0932 Manager IV - Director of Quality Mgmt & Regulatory Affairs

Recruitment #PBT-0932-110535


0932 Manager IV

Director of Quality Management and Regulatory Affairs


Applicants are encouraged to file immediately as this recruitment may close at any time, but no earlier than May 7, 2021.


Position Description:

Director of Quality Management and Regulatory Affairs for Behavioral Health Services (BHS) responsibilities include directing, planning and supervising multiple important functions for Behavioral Health Services including overseeing and managing the performance monitoring and quality improvement requirements of our Mental Health Plan (MHP), the Drug Medi-Cal Organized Delivery System (DMC-ODS), and the Family Mosaic Program Managed Care Plan (FMP) contracts with the Department of Health Care Services.  This position also oversees our extensive regulatory reporting, external reviews and state audits for each of these plans, and implements BHS’s Risk Management program.


Performance and Outcomes Measurement:  Track, monitor and report Drug Med-Cal and Mental Health Medi-Cal timeliness metrics, performance measures, client outcomes, and consumer perception surveys.  Collect, analyze and report on Mental Health Services Act Data Collection and Reporting metrics, and evaluate Innovations and other MHSA funded programs.  Design and calculate Performance Improvement Project metrics, and metrics for Mental Health SF.  Develop routine reports and dashboards to monitor clients flow and service utilization, and prescribing data, and provide data upon request to support management decision making. Monitor data quality and implement data collection and validation processes as needed.  Provide technical assistance in the development of contract performance objectives.


Quality Improvement:  Develop, implement and oversee quality improvement programs for MHP, DMC-ODS and FMP consistent with DHCS contractual requirements; monitor the quality of care and administrative processes through the ongoing collection and analysis of qualitative and quantitative information.  Facilitate management-level discussions of quality of care issues.  Identify areas for improvement and oversee the development and implementation of the MHP’s and the DMC-ODS’s annual Quality Improvement Work Plans, and produce annual Quality Improvement Evaluation Reports for each.   Ascertain, plan, and implement two Performance Improvement Projects following Federal guidelines for each of the 3 behavioral health state plans (MHP, DMC-ODS, and FMP). Provide technical assistance to providers and administrators in performance improvement project implementation and the use of QI approaches and tools.  Oversee, facilitate and document federally-mandated Behavioral Health QI meetings.  Coordinate annual External Quality Review Organization (EQRO) audits for both MHP and DMC-ODS. Participate in County, Regional, and State-wide Quality Improvement Committees.


Regulatory Affairs:  Ensure that all federal, state and local regulations and reporting requirements are met.  Oversee the preparation and be the department’s lead for the 4 to 5 state audits each year.  Oversee the response to any findings or recommendations from the state’s review teams.  Manage the development of policies and procedures, maintain an on-line policy manual and ensure staff receive training on all relevant policies.  Serve as the communication liaison with DHCS, and as a regulatory liaison to the San Francisco Health Plan’s Healthy Workers Program.


Quality Assurance:  Design and oversee clinical chart reviews and TA to ensure accurate documentation to support billing of services, and identify areas for improvement in the quality of assessments, treatment plans, and progress notes.   Identify areas for improvement and incorporate into documentation training.  Review processes for annual service reauthorizations. 


Risk Management and Beneficiary Protections:  Supervise the tracking, investigation, and response to client grievances and reports of unusual occurrences or quality of care incidents, including medication errors.   Oversee the conduct of Critical Incident Reviews of client suicides and homicides.  Review outcomes of all investigations and make policy and procedural recommendations to administration.  Oversee the use of findings to improve the quality of care.  Ensure staff are current in their knowledge of Medi-Cal regulations related to beneficiary protections.  Develop and disseminate informing materials for all clients and informing posters about clients’ rights to beneficiary protections.  Oversee the MHP and DMC-ODS client grievance and appeals unit and required reports to the state.


Essential Duties:
The 0932 Manager IV - Director of Quality Management and Regulatory Affairs performs related duties as required.

·         Prioritize issues and develop strategic plans, including resource allocation, to address quality management of clinical services, risk management, and policy issues.


·         Manages the QA program for Behavioral Health by overseeing the design and administration of data collection, monitoring, and reporting systems to monitor program and client outcomes, to provide management with information for decision making, and to meet state regulatory reporting requirements; design and oversee clinical chart reviews and technical assistance to ensure accurate documentation to support billing of services.


·         Design and administer interventions to improve the quality of care, including the identification of system-level issues that impact departmental practices.  Oversees grievances and risk management.


·         Coordinate work with administrators from other sections of the Department of Public Health, and City Departments and collaborate on interagency committees.


·         Manage subdivisions including the supervision of clinical psychologists, research psychologists, epidemiologists, health care analysts, health program coordinators, and administrative support staff.


·         Prepare and lead department in state quality reviews, Medi-Cal audits and all external audits and reviews of the Behavioral Health Services system.


·         Manages QI program for Behavioral Health, including QI Plans and evaluations reports, QI committee meetings, performance improvement projects, and regulatory reporting.


·         Design, manage and administer Medi-Cal documentation training and technical assistance program.


Compensation and Benefits:

The normal annual salary range is $138,736 to $177,060.  Appointment above the maximum of the normal range may be considered based on documented and substantiated recruitment and retention issues or exceptional skills.  A special approval process is necessary for appointment above the normal salary range.  For additional information about the City's benefits package, please visit: Municipal Executives' Association Benefit Summary


In addition to a competitive salary, the City and County of San Francisco offers flexible benefit plans with pre-tax elections which include: medical and dental insurance; retirement plan; deferred compensation plan; Social Security; long-term disability plan; life insurance; management training program; eleven (11) paid holidays annually; five (5) floating holidays; depending on years of service, ten (10), fifteen (15), or twenty (20) vacation days annually; and may earn up to 100 hours paid administrative leave annually.

Minimum Qualifications

1.       Bachelor’s degree from an accredited college or university.

2.       Five years of professional experience in program performance measurement and quality improvement. Qualifying experience must include three (3) years of experience supervising professionals.


Substitution: Additional professional program performance measurement and quality improvement experience may substitute up to two (2) years of education on a year for year basis. (One year of experience will be considered equivalent to 30 semester or 45 quarter units of college coursework.) No substitution will be allowed for the three (3) years of supervising experience.


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 40 hours per week are not included in the calculation to determine full-time employment. 


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.

 •            Bachelor’s Degree in Psychology, Social Work, or Program Evaluation, or a closely related field; 

•             Master’s and/or Doctorate degree preferred in Psychology, Social Work, Program Evaluation or a closely related field. 

•             Demonstrated managerial experience. 

•             Demonstrated 4 years related work experience in the public health sector including experience managing regulatory reporting, external reviews, and Medi-Cal audits. 

•             Demonstrated 3 years of experience working in programs related to serving Medi-Cal beneficiaries and/or consumers of behavioral health services. Demonstrated risk management experience.


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

Verification of qualifying experience, when requested, must be documented on the employer's business letterhead and must include the name of the applicant, job title(s), dates of employment, description of job duties performed, and signature of the employer or the employer’s authorized representative. Experience claimed in self-employment will only be accepted if supported by documents verifying income, earnings, business license and experience comparable to minimum qualifications above. Copies of income tax papers or other documents listing occupation and total earnings must be submitted. Employees of the City and County of San Francisco may submit performance evaluations showing duties performed to verify qualifying City experience. City employees will receive credit for the duties of the class to which appointed. Credit for experience obtained outside of the employee's class will be allowed only if recorded in accordance with the provisions of Civil Service Commission Rules. Verification may be waived if impossible to obtain. The applicant must submit a signed statement explaining why verification cannot be obtained. Waiver requests will be considered on a case-by-case basis. Failure to provide the required verification, or request for waiver when requested may result in rejection of application.

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. 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.

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, 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, Catherine Yuen, by telephone at 415-554-2869, or by email at Catherine.yuen@sfdph.org

Selection Procedures

Minimum Qualification Supplemental Questionnaire: (Weight: Qualifying)
Applicants 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.


Management 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 and Process Improvement. For more information about this Management Test (and a suggested reading list) please visit:


A passing score must be achieved on the Management 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 Management 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 Management Test Battery. The Management 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 Management 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 Management 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 Management 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 who achieve a passing score on the Management Test Battery will receive a supplemental questionnaire via email. All applicants must complete the Supplemental Questionnaire by the given deadline. Information provided on the Supplemental Questionnaire must be consistent with the information on the application and is subject to verification. The Supplemental Questionnaire Evaluation is designed to measure knowledge, skills, and/or abilities in job-related areas which may include, but not be limited to:  Strong leadership capabilities; Strong strategic, outcome-oriented, problem-solving, negotiation, coordination and critical thinking capabilities; Technical skills, including program evaluation theory and design methodology, qualitative and quantitative data analytic skills, quality improvement models and tools; Interpersonal skills – accessible and easy to work with, strength-focused; Excellent  written communication skills; Ability to build coalitions and consensus with every level of the organization and community; Management of professional staff; and Supervision skills, including ability to directly address difficult issues with staff.


Applicants must achieve a passing score on both examination components in order to be ranked on the eligible list/score report.  Successful applicants will be placed on the eligible list/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 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 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.


Statement on Equity, Diversity, and Inclusion: At the City and County of San Francisco, we share a commitment to a diverse, inclusive and equitable community. Each member of our organization is responsible and accountable for what they say and do to make San Francisco an inclusive and equitable place to live and work by employing fair and just practices to and for all.


Valid licensure as a requirement to perform the job must be kept current throughout length of employment. Failure to demonstrate/show proof of possession of required valid licensure may result in dismissal and/or termination of employment.


Note on Electronic Health Record (EHR): The Department of Public Health (DPH) is implementing a unified Electronic Health Record (EHR) system and DPH employees must demonstrate competency in the use of the system that is appropriate for their classification as a condition of employment.


Note on Personal Protective Equipment (PPE):
Some positions in the Department of Public Health 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 FaceFitting Respirator.


Medical Examination/Drug Testing:
Prior to appointment, at the Department's expense, applicants may be required to take a tuberculosis (TB) screening test, a medical examination and/or drug test.


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.


Information on requesting a reasonable ADA Accommodation:



Information regarding requests for Veterans Preference can be found at:

Information regarding Seniority Credit can be found at:


Exam Type: CPE
Issued: April 23, 2021
Micki Callahan
Human Resources Director
Department of Human Resources
Recruitment ID Number: PBT-0932-
DPH/cy /415-554-2869/# 01135383


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.


Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet.
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.

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