Appeals Manager; Program Manager Iii

Overview

Maryland’s Family and Medical Leave Insurance (FAMLI) program ensures all workers in Maryland have paid time off for medical and family reasons. It covers 2.6 million workers and 180,000 employers as a digitally native, public‑facing service. The Appeals Unit provides a fair and impartial process for reviewing determinations made by the FAMLI Division. Hearing Officers conduct hearings, review evidence, and issue legally sound decisions while safeguarding due process.

The Appeals Manager is a senior leader within the Appeals Directorate in the Division of Family and Medical Leave Insurance (FAMLI) at the Maryland Department of Labor. This role is responsible for executing the operational strategy for appeals administration, focusing on workflow management, customer service, correspondence, record retention, and cross‑functional coordination.

• Oversee daily operations related to case management, logistics, and correspondence for appeals.
• Develop and implement standardized operating procedures (SOPs) for case handling to ensure consistency, quality, and compliance.
• Supervise the team responsible for processing appeals, ensuring appropriate workflows are followed and key performance indicators (KPIs) are met.
• Manage, mentor, and develop staff involved in case management and operations to ensure optimal performance and professional growth.
• Foster a collaborative and high‑performing work environment by providing regular feedback, training opportunities, and support.
• Identify and lead process improvement initiatives to streamline appeals operations, reduce processing times, and improve accuracy and service delivery.
• Work with the Director of Appeals to evaluate and implement new technologies or tools that could enhance case management and operational efficiency.
• Serve as a key point of contact for internal and external stakeholders, including other state agencies, vendors, and contractors involved in appeals processing.
• Facilitate clear, effective communication between departments to ensure smooth coordination and to address operational issues.
• Assist in developing reports for internal and external stakeholders, tracking key metrics related to the appeals process, and ensuring compliance with relevant policies and state regulations.

• Bachelor’s degree from an accredited college or university.
• Five years of professional experience in administrative operations, program management, legal operations, or a related field, including at least two years of supervisory or team‑leadership experience.
• Strong verbal and written communication skills, with the ability to communicate complex information clearly.

• Legal experience involving civil, criminal, or administrative proceedings, including familiarity with administrative law principles like due process, notice requirements, record development, and public‑facing adjudicatory processes.
• Experience in paid leave, UI, workers compensation, or any other benefits administration program.
• Experience working in or collaborating with policy, customer service, or IT staff to resolve operational issues.
• Experience working in a high‑volume, deadline‑driven environment involving sensitive or confidential information.
• Experience standing up new government programs.
• Demonstrated ability to translate legal or technical language into clear, plain‑language.

All candidates are subject to a background check against files maintained by the Division of Unemployment Insurance (Labor/DUI) to determine whether any monies are owed to Labor/DUI as a result of unemployment insurance over payment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment.

All information concerning the qualifications, including any required documentation (diploma, transcript, certificate, etc.) must be submitted and received by the closing date. Information submitted after this date will not be considered.

Applications that meet minimum and/or selective qualifications will be referred to the hiring unit for interview selection. Units will select those candidates…