn: D. Greene, Baltimore, MD 21201.  The paper application must be received  by 5:00 p.m. on the closing date for this recruitment, no postmarks will be accepted.  Information received after the closing date will not be considered.  Application inquiries may be directed to 410-767-7414.      

TTY  Users: call via Maryland Relay We thank our Veterans for their service to our country, and encourage them to apply. As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity.