Prince George's County
Salary:
$42,287.00 - $60,000.00 Annually Location :
Upper Marlboro, MD Job Type:
Probationary FT Remote Employment:
Flexible/Hybrid Job Number:
9827 Department:
Office of Community Relations Division:
311 Center Team 1 Opening Date:
09/30/2025 Closing Date:
10/5/2025 11:59 PM Eastern FLSA:
Non-Exempt
Nature and Variety of Work Come join our team! Prince George's County Government provides a dynamic and inclusive workplace where employees can thrive, learn, and grow across its 30 diverse agencies, all dedicated to serving the County's residents with essential resources and services. Nestled just minutes away from Washington, DC, Prince George's County combines urban vibrancy with serene surroundings, offering an ideal setting to live, work, and enjoy life. The Prince George's County Government
Office
of Community Relations
is currently seeking qualified applicants to fill a
Call Center Representative 3
grade
A16
position, in the
311 Call Center Unit . Bilingual applicants are encouraged to apply
About the Position
This is senior level customer service work providing assistance by telephone to residents, members of civic and community groups, and others concerning available services and programs provided by public and private agencies. The work involves receiving and processing non-emergency telephone calls directed to the Prince George's County, Maryland 311 Call Center. Work also involves collecting and disseminating referral and resource information. Contacts are with County Government employees, the general public, and with employees of public and private service agencies for the purpose of gathering resource information, identifying and resolving problems and/or making appropriate referrals. Public service provided requires the employee to respond on demand and involves detailed questioning of the caller to determine the nature of assistance required.
About the Agency The Office of Community Relations ensures that County residents connect with government resources, agencies and personnel. Our responsibility is to serve as a bridge between government and its people. We do so by using data driven analysis and input received from constituents. We are dedicated to a world class service delivery model and ensuring Prince George's County residents know that they can count on the Office of Community Relations to be highly visible, accessible and accountable. Examples of Work Provides callers with information about and referral to public and private service agencies normally limited to Prince George's County and the immediate vicinity. Answers questions and provides suggestions to customers as to how best the clients' problems can be resolved or questions answered. Responds to the complex inquiries referred from the Office of the County Executive. Develops and updates accurate resource information of public and private agencies, their mode of operation and the services they provide. Collects, develops, verifies, and classifies available information to produce resource publications. Provides callers with information about and referral to public and private service agencies normally limited to Prince George's County and the immediate vicinity. Answers questions and provides suggestions to customers as to how best the clients' problems can be resolved or questions answered. Responds to the complex inquiries referred from the Office of the County Executive. Develops and updates accurate resource information of public and private agencies, their mode of operation and the services they provide. Collects, develops, verifies, and classifies available information to produce resource publications. Qualifications
High school diploma or G.E.D. Certificate or G.E.D. equivalency Two (2) years of experience in a customer service call center environment One (1) year of which must have been with the Prince County Government Preferred Qualifications
Prior work experience in a call center environment. The ability to speak, read, write, and communicate effectively in Spanish and English. Thorough knowledge of the services provided by Prince George's County Government and the local public and private human service agencies. Knowledge of and the ability to operate a multi-button telephone, personal computer, photocopier, devices for the hearing impaired, and other office automation equipment appropriate to the requirements of the position. Ability to work effectively under minimal supervision. Ability to communicate effectively to provide direct customer service assistance to residents with varying backgrounds and problems. Ability to collect and organize information materials. Ability to understand and evaluate the seriousness of the issue which has caused a resident to inquire about available services. Ability to deal tactfully, effectively and equitably with people. EACH APPLICANT MUST INCLUDE INFORMATION WHICH CLEARLY DEMONSTRATES THE ABOVE QUALIFICATIONS FOR THIS POSITION. Additional Information Job Location : 14741 Governor Oden Bowie Drive, Upper Marlboro, MD 20774
Conditions of Employment
: Upon selection, the candidate must:
Be able to work rotating shifts, including weekends and holidays. Meet all training and performance standards and demonstrate proficiency as required by the agency. Wear and use agency protective apparel and equipment in the performance of their assigned duties, if applicable. Successfully pass preemployment checks which may include reference checks, background investigations, and drug screenings, where applicable. Essential employees are expected to report during standard or non-standard hours as operations necessitate, or during emergencies. Essential employees are expected to report or remain at work when other County employees are granted Administrative Leave. ONLY ONLINE APPLICATIONS WILL BE ACCEPTED Eligibility to Work : Under the Immigration Reform and Control Act of 1986, an employer is required to hire only U.S. citizens and lawfully authorized alien workers. Applicants who are selected for employment will be required to provide and verify authorization to work in the United States without sponsorship.
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S., only after an offer has been accepted and the Form I-9 is completed. For information on E-Verify, or if you believe the County has violated its E-Verify responsibilities, please contact the Department of Homeland Security (DHS) at 888-897-7781 or visit their website at INTERNAL APPLICANTS:
If you are a current Prince George's County Government employee and seeking a promotion, in accordance with Section 16-200 of the Personnel Law, you have the right to appeal a rejection rating within five (5) working days of receiving a rejection notice. Union employees should refer to their respective collective bargaining agreement and/or union representative for their grievance procedure. Prince George's County Government is an Equal Opportunity/Affirmative Action Employer Committed to Diversity and Inclusion in the Workplace General Plan Information: The Prince George's County benefits plan year is from January 1 to December 31.
A spouse (to include a same sex spouse) can be added to the health benefit plans. A marriage certificate and social security number is required to add a spouse.
Children under the age of 26 are eligible for coverage under the health benefit plans. This includes stepchildren and children of the same-sex spouse. A birth certificate(s) and social security number(s) is required to add a child(ren). If you are only adding the stepchildren or child(ren) of a same-sex spouse, you will need to submit a marriage certificate. You will also need to submit the birth certificate of the child(ren) and your spouse must be listed as a parent.
The premiums for health benefits are deducted on a pre-tax basis with the exception of Long-Term Disability, Extra Life Insurance and Voluntary Benefits (Short-Term Disability, Whole Life Insurance, Critical Illness, Accident Insurance, Cancer Indemnity, Hospital Indemnity Protection, Accident Indemnity Plan, Supplemental Dental and Group Legal Services). New employees must enroll in the County's health benefit plans within thirty (30) days of the hire date.
The effective date of the health benefits coverage is the
beginning of the month following a waiting period of forty-five (45) days from the date of hire.
After enrolling in the County's benefit plans, employees may only make changes to the plans either during the open enrollment period, which occurs annually (usually each October), and/or during the year, due to a family status change (i.e., marriage, births, divorce and adoption). Employee Benefits
Prince George's County is proud to offer employees an attractive and comprehensive benefits program, including the following:
Medical/Prescription/Dental/Vision Insurance Coverage (part time employees are eligible for medical insurance if they work 15 + hours, per week) Group Term Life Insurance Long & Short-Term Disability Flexible Spending Accounts
Dependent Care Assistance Program Health Care Flexible Spending Account
Paid Leave (Annual, Personal, & Sick) 13 Paid Holidays Retirement Benefits
Defined Benefit Pension Plan
Employer Contribution Rate-11.71%
Supplemental Pension Plan
Employee Contribution Rate (Pre-Tax)-3.48%
457(b) 403(b)
Employee Discounts Employee Assistance Program Voluntary Benefits
Critical Illness Whole Life Insurance Accident Insurance Legal Services
For additional details, please visit: 01
I acknowledge and understand that my responses to the supplemental questions must align with the information provided under the "Work Experience" and "Education" sections of my application. My responses will determine if I meet all minimum qualifications for the position. I understand that attaching a resume doesn't fulfill the requirement to complete the application and answer all questions.
Yes No
02
What is your highest level of completed education?
High School/GED Some College Associate's Degree Bachelor's Degree Master's Degree Doctorate Other None
03
If you selected "Other" for question #2, please identify your education. All education must be shown in the "Education" section of this application. Otherwise, please put N/A. 04
Identify the years of experience in a customer service call center environment?
None Less than 1 year 1 year 2 years 3 years 4 years 5 years or more
05
Describe in detail your experience to include name(s) of employment and date(s) where this experience was performed. All experience must be shown in the "Work Experience" section of the application. A response of "See Resume" will not be accepted or reviewed. Otherwise, please put N/A. 06
Identify your year(s) of customer service call center experience with Prince County Government?
None Less than 1 year 1-2 years 3-4 years 5 years or more
07
Describe in detail your experience to include name(s) of employment and date(s) where this experience was performed. All experience must be shown in the "Work Experience" section of the application. A response of "See Resume" will not be accepted or reviewed. Otherwise, please put N/A. 08
Do you possess experience in the following? Check all that apply.
Knowledge of the services provided by Prince George's County Government and the local public and private human service agencies. Knowledge of and the ability to operate a multi-button telephone, personal computer, photocopier, devices for the hearing impaired, and other office automation equipment appropriate to the requirements of the position. Ability to speak, read, write, and communicate effectively in Spanish and English. Ability to collect and organize information materials. Ability to work effectively under minimal supervision. Ability to communicate effectively to provide direct customer service assistance to residents with varying backgrounds and problems. Ability to understand and evaluate the seriousness of the issue which has caused a resident to inquire about available services. Ability to deal tactfully, effectively and equitably with people.
09
Based on your selection(s) in the previous question, describe in detail your experience to include name(s) of employment and date(s) where this experience was performed. All experience must be shown in the "Work Experience" section of the application. A response of "See Resume" will be accepted or reviewed. Otherwise, please put N/A. 10
Are you bilingual in the Spanish language?
Yes No
11
If you answered "Yes" in question #10, describe in detail your level of experience. 12
Are you willing and able to participate as an essential employee? Essential employees are expected to report during standard or non-standard hours as operations necessitate, or during emergencies. Essential employees are expected to report or remain at work when other County employees are granted Administrative Leave.
Yes No
Required Question
$42,287.00 - $60,000.00 Annually Location :
Upper Marlboro, MD Job Type:
Probationary FT Remote Employment:
Flexible/Hybrid Job Number:
9827 Department:
Office of Community Relations Division:
311 Center Team 1 Opening Date:
09/30/2025 Closing Date:
10/5/2025 11:59 PM Eastern FLSA:
Non-Exempt
Nature and Variety of Work Come join our team! Prince George's County Government provides a dynamic and inclusive workplace where employees can thrive, learn, and grow across its 30 diverse agencies, all dedicated to serving the County's residents with essential resources and services. Nestled just minutes away from Washington, DC, Prince George's County combines urban vibrancy with serene surroundings, offering an ideal setting to live, work, and enjoy life. The Prince George's County Government
Office
of Community Relations
is currently seeking qualified applicants to fill a
Call Center Representative 3
grade
A16
position, in the
311 Call Center Unit . Bilingual applicants are encouraged to apply
About the Position
This is senior level customer service work providing assistance by telephone to residents, members of civic and community groups, and others concerning available services and programs provided by public and private agencies. The work involves receiving and processing non-emergency telephone calls directed to the Prince George's County, Maryland 311 Call Center. Work also involves collecting and disseminating referral and resource information. Contacts are with County Government employees, the general public, and with employees of public and private service agencies for the purpose of gathering resource information, identifying and resolving problems and/or making appropriate referrals. Public service provided requires the employee to respond on demand and involves detailed questioning of the caller to determine the nature of assistance required.
About the Agency The Office of Community Relations ensures that County residents connect with government resources, agencies and personnel. Our responsibility is to serve as a bridge between government and its people. We do so by using data driven analysis and input received from constituents. We are dedicated to a world class service delivery model and ensuring Prince George's County residents know that they can count on the Office of Community Relations to be highly visible, accessible and accountable. Examples of Work Provides callers with information about and referral to public and private service agencies normally limited to Prince George's County and the immediate vicinity. Answers questions and provides suggestions to customers as to how best the clients' problems can be resolved or questions answered. Responds to the complex inquiries referred from the Office of the County Executive. Develops and updates accurate resource information of public and private agencies, their mode of operation and the services they provide. Collects, develops, verifies, and classifies available information to produce resource publications. Provides callers with information about and referral to public and private service agencies normally limited to Prince George's County and the immediate vicinity. Answers questions and provides suggestions to customers as to how best the clients' problems can be resolved or questions answered. Responds to the complex inquiries referred from the Office of the County Executive. Develops and updates accurate resource information of public and private agencies, their mode of operation and the services they provide. Collects, develops, verifies, and classifies available information to produce resource publications. Qualifications
High school diploma or G.E.D. Certificate or G.E.D. equivalency Two (2) years of experience in a customer service call center environment One (1) year of which must have been with the Prince County Government Preferred Qualifications
Prior work experience in a call center environment. The ability to speak, read, write, and communicate effectively in Spanish and English. Thorough knowledge of the services provided by Prince George's County Government and the local public and private human service agencies. Knowledge of and the ability to operate a multi-button telephone, personal computer, photocopier, devices for the hearing impaired, and other office automation equipment appropriate to the requirements of the position. Ability to work effectively under minimal supervision. Ability to communicate effectively to provide direct customer service assistance to residents with varying backgrounds and problems. Ability to collect and organize information materials. Ability to understand and evaluate the seriousness of the issue which has caused a resident to inquire about available services. Ability to deal tactfully, effectively and equitably with people. EACH APPLICANT MUST INCLUDE INFORMATION WHICH CLEARLY DEMONSTRATES THE ABOVE QUALIFICATIONS FOR THIS POSITION. Additional Information Job Location : 14741 Governor Oden Bowie Drive, Upper Marlboro, MD 20774
Conditions of Employment
: Upon selection, the candidate must:
Be able to work rotating shifts, including weekends and holidays. Meet all training and performance standards and demonstrate proficiency as required by the agency. Wear and use agency protective apparel and equipment in the performance of their assigned duties, if applicable. Successfully pass preemployment checks which may include reference checks, background investigations, and drug screenings, where applicable. Essential employees are expected to report during standard or non-standard hours as operations necessitate, or during emergencies. Essential employees are expected to report or remain at work when other County employees are granted Administrative Leave. ONLY ONLINE APPLICATIONS WILL BE ACCEPTED Eligibility to Work : Under the Immigration Reform and Control Act of 1986, an employer is required to hire only U.S. citizens and lawfully authorized alien workers. Applicants who are selected for employment will be required to provide and verify authorization to work in the United States without sponsorship.
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S., only after an offer has been accepted and the Form I-9 is completed. For information on E-Verify, or if you believe the County has violated its E-Verify responsibilities, please contact the Department of Homeland Security (DHS) at 888-897-7781 or visit their website at INTERNAL APPLICANTS:
If you are a current Prince George's County Government employee and seeking a promotion, in accordance with Section 16-200 of the Personnel Law, you have the right to appeal a rejection rating within five (5) working days of receiving a rejection notice. Union employees should refer to their respective collective bargaining agreement and/or union representative for their grievance procedure. Prince George's County Government is an Equal Opportunity/Affirmative Action Employer Committed to Diversity and Inclusion in the Workplace General Plan Information: The Prince George's County benefits plan year is from January 1 to December 31.
A spouse (to include a same sex spouse) can be added to the health benefit plans. A marriage certificate and social security number is required to add a spouse.
Children under the age of 26 are eligible for coverage under the health benefit plans. This includes stepchildren and children of the same-sex spouse. A birth certificate(s) and social security number(s) is required to add a child(ren). If you are only adding the stepchildren or child(ren) of a same-sex spouse, you will need to submit a marriage certificate. You will also need to submit the birth certificate of the child(ren) and your spouse must be listed as a parent.
The premiums for health benefits are deducted on a pre-tax basis with the exception of Long-Term Disability, Extra Life Insurance and Voluntary Benefits (Short-Term Disability, Whole Life Insurance, Critical Illness, Accident Insurance, Cancer Indemnity, Hospital Indemnity Protection, Accident Indemnity Plan, Supplemental Dental and Group Legal Services). New employees must enroll in the County's health benefit plans within thirty (30) days of the hire date.
The effective date of the health benefits coverage is the
beginning of the month following a waiting period of forty-five (45) days from the date of hire.
After enrolling in the County's benefit plans, employees may only make changes to the plans either during the open enrollment period, which occurs annually (usually each October), and/or during the year, due to a family status change (i.e., marriage, births, divorce and adoption). Employee Benefits
Prince George's County is proud to offer employees an attractive and comprehensive benefits program, including the following:
Medical/Prescription/Dental/Vision Insurance Coverage (part time employees are eligible for medical insurance if they work 15 + hours, per week) Group Term Life Insurance Long & Short-Term Disability Flexible Spending Accounts
Dependent Care Assistance Program Health Care Flexible Spending Account
Paid Leave (Annual, Personal, & Sick) 13 Paid Holidays Retirement Benefits
Defined Benefit Pension Plan
Employer Contribution Rate-11.71%
Supplemental Pension Plan
Employee Contribution Rate (Pre-Tax)-3.48%
457(b) 403(b)
Employee Discounts Employee Assistance Program Voluntary Benefits
Critical Illness Whole Life Insurance Accident Insurance Legal Services
For additional details, please visit: 01
I acknowledge and understand that my responses to the supplemental questions must align with the information provided under the "Work Experience" and "Education" sections of my application. My responses will determine if I meet all minimum qualifications for the position. I understand that attaching a resume doesn't fulfill the requirement to complete the application and answer all questions.
Yes No
02
What is your highest level of completed education?
High School/GED Some College Associate's Degree Bachelor's Degree Master's Degree Doctorate Other None
03
If you selected "Other" for question #2, please identify your education. All education must be shown in the "Education" section of this application. Otherwise, please put N/A. 04
Identify the years of experience in a customer service call center environment?
None Less than 1 year 1 year 2 years 3 years 4 years 5 years or more
05
Describe in detail your experience to include name(s) of employment and date(s) where this experience was performed. All experience must be shown in the "Work Experience" section of the application. A response of "See Resume" will not be accepted or reviewed. Otherwise, please put N/A. 06
Identify your year(s) of customer service call center experience with Prince County Government?
None Less than 1 year 1-2 years 3-4 years 5 years or more
07
Describe in detail your experience to include name(s) of employment and date(s) where this experience was performed. All experience must be shown in the "Work Experience" section of the application. A response of "See Resume" will not be accepted or reviewed. Otherwise, please put N/A. 08
Do you possess experience in the following? Check all that apply.
Knowledge of the services provided by Prince George's County Government and the local public and private human service agencies. Knowledge of and the ability to operate a multi-button telephone, personal computer, photocopier, devices for the hearing impaired, and other office automation equipment appropriate to the requirements of the position. Ability to speak, read, write, and communicate effectively in Spanish and English. Ability to collect and organize information materials. Ability to work effectively under minimal supervision. Ability to communicate effectively to provide direct customer service assistance to residents with varying backgrounds and problems. Ability to understand and evaluate the seriousness of the issue which has caused a resident to inquire about available services. Ability to deal tactfully, effectively and equitably with people.
09
Based on your selection(s) in the previous question, describe in detail your experience to include name(s) of employment and date(s) where this experience was performed. All experience must be shown in the "Work Experience" section of the application. A response of "See Resume" will be accepted or reviewed. Otherwise, please put N/A. 10
Are you bilingual in the Spanish language?
Yes No
11
If you answered "Yes" in question #10, describe in detail your level of experience. 12
Are you willing and able to participate as an essential employee? Essential employees are expected to report during standard or non-standard hours as operations necessitate, or during emergencies. Essential employees are expected to report or remain at work when other County employees are granted Administrative Leave.
Yes No
Required Question