Community Impact Constituent Services Coordinator

THIS IS A NON-CIVIL SERVICE POSITION

CITY OF BALTIMORE, OFFICE OF CITY COUNCIL

Office of Community Engagement/Impact

Community Impact Constituent Services Coordinator

Salary Range: $52,362- $83,731 annually, with benefits

Hours: Full-time, 40 hours/week (must be available for some evenings and weekends)

GET TO KNOW US

Welcome to the City of Baltimore! Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant, diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact, both on the job and in the community, while serving its citizens. Join us in making Baltimore a great place to live and work. In the City of Baltimore, we hire great people and provide them with the skills and opportunities to grow toward their career aspirations. If you are looking for a career change or are interested in learning more, explore our opportunities and benefits programs. We are excited to have you as a part of the City of Baltimore Team! The city offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans. This office also supplies wellness programs, support groups, and workshops. You can learn about our benefits here:  https://humanresources.baltimorecity.gov/hr-divisions/benefits

JOB SUMMARY

The Office of the City Council President is seeking a dynamic, community-centered professional to join our fast-paced, mission-driven team as a Community Impact Constituent Services Coordinator. This role is central to coordinating with district staff and city agencies to resolve constituent service requests. Reporting to the Director of Community Engagement, the Coordinator will often be the first point of contact for district staff, while also representing the Council President in neighborhoods, engaging directly with residents, and supporting outreach efforts.

The ideal candidate thrives in a collaborative environment, is passionate about public service, and is committed to delivering results that uplift every neighborhood in Baltimore.

ESSENTIAL FUNCTIONS

The Community Impact Constituent Services Coordinator will:

• Triage Requests: Log, track, and route constituent service requests into the Council-wide platform; ensure timely follow-up with the relevant district staff.
• Serve as Liaison: Act as the bridge between the Council President’s office and district offices on matters of city services, constituent issues, and satisfaction.
• Resolve Issues: Manage and resolve certain constituent cases directly, when assigned by the Council President.
• System Oversight: Maintain expertise in the Council’s case management software; train and support district staff in onboarding, usage, and professional development.
• Technology Integration: Work with BCIT and 311 to improve communication between platforms (e.g., Salesforce) and recommend enhancements based on staff and resident feedback.
• Data & Reporting: Track trends in service requests, agency responsiveness, and case resolution; prepare reports for the Council President, Director of Oversight, and other stakeholders.
• Collaborative Problem-Solving: Meet quarterly with the Director of Community Impact and District Constituent Affairs Managers to identify patterns, resolve challenges, and design long-term solutions.
• Community Engagement: Attend community meetings and neighborhood conversations, when assigned, to share updates, hear concerns, and collect feedback.
• Partnership Development: Collaborate with community leaders to develop innovative solutions or information campaigns around recurring issues.

MINIMUM QUALIFICATIONS

Education: High school diploma or GED required.
Experience: At least 3 years in customer service, community outreach, sales, or other public-facing roles.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong relationship-building and trust development skills.
• Proven ability to work with individuals in crisis or high-stress situations.
• Excellent verbal and written communication skills.
• Sound judgment and decision-making abilities.
• Strong organizational skills and attention to detail.
• Responsiveness and urgency in addressing issues.
• Flexibility and adaptability in a fast-paced environment.

ADDITIONAL INFORMATION

BACKGROUND CHECK

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

PROBATION

All persons, including current City employees, selected for this position must complete a 6-MONTH mandatory probation.

FINANCIAL DISCLOSURE

This position is required to complete a Financial Disclosure pursuant to Sections 7-7, 7-8, and 7-9 of the City Ethics Law.

BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER