Appeals Manager

Title: APPEALS MANAGER

Location: Baltimore United States

DepartmentLABOR - Family and Medical Leave Insurance

Date Opened12/30/2025 10:32:00 AM

Filing Deadline1/13/2026 5:00:00 PM

Salary$91,761.00 - $113,075 with potential growth to $142,914.00/year

Employment TypeFull-Time

HR AnalystErika Leonard-Anderson

Work LocationBaltimore City

Telework EligibleYes 

Job Description:

Introduction

Maryland's Family and Medical Leave Insurance (FAMLI) program makes sure all workers in Maryland have paid time off for medical and family reasons. FAMLI is a social insurance system covering 2.6 million workers and 180,000 employers, delivered as a digitally native, public-facing service. We're in the early stages of building something as big and as far-reaching as unemployment insurance or a new health department. We know that delivering services primarily through a website, over the Internet, is a new way of doing business in government.\n\n\nThe Appeals Unit is responsible for providing a fair and impartial process for reviewing determinations made by the FAMLI Division. Our Hearing Officers conduct hearings, review evidence, and issue legally sound decisions while safeguarding due process. The Appeals Unit is committed to delivering timely, accessible, and high-quality service to workers, employers, and the public while upholding the integrity of the FAMLI program. \n\n\nThe Appeals Manager develops and executes the operational strategy for appeals administration, focusing on workflow management, customer service, correspondence, record retention, and cross-functional coordination. Working closely with Division leadership, the Appeals Manager supports access to justice by ensuring all parties receive reliable support throughout the appeals process, and clear, timely information in accordance with the law. \n\n\nThis position is Remote\n\n\n\n\n\n\nThis is a Management Service position that serves at the pleasure of the Appointing Authority.\n\n\n\n\n\n\n\n

GRADE

21\n

LOCATION OF POSITION

100 S. Charles Street\nBaltimore, Maryland 21201\n

Main Purpose of Job

The Appeals Manager is a senior leader within the Appeals Directorate in the Division of Family and Medical Leave Insurance (FAMLI) at the Maryland Department of Labor (MDOL). This role is responsible for executing the organizational strategy for the operational and administrative arms of the Appeals Unit. This role will be responsible for planning, implementing, and executing a wide range of initiatives that align with our strategic goals and objectives. This is a leadership position that requires exceptional organizational, analytical, and communication skills. The successful candidate will have a proven track record of driving successful project outcomes and possess the ability to work cross-functionally with various teams and stakeholders.

POSITION DUTIES

Duties of this position include but are not limited to:\n\n● Oversee daily operations related to case management, logistics, and correspondence for appeals.\n● Ensure the development and implementation of standardized operating procedures(SOPs) for case handling, ensuring consistency, quality, and compliance.\n● Supervise the team responsible for processing appeals, ensuring appropriate workflows are followed and key performance indicators (KPIs) are met.\n● Manage, mentor, and develop staff involved in case management and operations to ensure optimal performance and professional growth.\n● Foster a collaborative and high-performing work environment by providing regular feedback, training opportunities, and support.\n● Identify and lead process improvement initiatives to streamline appeals operations, reduce processing times, and improve accuracy and service delivery.\n● Work with the Director of Appeals to evaluate and implement new technologies or tools that could enhance case management and operational efficiency.\n● Serve as a key point of contact for internal and external stakeholders, including other state agencies, vendors, and contractors involved in appeals processing.\n● Facilitate clear, effective communication between departments to ensure smooth coordination and to address any operational issues.\n● Assist in developing reports for internal and external stakeholders, tracking key metrics related to the appeals process, and ensuring compliance with relevant policies and state regulations.\n

MINIMUM QUALIFICATIONS

\nEducation:\n● A bachelor's degree from an\naccredited college or university.\n\nExperience: \n● Five years of professional\nexperience in administrative operations, program management, legal operations,\nor a related field, including at least two years of supervisory or team\nleadership experience. \n● Strong verbal and written\ncommunication skills, with the ability to communicate complex information\nclearly.\n\n\n\n\n\n\n\n

DESIRED OR PREFERRED QUALIFICATIONS

\n●\nLegal\nexperience involving civil, criminal or administrative proceedings is\npreferred, including familiarity with administrative law principles like due\nprocess, notice requirements, record development, and public-facing\nadjudicatory processes.\n●\nExperience\nin paid leave, UI, workers compensation, or any other benefits administration\nprogram is preferred. \n●\nExperience\nworking in or collaborating with policy, customer service, or IT staff to\nresolve operational issues. \n\n●\nExperience\nworking in a high-volume, deadline-driven environment involving sensitive or\nconfidential information.\n● Experience standing up new government programs is preferred. \n● Demonstrates ability to translate legal or technical language into clear, plain-language.\n

SPECIAL REQUIREMENTS

\nAll candidates are subject to a background check against files maintained by the Division of Unemployment Insurance (Labor/DUI) to determine whether any monies are owed to Labor/DUI as a result of unemployment insurance overpayment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment.\n\n

SELECTION PROCESS

\n\nAll\ninformation concerning the qualifications, including any required documentation\n(diploma, transcript, certificate, etc.) must be submitted and received by the\nclosing date. Information submitted after this date will not be considered.\nApplications that meet minimum and/or selective qualifications will be referred\nto the hiring unit for interview selection. Units will select those candidates\nmost closely demonstrating the qualifications for the interview. \n\n\nResumes are acceptable as additional information only; however, the application must be completed in its entirety, or it will be subject to rejection.\n\n\n

EXAMINATION PROCESS

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.\nThe examination for this recruitment will be an evaluation and rating of the information provided on your application. Therefore, it is essential that the application is filled out completely and accurately, listing all relevant education and experience, addressing the specific qualifications shown above and submitting any required documentation (diploma, transcript, certification, license, etc.). Please include clear, detailed and specific information on your application regarding experience qualifications related to the minimum qualifications, desired, and/or selective qualifications of the position.\n*Please note that your answers on the supplemental questionnaire must correspond to the information provided on your application to receive credit.\n\n

BENEFITS

This is a full-time, permanent position and eligible for full State benefits, which include:\n● Flexible hours and hybrid teleworking \n● Paid holidays 12-13 per year \n● Generous paid leave package (annual, sick, personal and compensatory leave) \n● State Pension ('defined benefit' plan) \n● Tax-deferred supplemental retirement savings plans (401(k) and 457) \n● Comprehensive, subsidized health, dental and prescription plans with little to no deductibles, free generic prescriptions, and free preventative health services \n● Flexible Spending Account plans for Health Care and Daycare \n● State Employees Credit Union To learn more, please click this link\n\n\n\nTo learn more, please click this link: STATE OF MARYLAND BENEFITS\n\n