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Recruitment #23-002247-0027


This is a Position Specific Recruitment for the State Department of Assessments and Taxation, Office of State Tax Sale Ombudsman in the Headquarters Office. The resulting eligible list will be used to fill the above location only. Interested person will need to reapply for future recruitments in this classification 




Dept. of Assessments and Taxation - Headquarters
Office of State Tax Sale Ombudsman
300 West Preston Street, Suite 605
Baltimore, Maryland 21201


This position serves in the Office of the State Tax Sale Ombudsman (TSO) at the State Department of Assessments and Taxation (SDAT). It supervises the delivery of information and assistance to homeowners struggling with delinquent property taxes, and those applying to and enrolled in the Homeowner Protection Program (HPP), which is administered by the TSO. It uses independent judgment to apply and interpret program policies, and receives instruction from the Deputy Program Manager, to lead in the review, analysis, and scoring of program applications; supervises the delivery of assistance to help enrollees progress through the program; it supervises administrative tasks; and assists the Deputy Program Manager in lien purchases, recording payments, and maintaining detailed records, as well as other duties. It ensures a positive, compassionate, helpful, and cooperative customer-focused experience for all contacts, including program applicants and enrollees, program staff and partner government agencies, nonprofit service providers, and county finance officers across the state, among others. Supporting SDAT’s Customer Service Mission, this position provides superior internal and external customer service throughout its work.

Application Review and Scoring:  Leads Specialist(s) in the review of applications for (1) program eligibility, (2) repayment strategies, and (3) scoring for priority enrollment categories. Uses independent judgment to apply program policies.

Selection and Enrollment Supervision:  Supervises enrollment recommendation(s), maintains organization of selection process, and monitors case management assignments and assistance plans provided to enrollees. Supervises Specialist(s) case management and recommended services to enrollees, including handling assistance escalations from HPP Specialist(s). Supervises new enrollment assistance to selected applicants. Provides direct applicant/ enrollee assistance in absence of HPP Specialist.

Record Keeping: Assists Deputy Program Manager in coordinating the purchase of tax liens from counties, recording liens in county land records, and making tax payments to counties. Coordinates with accounting division to process payments received from enrollees. Records and monitors financial accounting for payments received from and paid out on behalf of enrollees, including logging checks and verifying payments are entered in the system.

Customer Relations Management:  Monitors and responds to calls and emails from members of the public inquiring about the program, ensuring excellent customer service. Closely monitors enrollees’ progress through case management. Coordinates with and leads Specialist(s) to ensure all enrollee needs are met. Evaluates enrollee recommendations from Specialist(s) to provide guidance as applicable. Assists with high-level customer service issues, notes patterns, and provides recommendations to Deputy Program Manager.

Other Duties: Performs other duties as assigned, including but not limited to: - Provides support to the Deputy Program Manager. - Supports other teams when appropriate with reasonable performance expectations. - Participates in training provided by management, including for any job duty deficiencies. - Regularly checks and responds to emails. - Follows SDAT's Customer Service Policy


Education:   Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: Three years of administrative staff or professional work.


1. Candidates may substitute 30 college credit hours from an accredited college or university for each year up to two years of the required experience. 

2. Candidates may substitute the possession of a Bachelor's degree from a college or university for 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 experience.  


Experience working in a fast-paced environment. Organized and able to handle multiple projects at the same time.
Experience working with computers and different software including Microsoft. 
Office and entering data into a database. 
Experience working with G Suite (Formerly Google Apps for Work).
Experience with telecommunications systems.
Experience creating detailed reports and giving presentations.
Comfortable with public speaking. Experience with training people and creating user guides


Must be willing to work in Baltimore City.


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 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.


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