ADMINISTRATOR III SUPERVISOR Complaints Supervisor

State of Maryland; Maryland; Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible hours

Hybrid teleworking

Paid holidays 12-13 per year

Generous leave package

State employee benefits

Job summary

The Maryland Department of Labor is seeking a Complaints Supervisor for the FAMLI Division to oversee Complaint Investigators and ensure investigations into potential Maryland Family and Medical Leave Insurance violations are handled lawfully and efficiently.

Responsibilities include supervising teams, guiding complex investigations, coordinating with Appeals, Customer Care, and Legal Counsel, and advancing process improvements while mentoring staff and ensuring compliance with agency standards.

Qualifications

• High school graduation or equivalency.
• Six years of administrative staff or professional work.
• Substitutions with college credits, degrees, or military service may apply per agency policy.

Responsibilities

• Supervise Complaint Investigators and review investigative strategies and reports.
• Coordinate with internal and external stakeholders to ensure timely investigations.
• Oversee compliance with statutes, regulations, and agency policy and support mediation and enforcement.

Job description

Introduction

Maryland’s Family and Medical Leave Insurance (FAMLI) program makes sure all workers in Maryland have paid time off for medical and family reasons. FAMLI is a social insurance system covering 2.6 million workers and 180,000 employers, delivered as a digitally native, public-facing service. We’re in the early stages of building something as big and as far reaching as unemployment insurance or a new health department. We know that delivering services primarily through a website, over the Internet, is a new way of doing business in government. The Complaints Manager is a senior leader within the Complaints Unit of the Family and Medical Leave Insurance (FAMLI) Division at the Maryland Department of Labor (MD Labor). The position is responsible for the management, administration, and operational oversight of the Complaints Unit, and exercises substantial independent judgment in the interpretation and application of Maryland’s law, regulations, policies, and procedures.

GRADE

Grade 18

LOCATION OF POSITION

100 S. Charles Street, Baltimore, MD

Main Purpose of Job

The Complaints Supervisor is a supervisory level position within the Complaints Unit of the Family and Medical Leave Insurance (FAMLI) Division at the Maryland Department of Labor (MD Labor). The position supervises Complaint Investigators responsible for investigating alleged violations of Maryland's Family and Medical Leave Insurance law. The Complaints Supervisor directs the daily operations of one or more investigative teams by assigning and reviewing work, ensuring compliance with statutory requirements and investigative standards, monitoring performance, and providing technical guidance on complex investigations and mediation activities. The position exercises considerable independent judgment to ensure investigations are conducted in a timely, legally sufficient, and consistent manner and collaborates with Appeals, Customer Care, Employer Services, Program Integrity, Insurance Plan Compliance, Assistant Attorneys General, and other Division partners to support audits, fraud investigation, complaint resolution, and enforcement activities. In addition to supervising investigative staff, the position contributes to operational planning, quality assurance, business process improvement, development of investigative procedures, implementation of new technology, and continuous improvement of the case management system. Due to the legal complexity of the work, the requirement to analyze and interpret statutes and regulations, evaluate evidence, oversee investigations involving potential legal violations, and support enforcement and adjudicatory proceedings, a Juris Doctor degree is preferred.

POSITION DUTIES

Duties of this position include but are not limited to:

40% - Supervision and Oversight of Complaint Investigations

• Plan, organize, assign, prioritize, and supervise the daily activities of Complaint Investigators responsible for investigating alleged violations of Maryland's Family and Medical Leave Insurance law.
• Review investigative strategies, investigative plans, evidence, findings, and recommendations to ensure legal sufficiency, consistency, and compliance with statutes, regulations, and agency policy.
• Monitor investigative inventories and redistribute workloads to ensure compliance with statutory timelines, operational priorities, and service-level expectations.
• Provide technical oversight and guidance on complex investigations involving retaliation, interference, fraud, systemic violations, job protection, or other significant legal issues.
• Review and approve investigative reports and recommendations prior to referral for mediation, enforcement, administrative Orders, or adjudication.
• Resolve escalated procedural, evidentiary, and operational issues arising during complaint investigations and mediation activities.
• Ensure consistent application of investigative standards, due process requirements, and enforcement policies across assigned investigative teams.
• Monitor compliance with agency Orders and oversee follow-up enforcement activities involving continued noncompliance or repeat violations.
• Analyze complaint trends, investigation outcomes, and quality assurance findings to identify operational risks and recommend improvements to investigative practices.
• Coordinate investigative activities with Appeals, Program Integrity, Employer Services, Insurance Plan Compliance, Legal Counsel, Assistant Attorneys General, and other internal and external stakeholders to ensure consistent statewide administration of the FAMLI complaints program.
• Assess whether complaints are appropriate for informal resolution, formal mediation, or continued investigation.
• Facilitate informal mediation between complainants and respondents to resolve disputes prior to formal adjudication.

25% - Team Leadership and Performance Management

• Supervise, coach, mentor, and evaluate Investigator Leads, Investigator IIs, and Investigator Is.
• Develop onboarding and ongoing training for investigative staff.
• Conduct quality assurance reviews to identify trends, training needs, and opportunities for improvement.
• Conduct performance evaluations and recommend personnel actions.
• Promote consistent application of investigative standards across assigned teams.

15% - Program Administration and Process Improvement

• Implement complaint investigation policies, SOPs, desk guides, quality assurance standards, and investigative best practices.
• Recommend improvements to investigative processes, workflows, staffing models, and operational procedures.
• Participate in development of complaint investigation manuals, templates, forms, and correspondence.
• Assist with implementation of new regulations, operational policies, and business procedures.

10% - Interagency Collaboration

• Coordinate investigative activities with Appeals, Program Integrity, Employer Services, Insurance Plan Compliance, Claims Administration, Customer Care, Policy, Legal Counsel, and Digital Services.
• Ensure complaints requiring hearings, mediation, or enforcement are referred accurately and timely.
• Participate in cross-functional operational workgroups supporting program implementation and continuous improvement.
• Serve as a subject matter expert regarding complaint investigations.

10% - Technology, Reporting, and Quality Assurance

• Monitor operational metrics related to timeliness, productivity, investigative quality, and customer service.
• Review complaint trends and recommend operational improvements.
• Participate in development and testing of complaint management workflows, business requirements, and system enhancements.
• Prepare reports.

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

• Candidates may substitute 30 college credit hours from an accredited college or university for each year up to four years of the required experience.
• 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.
• Candidates may substitute the possession of a Master's degree from an accredited college or university for the required experience.
• 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 in paid family and medical leave, unemployment insurance, workers' compensation, disability insurance, labor standards, employment law, insurance regulation, or other public benefits administration programs is preferred. A Juris Doctor degree is preferred. Starting up new government programs is preferred.

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.

Special Requirements

All candidates are subject to a background check against files maintained by the MD Department of Labor's Division of Unemployment Insurance (MD Labor/DUI) to determine whether any monies are owed to 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

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)
• 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

Maryland Department of Labor, Licensing and Regulation is an equal opportunity employer. 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.