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Manager, Constituent Services

Recruitment #22-002588-0002


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 candidate must be an organized leader; savvy writer and communicator, skilled at advocating complex policy positions before a wide variety of audiences; persuasively and diplomatically adept at building relationships at the individual level and coalitions at the organization level; and someone who sweats the details of studying, interpreting, and communicating complicated and nuanced issues.




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

Main Purpose of Job

This position serves as Manager for the Office of Constituent Services. The main purpose of this position is to assist in the daily operation supervision and management direction of the unit. The incumbent will report directly to the unit’s Executive Director 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 successful candidate will also assist with public messaging efforts that include crafting departmental responses and talking points, correspondence and more. Writing projects may range from formal business writing to narrative and descriptive pieces intended for both internal and external audiences. The candidate must possess strong writing and editing skills along with a solid command of grammar and punctuation and the ability to complete writing assignments in a short timeframe.

In keeping with the Department’s strategic objectives, the Constituent Services Manager 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!


• Plans, organizes, coordinates, and supervises the work of the subordinate staff.

• Evaluates the efficiency of operations and develops, revises, and recommends new policies, standards, and workflow procedures.

• Interprets and applies the agency policies, rules, and regulations to accomplish the work of the unit.

• Implements new regulations and policies as directed by upper management, sets goals and deadlines, coordinates leave and staff coverage of the unit and oversees the workflow of the unit.

• Provide customer service to both internal and external customers that meets or exceeds the standards set by the Department.

• Fields client complaints that need to be resolved through direct contact with the managers.

• Responds to and prepares letters and other written correspondence on behalf of the unit’s Executive Director or other departmental executive leadership to Maryland citizens who have lodged complaints, expressed concerns, or who want to seek solutions to problems.

• Performs other duties and assignments as directed.


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

Experience: Nine (9) years of experience in administrative staff or professional work.


1) Candidates may substitute the possession of a bachelor's degree from an accredited college or university and five (5) years of experience in administrative staff or professional work for the required experience.

2) Candidates may substitute additional graduate level education at an accredited college or university at the rate of thirty (30) 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 experience.


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

• Bachelor’s degree or higher from an accredited four-year college or university in public policy/administration, political science, English, journalism, public relations, or a related discipline.

• Experience involving one or more of the following: the supervision of other employees, overseeing and coordinating the general operations of a unit, applying rules and regulations, or exercising responsibility for the development of policies or procedures.

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

• Experience utilizing Customer Relationship Management software applications or any other CRM tools for project management.

• Experience processing Maryland Public Information Act (PIA) requests, to include the search, redaction, and dissemination of information to requesters.

• Experience interpreting and creating correspondence based on Maryland statutes, regulations (COMAR), departmental directives, and guidelines.

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

• An impeccable grasp of the English language; mastery of spelling, grammar and punctuation errors and ability to make constructive suggestions; excellent writing, editing, and proofreading skills with a diligent eye for detail, language, flow, and grammar.

• Proficiency with applying the principles of style guides, such as the Associated Press (AP) Style Guide, plus familiarity with legal and regulatory citation conventions.

• Prior professional experience as a manager or supervisor responsible for editing the writing of subordinate staff.

• The ability to establish and maintain effective relationships with team members, department leadership, staff of other agencies, and the public; experience building and maintaining intra-agency communication channels.

• A scrupulous attention to detail and strong ability to organize information.

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

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

• The ability to think analytically and strategically; strong creative thinking skills and ability to think conceptually.

• A knowledge and a practical understanding of corrections, parole and probation, reentry services, government administration; experience in law, public policy, or administration a plus.


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.


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.


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.


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.



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: – 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).

Jacob Rolon


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, 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.

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