Unit Supervisors (NCS) - Mayor's Office of Employment Development

City of Baltimore, Department of Planning; Chicago (IL); On-site; USD 21,000 - 40,000; Full time

Job summary

The City of Baltimore is seeking a Customer Service Supervisor to manage unit staff across 60–100 worksites serving 700–1,000 youth, ensuring compliance with policies. The role includes identifying work opportunities, approving YouthWorks applications, and coordinating program events.

Qualifications include a high school diploma or GED, at least 3 years in human services with youth programs, and supervisory and customer service experience.

Qualifications

• High school diploma or GED required.
• 3+ years in human services with youth programs.
• 3+ years of supervisory experience and customer service background.

Responsibilities

• Manage and supervise unit staff, ensuring policy adherence.
• Lead trainings, meetings, and coaching for staff.
• Identify and recruit youth work opportunities for virtual and in-person sites.
• Review worksite applications, work plans and job descriptions.
• Assist youth with YouthWorks applications and coordinate site visits.
• Oversee timesheets and payroll processing and resolve issues.
• Communicate YouthWorks program information to stakeholders.

Skills

Customer service

Youth programs

Staff supervision

MS Office

Virtual meetings

Communication

Education

High school diploma or GED

Tools

MS Teams

Zoom

Job description

THIS IS A NON-CIVIL SERVICE POSITION Salary Range: $15.00 - $28.80 Hourly Starting Pay: $23.00 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 a customer service position responsible for managing and supervising unit staff and ensuring compliance with policies and procedures. Key duties include the management of approximately 60 – 100 worksites employing 700 – 1,000 youth. Unit Supervisors are also responsible for identifying and developing work opportunities for youth, approving worksite applications, conducting visits, and facilitating program-related events.

Essential Functions

• Manage and supervise unit staff, ensuring adherence to policies and procedures.
• Lead and assist with trainings, meetings, and ongoing coaching for staff.
• Identify and recruit quality virtual and in-person work opportunities for youth
• Review and approve worksite applications, work plans, and job descriptions
• Assist youth and worksites with completion of Youthworks application
• Commute to worksite partner locations to conduct site visits to ensure the work environment is safe and compliant with youth employment.
• Coordinate and facilitate program-related events such as registration sessions, job fairs, community events, etc.
• Visit worksite locations to distribute YouthWorks materials
• Resolve, document, and file all youth and worksite concerns and issues
• Oversee and manage youth timesheet and payroll processing, and resolve payroll-related issues
• Communicate YouthWorks program information to youth, worksites, and other stakeholders
• 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 GED equivalent.
• Experience: At least three years of experience working in the human services field with youth programs.
• At least three years of supervisory experience
• At least three years of customer service experience OR Equivalency Notes: Have an equivalent combination of education and experience. Non- supervisory experience or education may not be substituted for the required supervisory experience.

Licenses, Registrations, and Certificates

• Have a valid Maryland Class C Noncommercial driver's license or an equivalent driver's license and be eligible to obtain a Baltimore City driver’s permit.
• PROVISIONAL DRIVER’S LICENSES ARE NOT ACCEPTABLE.
• NOTE: YOU MUST UPLOAD A COPY OF YOUR VALID DRIVER’S LICENSE WITH THE APPLICATION AT THE TIME OF APPLYING.

Knowledge, Skills, and Abilities

• Solid ability to operate Microsoft Office software
• Proficiency in virtual communications platforms (Microsoft Teams, Zoom, Google Meets, etc.)
• Ability to speak and converse with audiences of varying sizes in-person and virtually
• Solid data entry ability
• Solid time management skills to effectively manage multiple priorities
• Solid verbal and written communication skills
• Solid staff management 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

Additional Information

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 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 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!

Questions regarding the application process should be directed to the Department of Human Resources Office of Recruitment at [phone], 711 (TTY), 7 E. Redwood Street, 16th Floor, Baltimore, MD 21202 or send an email to Recruitment