City and County of San Francisco

Under direction, supervises the activities of clerical staff engaged in the collection and processing of payments for parking citations, transit fare evasion citations and other transit-related citations, issuing residential parking permits, sales for transit or parking related products, and administrative review of protests of citations; and performs highly responsible and difficult clerical work requiring extensive knowledge of Citation/RPP/Customer Service Division functions.

This is the supervisory level in the Permit and Citation Clerk series.  It is distinguished from the Senior Permit and Citation Clerk in that the latter performs less complex work and provides lead direction, but does not supervise staff. It is distinguished from the 1408 Principal Clerk primarily by its responsibility for receiving, accounting for, and balancing a large amount cash, checks, and credit card payments on a daily basis.

Supervises subordinate clerical staff.

According to Civil Service Commission Rule 409, 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. Supervises various units including: Residential Parking Permits, Citations/Customer Service, Administrative Review, Mail Unit, Phone Unit and sales of Clipper cards and other SFMTA fare media to ensure that all activities are completed in compliance with the applicable laws, codes, policies and procedures.

2. Supervises the collection and processing of payments related to permits and citations; collects payments when necessary; processes checks, including large batches, credit card or debit card payments according to department procedure; issues receipts for payments received; prepares related reconciliation reports.

3. Supervises the interpretation and explanation of existing laws, regulations and policies; interprets and explains existing state and local laws, regulations and administrative policies governing the activities of the Citations/RPP/Customer Service Division to the general public and other City personnel.

4. Researches and reviews customer citation problems, provides detailed analysis of difficult and complex customer citation problems, determines appropriate action(s), and clearly explains options to the customer.  Determines eligibility for community service program and other applicable programs; provides information and necessary forms to eligible customers; processes contracts for community service program and other applicable programs; determines appropriate course of action regarding failed contracts.

5. Disseminates information and responds to routine and non-routine inquiries by communicating effectively, in written and oral form, with the public; responds to a variety of complex inquiries via telephone, email and in-person, and when appropriate, routes to appropriate department(s) or individual(s); resolves the most complex customer issues; schedules customers for Administrative Hearings; presents and provides recommendations for unresolved issues to management.

6. Supervises the process of updating and maintaining files.  Reviews and checks customer account history and documents for completeness, accuracy and eligibility.  Performs data entry to update customer account history in computer database; enters appropriate notations in customer file.

7. Supervises the process of filing, maintaining, retrieving and retaining documents and records; files, maintains, and retrieves electronic and paper documents and correspondence; ensures compliance with record retention guidelines.

8. Provides supervision, training, and discipline to staff as needed.  Determines appropriate staffing throughout the day, assigns work to staff, rotates staff as appropriate.  Reviews work of staff; prepares staff performance evaluations.  Motivates staff.

9. Monitors the overall operation of the unit; reviews with management, areas that need modification; provides recommendations for process improvement; and implements recommendations for process improvement.

10. Prepares, reviews and edits written correspondence, including letters, memos, policy bulletins, emails, etc., for internal and external customers as required.  Performs analyses and generates reports for use by management and other staff.

11. Performs related duties and responsibilities as assigned.

Knowledge of: cash handling procedures, counterfeit identification and payment processing procedures; state and local laws, regulations and departmental policies and procedures related to the processing of Residential Parking Permits and Citations and MTA Fare Media.

Ability to: perform math computations quickly and accurately to process payments and provide accurate change; resolve the most complex job-related issues; identify and research issues and provide viable options; communicate orally in a clear, concise, and effective manner with internal and external customers in person and by telephone and email; prepare letters, reports, memos, emails, and other correspondence in a clear, concise and effective manner; read and comprehend written material; interact effectively with a diverse population and staff;  use various approaches to develop and maintain friendly and cooperative relationships with internal and external customers; take direction, delegate work, work cooperatively, and deal with hostile and angry customers; supervise, train, evaluate and discipline assigned staff; identify training needs of staff and provide necessary training; determine appropriate staffing levels, monitor staff performance, review the work of others, and provide feedback on performance; perform advanced computer operations, including word processing and complex spreadsheet operations; receive, generate, and send electronic mail and files; and perform heavy data entry.

Experience: Three (3) years of fulltime verifiable difficult and responsible clerical experience, equivalent to that of a 9506 Senior Permit and Citation Clerk, responding to complex questions and inquiries/complaints from the public, resolving day-to-day problems encountered by other staff, and preparing letters, memos, and reports.  Eighteen (18) months of the above experience (within the last five (5) years) must have included handling cash and receiving large batches of money, processing checks, and credit/debit card payments, applying payments to appropriate customer accounts and reconciling daily collections.

Nature of work requires frequent keyboarding, standing and/or sitting for long periods of time, multitasking at a counter, getting up and down, using a variety of equipment; long periods of talking with customers in person or on the phone; and bending, twisting and turning.

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.