ADMINISTRATOR III SUPERVISOR (Complaints Supervisor)

Introduction

Maryland’s Family and Medical Leave Insurance (FAMLI) program makes sure all workers in Maryland have paid time off for medical and family reasons. FAMLI is a social insurance system covering 2.6 million workers and 180,000 employers, delivered as a digitally native, public-facing service. We’re in the early stages of building something as big and as far reaching as unemployment insurance or a new health department. We know that delivering services primarily through a website, over the Internet, is a new way of doing business in government. The Complaints Manager is a senior leader within the Complaints Unit of the Family and Medical Leave Insurance (FAMLI) Division at the Maryland Department of Labor (MD Labor). The position is responsible for the management, administration, and operational oversight of the Complaints Unit, and exercises substantial independent judgment in the interpretation and application of Maryland's law, regulations, policies, and procedures.\r\n\r\n\r\n\r\n\r\n\r\n

GRADE

Grade 18\r\n

LOCATION OF POSITION

100 S. Charles Street\r\nBaltimore, MD�\r\n

Main Purpose of Job

The Complaints Supervisor is a supervisory level position within the Complaints Unit of the\r\nFamily and Medical Leave Insurance (FAMLI) Division at the Maryland Department of Labor\r\n(MD Labor). The position supervises Complaint Investigators responsible for investigating\r\nalleged violations of Maryland's Family and Medical Leave Insurance law.\r\nThe Complaints Supervisor directs the daily operations of one or more investigative teams by\r\nassigning and reviewing work, ensuring compliance with statutory requirements and\r\ninvestigative standards, monitoring performance, and providing technical guidance on complex\r\ninvestigations and mediation activities. The position exercises considerable independent\r\njudgment to ensure investigations are conducted in a timely, legally sufficient, and consistent\r\nmanner and collaborates with Appeals, Customer Care, Employer Services, Program Integrity,\r\nInsurance Plan Compliance, Assistant Attorneys General, and other Division partners to\r\nsupport audits, fraud investigation, complaint resolution, and enforcement activities.\r\nIn addition to supervising investigative staff, the position contributes to operational planning,\r\nquality assurance, business process improvement, development of investigative procedures,\r\nimplementation of new technology, and continuous improvement of the case management\r\nsystem.\r\nDue to the legal complexity of the work, the requirement to analyze and interpret statutes and\r\nregulations, evaluate evidence, oversee investigations involving potential legal violations, and\r\nsupport enforcement and adjudicatory proceedings, a Juris Doctor degree is preferred.

POSITION DUTIES

Duties of this position include but are not limited to:\r\n40% - Supervision and Oversight of Complaint Investigations�\r\n●Plan, organize, assign, prioritize, and supervise the daily activities of Complaint Investigators responsible for investigating alleged violations of Maryland's Family and Medical Leave Insurance law.�\r\n●Review investigative strategies, investigative plans, evidence, findings, and recommendations to ensure legal sufficiency, consistency, and compliance with statutes, regulations, and agency policy.�\r\n●�Monitor investigative inventories and redistribute workloads to ensure compliance with statutory timelines, operational priorities, and service-level expectations.�\r\n● Provide technical oversight and guidance on complex investigations involving retaliation, interference, fraud, systemic violations, job protection, or other significant legal issues.�\r\n● Review and approve investigative reports and recommendations prior to referral for mediation, enforcement, administrative Orders, or adjudication.�\r\n● Resolve escalated procedural, evidentiary, and operational issues arising during complaint investigations and mediation activities.�\r\n● Ensure consistent application of investigative standards, due process requirements, and enforcement policies across assigned investigative teams.�\r\n● Monitor compliance with agency Orders and oversee follow-up enforcement activities involving continued noncompliance or repeat violations.�\r\n● Analyze complaint trends, investigation outcomes, and quality assurance findings to identify operational risks and recommend improvements to investigative practices.�\r\n●Coordinate investigative activities with Appeals, Program Integrity, Employer Services, Insurance Plan Compliance, Legal Counsel, Assistant Attorneys General, and other internal and external stakeholders to ensure consistent statewide administration of the FAMLI complaints program.�\r\n●Assess whether complaints are appropriate for informal resolution, formal mediation, or continued investigation.�\r\n●Facilitate informal mediation between complainants and respondents to resolve disputes prior to formal adjudication.\r\n�25%- Team Leadership and Performance Management�\r\n● Supervise, coach, mentor, and evaluate Investigator Leads, Investigator IIs, and Investigator Is.�\r\n● Develop onboarding and ongoing training for investigative staff.�\r\n● Conduct quality assurance reviews to identify trends, training needs, and opportunities for improvement.�\r\n● Conduct performance evaluations and recommend personnel actions.�\r\n● Promote consistent application of investigative standards across assigned teams.�\r\n15% Program Administration and Process Improvement�\r\n● Implement complaint investigation policies, SOPs, desk guides, quality assurance standards, and investigative best practices.�\r\n●Recommend improvements to investigative processes, workflows, staffing models, and operational procedures.�\r\n● Participate in development of complaint investigation manuals, templates, forms, and correspondence.�\r\n● Assist with implementation of new regulations, operational policies, and business procedures.�\r\n10% Interagency Collaboration�\r\n●Coordinate investigative activities with Appeals, Program Integrity, Employer Services, Insurance Plan Compliance, Claims Administration, Customer Care, Policy, Legal Counsel, and Digital Services.�\r\n● Ensure complaints requiring hearings, mediation, or enforcement are referred accurately and timely.�\r\n●�Participate in cross-functional operational workgroups supporting program implementation and continuous improvement.\r\n● Serve as a subject matter expert regarding complaint investigations.�\r\n10% Technology, Reporting, and Quality Assurance�\r\n● Monitor operational metrics related to timeliness, productivity, investigative quality, and customer service.�\r\n● Review complaint trends and recommend operational improvements.�\r\n● Participate in development and testing of complaint management workflows, business requirements, and system enhancements.�\r\n● Prepare reports.\r\n

MINIMUM QUALIFICATIONS

Education: Graduation from an accredited high school or possession of a high school equivalency certificate. \r\nExperience: Six years of administrative staff or professional work. \r\nNotes: \r\n1. Candidates may substitute 30 college credit hours from an accredited college or university for each year up to four years of the required experience. \r\n2. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university and two years of experience in administrative staff or professional work for the required experience. \r\n3. Candidates may substitute the possession of a Master's degree from an accredited college or university for the required experience. \r\n4. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher ranking commissioned officer on a year-for-year basis for the required experience. \r\n

DESIRED OR PREFERRED QUALIFICATIONS

Experience in paid family and medical leave, unemployment insurance, workers' compensation, disability insurance, labor standards, employment law, insurance regulation, or other public benefits administration programs is preferred.�\r\n\r\n\r\nA Juris Doctor degree is preferred�\r\n\r\n\r\nStarting up new government programs is preferred\r\n

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.\r\n

SPECIAL REQUIREMENTS

All candidates are subject to a background check against files maintained by the MD Department of Labor’s Division of Unemployment Insurance (MD Labor/DUI) to determine whether any monies are owed to Labor/DUI as a result of unemployment insurance overpayment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment\r\n

SELECTION PROCESS

Please make sure that you provide enough 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. Unfortunately, we won't 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.\r\n\r\n\r\nPlease note: A resume and cover letter are encouraged for this position. Please upload oneWord or PDF file that includes your combined cover letter and resume using the “Transcript”upload function, or via the JobAps “Other” tab. Note that the initial screening is based only on the information provided within the application.�\r\n\r\n\r\nAll information concerning the qualifications, including any required documentation (diploma, transcript, certificate, etc.), must be submitted and received by the closing date. Information submitted after this date will not be considered.\r\n

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. The examination for this recruitment will be an evaluation and rating of the information provided on your application. Therefore, it is essential that the application is filled out completely and accurately, listing all relevant education and experience, addressing the specific qualifications shown above and submitting any required documentation (diploma, transcript, certification, license, etc.). Please include clear, detailed and specific information on your application regarding experience qualifications related to the minimum qualifications, desired, and/or selective qualifications of the position.�\r\n\r\n\r\n*Please note that your answers on the supplemental questionnaire must correspond to the information provided on your application to receive credit.\r\n

BENEFITS

This is a full-time, permanent position and eligible for full State benefits, which include:\r\n● Flexible hours and hybrid teleworking�\r\n● Paid holidays 12-13 per year�\r\n● Generous paid leave package (annual, sick, personal and compensatory leave)�\r\n● State Pension ('defined benefit' plan)\r\n● Tax-deferred supplemental retirement savings plans (401(k) and 457)�\r\n●Comprehensive, subsidized health, dental and prescription plans with little to no deductibles, free generic prescriptions, and free preventative health services\r\n● Flexible Spending Account plans for Health Care and Daycare�\r\n● State Employees Credit Union\r\n\r\n\r\nTo learn more, please click this link��STATE OF MARYLAND BENEFITS\r\n

FURTHER INSTRUCTIONS

The online application is STRONGLY preferred. However, if you are unable to apply online, or having difficulty with your login or password, please contact DBM's Helpdesk directly at (410) 767- 4850 (8:00 AM to 5:00 PM daily, except for holidays and weekends). After business hours, please submit an email request to Application.Help@maryland.gov.\r\nU.S. Military Veterans may qualify for additional bonus points towards certification. Any job offer will be contingent on the candidate providing a U.S. Military form DD 214 verifying honorable discharge from service prior to starting employment (and may be requested prior to interview). Permanent State employees do not need to submit proof of Veterans’ status.�\r\nIf you encounter difficulty attaching required or optional documentation, you may contact Michael Deans via email to michael.deans2@maryland.gov. Please be sure to include your name, identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing.\r\nPLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION\r\nCompleted applications, required documentation, and any required addendums may be mailed to:\r\nMaryland Department of Labor / Office of Administration\r\nAttn: Michael Deans 26-002576-0025\r\n100 S. Charles Street, 5th Floor\r\nBaltimore, MD 21201\r\nThe MD State Application Form can be found online\r\nMaryland Department of Labor, Licensing and Regulation is an equal opportunity employer. It is the policy of MD Labor that all persons have equal opportunity and access to employment opportunities, services, and facilities without regard to race, religion, color, sex, age, national origin or ancestry, marital status, parental status, sexual orientation, disability or veteran status.\r\n