Deputy Director of Constituent Services

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About Us

North Carolina State Government is one of the states largest employers with over 76000 employees all working toward a common goal: a safer and stronger North Carolina. We are a large organization comprised of various agencies offices and universities each providing important public services.

Eligible state employees are entitled to comprehensive benefits including a variety of leave options professional development opportunities insurance and more. To learn more about the benefits of being a North Carolina state employee visit the N.C. Office of State Human Resources website.

Permanent temporary and time-limited state government jobs can be found from the mountains to the coast. Find your next opportunity today!

Description of Work

Knowledge Skills and Abilities/Management Preferences

The Deputy Director of Constituent Engagement leads daily operations for the Governors constituent service function ensuring that every contact is handled professionally and efficiently. This role manages intake workflows case assignments escalations and service quality; supervises team members; partners closely with policy communications outreach legal and cabinet agencies; assists with the planning and staffing of constituent group events at the Executive Mansion; and drives process improvements and reporting to the Director and Deputy Chief of Staff.

Key Responsibilities

• Manages the day-today operations of constituent intake across phone email mail web forms and events; maintains service level standards and quality benchmarks.
• Supervise and develop staff (OCE team members and interns) including onboarding training coaching scheduling and performance feedback aligned to the admins goals.
• Ensure clear documentation timely follow-up and appropriate resolutions; oversee sensitive case escalations to leadership.
• Planning and staffing of constituency group-based events at the Executive Mansion.
• Create weekly/monthly dashboards on volume backlog timeliness sentiment and issue themes; present insights and recommendations using our CRM
• Manage tools and systems (case management/CRM inboxes document templates).
• Coordinate with DIT on access upgrades and user support.
• Assisting and managing the fulfillment of award requests (state government and community-based document production). Providing support and staffing for in-house presentations of awards given by Governor Stein.
• Represent the office in meetings; serve as liaison between leadership and staff internally within the Office of the Governor as well as across State Government (Departments and Agencies).
• Assume responsibility and authority in the Directors absence as appropriate.

Minimum Education and Experience

Some state job postings say you can qualify by an equivalent combination of education and experience. If that language appears below then you may qualify through EITHER years of education OR years of directly related experience OR a combination of both. See the Education and Experience Equivalency Guide for details.

Knowledge Skills & Abilities

• Exceptional customer service orientation and professional communicationverbal written and interpersonalsuited to high volume public contact.
• Strong program/operations management skills: planning prioritization workflow design and organization.
• Strong people management skills: effective at addressing concerns solving problems and motivating the team.
• Proficient in Outlook OneDrive.

Additional Information

The Office of the Governor (GO) fills positions with highly qualified individuals Exempt from the Human Resources Act (EHRA) because they serve in policymaking confidential or special-assistant roles. We are an Equal Employment Opportunity Employer.

Our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved.

We invite all potential applicants to apply for any positions they are qualified for. It is the policy of the State of North Carolina and the Office of the Governor (GO) that all employees provide proof of employment eligibility (immigration and naturalization) on the first day of employment. We participate in E-Verify (Employment Eligibility Verification System).

This is a full-time position (40 hours per week) with State Benefits

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All applicants must complete and submit a state application for employment by 11:59 pm on the closing date; otherwise the application will be deemed untimely and will not be processed.

Please complete the Education (including high school and all degrees obtained) Work Experience and Certificates & Licenses sections. It is critical to our screening and salary determination process that applications contain comprehensive candidate information.

Answers to Supplemental Questions are not a substitute for providing all relevant information within the body of your application. To receive credit for the supplemental questions you must provide supporting information within the Work Experience section of the application to support your answers.

Degrees must be received from appropriately accredited institutions. Transcripts and degree evaluations may be uploaded with your application. The State of North Carolina/Office of State Human Resources uses the National Association of Credential Evaluation Services (NACES) as a referral resource for applicants seeking certification of their credentials as equivalent. For a list of organizations that perform this specialized service please visit the NACES membership website.

If multiple applications are submitted to an individual posting only the most recent application received before the closing date will be accepted. Due to the volume of applications received we are unable to provide information regarding the status of your application over the phone.

To check the status of your application please log in to your account. On the closing date applications are Under Review and will be screened by Human Resources for qualified applicants. The hiring process may take several weeks.

If there are any questions about this posting other than your application status please contact the individual listed on this posting at 984.236.0800.

Veterans and National Guard Preference

Applicants seeking Veterans Preference must attach a DD-214 Member-4 Form (Certificate of Release or Discharge from Active Duty) to their applications.

Applicants who are former members of either the NC Army National Guard or the NC Air National Guard with an honorable discharge and six years of creditable service must attach a copy of DD Form 256 or NGB Form 22 along with the state application.

ADA Accommodations

Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA) OSHR is committed to the full inclusion of all qualified individuals. As part of this commitment OSHR will ensure that people with disabilities or known limitations covered by the PWFA are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process please contact the person indicated below.

EEO Statement

The State of North Carolina is an Equal Employment Opportunity Employer. It is dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination harassment or retaliation. The state provides reasonable accommodations to employees and applicants with disabilities for known limitations related to pregnancy childbirth or related medical conditions and for religious beliefs observances and practices.

EEO Statement

The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination harassment or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy childbirth or related medical conditions; and for religious beliefs observances and practices.

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