Strike Force 311 Supervisor presso Prince George's County Government, MD

About the Department

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.

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.

Position Duties

• 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.

Minimum Qualifications

• 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.

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.

Other Qualifications

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. 

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