Constituent Experience Administrator (ADMINISTRATOR I)

State of Maryland - DHS - Office of the Secretary; Baltimore (MD); On-site; USD 55,000 - 72,000; Full time

Benefits offered by this job

Telework possible

Job summary

Maryland Department of Human Services seeks a Constituent Experience Administrator to address complaints and assist eligible customers. You will serve as a liaison among DHS customers, state and federal agencies, and community organizations, handling time-sensitive inquiries and drafting official correspondence.

The role involves representing DHS at public events and promoting program information, with a focus on strong customer service and effective workflow coordination within the Office of

Qualifications

• Minimum: high school diploma or equivalent; four years of administrative staff or professional work.
• Substitutions allowed: 30 college credit hours per year of experience; Bachelor's or Master's degree may substitute.
• Candidates with strong customer service and liaison experience preferred.
• Experience in public service environments is a plus.

Responsibilities

• Intervenes on behalf of individuals eligible for a service after unsuccessful attempts to obtain it.
• Acts as liaison between DHS customers and State, Federal, and community organizations.
• Handles time-sensitive inquiries, escalations, and complaints.
• Composes letters for signature by Governor, Secretary, and DHS staff within 1–2 days.
• Visits local offices and community partners to strengthen relationships with frontline agencies.

Skills

Customer service

Liaison with stakeholders

Process improvement

Public service

Communication

Education

High school diploma or equivalent

Bachelor's degree substituted for experience

Master's degree substituted for experience

Military service experience substituted for experience

Tools

Google Workspace

Job description

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.

GRADE

STD0016

LOCATION OF POSITION

Maryland Department of Human Services

Office of Constituent Experience

25 S. Charles Street

Baltimore, MD 21201

Main Purpose of Job

As a Constituent Experience Administrator for the Office of Constituent Experience, this position 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. The Office of Constituent Experience provides DHS program information to customers who access the Department through various methods: telephone, written correspondence, walk-in, e-mail, social media, community outreach, and referrals from other agencies and political officials.

This role represents the Department of Human Services (DHS) at community outreach events, including conferences, conventions, festivals, information fairs, churches, and other public events. To promote public awareness of DHS programs and services by providing information, responding to inquiries, and distributing outreach materials.

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.
• Handles time sensitive customer inquiries, escalations and complaints.
• Respond to and prepare letters and other written correspondence (within 1-2 days) for signature of the Governor, Secretary, DHS and other departmental staff to Maryland citizens who have lodged complaints, expressed concerns or who want to seek solution to problems related to the delivery of services by the Department of Human Services.
• Visits and meets with staff from the local Department of Social Services, Federal, State, and local agencies, and community-based organizations to foster better relationships between the Department, front line human services organization and our customers.

MINIMUM QUALIFICATIONS

Applicants must meet all minimum (and selective) qualifications to be considered, and to appear on the list of people eligible for hire. Please read all requirements before applying.

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

Experience: Four years of administrative staff or professional work.

• 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.

DESIRED OR PREFERRED QUALIFICATIONS

• One year of experience providing high quality customer service and constituent/customer support including resolving customer, employee, or stakeholder concerns and conflicts.
• One year of experience serving as a liaison between multiple teams, departments, or stakeholder groups.
• One year of experience developing or improving operational processes and communication workflows.
• One year experience using Google Workspace and other business productivity applications.
• Experience working in a public service environment.

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. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.

If you are in State service and is a promotional candidate, your salary will be determined in accordance with State of Maryland guidelines.

EXAMINATION PROCESS

The examination will consist of a rating of your education, training, and experience as presented on your application and as they relate to the requirements of the position. You may be asked to complete a supplemental questionnaire. The supplemental questionnaire may be used as part of the rating process. Therefore, it is important that you provide complete and accurate information on your application.

For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service is required prior to hire.

BENEFITS

As an employee of the State of Maryland, you will have access to outstanding benefits, including: health insurance, dental, and vision plans offered at a low cost. STATE OF MARYLAND BENEFITS

• Personal Leave- new State employees are awarded six (6) personnel days annually (prorated based on start date).
• Annual Leave – ten (10) days of accumulated annual leave per year.
• Sick Leave – fifteen (15) days of accumulated sick leave per year.
• Parental Leave – up to sixty (60) days of paid parental leave upon the birth or adoption of a child.
• Holidays – State employees also celebrate at least twelve (12) holiday per year.
• Pension – State employees earn credits towards a retirement pension.
• Positions may be eligible for telework.

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.