ADMINISTRATOR II SUPERVISOR (DDA CONSTITUENT SERVICES LEAD)

Maryland AG; Baltimore (MD); On-site; USD 60,000 - 75,000; Full time

Job summary

Maryland Department of Health's Developmental Disabilities Administration seeks a Constituent Services Lead in Baltimore to coordinate and respond to inquiries about DDA programs and policies. You will work with leadership and regional staff to route, track, and resolve issues, elevating matters that require executive attention.

You will identify trends, improve communication, and support constituent service processes to enhance responsiveness and the overall constituent experience.

Qualifications

• Experience in coordinating constituent services or customer-facing programs.
• Ability to resolve complex or sensitive constituent concerns.
• Proven ability to prepare reports and briefing materials for leadership.

Responsibilities

• Coordinate, manage, and respond to constituent inquiries and concerns regarding DDA programs and services.
• Serve as a primary contact for individuals, families, advocates, and stakeholders.
• Route, track, and resolve inquiries in a timely, professional manner; escalate matters as needed.

Skills

Constituent services

Customer service

Case management

Public-sector programs knowledge

Communication skills

Data tracking and reporting

Education

High school diploma or GED

Bachelor's degree substitute option

Job description

GRADE

STD0017

LOCATION OF POSITION

MDH, Developmental Disabilities Administration, Baltimore, MD

MAIN PURPOSE OF JOB

This position will serve within the Developmental Disabilities Administration (DDA) to coordinate, manage, and respond to constituent inquiries and concerns related to DDA programs, services, policies, and operations. The position serves as a key point of contact for individuals receiving or seeking DDA services, families, advocates, legislators, community organizations, providers, and other stakeholders. The position supports DDA’s commitment to responsive, accessible, and high-quality customer service by ensuring constituent inquiries are appropriately reviewed, routed, tracked, and resolved in a timely and professional manner. The Constituent Services Lead works closely with DDA leadership, regional offices, program staff, and other Maryland Department of Health (MDH) offices to identify issues, facilitate communication, coordinate responses, and elevate matters requiring leadership attention. This position also supports the development and improvement of DDA constituent services processes, including tracking trends in inquiries and identifying opportunities to improve communication, responsiveness, and the constituent experience. This position reports to DDA’s Office of External Affairs and works in coordination with the MDH Office of Constituent Services.

MINIMUM QUALIFICATIONS

• Education: Graduation from an accredited high school or possession of a high school equivalency certificate.
• Experience: Five 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 one year 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 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

• Experience managing or coordinating constituent services, customer service, case management, complaint resolution, or related public-facing programs.
• Supervisory experience, including assigning and reviewing work, training staff, evaluating performance, and addressing performance or procedural issues.
• Experience resolving complex, sensitive, or high-priority constituent concerns and exercising sound judgment regarding escalation and disposition.
• Knowledge/Experience of public-sector programs, policies, procedures, and organizational structures, preferably within health, human services, disability services, or Medicaid.
• Experience analyzing case trends and constituent feedback to identify systemic issues, service barriers, and opportunities for process improvement.
• Experience preparing reports, briefing materials, and recommendations for leadership and maintaining accurate case management and correspondence records.

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

Applicants who meet the minimum (and selective) qualifications will be included in further evaluation. The evaluation may be a rating of your application based on your education, training and experience as they relate to the requirements of the position. Therefore, it is essential that you provide complete and accurate information on your application. Please report all related education, experience, dates and hours of work. Clearly indicate your college degree and major on your application, if applicable. For education obtained outside the U.S., any job offer will be contingent on the candidate providing an evaluation for equivalency by a foreign credential evaluation service prior to starting employment (and may be requested prior to interview). Complete applications must be submitted by the closing date. Information submitted after this date will not be added. Incorrect application forms will not be accepted. Resumes will not be accepted in lieu of a completed application. Candidates may remain on the certified eligible list for a period of at least one year. The resulting certified eligible list for this recruitment may be used for similar positions in this or other State agencies.

BENEFITS

STATE OF MARYLAND BENEFITS