ADMINISTRATIVE SPECIALIST III

Introduction

The Maryland Office of People's Counsel (OPC) seeks motivated and compassionate applicants with strong communication skills to join our mission-driven team as OPC's Consumer Assistance Intake Specialist. The Consumer Assistance Intake Specialist serves as the first point of contact for all stakeholders contacting the Office of People’s Counsel via the main office phone number and email - primarily fielding calls from residential utility consumers seeking assistance with utility-related issues. This role is critical in supporting individuals across the State who are experiencing difficulties with their utility bills or utility company.� As a State agency, OPC is an equal opportunity employer and is committed to the full inclusion of all qualified individuals without regard to race, color, religion, sex, physical or mental disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

GRADE

12

LOCATION OF POSITION

6 St. Paul Street, Suite 2102 Baltimore, Maryland 21202

Main Purpose of Job

The main purpose of this job is to perform intake on all calls and emails, offering empathetic support to all callers and especially those in crisis, and providing information and referrals to help consumers access resources and assistance. This position will also prepare outreach materials and work on special projects aimed at raising awareness and educating the community about available utility assistance programs and general utility-related topics. This position works with a wide range of people from diverse socio-economic backgrounds, literacy levels, and languages. This position will work closely within the Consumer Assistance team to address community needs, share insights, and collaborate on projects and initiatives. The Consumer Assistance Intake Specialist requires someone who can remain calm and composed when working with consumers who are experiencing crises related to basic needs, such as housing, power shut-offs, or healthcare-related concerns. There must be the ability to assess complex situations, think critically, and develop actionable solutions that address immediate needs. This position must possess the ability to remain calm under pressure, actively listen, de-escalate difficult situations, provide empathetic support, and quickly build rapport. This position ensures all clients receive the help they need in a compassionate, timely and professional manner. This role requires demonstrated ability to work effectively with diverse populations, respecting and understanding various cultural backgrounds, values, and beliefs. This role must be comfortable advocating for clients' needs and navigating resources on their behalf, ensuring they receive the support they need during difficult times.

POSITION DUTIES

Intake and Assessment: Serve as the first point of contact for all incoming calls and emails from consumers facing utility issues, problems paying their bills, or other complaints against utility companies. Conduct thorough intake interviews over the phone or through email to gather information about their utility problems, financial situation, and immediate needs while building quick rapport. All intake will be entered into an online system and triaged to the appropriate Consumer Assistance team member. The intake function at OPC also includes quickly addressing requests from the media, members of the General Assembly and OPC vendors. Position acts as a triage center and the front facing image of the office. Must possess a working knowledge of all office functions in order to direct requests that cannot be answered on the spot to the right person. Information and Referral: Provide clear, accurate information regarding available utility assistance programs and resources. Offer appropriate referrals to external support services, such as legal assistance, complaint processes, or other supports that may include housing or food. Explain general utility topics in a clear and understandable manner, requiring a working knowledge of Maryland utility and energy resources, policy and law. In some cases, direct consumer assistance will be assigned. Some of these duties may include preparing mailings of requested documents/applications for clients that do not have internet access. Case Record Management: Maintain detailed and accurate records of client interactions, ensuring all information is documented in compliance with privacy policies. Handle all client data with confidentiality and security. Crisis Intervention and De-escalation: Remain calm under pressure and use active listening techniques to de-escalate tense or emotionally charged situations. Offer empathetic and solution-focused responses to clients in crisis. Outreach and Education: Assist in the creation and dissemination of outreach materials (flyers, brochures, digital content) designed to raise awareness of available utility assistance programs, educating the community about their options and rights when dealing with utility companies. Special Projects: Take on additional projects aimed at improving outreach efforts, educational initiatives, or community engagement related to utility issues. Assist Consumer Assistance team in gathering necessary case documents from external sources in order to help consumers. Assist with other duties as assigned.

MINIMUM QUALIFICATIONS

Education: Graduation from an accredited high school or possession of a high school equivalency certificate. Experience: Two years of experience performing administrative staff, clerical, clerical technical, or secretarial work.� Notes: 1. Candidates may substitute 30 college credit hours from an accredited college or university for each year of the required experience. 2. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer involving staff work requiring regular use of independent judgment and analysis in applying and interpreting rules and regulations in accordance with agency laws and policies on a year-for-year basis for the required experience.

DESIRED OR PREFERRED QUALIFICATIONS

The desired candidate should possess: - A bachelor of social work (BSW) degree, or 5 years experience in a social work setting. -Experience with client intake. -Strong listening skills, experience with crisis deescalation, and empathetic response. -Experience with data entry within and utilization of a customer service or case management database system.� - Strong critical thinking skills and the ability to comfortably exercise independent judgment. - Working knowledge of State energy and utility assistance programs and resources for energy insecure households.� - Demonstrated experience working with diverse populations.

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.

SELECTION PROCESS

Please make sure that you provide sufficient 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.�We will not 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

STATE OF MARYLAND BENEFITS �

FURTHER INSTRUCTIONS

Online applications are highly recommended. However, if you are unable to apply online,�the paper application and supplemental questionnaire may be submitted to:�Department of Budget and Management, Recruitment and�Examination Division, 301 W. Preston St., Baltimore, MD 21201.�Paper application materials must be received in our office�by the�closing date for the recruitment. No postmarks will be accepted. For questions regarding this recruitment, please contact the�DBM Recruitment and�Examination Division at Application.Help@maryland.gov�or 410-767-4850,�MD TTY Relay Service 1-800-735-2258. We thank our Veterans for their service to our country. People with disabilities and bilingual candidates are encouraged to apply. As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.

Salary : $47,536 - $75,820