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HUMAN SERVICE SPECIALIST V

Recruitment #15-001804-0009

GRADE

16

LOCATION OF POSITION

Department of Human Resources

Family Investment Administration/Operations

311 West Saratoga Street Baltimore, Maryland 21201

Main Purpose of Job

This position serves as Ombudsman for the Department of Human Resources (DHR), Family Investment Administration (FIA). The position functions as the primary contact for Maryland citizens who seek solutions to problems with the delivery of services administered by DHR/FIA. The goal of DHR is to aggressively pursue opportunities to assist people in economic need, provide prevention services, and to protect vulnerable children and adults.

The incumbent in this position responds to problems, complaints and concerns received from citizens across the State of Maryland, and seeks to resolve issues; serves as FIA Emergency Support Function (ESF-6) liaison; investigates, reviews, and intervenes to resolve complaints, problems and inquiries; prepares responses to crisis situations, written correspondences from customers regarding the outcome of the investigation and/or reviews for the signature of the Governor, Secretary, Executive Director of FIA and other departmental staff; investigates and responds to inquires from customers, legislators and other State and community-based for information and referral to community-based services; tracks inquiries, complaints and grievances; works in conjunction with other DHR administrations to correlate written responses and solutions to multiple customer concerns/inquiries; develops and maintains current reference files of information regarding programs and eligibility requirements; stays current on policy changes and new program availability, as well as changes in the Clients' Automated Resource and Eligibility System (CARES), etc., and maintains expert knowledge of all FIA programs, procedures, policies and information.

MINIMUM QUALIFICATIONS

Please describe in detail any job duties relating to the minimum qualifications stated below and include any computer software experience (Excel, CHESSIE, PowerPoint, Word etc.) used in the each of the positions you held.

Education: A bachelor’s degree from an accredited college or university.

Experience: Four years of experience in the administration of a human services program or experience conducting studies and analyses of programs, procedures, practices and organizations.

Notes:

1. Additional professional or technical experience in the administration of a human services program or experience conducting studies and analyses of programs, procedures, practices and organizations may be substituted on a year-for-year basis for the required education.

2. Education at the graduate level at an accredited college or university in a human services related field at may be substituted the rate of 30 semester hours per year for up to two years of the required experience.

3. Candidates may substitute U.S. Armed Forces military service experience 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 and education.  

Applicant must meet both the Minimum and Selective Qualifications.

SELECTIVE QUALIFICATIONS

One year of experience in policies and procedures related to determining eligibility for public assistance, food supplement, medical assistance and other FIA programs.  

DESIRED OR PREFERRED QUALIFICATIONS

DESIRED/PREFERRED QUALIFICATION: The idea candidate will possess: 

1. Expert knowledge of policies and procedures related to determining eligibility for public assistance, food supplement, medical assistance and other FIA programs.

2. Experience in gathering information and draws reasonable inferences from data.

3. Ability to understand customer's economic and social needs.

4. Ability to use computer software applications.

5. Ability to identify problems and present recommendations clearly and concisely.

6. Ability to establish and maintain professional working relationships with customers, Delegates, Senators, Hospitals, Doctors, Nursing Homes, and family members, etc.

7. Ability to communicate effectively orally and in writing.

8. Excellent telephone decorum.

SELECTION PROCESS

Please make sure that you provide sufficient information on your application (and on separate pages, if necessary) 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 employment (eligible) list for at least one year.

EXAMINATION PROCESS

The examination will consist of a rating of your education, training, and experience relating to the requirements of the position.

BARGAINING UNIT STATUS

The incumbent in this position is a member of a covered bargaining unit and will be required to pay a bi-weekly service fee to the exclusive representative of the bargaining unit.

BENEFITS

FURTHER INSTRUCTIONS

Online applications are STRONGLY preferred. 

If the online application process is not available, please send your paper application and supplemental questionnaire (if applicable) to:

DHR Examination Services Unit

311 W. Saratoga Street, First Floor

Baltimore, Maryland 21201

Or fax requested information to: 410-333-0882.  Do not submit unsolicited documentation.  The paper application must be received by 5 PM on the closing date for the recruitment.  TTY Users: call via Maryland Relay, 1-800-925-4434.  If you have any questions about this recruitment, please call 410-767-8806.

We thank our Veterans for their service to our country, and encourage them to apply.

As an equal opportunity employer Maryland is committed to recruiting, retaining, and promoting employees who are reflective of the State's diversity.




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