0923 Manager II - SFBN Section Manager
|Department||Human Services Agency|
|Date Opened||4/14/2021 08:00:00 AM|
|Filing Deadline||4/27/2021 5:00:00 PM|
|Salary||$57.63 - $73.55/hour; $9,988.00 - $12,749.00/month; $119,860.00 - $152,984.00/year|
|Job Type||Permanent PBT|
This is a Position-Based Test conducted in accordance with Civil Service Rule 111A.
The Human Services Agency (HSA) is a department in 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.
We provide a safety net for individuals and families by offering income support, community-based living supports, and assistance getting food, housing, and health coverage. We offer programs and services that ensure the protection and safety of children, the elderly and dependent adults. We help people secure employment through training, job search and child care assistance.
Under the direction of the SFBN Site Director, the position’s main focus is to plan, monitor, evaluate and supervise the operation of various sections throughout the CalFresh and Medi-Cal program. This position includes decision making, planning, coordinating, and monitoring the operation and activities of multiple units including those in HSA outstation locations. The incumbent will work with staff at the highest levels of the organization. They must have well developed skills in critical thinking, must possess excellent communication skills, must be able to build relationships with internal and external stakeholders and must be able to lead and coordinate people who work across multiple disciplines within and outside unit-boundaries.
The incumbent in this position ensures efficient operation within each individual unit and their functions with one another. They make decisions which impact the daily operations and implementation of established policies and procedures of the related units. They solve problems requiring analyses of issues that may result in deviations from routine processes and or new technology.
Essential Duties and Responsibilities
- Manage the CalFresh and Medi-Cal programs, operational activities and projects including staff, decision making, and planning; this includes management support to Service Center functions such as Face-to-Face, Service Counter, and Inbound/Outbound phones. Provide management functions for the Service Center including supervision, decision making, and planning. This includes evaluating the activities of 8 or 9 units providing application processing, ongoing case maintenance in various functions such as inbound phones, face-to-face interviews, service counter, eligibility determination and maintenance and others, developing outcome measures, and ensuring goals.
- Participate with SFBN Program Manager and other program managers in the development and implementation of program goals and objectives in order to meet deadlines, program compliance with applicable policies and procedures, program performance measures, and meet corrective action demands when necessary.
- Coordinate and participate in program activities and meetings with internal divisions and outside agencies, Community Base Organizations, to enhance service delivery to customers. Work closely with staff and management of other programs in the department and outside agencies to implement and support departmental goals.
- Evaluate procedures, identify and analyze problems and issues, and assists in developing and implementing operational policies to ensure efficient operation of the program. Plan and adjust program operations to meet changing needs and mandates.
- Monitor, supervise and evaluate staff performance to ensure work and program goals are met. This includes managing and evaluating the units providing application processing, and ongoing case maintenance. Develop outcome measures for performance evaluation. Determine appropriate decisions made in eligibility determination in accordance with federal, state, and local laws.
- Supervise, train, and evaluate staff to ensure overall goals are met; provide assistance and support to supervisory staff when needed which may include guidance and training. Apply departmental and city policies and procedures to correct work related performance issues. Evaluate staff performance to solve problems and determine appropriate decisions are made in eligibility determination or social services delivery in accordance with federal, state and local laws. Applies departmental and citywide policies and procedures in order to correct work-related performance issues. Develop processes and policies for program, work in conjunction with other benefits programs to design supportive programs that will result in the County meeting Federal and State goals.
- Review and interprets administrative letters, memos, and MEDILs from the state on program regulations
- Direct and coordinate the activities of staff assigned to special projects to ensure required deadlines are met
- Respond to inquiries from clients, advocates, clinics/hospitals, institutions and community organizations.
1. Education: Possession of a Master’s Degree from an accredited college or university in social work, counseling, psychology, public administration or closely related field;
Experience: Two (2) years of verifiable progressively responsible experience analyzing programs that determine eligibility for public assistance in a public or private social service agency or organization. Experience MUST be equivalent to classes 2907 Eligibility Worker Supervisor, 2909 Hospital Eligibility Supervisor, 2913 Program Specialist, 2915 Program Specialist Supervisor, and 2917 Program Support Analyst;
2. Education: Possession of a baccalaureate degree from an accredited college or university in social work, counseling, psychology, public administration or closely related field;
Experience: Four (4) years of verifiable progressively responsible experience analyzing programs that determine eligibility for public assistance in a public or private social service agency or organization. Experience MUST be equivalent to classes 2907 Eligibility Worker Supervisor, 2909 Hospital Eligibility Supervisor, 2913 Program Specialist, 2915 Program Specialist Supervisor, and 2917 Program Support Analyst;
3. Experience: Eight (8) years of verifiable progressively responsible experience analyzing programs that determine eligibility for public assistance in a public or private social service agency or organization. Experience MUST be equivalent to classes 2907 Eligibility Worker Supervisor, 2909 Hospital Eligibility Supervisor, 2913 Program Specialist, 2915 Program Specialist Supervisor, and 2917 Program Support Analyst.
The stated desirable qualifications may be used to identify job finalists at the end of the selection process when candidates are referred for hiring.
• In-depth knowledge on Medi-Cal and CalFresh eligibility policies and regulations
• Comprehensive knowledge of public welfare programs related to Medi-Cal and CalFresh
• Extensive knowledge of CalWIN
• Experience supervising in a SFBN service environment
Verification: 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 requirement 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
- 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
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, and 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, @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 Ivy Yeung by telephone at 415-557-6205 or by email at email@example.com.
Written Exam - Supervisory Test Battery (40%)
Supplemental Questionnaire (60%)
Minimum Qualification Supplemental Questionnaire (Weight: Qualifying):
Applicants will be prompted to complete a Minimum Qualification 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.
Supplemental Questionnaire (Weight: 60%):
Candidates will be prompted to complete a Supplemental Questionnaire as part of the online employment application. The Supplemental Questionnaire is designed to measure an applicant’s relative knowledge, skills and abilities in job-related areas identified as critical for successful performance. These may include but are not limited to: knowledge of and ability to project management; ability to establish and maintain effective working relationships; knowledge of issues pertaining to Eligibility for programs; ability to identify, analyze and report upon activities, issues, and problems and recommend appropriate solutions; written communication ability; knowledge of laws and regulations pertaining to target population. All responses to the Supplemental Questionnaire are subject to verification and should be consistent with the information provided in your application.
Candidate scores on this examination may also be applied to other announcements involving other job titles, when directed by the Human Resources Director.
Passing scores must be achieved on the Supplemental Test Battery and the Supplemental Questionnaire Examination in order to continue in the selection process.
The above test components are considered standardized and, therefore, test questions and answers are not available for public inspection or review.
CERTIFICATION: The certification rule for the eligible list resulting from this examination process will be Rule of the List. The hiring department may conduct additional selection processes 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 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/ASO-Level-Chart.pdf?documentID=21246.
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.
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:
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.
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
Some positions in the Human Services Agency will require the use of personal protective equipment (PPE), including but not limited to gloves, gowns, eye and face protection, and face-fitting respirators. The requirement for the use of PPE may come on short or no notice. Facial hair or any condition that interferes with a face-fitting respirator’s seal (i.e. comes between the sealing surfaces of the respirator and the wearer’s bare skin) is not permitted when face-fitting respirators are worn, including during initial or periodic respirator fit-testing. Employees who choose not to shave and do not have either American Disabilities Act (ADA) or Equal Employment Opportunity (EEO) Accommodations do not have the right to alternate work assignments or the option of using a loose-fitting Powered Air Purifying Respirator (PAPR) in place of a face-fitting respirator.
Exam Type: PBT
Issued: April 14, 2021
Carol Isen, Human Resources Director
Department of Human Resources
Recruitment ID Number: PBT-0923-107409
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.