Maryland Comptroller's Office Faces Staffing Shortages Amid Increased Call Volume

In Annapolis, Maryland, the Comptroller's Office is grappling with a significant staffing shortage that is impacting its ability to respond to taxpayer inquiries. This issue arises as the agency prepares for the most substantial overhaul of Maryland's tax system in over 30 years, coinciding with a notable increase in call volume.

Data from the Maryland Office of the Taxpayer Advocate reveals a decline in the number of call-agent positions, which dropped from approximately 75 in 2022 to just 57 by January 2026. During the same timeframe, the volume of incoming calls surged from around 1.1 million to nearly 2.5 million. However, the Comptroller's Office has noted that changes in their phone system have influenced how these calls are recorded.

Gerard Willie, a Maryland resident, shared his difficulties in reaching the office while attempting to resolve a refund issue related to his 2021 tax return. After submitting the required documentation in 2023, he found himself waiting for a response. It was only after he contacted Senator J.B. Jennings that he finally received his refund, six years later.

Senator Jennings expressed frustration over the situation, stating that many constituents have reached out to his office with similar concerns about the lack of communication from the Comptroller's Office. He emphasized that prolonged wait times can erode public trust in government services.

Comptroller Brooke Lierman acknowledged the challenges, noting that callers are met with an automated message when the call queue exceeds 100 people. She attributed the staffing issues to changes in state human resources policies, which have limited the agency's ability to hire temporary staff during peak tax seasons.

Despite these challenges, the Comptroller's Office manages to process over 3.2 million individual tax returns each year, with an average turnaround time of about three days. Lierman mentioned that the Maryland General Assembly has approved funding for 25 new positions in the upcoming fiscal year, starting July 1, which should help alleviate some of the staffing issues.

Additionally, the state has allocated $2.9 million for approximately 30 contracted call-center agents to assist with the launch of Maryland Tax Connect, a new online tax portal set to debut for individual taxpayers on September 1. This modernization aims to enhance self-service options for taxpayers, reducing the necessity for direct calls.

For immediate assistance, the Comptroller's Office encourages taxpayers to utilize the myCOMconnect portal to submit documents and communicate with staff directly. Those with unresolved issues may also seek help through the Office of the Taxpayer Advocate.

Reported by HarborBeat based on WMAR-2 News (source).