Constituent Services Manager, Operations Officer II; NCS - Department of Housing and Community

Constituent Services Manager, Operations Officer II (NCS) – Department of Housing and Community Development

Welcome to the City of Baltimore! Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant, diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact, both on the job and in the community, while serving its citizens.

Salary Range: $74,803.00 – $97,243.50 annually

Starting Pay: $74,803.00 annually

This is a non‑civil service position.

The Baltimore City Department of Housing and Community Development (DHCD) seeks an innovative, results‑oriented, and strategic professional to lead our Division of Home ownership & Housing Preservation (HHP) as the Constituent Services Manager. The role is instrumental in ensuring constituents receive exceptional support and service, overseeing inquiries from other agencies, the Mayor’s Office, and partners, and engaging frontline residents facing housing instability.

• Receive all constituent services requests from the Mayor’s Office, city council liaisons, delegate and senatorial liaisons, and the public.
• Maintain a database of all inquiries.
• Communicate with all HHP departmental designees to investigate inquiries.
• Collaborate with DHCD government liaisons for awareness and assistance.
• Respond to agencies to acknowledge requests for information.
• Follow up with comprehensive responses to each department and constituent involved.
• Prepare meeting reports, weekly wrap‑ups, and timely follow‑ups for the Director of Administration, Deputy Commissioner of HHP, and DHCD Chief of Staff.
• Represent the agency on assigned committees, work groups, and other initiatives related to constituent services.
• Participate in monthly meetings for the Mayor’s Office of Older Adults & Commission on Aging and other required constituent services meetings.

Education: Bachelor’s degree from an accredited college or university.

Experience: Four (4) years of administrative, technical, or professional work.

Equivalency Notes: An equivalent combination of education and experience will be considered.

• Knowledge of public and business administration principles and practices.
• Knowledge of methods and procedures for collecting, organizing, interpreting, and presenting information.
• Knowledge of management practices and methods.
• Ability to apply administrative analysis to work assignments.
• Ability to identify problem areas and recommend solutions based on logical evaluation.
• Ability to interpret and apply laws, rules, regulations, standards, and procedures.
• Ability to prepare and present reports or recommendations clearly and concisely.
• Ability to compile data.
• Ability to coordinate organizational unit activities.
• Ability to plan, organize, and direct the work of others.
• Ability to research and write complex narrative and statistical reports.
• Ability to establish and maintain effective working relationships with city officials, community and business groups for effective oral and written communication.

Background Check: Candidates under final consideration for positions of trust must complete a Criminal Background Check and/or Fingerprint screening, which must be completed successfully.

Probation: All persons, including current City employees, selected for this position must complete a 6‑month mandatory probation.

Financial Disclosure: This position requires a Financial Disclosure as per City Ethics Law; the initial disclosure must be submitted within 30 days of hire.

Baltimore City Government is an Equal Employment Opportunity Employer and is committed to a workplace that values diversity, equity, and inclusion. The City of Baltimore prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression, or any other characteristic protected by federal, state, or local laws.

Applicants requiring accommodation during the hiring process should contact the Department of Human Resources directly. Requests for accommodation should not be attached to the application.