City Council District 7 Constituent Services Assistant

THIS IS A NON-CIVIL SERVICE POSITION
 

SALARY RANGE:

$15.00 - $30.00 HOURLY

Job Summary:

A District 7 Constituent Service Assistant receives and processes communications and inquiries from residents, community stakeholders, and the public regarding various matters, including government and city services, community initiatives, policy issues, and more. A Constituent Service Assistant will work closely with the entire District 7 staff, especially the Chief of Staff. The position requires 20–25 hours per week, between 10:00 a.m. and 4:00 p.m., Monday through Thursday. Work will be performed in the office, with the option to work from home as needed. This is a temporary position that will run for a period of three months. The contract may be renewed if both parties agree.

Constituent Service Assistant are expected to provide weekly updates during District 7 staff meetings regarding constituent communications, case statuses, and key findings. Coordinators must become proficient in using the various online databases, constituent management systems, and agency platforms necessary to effectively research, track, and resolve constituent inquiries. Assistants are responsible for acknowledging and responding to all constituent communications within two (2) business days. Ensuring responses are timely, accurate, courteous, and professional. They are also expected to provide clear updates throughout the resolution process and maintain thorough documentation of all constituent interactions and case activities.

This position is not eligible for benefits.

ESSENTIAL FUNCTIONS

• Serve as the primary point of contact for constituents seeking assistance.
• Respond to phone calls, emails, letters, and walk-in inquiries in a timely and professional manner.
• Handle all constituency requests and refer to appropriate agencies for resolution.
• Follow up with constituents to provide updates and ensure issues are resolved.
• Monitor office telephone for voice messages.
• Build and maintain positive working relationships with agency representatives and community partners.
• Identify trends in constituent concerns and recommend policy or service improvements.
• Support special projects and perform other administrative duties as assigned.
• Ensure compliance with confidentiality requirements and office policies when handling sensitive information.

EDUCATION AND EXPERIENCE REQUIREMENTS

• High School diploma & 3 years of relevant experience
  • Preferably in customer service/constituency services/ etc.

KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to gather and retain information about the range of services offered by City and State agencies, as well as community organizations, nonprofits, and other institutions throughout Baltimore City and the State of Maryland.
• Strong problem solving and conflict resolution abilities.
• Ability to advocate for constituents.
• Ability to work effectively and independently.
• Adept in the operation of basic Windows-type applications (i.e. MS Office Suite, Teams, Google Docs, etc.)
• Ability to communicate clearly (writing, speaking, reading) and concisely in English.

Background Check            

Eligible candidates under final consideration for appointments to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint must be successfully completed. 
 

Probation 

All persons, including current City employees, selected for this position must complete a mandatory six-month.

Baltimore City Government is an Equal Employment Opportunity Employer, and we are 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 accommodations during the hiring process should contact the Department of Human Resources directly. Do not attach your request for accommodation to the application.

BALTIMORE CITY AN EQUAL OPPORTUNITY EMPLOYER