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State of Maryland · 3 weeks ago

INTAKE SPECIALIST ADMINISTRATIVE SPECIALIST III

Maryland, United States

Full-time

Onsite

Entry Level

2+ years exp

The State of Maryland's Office of Correctional Ombudsman is seeking an Intake Specialist to provide independent oversight of the Department of Public Safety and Correctional Services. The role involves assisting individuals seeking assistance, managing complaints, and ensuring accurate data collection to inform departmental decision-making.

Government Administration

Responsibilities

The Intake Specialist will be responsible for the OCO hotline, Perform intake, data entry, and consistent follow-up pertaining to complaints from citizens against DPSCS or DJS, to include:

Contact individuals that file complaints against DPSCS or DJS to review dispute resolution process and collect additional information

Accurately document all communications with complainants and pertaining to complaints in the case management system

Collaborate with the Executive Administrator and OCO staff in their resolution of complaints by ensuring that they have all the necessary case information and documents in a timely manner

Answer complaint-related phone calls as well as general inquiry phone calls while always maintaining professionalism

Compose email correspondence using correct grammar, spelling, and punctuation and following OCO office procedures

Demonstrate attention to detail by accurately collecting, entering, updating, and correcting data in OCO’s complaint case management system to inform departmental decision-making

Review digital files for accuracy and completeness, follow-up on outstanding materials. Build familiarity with a wide range of laws, regulations, and current events pertaining to corrections and juvenile justice to communicate with citizens effectively and accurately

Assist management in administrative tasks related to the preparation of reports and information requests, participate in other special projects and tasks as assigned

Use Language Line interpretation service to facilitate communication with citizens having limited English proficiency

Assist with the division’s community outreach, including communication with citizens, and attending public hearings and occasional off-site events

Maintain a positive, professional relationship with all stakeholders

Effectively manage time and meet deadlines

Work well with others as part of a team

Responsible for maintaining compliance with OCO policies and procedures to ensure the timely delivery of services on a daily and long-range basis

Maintain timely and effective communication

Other duties as assigned

Qualification

Customer serviceData entryCase management softwareCorrectionsDiverse populationsCommunication skillsAttention to detailTeamwork

Required

Graduation from an accredited high school or possession of a high school equivalency certificate

Two years of experience performing administrative staff, clerical, clerical technical, or secretarial work

Preferred

At least one year of experience working with the public in a customer service capacity or other public-facing role

Experience working with Salesforce. If not Salesforce, then experience working with another customer relationship/complaint/case management software or application (ie: Zendesk, ClientTrack, Silvertrac, etc)

Experience working with diverse populations, including juvenile or incarcerated individuals, their families, and advocacy groups

Experience conducting audits, investigations, or oversight activities within a juvenile, correctional or similar setting

Familiarity with Maryland's Juvenile or correctional system and relevant stakeholders

Experience working with governmental bodies and legislative processes

Individuals with relevant lived experience welcomed to apply