Intake Specialist

State of Maryland•Baltimore City, MD

About The Position

The Maryland Office of Correctional Ombudsman is an independent unit within the Maryland State Government established in July of 2024. The Office of the Correctional Ombudsman provides independent oversight of the Department of Public Safety and Correctional Services and the Department of Juvenile Services. The primary purpose of this role is to provide public reports and recommendations concerning the needs and rights of incarcerated individuals, their families, and prison volunteers. The Office of the Correctional Ombudsman will improve safety and other conditions within Maryland’s prisons. This is a Special Appointment position, and serves at the pleasure of the Appointing Authority. GRADE 12 LOCATION OF POSITION 300 West Preston St, Baltimore, MD 21201 Main Purpose of Job The Intake Specialist will serve as the primary point of contact for individuals seeking OCO assistance. Ideal candidates will be detail-oriented with a high aptitude for customer service. The Intake Specialist will assist the Executive Administrator, Assistant Ombudsman in the resolution of complaints. OCO is driven by data and it is essential that the Intake Specialists accurately collect and enter data in OCO’s complaint data management system to inform departmental decision-making. Timely and clear communication, both written and verbal, are key to our mission to provide stakeholder(s) with excellent customer service during the dispute resolution process.

Requirements

Graduation from an accredited high school or possession of a high school equivalency certificate.
Two years of experience performing administrative staff, clerical, clerical technical, or secretarial work.
Candidates may substitute 30 college credit hours from an accredited college or university for each year of the required experience.
Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer involving staff work requiring regular use of independent judgment and analysis in applying and interpreting rules and regulations in accordance with agency laws and policies on a year-for-year basis for the required experience.
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.

Nice To Haves

At least one year of experience working with the public in a customer service capacity or other public-facing role.
Experience working with Salesforce. If not Salesforce, then experience working with another customer relationship/complaint/case management software or application (ie: Zendesk, ClientTrack, Silvertrac, etc).
Experience working with diverse populations, including juvenile or incarcerated individuals, their families, and advocacy groups.
Experience conducting audits, investigations, or oversight activities within a juvenile, correctional or similar setting.
Familiarity with Maryland's Juvenile or correctional system and relevant stakeholders.
Experience working with governmental bodies and legislative processes.
Individuals with relevant lived experience welcomed to apply.

Responsibilities

Responsible for the OCO hotline
Perform intake, data entry, and consistent follow-up pertaining to complaints from citizens against DPSCS or DJS, to include:
Contact individuals that file complaints against DPSCS or DJS to review dispute resolution process and collect additional information.
Accurately document all communications with complainants and pertaining to complaints in the case management system.
Collaborate with the Executive Administrator and OCO staff in their resolution of complaints by ensuring that they have all the necessary case information and documents in a timely manner.
Answer complaint-related phone calls as well as general inquiry phone calls while always maintaining professionalism.
Compose email correspondence using correct grammar, spelling, and punctuation and following OCO office procedures.
Demonstrate attention to detail by accurately collecting, entering, updating, and correcting data in OCO’s complaint case management system to inform departmental decision-making.
Review digital files for accuracy and completeness, follow-up on outstanding materials.
Build familiarity with a wide range of laws, regulations, and current events pertaining to corrections and juvenile justice to communicate with citizens effectively and accurately.
Assist management in administrative tasks related to the preparation of reports and information requests, participate in other special projects and tasks as assigned.
Use Language Line interpretation service to facilitate communication with citizens having limited English proficiency.
Assist with the division’s community outreach, including communication with citizens, and attending public hearings and occasional off-site events.
Maintain a positive, professional relationship with all stakeholders.
Effectively manage time and meet deadlines.
Work well with others as part of a team.
Responsible for maintaining compliance with OCO policies and procedures to ensure the timely delivery of services on a daily and long-range basis.
Maintain timely and effective communication.
Other duties as assigned.