Content Specialist
Prince George's County, Maryland, Upper Marlboro, MD, United States
Content Specialist (Citizens Services Specialist 3G)
Position: Content Specialist (Citizens Services Specialist 3G) grade G21 in the 311 Call Center division of the Office of Community Relations.
About The Position This senior‑level role supports content governance, knowledge management, and quality assurance for the PGC311 Call Center. The incumbent assists the Content Manager in maintaining the accuracy, integrity, and timeliness of information in Salesforce, the PGC311 knowledge base, and related 311 systems. Key focus areas include content review, updates, interagency coordination, data analysis, and quality monitoring to ensure residents receive accurate and consistent information. Additional responsibilities include supporting training efforts, monitoring service request trends, identifying information gaps, and collaborating with County agencies to ensure knowledge articles and service request types are current and align with policies.
About The Agency The Office of Community Relations connects residents with government resources and agencies, serving as a bridge between government and its people through data‑driven analysis and constituent input.
Examples of Work
Receive calls or web‑based portal requests, determine service type, enter citizen information into Salesforce, provide a case number, and follow up as necessary.
Support the Content Manager in maintaining, auditing, improving, and configuring PGC311 knowledge base content and service request types within Salesforce.
Plan, research, coordinate, and implement special events for public relations projects and exhibition presentations.
Attend special meetings or events with the Director.
Coordinate with agency representatives to verify service levels, service level agreements, and program changes.
Participate in meetings related to system enhancements, policy updates, or process improvements.
Assist in special projects related to system improvements, transparency, and reporting initiatives.
Qualifications Minimum Qualifications
Bachelor’s degree from an accredited college or university in a social science or closely related field.
Two (2) years of progressively responsible experience in social programs.
Preferred Qualifications
Bilingual applicants are encouraged.
Conditions of Employment
Willing to work in office and travel to events and meeting sites during and after hours.
Meet all training and performance standards and demonstrate required proficiency.
Wear and use agency protective apparel and equipment.
Successfully pass pre‑employment checks, including reference checks, background investigations, and drug screenings.
Serve as an essential employee, reporting during standard or non‑standard hours as required.
Job Location 14741 Governor Oden Bowie Drive, Upper Marlboro, MD 20774
Salary Range Transparency The salary range listed reflects the offer range for this position. Offers are within this range based on qualifications, experience, and internal equity.
Tentative Interview Dates May 5, 2026 – May 7, 2026 (subject to change; only selected candidates will receive confirmation).
Online Application Only Only online applications will be accepted.
Eligibility to Work Under the Immigration Reform and Control Act of 1986, we hire only U.S. citizens and lawfully authorized alien workers. Selected applicants must provide and verify authorization to work in the U.S. without sponsorship. The employer participates in E‑Verify and will provide federal government on I‑9 information after an offer is accepted.
Equal Opportunity Employer Prince George's County Government is an Equal Opportunity/Affirmative Action Employer committed to diversity and inclusion.
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About The Position This senior‑level role supports content governance, knowledge management, and quality assurance for the PGC311 Call Center. The incumbent assists the Content Manager in maintaining the accuracy, integrity, and timeliness of information in Salesforce, the PGC311 knowledge base, and related 311 systems. Key focus areas include content review, updates, interagency coordination, data analysis, and quality monitoring to ensure residents receive accurate and consistent information. Additional responsibilities include supporting training efforts, monitoring service request trends, identifying information gaps, and collaborating with County agencies to ensure knowledge articles and service request types are current and align with policies.
About The Agency The Office of Community Relations connects residents with government resources and agencies, serving as a bridge between government and its people through data‑driven analysis and constituent input.
Examples of Work
Receive calls or web‑based portal requests, determine service type, enter citizen information into Salesforce, provide a case number, and follow up as necessary.
Support the Content Manager in maintaining, auditing, improving, and configuring PGC311 knowledge base content and service request types within Salesforce.
Plan, research, coordinate, and implement special events for public relations projects and exhibition presentations.
Attend special meetings or events with the Director.
Coordinate with agency representatives to verify service levels, service level agreements, and program changes.
Participate in meetings related to system enhancements, policy updates, or process improvements.
Assist in special projects related to system improvements, transparency, and reporting initiatives.
Qualifications Minimum Qualifications
Bachelor’s degree from an accredited college or university in a social science or closely related field.
Two (2) years of progressively responsible experience in social programs.
Preferred Qualifications
Bilingual applicants are encouraged.
Conditions of Employment
Willing to work in office and travel to events and meeting sites during and after hours.
Meet all training and performance standards and demonstrate required proficiency.
Wear and use agency protective apparel and equipment.
Successfully pass pre‑employment checks, including reference checks, background investigations, and drug screenings.
Serve as an essential employee, reporting during standard or non‑standard hours as required.
Job Location 14741 Governor Oden Bowie Drive, Upper Marlboro, MD 20774
Salary Range Transparency The salary range listed reflects the offer range for this position. Offers are within this range based on qualifications, experience, and internal equity.
Tentative Interview Dates May 5, 2026 – May 7, 2026 (subject to change; only selected candidates will receive confirmation).
Online Application Only Only online applications will be accepted.
Eligibility to Work Under the Immigration Reform and Control Act of 1986, we hire only U.S. citizens and lawfully authorized alien workers. Selected applicants must provide and verify authorization to work in the U.S. without sponsorship. The employer participates in E‑Verify and will provide federal government on I‑9 information after an offer is accepted.
Equal Opportunity Employer Prince George's County Government is an Equal Opportunity/Affirmative Action Employer committed to diversity and inclusion.
#J-18808-Ljbffr