Constituent Experience Liaison & Advocate

DHS - Office of the Secretary; Baltimore (MD); On-site; USD 40,000 - 60,000; Full time

Job summary

The Maryland Department of Human Services Office of Constituent Experience seeks a Constituent Experience Administrator to advocate for individuals navigating public services. The role involves addressing complaints, handling inquiries from elected officials, and representing DHS at community outreach events.

Responsibilities include coordinating between customers and state/federal/community resources, resolving escalations, and drafting correspondence for DHS leadership.

Qualifications

• High school diploma or equivalency is required.
• Four years of administrative staff or professional work experience (or equivalent education substitution).
• Preferred: One year of high-quality customer service and constituent support experience.
• Preferred: One year of experience serving as a liaison between multiple teams or departments.
• Preferred: Experience with Google Workspace and business productivity applications.
• Valid Maryland motor vehicle operator's license may be required.

Responsibilities

• Intervenes on behalf of individuals whose attempts to secure services have been unsuccessful.
• Liaises between customers and state, federal, and community organizations to resolve issues.
• Handles customer complaints and inquiries from elected officials.
• Represents DHS at community outreach events.
• Prepares correspondence for departmental leadership and manages escalations.

Skills

Experience in administration

Customer service

Liaison across teams

Google Workspace

Education

High school diploma or equivalency

Tools

Google Workspace

Job description

The Maryland Department of Human Services Office of Constituent Experience seeks a Constituent Experience Administrator to advocate for individuals navigating public services. The role involves addressing complaints, handling inquiries from elected officials, and representing DHS at community outreach events.

Responsibilities include coordinating between customers and state/federal/community resources, resolving escalations, and drafting correspondence for DHS leadership.