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Program Operations Manager/Contractual

ADMINISTRATOR V

Recruitment #26-003184-0003

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Introduction


The Maryland Department of Labor (MD Labor) is seeking an experienced operational professional to serve as a program operations manager for its federal worker loan programs. The position will assist in implementing two new loan programs serving Maryland’s federal workers: the Federal Worker Emergency Loan Program for former federal employees terminated due to mass layoff events and the Federal Shutdown Loan Program for “excepted” workers (also called essential), who must work through a federal shutdown but do not receive a paycheck during the closure. 

This is a contractual position that will require a background check.

GRADE

20

LOCATION OF POSITION

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

Work Schedule: Hybrid Telework

Main Purpose of Job

This position is critical to the Office of the Secretary, serving as the central driver of the department’s and governor’s commitment to providing a loan program for employees impacted by recent federal changes.

POSITION DUTIES

Duties of this position include, but are not limited to:

Application processing implementation: Assist in program administration to ensure a user-friendly application experience, high-quality customer service, timely and accurate eligibility assessment, prevention of fraud, timely loan payments, an efficient appeals process, and maximization of loan repayment.

Data management: Assist in ensuring timely and accurate processing of files used for eligibility determination, loan payment, and loan repayment.

Program reporting: Assist in tracking daily progress to inform program adjustments and to keep agency and state leadership apprised of program impact.

Customer support: Assist in the resolution of complex customer support cases.

Operations support: Assist with essential administrative activities, including invoicing, contracting, and staff onboarding.

MINIMUM QUALIFICATIONS

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

Experience: Six years of administrative staff or professional work.

Notes:

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

2. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university and two years of experience in administrative staff or professional work for the required experience.

3. Candidates may substitute the possession of a master's degree from an accredited college or university for five years of the required experience.

4. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures, and processes, or overseeing or coordinating unit operations, or functioning as a staff assistant to a higher-ranking commissioned officer on a year-for-year basis for the required experience.

DESIRED OR PREFERRED QUALIFICATIONS

Preference will be given to applicants who possess the following preferred qualifications.  Include clear and specific information on your application regarding your qualifications.

  • 5 years of experience in program administration 
  • Bachelor's degree in Public Policy, Business Administration, or other related field
  • Operational expertise: Experience administering complex programs, particularly those requiring eligibility determination, fraud prevention, and fast-paced execution, and those involving a high level of public scrutiny. 
  • Data and performance management expertise: Experience with data file transfers and program performance monitoring.
  • Analytical & problem-solving abilities: Ability to identify areas of weakness, anticipate challenges, and develop proactive solutions that enable reliable, effective program operations
  • Attention to detail and organizational skills: Ability to take accurate and thorough notes, identify and correct errors in written materials, and manage complex task lists.       
  • Flexibility & adaptability: Comfort working in a dynamic, fast-paced environment with shifting priorities and urgent response needs.
  • Strong communication skills: Ability to communicate clearly and effectively in verbal and written form with program customers and with a multidisciplinary operational team.
  • Advanced knowledge of the following platforms preferred: Google Workspace (including Sheets), project management platforms, case management platforms, Microsoft Excel, Power BI, Tableau, and/or design tools, such as Figma and Miro. 

LICENSES, REGISTRATIONS AND CERTIFICATIONS

Employees in this classification may be assigned duties that 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.

SPECIAL REQUIREMENTS

Personnel employed in this classification may have access to federal tax information and must undergo a state and FBI criminal background check as a condition of employment.

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

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.

Resumes are acceptable.

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. 

For positions that require Bachelor/Master Degree etc:
Educational credentials from foreign countries must be evaluated by an approved education review service. This evaluation must be submitted prior to hire. For further information, you may call International Consultants of Delaware, Inc. at (302) 737-8715 or World Education Services Inc. at 1-800-932-3897 or (202) 331-2925. 

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.

***Please note that your answers on the supplemental questionnaire must correspond to the information provided on your application to receive credit. 

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 for paying the full premium for these benefits. 

Leave may be granted to a contractual employee at a rate of one hour for every 30 hours worked, not to exceed 40 hours per calendar year.

FURTHER INSTRUCTIONS

The online application is STRONGLY preferred. However, if you are unable to apply online or are having difficulty with your login or password, please contact DBM's Helpdesk directly at (410) 767-4850 (8:00 AM to 5:00 PM daily, except for holidays and weekends). After business hours, please submit an email request to Application.Help@maryland.gov.

If you encounter difficulty attaching required or optional documentation, you may submit it via mail or deliver it in person. Please be sure to include your name, identification number (Easy ID#), and job announcement number on any documentation to ensure timely processing.  

We thank our veterans for their service to our country and encourage them to apply. 
If you are seeking veteran's preference, please submit a copy of your DD-214. 

The paper application must be received by 5 pm, close of business, on the closing date for the recruitment; no postmarks will be accepted. Incorrect application forms will not be accepted.  

PLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION 

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

Maryland Department of Labor/Office of Administration 
Attn: Ernestine Hyman 26-003184-0003
100 S. Charles Street, 5th Floor 
Baltimore, MD 21201    

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

The MD State Application Form can be found online.  

The Maryland Department of Labor is an equal opportunity employer. It is the policy of 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.



Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet. Apply Online
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.
Apply via Paper Application. You may also download and complete the Paper Application here.

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