Customer Service Director jobs in Maryland

Introduction

\r\n\r\n\r\nThe Maryland Department of Human Services (DHS) is the state’s primary social service provider, serving over one million Marylanders annually.� The Department, through its 24 local departments of social services, aggressively pursues opportunities to assist people in economic need, provide preventive services, and protect vulnerable children and adults in each of Maryland’s 23 counties and Baltimore City.� DHS works in every community in Maryland to positively impact the lives of Marylanders.�\r\n\r\n\r\nThis is a full-time contractual position.\r\n\r\n\r\n\r\n

GRADE

17\r\n

LOCATION OF POSITION

Department of Human Services\r\nMaryland Office for Refugees and Asylees\r\n311 W. Saratoga Street\r\n\r\n\r\nBaltimore, MD 21201\r\n\r\n\r\n\r\n

Main Purpose of Job

Under the general supervision of the Director and the Contract Manager for the Maryland\r\nOffice for Refugees and Asylees (MORA), the incumbent will provide support to the\r\nadministration of MORA’s statewide operational functions, facilitate quality assurance\r\nefforts of all MORA programming and operations, and ensure both programmatic\r\ncompliance and overall effectiveness of federally-funded operation.\r\n

POSITION DUTIES

Provides assistance in the administration of MORA’s statewide�operational functions.\r\n\r\n\r\nDevelops and implements rules, regulations, standards and�controls for carrying out the operations of both the MORA office�and its contracts with vendors statewide.\r\nActively supports the MORA Contract Manager in preparing�annual program budgets, while ensuring vendor contracts and�funds are obligated and procured in a timely manner.\r\nEvaluates efficiency and effectiveness of MORA operations and�develops, revises, and recommends new policies, standards, and�workflow procedures, using new technology where appropriate.\r\nSupports the MORA team with operational and administrative�functions, including procurement of services to facilitate high�quality of all internal and external services.\r\n\r\n\r\nSupports efforts to monitor and ensure quality of all MORA�programmatic and administrative data.\r\n\r\n\r\nReviews all data entered in the MORA database to ensure�accuracy and consistency with reports submitted by providers.\r\nProvides support to the MORA Database Manager in developing�and ensuring accuracy of data reports, in particular federal semi-annual and annual report submissions.\r\n\r\n\r\nCoordinates the issuance of benefits to eligible MORA clients across�multiple federally-funded programs.\r\n\r\n\r\nEnsures accuracy of Refugee Transitional Cash Assistance�(RTCA) client benefit issuance records by verifying all payments�entered in the MORA� database are consistent with invoice�submissions, in collaboration with and under guidance of the�MORA Contract Manager.\r\nCollaborates with other DHS and FIA units to verify client data,�such as the Office of Medicaid Eligibility, as well as other state�agencies, such as the Maryland Department of Health, and others.\r\n\r\n\r\n\r\n\r\nOther duties as assigned.\r\n\r\n\r\n

MINIMUM QUALIFICATIONS

Education:��� A Bachelor’s degree from an accredited college or university.\r\nExperience: Five years of experience in the administration of a human services program or experience conducting studies and analyses of programs, procedures, practices and organizations. \r\n\r\nNotes:\r\n1. Candidates may substitute 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�on a year-for-year basis for the required education. \r\n\r\n\r\n2. Candidates may substitute graduate level education�at an accredited college or university in a human services related field at the rate of 30 credit�hours per year for up to two years of the required�experience.\r\n

SELECTIVE QUALIFICATIONS

\r\nOne year of experience administering or managing federal/state/county funded benefit�programs for humanitarian immigrants.\r\nOne year experience providing direct case management support for refugees and�humanitarian immigrants, with a demonstrated understanding of the unique challenges faced by�these�vulnerable�populations.\r\n\r\n

DESIRED OR PREFERRED QUALIFICATIONS

\r\n\r\n\r\n Bachelor’s or graduate degree in social work, or any other human services field.\r\n Demonstrated�ability to learn quickly and adapt to changing systems and processes.\r\n Ability to�work both independently and as a member of a team.\r\n Excellent written and verbal interpersonal and cross-cultural communication skills.\r\n Excellent computer skills, including�proficiency in Microsoft Word applications.\r\n Strong data evaluation and analysis skills and attention to detail.\r\n Demonstrated ability to collect, analyze, and report data to multidisciplinary areas. Basic�understanding of program evaluation design and implementation.�\r\n\r\n\r\n\r\n\r\n

SELECTION PROCESS

\r\nApplicants must meet all minimum qualifications to be considered, and to appear on the list of people eligible for hire. Please read all requirements before applying.�\r\nFor education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service must be provided prior to hire.\r\nThe resulting certified eligible list for this recruitment may be used for similar positions in this or other State agencies.\r\n\r\n\r\n

BENEFITS

\r\nContractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program, have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents. As a contractual employee, you will be responsible for paying 25% of the premiums for your medical and prescription coverage, including any eligible dependents you have enrolled. The State of Maryland will subsidize the remaining 75% of the cost for these benefits. You can also elect to enroll in dental coverage, accidental death and dismemberment insurance, and life insurance, but will be responsible to pay the full premium for these benefits.\r\nLeave may be granted to a contractual employee who has worked 120 days in a 12 month period. This leave accrues at a rate of one hour for every 30 hours worked, not to exceed 40 hours per calendar year.\r\n\r\n

FURTHER INSTRUCTIONS

\r\n\r\nOnline applications are highly recommended, however the paper application may be submitted to: Department of Human Services/HRDT, 311 W. Saratoga Street, Attn :S. Nelson , Baltimore, MD 21201.� The paper application must be received on the closing date for this recruitment, no postmarks will be accepted.� Information received after the closing date will not be considered.� Application inquiries may be directed to dhs.recruit@maryland.gov.����� �\r\nTTY� Users: call via Maryland Relay\r\nWe thank our Veterans for their service to our country, and encourage them to apply.\r\nAs an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity.\r\n\r\n\r\n\r\n\r\n\r\n\r\n