Human Services Specialist III - County Administration, Office of Consumer Protection

Senior Investigator And Arbitration Case Manager

Howard County: Conveniently located in the heart of central Maryland between Baltimore and Washington, Howard County offers the charm of a historic past mixed with the excitement of a cosmopolitan community. Howard County Government is a leader in innovation, sustainability, and consistently ranked as one of the best places to live and work in the country. In 2025, Howard County Government received a record-breaking 83 Achievement Awards from the National Association of Counties (NACo) the highest number of annual NACo awards achieved in the history of the State of Maryland, and the highest number of awards out of any county in the State of Maryland which received a collective 136 awards. NACo is the leading organization representing county-level government operations. These awards recognize innovative and transformative programs that provide new services for county residents, improve existing programs, upgrade working conditions, and enhance citizen participation and public policymaking. We are looking for outstanding individuals to join our team and contribute to excellence in Howard County operations.

What you'll like most about working at Howard County Government:

• We are committed to workplace excellence in every area of County government.
• We have a highly talented, diverse, and inclusive workplace. Your input will not only be heard, but it will be encouraged!
• We offer competitive compensation and great benefits including medical, retirement, and wellness programs.
• As a member of the Howard County Government team, you'll be helping drive our culture and directly impact what makes us an amazing place to work.

Serves as the Senior Investigator and Arbitration Case Manager for the Office of Consumer Protection (OCP). This is a highly complex position which requires specialized legal knowledge concerning theories of consumer and tenant protections and the ability to use and apply case law to each case before the Office. The position requires impartial analysis of law, evidence and facts as well as the ability to work successfully with the parties in each case, who are adversaries, and who also represented by counsel. The position also requires the development, deployment and administration of an arbitration program. This is an advanced working supervisory position. The position is a management position which requires experience in investigation of consumer cases, oversight of an alternative dispute resolution program, interfacing with relevant federal, state and local agencies. Work includes assisting the Administrator in supervising the daily operations of the office, which includes planning, organization, coordination, and direction of investigative services and programming, preparing and administering budgets, and seeking, applying and administering grants and contracts. The position works under the direction and supervision of the OCP Administrator.

Starting salary hiring range: $37.22 - $48.74 $77,422 - $101,377. This is the anticipated starting salary range for this position. Please note that the final salary will be determined by the Office of Human Resources, commensurate with experience and aligned to ensure internal equity with similarly situated roles. This position will start no earlier than January 1, 2027. This is a Classified position, meaning that it is a part of the Howard County Classified Service upon completion of a probationary period of at least six (6) months. Hybrid work schedule available after probation has been completed.

Essential Duties And Responsibilities

Complex Investigation and Enforcement:

• Conduct comprehensive investigations into complex complaints involving unclear issues of fact or law.
• Plan and execute detailed fact-finding activities, including evidence collection, site visits, and interviews with complainants, respondents, witnesses, and subject-matter experts.
• Analyze business records, company policies, contracts, leases, warranties, and other legal documents to determine violations of Federal, State, and County laws, codes, and Executive Orders.
• Prepare detailed investigative reports and draft formal legal documents such as subpoenas, affidavits, civil citations, statements of charges, consent agreements, cease and desist orders, and notices of violation.
• Prepare cases for administrative hearings and court proceedings in consultation with attorneys; appear and provide expert testimony as required.
• Administer licensing and compliance responsibilities related to specialized statutes (e.g., Solicitors and Peddlers Statute, Trespass Tow Statute), including application processing, license issuance, procedure development, and complaint investigations.
• Coordinate investigative, enforcement, and conciliation efforts with internal County agencies and external governmental or social service organizations.
• Liaise with the Howard County Office of Law and the lawyer assigned to OCP as needed.
• Testify in public hearings, court and arbitration cases, as needed.

Dispute Resolution and Case Management:

• Manage a caseload of consumer complaints from intake through resolution.
• Review complaints for jurisdiction and apply applicable statutes and regulations to provide initial guidance to consumers and tenants.
• Investigate individual and class complaints to resolve disputes through mediation, conciliation, and negotiated settlements with businesses.
• Research and interpret complex legal documents, contracts, and relevant laws, codes, and ordinances to evaluate claims and business responses.
• Conduct industry and marketplace research to provide context and assess claim validity.
• Determine when cases should be referred to enforcement entities or social service agencies.
• Conduct Conciliations on behalf of the Administrator.

Public Education and Outreach:

• Provide technical and practical guidance to the public via phone, email, and in-person consultations on consumer protection and landlord/tenant matters.
• Advise tenants on rights and responsibilities under landlord/tenant laws and educate landlords on compliance requirements.
• Plan and deliver community outreach initiatives, including in-person and virtual presentations, workshops, and educational events.
• Develop and coordinate public education materials such as pamphlets, newsletters, tip sheets, social media content, and website resources.
• Advise businesses on their legal obligations under consumer protection statutes.
• Attend Board meetings as needed.

Policy, Legislation, and Special Projects:

• Review proposed state and local legislation and provide feedback on potential impacts to County consumers and the Office.
• Recommend and draft regulations, operating procedures, proposed legislation, and public information materials as needed.
• Serve as a subject-matter expert on task forces, commissions, and interagency or intergovernmental working groups.
• Support Office leadership by staffing advisory boards and performing related duties in the absence of an Administrator.
• Participate in Emergency Management activities and special projects, including assignments outside normal business hours when required.

Arbitration:

• Design, develop and deploy OCP's new arbitration program.
• Recruit, train and oversee volunteer corps of arbitrators.
• Assists in administering arbitration; communicates regularly with parties, party representatives, and arbitrators and mediators by telephone, email, video conferencing, and letter; performs scheduling and other administrative tasks.
• Develops, understands and applies respective rules and procedures for administering arbitration cases; interprets and determines their appropriate application to assigned cases.
• Maintains and updates case files, records, and documents in the online case management system.
• Ensures confidentiality of case information and case records; adheres to the County's information security and data privacy policies, procedures, and practices.
• Assists in coordinating, initiating, and administering conference calls and video conferences.
• Prepares and sends electronic and written communications to parties, party attorneys, and arbitrators and mediators.
• Proactively identifies case management issues and informs management; takes appropriate action to resolve them as appropriate.
• Responds to inquiries from clients, client representatives, and panelists in a timely and courteous manner; assists managers with informing and educating clients and client representatives on processes.
• Provides feedback to Administrator regarding interaction with arbitrators.
• Attends on-site and in-person meetings and training sessions.

Supervisory Responsibilities: Manage volunteer arbitrators and subordinate positions in the Office of Consumer Protection. At the direction of the Administrator: participate in the interviewing, hiring, training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; and addressing complaint and resolving problems.

Minimum Required Education/Experience

Bachelor's Degree and three (3) years' experience or an equivalent combination of education and experience. Required certifications, licenses, and registrations: Possession of a valid driver's license as individual will be commuting within the community. Preferred education, knowledge, skills, and abilities:

• Juris Doctor degree from an accredited law school.
• Substantial experience in consumer protection, investigatory, or regulatory compliance work.
• Knowledge of applicable Federal, State, and local laws related to consumer protection, contracts, and