City and County of San Francisco

Citizens Complaint Officer (#2975)

$34.76-$42.25 Hourly / $6,026.00-$7,323.00 Monthly / $72,306.00-$87,880.00 Yearly


Under general direction, processes a wide variety of housing-related complaints and inquiries initiated by citizens; serves as a staff member at the San Francisco Rent Arbitration Board resolving disputes between tenants and property owners; prepares, reviews and maintains records, correspondence, reports and data, and performs related duties as assigned.

Distinguishing Features

This position is specific to the Rent Arbitration Board because of the nature of the work which is to process a wide variety of housing-related complaints and inquiries initiated by citizens concerning housing and rent control problems.

Supervision Exercised

SUPERVISION EXERCISED: This class does not supervise other professional employees, but may
supervise and coordinate the work of clerical/technical personnel.

Examples of Important and Essential Duties

According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job code/class and are not intended to be an inclusive list.

1. Receives a wide variety of citizen complaints and inquiries by phone, mail and in person; conducts indepth interviews with complainants when appropriate to ascertain the nature of the problem and thesequence of factual events; analyzes, evaluates and recommends solutions to the complainant includingmaking appropriate referrals; performs mathematical computations to review completeness andcorrectness of landlord and/or tenant petitions; explains possible steps and procedures to resolve theproblem; when necessary, conducts research on difficult complaints by means of correspondence andphone; handles those complaints that have no merit with diplomacy and compassion.

2. Maintains liaison with public and private agencies, organizations and groups; coordinates investigations concerning mutual problems with other public agencies; performs staff and administrative services for the department.

3. Works with governmental agencies, community groups and business organizations to exchange information and to establish lines of communication; implements cooperative procedures to resolve citizen complaints with affected agencies or organizations; may call ahead to another agency for the complainant in order to expedite the resolution of a specific problem; explains policies, procedures, laws and codes, changes in law and/or programs to complainants, community groups, and other interested organizations.

4. As assigned, processes a variety of complaints initiated by citizens for the Rent Arbitration Board; attempts to resolve complex disputes between tenants and property owners concerning housing and rent control problems.

5. Confers with co-workers in order to evaluate particular complaints as well as analyze various classes of complaints; determines the most effective method of resolving problems and recommends and implements the method; discusses with the department head and others departmental policies and procedures regarding citizen complaints.

6. Prepares, reviews, and maintains records, correspondence, reports, and data; maintains a current record of all complaints with their disposition; prepares a weekly report to the director and a monthly report to the commission on activities performed; prepares special reports and presentations as assigned.

Knowledge, Skills and Abilities

Requires good knowledge of: City, State and Federal agency organizations and procedures relating to housing issues, including local rent ordinances; principles and techniques required to elicit information during interviews; methods and procedures of problem solving.

Requires some general knowledge of the codes, statutes and laws affecting activities of the department.

Requires ability to empathize with a wide variety of complainants; utilize diplomacy and tact in dealing with representatives of various public agencies, private organizations and the community.
Requires skill in: speaking and writing effectively; dealing with people of the various ethnic and social economic backgrounds.

Experience and Training

These minimum qualifications are to be used as a guide for establishing the education, training, experience, special skills and/or license(s) which are required for employment in the classification. Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement.

1. Possession of a baccalaureate degree from an accredited college or university; AND

2.Two (2) years of experience resolving citizen complaints involving community-based organizations, government agencies and/ or social services. Resolution or investigation includes knowledge of pertinent laws, statutes, and ordinances related to the area of compliance.

Substitution: Additional experience as described above may be substituted for the required degree on a year-for-year basis, up to a maximum of two (2) years. Thirty (30) semester units or forty-five (45) quarter units equal one (1) year.

License or Certificate



Amended: 5-23-11

Disaster Service Workers

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

CLASS: 2975; EST: 7/24/1972; REV: 5/23/2011;