Salary : $74,414.00 - $143,293.00 AnnuallyLocation : Ellicott City, MDJob Type: Full TimeJob Number: 25-00159BDepartment: Public WorksOpening Date: 10/29/2024Closing Date: ContinuousPOSITION SUMMARY/CLASS DESCRIPTION Howard CountyConveniently located in the heart of central Maryland between Baltimore and Washington, Howard County offers the charm of a historic past mixed with the excitement of a cosmopolitan community.Howard County Government:Howard County Government is a leader in innovation, sustainability, and consistently ranked as one of the best places to live and work in the country. In 2023, Howard County Government received a record-breaking 51 Achievement Awards from the National Association of Counties (NACo) - the most in the state of Maryland. NACo is the leading organization representing county-level government operations. These awards recognize innovative and transformative programs that provide new services for county residents, improve existing programs, upgrade working conditions, and enhance citizen participation and public policymaking. What are we looking for? We are looking for outstanding individuals to join our team and contribute to excellence in Howard County operations. What you'll like most about working at Howard County Government:
- We are committed to workplace excellence in every area of County government.
- We have a highly talented, diverse, and inclusive workplace. Your input will not only be heard, but it will be encouraged!
- We offer competitive compensation and great benefits including medical, retirement, and wellness programs.
- As a member of the Howard County Government team, you'll be helping drive our culture and directly impact what makes us an amazing place to work.
POSITION SUMMARY:The Customer and Communications Manager (Administrative Analyst II) position will oversee the Department of Public Work's communications and CRM system program. The position will oversee the implementation of the Customer Relations Management system and customer maintenance program to conduct analysis and provide recommendations to DPW leadership on departmental program/service effectiveness with customers and the general public, making recommendations for improvement. The position also manages the communication strategies and interactions between the department, its customers, and media organizations. The Customer and Communications Manager plays a crucial role in building and maintaining positive relationships between the organization and its internal and external stakeholders CLASS DESCRIPTION:Performs intermediate professional level administrative work, which may include supervisory responsibility, under general supervision from an administrative or technical superior. Work includes administrative support of a functional program and professional level analysis and coordination of functional office programs and activities. ESSENTIAL DUTIES AND RESPONSIBILITIESInclude the following. Other related duties may be assigned.
- Implement and manage CRM systems to maintain a database of customer information.
- Monitor and maintain CRM systems implementation and maintenance budget and media outreach budget.
- Oversee customer service operations to ensure prompt and effective resolution of customer inquiries, complaints, and issues.
- Coordinate all stages of communications from message and content development to proofing, approval and release.
- Analyzing customer data to identify trends, preferences, and opportunities for improvement in products or services.
- Conduct regular and targeted outreach to community groups and organizations, focusing on any underrepresented groups in support of Public Works customer service efforts and with of the County and Department's equity, diversity, and inclusion mission.
- Develop and implement communication strategies to effectively engage with customers; coordinate with different departments to gather information for external communication; and facilitate communication among different County departments/offices to ensure a unified approach to customer interactions.
- Draft and edit press releases, statements, and other official communications; and create informational material for the public, such as brochures, newsletters, and website content to include proficiency in creating graphics, taking and editing photographs.
- Manage social media accounts to ensure accurate and timely information dissemination; developing, monitoring, and maintaining all social media platforms (Facebook, blogs, website, etc.) pertaining to customer service.
- Manage the DPW's website to ensure information is up-to-date and user-friendly.
- Advocate for necessary resources and support to meet customer service goals.
- Ensure that all communication materials are accessible to individuals with disabilities.
- Ensure compliance with public records laws, managing the release of information as required.
- Maintain knowledge of the latest trends in communications and customer service.
- Coordinate with emergency response teams and agencies to provide cohesive communication during crises.
- Work with all levels of employees within the organization.
- Serve as a member of the PIO team during Emergency Operation Center activations and designated PIO should the Director of Communications and Office of Public Information Administrator be unavailable.
- Participate in customer service rotation with Real Estate Services Division.
- Functions under essential personnel/emergency employee provisions.
SUPERVISORY RESPONSIBILITIES:May supervise and provide guidance to staff. MINIMUM REQUIRED EDUCATION/EXPERIENCE Bachelor's Degree and one (1) year of related experience or an equivalent combination of education and experience. PREFERRED EDUCATION, KNOWLEDGE, SKILLS AND ABILITIES:
- Bachelor's degree in Communications, Media Relations, English and other related field and four years of related experience, or equivalent combination of experience and education.
- Communications and customer service experience in local or state government.
- Proficiency with windows-based computer programs, including Adobe Pro, Canva, and similar software.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:The physical demands and work characteristics 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.
- While performing the duties of this job, the employee is regularly required to use hands to handle, or feel.
- The employee frequently is required to stand, walk, climb or balance, and talk or hear.
- The employee is occasionally required to sit, stoop, kneel, crouch, or crawl.
- The employee must occasionally lift and/or move up to 40 pounds (i.e. box of copy paper, audio visual equipment, archive hardcopy box, etc.)
- Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus. Includes the ability to carry and manipulate cameras, lenses, and tripods as needed.
- Traveling to sites, physically traversing the ground and visually inspecting areas pertaining to complaint or subject(s) being documented. Attending meetings onsite or in other offices.
- The noise level in the work environment is occasionally moderate.
LANGUAGE SKILLS, MATHEMATICAL SKILLS AND REASONING ABILITY:
- Experience with outreach to diverse community groups.
- Graphics creation and photography experience.
- Experience in dealing with the public and with people under difficult circumstances.
- Strong computer proficiency especially with Microsoft Office (Word, Excel, PowerPoint), database management and spreadsheet applications necessary.
- Strong interpersonal skills, excellent oral and written communication skills and the ability to work well with an ethnically diverse population.
- Experience maintaining office reference aids, files, publications, graphics, and other project related materials and documents.
- Ability to establish and maintain effective working relationships with all levels of staff within the Department, other departments of County Government, community partners and vendors.
- Ability to conduct research, compile data and prepare statistical and narrative reports.
- Ability to effectively present information in one-on-one and small group situations to customers, clients, other employees of the organization and the general public.
- Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's.
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Ability to deal with problems involving several concrete variables in standardized situations.
- Ability to travel independently to work sites and to attend meetings, events, and other related work.
ADDITIONAL INFORMATION:TO APPLY: You must complete an employment application online to be considered for this recruitment. Resumes cannot be substituted for completion of the job application work history. No paper applications will be accepted. Selected candidates may be subject to drug screening, background screening, and reference checks. At time of application, please submit a copy of any college degree, coursework, licenses, or certifications that you have referenced on your application. Applicants who have education obtained outside of the U.S. may need to provide proof of the equivalent U.S. education as determined by a foreign credential evaluation service, such as the National Association of Credential Evaluation Services ( or World Education Services: International Credential Evaluation (Howard County Government is not sponsoring employees in application of the H-1B Visa or providing an extension of an existing H-1B Visa. All applicants must be legally authorized to work in the United States under the Immigration Reform and Control Act of 1986.Howard County is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion. The County 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 accommodations during the hiring process should contact the Office of Human Resources directly at . Requests for accommodations should not be attached to the application. The following is a summary of the benefits available to Howard County employees who hold full-time benefit-eligible positions. Employees in positions covered by a bargaining agreement should consult their union contract for other specific benefits. Additional details are also available in the Employee Manual and in summary plan descriptions which are available in the Office of Human Resources or at FLEXIBLE BENEFITS PLAN: Under the County's flexible benefits plan called CountyFlex, employees may elect to enroll in medical insurance plans, dental insurance plans, optional life insurance, dependent life insurance, and healthcare and dependent care flexible spending accounts. Employee contributions to these benefits are made on a pre-tax basis. Information concerning enrollment options, plan rates and a benefits comparison chart are available in the Office of Human Resources. GROUP TERM LIFE INSURANCE: Employees receive a group term life insurance benefit equal to 2 times their annual salary at no cost. Accidental death and dismemberment coverage is included. The County pays the entire cost for this benefit. Employees may purchase additional coverage under the CountyFlex benefits plan.PAID LEAVE BENEFITS: Annual and Disability Leaves are accrued over 24 pay periods each year. Personal leave is credited on January 1st each year. Use of Annual, Disability and/or Personal Leave requires supervisory approval.ANNUAL LEAVE: During the first 5 years of employment, employees accrue the equivalent of 13 days per year. From years 6 through 10, the accrual is the equivalent of 16 days per year. From years 11 through 20, the accrual is the equivalent of 19 days per year. From year 21 on, the accrual is the equivalent of 21 days per year. Annual leave may not be used during the first 6 months of employment. A maximum of 40 days may be carried over from one fiscal year to the next.DISABILITY LEAVE: Employees accrue the equivalent of 1 day per month (12 days per year). There is no maximum accrual. This leave may be used for the disabling illness/injury of the employee, spouse or minor child or for a serious medical condition approved under F.M.L.A. Absences of over 3 days must be substantiated by a physician's certificate.PERSONAL LEAVE: Employees receive 6 personal leave days each calendar year to be taken during the calendar year. Employees hired after April 30th receive 4 days of personal leave that year; those hired after August 31st receive 2 days; and those hired after November 30th receive no personal leave for that year. Personal leave may not be carried over.HOLIDAYS: Employees are paid for the following holidays:New Year's Day; Martin Luther King Day; President's Day; Good Friday; Memorial Day; Juneteenth; Independence Day; Labor Day; Columbus Day; Veteran's Day; Thanksgiving Day; Friday after Thanksgiving Day; Christmas Day.OTHER PAID LEAVE: Other paid leave will be granted for approved jury duty, military leave, bereavement leave and official leave. Unpaid leave will be granted in accordance with the Family and Medical Leave Act.RETIREMENT: Howard County sponsors a defined benefit plan for its employees. participation in the plan is mandatory. Employees are required to make contributions to the plan, which are taken on a pre-tax basis. Contribution rates are dependent upon the plan in which the employee participates (general plan, or police and fire plan). The County contributes an additional percentage sufficient to ensure that each plan is adequately funded. Complete details are available in the summary plan descriptions which are available in the Office of Human Resources.Howard County Retirement Plan: Employees contribute 3% of salary to the plan. Sheriff Deputies hired after 7/1/2021 contribute 8.5% of salary to the plan. All eligible Corrections Employees must enroll in the Corrections Employees Enhanced Benefit and must contribute 8.5% of salary to the plan.Howard County Police and Fire Employees' Retirement Plan: Sworn police officers and career firefighters must participate in this plan. Police employees contribute 11.6% of salary and Fire employees contribute 7.7% of salary to the plan.SOCIAL SECURITY: Participation is mandatory. Employees contribute at the current established rate.457(b) DEFERRED COMPENSATION PLAN: Employees are eligible to participate in an IRS 457(b) deferred compensation program. This plan allows employees to defer a portion of their income on a pre-tax basis. Contributions are invested at the employee's direction on a tax deferred basis.EMPLOYEE ASSISTANCE PROGRAM: Employees experiencing problems that affect their personal lives and job performance may take advantage of confidential assessment and referral services.EDUCATIONAL ASSISTANCE: Employees may apply for reimbursement for tuition costs after completion of 6 months of employment. Prior course approval is required. The maximum annual reimbursement is $1500 contingent upon County funding.LONG TERM DISABILITY BENEFITS: Employees who have completed 6 months of service are enrolled in the LTD plan. After 6 months of disability, plan may pay 60% of base monthly pay up to $2500 per month. The County pays the entire cost of this benefit.DISABILITY LEAVE BANK: Employees have established a Disability Leave Bank to which employees may donate disability leave in order to be eligible to receive salary and benefit protection when they are absent due to a serious disabling illness or injury and have exhausted all accrued leave. Employees are eligible to join the Bank after having completed 1 year of employment. Administration of the Bank, including the review and approval of claims for grants of time, is handled in accordance with the Bank's Rules and Regulations which are available in the Office of Human Resources.VOLUNTARY BENEFIT OPTIONS: Employees may elect to enroll in long term care insurance, critical illness insurance, short term disability income protection, universal life insurance, and discounted auto/homeowner's insurance programs.CREDIT UNION: Employees may participate in the Tower Federal Credit Union through payroll deductions. Loans are also available to qualified applicants.01 The supplemental questions are a very important first step in our screening process. Therefore, you are required to complete these questions so that we may initially determine your eligibility for this position. A lack of detail and explanation in the supplemental questions and in your application may result in failure or disqualification for this position. This means you will be ineligible for further consideration in this recruitment process.Please check yes to show that you have read and understand this statement.
02 Do you possess a Bachelor's degree in Communications, Media Relations, English or a related field of study?
03 If you possess a Bachelor's degree, please state the field of study your degree is conferred. If you do not possess a Bachelor's degree, please state Not Applicable (N/A).
Please be advised that See Resume is not an adequate response. 04 Do you possess one (1) year of related experience overseeing and managing a governmental communications and CRM program or an equivalent combination of education and experience?
05 If you possess one (1) year of related experience overseeing and managing a governmental communications and CRM program or an equivalent combination of education and experience, please explain where you acquired this education/experience include your employer, position title, dates of employment, and position responsibilities.
Be advised that See Resume is not an adequate response. 06 Do you possess experience overseeing customer service operations specifically addressing customer inquiries, complaints, and issues?
07 If you possess experience overseeing customer service operations specifically addressing customer inquiries, complaints, and issues, please explain where you acquired this experience include your employer, position title, dates of employment, and position responsibilities.
Be advised that See Resume is not an adequate response. 08 Do you possess experience drafting and editing press releases, statements, and other official communications including informational materials for public (i.e., brochures, newsletters, and website content)?
09 If you possess experience drafting and editing press releases, statements, and other official communications including informational materials for public (i.e., brochures, newsletters, and website content), please explain where you acquired this experience include your employer, position title, dates of employment, and position responsibilities.
Be advised that See Resume is not an adequate response. 10 Do you possess experience managing social media sites to ensure information is up-to-date and user-friendly?
11 If you possess experience managing social media sites to ensure information is up-to-date and user-friendly, please explain where you acquired this experience include your employer, position title, dates of employment, and position responsibilities.
Be advised that See Resume is not an adequate response. 12 Do you possess experience analyzing customer data (e.g., call type, complaint type, resolution, etc.) to identify trends, preferences, and opportunities for improvement in products or services?
13 If you possess experience analyzing customer data (e.g., call type, complaint type, resolution, etc.) to identify trends, preferences, and opportunities for improvement in products or services, please explain where you acquired this experience include your employer, position title, dates of employment, and position responsibilities.
Be advised that See Resume is not an adequate response. 14 Do you possess experience supervising and providing guidance to staff?
15 If you possess experience supervising and providing guidance to staff, please explain where you acquired this experience include your employer, position title, dates of employment, and position responsibilities
Be advised that See Resume is not an adequate response. 16 How did you hear about this position?
- NEOGOV/GOVT Jobs
- Linked In
- Maryland Association of Counties
- National Association of Counties
- CEAM
- ASCE
- Indeed
- Employee Referral
- Maryland Hispanic Chamber of Commerce
- Maryland Recreation and Parks Association (MRPA)
- Handshake
- Career Fair
- Lutheran Immigration and Refugee Service
- Other
17 If you indicated Job Fair or Other in the previous question, please indicate which job fair you attended and specifically how you became aware of this position. Otherwise, indicate N/A (Not Applicable). 18 Please state your level of proficiency in Adobe Pro, Canva or a similar software.
- Beginner
- Intermediate
- Advanced
- None
19 Which of the following best describes your level of proficiency with Microsoft Office Suite (Word, Excel, Access, Outlook & PowerPoint)?
- Beginner
- Intermediate
- Advanced
- None
20
Are you aware that this position requires that you function as essential personnel? Meaning that you are expected to work during inclement weather, emergency situations, County holidays and at an on-call basis? 21 I understand I am responsible for maintaining the accuracy of my contact information, including my street address, my e-mail address, and my contact telephone numbers. My failure to maintain accurate contact information may result in my not receiving information regarding this job announcement and/or may result in my not being further considered for this employment opportunity. To update this information visit www.governmentjobs.com, click on the career seekers link, and follow the prompts.
22 I certify that the information submitted in this application is true and correct to the best of my knowledge. I understand that providing false, erroneous, and/or misleading information may result in elimination from the hiring process and termination of employment if hired.
- I have read and understand the language outlined above.
Required Question