When you join the Maryland Department of Human Services (DHS), you join a team of more than 5,000 employees across the state dedicated to positively changing the lives of more than one million Marylanders each year. We do this by providing economic support, preventive services, and caring for children and adults.
We aim to deliver services so that we more quickly meet the needs of the people we serve. At DHS, we grapple with hard questions to find new ways to foster a culture of bold innovation. We do this to ensure that in Maryland, we leave no one behind.
GRADE
16
LOCATION OF POSITION
Maryland Department of Human Services
Constituent Services Office
25 South Charles Street
Baltimore, MD 21201
Main Purpose of Job
As an Ombudsman for the Constituent Services Office, this role also intervenes on behalf of people who have attempted but failed to obtain a service despite the fact that they appear to be eligible. ThiD includes consumer concerns (such as misapplied policies, appeal rights, and worker issues) that must be addressed directly with 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, the Secretary's Office, the Legislature, city and federal officials. Constituent Services delivers DHS program information to customers who contact the Department via phone, written communication, walk-in, e-mail, community outreach, and referrals from other agencies or political officials.
This role will also function as a Hispanic liaison, providing translation and interpreting services in Spanish for the Department of Human Services Central Office and Constituent Services Offices. Will convert departmental communications into Spanish in clear language. Provide translator services to Spanish consumers requesting assistance from the Constituent Services Office. The position will keep track of client complaints with limited English proficiency (LEP).
POSITION DUTIES
Intervenes on behalf of individuals whose attempts to obtain a service have failed when it appears that the individuals are qualified for the service sought.
Acts as a liaison between the Department's consumers and different state, federal, and community groups. Manages time-sensitive consumer questions and complaints.
Provides translation and interpretation services to the Department and customers who contact the Constituent Services Office for help.
Edits and proofreads printed and online content to ensure the accuracy and consistency of plain Spanish translations.
MINIMUM QUALIFICATIONS
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.
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.
SELECTIVE QUALIFICATIONS
Must be able to write and speak fluently in Spanish.
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.
One year of experience in a Family Investment Program.
One year of experience working with the public via the telephone, in person, and/or through written correspondence.
One year of experience with Microsoft Office programs and Google Suites.
Experience working with senior-level leaders.
Experience working in a fast-paced, customer-focused, team-oriented workplace.
Experience entering and reviewing data in a database system.
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
Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. Successful candidates will be placed on the eligible (employment) list for at least one year.
All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date.
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.
For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service must be provided prior to hire.
It is imperative to list all computer and software experience on your application pertaining to your job duties.
Personal Leave - new State employees are awarded six (6) personnel days annually (prorated based on start date).
Annual Leave - ten (10) days of accumulated annual leave per year.
Sick Leave - fifteen (15) days of accumulated sick leave per year.
Parental Leave - up to sixty (60) days of paid parental leave upon the birth or adoption of a child.
Holidays - State employees also celebrate at least twelve (12) holidays per year.
Pension - State employees earn credit towards a retirement pension.
Positions may be eligible for telework.
FURTHER INSTRUCTIONS
Online applications are STRONGLY preferred. If the online application process is not available, please send your paper application and supplemental questionnaire (if applicable) to: Department of Human Services, Examination Services Unit, Attention: Dontia Walker, 25 S. Charles Street, Suite 1100, Baltimore, Maryland 21201. Email dontia.walker@maryland.gov, toll-free: 1-800-332-6347.
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.
Do not submit unsolicited documentation.
The paper application must be received by 5 PM on the closing date for the recruitment. TTY Users: call via Maryland Relay, 1-800-925-4434.
As an equal opportunity employer Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity.
Bilingual applicants and people with disabilities are encouraged to apply.
We thank our Veterans for their service to our country and encourage them to apply.
