JOB INFORMATION

Exempt; full-time; 40 hours per week; Monday- Friday; 8:00 a.m. – 4:30 p.m.; full-benefits

This professional position is responsible for providing administration, coordination, and management of the Community Partnership and Customer Services initiatives of Frederick County Department of Social Services (FCDSS). The position is responsible for improving community access to FCDSS and programs through outreach, development of formal partnership agreements and marketing/social media campaigns. The position would lead the agency’s customer service improvement initiatives through customer engagement, monitoring performance outcomes, development of strategies for improvement and working, along with the Divisional leadership, to improve FCDSS employee’s adherence to the Customer Service Core Values (Respected, Supported, Heard and Safe). Supervision is received from the Director Frederick County Department of Social Services.

OTAL COMPENSATION PACKAGE:
Frederick County offers an extensive compensation package to reflect how much we value our employees. The following is what you can expect in your first year as a full time benefited Frederick County Government employee.

• 11 days of Vacation leave with increase after 2 years of employment
• 15 days of Sick leave with unlimited annual carryover
• 11 paid scheduled holidays, plus 2 additional floating holidays
• Day 1 coverage of comprehensive Medical Insurance Plan option to include generous County HSA contribution (if enrolled in the high-deductible plan). This is part of a full range of benefits including Dental, Vision, and Flexible Spending
• 100% County paid 2x annual salary Group Term Life Insurance benefit
• Work/Life balance programs include: Employee Assistance Program and Employee Wellness Program
• Generous Tuition Reimbursement Program
• County and Employee funded Defined Benefit Pension Plan
  • Vesting after 10 years of service
  • Additional service credit for eligible previous public service, military service, etc
• Other employee paid benefits such as Deferred Compensation Plan, Legal Resources, Supplemental Life Insurance, etc.

ESSENTIAL DUTIES AND JOB RESPONSIBILITIES

• Create, maintain, and strengthen relationships with internal and external customers (including regular contact with formal/informal partners, explore and recommend formal partnerships, etc.); establish and grow formal partnerships with local community
• Identify underserved areas in Frederick County and utilize data and outreach activities to improve access to individuals and families
• Collaborate with the Administrative Officer who also serves as the FCDSS Public Information Officer and Outreach Committee lead to identify potential activities to participate in; offer methods for collecting data on event outcomes; and assist in developing the information to be distributed at the events
• Oversee social media accounts; create, implement, and monitor annual social media goals for programs and agencies services
• Develop and oversee marketing/social media campaigns for programs and agencies services
• Develop and support the Stakeholder Ambassador Program which supports staff liaisons on community committees and boards with talking points to be used during “partner updates”; provide feedback from liaisons back to FCDSS leadership about the work of the committees and boards and impacts on strategic planning partnerships etc.
• Develop and monitor the performance goals related to Customer Service for FCDSS (response time, need for return visits, handling of difficult customers etc.)
• Develop and implement a training and coaching program with the goal of building a responsive and well-trained customer-oriented culture; train supervisors and staff on coaching around core customer service values; and include a Customer Service “experience” program
• Develop and implement a customer service feedback /advisory/support program to include developing and conducting surveys, and analyzing and interpreting the meaning of survey data as well as focus groups
• Work with the Administrative Operations team to implement customer-entered facilities improvements
• Collaborate with staff in assigned tasks related to Agency Outreach and Customer Service (PIO, Promotional Materials, Overseeing Customer complaints, concerns, etc.)
• Collect and analyze data and provide recommendations about the use of services aimed at serving English as a second language (ESL) clients
• Oversee and lead cross-agency special projects concerning service delivery, community partnerships and customer experience (i.e. Customer Service Appreciation Week)
• Assist in the Department’s efforts to engage the community in various programs to include but not limited to: Resource Homes Recruitment, Commemorative months (Adoptions, Foster Care, Child Support Recognition, FIA Recognition) and various other programs
• Organize recruitment efforts to recruit members for various agency committees annually and as needed (DEI, Food & Fun, Outreach etc.)
• Serve on the Diversity, Equity and Inclusion Task Force and or Advisory Committee to ensure FCDSS is meeting goals of equal access to services/programs, partnership with marginalized communities based on mutual respect, and increasing our knowledge of diverse cultures within Frederick County and their experiences with the social services system
• Utilize FCDSS vehicles for community visits and outreach events
• Perform other related duties as required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Any single position may not be assigned all duties listed above, nor do the examples cover all duties that may be assigned.

QUALIFICATIONS AND REQUIREMENTS

The qualifications / requirements, knowledge / skills / abilities and physical demands or working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 
  Associate’s degree
• Minimum 2 years work experience in communications and marketing including: graphic design and publication layout, social media management, writing articles and website content, and/or event planning
• Minimum 2 years work experience in customer service which includes community outreach
• Intermediate skills using MS Office and Google Suite software
• Secondary Spanish language skills with the ability to speak and write Spanish fluently, and to translate from Spanish to English, and from English to Spanish
• Possession of a valid automobile operator's license
• NOTE: Additional years of closely related work experience may reduce the education requirement

KNOWLEDGE / SKILLS / ABILITIES:

• Ability to maintain County Authorized Driver privileges
• Considerable knowledge of the principles, practices, and methods of informational and public relations writing, and of related media relationships and graphic arts
• Considerable knowledge of current communication technologies appropriate for the dissemination of information; graphic arts; and video and television, radio and publication related standards, social media, tools and techniques
• Considerable knowledge of customer service programming (communication skills, problem solving, staff training, satisfaction/feedback) and ability to train others in these skills
• Knowledge of computer applications including word processing, spreadsheets, databases, and presentation software
• Ability to produce informative and news releases, special articles, reports and other materials
• Ability to effectively access and utilize computerized systems and the internet, including the ability to effectively utilize computers for graphic arts design and production
• Ability to effectively multitask and to organize work, establish priorities, make decisions, and complete assigned duties with minimum supervision
• Ability to manage multiple tasks and deadlines simultaneously
• Ability to develop and maintain effective working relationships with co-workers, partner agencies, elected officials, board members, and the general public
• Strong and effective spoken and written (English) communication skills, including public speaking skills
• Strong internal and external customer service ability including ability to exhibit patience, tact and courtesy with co-workers and general public as well as effective conflict resolution
• Knowledge of human/social services programming including a basic understanding of the role of social services in providing for the safety and stability of children, adults and families in the community

PREFERENCE MAY BE GIVEN FOR:

• Related work experience in human services and/or at the local government level
• Customer Service Training
• Public speaking work experience
• Social media work experience to include but not limited to Facebook and Twitter
• Certification as a Spanish translator from the American Translators Association or similar certifying body

PHYSICAL REQUIREMENTS / WORKING CONDITIONS:

• While working in this position, the employe is required constantly sit; frequently walk; occasionally climb, reach, make repetitive motions, and drive; rarely stoop/kneel/crouch, lift up to 20 pounds, lift between 20-50 pounds, push and pull up to 40 pounds
• While working in this position, the employee is required constantly work indoors; rarely work outdoors, walk on uneven ground, work in hot temperatures above 100 degrees, work in cold temperatures below 32 degrees, work in noisy environments and required to wear protective equipment
• While working in this position, the employee is required to set up and break down promotional tables/materials when participating in outreach events

ADDITIONAL INFORMATION / EXAMINATION PROCESS

• Ability to provide own transportation to meetings and other commitments needed
• Available for varied work hours and workdays to include evenings and weekends

EXAMINATION PROCESS (may include):
1) An evaluation of training and experience
2) One or more interviews
3) An evaluation of Bi-lingual (English/Spanish) abilities
4) A pre-employment physical examination and drug test

Retirement Plan:
A defined benefit retirement plan is provided for all regular County employees. Employees are automatically enrolled in either the Uniformed Plan (5 year vesting) or the Non-Uniformed Plan (10 year vesting) depending upon position classification. The majority of support for the plan is provided by the County; however, employees are required to make a mandatory pre-tax contribution towards their benefit. Retirement benefits are payable at normal, early or delayed retirement. Retirement benefits are also payable upon termination and in the event of death or disability.

Health Insurance:
County employees have a choice of two medical insurance plans, an In-Network (HMO) Plan or a High Deductible medical plan with a Health Care Savings Account, to provide coverage for medical and surgical expenses, hospital and emergency care expenses, mental health expenses and prescription drugs. The County and participants share in the cost of the health insurance with the employee having the benefit of pre tax contribution deductions. Medical insurance goes into effect on the first day of active employment.

Dental Insurance:
Employees may select coverage from one of three dental plan options, ranging from a PPO plan to a dental HMO plan. Coverage includes preventive care, fillings, crowns, bridges and dentures, and the cost of dental insurance is shared by both the County and the employee. Dental insurance goes into effect on the first day of the month that follows the eligible employee's completion of 30 days of active employment

NOTE: Employees working 75% or greater of a 35 or 40 hour position are eligible for health & dental insurance.

Flexible Spending Accounts:
The Flex Spending plan allows employees to pay health and day care expenses with pre-tax dollars. Employees may set aside part of their salary in a special account that can be used throughout the year to reimburse themselves for out-of-pocket medical expenses. The maximum contribution is $2,700 per year for Health Care Spending and $5,000 for Dependent Care Spending (work-related day care expenses). Examples of expenses that can be reimbursed for Health Care Spending include, but are not limited to: deductibles, co-payments, dental fees, chiropractors' services, and eyeglasses / contact lenses.

Life Insurance:
Employees are insured for 2 times their annual salary in case of death plus 2 times their annual salary for accidental death. Employees do not contribute to the premiums for this coverage. A Voluntary Life Insurance Program is offered to regular County employees. The plan allows employees to purchase individually owned term life insurance for themselves, spouses and dependents.

Savings Plan - Deferred Compensation:
The County offers a Section 457 Plan. Deferred compensation plans allow participants to save for retirement in either a pre tax or post tax (Roth) investment account. Contributions are invested at the employee's direction into one or more of the variety of investment options offered by the plan. Changes may be made to the contribution levels, investment options, etc. at any time.

Educational Reimbursement Program:
County employees who have successfully passed their probationary period may take up to two job-related courses per semester at any accredited educational institution. The benefit also covers the costs of job-related non-credit courses. If the employee receives a grade of at least a C, or successfully passes a non-credit course, the County reimburses the employee 75% of the costs of tuition, fees and books. If an employee doesn't remain employed with Frederick County Government for two years after a class is taken, the benefit needs to be reimbursed to FCG.

Employee Assistance Program:
This confidential assessment, referral and counseling service is available at no cost to all employees who may need help with a personal or job-related problem.

Leave
Annual Leave – Employees are eligible to use Annual Leave after their 6 month probationary period. Annual Leave accrues as follows: Years of service days per year
0 – 2 years 11 days
2 – 10 years 17 days
10 + years 24 days

Sick Leave - Employees will earn sick leave at a rate of 15 days per calendar year.

Sick Leave may also be used for illness of an employee's child, dependent, spouse, parent or parent-in-law. There is no limit on the amount of sick leave accumulated. Unused Sick Leave may be used for additional credit in the pension plan at the time of retirement.

NOTE: Regular benefited part-time employees earn annual and sick leave on a pro-rated basis based on their actual number of hours worked biweekly up to their assigned number of regularly scheduled work hours.

Other available types of leave include, but are not limited to, Family Medical Leave, Bereavement, Jury, Military.

Holidays:
The County observes 10 holidays every year and 11 are observed on years of General Elections.