Constituent Services Manager, Operations Officer II

THIS IS A NON-CIVIL SERVICE POSITION
Salary Range:    

$74, $97,243.50 ANNUALLY
 

Starting Pay:    

$74,803.00 ANNUALLY

Get to Know Us 
Welcome to the City of Baltimore Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant, diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact, both on the job and in the community, while serving its citizens. Join us in making Baltimore a great place to live and work. In the City of Baltimore, we hire great people and provide them with the skills and opportunities to grow toward their career aspirations. If you are looking for a career change or are interested in learning more, explore our opportunities and benefits programs. We are excited to have you as a part of the City of Baltimore Team The city offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans. This office also supplies wellness programs, support groups, and workshops. You can learn about our benefits here:

Job Summary     
The Baltimore City Department of Housing and Community Development (DHCD) is seeking an innovative, results-oriented, and strategic professional to provide transformational leadership for our Division of Homeownership & Housing Preservation (HHP)– Constituent Services Manager. The Baltimore City Department of Housing and Community Development (DHCD) was created in 1968 to consolidate local community development efforts with housing and building code enforcement.  With over 400 employees, DHCD strengthens City neighborhoods by attracting investors, developers, and homebuyers. Through the administration of Community Development Block Grant (CDBG), HOME funds, City bond funds, and other creative financing mechanisms, DHCD finances and guides strategic development projects to meet housing and neighborhood needs. To hold property owners accountable and keep neighborhoods safe, DHCD monitors construction and building activity and enforces the City's building, fire, zoning and related codes, as well as provides energy conservation services. The Constituent Services Manager plays a vital leadership role within the HHP Division of the Agency. This position is instrumental in advancing the vision of the City of Baltimore by ensuring that constituents receive exceptional support and service from the division. The central focus of this role is overseeing Constituent inquiries that come from other agencies, The Mayor's Office and other government partners.  Frontline engagement directly with residents facing housing instability or at risk of losing their homes due to financial or other challenges with home repair and the entity they have contacted will be necessary to resolve concerns. The Constituent Services Manager is responsible for cultivating a high standard of customer care, ensuring that all interactions reflect compassion, responsiveness, and professionalism. In addition to managing government inquiries, this role also maintains a database of the request. This includes ensuring timely and accurate reports are summitted weekly to the Director of Administration, Deputy Commissioner of the HHP Division, and Chief of Staff at DHCD. The Constituent Services Manager will also support and lead special administrative initiatives and projects as needed, contributing to the overall efficiency, responsiveness, and mission-alignment of the division and agency including meetings involving high volume request for information.

Essential Functions

• Receives all constituent services request from mayor's office of constituent services, city council liaisons, delegate and senatorial liaisons, and public request for information
• Maintains a database of all inquiries
• Communicates with all HHP departments designee to investigate all inquiries
• Communicates with DHCD government liaisons for awareness and any necessary assistance
• Responds to agencies to acknowledge request for information
• Follows up a comprehensive response to each department and constituent involved
• Completes meeting reports, weekly wrap-ups reports and timely follow-up to the director of administration, deputy commissioner of HHP and DHCD chief of staff. Represents the agency on assigned committees, work groups and other initiatives related to constituent services.
• Participates in monthly meetings for mayor's office of older adults & commission on aging and any other constituent services related meeting as required

Minimum Qualifications
 

Education: Have a bachelor's degree from an accredited college or university.

AND
 

Experience: Have four years of experience in administrative, technical or professional work.

OR
 

Equivalency Notes: Have an equivalent combination of education and experience.

Knowledge, Skills, and Abilities

• Knowledge of the principles and practices of public and business administration, including the process of planning, organizing, staffing, directing and controlling.
• Knowledge of methods and procedures for the collection or organization, interpretation and presentation of information.
• Knowledge of management practices and methods.
• Ability to adapt and apply the concepts and techniques of administrative analysis to work assignments.
• Ability to identify problem areas and recommend appropriate solutions based on logical consideration of alternatives.
• Ability to interpret and apply laws, rules, regulations, standards and procedures.
• Ability to prepare and present reports or recommendations clearly and concisely.
• Ability to compile data.
• Ability to coordinate the activities of an organizational unit.
• Ability to plan, organize and direct the work of others.
• Ability to research and write complex narrative and statistical reports.
• Ability to establish and maintain effective working relationships with city officials, community and business groups to communicate effectively, both orally and in writing.

Additional Information

Background Check    
Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint screening, and must be successfully completed.

Probation    
All persons, including current City employees, selected for this position must complete a 6-MONTH mandatory probation.

Financial Disclosure
This position is required to complete a Financial Disclosure pursuant to Sections 7-7, 7-8, and 7-9 of the City Ethics Law. The initial financial disclosure must be submitted within 30 days of hire.

Baltimore City Government is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion. The City of Baltimore prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression, or any other characteristic protected by federal, state, or local laws.  Applicants requiring accommodation during the hiring process should contact the Department of Human Resources directly. Requests for accommodation should not be attached to the application.

BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER