Community Services Aide II, Grade 16

Montgomery Co; Rockville (MD); On-site; USD 59,000 - 78,000; Full time

Job summary

Montgomery County Department of Transportation is hiring for a Community Services Aide II to support the Medical Assistance Transportation Program, serving Medicaid recipients needing medically necessary transportation. You will assist with eligibility, scheduling, records, and liaison with providers in a fast-paced environment.

Two years of social health/public assistance experience and a high school diploma are required.

Qualifications

• Proven experience providing social health/public assistance services.
• Experience with high-volume client interactions and multitasking in fast-paced environments.
• Strong communication skills and ability to interact with diverse populations.
• Knowledge of confidentiality requirements including ADA/HIPAA.

Responsibilities

• Manage high-volume client interactions and multitask efficiently in a team setting.
• Demonstrate reliability, punctuality, and accountability for schedules and deadlines.
• Provide courteous, empathetic support to individuals facing hardships or health challenges.
• Maintain confidentiality and ensure compliance with ADA/HIPAA and state/county regulations.
• Screen applicants, determine eligibility, and approve Medical Assistance Transportation Program applications.

Skills

Microsoft Office

Excel

Customer service

Communication

Education

High school diploma

Job description

Please note: The salary range above represents the earning potential for this position. The anticipated hiring range for this position will be $59,237 to $78,247, based on the candidate’s qualifications and experience.

WHO WE ARE

The mission of the Montgomery County Department of Transportation (MCDOT) is to move people and connect places with seamless, equitable transportation options that are safe, environmentally responsible, and support economic growth and vibrancy in Montgomery County. The Department has five divisions: Highway Services, Parking Management, Transit Services, Traffic Engineering and Operations, and Transportation Engineering. We are a large organization with over 1,200 employees and a dedicated County budget of $300 million.

The Division of Transit Services coordinates transit services in Montgomery County. Transit fulfills an essential mobility mission for the County, connecting people, communities, workplaces, educational institutions, recreational opportunities, and many other destinations. The Division employs 850+ people and operates nearly 400 buses on 80+ fixed routes throughout Montgomery County. The Division plans, schedules, and manages the County's Ride On bus system, consisting of County-owned and operated buses. Ride On carries roughly 18 million riders annually.

WHO WE ARE LOOKING FOR

The Montgomery County Department of Transportation (MCDOT), Transit Services Division, is seeking a Community Services Aide II position within the Division of Transit Services, Medical Assistance/Medicaid Transportation Unit. This unit administers the Medical Assistance Transportation Program, which provides last resort transportation for Montgomery County residents who are Medicaid recipients and need access to medically necessary healthcare services. The program supports ambulatory, wheelchair, and stretcher-bound clients who have no other safe or appropriate means of transportation to their medical appointments or whose medical or physical conditions prevent them from using available transit options.

This position involves high-volume client interaction and requires heavy multitasking in a fast-paced service environment. The Community Services Aide II plays a key role in helping participants navigate eligibility requirements, access transportation, and obtain assistance efficiently and accurately.

The Community Services Aide II supports Montgomery County’s Medical Assistance Transportation Program by ensuring Medicaid-eligible residents access medically necessary healthcare through safe, reliable, and appropriate transportation. You assist clients with diverse mobility and health needs, manage high-volume interactions, and help maintain program accuracy, efficiency, and compliance. Your work strengthens service delivery through thorough eligibility screening, accurate record management, effective coordination with transportation providers, and compassionate customer service in a fast-paced environment.

Duties include, but are not limited to:

• Managing high-volume client interactions and multitasking efficiently in a fast-paced, team-oriented environment with frequent interruptions.
• Demonstrating reliability, punctuality, and accountability in meeting schedules, procedures, and deadlines.
• Providing professional, courteous, and empathetic support to individuals experiencing financial hardship, medical challenges, mental-health conditions, or physical disabilities.
• Maintaining strict confidentiality and ensuring compliance with ADA/HIPAA privacy requirements and all applicable State and County regulations.
• Screening applicants, determining eligibility, and approving applications for the Medical Assistance Transportation Program in accordance with established criteria.
• Using Microsoft Office (especially Excel) and the Medicaid Transportation Access database to develop, track, and maintain participant records; schedule transportation; and prepare accurate participant data and program reports.
• Documenting and forwarding complaints; scanning and organizing participant documents; maintaining electronic and paper files; and preparing assigned reports.
• Scheduling transportation for medical appointments through all available communication channels and resolving daily transportation issues by coordinating with clients and vendors.
• Responding to inquiries and interacting with transportation providers, medical facilities, and client representatives in alignment with established service standards.
• Processing and reconciling provider invoices and reimbursement requests in accordance with program requirements and preparing them for review and approval.
• Supporting daily program operations by verifying transportation requests, making referrals, processing mail, preparing reports, and completing other administrative or clerical tasks as needed.
• Performs other job-related duties as assigned.

Experience

Two (2) years of experience providing delivery of social health and/or public assistance services. One year of which involved administrative support and customer service experience in responding to the public.

Education

Completion of high school or High School Certificate of completion recognized in the State of Maryland.

Equivalency

An equivalent combination of education and experience may be substituted.

Medical Exam Protocol: This position requires successful completion of a pre-employment medical evaluation, which includes a limited physical examination and drug screening.

The applications of those individuals meeting the minimum qualifications will be reviewed to determine the extent, relevance of training, and experience in the following areas:

• Experience maintaining and updating client information using Microsoft Office (especially Excel) and other database systems.

• Strong oral and written communication skills and demonstrated ability to interact effectively with the public and culturally diverse populations.
• Customer-service experience, including supporting individuals from varied backgrounds and managing high-volume client interactions in fast-paced environments.
• Experience tracking, proofing, and reconciling vendor reimbursements and handling program documentation with accuracy and attention to detail.
• Knowledge of eligibility processes and case management for governmental assistance programs.
• Strict adherence to confidentiality requirements, including ADA/HIPAA and relevant State and County regulations.