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ADMINISTRATIVE OFFICER II

COMPLAINT MANAGER

Recruitment #21-003235-0050

GRADE

14

LOCATION OF POSITION

MARYLAND BOARD OF NURSING
4140 PATTERSON AVENUE
BALTIMORE, MD  21215

POSITION DUTIES

The main purpose of this position is to serve in the department’s effort to fulfill the Board’s mission of protecting the public. The Complaints Manager uses independent judgment and analysis in interpreting and applying complex policies and procedures to ensure the efficient and effective processing of complaints; provide oversight and support to the Enforcement Division. Plans and implements processes to aid in resolving cases in collaboration with Board Committee Members, Board staff, Board Counsel and Assistant Attorneys General. The position will supervise administrative personnel, oversee flow of department process and manage complaint coordination to ensure best outcomes in the interest of public safety.

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 desired candidate should possess:
  • Experience identifying problem areas and recommending appropriate solutions based on logical consideration of alternatives 
  • Experience exercising independent judgment and discretion regarding assigned tasks 
  • Preparing accurate workflow charts, organization charts, and other analytical aids 
  • An understanding of legal terminology and documentation 
  • Exceptional customer service and communication skills 
  • Knowledge of the basic uses and capabilities of computers, information technology and data security
  • Proficiency in Word, Excel and Google Suites 
  • Ability to adapt and apply the concepts and techniques of administrative analysis to the needs of specific projects 
  • Ability to communicate effectively with co-workers, staff of other agencies and the public 
  • Ability to maintain confidentiality of sensitive information 
  •  Ability to establish and maintain effective relationships with co-workers and the public 
  •  Ability to plan, organize and multitask

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

Applicants who meet the minimum (and selective) qualifications will be included in further evaluation. The evaluation may be a rating of your application based on your education, training and experience as they relate to the requirements of the position. Therefore, it is essential that you provide complete and accurate information on your application. Please report all related education, experience, dates and hours of work. Clearly indicate your college degree and major on your application, if applicable. For education obtained outside the U.S., any job offer will be contingent on the candidate providing an evaluation for equivalency by a foreign credential evaluation service prior to starting employment (and may be requested prior to interview). 

Complete applications must be submitted by the closing date. Information submitted after this date will not be added. 

Incorrect application forms will not be accepted. Resumes will not be accepted in lieu of a completed application.

Candidates may remain on the certified eligible list for a period of at least one year. The resulting certified eligible list for this recruitment may be used for similar positions in this or other State agencies.

BENEFITS

FURTHER INSTRUCTIONS

Online applications are highly recommended. However, if you are unable to apply online, the paper application (and supplemental questionnaire) may be submitted to MDH, Recruitment and Selection Division, 201 W. Preston St., Room 114-B, Baltimore, MD 21201. Paper application materials must be received by 5 pm, close of business, on the closing date for the recruitment, no postmarks will be accepted.

If additional information is required, the preferred method is to upload.  If you are unable to upload, please fax the requested information to 410-333-5689. Only additional materials that are required will be accepted for this recruitment. All additional information must be received by the closing date and time.

For questions regarding this recruitment, please contact the MDH Recruitment and Selection Division at 410-767-1251.

If you are having difficulty with your user account or have general questions about the online application system, please contact the MD Department of Budget and Management, Recruitment and Examination Division at 410-767-4850 or Application.Help@maryland.gov

Appropriate accommodations for individuals with disabilities are available upon request by calling: 410-767-1251 or MD TTY Relay Service 1-800-735-2258.

We thank our Veterans for their service to our country.

People with disabilities and bilingual candidates are encouraged to apply.

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