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Division Director of Program Policy

Recruitment #22-005478-0028


The Maryland Department of Human Services (DHS) is the state’s primary social service provider, serving over one million Marylanders annually.  The Department, through its 24 local departments of social services, aggressively pursues opportunities to assist people in economic need, provide preventive services, and protect vulnerable children and adults in each of Maryland’s 23 counties and Baltimore City.  DHS works in every community in Maryland to positively impact the lives of Marylanders. 

This is a Management Service position, and serves at the pleasure of the Appointing Authority. 






Department of Human Services
Child Support Administration
311 W. Saratoga Street, 3rd Floor
Baltimore, MD 2120

Main Purpose of Job

As Division Director of Program Policy this position is responsible for overseeing, reviewing, analyzing, interpreting, developing, and implementing all policy, regulations, legislation, intergovernmental, paternity, communications, data analysis, performance monitoring, grant writing, publications, forms, limited English proficiency, domestic violence, outreach, and training efforts administered by the Child Support Administration (CSA). The position also coordinates CSA press inquiries and public information act requests with DHS Communications. Further, the position is responsible to develop and oversee the design and content of all training through a holistic approach including classroom, web based, video conferencing, workshops, etc. working closely with CSA staff at central, metros (including Baltimore City), and local offices of child support. 


Program Policy-Oversees the development, implementation, and maintenance of up-to-date legislation, regulations, policy, and training for all CSA programs. DHS’s child support services include all aspects of the federally mandated and state directed (including specific state statutory and regulatory program requirements) such as, but not limited to: application, case initiation, establishment, genetic testing, child support guideline calculations, impact of child custody orders or arrangements, impact of domestic violence on child support cases, modification and review of adjustment of existing child support orders as it pertains to the impact of child support guidelines, multiple families, additional children, unemployment, poverty, incarceration, drug dependency, prisoner re- entry, right sizing support order initiatives, intergovernmental, and case closure. Interfaces with CSA stakeholders and community partners to accomplish tasks. Oversees the maintenance of a current, accurate, and federally approved state plan and amendments for the Maryland child support program on file with the federal Office of Child Support Enforcement.

Ensures research, evaluation, performance, and data analytics are conducted to enhance and improve central, metro (including Baltimore City) and local office of child support performance to meet federal required metrics, including the production of data, ongoing data collection and analysis, report development, report/grant writing, development and analysis of federal, state, and department data indicators, evolution of the data indicators, and assisting in developing program improvement plans.

Ensures Maryland maintains and implements all laws that are federally required for implementation for the establishment, enforcement and related timeframes. The performance of these tasks requires an expert knowledge of current CSA program policies, requirements, applicability of policy to the realities of business processes and procedures, current welfare reform initiatives occurring in all states, federal regulatory requirements, federal and state legislative requirements, state and local CSA operations, contract processing, cost allocation, general management theory, and the management of change.

Training Development Duties- Oversees the accuracy, currency, and relevancy of centralized training and the deployment of statewide training delivery via a holistic approach to include online, video, audio, webinar, face-to-face, etc. A significant component includes the development of testing models and skills assessment to validate that workers understand and are capable of implementing policies and procedures.


Ascertains and keeps informed of available resources for training, such as training labs or classrooms available for use statewide, availability of video conferencing or web based capability or software, and child support staff with training backgrounds to assist with training delivery. Supervises the training of staff at CSA central and satellite locations, metro (including Baltimore City), and local departments of social services engaged in child support training on program policy and the procedures and skills necessary to administer that policy.

Paternity Establishment Duties- Directs and oversees the Maryland Paternity Affidavit Program. Oversees Affidavit of Paternity training statewide for Maryland hospitals and birthing centers. Directs the provision of outreach statewide to hospitals and birthing centers. Oversees and tracks performance of hospitals and birthing centers responsible for offering affidavits of parentage to unwed mothers. Works with the Maryland Division of Vital Records and University of Maryland School of Social Work to ensure accurate processing of statewide Affidavits of Paternity.


Oversees staff assisting with development and monitoring of programs towards meeting the federal paternity establishment ratio measure of 90 percent. Works with and oversees projects with the Family Investment Administration on Paternity Establishment initiatives towards meeting the 90 percent federally required measure.

Intergovernmental Duties- Directs and oversees Intergovernmental Programs and policy. Ensures Maryland is in compliance with state and federal timelines for processing intergovernmental case inquiries. Ensures accurate and timely communication is provided to other states and the federal government regarding Intergovernmental matters. Oversees Maryland Central Registry and ensures federal regulations/timeframes are met.Ensures all intergovernmental unit staff provide customer service to both internal and external customers that meets or exceeds the standards set by the Department.

Communication, Publication, and Form Duties- Oversees and coordinates with all CSA divisions and DHS offices on the design and development of CSA-related communications, forms, and

publications to ensure content accuracy and adherence to federal regulations and state statute or policy. Ensures a standardized statewide focus. Supervises the design of procedures and development of forms for implementation and maintenance of programs. Oversees to ensure consideration of limited English proficiency, translation of text as necessary, and revision and reordering of forms to ensure adequacy of form supplies at the warehouse. Oversees the development of other outreach programs that support CSA’s strategic plans, such as programs to support and assist incarcerated noncustodial parents and veterans’, promote healthy families, etc. 

Other Duties

Handles all supervisory responsibilities including oversight, supervision, and professional development of staff; develop staff to continuously increase knowledge, experience, skills, and abilities that result in behavioral changes that positively and proactively impact the child support program; ensure program managers receive timely evaluations; provide ongoing coaching and mentoring; address any disciplinary actions warranted; and assist in the hiring process.

Represents the Executive Director and/or present at meetings, conferences, etc., usually based on subject matter expertise. Provides information and data necessary for the completion of state and federal reports. Assists with budget preparations for CSA including budget development and modification for areas impacting program development. Identifies best practices and new opportunities to advance CSA’s strategic agenda. Seeks continuous improvements to process and procedures that reduces waste, increases productivity and services, and meets customer needs.

Coordinates frequently with the federal Administration for Families and Children, Office of Child Support Enforcement, both at the national level in Washington D.C. as well as with Region III located in Philadelphia to ensure the Maryland child support program meets all federally mandated requirements. Other duties as assigned


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

Experience: Two years of senior management level leadership experience, ideally in some
combination of the following areas: Family Law knowledge and Human Services Program
Development to include planning, developing, reviewing, analyzing, interpreting, and implementing
policy, training, legislation, regulations and communications (internal and external), data analysis
and performance metrics/goals. Two years of experience working within a Child Support related
program (local, state or national level). One year of supervisory experience of management level


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 Family Law related to child support, including legal and legislation.
Experience with quantitative research and government affairs.
Experience with Microsoft Word, Excel and PowerPoint.
Experience with Servant Leadership in the supervision of management level positions.
Strong customer service and outstanding oral and written communication skills.
Ability to build strategic partnerships across local, state agencies, federal government, profit/non-
profit, advocacy and customers.
Ability to plan, organize, direct, and manage multiple projects to meet strict deadlines.


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 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.   

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.

All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. 

It is imperative to list all computer and software experience on your application pertaining to your job duties. 


As an employee of the State of Maryland, you will have access to outstanding benefits, including: health insurance, dental, and vision plans offered at a low cost.  Click on this link for more details:


· Personal Leave - new State employees are awarded six (6) personnel days annually (prorated based on start date).

· Annual Leave - ten (10) days of accumulated annual leave per year.

· Sick Leave - fifteen (15) days of accumulated sick leave per year.  

· Parental Leave - up to sixty (60) days of paid parental leave upon the birth or adoption of a child.

· Holidays - State employees also celebrate at least twelve (12) holidays per year.  

· Pension - State employees earn credit towards a retirement pension.


Online applications are STRONGLY preferred.  If the online application process is not available, please send your paper application and supplemental questionnaire (if applicable) to: Department of Human Services, Recruitment Services Unit, Attention: Kendra Young, 311 West Saratoga Street, First Floor, Baltimore, Maryland 21201.

Or email Voice 410-767-0603, toll-free: 1-800-332-6347.  If you are having difficulty with your user account or have general questions about the online application system, please contact the MD Department of Budget and Management, Recruitment and Examination Division, at 410-767-4850 or

Do not submit unsolicited documentation.

The paper application must be received by 5 PM on the closing date for the recruitment. 

TTY Users: call via Maryland Relay, 1-800-925-4434.

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

Bilingual applicants are encouraged to apply.

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

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