ADMINISTRATIVE OFFICER III

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The resulting eligible list will be used to fill current and future vacancies. Therefore, when completing the application, please select all locations in which you are willing to work.

300 East Joppa Road Towson, MD

The main purpose of this position is to perform paraprofessional duties in the administration of the Human Resource programs in the State Personnel Management System (SPMS). These duties are characterized by the use of knowledge, discretion and independent judgement in the analysis and administration of employee health programs, monitoring and managing leave programs and worker compensation claims. This position provides support to DPSCS Administration, Department heads, staff and to the public requiring a vast knowledge of Federal, State, Departmental and Institutional directives, rules, laws, regulations, procedures, protocols and standards. Managing on-the-job injuries is complex and requires significant coordination to ensure the best outcome for the agency and the employee.

Administrative Duties
• Assist with the establishment of Unit goals and objectives.
• Report on key business metrics to top leadership; measuring results and monitoring service quality to provide timely and actionable feedback to the field
• Assist the Human Resources Services Division Administrators with the implementation of improvement initiatives and new business implementations.
• Develop and implement standard operating procedures that establish positive employer-employee-client relationships and promote high levels of customer satisfaction.
• Assess call center operations including call volume forecasting and staffing.
Supervision
• Provide daily oversight to a team of support services staff to ensure accurate, timely, and thorough completion of assignments.
• Initiate action to address performance issues or to implement policy changes when warranted.
• 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 Human Resources 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.
• Provide technical assistance to staff for assignment completion.
• Exercise critical thinking skills to identify issues and resolve matters in a timely manner. This involves interpreting policies and provide guidance to agency personnel, including employees, managers, and Appointing Authorities on managing medical absences, Family and Medical Leave Act, Americans with Disabilities Act, and the Worker’s Compensation Act.
• Intervene in complicated cases or matters with fiscal implications, by working with the Department of Finance, Department of Budget and Management, and Central Payroll. Responsibility for resolving Human Resources issues with financial implications through reconciliations and the creation of innovative efficiencies.
• Responds to the end users and proactively suggest changes/updates to various Human Resources Services Division processes to ensure maximum protocol adherence, required documentation, and increased customer satisfaction.
• Investigate complaints and take action to mitigate issues, including disciplinary actions when appropriate.
• Assist the Human Resources Services Division Support Service Analyst with processes to identify and resolve personnel and fiscal discrepancies.

Communication:
• Prepare letters, memos, emails and other written communications pertaining to case management.
• Prepare work activity reports, including monthly statistics.
• Prepare case updates for supervisory and management staff.
• Facilitate staff meetings and interactive interviews with DPSCS employees or other stakeholders.
• Maintain confidentiality in accordance with policies and procedures.
• Partner with Human Resources Partners and other stakeholders to improve communications and address issues that may arise.
• Collaborate with The Office of Information and Technology to implement technology and process enhancements to drive operational efficiencies.
• Facilitate multi-disciplinary team meetings to engage partners and to ensure continuity of information and quality service. Employee Relations Unit, Office of Equal Opportunity, Appointing Authorities, Operational Support Units, Department of Budget and Management Leave Bank Program Coordinators and Human Resources Benefits Coordinators, Finance Department, Timekeepers, Injured Workers Insurance Fund, State Medical Director, and medical providers.

Customer Service:
• Maintain contact with employees, claims adjusters, timekeepers, and other human resource partners regarding workers' compensation claims; Family Medical Leave Act; Leave Bank Program; Employee Leave Donations, Temporary Total Disability and other medical absences.
• Serve as a liaison to the Insured Workers’ Insurance Fund claims adjusters to facilitate worker compliance with the claims procedures. Provide prompt and efficient responses to telephone, email, US mail, inter-office correspondence, or other electronic inquiries/requests. Process employment and Insurance claims requests.

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

Experience: Three years experience in administrative or professional work.

Notes:

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.  

Applicants must meet this selective qualification to be considered. Include clear and specific information on your application regarding your qualifications.

 

One year of customer service experience in a high volume call center environment.

The following qualification is preferred, not required:

 

One year of experience scheduling and leading people

One year of call center triage 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.

Selected applicants MUST be able to successfully complete a background investigation.

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 with the expectation of a foreign degree evaluation (if applicable). Your application may be approved pending receipt of the evaluation. Successful candidates may be ranked as Best Qualified, Better Qualified, or Qualified and placed on the employment (eligible) list for at least one year.

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 the above closing date.

The examination will consist of a rating of your education, training, and experience as presented on your application and as they relate to the requirements of the position. Therefore, it is important that you provide complete and accurate information on your application. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the employment (eligible) list for at least one year.

STATE OF MARYLAND BENEFITS

 

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 the Maryland State Application (paper) by the closing date to:

HRSD-Recruitment & Examination

ATTN: L. Barber

300 East Joppa Road, Suite 1000

Towson, MD 21286

lanelle.barber@maryland.gov

For more information, please call 410-339-5965

As an equal opportunity employer Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity.

TTY Users: call via Maryland Relay

We thank our Veterans for their service to our country, and encourage them to apply.