APPEALS MANAGER PROGRAM MANAGER III

Introduction

Maryland’s Family and Medical Leave Insurance (FAMLI) program makes sure all workers in Maryland have paid time off for medical and family reasons. FAMLI is a social insurance system covering 2.6 million workers and 180,000 employers, delivered as a digitally native, public-facing service. We’re in the early stages of building something as big and as far-reaching as unemployment insurance or a new health department. We know that delivering services primarily through a website, over the Internet, is a new way of doing business in government.

The Appeals Unit is responsible for providing a fair and impartial process for reviewing determinations made by the FAMLI Division. Our Hearing Officers conduct hearings, review evidence, and issue legally sound decisions while safeguarding due process. The Appeals Unit is committed to delivering timely, accessible, and high-quality service to workers, employers, and the public while upholding the integrity of the FAMLI program.

The Appeals Manager develops and executes the operational strategy for appeals administration, focusing on workflow management, customer service, correspondence, record retention, and cross-functional coordination. Working closely with Division leadership, the Appeals Manager supports access to justice by ensuring all parties receive reliable support throughout the appeals process, and clear, timely information in accordance with the law.

This position is Remote

This is a Management Service position that serves at the pleasure of the Appointing Authority.

GRADE

21

LOCATION OF POSITION

100 S. Charles Street

Baltimore, Maryland 21201

Main Purpose of Job

The Appeals Manager is a senior leader within the Appeals Directorate in the Division of Family and Medical Leave Insurance (FAMLI) at the Maryland Department of Labor (MDOL). This role is responsible for executing the organizational strategy for the operational and administrative arms of the Appeals Unit. This role will be responsible for planning, implementing, and executing a wide range of initiatives that align with our strategic goals and objectives. This is a leadership position that requires exceptional organizational, analytical, and communication skills. The successful candidate will have a proven track record of driving successful project outcomes and possess the ability to work cross-functionally with various teams and stakeholders.

POSITION DUTIES

Duties of this position include but are not limited to:

• Oversee daily operations related to case management, logistics, and correspondence for appeals.
• Ensure the development and implementation of standardized operating procedures(SOPs) for case handling, ensuring consistency, quality, and compliance.
• Supervise the team responsible for processing appeals, ensuring appropriate workflows are followed and key performance indicators (KPIs) are met.
• Manage, mentor, and develop staff involved in case management and operations to ensure optimal performance and professional growth.
• Foster a collaborative and high-performing work environment by providing regular feedback, training opportunities, and support.
• Identify and lead process improvement initiatives to streamline appeals operations, reduce processing times, and improve accuracy and service delivery.
• Work with the Director of Appeals to evaluate and implement new technologies or tools that could enhance case management and operational efficiency.
• Serve as a key point of contact for internal and external stakeholders, including other state agencies, vendors, and contractors involved in appeals processing.
• Facilitate clear, effective communication between departments to ensure smooth coordination and to address any operational issues.
• Assist in developing reports for internal and external stakeholders, tracking key metrics related to the appeals process, and ensuring compliance with relevant policies and state regulations.
  
  

Minimum Qualifications

Education:

• A bachelor’s degree from an accredited college or university.
  
  

Experience

• Five years of professional experience in administrative operations, program management, legal operations, or a related field, including at least two years of supervisory or team leadership experience.
• Strong verbal and written communication skills, with the ability to communicate complex information clearly.
  
  

Desired Or Preferred Qualifications

• Legal experience involving civil, criminal or administrative proceedings is preferred, including familiarity with administrative law principles like due process, notice requirements, record development, and public-facing adjudicatory processes.
• Experience in paid leave, UI, workers compensation, or any other benefits administration program is preferred.
• Experience working in or collaborating with policy, customer service, or IT staff to resolve operational issues.
• Experience working in a high-volume, deadline-driven environment involving sensitive or confidential information.
• Experience standing up new government programs is preferred.
• Demonstrates ability to translate legal or technical language into clear, plain-language.
  
  

Special Requirements

All candidates are subject to a background check against files maintained by the Division of Unemployment Insurance (Labor/DUI) to determine whether any monies are owed to Labor/DUI as a result of unemployment insurance overpayment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment.

SELECTION PROCESS

All information concerning the qualifications, including any required documentation (diploma, transcript, certificate, etc.) must be submitted and received by the closing date. Information submitted after this date will not be considered. Applications that meet minimum and/or selective qualifications will be referred to the hiring unit for interview selection. Units will select those candidates most closely demonstrating the qualifications for the interview.

Resumes are acceptable as additional information only; however, the application must be completed in its entirety, or it will be subject to rejection.

EXAMINATION PROCESS

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.

The examination for this recruitment will be an evaluation and rating of the information provided on your application. Therefore, it is essential that the application is filled out completely and accurately, listing all relevant education and experience, addressing the specific qualifications shown above and submitting any required documentation (diploma, transcript, certification, license, etc.). Please include clear, detailed and specific information on your application regarding experience qualifications related to the minimum qualifications, desired, and/or selective qualifications of the position.

• Please note that your answers on the supplemental questionnaire must correspond to the information provided on your application to receive credit.
  
  

Benefits

This is a full-time, permanent position and eligible for full State benefits, which include:

• Flexible hours and hybrid teleworking
• Paid holidays 12-13 per year
• Generous paid leave package (annual, sick, personal and compensatory leave)
• State Pension ("defined benefit" plan)
• Tax-deferred supplemental retirement savings plans (401(k) and 457)
• Comprehensive, subsidized health, dental and prescription plans with little to no deductibles, free generic prescriptions, and free preventative health services
• Flexible Spending Account plans for Health Care and Daycare
• State Employees Credit Union To learn more, please click this link
  
  

To learn more, please click this link : STATE OF MARYLAND BENEFITS

FURTHER INSTRUCTIONS

The online application is STRONGLY preferred. However, if you are unable to apply online, or having difficulty with your login or password, please contact DBM's Helpdesk directly at (410) 767- 4850 (8:00 AM to 5:00 PM daily, except for holidays and weekends). After business hours, please submit an email request to Application.Help@maryland.gov. If you encounter difficulty attaching required or optional documentation, you may submit via email, mail or deliver in person. Please be sure to include your name, identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing.

We thank our Veterans for their service to our country and encourage them to apply. If you are seeking veteran's preference, please submit a copy of your DD-214.

The paper application must be received by 5 pm, close of business, on the closing date for the recruitment, no postmarks will be accepted. Incorrect application forms will not be accepted.

PLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION

Completed applications, required documentation, and any required addendums may be mailed to:

Maryland Department of Labor / Office of Administration

Attn: Erika Leonard-Anderson 25-005478-0054

100 S. Charles Street, 5th Floor

Baltimore, MD 21201

The MD State Application Form can be found online

Department of Labor, Licensing and Regulation is an equal opportunity employer. It is the policy of Labor that all persons have equal opportunity and access to employment opportunities, services, and facilities without regard to race, religion, color, sex, age, national origin or ancestry, marital status, parental status, sexual orientation, disability or veteran status.