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HUMAN SERVICE ADMINISTRATOR II

FAMILY INVESTMENT ADMINISTRATION CUSTOMER SERVICE CENTER MANAGER

Recruitment #15-002729-0001

GRADE

18

LOCATION OF POSITION

Baltimore City Department of Social Services

Family Investment Bureau

2000 N. Broadway

Baltimore, MD 21213

Main Purpose of Job

The main purpose of this position is to oversee, direct and coordinate the implementation of the Customer Service Center within Baltimore City Department of Social Services.  This position assumes management responsibilities for the customer service case managers; ensures case managers answer over 6,000 weekly customer telephone calls and process outstanding or ready-to-work cases for benefits by developing procedures to respond to customer service questions related to benefit eligibility, application status and compliance; exercises judgment in interpretation and application of policy and procedures; and ensures the delivery of cash assistance, supplemental food, medical assistance, work-activity and all other Baltimore City Department of Social Services services.

MINIMUM QUALIFICATIONS

Education: Possession of a bachelor’s degree from an accredited four-year college or university.

Experience: Seven years experience in administrative, professional or technical work, two years of which must have involved supervision of other employees or exercising responsibility for program development.

Notes:

1. Applicants may substitute education at the graduate level at an accredited college or university at the rate of 30 semester hours on a year-for-year basis for a maximum of two years of the required general experience.

2. Experience in a human service program may be substituted on a year-for-year basis for the required four years of college education.

3. 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 and education, two (2) years of which must have been in an administrative supervisory or consultative capacity.

SELECTION PROCESS

Please 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.  Successful candidates will be ranked as Best Qualified, Better Qualified or Qualified and placed on the employment (eligible) list for one year.

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.  For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service must accompany the application.  All information concerning your qualifications must be submitted by the closing date.  We will not consider information submitted after this date.

BENEFITS

FURTHER INSTRUCTIONS

Online applications are STRONGLY preferred.  If the online application process is not available, please send your paper application and supplemental questionnaire (if applicable) to:

DHR Examination Services Unit

311 W. Saratoga Street, First Floor

Baltimore, Maryland 21201

Please do not submit unsolicited documentation.  The paper application must be received by 5 PM on the closing date for the recruitment. 

TTY Users: call via Maryland Relay

We thank our Veterans for their service to our country, and encourage them to apply.

As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity.




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