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Constituent Services Manager

PROGRAM MANAGER II

Recruitment #25-005477-0006

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Introduction

The Maryland Department of Labor is seeking an experienced constituent services manager who will report to the Office of the Secretary. This role is essential for managing inquiry intake and response work via email, phone, and the Governor’s Office and delivering responsive and professional customer service. This position also involves managing the Public Information Act (PIA) requests.

This is a management service position that serves at the pleasure of the appointing authority.

GRADE

20

LOCATION OF POSITION

Office of the Secretary
100 S. Charles Street
Baltimore, Maryland 21201

Main Purpose of Job

The Constituent Service Manager is responsible for managing the constituent service inquiry intake and response work received by way of email, phone, or the Governor’s Office and delivering responsive and professional customer service. The position manages the Public Information Access inbox for the agency and serves as a liaison connecting constituents to the correct division or office.

POSITION DUTIES

Duties include, but are not limited to: 

Inquiry Intake & Response
  • Oversee the receipt, tracking, and resolution of inquiries from the public, businesses, and other stakeholders.
  • Ensure timely and accurate responses to inquiries, collaborating with departmental liaisons to provide clear and consistent communication. 
  • Develop and maintain standardized response templates and ensure proper messaging aligns with department policies. 
  • Identify trends in public inquiries to improve internal processes and communication strategies. 
  • Coordinate incoming requests from the Governor’s Office of Correspondence and Constituent Services on behalf of the agency. 
  • Analyze the Governor’s Customer Service survey reports and distribute them to the relevant divisions with recommendations on improving customer service.
Public Information Act (PIA) Requests
  • Serve as the primary point of contact for all Public Information Act (PIA) requests.
  • Direct request to the designated PIA staff within the appropriate division. 
  • Work closely with legal and departmental teams to ensure timely responses to PIA requests.
  • Maintain detailed records of all PIA requests and responses to ensure accuracy, timeliness, and legal compliance.
  • Assist in developing best practices to streamline the handling of information requests and reduce response times.

MINIMUM QUALIFICATIONS

Education:
Bachelor’s degree in public administration, communications, political science, English, or a related field.

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.

  • Proven ability to manage public inquiries and response coordination.
  • Demonstrated experience handling complex constituent issues with professionalism and accuracy.
  • Knowledge of the Public Information Act (PIA) and the process of handling PIA requests.
  • Strong written and verbal communication skills with the ability to craft clear and effective responses.
  • Excellent interpersonal skills for interacting with a wide range of stakeholders, including the public, government agencies, and internal teams.
  • Ability to track and manage multiple inquiries and requests simultaneously.
  • Detail-oriented with strong problem-solving skills to resolve constituent concerns.
  • Familiarity with case management software and tools used to track and respond to inquiries.
  • Ability to work closely with colleagues across MD Labor’s divisions to address public concerns.

SPECIAL REQUIREMENTS

All candidates are subject to a background check against files maintained by the Division of Unemployment Insurance (MD Labor/DUI) to determine whether any monies are owed to MD Labor/DUI as a result of unemployment insurance overpayment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment.

SELECTION PROCESS

Applicants must provide sufficient information on the application to show they meet the qualifications for this recruitment. 

All information concerning the qualifications, including any required documentation (diploma, transcript, certificate, etc.), must be submitted and received by the closing date. Information submitted after this date will not be considered. Applications that meet minimum and/or selective qualifications will be referred to the hiring unit for interview selection. Units will select those candidates most closely demonstrating the qualifications for interview.

You may submit a resume with your application.

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

This is a full-time, permanent position and eligible for full state benefits, which include:

Flexible hours and hybrid teleworking

Paid holidays 12-13 per year

Generous paid leave package (annual, sick, personal and compensatory leave)

State Pension ("defined benefit" plan)

Tax-deferred supplemental retirement savings plans (401(k) and 457)

Free parking

Comprehensive, subsidized health, dental and prescription plans with little to no deductibles, free generic prescriptions, and free preventative health services

Flexible Spending Account plans for Health Care and Daycare

State Employees Credit Union


To learn more, please click this link:

STATE OF MARYLAND BENEFITS

FURTHER INSTRUCTIONS

U.S. Military Veterans may qualify for additional bonus points towards certification. Any job offer will be contingent on the candidate providing a U.S. Military Form DD 214 verifying honorable discharge from service prior to starting employment (and may be requested prior to interview). Permanent State employees do not need to submit proof of veterans’ status. 

If you are unable to apply online or encounter difficulty attaching required or optional 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 on any documentation to ensure timely processing.

PLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION

Completed applications, required documentation, and any required addendums may be mailed to:

MD LABOR/Office of Administration
Attn: Ernestine Hyman  25-005477-0006 
100 S. Charles Street, Tower 1, Suite 5000
Baltimore, MD 21201

The MD State Application Form can be found online

For additional information, please contact Ernestine Hyman at 410-230-6298 or via email ernestine.hyman1@maryland.gov.

The Maryland Department of Labor is an equal opportunity employer and encourages candidates from diverse backgrounds to apply. It is the policy of MD LABOR that all persons have equal opportunity and access to employment opportunities, services, and facilities without regard to race, religion, color, sex, age, national origin or ancestry, marital status, parental status, sexual orientation, disability, or veteran status.




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