ADMINISTRATOR III SUPERVISOR (Program Manager)

Introduction

The Maryland State Department of Assessments and Taxation - Homeowner Protection Program is\r\nseeking a motivated and results-driven Administrator III Supervisor to join our\r\nteam.\r\nThis position plays a key role in supporting agency operations\r\nby supervising professional and/or support staff, coordinating workflow,\r\nimplementing policies and procedures, and identifying opportunities to improve\r\nefficiency and service delivery. The incumbent may also work closely with\r\nexecutive leadership on special projects, policy development, research,\r\noperational planning, and initiatives that support the agency’s overall\r\nmission.\r\nThe ideal candidate is a confident leader who can effectively\r\nmanage multiple priorities, communicate clearly, exercise sound judgment, and\r\nbuild collaborative working relationships. We are looking for someone who is\r\norganized, adaptable, solutions-oriented, and committed to providing\r\nhigh-quality administrative leadership in a fast-paced public service\r\nenvironment.\r\n\r\n\r\nIf you are ready to bring your leadership, organizational, and\r\nproblem-solving skills to a position where your work can make a meaningful\r\nimpact, we encourage you to apply.\r\n

GRADE

STD0018\r\n

LOCATION OF POSITION

SDAT-Homeowner Protection Program\r\nTax Sales Ombudsman Department\r\n700 E. Pratt Street, 2nd Floor\r\n\r\n\r\nBaltimore, Maryland 21202\r\n

Main Purpose of Job

The Homeowner Protection Program (HPP) Manager is primarily responsible for running and overseeing the day-to-day operations of the HPP, which removes enrolled homeowners from tax sale by paying off their tax liabilities to Counties or private investors, records a lien on their property, sets them up on a repayment plan, and assists them with paying their debt back to SDAT and planning to pay future taxes that become due.�\r\n�\r\nThe Manager ensures efficient and effective management of the Program, which includes application processing, enrollment, payment processing, case management, accounting, and supervising appropriate staff. The Manager continually develops and monitors systems for maintaining quality control, creative troubleshooting, and providing excellent customer service. The Manager continually develops and improves program processes, enrollee assistance strategies, promotional communications, and overall program implementation and evolution when appropriate, both in collaboration with the Ombudsman and independently, to respond to evolving program needs and further program goals.�\r\n�\r\nThe HPP Manager is secondarily responsible for assisting the Office of the State Tax Sale Ombudsman. This may include supervising the Tax Sale Specialist, monitoring phone and email inquiries, and by assisting homeowners who are not eligible for the HPP or have not yet become eligible with resolving and avoiding tax delinquency by connecting them with legal services, tax credits, housing and financial counseling, and other helpful resources.�\r\n

POSITION DUTIES

\r\nManges the Homeowner Protection Program\r\n-\tOversees and coordinates operations of the Homeowners Protection Program, serving as the Department's subject matter expert on the Program,�\r\n-\tOversees the application process, including an initial review wilhin a reasonable time once an application is received.\r\n-\tOversees the enrollment process. Reviews all applications fairly and uniformly. To the extent practical, develops objective criteria to evaluate and score applications. Performs final review of applications and recommends enrollees to the TSO.�\r\n-\tOversees handling of enrollees. Manages and tracks accounting aspects of the process. processes loan agreements. manages payments te the counties and private investors. records liens. and tracks monthly payments and status of outstanding debt. Formulates assistance strategies for enrollees, including responsive follow-up when payments are not being made and other communication with enrollees. Takes appropriate action if future tax liabilities become due.�\r\n-\tTakes a customer service driven approach, ensuring that the Tax Sale Help line. email, and other points of contact are responded to adequately. Handles customer escalation that otherwise would rise to the level of the TSO.�\r\n\r\n-\tSets rules and processes for shared emails, phone queues, and otherwise through use of Freshdesk (email/CRM) and 8x8 (VolP).\r\n\r\n\r\n-\tln close coordination with TSO, monitors the HPP Fund ta inform future budget and enrollment projections. Utilizes resources as efficiently and effectively as possible, and requests additional funding and staff when justified.\r\n-\tEnsures all laws, regulations, and policies relevant to the Program are being followed. Seeks out and shares relevant best practices with other SDAT teams and government agencies.\r\n-\tEstablishes, maintains. and communicates clear policies and procedures for staff and members of the public.\r\n-\tCoordinates with other SDAT teams to determine equipment, software, and supply needs for HPP.\r\n-\tContinuously considers and recommends improvements to the Program and it processes.\r\n-\tServes as Program point of contact to government and non-governmental organizations.\r\n-\tDemonstrates discretion when handling persona! information.\r\n-\tConducts an at least annual review of all aspects of the program, including updating paper and online applications as appropriate.\r\n-\tDocuments these procedures and responsibilities. taking a proactive approach ta risk management and identifying and resolving potential audit concerns before they grow.\r\n\r\n-\tDelegates these tasks to subordinates as appropriate.\r\n\r\n

MINIMUM QUALIFICATIONS

Education: Graduation from an accredited high school or possession\r\nof a high school equivalency certificate.\r\nExperience: Six years of administrative staff or professional\r\nwork.\r\nNotes:\r\n1. Candidates may substitute 30 college credit hours from an\r\naccredited college or university for each year up to four years of the required\r\nexperience.\r\n2. Candidates may substitute the possession of a Bachelor's degree\r\nfrom an accredited college or university and two years of experience in\r\nadministrative staff or professional work for the required experience.\r\n3. Candidates may substitute the possession of a Master's degree\r\nfrom an accredited college or university for the required experience.\r\n\r\n4.\r\nCandidates may substitute U.S. Armed Forces military service experience as a\r\ncommissioned officer involving staff work related to the administration of\r\nrules, regulations, policy, procedures and processes, or overseeing or\r\ncoordinating unit operations or functioning as a staff assistant to a higher\r\nranking commissioned officer on a year-for-year basis for the required\r\nexperience\r\n

DESIRED OR PREFERRED QUALIFICATIONS

\r\nPreferred Qualification\r\n�\r\nExperience supervising professional and/or administrative\r\nsupport staff, including assigning work, monitoring performance, coaching\r\nemployees, and reviewing completed assignments.\r\nExperience interpreting and applying policies, procedures,\r\nrules, regulations, or administrative directives in a professional work\r\nenvironment.\r\nExperience tracking assignments, deadlines, performance\r\nmeasures, projects, or other operational activities using spreadsheets,\r\ndatabases, or other automated systems.\r\nStrong written and verbal communication skills, including\r\nexperience communicating complex administrative information to employees,\r\nmanagers, executives, or external stakeholders.\r\nExperience analyzing operational issues, identifying\r\nsolutions, and making recommendations to management.\r\n\r\n

LICENSES, REGISTRATIONS AND CERTIFICATIONS

Employees in this\r\nclassification may be assigned duties which require the operation of a motor\r\nvehicle. Employees assigned such duties will be required to possess a motor\r\nvehicle operator's license valid in the State of Maryland.\r\n

SELECTION PROCESS

Please make sure that you\r\nprovide sufficient information on your application to show that you meet the\r\nqualifications for this recruitment. All information concerning your\r\nqualifications must be submitted by the closing date. We will not consider\r\ninformation submitted after this date. Successful candidates will be\r\nranked as Best Qualified, Better Qualified, or Qualified and placed on\r\nthe eligible (employment) list for at least one year.\r\n

EXAMINATION PROCESS

The assessment may consist of a rating of your\r\neducation, training, and experience related to the requirements of the\r\nposition. It is important that you provide complete and accurate\r\ninformation on your application. Please report all experience and\r\neducation that is related to this position\r\n

BENEFITS

STATE OF MARYLAND BENEFITS\r\nGenerous Paid Time Off: Enjoy 10 to 25 days of annual (vacation) leave per year (depending on seniority), 15 days of sick leave, 6 personal days, and 11 paid state holidays.\r\nFamily-Friendly Policies: Eligible employees receive paid family and medical leave to care for a child within six months of birth or adoption.\r\nComprehensive Health Coverage: Access to affordable medical, prescription, dental, and vision plans for you and your dependents.\r\nRetirement & Pension: Secure your future with the State's defined benefit pension plan (vested after 10 years) and optional supplemental retirement savings plans.\r\nFinancial Wellness: Pre-tax Flexible Spending Accounts (FSA) for healthcare and dependent daycare costs.\r\nWork-Life Balance: Many positions offer teleworking opportunities.\r\n\r\nStudent Loan Assistance: State employees may be eligible for the Federal Public Service Loan Forgiveness (PSLF) program and the Maryland Student Loan Debt Relief Tax Credit.\r\n

FURTHER INSTRUCTIONS

Online applications are highly recommended. However, if you\r\nare unable to apply online, the paper application and supplemental\r\nquestionnaire may be submitted to:\r\n�\r\nState Department of Assessments and Taxation\r\nOffice of Human Resources,\r\n700 E. Pratt, 2nd Floor, Suite 2700\r\nBaltimore, Maryland 21202\r\n�\r\nPaper application materials must be received by 5pm in our\r\noffice on the closing date for the recruitment. No postmarks will be accepted.\r\nResumes will NOT be accepted in lieu of completing the application.\r\n�\r\nFor questions regarding this recruitment, please contact\r\nthe Department of Assessments and Taxation at 410-767-1137, MD TTY Relay\r\nService 1-800-735-2258. If you are having difficulty with your user account or\r\nhave general questions about the online application system, please contact the\r\nMD Department of Budget and Management, Recruitment and Examination Division,\r\nat 410-767-4850 or Application.Help@maryland.gov.\r\n�\r\nAs an equal opportunity employer, Maryland is\r\ncommitted to recruiting, retaining and promoting employees who are reflective\r\nof the State’s diversity. People with disabilities and bilingual candidates are\r\nencouraged to apply. We thank our Veterans for their service to our country.\r\n