Director of Customer Service (HUMAN SERVICE ADMINISTRATOR II)

Company: State of Maryland
Location: Baltimore
Posted on: April 20, 2025

Job Description:

IntroductionWhen you join the Maryland Department of Human Services (DHS), you join a team of more than 5,000 employees across the state dedicated to positively changing the lives of more than 1 million Marylanders each year. We do this by providing economic support, preventive services, and caring for children and adults. We aim to deliver services so that we more quickly meet the needs of the people we serve. At DHS, we grapple with hard questions to find new ways to foster a culture of bold innovation. We do this to ensure that in Maryland, we leave no one behind.GRADE18LOCATION OF POSITIONMaryland Department of Human Services Child Support Administration 25 S. Charles Street Baltimore, MD 21201Main Purpose of JobThis position is to provide excellent customer service to custodial and noncustodial parents, and/or representatives of a child support case. Customer Service includes direct interface, telephone communication, and written correspondence. Manages and coordinates customer service inquiries that have escalated to the Governor, Secretary, Executive Director, and elected officials. This position is charged with having a working knowledge of all aspects of the child support program.POSITION DUTIES

• Customer Service Management: Directs and coordinates all of the activities for the Customer Service. Manages the constituent service functions to ensure timely resolution of customer inquiries (written and telephone) on behalf of the Governor, the Secretary of DHS, and the Executive Director as required by Department of Human Services (DHS) and Child Support Administration (CSA) policy.
• Works directly with the Division Director to develop, implement, and evaluate programs that support excellent customer service.
• Determines the service needs of our internal and external customers and develops processes and procedures to meet those needs in accordance with DHS/CSA regulations and policy.MINIMUM QUALIFICATIONSApplicants must meet all minimum (and selective) qualifications to be considered, and to appear on the list of people eligible for hire. Please read all requirements before applying.Experience: Eleven years of experience, seven years of experience in administrative, professional or technical work, two years must have involved supervision of other employees or exercising responsibility for program development and an additional four years of professional or technical experience in the administration of a human services program or experience conducting studies and analyses of programs, procedures, practices, and organizations.Notes:
• Candidates may substitute the possession of a Bachelor's degree from an accredited college or university and seven years of experience in administrative, professional or technical work, two years must have involved supervision of other employees or exercising responsibility for program development, for the required experience.
• Candidates may substitute graduate level education at the graduate level at an accredited college or university at the rate of 30 credit hours on a year-for-year basis for up to six years of the required non-supervisory general experience.
• Candidates may substitute U.S. Armed Forces military service experience at a rank of Corporal/Petty Officer or higher as a commissioned officer in Administrative Officer classifications or Administrative Officer specialty codes in the General, Administrative, Clerical, and Office Services field of work on a year-for-year basis for the required experience, two years must have been in an administrative supervisory or consultative capacity.DESIRED OR PREFERRED QUALIFICATIONSPreference will be given to applicants who possess the following preferred qualification(s). Include clear and specific information on your application regarding your qualifications.
• Two years of experience interacting with customers through direct interface, written correspondence, and/or telephone communication.
• Two years of experience developing and implementing processes and procedures to support good customer service.
• One year of supervisory experience.
• One year experience in Child Support.LICENSES, REGISTRATIONS AND CERTIFICATIONSNOT APPLICABLE.SELECTION PROCESSPlease make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year. If you are in State service and are a promotional candidate, your salary will be determined in accordance with State of Maryland guidelines.EXAMINATION PROCESSThe 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.BENEFITSAs an employee of the State of Maryland, you will have access to outstanding benefits, including health insurance, dental, and vision plans offered at a low cost. CLICK ON THIS LINK FOR MORE DETAILS: STATE OF MARYLAND BENEFITS
• Personal Leave- new State employees are awarded six (6) personnel days annually (prorated based on start date).
• Annual Leave - ten (10) days of accumulated annual leave per year.
• Sick Leave - fifteen (15) days of accumulated sick leave per year.
• Parental Leave - up to sixty (60) days of paid parental leave upon the birth or adoption of a child.
• Holidays - State employees also celebrate at least twelve (12) holidays per year.
• Pension - State employees earn credits towards a retirement pension.
• Positions may be eligible for telework.FURTHER INSTRUCTIONSThe online application process is STRONGLY preferred. If you are unable to apply online, you may mail a paper application and supplemental questionnaire to, Department of Human Services, Examination Services Unit, Attn: Trelia Gunter, 25 S. Charles Street, Baltimore, Maryland 21201. All mailed documents must include the applicant's name and the job number and must be received by 5 p.m. on the closing date. Resumes will NOT be accepted in lieu of completing the application. If additional information is required, the preferred method is to upload. If unable to upload, please email requested information only to trelia.gunter@maryland.gov. Only additional materials that are required will be accepted for this recruitment. All additional information must be received by the closing date and time. If you have any questions concerning this recruitment process for this position, please contact 410-767-7416. TTY Users: call via Maryland Relay. If you are having difficulty with your user account or have general questions about the online application system, please contact the MD Department of Budget and Management, Recruitment and Examination Division, at 410-767-4850 or Application.Help@maryland.gov. As an equal opportunity employer, Maryland is committed to recruiting, retaining, and promoting employees who are reflective of the State's diversity. People with disabilities and bilingual candidates are encouraged to apply. We thank our Veterans for their service to our country.
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Keywords: State of Maryland, Lower Merion , Director of Customer Service (HUMAN SERVICE ADMINISTRATOR II), Executive , Baltimore, Pennsylvania