Program Manager Iv Complaints Manager

Introduction

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. We’re 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 Complaints Manager is a senior leader within the Complaints Unit of the Family and Medical Leave Insurance (FAMLI) Division at the Maryland Department of Labor (MD Labor). The position is responsible for the management, administration, and operational oversight of the Complaints Unit, and exercises substantial independent judgment in the interpretation and application of Maryland's law, regulations, policies, and procedures.

22

100 S. Charles Street

Baltimore, MD 21201

The Complaints Manager is responsible for establishing, implementing, and continuously improving the statewide complaint management framework, including complaint intake, triage, investigation, mediation, and resolution processes involving allegations of interference, retaliation, discrimination, and other violations of Maryland's FAMLI law. The position develops and implements operational policies, investigative standards, quality assurance programs, performance metrics, and case management practices to ensure legally sufficient, timely, consistent, and impartial complaint investigations and resolutions.

The Complaints Manager serves as the principal subject matter expert for complaint investigations and collaborates extensively with the Deputy Chief Adjudication Officer, Assistant Attorneys General, Division leadership, insurers, employers, workers, and other governmental entities to support investigation, mediation, adjudication, enforcement, and compliance activities. The position is accountable for ensuring that complaint investigations are conducted in accordance with statutory requirements, due process principles, and established investigative standards while maintaining high levels of customer service and public trust.

Due to the legal complexity of the work, the requirement to analyze and interpret statutes and regulations, evaluate evidence, oversee investigations involving potential legal violations, and support enforcement and adjudicatory proceedings, this position requires a Juris Doctor degree.

• Oversee daily operations related to case management, logistics, and correspondence for complaints.
• Ensure the development and implementation of standardized operating procedures (SOPs) for conducting investigations, case handling, report writing, ensuring consistency, quality, and compliance.
• Supervise the team responsible for processing complaints, ensuring appropriate workflows are followed and key performance indicators (KPIs) are met.
• Make recommendations to the Director of Appeals for budget and resource allocations inclusion in FAMLI’s budget.

• 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.
• Conduct quality assurance reviews of investigative staff work prior to referral to a hearing examiner, and review complex cases as needed.

• Identify and lead process improvement initiatives to streamline complaint 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 Assistant Attorney Generals, other state agencies, vendors, and contractors involved in complaint processing.
• Facilitate clear, effective communication between departments to ensure smooth coordination and to address any operational issues.

• Assist in developing reports for internal and external stakeholders, tracking key metrics related to the complaint process, and ensuring compliance with relevant policies and state regulations.

Education:

A Juris Doctor degree or equivalent degree from an accredited law school.

• Four years of experience involving legal practice, administrative law, or investigations
• Three years of direct supervisory experience
• Experience developing procedures and…