Customer Care Team Lead/Advanced Specialist

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 Customer Care team is the first point of contact for the FAMLI program, providing essential support to employers and workers. The Customer Care team strives to meet people where they are and create pathways for people of different needs and abilities to get the services they need. The Customer Care team’s clear, empathetic, and effective assistance is at the heart of our mission to ensure Maryland workers get paid when they need time to care for themselves and their families. This is a Remote position. GRADE ASTD13 LOCATION OF POSITION 100 S. Charles Street Baltimore, Maryland 21201 Main Purpose of Job The Customer Care team within the Division of Family and Medical Leave Insurance (FAMLI) at the