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Public Service Manager

ADMINISTRATIVE OFFICER II

Recruitment #21-003235-0037

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GRADE

14

LOCATION OF POSITION

10 E. Baltimore St, Baltimore, MD 21202

Main Purpose of Job

The main purpose of this position is to manage the Public Service Division.  To inform and instruct the Public Service staff on procedures for filing a claim, researching records, retrieving documents from case files and the computers.  Interacts with attorneys, government officials and the public via telephone or in person in response to requests for information relative to the Agency’s policies, procedures, and forms. The position is responsible for supervision of the administration of the policies and procedures for subpoenas and of Maryland Rule 7-2018, as the administrative agency on appeals for Judicial Review to the Maryland Circuit Courts, Court of Special Appeals and Courts of Appeal. Responsible for preparing affidavits on procedures of the Commission. Confers with other administrative staff, and executive management to interpret policies or offer recommendations. The position acts as the ombudsman: investigating, reporting on, and resolving issues and complaints to ensure that the objectives and goals set forth in the commission vision and mission statements are met.

POSITION DUTIES

Maintain coverage for Division.

Conduct performance evaluation program. 

Manage personnel records and timekeeping. 

Interview and assist in the hiring process for replacement staff. 

Train staff in the proper procedures pertaining to the Division 

Have knowledge of and implement the personnel laws, policies, and guidelines for both the Agency and the State of Maryland. 

Prepares and updates the Division procedures manual and performance measurements annually and as needed. 

Manage the administration of the policies and procedures of the Maryland Rule 7-2018 as the administrative agency on appeals for Judicial Review to the Maryland Circuit Courts, Court of Special Appeals and Courts of Appeal. 

Manages the administration of the policies and procedures for subpoenas pursuant to Labor and Employment Article, §9-719(b), Annotated Code of Maryland and COMAR 14.09.03.05. Reviews and determine the eligibility of documents to be released in response to a subpoena request or a general request according to the statutes.

Responds to inquiries for information about the Agency’s policies, procedures, and Statutes. 

Research insurance questions through the National Council on Compensation Insurance (“NCCI”) computer program files using the AS400 or microfilm files (for insurance information prior to 1987). 

Acts as the ombudsman: investigating, reporting on, and resolving issues and complaints to ensure that the objectives and goals set forth in the Commission vision and mission statements are met.   

Assists customers and handles all escalated issues and matters that are presented through the Public Service area. Answers general and complex questions received from the community, manages the cashbox for the department, which includes payments received for document copies, attorney registration fees and payments for any WCC law books sold. 

Assists the public in the use of the FileNet database, AS400 database, and the microfilm machine, as required.

MINIMUM QUALIFICATIONS

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

Experience: Two 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 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. 

SELECTIVE QUALIFICATIONS

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

One (1) year experience in a customer service/call center environment or office environment dealing with the public. 

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.

Experience with Microsoft Office (Word, Excel, Outlook and PowerPoint).

One (1) year of experience processing workers' compensation claims.

One (1) year of experience working in a court or legal environment.

Two (2) years of experience working in a leadership, supervisory or management position.

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.

BENEFITS

FURTHER INSTRUCTIONS

If you are unable to apply online, or encounter difficulty attaching documentation, you may submit via mail or deliver in person. Please be sure to include your name, identification number (Easy ID#) and job announcement number (21-003235-0037) on any documentation to ensure timely processing.

PLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION

Please include your resume along with your completed employment application.

Completed application, supplemental questionnaire, and supportive documentation, may be mailed to:  

MD Workers' Compensation Commission Attn: Personnel Department 7th floor, 10 E. Baltimore Street Baltimore, MD 21202

For information regarding this recruitment, please email wccpers@wcc.state.md.us or contact 410-864-5230.

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.

TTY Users: call via Maryland Relay




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