0923 Manager II - HSA Adult Protective Services Manager

Recruitment #PBT-0923-093288




This is a Position Based Test administered in accordance with Civil Services Rule 111A

The current position is located at the Department of Aging and Adult Services (DAAS), a Division of the San Francisco Human Services Agency in the Adult Protective Services Section. 


The Human Services Agency (HSA) was formed in 2004 with the merger of two previously existing city departments, the Department of Human Services and the Department of Aging and Adult Services. The agency retains two commissions and two department heads. The agency also includes the Office of Early Care and Education. Our mission is to promote well-being and self-sufficiency among individuals, families and communities in San Francisco.

The mission of the San Francisco Department of Aging and Adult Services (DAAS) is to assist older adults and adults with disabilities and their families to maximize self-sufficiency, safety, health and independence, so that they can remain living in the community for as long as possible and maintain the highest quality of life. The Adult Protective Services (APS) program is operated by DAAS and is responsible for providing critical safety net services to vulnerable seniors and adults with disabilities.

The Department of Aging and Adult Services is located within San Francisco’s Human Services Agency. With a staff of approximately 2,400 employees, HSA delivers public assistance, child welfare, and aging and adult services to the citizens of San Francisco. Its mission is to promote well-being and self-sufficiency among individuals, families and communities in San Francisco. HSA provides a safety net for individuals and families by offering income support, community-based living support, and assistance getting food, housing and health coverage. It offers programs and services that ensure the protection and safety of children, the elderly and dependent adults. It helps people secure employment through training, job search, and child care assistance.  

Position Description

The Adult Protective Services program is a state-mandated, 24-hour program that investigates and remediates situations of abuse, neglect, exploitation, and/or self-neglect among seniors and adults with disabilities. San Francisco’s APS program receives over 600 reports of abuse every month, and is responsible for ensuring the safety and welfare of some of the City's most vulnerable residents.

The APS program is currently seeking a Manager to oversee the program’s diverse array of daily functions as well as assist with high level program development to address continually evolving programmatic needs. In collaboration with the APS Program Director, this position will be responsible for ensuring effective day-to-day operations; creating systems to improve efficiency and accountability, and providing supervision and oversight for complex cases involving elder and dependent adult abuse.This position will be responsible for advising, counseling, and guiding staff; analyzing and utilizing data reports; adhering to state mandates and local protocols in order to promote continuous quality improvement and performance improvement is the primary goal for our clients. The incumbent will also work to assist in the development of new programs and performance measures to promote effective client outcomes and accountability. 

The essential functions of this position include:  

1. Provide on-going supervision, coaching, and mentoring to a team of supervisors that oversee the daily casework of Adult Protective Services (APS) workers.

2.  Assist the APS Program Director with program development activities, including the further development of specialized multidisciplinary teams and APS staff to resolve complex and high risk cases of self-neglect, and of financial abuse and exploitation.  

3. Develop methods to track client-level outcomes of complex cases and prepare reports as needed.

4. Collaborate with City departments and agencies to assist social workers to prevent evictions and unnecessary hospitalizations; and promote client stability and welfare.

5. Facilitate meetings involving multi-disciplinary partners and community-based stakeholders.

6. Conduct regular Quality Assurance and improvement activities in order to promote effective casework practices.

7. Work collaboratively with the APS Leadership Team to develop efficient and effective daily operations that promote teamwork, accountability, and high quality services. Ensure effective operations with the APS 24-Hour Response and the After-Hours program.

8. Implement, update, and maintain the current internal policies and procedures, and advise the APS Program Director on needed revisions and challenges.

9. Review regular compliance and performance reports; and develop methods for improving staff performance.

10. Conduct public speaking events with the goal of conducting outreach to community partners and stakeholders.

11. Coordinate with academic institutions to ensure the effectiveness of the APS internship program.

12. Coordinate a staff training program in collaboration with the APS Leadership Team.      

Minimum Qualifications

1. Education

Possession of a Master’s in Social Work, Counseling, or a related field is a requirement for all applicants to this position; 


2. Experience

Three (3) years of verifiable progressively responsible professional experience in the field serving older adults and adults with disabilities, in a large social services setting or related community based organization. 

Desirable Qualifications

The stated desirable qualifications may be used to identify job finalists at the end of the selection process when candidates are referred for hiring:

  • Licensed Clinical Social Work or Licensed Marriage and Family Therapist.
  • Experience in a supervisory or management capacity in a county or state Adult Protective Services Program.
  • The ideal candidate will have experience working with vulnerable elders and adults that have been the victims of abuse, neglect, and/or self-neglect.

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at http://sfdhr.org/index.aspx?page=456

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

Applicants must meet the minimum qualifications requirements by the final filing date unless otherwise noted.

How To Apply

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit www.jobaps.com/sf to register an account (if you have not already done so) and begin the application process.

  • Select the desired job announcement  PBT-0923-093288
  • Select “Apply” and read and acknowledge the information
  • Select either “I am a New User” if you have not previously registered, or “I have Registered Previously”
  • Follow instructions on the screen

Computers are available for the public (from 8:00 a.m. to 5:00 p.m. Monday through Friday) to file online applications in the lobby of the Dept. of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco.

Applicants may be contacted by email about this announcement and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date.  Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter.  To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org).

Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file.  Applicants should retain this confirmation email for their records.  Failure to receive this email means that the online application was not submitted or received.

All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline.  Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.

Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Dorys Lorio, by telephone at 415-557-5733, or by email at Dorys.Lorio@sfgov.org.


Selection Plan

Supervisory Test Battery: (Weight: 70%)

Supplemental Questionnaire Evaluation: (Weight: 30%)

Selection Procedures

Supervisory Test Battery: (Weight: 70%)

Candidates will be invited to participate in a computer-based examination designed to measure competencies in job-related areas which may include but not be limited to: Problem Solving; Leadership; Decision Making; Interpersonal skill; Human Resources Management; Team Building; Communication & Conflict Management. For more information about this Supervisory Test (and a suggested reading list) please visit: http://www.sfdhr.org/index.aspx?page=325

A passing score must be achieved on the Supervisory Test Battery in order to continue in the selection process.

This is a standardized examination, and, therefore, test questions and answers are not available for public inspection or review.

Scores attained on the Supervisory Test Battery will be valid and 'banked' for three years, starting from the date of the examination. This means that, during this three-year time period, you will not be required to take the Supervisory Test Battery. The Supervisory Test Battery may be used for many other classes; therefore your test score may be applied to one or more of these classes if you choose to apply to future recruitments. If the selection process for the future announcement is held within one year of the date of this examination and it includes the Supervisory Test Battery, your score will be automatically applied to that announcement, However, after one year, you have the option to either (a) apply your test score to the other announcement or (b) re-take the Supervisory Test Battery. Re-testing is permitted no sooner than one year from the date of the examination and only in association with your eligibility for another announcement for which the Supervisory Test Battery is used. Please note that, should you re-test, your re-test score would become your official score since it is the most recent.

Supplemental Questionnaire Evaluation: (Weight: 30%)

Applicants will be prompted to complete the Supplemental Questionnaire as part of the online employment application. The purpose of the Supplemental Questionnaire is to collect information regarding the applicants' education and/or experience as it relates to the minimum qualifications. All applicants must complete the Supplemental Questionnaire Evaluation in order to continue in the selection process. All applicants’ responses to the Supplemental Questionnaire are subject to verification. Only those applicants who pass the Supervisory Test Battery will receive a score on the Supplemental Questionnaire Evaluation. 

Note: A passing score must be achieved on all examination components in order to be placed/ranked on the resulting Score Report. Candidates will be placed on the Score Report in rank order according to their final score.  

Minimum Qualification Supplemental Questionnaire (Weight: Qualifying): Candidates will be prompted to complete a Supplemental Questionnaire as part of the online employment application. This Minimum Qualification Supplemental Questionnaire is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications for this position. Applicants must also complete the official application. It is essential that applicants provide complete information in identifying their education, experience and training. The Minimum Qualification Supplemental Questionnaire will be used to evaluate if the applicant possesses the required minimum qualifications.


Eligible List/Score Report:
A confidential eligible list of applicant names that have passed the civil service examination process will be created, and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.

The duration of the eligible list resulting from this examination process will be six (6) months, and may be extended with the approval of the Human Resources Director.

Upon approval of the Human Resource Director (see Civil Service Rule 111A.26.5), the eligible list/score report resulting from this announcement may be used by other departments that also use this classification or a similar classification. To find other Departments which use this classification, please see https://sfdhr.org/sites/default/files/documents/ASO-Level-Chart.pdf?documentID=21246.

The certification rule for the eligible list resulting from this examination will be Rule of the List Scores.  Additional selection processes may be conducted by the hiring department prior to making final hiring decisions.

Conviction History

As a selected candidate for a job, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you are a selected candidate. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances, such as:

  • Candidates for positions with the Unified School District and the Community College District may be disqualified from consideration should their conviction history not meet the standards established under the California Education Code.
  • Candidates for positions with the Recreation and Park Department may be disqualified from consideration should their conviction history not meet the standards established under California Public Resources Code 5164.

Having a conviction history does not automatically preclude you from a job with the City.

If you are a selected candidate, the hiring department will contact you to schedule a fingerprinting appointment.

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.


Terms of Announcement: Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations.  Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at www.jobaps.com/sf. The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis’ for establishing the position description, the minimum qualifications and/or the certification rule.  Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director.  Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.

General Information concerning City and County of San Francisco Employment Policies and Procedures:
Important Employment Information for the City and County of San Francisco can be obtained at http://sfdhr.org/information-about-hiring-process or hard copy at 1 South Van Ness Avenue, 4th Floor.

Copies of Application Documents:
Applicants should keep copies of all documents submitted, as these will not be returned.

Right to Work:
All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States.


Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: 

Information regarding requests for Veterans Preference can be found at: 

Seniority Credit in Promotional Exams: 
Information regarding seniority credit can be found at:



Exam Type: CPE
Issued:  March 5, 2019
Micki Callahan, Human Resources Director
Department of Human Resources
Recruitment ID Number: PBT-0923-093288


HSA/DL/ 415-557-5733 




All employees hired on or after January 10, 2009 will be required (pursuant to San Francisco Charter Section A8.432) to contribute 2% of pre-tax compensation to fund retiree healthcare. In addition, most employees are required to make a member contribution towards retirement, ranging from 7.5%-13.25% of compensation. For more information on these provisions, please contact the personnel office of the hiring agency.

For more information about benefits, please click here.


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