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ADMINISTRATIVE OFFICER II

Coordinator, Constituent Services

Recruitment #21-003235-0057

Introduction

The Department of Public Safety and Correctional Services (DPSCS) is seeking a highly skilled public information specialist to work with its busy Constituent Services team.

The Office of Constituent Services is the Department’s dedicated and centralized intake, analysis, and processing unit for Public Information Act (PIA) requests, general public inquiries, responsive inmate concerns, Departmental replies to interagency constituent grievances, and records management. The position is in line with the Department's mission in that a centralized unit will serve the people of Maryland in a manner that provides the highest quality of customer service. 

 

This position interacts with members of the public, including incarcerated persons and attorneys. It requires strong reading comprehension skills and the ability to communicate effectively by telephone and in writing. The position reviews written complaints and responds through written correspondence. This position analyzes documents, identifies issues, applies relevant laws, and makes appropriate determinations. Coordinators must be able to handle fluctuating caseloads and meet standards for timely handling of inquiry/complaint files.

GRADE

14

LOCATION OF POSITION

Reisterstown Plaza Office Center (RPOC), North Tower
6776 Reisterstown Road
Baltimore, Maryland 21215

POSITION DUTIES

This position serves as a Coordinator for the Office of Constituent Services focusing on the Governor’s Intranet Quorum (IQ) constituent response system. The incumbent will report directly to the unit’s Manager and will work collaboratively across the Department with designated liaisons and coordinate responsive correspondence with the both the Government and Legislative Affairs and Communications, Transformation, and Engagement teams.

The Coordinator is responsible for reviewing and handling correspondence and inquiries on behalf of Department from the Office of the Governor. The Coordinator will coordinate with the designated public information liaisons and managing officials across the Department to ensure that all IQ requests and telephone inquiries are addressed timely and completely.

This position's primary focus will conduct, research, write or draft correspondence, letters, and/or other written materials. Strong writing, editing and organizational skills are necessary. This position will receive a large volume of IQ requests and correspondences on a wide range of issues.

In keeping with the Department’s strategic objectives, the Coordinator for Constituent Services serves an integral role that is engaged in the Department’s successful mission, and while fulfilling its vision. We are constantly striving to improve and better ourselves so that we can better support our clients. If you have a curiosity and commitment to learning and growth and you thrive under pressure, you are probably a great fit for our team!

•     Review and handle correspondence and telephone inquiries that are forwarded to the Department from the Office of the Governor or the Office of Government and Legislative Affairs.

•     Forward correspondence and telephone inquiries to the appropriate managing officials and support staff for resolution and/or response.

•     Maintain the correspondence in the Office of Constituent Services tracking system.

•     Ensure adequate and timely return responses.

•     Contact appropriate managing officials and their staff regarding overdue assignments or responses.

•     Enter a synopsis of the response into the OCS tracking system, including when and how it was answered.

•     Prepare synopsis to the OSEC designee for final processing, as required; and prepare summary reports as directed.

•     Most duties focus on tasks associated with inquiries and referrals from IQ, but occasional work is performed in collaboration with other Department agencies or assignments to other functions within Constituent Services.

MINIMUM QUALIFICATIONS

Applicants must meet all minimum and selective qualifications to be considered, and to appear on the list of persons eligible for hire. Please read all requirements before applying.

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

Experience: Two (2) 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

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

•     Bachelor’s degree or higher from an accredited four-year college or university with coursework in one or more of the following subjects: public policy/administration, political science, English, journalism, public relations, or a related discipline.

•     Demonstrated proficiency with computer applications, especially writing programs such as Google Docs and Microsoft Word, Excel, PowerPoint, and Publisher.

•     Familiarity or experience working with CRM software is an asset.

These skills and qualifications will be assessed further on in the recruitment process:

•     Exceptional customer service and communication skills (both written and verbal).

•     Ability to establish and maintain effective relationships with co-workers, staff of other agencies, and the public.

•     Capable of working well as part of a team as well as independently.

•     An understanding of legal terminology, reference, and documentation.

•     Ability to maintain confidentiality of sensitive information.

•     Ability to plan, organize and multitask.

•     Experience in the gathering and analysis of information requests.

•     Good time management skills, including prioritizing, scheduling, and adapting as necessary.

•     Excellent organizational and project management skills and ability to meet deadlines.

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.

SPECIAL REQUIREMENTS

The Department of Public Safety and Correctional Services conducts a criminal history records check on all new employees in accordance with federal and State statute and regulation to detect criminal convictions that may be related specifically to job performance.

Candidates for this position will be subject to a State and federal criminal history records check that, at a minimum, is conducted based on the individual’s full name and date of birth or, if there is reason to believe that the name and date of birth may not reflect the individual’s complete criminal history, a State and federal criminal history records check based on fingerprint identification before a permanent appointment can be made.

Any criminal conviction information discovered as the result of a criminal history records check shall be used in conjunction with other information available as part of the hiring process to determine the individual’s suitability for employment with the Department.

SELECTION PROCESS

It is important that all experience be fully documented. Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. Failure to LIST ALL EXPERIENCE AND ANSWER ALL SUPPLEMENTAL QUESTIONS SPECIFICALLY AND ACCURATELY may cause the candidate to be rejected.

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 eligible (employment) list for at least one year.

EXAMINATION PROCESS

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.

BENEFITS

FURTHER INSTRUCTIONS

Online applications are highly recommended. However, if you are unable to apply online, the application, supplemental questionnaire and any requested additional information may be:

1)    Emailed to: hr.recruitmentuser@maryland.gov – referencing the recruitment number in the subject line.
2)    Faxed to: 410-484-5928 – providing a cover sheet with your contact information, recruitment name, recruitment number and the number of pages faxed.

For questions regarding this recruitment, please contact the Department of Public Safety and Correctional Services’ Human Resources Services Division - Recruitment and Examination Unit at 410-585-3999 (TTY/Maryland Relay Service: 800-735-2258).

    Michael McCoy 
    410-339-3695 
    michaelj.mccoy@maryland.gov

If you are having difficulties with submitting your online application, please contact the MD Department of Budget and Management’s Recruitment and Examination Division at Application.Help@maryland.gov, or call 410-767-4850.

In accordance with the Governor's Code of Fair Employment Practices, the Department of Public Safety and Correctional Services is committed to an effective equal opportunity and affirmative action program. This program affords all employees, and applicants for employment, an equal opportunity in every aspect of employment without regard to race, sex (gender), age, religion, national origin, color, creed, sexual orientation, physical or mental disability, ancestry, genetic information, marital status, gender identity and expression, retaliation for previously participating in a discrimination complaint process, or political affiliation.