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Specialist, Extended Customer Service (Bilingual-Spanish/English)

Administrative Manager II

Recruitment #24-005238-0001

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Introduction

The Maryland State Department of Education is dedicated to supporting a world-class educational system that prepares all students for college and career success in the 21st century. With excellent stewardship from our divisions, we oversee State and federal programs that support the needs of a diverse population – students, teachers, principals, and other educators throughout Maryland.

GRADE

State Salary Grade 20
Salary Range: $69,672 – $ $112,091 Pro-rated for part—time status 
*State Salary Guidelines apply for current State employees.*

LOCATION OF POSITION

Nancy S. Grasmick Education Building
200 West Baltimore Street 
Baltimore, MD 21201

In-Person Contractual Hours = Tue-Wed-Thurs 5:00 PM – 9:00 PM 
 & Saturday 9:00 AM – 12:00 PM 
** Additional hours are based upon approval**

Main Purpose of Job

The main purpose of these two (2) part-time contractual positions is to provide extended hours of customer service support to the Childcare Scholarship (CCS) Branch customers who were unsuccessful in attempting to use the vendor, the Link, and a Family Resource Specialist. The position is responsible for researching and responding to CCS customer service inquiries.

POSITION DUTIES

Provides extended customer service support to the Child Care Scholarship (CCS) customers that have been unsuccessful with “Using the Link”, vendor and/or a Family Resource Specialist; Researches and responds to CCS customer service inquiries and completes or forwards to the vendor and/or MSDE;
  •  Supports the overall goal of the CCS Branch through the provision of excellent customer services to children, families, childcare providers and internal and external MSDE customers and constituents. 
  •  Assists the CCS Branch with Program Integrity audits by completing quality assurance checks, SLA reviews, CPRS reviews and other audits of parent and provider records.  
  •  Utilizes Child Care Automated Tracking System (CCATS), Child Care Scholarship (CCS) Policies and Procedures, OnBase and other designated Child Care Scholarship (CCS) case management software that interfaces with CCATS in order to assist the customer and to determine the correct course of action that is needed to process the case in compliance with CCS policies and procedures 
  • Assists with the completion of assignments and communications, designated as essential by the Child Care Scholarship Branch or as needed to increase the provision of Expanded Customer Service. 
  • Completes data entry in CCATS to authorize or validate the authorization of Child Care Scholarship (CCS) services to CCS Customers or child care providers through checkwriter or other payment processing functions; 
  •  Researches and responds to CCS customer service inquiries and completes or forwards to the vendor and/or MSDE Completes the authorization of child care scholarships for CCDF funds based upon guidance received from the CCS Branch 
  •  Assists with the completion of eligibility based or quality assurance reviews for the CCS Branch 
  •  Identifies cases that are out of compliance with CCS regulations, Service Level Agreements or guidelines established by the Child Care Scholarship Branch or other governing authorities 
  •  May be required to work outside of designated work hours to complete quality assurance reviews, provider/parent payments, attend workshops or conferences and as needed to address customer service or quality assurance/audit assignments.

MINIMUM QUALIFICATIONS

EDUCATION: A Bachelor’s Degree or equivalent 36 credit hours of post-baccalaureate course work in any subject area.
EXPERIENCE: Three (3) years of professional experience with determining income eligibility, auditing programmatic files for federal or state compliance, program administration or a related experience where attention-to-detail and multiple computer systems are used to repeatedly review large volumes of data. 
NOTE:  Additional experience in determining income eligibility, working directly in a role where the provision of customer service required in-depth research in order to respond to the customer. The experience as defined above may be substituted for the Bachelor’s Degree on a year for year basis for up to 4 years and the additional years will be counted as experience.

SELECTIVE QUALIFICATIONS

One year of communications experience in a customer service environment.

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.
  • Knowledge of Child Care Scholarship Program. 
  • Experience determining eligibility for an income-based program.    
  • Skill in utilizing income eligibility software and software systems to determine eligibility, complete service level reviews, complete case review and research customer cases.  
  • Skill in interpreting and correctly communicating policies and procedures. 
  • Skill in organizing, planning and presenting information orally and in writing. 
  • Ability to establish and maintain effective working relationships with customers and stakeholders. 
  • Ability to assess situations, identify problems, and determine solutions. 
  • Ability to communicate effectively both verbally and in writing; ability to work as a team member.

LIMITATIONS ON SELECTION

**There are two vacant part-time positions( 1 -Bi-lingual fluent in Spanish and English, 1 Non-Bi-lingual). **

SPECIAL REQUIREMENTS

Applicants must consent to State and FBI (CJIS) background check as a routine procedure for all employees.

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. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified. The resulting list of qualified candidates will be in effect for at least one year. Applications that state see "Resume" will be considered incomplete.

BENEFITS

Contractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program, have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents. As a contractual employee, you will be responsible for paying 25% of the premiums for your medical and prescription coverage, including any eligible dependents you have enrolled. The State of Maryland will subsidize the remaining 75% of the cost for these benefits. You can also elect to enroll in dental coverage, accidental death and dismemberment insurance, and life insurance, but will be responsible to pay the full premium for these benefits.

Leave may be granted to a contractual employee who has worked 120 days in a 12 month period. This leave accrues at a rate of one hour for every 30 hours worked, not to exceed 40 hours per calendar year.

FURTHER INSTRUCTIONS

It is preferred that applicants complete the MD State Government online application for employment. The application must clearly demonstrate that the applicant meets the minimum qualifications for the position. If the applicant is unable to apply online, paper applications can be obtained from the link below or mailed to MSDE Office of Human Resources, c/o Marcia Cooper Stokes, 200 W. Baltimore Street, Baltimore, MD 21201. If there is a supplemental questionnaire, this must be completed and sent in with your paper application, if you are unable to apply online.

All application materials must be received in our office by the closing date. Postmarks will not be accepted. Applications must be complete to be considered including all related job duties, even if those are also listed on an attached resume. Additional required materials may be uploaded with the online application, submitted to the fax number, or mailed to the address listed.

Inquiries can be made to 410-767-0571, TDD 410-333-3045. Appropriate accommodations can be made for individuals with disabilities.

If you have difficulty with your user account or have general questions about this online application system, please contact the MD Department of Budget and Management, Recruitment and Examination Division at 410-767-4850. TTY Users: Call via Maryland Relay.

Proof of eligibility to work is required in compliance with the Immigration Reform and Control Act. Any misrepresentation of academic or experience requirements for this position may result in non-selection or termination of employment.

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.




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