Statewide Family Investment Administration (FIA) Ombudsman (ADMINISTRATOR III) - #25-002588-0030

The State of Maryland; Baltimore (MD); On-site; USD 45,000 - 70,000; Full time

Job summary

Join a dedicated team within the Maryland Department of Human Services, where your role as an Ombudsman will be pivotal in resolving customer inquiries related to energy programs. This position offers a unique opportunity to impact the lives of Maryland citizens by ensuring they receive the support they need. You will supervise a team, manage inquiries, and contribute to enhancing service delivery. With a commitment to innovation and excellence, this role provides a chance to grow professionally while making a meaningful difference in the community. If you are passionate about public service and customer support, this is the perfect opportunity for you.

Benefits

Health Insurance

Dental Insurance

Vision Plans

Annual Leave

Sick Leave

Parental Leave

Pension Plan

Telework Options

Qualifications

• Six years of administrative or professional work experience required.
• Experience in Family Investment Programs is desirable.

Responsibilities

• Supervise staff to resolve customer inquiries and complaints.
• Prepare reports and track customer service compliance.

Skills

Customer Support

Administrative Skills

Problem-Solving

Communication Skills

Education

High School Diploma

Bachelor's Degree

Master's Degree

Tools

Microsoft Word

Microsoft Excel

Google Docs

Google Sheets

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 one 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

18

LOCATION OF POSITION

Maryland Department of Human Services Family Investment Administration//Office of Home Energy Programs 25 South Charles St. Baltimore, Md 21201

Main Purpose of Job

This position serves as the State Office of Home Energy Programs Ombudsman under the Department of Human Services (DHS) Family Investment Administration (FIA) unit. The incumbent is the first contact resolution for all OHEP escalated customer inquiries. The incumbent functions as a neutral arbiter and the primary contact within OHEP for Maryland citizens who seek solutions to issues with the delivery of services or escalated customer service concerns regarding the Office of Home Energy Programs. The incumbent responds to problems, complaints or concerns received from citizens across Maryland and seeks to resolve them.

POSITION DUTIES

The incumbent will supervise staff who will investigate, review, intervene, respond, and resolve inquiries, issues, or complaints received electronically, telephonically, verbally, or in writing about the Department of Human Services Office of Home Energy Programs and the DHS Call Center. Prepare reports, track inquiries, monitor concerns and complaints, identify problems, patterns, and trends, and make recommendations for change. Manage issues that need to be improved. Manage and monitor customer service compliance with OHEP initiatives and OHEP Call Center work orders.

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: Six years of administrative staff or professional work. Notes: 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 and two years of experience in administrative staff or professional work 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

Preference will be given to applicants who possess the following preferred qualification(s). Include clear and specific information on your application regarding your qualifications. One year of experience with computer software (e.g., Microsoft Word, Excel, or Google Docs and Sheets). One year of experience offering customer support to both internal and external clients. One year of experience in Family Investment Programs with OHEP is desirable.

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. Successful candidates will be placed on the eligible (employment) list for at least one year. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. If you are in State service and are a promotional candidate, your salary will be determined in accordance with State of Maryland guidelines.

EXAMINATION PROCESS

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position.It is important that you provide complete and accurate information on your application.Please report all experience and education that is related to this position. For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service must be provided prior to hire. It is imperative to list all computer and software experience on your application pertaining to your jobduties.

BENEFITS

As an employee of the State of Maryland, you will have access to outstanding benefits, including: healthinsurance, dental, and vision plans offered at a low cost.CLICK ON THIS LINK FOR MORE DETAILS: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) holidays per year. Pension - State employees earn credit towards a retirement pension. Positions may be eligible for telework.

FURTHER INSTRUCTIONS

Online applications are STRONGLY preferred. If the online application process is not available, please send your paper application and supplemental questionnaire (if applicable) to: Department of Human Services, Examination Services Unit, Attention: Dontia Walker, 25 S. Charles Street, Suite 1100, Baltimore, Maryland 21201. Email [e-mail], toll-free: 1-800-332-6347. If you are having difficulty with your user account or have general questions about the online application system, please contact the MD Department of Budget and Management, Recruitment and Examination Division, at 410-767-4850 or [e-mail]. Do not submit unsolicited documentation. The paper application must be received by 5 PM on the closing date for the recruitment.TTY Users: call via Maryland Relay, 1-800-925-4434. As an equal opportunity employer Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity. Bilingual applicants and people with disabilities are encouraged to apply. We thank our Veterans for their service to our country and encourage them to apply.