2907 Eligibility Worker Supervisor - HSA

Recruitment #CBT-2907-903337


Clerically amended on 3/5/2019 in accordance with Civil Service Rule 110.6 to reflect changes in the Conclusion section

This is a Classification-Based Test conducted in accordance with Civil Service Rule 111.

The City and County of San Francisco Human Services Agency (HSA) is the central resource for public assistance. Its mission is to promote well-being and self-sufficiency among individuals, families and communities in San Francisco. HSA provides a safety net for families and individuals by offering income support, community-based living support, and assistance acquiring food, housing, and health coverage. In addition, HSA offers programs and services that ensure the protection and safety of the elderly, children, and dependent adults. Finally, HSA helps people secure employment through job search assistance, training, and child care assistance.

Position Description:

Under direction, incumbents supervise, assign, review and participate in the work of a unit responsible for the review and determination of initial and continuing client eligibility for a variety of public assistance programs and perform a variety of technical tasks relative to the assigned area of responsibility.


1. Plan, prioritize, assign, supervise and review the work of a unit involved in a public assistance program area responsible for providing for the review and determination of initial and continuing client eligibility for a variety of public assistance programs.  

2. Participate in the selection of unit staff; provide or coordinate staff training; work with employees to correct deficiencies; implement discipline procedures.  

3. Recommend and assist in the implementation of goals and objectives; establish schedules and methods for providing services; implement policies and procedures.  

4. Evaluate operations and activities of assigned responsibilities; recommend improvements and modifications; prepare various reports on operations and activities.  

5. Answer questions and provide information to the public; investigate complaints and recommend corrective action as necessary to resolve complaints.  

6. Review and evaluate staff work in determining financial eligibility for assistance programs; verify eligibility and financial assistance levels according to established policies and procedures; review completed cases with respect to eligibility factors, budget computations, changes in grant and terminations of grant; recommend corrective action when required.  

7. Review and interpret administrative letters, memos and manual revisions with staff; investigate and respond to reports of program misuse.  

8. Explain eligibility programs, qualification standards, policies and procedures to clients; assist clients in completion of applications, forms, and reports when necessary; review and evaluate applications for completeness and accuracy; when necessary prepare client budget to determine eligibility.  

9. Apply legal criteria to determine eligibility; provide recommendations regarding financial eligibility for assistance programs; determine eligibility and grant amount according to established policies and procedures; review and determine re-certification.  

10. Prepare case records related to client eligibility information and financial assistance received; update case records; submit required reports.  

11. Investigate statements and information received from a client through the use of telephone or written verifications.  

12. Investigate and resolve client problems involving non-receipt of benefits.  

13. Compose and prepare correspondence to applicants, references, and State agencies; gather statistical data and prepare reports as required.  

14. Coordinate transfers of clients between counties; inform clients of procedures and necessary reports.  

15. Refer clients in need of casework services to members of social service staff; may provide limited referrals to resources within the community on matters related to income maintenance; refer a client to appropriate agencies according to established procedures.

Minimum Qualifications

Three (3) years (6,000 hours) of experience in a social service agency or other public or private agency making initial and continuing eligibility determinations for customers applying to receive assistance from social welfare programs or community services, such as unemployment or veterans benefits; social security; financial assistance; eligibility for health, counseling or social services; or public housing.

 Applicants must meet the Minimum Qualifications requirements by the filing deadline unless otherwise noted.


Applicants may be required to submit verification of qualifying education and experience at any point in the recruitment and selection process.

Verification of work experience must be on the employer’s letterhead, and must include the applicant’s name, job title, description of job duties, dates of service, and signature of the employer. San Francisco City and County employees do not need to submit verification of their City employment, but must submit verification of outside experience. San Francisco City and County employees will not receive credit for experience obtained outside of their classification unless recorded in accordance with the provisions of the Civil Service Rule 110.9.1.

Information on verification requirements for education can be found here: https://sfdhr.org/how-verify-education-requirements

Falsifying ones education, training, or work experience may result in disqualification of job opportunities with the City and County of San Francisco.


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
  • 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.

    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 analyst, Erica Pagán, by telephone at 415-557-6625, or by email at erica.pagan@sfgov.org



  • Selection Plan


    Selection Procedures

    Minimum Qualifications Supplemental Questionnaire (Weight: Qualifying):

    Applicants will be prompted to complete a Qualifying Supplemental Questionnaire as part of the online application process. All applicants must complete the Supplemental Questionnaire and it must be submitted with the application by the final filing deadline. The information provided on the Supplemental Questionnaire must be consistent with the information on the application and is subject to verification. Responses to the Supplemental Questionnaire are not scored and are used to assist in determining if applicants meet the minimum qualifications for the position.

    Multiple Choice Examination (Weight: 100%):

    Candidates deemed eligible will be invited to participate in the examination process. These candidates will be administered a written multiple-choice test designed to measure knowledge, skills and/or abilities in job-related areas which may include but are not limited to:

    • Ability to promote and maintain professional cooperative working relationships
    • Ability to respond to the needs of clients
    • Knowledge of standard office procedures
    • Ability to use office machines, equipment, and computer systems
    • Knowledge of basic mathematics
    • Written communication ability

    This is a standardized examination and therefore, in accordance with Civil Service Rule 111.11.4, inspection privileges do not apply to the questions and answers of this examination.

    For your reference, a Multiple-Choice Test Preparation Manual is available here: http://www.sfdhr.org/modules/showdocument.aspx?documentid=18426.

    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 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 the civil service examination process is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resource Director or the Civil Service Commission.

    The Duration of the eligible list from this examination process will be 6 months, and may be extended with the approval of the Human Resources Director.


    The certification rule for the eligible list resulting from the examination will be Rule of 3 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 and Appeal Rights

    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.  [Note: The correction of clerical errors in an announcement may be posted on the Department of Human Resources website at www.jobaps.com/sf.] 

    The terms of this announcement may be appealed under Civil Service Rule 110.4.  Such appeals must be submitted in writing to the Department of Human Resources, 1 S Van Ness Avenue, 4th Floor, San Francisco, CA 94103-5413 by close of business on the 5th business day following the issuance date of this examination announcement.  Information concerning other Civil Service Commission Rules involving announcements, applications and examination policies, including applicant appeal rights, can be found on the Civil Service Commission website at http://sfgov.org/civilservice/rules.

    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.

    Seniority Credit in Promotional Exams: http://www.sfdhr.org/index.aspx?page=20#senioritycredit

    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.  http://www.sfdhr.org/index.aspx?page=20#identification

    Clerical Errors: Clerical errors may be corrected by the posting of the correction on the Department of Human Resources website at: http://sfdhr.org/information-about-hiring-process#announcementsdefinitions

    Reasonable Accommodation Request: Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: http://sfdhr.org/information-about-hiring-process#applicantswithdisabilities

    Driver’s License Requirement: Most positions require a valid California driver’s license: http://www.sfdhr.org/index.aspx?page=20#license

    Veteran’s Preference: http://www.sfdhr.org/index.aspx?page=20#veteranspreference

    Exam Type: Combined Promotive and Entrance (CPE)

    Issued: 3/5/2019

    Micki Callahan, Human Resources Director

    Department of Human Resources

    Recruitment ID: CBT-2907-903337

    HSA/EAP/ 415-557-6625



    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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