Administrative Specialist Ii Call Center Specialist; Contractual

Main Purpose of Job

The Vital Statistics Administration registers and issues birth and death certificates and issues marriage certificates and divorce verifications for events that occurred in Maryland. The main purpose of this full-time contractual position is to provide call center support to constituents and other agencies and political offices requiring services from the Division of Vital Records (DVR). This position will provide hands‑on assistance in resolving requests and complaints and responding to email and phone inquiries from constituents and other local and State agencies.

This position will require broad knowledge of the range of complex Division of Vital Records (DVR) services as the work is not specific to one program. This position will also evaluate and prioritize emerging issues relative to the needs and strategic goals of the Maryland Department of Health (MDH) customer service initiative. This position will require the ability to manage a high volume of time‑sensitive calls and provide timely and appropriate responses to customer inquiries.

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MDH, Division of Vital Records

Baltimore, MD 21215

The Vital Statistics Administration registers and issues birth and death certificates and issues marriage certificates and divorce verifications for events that occurred in Maryland. The main purpose of this full-time contractual position is to provide call center support to constituents and other agencies and political offices requiring services from the Division of Vital Records (DVR). This position will provide hands‑on assistance in resolving requests and complaints and responding to email and phone inquiries from constituents and other local and State agencies.

This position will require broad knowledge of the range of complex Division of Vital Records (DVR) services as the work is not specific to one program. This position will also evaluate and prioritize emerging issues relative to the needs and strategic goals of the Maryland Department of Health (MDH) customer service initiative. This position will require the ability to manage a high volume of time‑sensitive calls and provide timely and appropriate responses to customer inquiries.

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.
• Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer involving staff work requiring regular use of independent judgment and analysis in applying and interpreting rules and regulations in accordance with agency laws and policies on a year-for-year basis for the required experience.

The desired candidate should possess the following:
1. Bilingual in Spanish and English (written and spoken). 2. Experience working collaboratively with internal and external partners.
3. Experience taking initiative and managing multiple assignments.
4. Experience demonstrating attention to detail and accuracy in preparing and maintaining information.
5. Experience providing information and assistance in a call center environment.

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

Applicants who meet the minimum (and selective) qualifications will be included in further evaluation. The evaluation may be a rating of your application based on your…