Constituent Experience Administrator

State of Maryland • Baltimore City, MD

7d

About The Position

The Constituent Experience Administrator works in the Maryland Department of Human Services’ Office of Constituent Experience, intervening for people whose attempts to obtain services have been unsuccessful when they appear eligible. The position addresses customer complaints and escalations, including concerns about misapplied policy, appeal rights, and worker conduct, by contacting local department of social services managers and supervisors and coordinating with state and community-based organizations.

The office provides DHS program information through telephone, written correspondence, walk-in, email, social media, community outreach, and referrals from agencies and political officials. The administrator handles inquiries referred by the Governor’s Office, Secretary’s Office, Legislature, and city and federal officials. The position also represents DHS at public outreach events to promote awareness of programs and services, respond to inquiries, and distribute outreach materials.

Requirements

• Graduation from an accredited high school or possession of a high school equivalency certificate.
• Four years of administrative staff or professional work. Substitutions are permitted: 30 college credit hours for each year of required experience, up to four years; a bachelor's or master's degree for the required experience; or qualifying U.S. Armed Forces commissioned-officer staff or unit-operations experience on a year-for-year basis.
• A valid Maryland motor vehicle operator’s license if assigned duties requiring operation of a motor vehicle.

Nice To Haves

• One year of experience providing high-quality customer service and constituent/customer support, including resolving customer, employee, or stakeholder concerns and conflicts.
• One year of experience serving as a liaison between multiple teams, departments, or stakeholder groups.
• One year of experience developing or improving operational processes and communication workflows.
• One year of experience using Google Workspace and other business productivity applications.
• Experience working in a public service environment.

Responsibilities

• Intervene on behalf of individuals who have been unsuccessful in securing a service when they appear eligible for it.
• Serve as a liaison between Department customers and state, federal, and community organizations.
• Handle time-sensitive customer inquiries, escalations, and complaints.
• Prepare responses and other written correspondence, generally within one to two days, for signature by the Governor, Secretary, DHS, or other departmental staff.
• Visit and meet with staff from local departments of social services, federal, state, and local agencies, and community-based organizations to strengthen relationships with the Department and its customers.
• Represent DHS at community outreach events, provide program and service information, respond to inquiries, and distribute outreach materials.

Benefits

• Health insurance, dental, and vision plans offered at a low cost.
• Six personal leave days annually for new State employees, prorated based on start date.
• Ten days of accumulated annual leave per year.
• Fifteen days of accumulated sick leave per year.
• Up to 60 days of paid parental leave upon the birth or adoption of a child.
• At least 12 holidays per year.
• Pension credits toward a retirement pension.
• Positions may be eligible for telework.

What This Job Offers

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