0923 Manager II - In Home Support Services

In Home Support Services Manager

Recruitment #PBT-0923-100881


This announcement has been amended and reissued to reflect changes with the Minimum Qualifications and to extend the filing deadline. Applicants who already applied under Recruitment PBT-0923-100881 during the filing period November 19, 2019 need not reapply and will be included in the applicant pool.  

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


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

The current position is located at the Department of Aging and Adult Services (DAAS), a Division of the San Francisco Human Services Agency in the In Home Support Services (IHSS) program.  The eligible list resulting from this examination may be utilized for future positions in this class.  

Who We Are

HSA was formed in 2004 with the merger of two previously existing city departments, the Department of Human Services and the Department of Aging and Adult 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.  

With a staff of 375 and a budget of approximately $250 million, the mission of the San Francisco Department of Aging and Adult Services (DAAS) 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 IHSS program is operated by DAAS and is responsible for providing critical safety net services to vulnerable older adults and people with disabilities.  

DAAS 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, and assistance getting food, housing and health coverage.   

 What We Do

The IHSS program provides home care to vulnerable older adults and people with disabilities in order to prevent premature institutionalization.

 Position Overview

Under general direction, the IHSS Manager manages and supervises the activities of social work, payment, clerical, training, and provider enrollment functions of the IHSS program. The IHSS program serves over 22,000 consumers and 20,000 providers. The IHSS manager also is responsible for providing program contract oversight of the IHSS contract mode of service, the IHSS Public Authority, and technology vendors. The IHSS manager plans and adjusts program operations and policies with other program managers, community agencies and State and Federal agencies in order to coordinate IHSS services with the Long Term care continuum. According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job code/class and are not intended to be an inclusive list.

According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job code/class and are not intended to be an inclusive list.

The essential functions of this position include, but are not limited to:

  • Coordinating and participating in program activities and meetings with internal divisions and outside agencies to develop goals, policies and procedures for the IHSS program and to enhance service delivery
  • Planning and adjusting program operations to meet changing needs and mandates
  • Directing the preparation and maintenance of program records, reports, files and statistical information to assist with long and short range planning
  • Reviewing and interpreting administrative letters, memos, regulations, legislation and manual revisions to ensure continuity of service or benefit delivery and a consistent understanding of policies and procedures
  • Directing and coordinating activities of assigned units and staff to ensure required deadlines are met and the workload is equitable
  • Participating in the preparation and coordination of the program budget, contracts and the recruitment and selection of staff
  • Monitoring, evaluating and providing assistance when needed to supervisory staff
  • Applying departmental and Citywide policies and procedures in order to correct work-related performance issues
  • Writing policies, procedures, reports, memos and other correspondence
  • Planning, implementing and evaluating assigned units; analyzing, interpreting and implementing new regulations and policies
  • Managing service and technology contracts and making recommendations on budget and programs to IHSS Program Director
  • Coordinating with HSA Information Technology, Personnel, Support Services and Budget staff to allocate technology, staffing, and other resources to ensure the optimal functioning of the assigned units
  • Providing complex analysis for Human Services executive staff
  • Responding to inquiries from consumers, service providers, and the public regarding IHSS functions

Nature of the Work  

In addition to possessing excellent managerial skills, the ideal candidate for this position will be a team-oriented leader with direct experience promoting collaboration among social services staff. The ideal candidate will be an innovator comfortable with using data to improve casework, as well as inform daily operations. Furthermore, the ideal candidate will be a highly motivated individual that is passionate about serving older adults and people with disabilities. This candidate will value inclusion and will have an in-depth understanding around the dynamics of racial, ethnic, and social inequalities.

Minimum Qualifications

The Minimum Qualification guidelines for management classifications can be referenced here. Please note, additional qualifications (i.e., desirable qualifications) may apply to a particular position and will be stated on the exam/job announcement.


Possession of a baccalaureate degree from an accredited college or university in social work, counseling, psychology, public administration or closely related field; AND  


Four (4) years of verifiable professional experience providing services and/or authorizing public assistance benefits in a large social services setting or related community-based organization.  Experience must be equivalent to class 2914 Social Worker Supervisor, 2916 Social Work Specialist, 2913 Program Specialist, 2907 Eligibility Worker Supervisor, 2915 Program Specialist Supervisor and 2917 Program Support Analyst.    

Substitution of Experience:

Additional qualifying experience may be substituted for the required degree on a year-for-year basis (up to a maximum of two (2) years). Thirty (30) semester units or forty-five (45) quarter units equal to one year.   

Substitution for Education: 

A Master’s Degree from an accredited college or university may substitute for up to one year of the required experience.  

Applicants must meet the minimum qualification requirements at the time of filing 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:

1. Possess three years of supervisory experience.

2. Experience working in a county or state administered In Home Support Services program.

3. Knowledge of principles of supervision and management practices, training, and performance evaluation, design, implementation, and assessment techniques; knowledge of current and complex principles and practices of program development and administration as well as analytical and problem solving methodology.

4. Comprehensive knowledge and pertinent understanding of local, state, and federal policies, procedures, laws, codes, and regulations and the ability to interpret and apply them; and comprehensive knowledge of public welfare programs, social welfare practices, terminologies, developments, and related issues.

5. Excellent public speaking and writing capabilities.

6. Strong leadership, team building and conflict resolution skills.

7. Ability to supervise multi-disciplinary staff.

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 register an account (if you have not already done so) and begin the application process.

• Select the desired job announcement (PBT-0923-100881)

• Select “Apply” and read and acknowledge the information

• Click on "I am a New User" if you have not previously registered, or “I have Registered Previously”

• Follow instructions given on the screen

Computer kiosks are located in the lobby of the Department of Human Resources, One South Van Ness Avenue, 4th Floor, San Francisco, for use by the public. The hours of operation are from 8:00 a.m. to 5:00 p.m. Monday through Friday.

You can also watch this video for further assistance with our online application system:


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.

Incomplete applications and applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

Resumes may be attached to the application; however, resumes will NOT be accepted in lieu of a complete City and County of San Francisco application. City and County of San Francisco official applications MUST be completed.

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Carmen K. Lewis at 415.557.5241 or email at: hsaexams@sfgov.org or Carmen.Lewis@sfgov.org

Verification (proof) of Education

Applicants may be required to provide a copy of diploma or official transcript to verify qualifying education at any time in the application, examination and/or departmental selection process to show that the minimum qualifications have been met. For more information, please visit: http://sfdhr.org/index.aspx?page=456

Applicants who have obtained education form a foreign college or university must provide a Foreign Transcript Evaluation letter from a National Association of Credential Evaluation Service (NACES) approved agency. A list of approved agencies can be found at: http://www.naces.org

Verification (proof) of Experience

Applicants may be required to provide written verification (proof) of qualifying work experience at any time in the application, examination and/or departmental selection process to show that the minimum qualifications have been met.

Verification of qualifying experience must be signed by the employer’s authorized representative on the employer's business letterhead, and specify the name of the applicant, dates of employment, job title(s), dates of service and duties performed. City and County of San Francisco employees do not need to submit verification of their City employment, but must submit verification of outside experience. City employment will be verified by the employee’s record. City and County of San Francisco 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. For more information, please visit: http://www.sfdhr.org/index.aspx?page=20#verification


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 meeting the minimum qualifications are not guaranteed advancement through all of the steps in the selection process.

Selection Plan

Minimum Qualification Supplemental Questionnaire (Qualifying)

Supervisory Test Battery: (Weight: 40%)

Supplemental Questionnaire Evaluation: (Weight 60%)

Selection Procedures

Minimum Qualification Supplemental Questionnaire (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.  

Note -Candidates are required to pass both components mentioned below in order to move forward in the selection process.

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.  

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.


Applicants who meet the minimum qualifications are not guaranteed to advance through all of the steps in the selection process. 

Department Selection Procedure  

The Human Services Agency may administer additional position-specific selection procedures to make final hiring decisions for position(s) in class 0923 Manager II.  Candidate scores on this examination may also be applied to other announcements involving other job titles, when directed by the Human Resources Director. 

Only those candidates deems best qualified will continue in the departmental selection process, which may consist of an oral interview and/or performance examination.

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.


Certification Rule  

The certification rule for the eligible list resulting from this examination will be Rule of the List.  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 six (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.

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.

Copies of Application Documents  

Information can be found at: http://www.sfdhr.org/index.aspx?page=20#copies    

Reasonable Accommodation Request  

Applicants with disabilities requiring reasonable accommodation for this examination must contact the Personnel Analyst at (415) 557-5241 or, if hearing impaired at (415) 775-9484 (TDD).  Information on requesting reasonable accommodation for persons with disabilities can be found at: http://www.sfdhr.org/index.aspx?page=20#reasonableaccommodation     

Clerical Errors  

May be corrected by the posting of the correction on the Department of Human Resources website at: http://www.sfdhr.org/index.aspx?page=20#announcementsdefinitions

General Information  

Concerning City and County of San Francisco Employment Policies and Procedures: http://www.sfdhr.org/index.aspx?page=20    

Driver’s License Requirement  

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

Veteran’s Preference  

Information 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    

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  

Exam Type:  PBT - Combined, Promotive, Entrance-CPE

Amended and Reissued: November 20, 2019

Issued: November 19 2019

Micki Callahan Human Resources Director

Department of Human Resources

Recruitment ID Number: PBT-0923-100881    

HSA/CKL /415.557.5241   


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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