State of Maryland
INTAKE SPECIALIST ADMINISTRATIVE SPECIALIST III
State of Maryland, Baltimore, Maryland, United States
Intake Specialist Administrative Specialist III
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INTAKE SPECIALIST ADMINISTRATIVE SPECIALIST III
role at
State of Maryland
Introduction The Maryland Office of Correctional Ombudsman is an independent unit within the Maryland State Government established in July 2024. The Office of the Correctional Ombudsman provides independent oversight of the Department of Public Safety and Correctional Services and the Department of Juvenile Services. This Special Appointment position serves at the pleasure of the Appointing Authority. The primary purpose of this role is to provide public reports and recommendations concerning the needs and rights of incarcerated individuals, their families, and prison volunteers, and to improve safety and other conditions within Maryland’s prisons.
Grade 12
Location of Position 300 West Preston St, Baltimore, MD 21201
Main Purpose of Job The Intake Specialist will serve as the primary point of contact for individuals seeking OCO assistance. Ideal candidates will be detail-oriented with a high aptitude for customer service. The Intake Specialist will assist the Executive Administrator and Assistant Ombudsman in the resolution of complaints. OCO is driven by data, so it is essential that Intake Specialists accurately collect and enter data in OCO’s complaint data management system to inform departmental decision-making. Timely and clear communication, both written and verbal, is key to our mission of providing stakeholders with excellent customer service during the dispute resolution process.
Responsibilities
Contact individuals that file complaints against DPSCS or DJS to review the dispute resolution process and collect additional information.
Accurately document all communications with complainants and related complaints in the case management system.
Collaborate with the Executive Administrator and OCO staff to ensure they have all necessary case information and documents in a timely manner.
Answer complaint-related phone calls as well as general inquiry phone calls while maintaining professionalism.
Compose email correspondence using correct grammar, spelling, and punctuation and following OCO office procedures.
Demonstrate attention to detail by accurately collecting, entering, updating, and correcting data in OCO’s complaint case management system to inform departmental decision-making.
Review digital files for accuracy and completeness, follow up on outstanding materials, and build familiarity with a wide range of laws, regulations, and current events pertaining to corrections and juvenile justice to communicate with citizens effectively and accurately.
Assist management with administrative tasks related to the preparation of reports and information requests and participate in other special projects and tasks as assigned.
Use Language Line interpretation service to facilitate communication with citizens having limited English proficiency.
Assist with the division’s community outreach, including communication with citizens, and attending public hearings and occasional off‑site events.
Maintain a positive, professional relationship with all stakeholders.
Effectively manage time and meet deadlines.
Work well with others as part of a team.
Maintain compliance with OCO policies and procedures to ensure timely delivery of services on a daily and long‑range basis.
Maintain timely and effective communication.
Other duties as assigned.
Minimum Qualifications
Education: Graduation from an accredited high school or possession of a high school equivalency certificate.
Experience: Two years of experience performing administrative staff, clerical, clerical technical, or secretarial work.
Notes
Candidates may substitute 30 college credit hours from an accredited college or university for each year of 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
At least one year of experience working with the public in a customer service capacity or other public‑facing role.
Experience working with Salesforce. If not Salesforce, then experience working with another customer relationship/complaint/case management software or application (e.g., Zendesk, ClientTrack, Silvertrac, etc.).
Experience working with diverse populations, including juvenile or incarcerated individuals, their families, and advocacy groups.
Experience conducting audits, investigations, or oversight activities within a juvenile, correctional or similar setting.
Familiarity with Maryland’s Juvenile or correctional system and relevant stakeholders.
Experience working with governmental bodies and legislative processes.
Individuals with relevant lived experience are welcomed to apply.
Licenses, Registrations and Certifications Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator’s license valid in the State of Maryland.
Examination Process The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.
Further Instructions Online applications are highly recommended. If you are unable to apply online, submit the paper application and supplemental questionnaire to: Department of Budget and Management, Recruitment and Examination Division, 301 W. Preston St., Baltimore, MD 21201. Paper application materials must be received in our office by the closing date for the recruitment; no postmarks will be accepted. For questions regarding this recruitment, please contact the DBM Recruitment and Examination Division at
Application.Help@maryland.gov
or 410‑767‑4850, MD TTY Relay Service 1‑800‑735‑2258.
Equal Opportunity and Diversity Statement As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity. We thank our Veterans for their service to our country. People with disabilities and bilingual candidates are encouraged to apply.
#J-18808-Ljbffr
INTAKE SPECIALIST ADMINISTRATIVE SPECIALIST III
role at
State of Maryland
Introduction The Maryland Office of Correctional Ombudsman is an independent unit within the Maryland State Government established in July 2024. The Office of the Correctional Ombudsman provides independent oversight of the Department of Public Safety and Correctional Services and the Department of Juvenile Services. This Special Appointment position serves at the pleasure of the Appointing Authority. The primary purpose of this role is to provide public reports and recommendations concerning the needs and rights of incarcerated individuals, their families, and prison volunteers, and to improve safety and other conditions within Maryland’s prisons.
Grade 12
Location of Position 300 West Preston St, Baltimore, MD 21201
Main Purpose of Job The Intake Specialist will serve as the primary point of contact for individuals seeking OCO assistance. Ideal candidates will be detail-oriented with a high aptitude for customer service. The Intake Specialist will assist the Executive Administrator and Assistant Ombudsman in the resolution of complaints. OCO is driven by data, so it is essential that Intake Specialists accurately collect and enter data in OCO’s complaint data management system to inform departmental decision-making. Timely and clear communication, both written and verbal, is key to our mission of providing stakeholders with excellent customer service during the dispute resolution process.
Responsibilities
Contact individuals that file complaints against DPSCS or DJS to review the dispute resolution process and collect additional information.
Accurately document all communications with complainants and related complaints in the case management system.
Collaborate with the Executive Administrator and OCO staff to ensure they have all necessary case information and documents in a timely manner.
Answer complaint-related phone calls as well as general inquiry phone calls while maintaining professionalism.
Compose email correspondence using correct grammar, spelling, and punctuation and following OCO office procedures.
Demonstrate attention to detail by accurately collecting, entering, updating, and correcting data in OCO’s complaint case management system to inform departmental decision-making.
Review digital files for accuracy and completeness, follow up on outstanding materials, and build familiarity with a wide range of laws, regulations, and current events pertaining to corrections and juvenile justice to communicate with citizens effectively and accurately.
Assist management with administrative tasks related to the preparation of reports and information requests and participate in other special projects and tasks as assigned.
Use Language Line interpretation service to facilitate communication with citizens having limited English proficiency.
Assist with the division’s community outreach, including communication with citizens, and attending public hearings and occasional off‑site events.
Maintain a positive, professional relationship with all stakeholders.
Effectively manage time and meet deadlines.
Work well with others as part of a team.
Maintain compliance with OCO policies and procedures to ensure timely delivery of services on a daily and long‑range basis.
Maintain timely and effective communication.
Other duties as assigned.
Minimum Qualifications
Education: Graduation from an accredited high school or possession of a high school equivalency certificate.
Experience: Two years of experience performing administrative staff, clerical, clerical technical, or secretarial work.
Notes
Candidates may substitute 30 college credit hours from an accredited college or university for each year of 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
At least one year of experience working with the public in a customer service capacity or other public‑facing role.
Experience working with Salesforce. If not Salesforce, then experience working with another customer relationship/complaint/case management software or application (e.g., Zendesk, ClientTrack, Silvertrac, etc.).
Experience working with diverse populations, including juvenile or incarcerated individuals, their families, and advocacy groups.
Experience conducting audits, investigations, or oversight activities within a juvenile, correctional or similar setting.
Familiarity with Maryland’s Juvenile or correctional system and relevant stakeholders.
Experience working with governmental bodies and legislative processes.
Individuals with relevant lived experience are welcomed to apply.
Licenses, Registrations and Certifications Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator’s license valid in the State of Maryland.
Examination Process The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.
Further Instructions Online applications are highly recommended. If you are unable to apply online, submit the paper application and supplemental questionnaire to: Department of Budget and Management, Recruitment and Examination Division, 301 W. Preston St., Baltimore, MD 21201. Paper application materials must be received in our office by the closing date for the recruitment; no postmarks will be accepted. For questions regarding this recruitment, please contact the DBM Recruitment and Examination Division at
Application.Help@maryland.gov
or 410‑767‑4850, MD TTY Relay Service 1‑800‑735‑2258.
Equal Opportunity and Diversity Statement As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity. We thank our Veterans for their service to our country. People with disabilities and bilingual candidates are encouraged to apply.
#J-18808-Ljbffr