Stakeholder Relations Specialist

Absolute Staffing & Consulting Solutions - Linthicum Heights, MD

Position Title

Stakeholder Relations Specialist

Job Category

Non-exempt (hourly)


Programs: Self-Directed Services


Stakeholder Relations Manager



Travel Required

Occasional, as needed

Salary Level

Specialist I

Position Type

Full Time

Position Summary

The Stakeholder Relations Specialist provides administrative and customer service support, process/technical guidance, and facilitate organizational and general workflow for participants and their team in Self-Directed Services. The primary role of the Stakeholder Relations Specialist is to facilitate resolution of customer service and technology-related calls, emails, and tickets requiring an agency response. The Stakeholder Relations Specialist is the initial point of contact for stakeholder calls, emails, and tickets received daily. The Stakeholder Relations Specialist will collaborate across the team to promote the most efficient and effective resolution strategies across all Self-Directed Services processes.

Position ResponsibilitiesEssential Functions
· Customer Service and General Stakeholder Relations: Communicate with participant employers, employees, and their support teams regarding program requirements and internal policy and procedure.
o Answer phone calls and respond to voicemails per FMCS contract requirements.
o Facilitate prompt and courteous resolution of customer service tickets within required FMCS contract parameters. Escalate matters to the Senior Stakeholder Relations Specialist, Manager of Stakeholder Relations, or other Self-Directed Services manager when merited.
o Provide timely and professional responses to employers, employees, and planning teams at large.
o Create and issue notifications to employers and their team members to clarify program and other regulatory requirements.

Technical Resource Support: Support external stakeholder use of and provide technical troubleshooting for Self-Directed Services software, systems, and processes.
o Support external stakeholder access to web-based resources, forms and tools made available by The Arc.
o Facilitate appropriate software access ensuring user credentials are provided accurately and in a timely manner.

Other Functions
· Support general administrative tasks for the Outreach team.
· Provide support with Self-Directed Services processing when necessary.
· Other duties as assigned.

Education & Experience Requirements· High School Diploma or GED required, BS in a related field preferred.
· Minimum of 1 year of experience interacting with customers in a service-focused and informational environment.
· Strong attention to detail required for successful job placement.
· Proficiency in MS Word, Excel, Outlook, and other related databases.
· Ability to acquire new technology related skills quickly.
· Excellent oral and written communications; strong interpersonal skills with the ability to manage positive communication in difficult situations.
· Able to work independently, determine priorities and implement necessary actions to respond to stakeholders promptly and meet contract, reporting, and processing deadlines.
· Possess integrity, accuracy, technical excellence, and ability to get things done in an efficient, respectful, and competent manner.
· Ability to adapt under pressure in an ever-changing environment; adhere to deadlines; foster a sense of urgency to do what it takes to get the job done.

Physical & Mental RequirementsThe physical and mental demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions.

Physical Demands
While performing the duties of this job, employees are regularly required to sit, walk, and stand; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment; reach with hands and arms; and lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus. Ability to drive is a requirement of the position.

Mental Demands
While performing the duties of this job, employees are regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve non-routine and complex problems; use math and mathematical reasoning; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines with frequent interruptions; and interact with the a variety of stakeholders including participant employers, their employees and support teams, other employees, the public and others encountered in the course of work.

Work EnvironmentThis position operates in a professional office environment and out in the community. Regular use of office equipment such as but not limited to, VoIP, printer, scanner, and computer.

Work ScheduleThis position is full-time. Typical work schedule is 8.5 hours with a 30 minute lunch break between 7:30AM-5PM based on FMCS contract requirements. The Manager of Stakeholder Relations will coordinate schedules based on needs and availability.

Posted On: Wednesday, August 23, 2023

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