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Maryland Department of Human Services

This position is to provides excellent customer service to custodial and noncustodial parents, and/or representatives of a child support case. Customer Service includes direct interface, telephone communication and written correspondence. Manages and coordinates customer service inquiries that have escalated to the Governor, Secretary, Executive Director, and elected officials. This position is charged with having a working knowledge of all aspects of the child support program.

• Customer Service Management: Directs and coordinates all of the activities for the Customer Service.
• Manages the constituent service functions to ensure timely resolution of customer inquires (written and telephone) on behalf of the Governor, the Secretary of DHS, and the Executive Director as required by Department of Human Services (DHS) and Child Support Administration (CSA) policy.
• Works directly with the Division Director to develop, implement and evaluate programs that support excellent customer service.
• Determines the service needs of our internal and external customers and develops processes and procedures to meet those needs in accordance with DHS/CSA regulations and policy.

Applicants must meet all minimum (and selective) qualifications to be considered, and to appear on the list of people eligible for hire. Please read all requirements before applying.

Experience: Eleven years of experience, seven years of experience in administrative, professional or technical work, two years must have involved supervision of other employees or exercising responsibility for program development and an additional four years of professional or technical experience in the administration of a human services program or experience conducting studies and analyses of programs, procedures, practices and organizations.

Notes:

1. Candidates may substitute the possession of a Bachelor’s degree from an accredited college or university and seven years of experience in administrative, professional or technical work, two years must have involved supervision of other employees or exercising responsibility for program development, for the required experience.

2. Candidates may substitute graduate level education at the graduate level at an accredited college or university at the rate of 30 credit hours on a year-for-year basis for up to six years of the required non-supervisory general experience.

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, two years must have been in an administrative supervisory or consultative capacity.

Preference will be given to applicants who possess the following preferred qualification(s). Include clear and specific information on your application regarding your qualifications.

Two years of experience interacting with customers through direct interface, written correspondence and/or telephone communication.

Two years of experience developing and implementing processes and procedures to support good customer service.

One year of supervisory experience.

One year experience in Child Support.

NOT APPLICABLE.

Please make sure that you 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. We will not 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. If you are in State service and are a promotional candidate, your salary will be determined in accordance with State of Maryland guidelines.

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.

As an employee of the State of Maryland, you will have access to outstanding benefits, including: health insurance, dental, and vision plans offered at a low cost. CLICK ON THIS LINK FOR MORE DETAILS: STATE OF MARYLAND BENEFITS