Administrator III Supervisor

State of Maryland • Baltimore City, MD

9d • Onsite

About The Position

The Maryland State Department of Assessments and Taxation - Homeowner Protection Program is seeking a motivated and results-driven Administrator III Supervisor to join our team. This position plays a key role in supporting agency operations by supervising professional and/or support staff, coordinating workflow, implementing policies and procedures, and identifying opportunities to improve efficiency and service delivery. The incumbent may also work closely with executive leadership on special projects, policy development, research, operational planning, and initiatives that support the agency’s overall mission. The ideal candidate is a confident leader who can effectively manage multiple priorities, communicate clearly, exercise sound judgment, and build collaborative working relationships. We are looking for someone who is organized, adaptable, solutions-oriented, and committed to providing high-quality administrative leadership in a fast-paced public service environment. If you are ready to bring your leadership, organizational, and problem-solving skills to a position where your work can make a meaningful impact, we encourage you to apply. The Homeowner Protection Program (HPP) Manager is primarily responsible for running and overseeing the day-to-day operations of the HPP, which removes enrolled homeowners from tax sale by paying off their tax liabilities to Counties or private investors, records a lien on their property, sets them up on a repayment plan, and assists them with paying their debt back to SDAT and planning to pay future taxes that become due. The Manager ensures efficient and effective management of the Program, which includes application processing, enrollment, payment processing, case management, accounting, and supervising appropriate staff. The Manager continually develops and monitors systems for maintaining quality control, creative troubleshooting, and providing excellent customer service. The Manager continually develops and improves program processes, enrollee assistance strategies, promotional communications, and overall program implementation and evolution when appropriate, both in collaboration with the Ombudsman and independently, to respond to evolving program needs and further program goals. The HPP Manager is secondarily responsible for assisting the Office of the State Tax Sale Ombudsman. This may include supervising the Tax Sale Specialist, monitoring phone and email inquiries, and by assisting homeowners who are not eligible for the HPP or have not yet become eligible with resolving and avoiding tax delinquency by connecting them with legal services, tax credits, housing and financial counseling, and other helpful resources.

Requirements

• Graduation from an accredited high school or possession of a high school equivalency certificate.
• Six years of administrative staff or professional work.
• Candidates may substitute 30 college credit hours from an accredited college or university for each year up to four years of the required experience.
• 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.
• Candidates may substitute the possession of a Master's degree from an accredited college or university for the required experience.
• 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.

Nice To Haves

• Experience supervising professional and/or administrative support staff, including assigning work, monitoring performance, coaching employees, and reviewing completed assignments.
• Experience interpreting and applying policies, procedures, rules, regulations, or administrative directives in a professional work environment.
• Experience tracking assignments, deadlines, performance measures, projects, or other operational activities using spreadsheets, databases, or other automated systems.
• Strong written and verbal communication skills, including experience communicating complex administrative information to employees, managers, executives, or external stakeholders.
• Experience analyzing operational issues, identifying solutions, and making recommendations to management.

Responsibilities

• Manages the Homeowner Protection Program - Oversees and coordinates operations of the Homeowners Protection Program, serving as the Department's subject matter expert on the Program.
• Oversees the application process, including an initial review within a reasonable time once an application is received.
• Oversees the enrollment process. Reviews all applications fairly and uniformly. To the extent practical, develops objective criteria to evaluate and score applications. Performs final review of applications and recommends enrollees to the TSO.
• Oversees handling of enrollees. Manages and tracks accounting aspects of the process. processes loan agreements. manages payments to the counties and private investors. records liens. and tracks monthly payments and status of outstanding debt. Formulates assistance strategies for enrollees, including responsive follow-up when payments are not being made and other communication with enrollees. Takes appropriate action if future tax liabilities become due.
• Takes a customer service driven approach, ensuring that the Tax Sale Help line. email, and other points of contact are responded to adequately. Handles customer escalation that otherwise would rise to the level of the TSO.
• Sets rules and processes for shared emails, phone queues, and otherwise through use of Freshdesk (email/CRM) and 8x8 (VolP).
• In close coordination with TSO, monitors the HPP Fund to inform future budget and enrollment projections. Utilizes resources as efficiently and effectively as possible, and requests additional funding and staff when justified.
• Ensures all laws, regulations, and policies relevant to the Program are being followed. Seeks out and shares relevant best practices with other SDAT teams and government agencies.
• Establishes, maintains, and communicates clear policies and procedures for staff and members of the public.
• Coordinates with other SDAT teams to determine equipment, software, and supply needs for HPP.
• Continuously considers and recommends improvements to the Program and its processes.
• Serves as Program point of contact to government and non-governmental organizations.
• Demonstrates discretion when handling personal information.
• Conducts an at least annual review of all aspects of the program, including updating paper and online applications as appropriate.
• Documents these procedures and responsibilities, taking a proactive approach to risk management and identifying and resolving potential audit concerns before they grow.
• Delegates these tasks to subordinates as appropriate.

Benefits

• Generous Paid Time Off: Enjoy 10 to 25 days of annual (vacation) leave per year (depending on seniority), 15 days of sick leave, 6 personal days, and 11 paid state holidays.
• Family-Friendly Policies: Eligible employees receive paid family and medical leave to care for a child within six months of birth or adoption.
• Comprehensive Health Coverage: Access to affordable medical, prescription, dental, and vision plans for you and your dependents.
• Retirement & Pension: Secure your future with the State's defined benefit pension plan (vested after 10 years) and optional supplemental retirement savings plans.
• Financial Wellness: Pre-tax Flexible Spending Accounts (FSA) for healthcare and dependent daycare costs.
• Work-Life Balance: Many positions offer flexible work schedules and teleworking opportunities.
• Student Loan Assistance: State employees may be eligible for the Federal Public Service Loan Forgiveness (PSLF) program and the Maryland Student Loan Debt Relief Tax Credit.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED