What are the responsibilities and job description for the Citizens Services Specialist I/II position at Prince George's County, MD Government?
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.
Applicant Limit Notice: Please be advised that applications for this position will be capped at a maximum of 100 submissions. Once this threshold has been reached, the posting will close, and no further applications will be accepted. We encourage interested candidates to apply promptly to ensure consideration.
The Prince George’s County Department of Public Works & Transportation (DPW&T) is currently seeking qualified applicants to fill a Citizens Services Specialist I/II, (Citizens Services Specialist 1G) grade G16/18 position, in the Office of the Director.
About the Position
This entry to full-performance level professional position is responsible for handling PGC311 service requests, inquiries, and complaints. The incumbent will be responsible for all administrative tasks related to all PGC311 inquiries, complaints, and requests. The incumbent will work with DPW&T staff assigned to ensure all inquiries, complaints, and requests are resolved quickly within the appropriate time frames provided by the agency leadership.
About the Agency
The Department of Public Works and Transportation (DPW&T) is responsible for nearly 2,000 miles of County-maintained roadways that range from rural to urban classifications. The transportation infrastructure includes 900 bridges, as well as shoulders, sidewalks, curbs/gutters, stormwater management facilities, driveway aprons and nearly 3,000 acres of grassy area - all of which are maintained by staff of the Department. DPW&T’s workforce keeps the County’s various services moving by performing a myriad of activities which include removing snow and ice from County-maintained roadways, upgrading traffic signals, installing streetlights, clearing fallen trees, unclogging drainage inlets and maintaining stormwater management facilities, as well as performing roadway repairs ranging from potholes and sidewalk trip hazards to bridge repairs and resurfacing projects and more.
Examples of Work
- Supports and responds to inspection requests within two working days and as soon as reasonably possible in critical circumstances. Provides scopes of work for corrective actions within DPW&T Offices.
- Assist with Investigating all phases of work to include, sediment and erosion control, storm drain conveyance systems, maintenances of traffic, grading, roadway components (paving/resurfacing and traffic signals/signage), concrete repair and replacement, asphalt paving (cut and patch), sign replacement, litter and illegal dumping, stormwater management and drainage related projects to verify compliance with County specifications, standards, approved plans, and applicable ordinances.
- Assists with Reporting work determined to be in non-conformance with the established standards or contract documents to immediate supervisor within one working day.
- Utilizes the County GIS system, Plats.net, MDLANDREC, PG Atlas System and ROW search daily to confirm work locality. Also, maintains a thorough working knowledge of each system.
- Interfaces directly with various key partners of the agency and county to ensure appropriate resolution of all inquiries, complaints, and requests.
- Assists and Coordinates with internal program managers and supervisors as needed in resolution of residents’ inquiries, complaints, and requests.
- Troubleshoots, researches, and responds to inquiries, complaints and requests using internal knowledge base and appropriate tools.
- Provides excellent customer service by remaining professional, responsive and courteous while interfacing with both internal and external key partners to resolve all PGC311 inquiries, complaints and requests.
- Provides daily input into DPWTs Work Management Program - PGC311 for all investigated service requests.
- Assists and supports management of all facts of PGC311 ticketing system to include ticket resolution from open status to close.
- Ensures data integrity and documentation into PGC311 ticketing system in resolution of all inquiries, complaints, and requests within appropriate time frames provided by agency leadership.
- Creates weekly, monthly, and quarterly reporting to demonstrate resolution of inquiries, complaints, and requests.
- Supports the DPW&T PGC311 team in reporting on program delivery and success to include data management as well as ad hoc reporting as needed by agency leadership.
- Participates as a critical/essential employee in the Department Snow and Ice Control Program and other emergency or special activities as assigned.
Qualifications
Minimum Qualifications
- Bachelor’s degree from an accredited college or university in one of the social sciences or a closely related field.
An equivalent combination of education, experience and training which provides the required knowledge, skills and abilities may be considered.
Preferred QualificationsA valid Maryland State driver's license
EACH APPLICATION MUST INCLUDE INFORMATION THAT CLEARLY DEMONSTRATES THE ABOVE QUALIFICATIONS FOR THIS POSITION.
Additional Information
Salary Range Transparency: The salary range listed in this announcement reflects the offer range for this position. Offers made within this range are based on qualifications, experience, and internal equity.
Tentative Interview Dates: April 20, 2026 - April 30, 2026. Please note that interview dates are subject to change and only selected candidates will receive confirmation and additional details.
Job Location: 9400 Peppercorn Pl, Upper Marlboro, MD 20774, USA
Conditions of Employment: Upon selection, the candidate must (where applicable):
- 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.
- Successfully pass preemployment checks which may include reference checks, background investigations, and drug screenings.
- Be willing and able to serve 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.
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 dhs.gov/E-Verify.
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:
For additional details, please visit: https://www.princegeorgescountymd.gov/departments-offices/human-resources-management/employees/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)
- Defined Benefit Pension Plan
- Employee Discounts
- Employee Assistance Program
- Voluntary Benefits
- Critical Illness
- Whole Life Insurance
- Accident Insurance
- Legal Services
For additional details, please visit: https://www.princegeorgescountymd.gov/departments-offices/human-resources-management/employees/benefits