ADMINISTRATIVE SPECIALIST III

Introduction


Maryland's Family and Medical Leave Insurance (FAMLI) program makes sure all workers in Maryland have paid time off for medical and family reasons. FAMLI is a social insurance system covering 2.6 million workers and 180,000 employers, delivered as a digitally native, public-facing service. We're in the early stages of building something as big and as far-reaching as unemployment insurance or a new health department. We know that delivering services primarily through a website, over the Internet, is a new way of doing business in government.


The Appeals Unit is responsible for providing a fair and impartial process for reviewing determinations made by the FAMLI Division. Our Hearing Officers conduct hearings, review evidence, and issue legally sound decisions while safeguarding due process. The Appeals Unit is committed to delivering timely, accessible, and high-quality service to workers, employers, and the public while upholding the integrity of the FAMLI program.


An Appeals Specialist II is a full-performance, advanced-level administrative role within the FAMLI Appeals Unit. Appeals Specialists maintain organization within the Appeals Unit and support the Unit's commitment to integrity, efficiency, and fairness.


GRADE


12


LOCATION OF POSITION


100 S. Charles St
Baltimore, MD 21201

Main Purpose of Job


An Appeals Specialist II is a full-performance, advanced-level administrative position of the Appeals Unit within the Division of Family and Medical Leave Insurance (FAMLI) at the Maryland Department of Labor. The Appeals Specialist II ensures accurate and timely processing of appeals by serving as an initial point of contact for appeals cases, assisting with the appeals intake process, and providing key administrative support throughout the full appeals process. The Appeals Specialist II also responds to inquiries from appellants, employers, representatives and internal stakeholders regarding the administrative requirements of the appeals process, among other duties. These duties must all be accomplished while maintaining high-quality, customer-focused services that support the FAMLI appeals process.


POSITION DUTIES

Duties of this position include but are not limited to:

40% - Customer Service

• Maintains high-level customer service standards by supporting employers and workers with the FAMLI appeals process.
• Meets customer service needs within all required or recommended timeframes.
• Serves as the first point of contact in the Appeals Unit for employers, workers and other stakeholders.
• Assists with the appeals intakes, and provides administrative support throughout the appeals process.
• Responds to inquiries from appellants, employers, representatives and internal stakeholders regarding the administrative requirements of the appeals process.
• Addresses customer inquiries related to appeals through multiple channels (e.g. phone and email), ensuring professionalism and empathy.
• Provides clear and accurate information regarding the appeals process.
• Determines the most effective way to respond to inquiries following established protocols.
• Educates customers on self-service resources and programs tools, empowering them to navigate FAMLI appeals processes effectively.
• Defuses irate customers calmly, professionally and with empathy.
• Clarifies what documentation is needed for appeals.
• Escalates complex issues to the team lead when necessary.

40% - Case Management

• Maintains and updates claimant and employer information in the CRM System.
• Collaborates effectively with Appeals Clerks, Hearing Officers, and other team members in the Appeals Unit.
• Collaborates effectively with other Directorates, especially Customer Care, in supporting the appeals process.
• Maintains confidentiality and ensures proper handling of sensitive information and records.
• Remains adaptable to new technologies and new processes as they are introduced.
• Assists in identifying opportunities to improve operational efficiency, workflow management, and customer service within the Appeals Unit.

15% - Knowledge of Policies, Procedures & Program Requirements

• Stays up-to-date on FAMLI policies, procedures and regulations.
• Participates in training related to administrative processes, customer service, records management, appeals operations, and other relevant topics.

5% - Other

• Compiles data and produces reports as directed.
• Performs other duties as required.

MINIMUM QUALIFICATIONS

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


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


Notes:


1. Candidates may substitute 30 college credit hours from an accredited college or university for each year of the required experience.


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.

DESIRED OR PREFERRED QUALIFICATIONS


Experience in paid leave, unemployment insurance, workers compensation, or any other benefits administration program is preferred.


Experience maintaining case management systems and official records is preferred.


Experience providing administrative support for legal processes is preferred.

Experience supporting a new government program is preferred.


LICENSES, REGISTRATIONS AND CERTIFICATIONS


Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator's license valid in the State of Maryland.


SPECIAL REQUIREMENTS


All candidates are subject to a background check against files maintained by the Division of Unemployment Insurance (Labor/DUI) to determine whether any monies are owed to Labor/DUI as a result of unemployment insurance overpayment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment. Personnel employed in this classification may have access to federal tax information and may be subject to a state and FBI criminal background check as a condition of employment.


SELECTION PROCESS


Please make sure that you provide enough information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. Unfortunately, we won't consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.


A resume and cover letter are strongly encouraged for this position. Please upload one Word or PDF file that includes your combined cover letter and resume using the "Transcript" upload function, or via the JobAps "Other" tab. Note that initial screening is based only on the information provided within the online application.


For positions that require a bachelor's/master's degree, etc. :


Educational credentials from foreign countries must be evaluated by an approved education review service. This evaluation must be submitted before hire. For further information, you may call International Consultants of Delaware, Inc. View phone number on click.appcast.io or World Education Services Inc. View phone number on click.appcast.io or (202) View phone number on click.appcast.io.

EXAMINATION PROCESS


The examination for this recruitment will be an evaluation and rating of the information provided on your application. Your education, training, and experience will be assessed against the requirements of the position. It is essential that the application is filled out completely and accurately, including any required documentation (diploma, transcript, certification, license, etc.). Detail all relevant education and experience specifically addressing the minimum, desired, and/or selective qualifications.


***Please note that your answers on the supplemental questionnaire must correspond to the information provided on your application to receive credit.

BENEFITS


This is a full-time, permanent position and eligible for full State benefits, which include:

• Flexible hours and hybrid teleworking
• Paid holidays 12-13 per year
• Generous paid leave package (annual, sick, personal and compensatory leave)
• State Pension ("defined benefit" plan)
• Tax-deferred supplemental retirement savings plans (401(k) and 457)
• Comprehensive, subsidized health, dental and prescription plans with little to no deductibles, free generic prescriptions, and free preventative health services
• Flexible Spending Account plans for Health Care and Daycare
• State Employees Credit Union

To learn more, please click this link: STATE OF MARYLAND BENEFITS

FURTHER INSTRUCTIONS


The online application is STRONGLY preferred. However, if you are unable to apply online, or having difficulty with your login or password, please contact DBM's Helpdesk directly at View phone number on click.appcast.io (8:00 AM to 5:00 PM daily, except for holidays and weekends). After business hours, please submit an email request to View email address on click.appcast.io.


U.S. Military Veterans may qualify for additional bonus points towards certification. Any job offer will be contingent on the candidate providing a U.S. Military form DD 214 verifying honorable discharge from service prior to starting employment (and may be requested prior to interview). Permanent State employees do not need to submit proof of Veterans' status.


The paper application must be received by 5 pm, close of business, on the closing date for the recruitment, no postmarks will be accepted. Incorrect application forms will not be accepted.


If you encounter difficulty attaching required or optional documentation, you may contact Mercedes Peterman via email at View email address on click.appcast.io. Please be sure to include your name, identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing.


PLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION

Completed applications, required documentation, and any required addendums may be mailed to:


Maryland Department of Labor/ Office of Administration


Attn: Mercedes Peterman #26-002043-0033


100 S. Charles Street, Tower 1, Ste. 5000


Baltimore, MD 21201


The MD State Application Form can be found online


Maryland Department of Labor is an equal opportunity employer. It is the policy of LABOR that all persons have equal opportunity and access to employment opportunities, services, and facilities without regard to race, religion, color, sex, age, national origin or ancestry, marital status, parental status, sexual orientation, disability or veteran status.