About this opportunity
Howard County lists this Human Services Specialist III - County Administration, Office of Consumer Protection opportunity in columbia, Maryland. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Salary : $77,422.00 - $149,082.00 Annually
Location : 9820 Patuxent Woods Drive, Columbia, MD 21046, MD
Job Type: Full Time
Job Number:
Department: County Administration
Division: County Administration - Office of Consumer Protection
Opening Date: 09/21/2026
Closing Date: 10/12/ :59 PM Eastern
POSITION SUMMARY/CLASS DESCRIPTION
Howard County:
Conveniently located in the heart of central Maryland between Baltimore and Washington, Howard County offers the charm of a historic past mixed with the excitement of a cosmopolitan community.
Howard County Government:
Howard County Government is a leader in innovation, sustainability, and consistently ranked as one of the best places to live and work in the country. In 2025, Howard County Government received a record-breaking 83 Achievement Awards from the National Association of Counties (NACo) - the highest number of annual NACo awards achieved in the history of the State of Maryland, and the highest number of awards out of any county in the State of Maryland which received a collective 136 awards. NACo is the leading organization representing county-level government operations. These awards recognize innovative and transformative programs that provide new services for county residents, improve existing programs, upgrade working conditions, and enhance citizen participation and public policymaking.
What are we looking for?
We are looking for outstanding individuals to join our team and contribute to excellence in Howard County operations.
What you'll like most about working at Howard County Government:
We are committed to workplace excellence in every area of County government.
We have a highly talented, diverse, and inclusive workplace. Your input will not only be heard, but it will be encouraged!
We offer competitive compensation and great benefits including medical, retirement, and wellness programs.
As a member of the Howard County Government team, you'll be helping drive our culture and directly impact what makes us an amazing place to work.
POSITION SUMMARY:
Serves as the Senior Investigator and Arbitration Case Manager for the Office of Consumer Protection (OCP). This is a highly complex position which requires specialized legal knowledge concerning theories of consumer and tenant protections and the ability to use and apply case law to each case before the Office. The position requires impartial analysis of law, evidence and facts as well as the ability to work successfully with the parties in each case, who are adversaries, and who also represented by counsel. The position also requires the development, deployment and administration of an arbitration program. This is an advanced working supervisory position.
The position is a management position which requires experience in investigation of consumer cases, oversight of an alternative dispute resolution program, interfacing with relevant federal, state and local agencies.
Work includes assisting the Administrator in supervising the daily operations of the office, which includes planning, organization, coordination, and direction of investigative services and programming, preparing and administering budgets, and seeking, applying and administering grants and contracts.
The position works under the direction and supervision of the OCP Administrator.
STARTING SALARY HIRING RANGE:
$37.22 - $48.74
$77,422 - $101,377
* This is the anticipated starting salary range for this position. Please note that the final salary will be determined by the Office of Human Resources, commensurate with experience and aligned to ensure internal equity with similarly situated roles.*
This position will start no earlier than January 1, 2027.
CLASS DESCRIPTION:
Performs advanced professional level human services work, which may include supervisory responsibility, under general supervision from an administrative or technical superior. Work typically includes administrative support of a Division within the Department of Community Resources and Services; supervision over a major phase of citizen services delivery for the department; and planning, implementing, and evaluating program policies and procedures. Work also includes negotiating and administering grants; preparing budgets; designing instruments for use in data gathering; and contacts with public, health, and social service agencies.
*This is a Classified position, meaning that it is a part of the Howard County Classified Service upon completion of a probationary period of at least six (6) months. Hybrid work schedule available after probation has been completed*.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Complex Investigation and Enforcement: Conduct comprehensive investigations into complex complaints involving unclear issues of fact or law.
Plan and execute detailed fact-finding activities, including evidence collection, site visits, and interviews with complainants, respondents, witnesses, and subject-matter experts.
Analyze business records, company policies, contracts, leases, warranties, and other legal documents to determine violations of Federal, State, and County laws, codes, and Executive Orders.
Prepare detailed investigative reports and draft formal legal documents such as subpoenas, affidavits, civil citations, statements of charges, consent agreements, cease and desist orders, and notices of violation.
Prepare cases for administrative hearings and court proceedings in consultation with attorneys; appear and provide expert testimony as required.
Administer licensing and compliance responsibilities related to specialized statutes (e.g., Solicitors and Peddlers Statute, Trespass Tow Statute), including application processing, license issuance, procedure development, and complaint investigations.
Coordinate investigative, enforcement, and conciliation efforts with internal County agencies and external governmental or social service organizations.
Liaise with the Howard County Office of Law and the lawyer assigned to OCP as needed.
Testify in public hearings, court and arbitration cases, as needed.
Dispute Resolution and Case Management: Manage a caseload of consumer complaints from intake through resolution.
Review complaints for jurisdiction and apply applicable statutes and regulations to provide initial guidance to consumers and tenants.
Investigate individual and class complaints to resolve disputes through mediation, conciliation, and negotiated settlements with businesses.
Research and interpret complex legal documents, contracts, and relevant laws, codes, and ordinances to evaluate claims and business responses.
Conduct industry and marketplace research to provide context and assess claim validity.
Determine when cases should be referred to enforcement entities or social service agencies.
Conduct Conciliations on behalf of the Administrator.
Public Education and Outreach: Provide technical and practical guidance to the public via phone, email, and in-person consultations on consumer protection and landlord/tenant matters.
Advise tenants on rights and responsibilities under landlord/tenant laws and educate landlords on compliance requirements.
Plan and deliver community outreach initiatives, including in-person and virtual presentations, workshops, and educational events.
Develop and coordinate public education materials such as pamphlets, newsletters, tip sheets, social media content, and website resources.
Advise businesses on their legal obligations under consumer protection statutes.
Attend Board meetings as needed.
Policy, Legislation, and Special Projects: Review proposed state and local legislation and provide feedback on potential impacts to County consumers and the Office.
Recommend and draft regulations, operating procedures, proposed legislation, and public information materials as needed.
Serve as a subject-matter expert on task forces, commissions, and interagency or intergovernmental working groups.
Support Office leadership by staffing advisory boards and performing related duties in the absence of an Administrator.
Participate in Emergency Management activities and special projects, including assignments outside normal business hours when required.
Arbitration: Design, develop and deploy OCP's new arbitration program.
Recruit, train and oversee volunteer corps of arbitrators.
Assists in administering arbitration; communicates regularly with parties, party representatives, and arbitrators and mediators by telephone, email, video conferencing, and letter; performs scheduling and other administrative tasks.
Develops, understands and applies respective rules and procedures for administering arbitration cases; interprets and determines their appropriate application to assigned cases.
Maintains and updates case files, records, and documents in the online case management system.
Ensures confidentiality of case information and case records; adheres to the County's information security and data privacy policies, procedures, and practices.
Assists in coordinating, initiating, and administering conference calls and video conferences.
Prepares and sends electronic and written communications to parties, party attorneys, and arbitrators and mediators.
Proactively identifies case management issues and informs management; takes appropriate action to resolve them as appropriate.
Responds to inquiries from clients, client representatives, and panelists in a timely and courteous manner; assists managers with informing and educating clients and client representatives on processes.
Provides feedback to Administrator regarding interaction with arbitrators.
Attends on-site and in-person meetings and training sessions.
SUPERVISORY RESPONSIBITIES:
Manage volunteer arbitrators and subordinate positions in the Office of Consumer Protection. At the direction of the Administrator: participate in the interviewing, hiring, training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; and addressing complaint and resolving problems.
MINIMUM REQUIRED EDUCATION/EXPERIENCE
Bachelor's Degree and three (3) years' experience or an equivalent combination of education and experience.
REQUIRED CERTIFICATIONS, LICENSES, AND REGISTRATIONS:
Possession of a valid driver's license as individual will be commuting within the community.
PREFERRED EDUCATION, KNOWLEDGE, SKILLS, AND ABILITIES: Juris Doctor degree from an accredited law school.
Substantial experience in consumer protection, investigatory, or regulatory compliance work.
Knowledge of applicable Federal, State, and local laws related to consumer protection, contracts, and landlord/tenant matters.
Experience conducting investigations, mediations, and complaint resolution.
Proficiency in reading and interpreting various documents, including legal files, business correspondence, and procedure manuals.
Ability to manage a caseload, analyze evidence, and reach sound conclusions.
Ability to prepare clear, concise case summaries, reports, and related documentation.
Skill in negotiation, mediation, and conflict resolution using tact, diplomacy, and sound judgment.
Strong verbal and written communication skills, including the ability to interview parties and present information clearly.
Strong interpersonal skills and the ability to work effectively with diverse populations and stakeholders.
Ability to work independently, organize workload, and interpret policy in areas of uncertainty.
Proficiency with Microsoft Office, databases, and virtual platforms used for service delivery and communication.
Demonstrates strong written communication skills for reports and correspondence.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
Must be able to perform the following either manually or with assistive devices; talk and hear on the telephone, drive an automobile (your own or a county vehicle), stand walk sit, use a computer, be able to reach, touch, grasp, and feel physical items, must be able to adapt to see around or under items, must be able to distinguish colors, textures, and have vision corrected to 20/40. Be able to lift 25 pounds.
The noise level in the work environment is usually low to moderate. May need to work evenings and weekends.
LANGUAGE SKILLS, MATHEMATICAL SKILLS AND REASONING ABILITY
LANGUAGE SKILLS: Ability to read, analyze, and interpret financial reports, laws, and legal documents.
Ability to respond effectively to inquiries and complaints from consumers, businesses, regulatory agencies, and the public.
Ability to negotiate on behalf of consumers to resolve disputes.
Ability to draft clear and accurate written materials, including investigative reports, subpoenas, statements of charges, cease and desist orders, consent agreements, correspondence, and informational materials.
Ability to present information clearly and professionally to management, public groups, and government officials.
MATHEMATICAL SKILLS:
Ability to calculate figures such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply basic concepts of algebra and geometry.
REASONING AND ANALYTICAL ABILITY:
Ability to define problems, collect and analyze data, establish facts, and draw valid conclusions.
Knowledge of consumer protection laws, negotiation techniques, investigation methods, and common crimes and scams.
Knowledge of related statutes and the roles of collateral administrative agencies.
ADDITIONAL INFORMATION:
TO APPLY: You must complete an employment application online to be considered for this recruitment. Resumes cannot be substituted for completion of the job application work history. No paper applications will be accepted.
Selected candidates may be subject to drug screening, background screening, and reference checks.
At time of application, please submit a copy of any college degree, coursework, licenses, or certifications that you have referenced on your application. Applicants who have education obtained outside of the U.S. may need to provide proof of the equivalent U.S. education as determined by a foreign credential evaluation service, such as the National Association of Credential Evaluation Services ( or World Education Services: International Credential Evaluation (
Howard County Government is not sponsoring employees in application of the H-1B Visa or providing an extension of an existing H-1B Visa. All applicants must be legally authorized to work in the United States under the Immigration Reform and Control Act of 1986.
Howard County is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion. The County prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression or any other characteristic protected by federal, state or local laws. Applicants requiring accommodations during the hiring process should contact the Office of Human Resources directly at . Requests for accommodations should not be attached to the application.
The following is a summary of the benefits available to Howard County employees who hold full-time benefit-eligible positions. Employees in positions covered by a bargaining agreement should consult their union contract for other specific benefits. Additional details are also available in the Employee Manual and in summary plan descriptions which are available in the Office of Human Resources or at
FLEXIBLE BENEFITS PLAN: Under the County's flexible benefits plan called CountyFlex, employees may elect to enroll in medical insurance plans, dental insurance plans, optional life insurance, dependent life insurance, and healthcare and dependent care flexible spending accounts. Employee contributions to these benefits are made on a pre-tax basis. Information concerning enrollment options, plan rates and a benefits comparison chart are available in the Office of Human Resources.
GROUP TERM LIFE INSURANCE: Employees receive a group term life insurance benefit equal to 2 times their annual salary at no cost. Accidental death and dismemberment coverage is included. The County pays the entire cost for this benefit. Employees may purchase additional coverage under the CountyFlex benefits plan.
PAID LEAVE BENEFITS: Annual and Disability Leaves are accrued over 24 pay periods each year. Personal leave is credited on January 1st each year. Use of Annual, Disability and/or Personal Leave requires supervisory approval.
ANNUAL LEAVE: During the first 5 years of employment, employees accrue the equivalent of 13 days per year. From years 6 through 10, the accrual is the equivalent of 16 days per year. From years 11 through 20, the accrual is the equivalent of 19 days per year. From year 21 on, the accrual is the equivalent of 21 days per year. Annual leave may not be used during the first 6 months of employment. A maximum of 40 days may be carried over from one fiscal year to the next.
DISABILITY LEAVE: Employees accrue the equivalent of 1 day per month (12 days per year). There is no maximum accrual. This leave may be used for the disabling illness/injury of the employee, spouse or minor child or for a serious medical condition approved under F.M.L.A. Absences of over 3 days must be substantiated by a physician's certificate.
PERSONAL LEAVE: Employees receive 6 personal leave days each calendar year to be taken during the calendar year. Employees hired after April 30th receive 4 days of personal leave that year; those hired after August 31st receive 2 days; and those hired after November 30th receive no personal leave for that year. Personal leave may not be carried over.
HOLIDAYS: Employees are paid for the following holidays: New Year's Day; Martin Luther King Day; President's Day; Good Friday; Memorial Day; Juneteenth; Independence Day; Labor Day; Columbus Day; Veteran's Day; Thanksgiving Day; Friday after Thanksgiving Day; Christmas Day.
OTHER PAID LEAVE: Other paid leave will be granted for approved jury duty, military leave, bereavement leave and official leave. Unpaid leave will be granted in accordance with the Family and Medical Leave Act.
RETIREMENT: Howard County sponsors a defined benefit plan for its employees. participation in the plan is mandatory. Employees are required to make contributions to the plan, which are taken on a pre-tax basis. Contribution rates are dependent upon the plan in which the employee participates (general plan, or police and fire plan). The County contributes an additional percentage sufficient to ensure that each plan is adequately funded. Complete details are available in the summary plan descriptions which are available in the Office of Human Resources.Howard County Retirement Plan: Employees contribute 3% of salary to the plan. Sheriff Deputies hired after 7/1/2021 contribute 8.5% of salary to the plan. All eligible Corrections Employees must enroll in the Corrections Employees Enhanced Benefit and must contribute 8.5% of salary to the plan.Howard County Police and Fire Employees' Retirement Plan: Sworn police officers and career firefighters must participate in this plan. Police employees contribute 11.6% of salary and Fire employees contribute 7.7% of salary to the plan.
SOCIAL SECURITY: Participation is mandatory. Employees contribute at the current established rate.
457(b) DEFERRED COMPENSATION PLAN: Employees are eligible to participate in an IRS 457(b) deferred compensation program. This plan allows employees to defer a portion of their income on a pre-tax basis. Contributions are invested at the employee's direction on a tax deferred basis.
EMPLOYEE ASSISTANCE PROGRAM: Employees experiencing problems that affect their personal lives and job performance may take advantage of confidential assessment and referral services.
EDUCATIONAL ASSISTANCE: Employees may apply for reimbursement for tuition costs after completion of 6 months of employment. Prior course approval is required. The maximum annual reimbursement is $2500 contingent upon County funding.
PAID PARENTAL LEAVE : Employees who have worked for the county for at least twelve (12) months are eligible for twelve (12) weeks of paid parental leave in connection with the qualifying birth of a child, or the placement of a child with an employee for adoption or foster care. Leave must be used within the 12 months following the birth or placement.
LONG TERM DISABILITY BENEFITS: Employees who have completed 6 months of service are enrolled in the LTD plan. After 6 months of disability, plan may pay 60% of base monthly pay up to $2500 per month. The County pays the entire cost of this benefit.
DISABILITY LEAVE BANK: Employees have established a Disability Leave Bank to which employees may donate disability leave in order to be eligible to receive salary and benefit protection when they are absent due to a serious disabling illness or injury and have exhausted all accrued leave. Employees are eligible to join the Bank after having completed 1 year of employment. Administration of the Bank, including the review and approval of claims for grants of time, is handled in accordance with the Bank's Rules and Regulations which are available in the Office of Human Resources.
VOLUNTARY BENEFIT OPTIONS: Employees may elect to enroll in long term care insurance, critical illness insurance, short term disability income protection, and universal life insurance.
CREDIT UNION: Employees may participate in the Tower Federal Credit Union through payroll deductions. Loans are also available to qualified applicants.
01
Your application, which includes any associated supplemental questions, must be complete at the time of submission and must clearly articulate the required work experience relevant to the position for which you are applying. The submitted electronic document must outline accurate dates to include (month and year) in association with each work history entry. Vague descriptions of experience will not be considered. Please include all pertinent experience in your application to include, full or part time, volunteer, military, acting capacity, or any other such work history that is applicable to the position for which you wish to be considered. Descriptions of duties that state "see resume" will negatively impact your candidacy as resumes cannot be substituted in lieu of a completed application. Applicants will not be contacted for clarification or additional information.I have read and understand the language outlined above. Yes
No
02
Are you willing to accept a salary offer within the salary hiring range commensurate with applicable experience/qualifications? $77,422 - $101,377/yearly Yes, I am willing to accept the starting salary hiring range.
No, I am not willing to accept the starting salary hiring range.
03
Do you possess a bachelor's degree and three (3) years of experience in consumer protection, investigatory, and regulatory compliance work? Yes
No
04
If you possess three (3) years of experience in consumer protection, investigatory, and regulatory compliance work or an equivalent of education and experience, please explain where you acquired this education/experience including your employer, position title, dates of employment, and position responsibilities. Be advised that "See Resume" is not an adequate response.
05
Do you possess a Juris Doctor degree? Yes
No
06
Do you possess knowledge of Federal, State, and local laws related to consumer protection, contracts, and landlord/tenant matters? Yes
No
07
If you possess knowledge of Federal, State, and local laws related to consumer protection, contracts, and landlord/tenant matters, please explain where you acquired this experience including your employer, position title, dates of employment, and position responsibilities. Be advised that "See Resume" is not an adequate response.
08
Are you proficient in reading and interpreting various documents including legal files, business correspondence, and procedure manuals? Yes
No
09
If you are proficient in reading and interpreting various documents including legal files, business correspondence, and procedure manuals, please explain where you acquired this experience including your employer, position title, dates of employment, and position responsibilities. Be advised that "See Resume" is not an adequate response.
10
Do you possess a skill in negotiation, mediation, and conflict resolution using tact, diplomacy, and sound judgment? Yes
No
11
If you possess a skill in negotiation, mediation, and conflict resolution using tact, diplomacy, and sound judgment, please explain where you acquired this experience including your employer, position title, dates of employment, and position responsibilities. Be advised that "See Resume" is not an adequate response.
12
Do you possess experience conducting investigations, mediations, and complaint resolution? Yes
No
13
If you possess experience conducting investigations, mediations, and complaint resolution, please explain where you acquired this experience including your employer, position title, dates of employment, and position responsibilities. Be advised that "See Resume" is not an adequate response.
14
Do you possess supervisory/managerial experience comprised of interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems? Yes
No
15
If you possess supervisory/managerial experience, please explain where you acquired this experience including your employer, position title, dates of employment, and position responsibilities. Be advised that "See Resume" is not an adequate response.
16
Which of the following best describes your level of proficiency with Microsoft Office? Beginner: Can create and edit basic documents, enter data, and use simple formatting.
Intermediate: Can format complex layouts, use formulas/functions (e.g. VLOOKUP, pivot tables), and build presentations with transitions.
Advanced: Can create macros, complex data models, advanced animations, and master templates.
None
17
Do you possess a valid driver's license? Yes
No
18
I understand I am responsible for maintaining the accuracy of my contact information, including my street address, my e-mail address, and my contact telephone numbers. My failure to maintain accurate contact information may result in my not receiving information regarding this job announcement and/or may result in my not being further considered for this employment opportunity. To update this information visit click on the "career seekers" link, and follow the prompts. I have read and understand the language outlined above.
19
I certify that the information submitted in this application is true and correct to the best of my knowledge. I understand that providing false, erroneous, and/or misleading information may result in elimination from the hiring process and termination of employment if hired. I have read and understand the language outlined above.
Required Question
Worksite address
columbia, MD, 21046, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.