Head Clerk

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.


The Head Clerk oversees administrative case management of the Appeals Unit and supervises staff responsible for case processing, hearing coordination, records management, and customer service. They ensure appeals are processed accurately, efficiently, and in accordance with established procedures and deadlines. The head clerk establishes operational standards for the clerks, provides training and guidance, and works closely with hearing officers to support fair, timely, and effective adjudication of appeals.


GRADE


17


LOCATION OF POSITION


Maryland Department of Labor
100 S. Charles Street


Baltimore, Maryland 21201

Main Purpose of Job


The Head Clerk is a supervisory-level position of the Appeals Unit within the Division of Family and Medical Leave Insurance (FAMLI) at the Maryland Department of Labor. The head clerk will pre-review and intake appeals, assign cases to the appropriate clerks and hearing officers, and ensure the timely processing of appeals. The head clerk will also supervise and manage other clerks within the unit. 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:


Appeals Operation & Case Support

• Provides administrative, procedural, and case management support to hearing officers throughout the appeals process.
• Reviews appeals filings and case records for completeness and procedural compliance and coordinates internal and external follow-up on outstanding issues.
• Coordinates hearings and related conferences, prepares case materials and correspondence, and maintains official case records.
• Maintains case management systems, monitors case progression and deadlines, and supports timely adjudication of appeals.
• Serves as a point of contact for appellants, employers, representatives, and internal stakeholders regarding appeals procedures and hearing logistics.
• Coordinates with internal and external stakeholders to obtain records, resolve procedural issues, and support efficient case processing.

Knowledge of Policies Procedures & Program Requirements

• Maintains knowledge of applicable laws, regulations, policies, and procedures governing appeals administration.
• Assists in the development and maintenance of standard operating procedures, forms, templates, and other operational resources.
• Participates in training and professional development activities and ensures the confidentiality and integrity of case records.

Supervision & Operational Support

• Recruits, trains, supervises, and evaluates clerical staff supporting Appeals Unit operations.
• Assigns and monitors work, provides guidance and coaching, and ensures compliance with established policies and procedures.
• Supports implementation of new processes and technologies and identifies opportunities to improve operational efficiency and customer service.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS

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


Experience: Five years of administrative staff or professional work.


Notes:


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


2. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university and one year of experience in administrative staff or professional work for the required experience.


3. Candidates may substitute the possession of a Master's degree from an accredited college or university for the required experience.


4. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher ranking commissioned officer on a year-for- year basis for the required experience.

DESIRED OR PREFERRED QUALIFICATIONS

• Experience supporting administrative hearings, appeals, investigations, legal proceedings, or other adjudicatory processes.
• Experience maintaining case management systems and official records.
• Experience interpreting and applying policies, procedures, statutes, or regulations.
• Experience supervision administrative or clerical staff.
• Experience communicating with customers, claimants, employers, attorneys, or other stakeholders regarding case-related matters.

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.


SELECTION PROCESS


All information concerning the qualifications, including any required documentation (diploma, transcript, certificate, etc.), must be submitted and received by the closing date. Information submitted after this date will not be considered. Applications that meet minimum and/or selective qualifications will be referred to the hiring unit for interview selection. Units will select those candidates most closely demonstrating the qualifications for an interview.


Resumes are not acceptable and not considered in the selection process; however, resumes may be submitted as supplemental information. All sections of the application must be completed in full. Incomplete applications will not be considered.

All information concerning the qualifications, including any required documentation (diploma, transcript, certificate, etc.), must be submitted and received by the closing date. Information submitted after this date will not be considered. 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.

EXAMINATION PROCESS


The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.


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 benefits" plan)
• Tax-deferred supplemental retirement savings plans (401(k) and 457)
• Comprehensive, subsidized health, dental, and prescription plans with little to no deductible, free generic prescriptions, and free preventative health services
• Flexible Spending Account plans for Health Care and Day care
• State Employees Credit Union

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

FURTHER INSTRUCTIONS

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 the interview). Permanent state employees do not need to submit proof of veterans' status. If you are unable to apply online or encounter difficulty attaching required or optional documentation, you may submit it via email to 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.

If you are unable to apply or encounter difficulty with required or optional documentation, you may submit it via email to 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 application, required documentation, and addendums may be mailed to:

Maryland Department of Labor


Office of Administration


ATTN: Tiffany Lott-Mallard (26-002587-0030)


100 S. Charles Street, Suite 5000, Tower 1


Baltimore, Maryland 21201

TTY Users: call via Maryland Relay


As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State's diversity. People with disabilities and bilingual candidates are encouraged to apply. We thank our Veterans for their service to our country.