Constituent Services Manager, Operations Officer II (NCS) Department of Housing and Community Development

THIS IS A NON-CIVIL SERVICE POSITION
Salary Range:

$74803.00 - $97243.50 ANNUALLY

Starting Pay:

$74803.00 ANNUALLY

Get to Know Us
Welcome to the City of Baltimore! Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact both on the job and in the community while serving its citizens. Join us in making Baltimore a great place to live and the City of Baltimore we hire great people and provide them with the skills and opportunities to grow toward their career aspirations. If you are looking for a career change or are interested in learning more explore our opportunities and benefits programs. We are excited to have you as a part of the City of Baltimore Team! The city offers medical prescription drug dental vision optional life AD&D and FSA plans. This office also supplies wellness programs support groups and workshops. You can learn about our benefits here: Summary
The Baltimore City Department of Housing and Community Development (DHCD) is seeking an innovativeresults-oriented and strategic professional toprovide transformationalleadership for our Division of Homeownership & Housing Preservation (HHP) Constituent Services Manager. The Baltimore City Department of Housing and Community Development (DHCD) was created in1968toconsolidate local community development efforts with housing and building code enforcement. With over 400 employees DHCD strengthens City neighborhoods by attracting investors developers and homebuyers. Through the administration of Community Development Block Grant (CDBG) HOME funds City bond funds and other creative financing mechanisms DHCD finances and guides strategic development projects to meet housing and neighborhood needs. To holdpropertyownersaccountableandkeepneighborhoodssafe DHCD monitors construction and building activity and enforces the Citys building fire zoning and related codes as well as provides energy conservation services. The Constituent Services Manager plays a vital leadership role within the HHP Division of the Agency. This position is instrumental in advancing the vision of the City of Baltimore by ensuring that constituents receive exceptional support and service from the division. The central focus of this role is overseeing Constituent inquiries that come from other agencies The Mayors Office and other government partners. Frontline engagement directly with residents facing housing instability or at risk of losing their homes due to financial or other challenges with home repair and the entity they have contacted will be necessary to resolve concerns. The Constituent Services Manager is responsible for cultivating a high standard of customer care ensuring that all interactions reflect compassion responsiveness and addition to managing government inquiries this role also maintains a database of the request. This includes ensuring timely and accurate reports are summitted weekly to the Director of Administration Deputy Commissioner of the HHP Division and Chief of Staff at DHCD. The Constituent Services Manager will also support and lead special administrative initiatives and projects as needed contributing to the overall efficiency responsiveness and mission-alignment of the division and agency including meetings involving high volume request for information.

Essential Functions

• Receives all constituent services request from mayors office of constituent services city council liaisons delegate and senatorial liaisons and public request for information
• Maintains a database of all inquiries
• Communicates with all HHP departments designee to investigate all inquiries
• Communicates with DHCD government liaisons for awareness and any necessary assistance
• Responds to agencies to acknowledge request for information
• Follows up a comprehensive response to each department and constituent involved
• Completes meeting reports weekly wrap-ups reports and timely follow-up to the director of administration deputy commissioner of HHP and DHCD chief of staff. Represents the agency on assigned committees work groups and other initiatives related to constituent services.
• Participates in monthly meetings for mayors office of older adults & commission on aging and any other constituent services related meeting as required

Minimum Qualifications

Education: Have a bachelors degree from an accredited college or university.

AND

Experience: Have four years of experience in administrative technical or professional work.

OR

Equivalency Notes: Have an equivalent combination of education and experience.

Knowledge Skills and Abilities

• Knowledge of the principles and practices of public and business administration including the process of planning organizing staffing directing and controlling.
• Knowledge of methods and procedures for the collection or organization interpretation and presentation of information.
• Knowledge of management practices and methods.
• Ability to adapt and apply the concepts and techniques of administrative analysis to work assignments.
• Ability to identify problem areas and recommend appropriate solutions based on logical consideration of alternatives.
• Ability to interpret and apply laws rules regulations standards and procedures.
• Ability to prepare and present reports or recommendations clearly and concisely.
• Ability to compile data.
• Ability to coordinate the activities of an organizational unit.
• Ability to plan organize and direct the work of others.
• Ability to research and write complex narrative and statistical reports.
• Ability to establish and maintain effective working relationships with city officials community and business groups to communicate effectively both orally and in writing.

Additional Information

Background Check
Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint screening and must be successfully completed.

Probation
All persons including current City employees selected for this position must complete a 6-MONTH mandatory probation.

Financial Disclosure
This position is required to complete a Financial Disclosure pursuant to Sections 7-7 7-8 and 7-9 of the City Ethics Law. The initial financial disclosure must be submitted within 30 days of hire.

Baltimore City Government is an Equal Employment Opportunity Employer and we are committed to a workplace that values diversity equity and inclusion. The City of Baltimore prohibits discrimination on the basis of race color religion age sex ancestry creed national origin disability status genetics marital status military service sexual orientation gender identity/expression or any other characteristic protected by federal state or local laws. Applicants requiring accommodation during the hiring process should contact the Department of Human Resources directly. Requests for accommodation should not be attached to the application.

BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER