Job Description

Nature and Variety of Work

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Come join our team!

Prince George's County Government provides a dynamic and inclusive workplace where employees can thrive, learn, and grow across its 30 diverse agencies, all dedicated to serving the County's residents with essential resources and services. Nestled just minutes away from Washington, DC, Prince George's County combines urban vibrancy with serene surroundings, offering an ideal setting to live, work, and enjoy life.

The Prince George's County Government

Office of Community Relations

seeks qualified applicants to fill a

Strike Force 311 Supervisor

(

Citizens Services Specialist 3)

grade G21 position, in the Strike Force 311 Rapid Response Team.

Bilingual applicants are encouraged to apply

About the Position

This is senior-level professional community services and public relations work. Incumbents in this class receive and respond to citizen inquiries and complaints and initiate appropriate actions necessary to address/resolve problems. Assignments are the most complex in nature, requiring the full range of work activities to be performed. Incumbents receive pertinent guidance on issues where regulations are unclear and controversial. Incumbents may lead the work of subordinate employees. Work involves a significant degree of public contact and is performed under the general supervision of a higher-level administrative supervisor. Work is evaluated based on the attainment of departmental goals and objectives.

About the Agency

The Office of Community Relations ensures that County residents connect with government resources, agencies and personnel. Our responsibility is to serve as a bridge between government and its people. We do so by using data driven analysis and input received from constituents. We are dedicated to a world class service delivery model and ensuring Prince George's County residents know that they can count on the Office of Community Relations to be highly visible, accessible and accountable.

Examples of Work

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Leads the Rapid Response Team in addressing escalated service requests across multiple county agencies. Establishes response protocols and ensure compliance with county standards and timelines. Fosters a culture of accountability, customer service, and rapid problem-solving. Acts as the central liaison between residents, the PGC311 Call Center, county agencies, and contractors. Secures and manages qualified contractors for specialized or urgent service needs. Maintains strong working relationships with partner agencies, community stakeholders, and service providers. Escalates systemic service delivery issues to senior leadership and recommend solutions. Develops and maintains systems to log, track, and monitor escalated requests from initiation to resolution. Ensures accurate documentation of actions taken, contractor involvement, and resolution timelines. Produces weekly and monthly reports for county leadership summarizing response activity, trends, and outcomes. Analyzes data to identify service gaps, recurring issues, and opportunities for process improvement. Monitors contractor performance, compliance with service agreements, and quality of work performed. Implements best practices for rapid response, customer satisfaction, and cross-agency collaboration. Participates in strategic planning and contribute to long-term improvements in service delivery.

Qualifications

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Bachelor's degree in one of the social sciences. Two (2) years of progressively responsible experience in social programs such as community engagement and outreach, resource assistance, community liaison, community research.

Any equivalent combination of relevant training, education and experience may also be considered.

Preferred Qualifications

Considerable knowledge of available resources, purposes, functions and procedures of all agencies within County government. Considerable knowledge of proper use of grammar, punctuation and spelling. Ability to prepare and present recommendations and narrative reports. Ability to investigate and comprehend and interpret information to solve inquiries. Ability to supervise subordinate citizen service specialist and/or other para-professional and clerical personnel. Ability to establish and maintain effective working relationships with County department heads, employees, other officials, and the general public.

EACH APPLICANT MUST INCLUDE INFORMATION WHICH CLEARLY DEMONSTRATES THE ABOVE QUALIFICATIONS FOR THIS POSITION

Additional Information

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Job Location

: 1301 McCormick Drive, Largo, Maryland 20774

Conditions of Employment

: Upon selection, the candidate must:

Meet all training and performance standards and demonstrate proficiency as required by the agency. Wear and use agency protective apparel and equipment in the performance of their assigned duties, if applicable. Successfully pass preemployment checks which may include reference checks, background investigations, and drug screenings, where applicable. Be willing and able to serve as an essential employee. Essential employees are expected to report during standard or non-standard hours as operations necessitate, or during emergencies. Essential employees are expected to report or remain at work when other County employees are granted Administrative Leave.

ONLY ONLINE APPLICATIONS WILL BE ACCEPTED

Eligibility to Work

:Under the Immigration Reform and Control Act of 1986, an employer is required to hire only U.S. citizens and lawfully authorized alien workers. Applicants who are selected for employment will be required to provide and verify authorization to work in the United States without sponsorship.



This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S., only after an offer has been accepted and the Form I-9 is completed. For information on E-Verify, or if you believe the County has violated its E-Verify responsibilities, please contact the Department of Homeland Security (DHS) at 888-897-7781 or visit their website at dhs.gov/E-Verify.

INTERNAL APPLICANTS:

If you are a current Prince George's County Government employee and seeking a promotion, in accordance with Section 16-200 of the Personnel Law, you have the right to appeal a rejection rating within five (5) working days of receiving a rejection notice. Union employees should refer to their respective collective bargaining agreement and/or union representative for their grievance procedure.

Prince George's County Government is an Equal Opportunity/Affirmative Action Employer

Committed to Diversity and Inclusion in the Workplace

General Plan Information:

The Prince George's County benefits plan year is from January 1 to December 31. A spouse (to include a same sex spouse) can be added to the health benefit plans. A marriage certificate and social security number is required to add a spouse. Children under the age of 26 are eligible for coverage under the health benefit plans. This includes stepchildren and children of the same-sex spouse. A birth certificate(s) and social security number(s) is required to add a child(ren). If you are only adding the stepchildren or child(ren) of a same-sex spouse, you will need to submit a marriage certificate. You will also need to submit the birth certificate of the child(ren) and your spouse must be listed as a parent.The premiums for health benefits are deducted on a pre-tax basis with the exception of Long-Term Disability, Extra Life Insurance and Voluntary Benefits (Short-Term Disability, Whole Life Insurance, Critical Illness, Accident Insurance, Cancer Indemnity, Hospital Indemnity Protection, Accident Indemnity Plan, Supplemental Dental and Group Legal Services).

New employees must enroll in the County's health benefit plans within thirty (30) days of the hire date. The effective date of the health benefits coverage is the

beginning of the month following a waiting period of forty-five (45) days from the date of hire. After enrolling in the County's benefit plans, employees may only make changes to the plans either during the open enrollment period, which occurs annually (usually each October), and/or during the year, due to a family status change (i.e., marriage, births, divorce and adoption). Employee Benefits



Prince George's County is proud to offer employees an attractive and comprehensive benefits program, including the following:

Medical/Prescription/Dental/Vision Insurance Coverage (part time employees are eligible for medical insurance if they work 15 + hours, per week) Group Term Life Insurance Long & Short-Term Disability Flexible Spending Accounts + Dependent Care Assistance Program
+ Health Care Flexible Spending Account
Paid Leave (Annual, Personal, & Sick) 13 Paid Holidays Retirement Benefits + Defined Benefit Pension Plan
- Employer Contribution Rate-11.71%
+ Supplemental Pension Plan
- Employee Contribution Rate (Pre-Tax)-3.48%
+ 457(b)
+ 403(b)
Employee Discounts Employee Assistance Program Voluntary Benefits + Critical Illness
+ Whole Life Insurance
+ Accident Insurance
+ Legal Services



For additional details, please visit: https://www.princegeorgescountymd.gov/departments-offices/human-resources-management/employees/benefits