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Division Director of Customer Service and Intergovernmental Pro.

HUMAN SERVICE ADMINISTRATOR IV

Recruitment #25-002731-0001

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Introduction



 
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 1 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. 
 
This is a Management Service position, and serves at the pleasure of the Appointing Authority.

GRADE

20

LOCATION OF POSITION

DEPARTMENT OF HUMAN SERVICES
CHILD SUPPORT ADMINISTRATION
25 S. CHARLES STREET
BALTIMORE, MD 21201

Main Purpose of Job

Incumbent in this position performs as a senior level manager responsible for providing professional, administrative and supervisory staff work in managing the Customer Service and Central Registry sub-divisions under the Child Support Administration Programs Division. The individual's work will be reviewed by the Deputy Executive Director of Programs for achievement of service, accomplishment of Agency compliance and improvement in operational efficiency and effectiveness. The individual in this position receives instructions from and reports to the Deputy Executive Director. 

POSITION DUTIES

  • Plans, directs, and implements a customer service program to service our customers who have exhausted all efforts in the local office to track trends and implement process improvements to the child support program. 
  • Ensures Intergovernmental Services complies with the performance timeframes required in CFR and ensures both internal and external customers receive prompt and reliable service. 
  • Conducts special research projects, analyzes the data and prepares reports on a variety of special projects, research various procedures and methods, analyzes collection trends relating to Customer needs, etc. 
  • Supervises, motivates, develops and evaluates Customer Service and Central Registry Directors to reinforce staff knowledge of new and existing policies and procedures to ensure optimum individual and unit performance according to Federal, State, local laws, policies and procedures. 
  • Ensures all staff are trained in providing excellent customer service; and staff are evaluated on their customer service delivery.

MINIMUM QUALIFICATIONS

Education: A Bachelor’s degree from an accredited college or university.

Experience: Nine years of experience in administrative, professional or technical work, four years must have involved supervision of other employees or exercising responsibility for program development.

Notes:

1. Candidates may substitute graduate level education at an accredited college or university at the rate of 30 credit hours on a year-for-year basis for up to two years of the required general experience.

2. Candidates may substitute additional professional or technical   experience in the administration of a human services program or experience conducting studies and analyses of programs, procedures, practices and organizations on a year-for-year basis for the required education.

3. Candidates may substitute U.S. Armed Forces military service experience at a rank of Corporal/Petty Officer or higher as a commissioned officer in Administrative Officer classifications or Administrative Officer specialty codes in the General, Administrative, Clerical, and Office Services field of work on a year-for-year basis for the required experience and education, two years must have been in an administrative supervisory or consultative capacity.

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.
  • Three years of experience working in a Child Support Program
  • Three years of experience with policy implementation and performance measurement
  • Two years of experience managing a call center or customer service team

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.

BENEFITS

As an employee of the State of Maryland, you will have access to outstanding benefits, including: health insurance, dental, and vision plans offered at a low cost. CLICK ON THIS LINK FOR MORE DETAILS: 


  • 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) holiday per year.
  • Pension – State employees earn credits towards a retirement pension.
  • Positions may be eligible for telework.

FURTHER INSTRUCTIONS

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, Room 1116-K, Baltimore, Maryland 21201.

If you have any questions concerning the recruitment process for this position, please email Heather Braddy at heather.braddy2@maryland.gov; include the job title and recruitment # in the subject line.

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 410-767-7855 or Application.Help@maryland.gov. 

TTY Users: call via Maryland Relay.

As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity. People with disabilities and bilingual candidates are encouraged to apply. We thank our Veterans for their service to our country.


Click on a link below to apply for this position:

Fill out the Application NOW using the Internet. Apply Online
Apply via Paper Application. You may also download and complete the Paper Application here.

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