Department of Human Resources

0941 Manager VI, Customer Services Bureau Director

PBT-0941-112091

Supplemental Questionnaire

All applicants are required to complete the Supplemental Questionnaire as part of the online application process. Responses cannot be changed or edited after submission. Insufficient or non-responsive answers to the Supplemental Questionnaire may result in ineligibility, disqualification, or lower scores.  

Responses to items on the Supplemental Questionnaire must be supported by the information provided on the application in order to receive appropriate credit. Please provide a response to each question below to the best of your ability.  Please provide all information requested even if the information may appear redundant. Do not write, "See application" or “See resume.”  

All experience and education referenced in this questionnaire MUST also appear in the work history and/or education sections of your application. The information provided must be consistent with the information on your application and is subject to verification. 

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

It is suggested that you:

• Allow ample time to submit your application and Supplemental Questionnaire responses before the filing deadline
• Ensure that your responses are sufficiently detailed to assist in evaluating your knowledge, skills, and abilities
• Make note of any error messages and contact the analyst before the filing deadline, if you experience technical difficulties.

There are two sections to the Supplemental Questionnaire. Section 1 is designed to assess your qualifications to determine whether you meet the minimum qualifications for this position. Section 2 is designed to assess your knowledge, skills, and abilities in job related areas identified as critical for performance in this position. Section 2 will be scored and may account for 60% of your final score on the eligible list score report.  

SECTION 1

INSTRUCTIONS: The purpose of the Minimum Qualification Supplemental Questionnaire is to assess whether the applicant meets the minimum qualifications for the classification. The minimum qualifications have been identified as critical for satisfactory performance in this classification. The information provided must be consistent with the information on your application and is subject to verification. The responses on the Supplemental Questionnaire are mandatory for participation in this recruitment process.

Please select the statement that best matches the highest level of education you have completed. Do not count credits or courses that are currently in progress.  

Note:  All education must also be indicated in the Education section of the application in order to be considered. 

How many years of managerial experience (including supervisory) in customer service, billing, or collections in a utility, bank, or treasurer/tax collector agency do you possess?

One year full-time employment is equivalent to 2,000 hours (2,000 hours of qualifying work experience is based on a 40-hour work week).

Note:  All experience must also be indicated in the Employment Record section of the application in order to be considered.

How did you hear about this position? (Please select up to 3 choices)

If you chose "Others", please specify below.

SECTION 2

SUPPLEMENTAL QUESTIONNAIRE EXAMINATION

0941 Manager VI, Customer Services Bureau Director (PBT-0941-112091)

SF PUBLIC UTILITIES COMMISSION 

PLEASE READ THE FOLLOWING EXAM INSTRUCTIONS CAREFULLY AS IT CONTAINS INFORMATION THAT MAY AFFECT YOUR SCORE AND RANK ON THE ELIGIBLE LIST SCORE REPORT

All applicants are required to complete the following Supplemental Questionnaire Examination as part of the selection procedures. The Supplemental Questionnaire Examination must be submitted with your application by the final filing date. This examination does not substitute for the online application. 

The purpose of this examination is to assess your knowledge, skills, and abilities in job related areas identified as critical for performance in this position. The quality of your responses may account for 60% of the total weight of your final score on the eligible list.

A passing score must be achieved on the examination in order to continue in the recruitment process. Successful candidates will be placed on the eligible list score report in rank order according to their final combined score.

Please note: All relevant experience, education and/or training must be included in the spaces provided in order to be reviewed in the rating process. Panel members involved in the rating process will NOT have access to your application and resume, so it is important that you are thorough and complete. Your written communication skills will also be evaluated based on your responses.

It is suggested that you:

• Allow ample time to submit your application and Supplemental Questionnaire Examination responses before the filing deadline. 
• Review the questions first, prepare and save your responses in a word processing document, and then paste them into the online Supplemental Questionnaire Examination.  
• Be as concise as possible in your responses.
• Ensure that your responses are sufficiently detailed enough to showcase your knowledge, skills, and abilities.
• Provide your best or highest examples of your experience. If a question does not relate to you, provide the most closely related answer possible.
• Do not write "see application" or "see resume" as a response.

The responses that you provide to this questionnaire must be consistent with the information on your application and are subject to verification.

Once you click on the submit button, your application and Supplemental Questionnaire are subject for review. Responses cannot be changed or edited after submission. Please keep a copy of the Supplemental Questionnaire Examination for your own records.

Please describe a time when you led the development of a strategic or business planning process for an organization.

• How did you approach the effort?
• What were some of the challenges and how did you address them?
• Was the effort successful, why or why not?
• What did you learn?
• Please also specify the size and nature of the organization and your role in the process.

Please describe a high-profile change management or innovation initiative that you led. In your response, please include identification of the key objectives and your strategies for achieving them. How did you articulate vision and motivate the team? Was the effort successful, why or why not? Please also specify the size and nature of the organization and your role in the process.

Please describe your experience directly managing professional staff (including number supervised) as well as your experience managing large, cross functional teams (including size of team).  What methods/strategies did you use to manage your staff and the cross functional teams? How did these methods/strategies increase performance and efficiency?