Head Clerk Administrator II

Overview

Maryland's Family and Medical Leave Insurance (FAMLI) program makes sure all workers in Maryland have paid time off for medical and family reasons. FAMLI is a social insurance system covering 2.6 million workers and 180,000 employers, delivered as a digitally native, public-facing service. We99re in the early stages of building something as big and as far-reaching as unemployment insurance or a new health department.

We know that delivering services primarily through a website, over the Internet, is a new way of doing business in government.

The Head Clerk is a supervisory-level position of the Appeals Unit within the Division of Family and Medical Leave Insurance (FAMLI) at the Maryland Department of Labor. The head clerk will pre-review and intake appeals, assign cases to the appropriate clerks and hearing officers, and ensure the timely processing of appeals. The head clerk will also supervise and manage other clerks within the unit.

These duties must all be accomplished while maintaining high-quality customer-focused services that support the FAMLI appeals process.

• Appeals Operation & Case Support:
  Provides administrative, procedural, and case management support to hearing officers throughout the appeals process.
• Reviews appeals filings and case records for completeness and procedural compliance and coordinates internal and external follow-up on outstanding issues.
• Coordinates hearings and related conferences, prepares case materials and correspondence, and maintains official case records.
• Maintains case management systems, monitors case progression and deadlines, and supports timely adjudication of appeals.
• Serves as a point of contact for appellants, employers, representatives, and internal stakeholders regarding appeals procedures and hearing logistics.
• Coordinates with internal and external stakeholders to obtain records, resolve procedural issues, and support efficient case processing.

• Knowledge Of Policies Procedures & Program Requirements:
  Maintains knowledge of applicable laws, regulations, policies, and procedures governing appeals administration.
• Assists in the development and maintenance of standard operating procedures, forms, templates, and other operational resources.
• Participates in training and professional development activities and ensures the confidentiality and integrity of case records.

• Supervision & Operational Support:
  Recruits, trains, supervises, and evaluates clerical staff supporting Appeals Unit operations.
• Assigns and monitors work, provides guidance and coaching, and ensures compliance with established policies and procedures.
• Supports implementation of new processes and technologies and identifies opportunities to improve operational efficiency and customer service.
• Performs other duties as assigned.

Education: Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: Five years of administrative staff or professional work.

• Candidates may substitute 30 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
  99s degree from an accredited college or university and one year of experience in administrative staff or professional work for the required experience.
• Candidates may substitute the possession of a Master
  99s 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.

• Experience supporting administrative hearings, appeals, investigations, legal proceedings, or other adjudicatory processes.
• Experience maintaining case management systems and official records.
• Experience interpreting and applying policies, procedures,…