State of Maryland
ADMINISTRATIVE SPECIALIST II CONSTITUENT SERVICES ASSOCIATE (FULL-TIME CONTRACTU
State of Maryland, Baltimore, Maryland, United States
Overview
GRADE 11
LOCATION OF POSITION: MDH Office of Constituent Services (OCS), 201 W. Preston Street, Baltimore, MD 21201
Main Purpose of Job: The main purpose of this full-time contractual Constituent Services Associate I position will be to support the Maryland Department of Health’s (MDH) mission of providing exceptional customer service, and timely workflow of constituent correspondence within MDH. This position reports directly to the Deputy Director of the Office of Constituent Services (OCS) 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’ role as a consulting service across MDH for improving customer service practices, by providing direct staffing support as needed. The Constituent Services Associate I will support constituent services and the controlled correspondence process, including intake and resolution of a high volume of incoming constituent inquiries daily.
Responsibilities
Manage casework including screening of incoming inquiries received through various platforms (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.
Minimum Qualifications 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.
Notes
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.
Desired or Preferred Qualifications
Customer service experience with a focus on escalated or high-level referrals
Experience utilizing casework management databases
Knowledge of Maryland Department of Health programs and State of Maryland services
Special Requirements Candidates may be responsible for providing their own transportation as needed to access meetings, remote locations, and job destinations as assigned.
Selection Process 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 education, training and experience as they relate to the requirements of the position. Therefore, it is essential that you provide complete and accurate information on your application. Please report all related education, experience, dates and hours of work. Clearly indicate your college degree and major on your application, if applicable. For education obtained outside the U.S., any job offer will be contingent on the candidate providing an evaluation for equivalency by a foreign credential evaluation service prior to starting employment (and may be requested prior to interview).
Complete applications must be submitted by the closing date. Information submitted after this date will not be added. Incorrect application forms will not be accepted. Resumes will not be accepted in lieu of a completed application. Candidates may remain on the certified eligible list for a period of at least one year. The resulting certified eligible list for this recruitment may be used for similar positions in this or other State agencies.
Benefits Contractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program, have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage. The State of Maryland will subsidize 75% of the premium with the employee responsible for 25% of the premiums. Optional dental coverage, accidental death and dismemberment insurance, and life insurance are available, with the employee paying full premiums for these benefits. Leave may be granted to a contractual employee at a rate of one hour for every 30 hours worked, not to exceed 40 hours per calendar year.
Further Instructions Online applications are highly recommended. If unable to apply online, a paper application (and supplemental questionnaire) may be submitted to MDH, Recruitment and Selection Division, 201 W. Preston St., Room 114-B, Baltimore, MD 21201. Paper materials must be received by 5 pm, close of business, on the closing date. If additional information is required, upload is preferred; if unable to upload, fax to 410-333-5689. All materials must be received by the closing date and time.
For questions, contact the MDH Recruitment and Selection Division at 410-767-1251. For online system questions, contact the MD Department of Budget and Management, Recruitment and Examination Division at 410-767-4850 or Application.Help@maryland.gov. Appropriate accommodations for individuals with disabilities are available upon request by calling: 410-767-1251 or MD TTY Relay Service 1-800-735-2258.
We thank our Veterans for their service to our country. People with disabilities and bilingual candidates are encouraged to apply. As an equal opportunity employer, Maryland is committed to recruitment, retention and promotion of employees who are reflective of the State's diversity.
#J-18808-Ljbffr
LOCATION OF POSITION: MDH Office of Constituent Services (OCS), 201 W. Preston Street, Baltimore, MD 21201
Main Purpose of Job: The main purpose of this full-time contractual Constituent Services Associate I position will be to support the Maryland Department of Health’s (MDH) mission of providing exceptional customer service, and timely workflow of constituent correspondence within MDH. This position reports directly to the Deputy Director of the Office of Constituent Services (OCS) 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’ role as a consulting service across MDH for improving customer service practices, by providing direct staffing support as needed. The Constituent Services Associate I will support constituent services and the controlled correspondence process, including intake and resolution of a high volume of incoming constituent inquiries daily.
Responsibilities
Manage casework including screening of incoming inquiries received through various platforms (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.
Minimum Qualifications 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.
Notes
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.
Desired or Preferred Qualifications
Customer service experience with a focus on escalated or high-level referrals
Experience utilizing casework management databases
Knowledge of Maryland Department of Health programs and State of Maryland services
Special Requirements Candidates may be responsible for providing their own transportation as needed to access meetings, remote locations, and job destinations as assigned.
Selection Process 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 education, training and experience as they relate to the requirements of the position. Therefore, it is essential that you provide complete and accurate information on your application. Please report all related education, experience, dates and hours of work. Clearly indicate your college degree and major on your application, if applicable. For education obtained outside the U.S., any job offer will be contingent on the candidate providing an evaluation for equivalency by a foreign credential evaluation service prior to starting employment (and may be requested prior to interview).
Complete applications must be submitted by the closing date. Information submitted after this date will not be added. Incorrect application forms will not be accepted. Resumes will not be accepted in lieu of a completed application. Candidates may remain on the certified eligible list for a period of at least one year. The resulting certified eligible list for this recruitment may be used for similar positions in this or other State agencies.
Benefits Contractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program, have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage. The State of Maryland will subsidize 75% of the premium with the employee responsible for 25% of the premiums. Optional dental coverage, accidental death and dismemberment insurance, and life insurance are available, with the employee paying full premiums for these benefits. Leave may be granted to a contractual employee at a rate of one hour for every 30 hours worked, not to exceed 40 hours per calendar year.
Further Instructions Online applications are highly recommended. If unable to apply online, a paper application (and supplemental questionnaire) may be submitted to MDH, Recruitment and Selection Division, 201 W. Preston St., Room 114-B, Baltimore, MD 21201. Paper materials must be received by 5 pm, close of business, on the closing date. If additional information is required, upload is preferred; if unable to upload, fax to 410-333-5689. All materials must be received by the closing date and time.
For questions, contact the MDH Recruitment and Selection Division at 410-767-1251. For online system questions, contact the MD Department of Budget and Management, Recruitment and Examination Division at 410-767-4850 or Application.Help@maryland.gov. Appropriate accommodations for individuals with disabilities are available upon request by calling: 410-767-1251 or MD TTY Relay Service 1-800-735-2258.
We thank our Veterans for their service to our country. People with disabilities and bilingual candidates are encouraged to apply. As an equal opportunity employer, Maryland is committed to recruitment, retention and promotion of employees who are reflective of the State's diversity.
#J-18808-Ljbffr