Constituent Administrator; Administrator

When you join the Maryland Department of Human Services (DHS), you join a team of more than 5,000 employees across the state dedicated to positively changing the lives of more than 1 million Marylanders each year. We do this by providing economic support, preventive services, and caring for children and adults. We aim to deliver services so that we more quickly meet the needs of the people we serve.

At DHS, we grapple with hard questions to find new ways to foster a culture of bold innovation. We do this to ensure that in Maryland, we leave no one behind.

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Maryland Department of Human Services

Office of Constituent Experience

25 S. Charles Street

Baltimore, MD 21201

As a Constituent Experience Administrator for the Office of Constituent Experience, this position intervenes on behalf of persons whose attempt to secure a service has been unsuccessful when it appears that the individuals are eligible for the service being sought. This involves customer complaints (such as misapplied policy, appeal rights, complaints against workers) that need to be resolved through direct contact with the local department of social services managers and/or supervisors, as well as other state and community-based organizations.

Inquiries are received from the Governor’s Office, Secretary’s Office, Legislature, City and Federal officials. The Office of Constituent Experience provides DHS program information to customers who access the Department through various methods: telephone, written correspondence, walk-in, e-mail, social media, community outreach, and referrals from other agencies and political officials.

This role represents the Department of Human Services (DHS) at community outreach events, including conferences, conventions, festivals, information fairs, churches, and other public events. To promote public awareness of DHS programs and services by providing information, responding to inquiries, and distributing outreach materials.

• Intervenes on behalf of persons whose attempt to secure a service has been unsuccessful when it appears that the individuals are eligible for the service being sought.
• Serves as the liaison between the Department’s customers and various State, Federal, and community organizations.
• Handles time sensitive customer inquiries, escalations and complaints.
• Respond to and prepare letters and other written correspondence (within 1-2 days) for signature of the Governor, Secretary, DHS and other departmental staff to Maryland citizens who have lodged complaints, expressed concerns or who want to seek solution to problems related to the delivery of services by the Department of Human Services.
• Visits and meets with staff from the local Department of Social Services, Federal, State, and local agencies, and community-based organizations to foster better relationships between the Department, front line human services organization and our customers.

Applicants must meet all minimum (and selective) qualifications to be considered, and to appear on the list of people eligible for hire. Please read all requirements before applying.

Education:

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

Experience:

Four years of administrative staff or professional work.

• 1. Candidates may substitute 30 college credit hours from an accredited college or university for each year up to four years of the required experience.
• 2. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university for the required experience.
• 3. Candidates may substitute the possession of a Master's degree from an accredited college or university for the…