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OFFICE SERVICES CLERK-Contractual

Customer Support

Recruitment #19-001376-0058

Introduction

This is a full-time contractual position with the Department of Human Services, Constituent Services Office.

GRADE

8

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 customer support for the Department of Human Services, Constituent Services Office.Constituent Services is the Department's centralized customer service operation, providing information about and access to Department programs and services. Constituent Services provides this information to customers that access the Department by a variety of methods, such as telephone, correspondence, walk-in, e-mail, community outreach and referrals from other agencies and political officials. This position also assist in the planning and coordinating the Department's outreach services on a statewide basis at community outreach activities, Conventions, Conferences, Festivals, Information Fairs, Trade Shows,and other special populations. It includes promoting and the dissemination of information to the public relating to the programs and services of Department of Human Services to educate and address issues i.e. adoption and foster care, child support and neglect, MEAP (Maryland Energy Assistance Program), food stamps and medical assistance, homelessness and other community-based services.

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.  Handles 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.  Serves as the liaison between the Department’s customers and various State, Federal and community organizations.  Handles time sensitive customer inquiries and complaints (letters, telephone calls, or walk-in visitors) that were referred by State officials and agency level personnel, Federal and Local agencies, and community based organizations. Handles inquiries from out-of-state human services agencies regarding assistance programs and eligibility requirements, request for verification of legal residency for purposes of public assistance, and inquiries concerning eligibility determination and redetermination.

MINIMUM QUALIFICATIONS

Education: Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: Two years of experience performing clerical duties.

Notes:

1. Additional experience performing clerical duties may be substituted on a year-for-year basis for the required education.

 2. Applicants may substitute education from an accredited college or university at the rate of thirty semester credit hours for one year of experience on a year-for-year basis for the required experience.

 3. Six months clerical training with three courses in subjects such as keyboarding, clerical math, word processing, spreadsheets, database, graphics presentation, proofreading, or office etiquette may be substituted for six months of the requires experience.

4. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer in Administrative classifications or in Administrative, Clerical, or Office Services specialty codes in the Clerical Support field of work on a year-for-year basis for the required experience.

SELECTION PROCESS

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. 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.   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

Contractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits 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.

Leave may be granted to a 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.

FURTHER INSTRUCTIONS

Online applications are highly recommended, however the paper application may be submitted to the Department of Human Services/HRDT, 311 W. Saratoga Street, Attn: D. Greene, Baltimore, MD 21201.  The paper application must be received  by 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.

Bilingual applicants are encouraged to apply.

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