0923 Manager II - Benefits and Resource Hub Manager

Recruitment #PBT-0923-099728


This announcement has been amended and extended to reflect changes with the Minimum Qualifications.  Applicants who already applied under Recruitment PBT-0923-099728 during the filing period November 19, 2019 need not reapply and will be included in the applicant pool.

This announcement has been extended through 12/20/2019. Applicants who already applied need not reapply and will be included in the applicant pool.  

11/20/19: Extended application deadline to December 6, 2019  

12/06/19: Extended application deadline to December 20, 2019


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

Who We Are

With a staff of 375 and a budget of approximately $250 million, the mission of the San Francisco Department of Disability and Aging Services 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 Department of Disability and Aging Services coordinates an integrated comprehensive range of social, mental health, and long-term care services that foster independence and self-reliance. The Department of Disability and Aging Services protects the rights and assets of those who are no longer able to care or advocate for themselves.

The Department of Disability and Aging Services is located within San Francisco’s Human Services Agency (HSA). With a staff of approximately 2,200 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, assistance getting food, housing, and health coverage. 

What We Do

The Department of Disability and Aging Services is specifically charged with planning, coordinating, and advocating for community-based services for older people and adults with disabilities. The Department is dedicated to the well-being, safety, and independence of adults with disabilities, older people, and their support systems. The Department coordinates an integrated, comprehensive range of social, mental health, and long-term care services that fosters independence and self-reliance. The Department protects the rights and assets of those who are no longer able to care or advocate for themselves, and the rights and assets of the deceased.

The Human Services Agency (HSA) is a department of the City and County of San Francisco and the central resource for public assistance in the City. Our mission is to promote well-being and self-sufficiency among individuals, families and communities in San Francisco. HSA was formed in 2004 with the merger of two previously existing city departments, the Department of Human Services and the Department of Disability and Aging 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. 


Position Description

Under administrative direction of the Benefits and Resource Hub Director, the Benefits and Resource Hub Manager provides linkages to resources available within the Department as well as those in the community. The Manager is responsible for managing the Department of Disability and Aging Services Integrated Intake and Screening programs including the County Veterans Services Office (CVSO).  This position is responsible for planning, designing, and implementing changes to the integrated intake unit and the CVSO. Internal services of the Hub includes providing information regarding services and assistance in obtaining benefits for Veterans. In addition to internal services, the Hub determines eligibility and provides enrollment for a number of community services.  The Hub also serves as a resource to the community for a variety of needs.

The essential duties include, but are not limited to:

1. Plan, direct, establish standards, and develop policies and procedures for the Benefits and Resources Hub Unit. 

2. Oversee department outreach strategy and staffing of community events. 

3. Serve as the Departmental liaison to departments and community agencies.

4. Implement Quality Assurance (QA) programs to ensure high quality of service.

5. Work with vendors to ensure that a robust database is in place for tracking data and that the website is usable for the public.

6. Coordinate budget preparation, monitor expenditures, and financial reporting.

7. Prepare reports, memoranda, and correspondence; and maintain statistical records.

8. Oversee San Francisco Aging and Disability Resource Connection (ADRC) which includes acting as point person to the State.

9. Oversee the County Veterans Service Office (CVSO).

10. Supervise professional, technical, and clerical staff.

Minimum Qualifications

1. Education:  Possession of a baccalaureate degree from an accredited college or university in Social Work, Business Administration, Public Administration or a closely related field; 



2. Experience:  Three (3) years of verifiable professional experience providing direct services to older adults and/or adults with disabilities in a large social services setting or related community-based organization. 


Substitution of Experience: Master's degree in Social Work may substitute for one (1) year of experience.


Substitution of Education: Additional experience as described above may be substituted for the required degree on a year-for-year basis (up to a maximum of two (2) years). One (1) year is equivalent to thirty (30) semester units OR forty-five (45) quarter units.     


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 https://sfdhr.org/how-verify-education-requirements

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 qualification 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-0923-099728)
  • 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

Minimum Qualifications Supplemental Questionnaire (Weight: Qualifying)

Supervisory Test Battery (Weight: 40%) 

Supplemental Questionnaire Evaluation (Weight: 60%)

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

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: 60%)

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.

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.  

The certification rule for the eligible list resulting from this examination will be Rule of List Scores.  Additional selection processes may be conducted by the hiring department prior to making 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/Forms-Documents/Position-Count-by-Job-Codes.pdf.

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: Combined Promotive and Entrance 
Issued: November 20, 2019
Micki  Callahan, Human Resources Director
Department of Human Resources
Recruitment ID Number: PBT-0923-099728
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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