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Recruitment #19-002247-0065




300 E. Joppa Road  Towson, MD 21286

Main Purpose of Job

The main purpose of this position is to perform professional duties in the administration of Human Resource programs in the State Personnel Management System (SPMS).


Provide daily oversight to a team of support services staff to ensure accurate, timely, and thorough completion of assignments.

Train staff in the proper procedures and protocols for addressing customer inquiries and complaints related to worker's compensation, medical absences, reasonable accommodations, employee benefits and other HR related matters.

Review correspondence written by staff to ensure accuracy and compliance with agency guidelines.

Provide performance appraisal feedback and take appropriate actions to correct deficiencies.

Exercise critical thinking skills to identify issues and resolve matters in a timely matter.


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

Experience: Three years experience in administrative or professional work.


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 the 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.  


One year of experience managing staff within a high volume call center.


1) Experience in interpreting policies and providing guidance to agency personnel regarding FMLA, ADA, WCC, Employee Relations, Disciplinary procedures, Payroll, and Financial matters as well as to staff members of the unit.


2) Experience creating and maintaining reports detailing key business metrics to top leadership, measuring results and monitoring service quality as well as ensure timely and actionable responses to Agency constituents.


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. 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.



To submit qualifying documents; the preferred method is to upload them using the "other" tab on the online application. However, if you’re unable to upload your documents, please fax requested information only to 410-585-0570 (providing a cover sheet with your contact information, recruitment name, recruitment number and the number of pages faxed). We will not consider information submitted after the closing date of this announcement.

Resumes will NOT be accepted in lieu of completing the online or paper application.

Online applications are STRONGLY recommended; if you do not have internet access, please mail your application by the closing date to:

HRSD-Recruitment & Examination

ATTN: Jada Newman

300 E. Joppa Road Towson, Maryland 21286

For questions or more information, please call 410-339-3288.

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.