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Statewide Family Investment Administration (FIA) Ombudsman

HUMAN SERVICE ADMINISTRATOR I

Recruitment #24-001533-0005

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Introduction


 
When you join the Maryland Department of Human Services (DHS), you join a team of more than 5,000 employees across the state dedicated to positively changing the lives of more than 1 million Marylanders each year. We do this by providing economic support, preventive services, and caring for children and adults.
 
We aim to deliver services so that we more quickly meet the needs of the people we serve. At DHS, we grapple with hard questions to find new ways to foster a culture of bold innovation. We do this to ensure that in Maryland, we leave no one behind. 

This is a full-time contractual position

This is a repost.  
 

GRADE

17

LOCATION OF POSITION

Maryland Department of Human Services
Family Investment Administration/Office of Operations
25 S. Charles  Street
Baltimore, MD 21201

Main Purpose of Job

This position serves as Statewide Family Investment Administration (FIA) Ombudsman for the Department of Human Services (DHS) Family Investment Administration (FIA). The incumbent is the first contact resolution for all MD Sun Bucks escalated customer inquires. The incumbent functions as a neutral arbiter and the primary contact within FIA for Maryland citizens who seek solutions to issues with the delivery of services or escalated customer service concerns regarding statewide programs administered by DHS/FIA. The incumbent responds to problems, complaints or concerns received from citizens across the State of Maryland and seeks to resolve them. Position Duties: The incumbent supervisors staff who will investigate, reviews, intervenes, responds and resolve inquiries, concerns, or complaints received electronically, telephonically, verbally, or in writing regarding the Department of Human Services family Investment Administration’s (DHS/FIA) programs and DHS Call Center, from customers, legislators and other State and Community Based Organizations; evaluates their needs, contacts the appropriate human services agency and conducts follow-up to ensure an appropriate resolution; determines the use of additional supportive services (within their community or through other State services) in the event customers do not meet the criteria for assistance through FIA services. Prepares reports, tracks inquiries, monitors concerns, and complaints; identifies problems, patterns, trends and provides recommendations for improvements and manages issues that require improvement. Manage and Monitor customer service performance compliance of MD Sun Bucks programs and MD Sun Bucks Hotline. Address MD Sun Bucks related customer concerns. Prepares responses to written correspondences from customers regarding the outcome of the investigation and/or review for the signature of the Governor, Secretary, Executive Director of FIA and other departmental staff. The written responses also include the resolution and any other supportive information for the customer. Develops and maintains current reference files of information regarding programs and eligibility requirements of the DHS/FIA program and other related human service agencies and organizations in Maryland. The incumbent must stay current on policy changes and new program availability, as well as changes in the Eligibility and Enrollment (E/E) System. Also, maintains access to all eligibility and clearance systems.

POSITION DUTIES

  • Supervisors staff who will investigate, reviews, intervenes, responds and resolve inquiries, concerns, or complaints received electronically, telephonically, verbally, or in writing regarding the Department of Human Services family Investment Administration’s (DHS/FIA) programs and DHS Call Center, from customers, legislators and other State and Community Based Organizations; evaluates their needs, contacts the appropriate human services agency and conducts follow-up to ensure an appropriate resolution; determines the use of additional supportive services (within their community or through other State services) in the event customers do not meet the criteria for assistance through FIA services.

  • Prepares reports, tracks inquiries, monitors concerns, and complaints; identifies problems, patterns, trends and provides recommendations for improvements and manages issues that require improvement.

  • Manage and Monitor customer service performance compliance of MD Sun Bucks programs and MD Sun Bucks Hotline. Address MD Sun Bucks related customer concerns.

  • Prepares responses to written correspondences from customers regarding the outcome of the investigation and/or review for the signature of the Governor, Secretary, Executive Director of FIA and other departmental staff. The written responses also include the resolution and any other supportive information for the customer.

  • Develops and maintains current reference files of information regarding programs and eligibility requirements of the DHS/FIA program and other related human service agencies and organizations in Maryland. The incumbent must stay current on policy changes and new program availability, as well as changes in the Eligibility and Enrollment (E/E) System. Also, maintains access to all eligibility and clearance systems.

MINIMUM QUALIFICATIONS

Experience: Eight years of experience, four years of experience in the administration of a human services program or experience conducting studies and analyses of programs, procedures, practices and organizations and an additional four years of professional or technical experience in the administration of a human services program or experience conducting studies and analyses of programs, procedures, practices and organizations.

Notes:

1. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university and four years of experience in the administration of a human services program or experience conducting studies and analyses of programs, procedures, practices and organizations for the required experience.

2. Candidates may substitute graduate level education at an accredited college or university in a human services related field at the rate of 30 credit hours on a year-for-year basis for up to six years of the required experience.

3. Candidates may substitute U.S. Armed Forces military experience as a commissioned officer in Administrative Officer classifications or Administrative Officer specialty codes in the General, Administrative, Clerical and Office Services field of work on a year-for-year basis for the required experience.

SELECTIVE QUALIFICATIONS

One year of the required experience must have been in a Family Investment program.

DESIRED OR PREFERRED QUALIFICATIONS

The ideal candidate will possess the following:

One year of mediation service experience.
One year of customer service experience.

SELECTION PROCESS

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment.  We will not consider information submitted after this date.  Successful candidates will be placed on the employment (eligible) list.  The resulting list may be used for future vacancies with this agency or other state agencies.

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

The online application process is STRONGLY preferred. If you are unable to apply online, you may mail a paper application and supplemental questionnaire to, Department of Human Services, Employment Services, Attention: Stacey Nelson, 25 South Charles St, Room 1116-L, Baltimore, Maryland 21201.

If you have any questions concerning the recruitment process for this position, please email Stacey Nelson at stacey.nelson1@maryland.gov; include the job title and recruitment # in the subject line.

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 Application.Help@maryland.gov.

TTY Users: call via Maryland Relay.

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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