ADMINISTRATOR II SUPERVISOR (DDA CONSTITUENT SERVICES LEAD)

GRADE

STD0017\r\n

LOCATION OF POSITION

MDH, Developmental Disabilities Administration, Baltimore, MD\r\n

Main Purpose of Job

This position will serve within the Developmental Disabilities Administration (DDA) to coordinate, manage, and respond to constituent inquiries and concerns related to DDA programs, services, policies, and operations. The position serves as a key point of contact for individuals receiving or seeking DDA services, families, advocates, legislators, community organizations, providers, and other stakeholders.\r\nThe position supports DDA’s commitment to responsive, accessible, and high-quality customer service by ensuring constituent inquiries are appropriately reviewed, routed, tracked, and resolved in a timely and professional manner. The Constituent Services Lead works closely with DDA leadership, regional offices, program staff, and other Maryland Department of Health (MDH) offices to identify issues, facilitate communication, coordinate responses, and elevate matters requiring leadership attention.\r\nThis position also supports the development and improvement of DDA constituent services processes, including tracking trends in inquiries and identifying opportunities to improve communication, responsiveness, and the constituent experience. This position reports to DDA’s Office of External Affairs and works in coordination with the MDH Office of Constituent Services.\r\n

MINIMUM QUALIFICATIONS

Education:� Graduation from an accredited high school or possession of a high school equivalency certificate. \r\nExperience: Five years of administrative staff or professional work. \r\nNotes: \r\n1. Candidates may substitute 30 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 one year 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

The preferred candidate should possess:\r\n\r\n\r\n Experience managing or coordinating constituent services, customer service, case management, complaint resolution, or related public-facing programs.�\r\n Supervisory experience, including assigning and reviewing work, training staff, evaluating performance, and addressing performance or procedural issues.�\r\n Experience resolving complex, sensitive, or high-priority constituent concerns and exercising sound judgment regarding escalation and disposition.�\r\n Knowledge/Experience of public-sector programs, policies, procedures, and organizational structures, preferably within health, human services, disability services, or Medicaid.\r\n Experience analyzing case trends and constituent feedback to identify systemic issues, service barriers, and opportunities for process improvement.�\r\n Experience preparing reports, briefing materials, and recommendations for leadership and maintaining accurate case management and correspondence records.\r\n\r\n\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

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).�\r\nComplete applications must be submitted by the closing date.�Information submitted after this date will not be added.�\r\nIncorrect application forms will not be accepted.�Resumes will not be accepted in lieu of a completed application.\r\nCandidates 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.\r\n

BENEFITS

STATE OF MARYLAND BENEFITS\r\n

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.\r\nIf 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.\r\nFor questions regarding this recruitment, please contact the�MDH Recruitment and Selection Division at 410-767-1251.\r\nIf 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.�\r\nAppropriate accommodations for individuals with disabilities are available upon request by calling: 410-767-1251 or MD TTY Relay Service 1-800-735-2258.\r\nWe thank our Veterans for their service to our country.\r\nPeople with disabilities and bilingual candidates are encouraged to apply.\r\nAs an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.\r\n