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Recruitment #19-002586-0114








Main Purpose of Job

This position serves as an Ombudsman in the Constituent Services Office within the Department of Human Services (DHS). The Constituent Services Office 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.


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 prepares 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 DHS. Explains the eligibility requirements, regarding cash assistance, food stamps, medical assistance and energy assistance to DHS customers; provides follow-up with customer (within 24 hours) of resolution to confirm that customer received services sought.


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

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


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.


Applicants must meet the selective qualification(s) to be considered. Include clear and specific information on your application regarding your qualifications.

One year of the above general experience must have been in a public relations, journalism or communications role dealing with enquiries from the public or related organizations and drafting correspondences to address sensitive and confidential response.


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

One year of experience providing bilingual services in English and Spanish to customers.

One year of experience translating departmental pamphlets, brochures and literatures into Spanish.

One year experience handling elevated customer complaints, especially those directed to a Department through high level government, political and community officials.

One year experience with these systems: Office of Home Energy Program System (OHEP)data base tracking application System, Electronic Case Management System (ECMS), Client Automated Resource and Eligibility System (CARES), Maryland Medicaid Information System (MMIS) and Child Support Enforcement System (CSES).

Possess excellent analytical, conflict resolution and mediation skills.

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

Strong writing skills.

Ability to exercise judgment and discretion in applying and interpreting departmental policies, laws, rules, regulations and procedures.

Ability to maintain confidentiality of sensitive information.


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.  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.


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.


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 Resources, 311 W. Saratoga Street, Attn: D. Santos, Room 141, Baltimore, MD 21201.  The paper application must be received 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.