Central Manager OESS Customer Services Center, (Manager III), M3
Apply NowCompany: Montgomery County, MD
Location: Derwood, MD 20855
Description:
Salary : $95,788.00 - $169,555.00 Annually
Location : 7300 Calhoun Pl Derwood MD 20855 USA
Job Type: State/County
Remote Employment: Flexible/Hybrid
Job Number: 2025-00225
Department: Department of Health and Human Services
Division: HHS 60 Office of Eligibility and Support Services
Opening Date: 04/15/2025
Closing Date: 4/22/2025 11:59 PM Eastern
FLSA: Exempt
About the Position
The expected salary for this role upon hire is $95,778-$153,198.
WHO WE ARE
Montgomery County is located adjacent to Washington, D.C., and with over one million residents, is the most populous County in the State of Maryland. The County is also the most diverse County in the State and ranks among the top ten most diverse Counties in the nation. Montgomery County contains many major U.S. government offices, scientific research and learning centers, and business campuses.
The is responsible for delivery of the County's public health and human services that meets the needs of our community's most vulnerable children, adults and seniors. The Department provides services through more than 120 programs at more than 20 locations. With over 2,000 employees, the Department of Health and Human Services is the largest County Department.
As a Department, we believe health and wellness of the county can only be achieved by ensuring that every resident has fair opportunities to reach their fullest potential. This means access to quality housing, transportation, education, employment, health care, human services, safe neighborhoods, and healthy food. HHS provides critical services for residents who face a variety of obstacles in achieving their full potential. HHS plays an essential role in building a healthy and strong community.
WHO WE ARE LOOKING FOR
Office of Eligibility and Support Service (OESS) is currently recruiting for an enthusiastic professional to serve as Manager III. and help us achieve our mission. We are committed to fostering a collaborative and inclusive environment that supports your growth and success
What You'll Be Doing
The Central Manager within the Office of Eligibility and Support Services (OESS) provides leadership and operational oversight for the Customer Service Assistance Center (CSAC). This role ensures the efficient and effective management of customer inquiries and service requests from multiple channels, including the Maryland State Department of Human Services (DHS) Customer Relations Management (CRM) system, DHS Constituent Services, the Maryland Department of Health, the Maryland Health Benefits Exchange, and the Montgomery County Department of Health and Human Services (MCDHHS) Social Services Officer and the Director's Offices, and Tier II duties from the Montgomery County (MC) 311 Customer Service Unit. Key responsibilities include:
Minimum Qualifications
Experience: Five (5) years of progressively responsible professional experience in Federal, State and Local Government Public assistance programs, compliance, auding program policies, customer services and budget management.
Education: Graduation from an accredited college or university with a Bachelor's Degree.
Equivalency: An equivalent combination of education and experience may be substituted. Note: Based
upon legislative requirements, some positions may be subject to different minimum qualifications.
LICENSE:
Possession of a valid Class "C" (or equivalent) driver's license from the applicant's state of residence
when required for job-related duties
#ZR #DICE
Preferred Criteria, Interview Preferences
We will use preferred criteria screening questions:
We will use interview preference criteria:
IMPORTANT INFORMATION
The Office of Human Resources (OHR) reviews the minimum qualifications of all applicants, irrespective of whether the candidate has previously been found to have met the minimum requirements for the job or been temporarily promoted to the same position. This evaluation is based solely on the information contained in the application/resume submitted for this specific position.
Montgomery County Government(MCG) is an equal opportunity employer, committed to workforce diversity. Accordingly, as it relates to employment opportunities, the County will provide reasonable accommodations to applicants with disabilities, in accordance with the law. Applicants requiring reasonable accommodation for any part of the application and hiring process should email OHR at OHR@montgomerycountymd.gov. Individual determinations on requests for reasonable accommodation will be made in accordance with all applicable laws.
MCG also provides hiring preference to certain categories of veterans and veterans/persons with a disability. For more information and to claim employment preference, refer to the Careers webpage on Hiring Preference.
All applicants will respond to a series of questions related to their education, relevant experience, knowledge, skills, and abilities required to minimally perform the job. The applicant's responses in conjunction with their resume and all other information provided in the employment application process will be evaluated to determine the minimum qualifications and preferred criteria or interview preference status. Based on the results, the highest qualified applicants will be placed on an Eligible List and may be considered for an interview. Employees meeting minimum qualifications who are the same grade will be placed on the Eligible List as a "Lateral Transfer" candidate and may be considered for an interview.
This will establish an Eligible List that may be used to fill both current and future vacancies.
If selected for consideration for this position, you may be required to provide evidence that you possess the knowledge, skills, and abilities indicated on your resume.
Montgomery County Ethics Law: Except as provided by law or regulation, the County's "Public Employees" (which does not include employees of the Sheriff's office) are subject to the County's ethics law including the requirements to obtain advanced approval of any outside employment and the prohibitions on certain outside employment. The outside employment requirements of the ethics law can be found at 19A-12 of the County Code. Additional information about outside employment can be obtained from the Ethics Commission website.
Leave Benefits
Our generous leave package starts with non-MLS permanent and term employees earning 15 days of sick leave and 15 days of annual leave in their first year, as well as up to three additional personal days each calendar year. Positions in MLS earn 35 days of paid time off each year. In addition, we offer all employees 10 paid holidays. Our leave policies adhere to the Family Medical Leave Act of 1993, and we provide six weeks of paid parental leave for new parents.
Retirement Benefits
All permanent and term positions are eligible for robust retirement plans. Public safety positions are eligible for a defined benefit pension plan in which they are vested after only five years. Employees in non-public safety positions can participate in retirement plans that contribute up to 12 percent of their annual salary. All employees can also participate in a supplemental retirement plan, the 457 Deferred Compensation Plan, to contribute even more to their retirement goals.
Tuition Assistance & Student Loan Forgiveness
Montgomery County employees are eligible to participate in the Federal Public Service Loan Forgiveness Program. Participants who meet all requirements may qualify for forgiveness on the remaining balance on their Direct Loans after making 120 qualifying monthly payments under a qualifying repayment plan while working full-time in a qualifying public service position. To learn more about PSLF, please visit the Student Loan Repayment Benefits page. Our tuition assistance program allows you to receive up to $2,130 annually in tuition assistance to help you achieve a degree that supports your career path.
Free Mass Transit Benefit
County employees are entitled to use the RideOn Bus service for free with a valid County-employee ID. This benefit can be used any time of the day or evening, including weekends. We also offer a pre-tax flexible spending account to reduce the cost of other mass-transit options such as MARC trains and Metro.
Reduced Child and Health Care Costs
Working for Montgomery County also entitles permanent and term employees to participate in healthcare and childcare Flexible Spending Accounts. These plans allow eligible employees to save on a pretax basis for healthcare and dependent care costs incurred during the plan year.
Employee Wellbeing
We deeply care about your holistic wellness. Our award-winning wellness program, LiveWell, will support you in improving and maintaining your physical, mental, financial, social, and intellectual well-being.
Learn more about our wonderful benefits available to you once you join our team. Montgomery County Benefits
01
What is your highest level of completed education?
02
How many years of direct experience do you have in Federal, State and Local Government Public assistance programs, compliance, auditing program policies, customer services, and budget management?
03
Please share your experience working with Federal, State and Local Government Public assistance programs, compliance, auditing program policies, customer services, and budget management.
04
Do you have experience in Data Analytics and Quality Assurance?
05
Please share your experience working in Data Analytics and Quality Assurance
06
Do you have experience managing more than 15 line staff and/or supervisory staff?
07
Please share your experience as a supervisor.
Required Question
Location : 7300 Calhoun Pl Derwood MD 20855 USA
Job Type: State/County
Remote Employment: Flexible/Hybrid
Job Number: 2025-00225
Department: Department of Health and Human Services
Division: HHS 60 Office of Eligibility and Support Services
Opening Date: 04/15/2025
Closing Date: 4/22/2025 11:59 PM Eastern
FLSA: Exempt
About the Position
The expected salary for this role upon hire is $95,778-$153,198.
WHO WE ARE
Montgomery County is located adjacent to Washington, D.C., and with over one million residents, is the most populous County in the State of Maryland. The County is also the most diverse County in the State and ranks among the top ten most diverse Counties in the nation. Montgomery County contains many major U.S. government offices, scientific research and learning centers, and business campuses.
The is responsible for delivery of the County's public health and human services that meets the needs of our community's most vulnerable children, adults and seniors. The Department provides services through more than 120 programs at more than 20 locations. With over 2,000 employees, the Department of Health and Human Services is the largest County Department.
As a Department, we believe health and wellness of the county can only be achieved by ensuring that every resident has fair opportunities to reach their fullest potential. This means access to quality housing, transportation, education, employment, health care, human services, safe neighborhoods, and healthy food. HHS provides critical services for residents who face a variety of obstacles in achieving their full potential. HHS plays an essential role in building a healthy and strong community.
WHO WE ARE LOOKING FOR
Office of Eligibility and Support Service (OESS) is currently recruiting for an enthusiastic professional to serve as Manager III. and help us achieve our mission. We are committed to fostering a collaborative and inclusive environment that supports your growth and success
What You'll Be Doing
The Central Manager within the Office of Eligibility and Support Services (OESS) provides leadership and operational oversight for the Customer Service Assistance Center (CSAC). This role ensures the efficient and effective management of customer inquiries and service requests from multiple channels, including the Maryland State Department of Human Services (DHS) Customer Relations Management (CRM) system, DHS Constituent Services, the Maryland Department of Health, the Maryland Health Benefits Exchange, and the Montgomery County Department of Health and Human Services (MCDHHS) Social Services Officer and the Director's Offices, and Tier II duties from the Montgomery County (MC) 311 Customer Service Unit. Key responsibilities include:
- Managing and streamlining CSAC operations to enhance customer service response times and experiences.
- Collaborating with the Constituent Services Unit to resolve issues efficiently and avoid duplication of efforts.
- Supporting DHHS eligibility and enrollment outreach initiatives by ensuring staff are well-trained to assist customers and troubleshoot enrollment issues.
- Developing internal policies and customer service surveys to measure and improve service effectiveness in alignment with state and departmental customer service expectations.
- The position is further responsible for overseeing the Employment Services and Refugee and Asylee programs at the Suburban Washington Resettlement Center and compiling critical data sets that guide the administration's overall program operations.
- This position plays a critical role in maintaining high-quality customer service and operational excellence across multiple programs and initiatives.
- This position is responsible for managing a call center which includes up to 25 staff members.
- This position will require travel to different locations within the county.
Minimum Qualifications
Experience: Five (5) years of progressively responsible professional experience in Federal, State and Local Government Public assistance programs, compliance, auding program policies, customer services and budget management.
Education: Graduation from an accredited college or university with a Bachelor's Degree.
Equivalency: An equivalent combination of education and experience may be substituted. Note: Based
upon legislative requirements, some positions may be subject to different minimum qualifications.
LICENSE:
Possession of a valid Class "C" (or equivalent) driver's license from the applicant's state of residence
when required for job-related duties
#ZR #DICE
Preferred Criteria, Interview Preferences
We will use preferred criteria screening questions:
- Do you have 5 years' experience in Federal, State and Local Government Public assistance programs, assessing, and auditing program compliance?
- Do you have 5-7 years' experience in overseeing customer service/call Center and budget management?
- Do you have experience communicating information to large groups of internal and external partners?
- Do you have experience in Data Analytics and Quality Assurance?
- Do you have experience leading large organizations, projects, process improvements and initiatives?
- Do you have supervisory experience?
We will use interview preference criteria:
- 5 years' experience in Federal, State and Local Government Public assistance programs, programs, compliance, auditing program policies.
- 5-7 years of experience in overseeing/managing a customer service/call Center and budget management
- Extensive experience in Data Analytics and Quality Assurance.
- Experience supervising administrative staff.
- Experience analyzing social service community needs and making recommendations on policy development.
- Extensive experience in Workforce Development
IMPORTANT INFORMATION
The Office of Human Resources (OHR) reviews the minimum qualifications of all applicants, irrespective of whether the candidate has previously been found to have met the minimum requirements for the job or been temporarily promoted to the same position. This evaluation is based solely on the information contained in the application/resume submitted for this specific position.
Montgomery County Government(MCG) is an equal opportunity employer, committed to workforce diversity. Accordingly, as it relates to employment opportunities, the County will provide reasonable accommodations to applicants with disabilities, in accordance with the law. Applicants requiring reasonable accommodation for any part of the application and hiring process should email OHR at OHR@montgomerycountymd.gov. Individual determinations on requests for reasonable accommodation will be made in accordance with all applicable laws.
MCG also provides hiring preference to certain categories of veterans and veterans/persons with a disability. For more information and to claim employment preference, refer to the Careers webpage on Hiring Preference.
All applicants will respond to a series of questions related to their education, relevant experience, knowledge, skills, and abilities required to minimally perform the job. The applicant's responses in conjunction with their resume and all other information provided in the employment application process will be evaluated to determine the minimum qualifications and preferred criteria or interview preference status. Based on the results, the highest qualified applicants will be placed on an Eligible List and may be considered for an interview. Employees meeting minimum qualifications who are the same grade will be placed on the Eligible List as a "Lateral Transfer" candidate and may be considered for an interview.
This will establish an Eligible List that may be used to fill both current and future vacancies.
If selected for consideration for this position, you may be required to provide evidence that you possess the knowledge, skills, and abilities indicated on your resume.
Montgomery County Ethics Law: Except as provided by law or regulation, the County's "Public Employees" (which does not include employees of the Sheriff's office) are subject to the County's ethics law including the requirements to obtain advanced approval of any outside employment and the prohibitions on certain outside employment. The outside employment requirements of the ethics law can be found at 19A-12 of the County Code. Additional information about outside employment can be obtained from the Ethics Commission website.
Leave Benefits
Our generous leave package starts with non-MLS permanent and term employees earning 15 days of sick leave and 15 days of annual leave in their first year, as well as up to three additional personal days each calendar year. Positions in MLS earn 35 days of paid time off each year. In addition, we offer all employees 10 paid holidays. Our leave policies adhere to the Family Medical Leave Act of 1993, and we provide six weeks of paid parental leave for new parents.
Retirement Benefits
All permanent and term positions are eligible for robust retirement plans. Public safety positions are eligible for a defined benefit pension plan in which they are vested after only five years. Employees in non-public safety positions can participate in retirement plans that contribute up to 12 percent of their annual salary. All employees can also participate in a supplemental retirement plan, the 457 Deferred Compensation Plan, to contribute even more to their retirement goals.
Tuition Assistance & Student Loan Forgiveness
Montgomery County employees are eligible to participate in the Federal Public Service Loan Forgiveness Program. Participants who meet all requirements may qualify for forgiveness on the remaining balance on their Direct Loans after making 120 qualifying monthly payments under a qualifying repayment plan while working full-time in a qualifying public service position. To learn more about PSLF, please visit the Student Loan Repayment Benefits page. Our tuition assistance program allows you to receive up to $2,130 annually in tuition assistance to help you achieve a degree that supports your career path.
Free Mass Transit Benefit
County employees are entitled to use the RideOn Bus service for free with a valid County-employee ID. This benefit can be used any time of the day or evening, including weekends. We also offer a pre-tax flexible spending account to reduce the cost of other mass-transit options such as MARC trains and Metro.
Reduced Child and Health Care Costs
Working for Montgomery County also entitles permanent and term employees to participate in healthcare and childcare Flexible Spending Accounts. These plans allow eligible employees to save on a pretax basis for healthcare and dependent care costs incurred during the plan year.
Employee Wellbeing
We deeply care about your holistic wellness. Our award-winning wellness program, LiveWell, will support you in improving and maintaining your physical, mental, financial, social, and intellectual well-being.
Learn more about our wonderful benefits available to you once you join our team. Montgomery County Benefits
01
What is your highest level of completed education?
- N/A
- High School/GED
- Associate's Degree
- Bachelor's Degree
- Master's Degree
- Juris Doctor
- Doctorate
02
How many years of direct experience do you have in Federal, State and Local Government Public assistance programs, compliance, auditing program policies, customer services, and budget management?
- No Experience
- 1 Year Experience
- 2 Year's Experience
- 3 Year's Experience
- 4 Year's Experience
- 5 Year's Experience
- 6 Year's Experience
- 7 Year's Experience
- 8 Year's Experience
- 9+ Year's Experience
03
Please share your experience working with Federal, State and Local Government Public assistance programs, compliance, auditing program policies, customer services, and budget management.
04
Do you have experience in Data Analytics and Quality Assurance?
- Yes
- No
05
Please share your experience working in Data Analytics and Quality Assurance
06
Do you have experience managing more than 15 line staff and/or supervisory staff?
- Yes
- No
07
Please share your experience as a supervisor.
Required Question