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constituent services associate i

2 months ago

Baltimore, Maryland, United States State of Maryland - MDH Executive Direction Full time

Introduction

\r

GRADE

11\r

LOCATION OF POSITION

Maryland Department of Health\r
Office of Constituent Services\r
Baltimore, MD�\r

Main Purpose of Job

The Constituent Services Associate I supports the Maryland Department of Health's\r
(MDH) mission of providing exceptional customer service, and timely workflow of\r
constituent correspondence within MDH. This essential executive office position reports\r
directly to the Director of the Office of Constituent Services (OCS) in the Office of the\r
Secretary is considered Essential Emergency Personnel. The Constituent Serivces Associate I has a key role in the\r
MDH correspondence process, supporting intake and resolution of a high volume of incoming constituent inquiries daily.\r
\r
The Office of Constituent Services serves directly at the pleasure of the Secretary of the\r
Maryland Department of Health. This Office functions as the front-line to the Governor's\r
Office, elected officials (federal, state, county, municipal), organizations, and the\r
constituents of Maryland. This position coordinates with over 100+ contacts across the\r
Department daily as all final correspondence and constituent case work originates and\r
concludes in the Office of Constituent Services.�\r
\r
\r
\r
\r
Duties include, but not limited to:\r
\r
\r
Manage casework including screening of incoming inquiries received through various platforms including phone, chat, and webform submission.\r
Provide timely and accurate information on services administered by MDH and its partners, determining referral and escalation of constituent concerns as appropriate.\r
Ensure resolution and customer satisfaction via quality assurance processes.\r
Utilize and maintain accurate records, tracking within Office of Constituent Services databases and CRM.\r
\r
\r
\r

MINIMUM QUALIFICATIONS

Education: Graduation from an accredited high school or possession of a high school equivalency certificate.\r
Experience: One year of experience performing administrative staff, clerical, clerical technical, or secretarial work.\r
Notes:\r
1. Candidates may substitute 30 credit hours from an accredited college or university for the required experience.\r
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.\r

DESIRED OR PREFERRED QUALIFICATIONS

Preferred candidates should possess the following:\r
\r
\r
\r
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Experience in a customer service role\r
Experience utilizing casework management databases\r
Knowledge of the Maryland Department of Health programs�\r
Knowledge of the State of Maryland services\r
\r
\r

SPECIAL REQUIREMENTS

Candidates may be responsible for providing their own transportation�as needed to access meetings, remote locations, and job destinations as assigned.\r

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
Complete applications must be submitted by the closing date.�Information submitted after this date will not be added.�\r
Incorrect application forms will not be accepted.�Resumes will not be accepted in lieu of a completed application.\r
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.\r

BENEFITS

STATE OF MARYLAND BENEFITS\r
�\r

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
If additional information is required, the preferred method is to upload.� If you are unable to upload, please fax the requested information�to �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
For questions regarding this recruitment, please contact the�MDH Recruitment and Selection Division at \r
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 or��\r
Appropriate accommodations for individuals with disabilities are available upon request by calling: or MD TTY Relay Service \r
We thank our Veterans for their service to our country.\r
People with disabilities and bilingual candidates are encouraged to apply.\r
As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.\r