CONSTITUENT SERVICES ASSOCIATE I

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 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 will report directly to the Deputy Director of the Office of Constituent Services (OCS) in the Office of the Secretary. This position 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. This position will also support OCS’ role as a consulting service across MDH for improving customer service practices across the department, by providing direct staffing support, as needed. The Constituent Services Associate I will play a key role in the constituent services and controlled correspondence process of MDH. This position will also support intake and resolution of a high volume of incoming constituent inquiries daily. Duties include, but not limited to: Manage casework including screening of incoming inquiries received through various platforms including 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; and Direct visitors and deliveries as appropriate, providing direction to Executive Floor visitors. Please Note: This position is hybrid telework eligible.

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: 1. Candidates may substitute 30 credit hours from an accredited college or university for the required experience. 2. 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

The desired candidate should possess: Customer service experience, focusing on escalated or high-level referrals Experience utilizing casework management databases Experience with 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

STATE OF MARYLAND BENEFITS

FURTHER INSTRUCTIONS

Online applications are highly recommended. However, if you are unable to apply online,�the 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 application materials must be received by 5 pm, close of business, on the closing date for the recruitment, no postmarks will be accepted. If additional information is required, the preferred method is to upload.� If you are unable to upload, please fax the requested information�to 410-333-5689.�Only additional materials that are required will be accepted for this recruitment. All additional information must be received by the closing date and time. For questions regarding this recruitment, please contact the�MDH Recruitment and Selection Division at 410-767-1251. 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.� 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, retaining and promoting employees who are reflective of the State's diversity.

Salary : $48,486