Constituent Services Associate Administrative Specialist Ii

LOCATION OF POSITION

MDH Office of Constituent Services (OCS)

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The main purpose of this full‑time Constituent Services Associate I position is to support the Maryland Department of Health’s mission of providing exceptional customer service and timely workflow of constituent correspondence within MDH. This position will report directly to the Deputy Director of the Office of Constituent Services in the Office of the Secretary. It will play a key role in the MDH correspondence process, managing the initial intake of correspondence and supporting the controlled correspondence workflow from intake to closure.

It will also support OCS’s role as a consulting service across MDH for improving customer service practices by providing direct staffing support as needed. The Associate I will handle the intake and resolution of a high volume of incoming constituent inquiries daily.

• Manage casework including screening of incoming inquiries received through various platforms including phone, chat, and webform submission;
• Provide timely and accurate information on services administered by MDH and its partners, determining referral and escalation of constituent concerns as appropriate;
• Ensure resolution and customer satisfaction via quality assurance processes;
• Utilize and maintain accurate records, tracking within Office of Constituent Services databases and CRM;
• Provide support to Executive Floor Coordination Process;
• Direct visitors and deliveries as appropriate, providing direction to Executive Floor visitors.

This position is hybrid telework eligible.

• Education:
  
  Graduation from an accredited high school or possession of a high school equivalency certificate.
• Experience:
  
  One year of experience performing administrative staff, clerical, clerical technical, or secretarial work. Candidates may substitute 30 credit hours from an accredited college or university for the required experience or substitute U.S. Armed Forces military service experience as a non‑commissioned officer involving staff work requiring regular use of independent judgment and analysis.

• Customer service experience, focusing on escalated or high‑level referrals.
• Experience utilizing casework management databases.
• Experience with Maryland Department of Health programs and State of Maryland services.

Candidates may be responsible for providing their own transportation as needed to access meetings, remote locations, and job destinations as assigned.

As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.

People with disabilities and bilingual candidates are encouraged to apply.

We thank our Veterans for their service to our country.