0922 Manager I, Permit Center

Recruitment #PBT-0922-108088

Introduction

This announcement is reissued for informational purposes only May 10, 2021 - May 12, 2021 to amend and provide information on the selection procedure.  Applications were only accepted April 7, 2021 - April 30, 2021.  No new applications will be accepted.

This is a Position Based Test conducted in accordance with Civil Service Rule 111A.

The City and County of San Francisco opened a new one-stop Permit Center located in the City’s newest office buildings located at 49 South Van Ness Avenue. The City’s new 39,000 sq. ft. Permit Center co-located construction, business, and special events permitting staff from different locations across the city into one centralized location and serves as the City’s primary public facing permitting location. The Permit Center will include permitting staff from numerous departments including, Department of Building Inspection, Fire Department, Planning Department, Department of Public Works, and other departments.

The Permit Center Manager will staff and run the City’s Permit Center daily on site customer service operations. This management position is expected to perform their responsibilities on site interacting with multiple agencies and the general public. This position will collaborate and facilitate City-wide initiatives for improving public facing permitting functions with key stakeholders involving more than 18 separate departments and divisions. This role serves as a subject matter expert in training strategies, continuous process improvements, and outreach to internal and external audiences relating to running a customer service oriented Permit Center.

Essential duties of this on site management position include but are not limited to:

• Lead and scale customer centric support team by developing practices that meet the vision and strategic mission of the Permit Center;

• Partner with permitting leaders to develop a customer centric in person strategy that compliments department infrastructures and works cross functionally in CCSF;

• Partner with permitting leaders to develop friendly, efficient and streamline escalation paths for customers;

• Develop and maintain a team of experienced customer service professionals;

• Ensure team meets and exceeds customer service expectations by using data and industry tools to determine performance levels;

• Evolve the customer support infrastructure to ensure team operations scale in a cost effective and efficient manner, including process improvements and technology integrations;

• Manage the queue management technology and work with departments to continually refine and evolve the system;

• Build processes to deliver feedback to customer service staff, permitting departments and permitting stakeholders;

• Manage payment kiosks and customer services related to payment in the Permit Center;

• Adapt customer service operations to accommodate health & safety protocols

Minimum Qualifications

  1. Possession of a baccalaureate degree from an accredited college or university; AND
  2. Five (5) years of professional experience in a face-to-face complex customer service environment supporting at least five (5) distinct business domains or business lines, or government departments, divisions or agencies. This experience must encompass using a variety of tools including: email, helpdesk or service desk software, phone calls and/or call center, queue management systems (e.g., Qmatic or Qless), and electronic appointment systems.  

Substitution: Additional qualifying experience may be substituted for up to 2 years of the required education. One year (2,000 hours) of additional qualifying experience will be considered equivalent to 30 semester units/45 quarter units.

Notes: 

  1. One year of full-time employment is equivalent to 2,000 hours (2,000 hours of qualifying work experience is based on a 40-hour work week). Any overtime hours that you work above forty (40) hours per week are not included in the calculation to determine full-time employment.
  2. Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.

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.

  • Five (5) years hands on experience managing staff in a customer helpdesk management tool such as Verint, Zendesk, Freshdesk, ServiceNow, etc.
  • Two (2) years of experience managing staff in a queue management system such as Qmatic or Qless.
  • Five (5) years of experience supervising a minimum of 10 or more staff.
  • Three (3) years of experience overseeing external facing customer content on a website supporting at least 200,000 users
  • Experience in customer relationship management (CRM) software and web content management solutions 
  • Ability to manage large, high-profile projects involving many stakeholders
  • Analyzing and reporting on program operations and development
  • Excellent consulting, collaboration, organizational, and change management skills.
  • Ability to stay calm under pressure and quickly manage customer escalations

How To Apply

Applications for City and County of San Francisco jobs are being accepted through an online process. Visit www.jobaps.com/sf to begin the application process by registering an account.

  • Click and select the 0922 Manager I, Permit Center
  • Click on “Apply” and read and acknowledge the information
  • Click on “I am a New User”
  • Follow instructions given on the screen

In line with the Official Public Health Order to slow the spread of COVID-19, “shelter-in-place” has been issued for all San Francisco residents that is expected to be in effect until further notice. As a result, Department of Human Resources (DHR)’s office (located at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA 94103) is currently closed to the general public. If you have any questions, please feel free to email the Human Resources Analyst listed on this announcement.

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).

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, Angie Ignao, at (415) 554-6107, or via email to: angie.ignao@sfdpw.org.

Verification: Applicants may be required to submit verification of the qualifying experience and education, at any point in the application, examination or departmental selection process. Resumes will not be accepted in lieu of verification of qualifying experience and education. When requested, applicants who possess a degree that is from a foreign and/or non-accredited college or university may be required to provide an equivalency certification of the degree. Failure to submit the required verification, when requested, may result in disqualification or ineligibility for employment. 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.

Selection Procedures

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.

Supervisory Test Battery: (Weight: 40%)
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.

Written Multiple-Choice Exam: (Weight: 60%)
Candidates achieving a passing score on the Supervisory Test Battery will be invited to participate in a written multiple-choice examination. The written multiple-choice examination is designed to measure knowledge, skills and/or abilities in job-related areas which may include, but is not limited to the following: knowledge of customer service principles, practices, etc.; management ability; supervisory ability; organizational ability; human relations ability; written communication ability.

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

Candidates must achieve a passing score on the Supervisory Test Battery and Written Multiple-Choice Exam in order to be ranked on the eligible list.

CERTIFICATION RULE:
The certification rule for the ranked eligible lists resulting from this examination will be Rule of List. The department may administer additional position-specific selection procedures to make final hiring decisions.

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 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.

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.

Conclusion

Requests:
Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: http://www.sfdhr.org/index.aspx?page=20#applicantswithdisabilities

Information regarding requests for Veterans Preference can be found at: http://www.sfdhr.org/index.aspx?page=20#veteranspreference  

Seniority Credit in Promotional Exams:  Information regarding seniority credit can be found at: http://www.sfdhr.org/index.aspx?page=20#senioritycredit

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

Exam Type: Combined Promotive and Entrance
Issued: April 7, 2021
Amended: April 16, 2021 to amend the minimum qualifications and extend the filing deadline.
Reissued: May 10, 2021 to amend and provide information on the selection procedure for information purposes only.

Carol Isen, Human Resources Director
Department of Human Resources
Recruitment ID: PBT-0922-108088
CAHR/ADM- AI (415) 554-6107
MCCP ASO2019  

Benefits

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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