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ADMINISTRATOR III

Constituent Services Manager

Recruitment #21-002588-0012

GRADE

18

LOCATION OF POSITION

Baltimore City:
6776 Reisterstown Rd. 
Baltimore, MD 21215

POSITION DUTIES

This position serves as Manager for the Constituent Services Office. The incumbent is responsible for assisting in the direction of the daily operation of the unit. The manager plans, organizes, coordinates and supervises the work of the subordinate staff. The incumbent is also responsible for evaluating the efficiency of operations and develops, revises and recommends new policies, standards, and workflow procedures. This position interprets and applies the agency policies, rules and regulations to accomplish the work of the unit. The manager implements new regulations and policies as directed by upper management, sets goals and deadlines, coordinates leave and staff coverage of the unit and oversees the workflow of the unit.

Plans, organizes, coordinates and supervises the work of the subordinate staff. The incumbent is also responsible for evaluating the efficiency of operations and develops, revises and recommends new policies, standards, and workflow procedures. The manager implements new regulations and policies as directed by upper management, sets goals and deadlines, coordinates leave and staff coverage of the unit and oversees the workflow of the unit.

At all times, the incumbent will provide customer service to both internal and external customers that meets or exceeds the standards set by the Department. Intervene on behalf of persons whose attempt to secure a service. 

This involves client complaints (such as misapplied policy, appeal rights, PIA requests) that need to be resolved through direct contact with the managers. As well as inquires received from other state and community-based organizations, the Governor’s Office, Legislature, city and federal agencies, and community based organizations. The manager will respond to and prepare letters and other written correspondence (within 3-4 days) for the signature of the Secretary, Director, and other departmental staff to Maryland citizens who have lodged complaints, expressed concerns, or who want to seek solutions to problems.

Perform other duties and assignments as directed.

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

Experience: Five years of experience in administrative staff or professional work. One year of this experience must have involved one or more of the following: the supervision of other employees, overseeing and coordinating the general operations of a unit, applying rules and regulations, or exercising responsibility for the development of policies or procedures. 

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 general 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.

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 professional experience developing and revising policies, standards, and workflow procedures.
One year of professional experience preparing written correspondence on behalf of an executive level staff member.

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. 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.

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.

BENEFITS

FURTHER INSTRUCTIONS

Online applications are highly recommended. However, if you are unable to apply online, the paper application and supplemental questionnaire may be emailed to hr.recruitmentuser@maryland.gov or faxed to 410-484-5929. Paper application materials must be received in our office by the closing date for the recruitment.

If you are submitting additional information, the preferred method is to upload it with your application. All uploaded additional information must be received by the closing date and time. If you are unable to upload,
please email the requested information to hr.recruitmentuser@maryland.gov referencing the recruitment number in the subject line, or fax to 410-484-5929 (providing a cover sheet with your contact information,
recruitment name, recruitment number and the number of pages faxed). Only additional materials that are requested will be accepted for this recruitment.

J. Rolon

410-339-3695

For questions regarding this recruitment, please contact the Department of Public Safety and Correctional Services, HRSD-Recruitment & Examination at 410-339-4200, MD TTY Relay Service 1-800-735-2258.

If you are having difficulties with submitting your online application, please contact the DBM Recruitment and Examination Division at Application.Help@maryland.gov or 410-767-4850.

We thank our Veterans for their service to our country.

People with disabilities and bilingual candidates are encouraged to apply.

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