ADMINISTRATOR I

THIS RECRUITMENT IS LIMITED TO CURRENT STATE OF MARYLAND EMPLOYEES.

16

DEPARTMENT OF HUMAN SERVICES

CONSTITUTENT SERVICES OFFICE

311 W. SARATGOA STREET

BALTIMORE, MARYLAND 21201-3500

This position serves as an Ombudsman in the Constituent Services Office within the Department of Human Services (DHS). The Constituent Services Office is the entry point for many citizens requiring services from the human services environment. The Office also handles complaints and concerns from elected officials both city and state, and provides hands on resolutions to complex customer service cases referred from the Governor's Office, the Secretary's Office and many local state agencies. Also responsible for providing and monitoring confidential case data on complaints that support program improvement needs. The caseload of the ombudsman is very heavy, high level and time sensitive. Information is provided to customers that access the Department by a variety of methods such as telephone, walk-in, e-mail 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. This involves client 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, Legislature, city and federal agencies, and community based organizations. Responds to and prepares letters and other written correspondences (within 3-4 days) for the signature of the Governor, Secretary, Director of Constituent Services and other departmental staff to Maryland citizens who have lodged complaints, expressed concerns, or who want to seek solutions to problems related to the delivery of services by DHS. Explains the eligibility requirements, regarding cash assistance, food stamps, medical assistance and energy assistance to DHS customers; provides follow-up with customer (within 24 hours) of resolution to confirm that customer received services sought.

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

Experience: Four years of experience in administrative staff or professional work.

Notes:

1. Additional experience in administrative staff or professional work may be substituted on a year-for-year basis for the required education.

2. Additional graduate level education at an accredited college or university may be substituted at the rate of 30 semester credit hours on a year-for-year basis for the required experience.

3. 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 education and experience.

Applicants must meet the selective qualification(s) to be considered. Include clear and specific information on your application regarding your qualifications.

One year of the above general experience must have been in a public relations, journalism or communications role dealing with enquiries from the public or related organizations and drafting correspondences to address sensitive and confidential response.

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 providing bilingual services in English and Spanish to customers.

One year of experience translating departmental pamphlets, brochures and literatures into Spanish.

One year experience handling elevated customer complaints, especially those directed to a Department through high level government, political and community officials.

One year experience with these systems: Office of Home Energy Program System (OHEP)data base tracking application System, Electronic Case Management System (ECMS), Client Automated Resource and Eligibility System (CARES), Maryland Medicaid Information System (MMIS) and Child Support Enforcement System (CSES).

Possess excellent analytical, conflict resolution and mediation skills.

Strong organizational skills, is self-motivated and works independently.

Strong writing skills.

Ability to exercise judgment and discretion in applying and interpreting departmental policies, laws, rules, regulations and procedures.

Ability to maintain confidentiality of sensitive information.

Limited to current State of Maryland Employees.  

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.

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.  You may be asked to complete a supplemental questionnaire.  The supplemental questionnaire may be used as part of the rating process.  Therefore, it is important that you provide complete and accurate information on your application.

For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service is required prior to hire.

 STATE OF MARYLAND BENEFITS

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, Examination Services Unit, 311 W. Saratoga Street, Room 135, Baltimore, Maryland 21201.

All mailed documents must include the applicant's name and the job number and must be received by 5 P.M. on the closing date.  Resumes will NOT be accepted in lieu of completing the application.

 If additional information is required, the preferred method is to upload.  If unable to upload, please fax requested information only to 410-333-0882.  Only additional materials that are required will be accepted for this recruitment. All additional information must be received by the closing date and time.

If you have any questions concerning the recruitment process for this position, please call 410-767-7414. 

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 applicants are encouraged to apply.

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

TTY Users: call via Maryland Relay