9508 Principal Permit and Citation Clerk

Recruitment #CBT-9508-M00258



CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be vaccinated against COVID-19 as a condition of employment.  For details on how it is applicable to your employment, please click here.

The following information describes the civil service classification for which applications are being solicited.

Make sure you read the entire announcement before completing the application form.

The purpose of this examination announcement is to establish an eligible list for this classification.


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.

Essential functions include:

  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.

Nature of work
Requires frequent keyboarding, standing and/or sitting for long periods of time, multi-tasking 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.



Minimum Qualifications

  1. 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.

Make sure your application and any attachments to the application submitted at the time of filing are complete and accurate and include details on all experience, education, training and other information that qualifies you for this recruitment. Failure to submit a complete and accurate application at the time of filing may result in your ineligibility for this recruitment or inability to receive full credit for scoring purposes. Any new information concerning work experience, education, training and other information that is submitted after the filing deadline may not be used for scoring or considered to determine whether you meet the minimum qualifications. Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

How To Apply

City and County of San Francisco employment applications for this position will be accepted through an online process only. Mailed, hand delivered, or faxed applications will not be accepted. Visit www.jobapscloud.com/sf to begin the application process.

  • Click and select 9508 Principal Permit and Citation Clerk (CBT-9508-M00258)
  • Click “Apply” and read and acknowledge the information
  • Click on either “I am a New User” if you have not previously registered, or “I have Registered Previously”
  • Follow instructions on the screen

In order to comply with social distancing guidelines, staff is working remotely at this time. We highly recommend applications be completed early.  If you are having difficulty submitting your application online, please contact us at 415-646-2464 between 8:30 a.m. – 12:00 p.m. and 1:00 p.m. - 4:30 p.m. Monday through Friday or by e-mail at Matthew.Hurd@sfmta.com.

Applicants may be contacted by email. 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).

Upon successful submittal of the application online, the applicant will receive a notification on the screen, as well as in the applicant’s email inbox, acknowledging the receipt of the application.

    Applicants may be required to submit verification of qualifying experience, education, and driver license at any point in the application, examination and/or departmental selection process. Written verification (proof) of qualifying experience must verify that the applicant meets the minimum qualifications stated on the examination announcement. Written verification must be submitted on employer’s official letterhead, specifying dates of employment, types of employment (part-time/full-time), job title(s), description of duties performed, and the verification must be signed by the employer. City employees will receive credit for the duties of the class to which they are appointed. Credit for experience obtained outside of the employee’s class will be allowed only if recorded in accordance with the provisions of the Civil Service Commission Rules. Experience claimed in self-employment must be supported by documents verifying income, earnings, business license and experience comparable to the minimum qualifications of the position. Copies of income tax papers or other documents listing occupations and total earnings must be submitted. 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/how-verify-education-requirements.

    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.

    Selection Plan

    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.

    Written Multiple-Choice Examination (Weight: 100%)
    Candidates deemed eligible and admitted to the examination process will be administered a written multiple-choice test designed to measure knowledge, skills and abilities in job-related areas that may include but not be limited to: knowledge of cash handling methods; mathematic ability; problem-solving ability; and interpersonal ability.

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

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

    The certification rule used for the eligible list resulting from this selection process will be the Rule of Three (3) Scores. The hiring department may conduct additional selection processes to make final hiring decisions.

    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 Director of Transportation or the Civil Service Commission.

    The duration of the eligible list resulting from this examination will be twenty-four (24) months and may be extended with the approval of the Director of Transportation.

    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 finalist. 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 applying 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 applying 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.


    Reasonable Accommodation Request
    Information on requesting reasonable accommodation for persons with disabilities can be found at: http://www.sfdhr.org/index.aspx?page=20#applicantswithdisabilities

    Veteran’s Preference
    Information regarding requests for veteran’s preference can be found at: http://sfdhr.org/information-about-hiring-process#veteranspreference

    Seniority Credit in Promotional Exams

    General Information concerning San Francisco Municipal Transportation Agency Employment Policies and Procedures
    Important employment information for the San Francisco Municipal Transportation Agency can be obtained online at http://www.sfdhr.org/index.aspx?page=20

    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.jobapscloud.com/sf.] The terms of this announcement may be appealed under Civil Service Rule 410.4. Such appeals must be submitted in writing to the San Francisco Municipal Transportation Agency ATTN: Human Resources Merit Section, 1 S Van Ness Avenue, 6th 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/

    Copies of Application Documents
    Applicants are encouraged to keep copies of all documents submitted. Submitted documents become a permanent part of the exam records and will not be returned. The hiring department may require applicants to submit the same documents and/or additional documents at a later date.

    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.

    Employee Wellness Program
    The SFMTA strives to be your employer of choice by providing an environment that supports your personal health & wellbeing with physical, nutritional, mental/emotional and financial resources. Since 2010 the SFMTA has been providing worksite wellness activities, as well as providing recognition opportunities to those individuals who successfully achieve personal milestones in wellness. For more details on the Wellness Program, please visit Employee Wellness Program Description page https://www.sfmta.com/reports/employee-wellness-program


    Exam Type: Combined Promotive and Entrance
    Issued: July 19, 2021
    Jeffrey Tumlin
    Director of Transportation
    San Francisco Municipal Transportation Agency
    Recruitment ID Number: M00258


    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.


    Powered by JobAps