Please note: The salary range above represents this position’s earning potential. The anticipated hiring range for this position will be $98,662 to $158,386, based on the candidate’s qualifications and experience.
Manager III
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 is home to many major U.S. government offices, scientific research and learning centers, and business campuses.
The Department of Health and Human Services (HHS) is responsible for delivering 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 the 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
The Office of Eligibility and Support Services (OESS) is currently recruiting for an enthusiastic professional to join our team as a Manager III. In this role, you will play a key role in advancing our mission and creating a lasting impact. OESS serves as the point of entry for federal, State, and County health programs targeted to residents of Montgomery County who are uninsured and have limited incomes. The OESS offices confirm eligibility for Care for Kids, Prenatal Care, Dental Services, and Project Access specialty care clinic referrals. We are committed to fostering a collaborative and inclusive environment that supports your professional growth and success.
The Central Manager within the Office of Eligibility and Support Services (OESS) provides strategic leadership and operational oversight for the Customer Service Assistance Center (CSAC). The position ensures efficient management of customer inquiries and service requests received through multiple channels, including: Maryland State Department of Human Services (DHS), Customer Relationship Management (CRM) system, DHS Constituent Services, Maryland Department of Health, Maryland Health Benefits Exchange, Montgomery County Department of Health and Human Services (MCDHHS) Social Services Office and Director’s Offices, and Tier II duties from the Montgomery County (MC) 311 Customer Service Unit.
Key responsibilities of this position will include, but will not be limited to:
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Overseeing and streamlining CSAC operations to improve response times and customer experience.
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Collaborating with the Constituent Services Unit to resolve issues and prevent duplication efforts.
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Supporting DHHS eligibility and enrollment outreach initiatives by ensuring staff are trained to assist customers and troubleshoot enrollment issues.
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Developing internal policies and customer service surveys to measure and enhance service effectiveness in alignment with state and departmental standards.
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Overseeing the Employment Services and Program Integrity Units and compiling critical data sets to inform and guide overall program operations.
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Performing other job-related duties as assigned.
This role plays a vital role in ensuring high-quality customer service and operational excellence across multiple programs and initiatives.
This position is designated as one that requires filing a Financial Disclosure Statement, and you will be required to disclose information about your financial affairs. The Financial Disclosure Statement forms require the filer to identify real estate interests, equity interests, and other relationships such as employment, debts, and gifts so that the public can be assured that the impartiality and independent judgment of those officials and employees will be maintained. A financial disclosure statement will need to be filed within 15 days of beginning your new position.
Experience: Five (5) years of progressively responsible experience determining eligibility for Maryland Medicaid and Family Investment programs, SNAP, TDAP, and/or TCA, as well as managing a customer service center. Candidates should have supervisory experience.
Education: Graduation from an accredited college or university with a bachelor’s degree.
Equivalency: An equivalent combination of education and experience may be substituted.
Preferred Criteria:
The applications of those individuals meeting the minimum qualifications will be reviewed to determine the extent, relevance of training, and experience in the following areas:
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Experience using automated eligibility systems and databases such as MDThink, Maryland Health Connection, MMIS, E&E, or similar platforms.
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Experience utilizing Federal and State laws and regulations relating to eligibility determinations, program integrity, quality assurance, and audits.
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Experience managing a call center and contract staff.
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Experience supporting outreach efforts and resolving enrollment-related issues utilizing Federal and State laws and regulations relating to eligibility determinations
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 [email protected]. 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.
