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Ombuds – Hispanic Liaison

ADMINISTRATOR I

Recruitment #25-002586-0044

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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. 
 

GRADE

16

LOCATION OF POSITION

Maryland Department of Human Services
Constituent Services Office
25 South Charles Street
Baltimore, MD 21201

Main Purpose of Job

As an Ombuds for the Constituent Services Office, this position also intervenes on behalf of persons whose attempt to secure a service has been unsuccessful when it appears that the individuals are eligible for the service being sought. This involves customer complaints (such as misapplied policy, appeal rights, complaints against workers) that need to be resolved through direct contact with the local department of social services managers and/or supervisors, as well as other state and community-based organizations. Inquiries are received from the Governor’s Office, Secretary’s Office, Legislature, City and Federal officials. Constituent Services provides DHS program information to customers who access the Department through various methods: telephone, written correspondence, walk-in, e-mail, community outreach, and referrals from other agencies and political officials. 
This position will also serve as a Hispanic liaison including translation and interpreter services focusing on Spanish for the Department of Human Services Central Office, Constituent Services Office. Will translate departmental communications to Spanish in plain speak. Perform interpreter services for Spanish customers seeking assistance contacting the Constituent Services Office. The role will track Limited English Proficiency (LEP) customer complaints. All complaints and customer inquiries will be recorded via the Department’s Customer Relationship Management (CRM) software/database. 

POSITION DUTIES

  • Intervenes on behalf of persons whose attempt to secure a service has been unsuccessful when it appears that the individuals are eligible for the service being sought.
  • Serves as the liaison between the Department’s customers and various State, Federal, and community organizations.
  • Meet deadlines and maintain quality standards.
  • Providing translation and interpreter services for the Department and for customers contacting the Constituent Services Office for assistance.
  • Responsible for supporting translation of Departmental publications, website program information, and Communication and correspondence documents from English to plain speak Spanish.

MINIMUM QUALIFICATIONS

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

Experience: Four years of administrative staff or professional work.

Notes:

1. Candidates may substitute 30 college 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 for the required experience.

3. Candidates may substitute the possession of a Master's degree from an accredited college or university for 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.

SELECTIVE QUALIFICATIONS

Must be able to write and speak fluently in Spanish.

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.

  • One year of experience in a Family Investment Program.
  • One year of experience working with the public via the telephone, in person, and/or through written correspondence.
  • One year of experience with Microsoft Office programs and Google Suites.
  • Experience working in a fast-paced, customer-focused, team-oriented workplace.

LICENSES, REGISTRATIONS AND CERTIFICATIONS

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.

SELECTION PROCESS

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment.  Successful candidates will be placed on the eligible (employment) list for at least one year.

All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date.

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: Heather Braddy, 25 S. Charles Street, 11th floor, Baltimore, Maryland 21201.
If you have any questions concerning the recruitment process for this position, please email Heather Braddy at heather.braddy2@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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