Office Services Clerk Lead, Customer Service & Admin Support
Overview
Office Services Clerk Lead oversees daily administrative and clerical operations at Baltimore City DSS, supporting the Family Investment Administration in determining eligibility for cash assistance, SNAP, Medical Assistance, and childcare subsidies. Reporting to the Office Supervisor, you direct the flow of customers through the intake process, monitor the reception area, and train staff on compliance and service standards. Part of a 5,000-employee state agency serving over 1 million Marylanders, this role combines frontline customer service with operational leadership. You'll drive efficiency in eligibility processes while maintaining strict adherence to federal and state policies.
What You'll Do7
- 1Own the customer intake flow in the SAIL Room, screening and uploading new applications and initiating redeterminations on the date of receipt.
- 2Run clearances using BEACON, MMIS, SVES, SAVE, The Work#, CARES, and my DHR to verify customer information against federal, state, and local policies.
- 3Monitor the customer waiting area (AIR) in 20/30 minute intervals to prevent delays, ensuring clients receive timely service.
- 4Ensure the receptionist desk has daily coverage and provide backup for IT and logon work orders when staff need assistance.
- 5Train and oversee clerical staff on operational procedures, discipline, and compliance requirements.
- 6Deliver customer service to internal and external customers that meets or exceeds department standards.
- 7Maintain operational controls and adhere to compliance requirements in all administrative functions.
Requirements7
- 12+ years performing clerical duties, or equivalent education or military service as specified.
- 2High school diploma or GED required.
- 31+ year of computer experience with Google Workspace and Microsoft Office (preferred).
- 46 months experience in a human service capacity (preferred).
- 51 year experience reviewing and updating files following policies and procedures (preferred).
- 6Ability to operate automated systems like BEACON, MMIS, SVES, and SAVE after training.
- 7Strong organizational and communication skills for training and customer service roles.
Salary Insight
$44 - $56k per year
Location
Required Skills
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