Constituent Experience Advocate

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

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