Helpdesk Support (NCS) - Mayor's Office of Employment Development

City of Baltimore; Baltimore (MD); On-site; USD 21,000 - 39,000; Full time

Job summary

The City of Baltimore is seeking a customer service-focused professional to support YouthWorks stakeholders and process youth applications. Work follows MOED procedures and is supervised by a MOED administrative supervisor.

Responsibilities include data entry, call screening, and communicating program information to youth and worksites. A high school diploma and 2+ years in customer service with youth experience are required.

Qualifications

• Education: High school diploma or equivalency.
• Experience: At least 2 years of customer service experience. At least 1 year in human services field with youth programs.
• Equivalency notes: Have an equivalent combination of education and experience.

Responsibilities

• Answer, screen, and direct calls to the appropriate person or unit.
• Assist youth and worksites with YouthWorks application and process.
• Ensure accurate data entry, filing, and document organization in youth and worksite folders.
• Review and process minimum of 50 youth applications per day.
• Follow confidentiality processes and procedures when handling protected personal information (PPI).
• Investigate and communicate youth and worksite related concerns and issues to appropriate parties.
• Communicate YouthWorks program information to youth, worksites, and other stakeholders.
• Assist in distribution of YouthWorks materials.
• Represent the Agency and customer service philosophy, policy, and procedures with the utmost integrity.
• Perform other related work assignments as directed.

Skills

Customer service

Data entry

Communication

Confidentiality

Education

High school diploma or equivalent

Tools

Microsoft Office

Google Suite

Job description

Get to Know Us
Welcome to the City of Baltimore! Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant, diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact, both on the job and in the community, while serving its citizens. Join us in making Baltimore a great place to live and work. In the City of Baltimore, we hire great people and provide them with the skills and opportunities to grow toward their career aspirations. If you are looking for a career change or are interested in learning more, explore our opportunities and benefits programs. We are excited to have you as a part of the City of Baltimore Team! The city offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans. This office also supplies wellness programs, support groups, and workshops. You can learn about our benefits here: https://humanresources.baltimorecity.gov/hr-divisions/benefits

THIS IS A NON-CIVIL SERVICE POSITION
Salary Range:
$15.00-$28.80 Hourly
Starting Pay:
$18.00 Hourly
Get to Know Us
Welcome to the City of Baltimore! Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant, diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact, both on the job and in the community, while serving its citizens. Join us in making Baltimore a great place to live and work. In the City of Baltimore, we hire great people and provide them with the skills and opportunities to grow toward their career aspirations. If you are looking for a career change or are interested in learning more, explore our opportunities and benefits programs. We are excited to have you as a part of the City of Baltimore Team! The city offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans. This office also supplies wellness programs, support groups, and workshops. You can learn about our benefits here: https://humanresources.baltimorecity.gov/hr-divisions/benefits

Job Summary

This is a customer service position where work duties involve direct support of YouthWorks stakeholders. Assignments are carried out in accordance with Baltimore City (COB) and the Mayor’s Office of Employment Development (MOED) - Youth Services Division procedures and policies. Work is performed under supervision of a MOED administrative supervisor.

Essential Functions

• Answer, screen, and direct calls to the appropriate person or unit
• Assist youth and worksites with YouthWorks application and process.
• Ensure accurate data entry, filing, and document organization in youth and worksite folders.
• Review and process minimum of 50 youth applications per day.
• Follow confidentiality processes and procedures when handling protected personal information (PPI).
• Investigate and communicate youth and worksite related concerns and issues to appropriate parties.
• Communicate YouthWorks program information to youth, worksites, and other stakeholders.
• Assist in distribution of YouthWorks materials.
• Represent the Agency and customer service philosophy, policy, and procedures with the utmost integrity.
• Perform other related work assignments as directed.

Minimum Qualifications

Education: High school diploma or equivalency

AND

Experience: At least 2 years of customer service experience. At least 1 years’ experience working in human services field with youth programs.

OR

Equivalency Notes: Have an equivalent combination of education and experience.

Knowledge, Skills, And Abilities

• Ability to review and process a large volume of data to meet or exceed daily quota.
• Ability to work in a fast-paced environment.
• Solid ability to operate Microsoft Office software and Google Suite.
• Solid time management skills to effectively manage multiple priorities.
• Solid verbal and written communication skills.
• Analytical skills, adapting readily to changing priorities, detail-oriented, and ability to maintain confidentiality.
• Solid skills to quickly evaluate service delivery issues and identify resolution.

Background Check

Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint screening, and must be successfully completed.

Probation

All persons, including current City employees, selected for this position must complete a 6-month mandatory probation.

Baltimore City Government is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion. The City of Baltimore prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression, or any other characteristic protected by federal, state, or local laws. Applicants requiring accommodation during the hiring process should contact the Department of Human Resources directly. Requests for accommodation should not be attached to the application.

BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER