Ombuds/Outreach Liaison

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As an Ombuds for the Constituent Services Office, This position 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 customer 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, Secretary’s Office, Legislature, City and Federal officials. Constituent Services provides DHS program information to customers who access the Department through various methods: telephone, written correspondence, walk-in, e-mail, community outreach, 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.
• Assisting in the planning, coordinating, and executing of the Department’s outreach services statewide. 
• Telephone coverage on the Office of the Secretary’s main line and any other line delegated. 
• Serves as the liaison between the Department’s customers and various State, Federal, and community organizations.
• Respond to and prepare letters and other written correspondence (within 3-4 days) for signature of the Governor, Secretary, DHS and other departmental staff to Maryland citizens who have lodged complaints, expressed concerns or who want to seek solution to problems related to the delivery of services by the Department of Human Services.

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

Experience: Four years of administrative staff or professional work.

Notes:

1. Candidates may substitute 30 college credit hours from an accredited college or university for each year up to four years of the required experience.

2. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university for the required experience.

3. Candidates may substitute the possession of a Master's degree from an accredited college or university for the required experience.

4. 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.

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. 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.

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.

The online application process is STRONGLY preferred. If you are unable to apply online, you may mail a paper application and supplemental questionnaire to, Department of Human Services, Employment Services, Attention: Heather Braddy, 25 S. Charles Street, 11th floor, Baltimore, Maryland 21201.