Constituent Services Officer; Ombudsman

The City of Annapolis is seeking a dedicated and community-focused Constituent Services Officer to lead the City’s constituent relations, case management, and community engagement functions. Under general direction, this position manages constituent inquiries, resolves complex cases, connects residents to services and resources, and identifies emerging community issues. The role works closely with residents, advocacy groups, community organizations, and City departments to ensure responsive, equitable, and effective service delivery.

The Constituent Services Officer also represents the Mayor at community meetings and events, coordinates disability services as the City’s ADA Compliance Officer, and oversees staff engaged in constituent services and case management.

• Leads the City’s constituent services operations, including case intake, investigation, problem solving, and follow-up with City departments and external agencies.
• Monitors and responds to constituent inquiries received in person, by phone, email, and through social media platforms.
• Serves as a point of referral for City Council members regarding resident concerns and complaints.
• Conducts research and analyzes constituent cases against City Code, regulations, and policies to provide accurate guidance and identify solutions.
• Cultivates and maintains effective relationships with community organizations, local businesses, advocacy groups, and government officials.
• Coordinates with City departments and external partners to address issues, improve service delivery, and identify opportunities for collaboration.
• Represents the Mayor at community meetings, events, and public forums; gathers resident feedback and communicates information to City leadership.
• Advises the Mayor, City Council, and Executive Team on community issues, needs, policies, and legislation.
• Researches and reports on equity issues affecting residents’ access to City services.
• Serves as the City’s ADA Compliance Officer; investigates and addresses concerns related to ADA enforcement.
• Supervises the Assistant Ombudsman & Equity Officer and other staff engaged in constituent services and case management.
• Develops assessment tools and tracking systems to measure the impact of constituent engagement activities.
• Maintains accurate records, documentation, and case management data.
• Manages Boards and Commissions software, webpages, and appointment processes; serves as appointments secretary for the Mayor.
• Coordinates training and communication for all City Boards and Commissions.
• Performs other related duties as assigned by the Mayor and Chief of Staff.

• Thorough knowledge of municipal government structure, functions, and services.
• Knowledge of Federal, State, and local laws, policies, and regulations related to constituent services and public administration.
• Strong skills in customer service, conflict resolution, case management, and community engagement.
• Ability to analyze problems, identify solutions, and implement recommendations within policy and legislative frameworks.
• Experience with organizational and project management, data tracking, and reporting.
• Ability to communicate clearly and effectively, both verbally and in writing.
• Ability to manage multiple priorities in a fast-paced, complex policy environment.
• Ability to exercise tact, discretion, and sound judgment, especially in sensitive or confidential situations.
• Proficiency with computers, databases, case management systems, and research tools.

• Bachelor’s degree in social services, human services, public administration, or a related field;
  and
• Five (5) years of professional experience in social services, human services, or community-based service delivery;
  including
• Three (3) years of supervisory experience overseeing professional staff.

• Customer service experience or formal customer service training.
• Multilingual proficiency.
• Master’s degree in an appropriate field (may substitute for one year of required experience).

Work is typically performed while sitting, standing, or stooping. The employee may occasionally lift light objects.

Work is performed in an office setting, community gathering spaces, and outdoor neighborhood environments.