1823 Senior Administrative Analyst, 311

Recruitment #PBT-1823-100611


Announcement posted for informational purposes only November 19, 2019 - November 21, 2019.
Applications were only accepted October 10, 2019 - October 30, 2019. No new applications will be accepted. Announcement amended and posted to provide information regarding the selection procedure.

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

The San Francisco 311 Customer Service Center (SF311) connects residents and visitors with easy access to government services and information through the phone, web, and mobile. SF311 strives to simplify and improve work processes and remove barriers for requesting service or information. SF311 prides itself on innovation and hard work and has handled over 21 million calls since its launch in 2007 and over 65% of service requests are submitted via self-service options.

The City launched the Healthy Streets Operation Center (HSOC) on January 16, 2018 to coordinate the City’s response both to homeless encampments and to behaviors that impact the quality of life, such as public drug use. The mission of HSOC is to provide a coordinated city response to unsheltered person experiencing homelessness, individuals struggling with behavioral health issues, cleanliness, and related public safety issues to ensure San Francisco’s streets are healthy for everyone. 

HSOC is a unique organization that includes representatives from multiple City Departments. HSOC staff vary in rank and contribute to the operations, planning and implementation of HSOC policies and procedures. A large part of the work done at HSOC is in response to requests that have been submitted through SF311 via phone, SF311 app, Twitter, or Web. The Senior Administrative Analyst at SF311 would be the representative for SF311 at HSOC, which is located at 1011 Turk Street, San Francisco; therefore, the SF311 Analyst will be working both at HSOC AND 311. Under general direction of the SF311 Director, the 1823 Senior Administrative Analyst conducts complex analysis, reporting and provides policy and process development.

Essential duties include, but are not limited to:
1.  Becomes familiar with and Assists HSOC staff understand and process Service Requests related to a wide variety of issues reported by the public. Provides basic support to users of the SF311 CRM platform including web and mobile applications
2.  Based on feedback and data analysis, identifies trends or abnormal activities and implements collaborative process and application improvements to ensure consistent handling of service requests
3.  Develops and distributes reports on a scheduled and ad hoc basis to facilitate resolution of requests or in response to requests from departments
4.   Assesses, analyzes, and makes recommendations for business and process improvements
5.  Monitors and reports on case closure data, identifies and tracks issues, provides instruction to agencies and/or makes enhancements to system so they may accurately report their performance. Escalates issues to SF311 management, if needed.
6.  Works collaboratively with HSOC to resolve difficult and complex requests or escalated issues coming through SF311, including going to sites to validate homeless encampment situations
7.   Works on special projects and other related duties as assigned.

Nature of Work: Full-time, usually Monday through Friday, 9:00 am – 6:00 pm. However, this position will require applicant to be available to work occasional weekends and holidays whenever necessary to provide outreach sessions as necessary. This position will require a substantial amount of walking to and from different sites.

Minimum Qualifications

1.   Possession of a graduate degree (Master's degree or higher) from an accredited college or university, AND three (3) years full-time equivalent experience performing professional-level analytical work as described in Note A; OR

2.   Possession of a graduate degree (Master's degree or higher) from an accredited college or university with major college coursework as described in Note B, AND two (2) years full-time equivalent experience performing professional-level analytical work as described in Note A; OR

3.   Possession of a baccalaureate degree from an accredited college or university, AND four (4) years full-time equivalent experience performing professional-level analytical work as described in Note A; OR

4.   Possession of a baccalaureate degree from an accredited college or university with major college coursework as described in Note B, AND three (3) years full-time-equivalent experience performing professional-level analytical work as described in Note A;

SUBSTITUTION: Applicants may substitute up to 2 years of the required education with additional qualifying experience in budget analysis, financial analysis and reporting, legislative/policy analysis, or contract/grant administration. One year (2,000 hours) of additional qualifying experience will be considered equivalent to 30 semester units/45 quarter units.

Notes on Qualifying Experience and Education:
A.   Qualifying professional-level analytical experience must include two (2) years of experience in complex program analysis, evaluation and planning. Any remaining required experience must be in one or more of the following functional areas: complex budget analysis, development and administration; complex financial/fiscal analysis and reporting; development of complex contracting systems and administration of competitive bid processes and complex contractual agreements; development and evaluation of complex management/administrative policy; complex grant administration and monitoring; complex program evaluation and planning; complex legislative analysis; complex economic analysis; or other functional areas related to the duties of positions in Class 1823, where the primary focus of the job is complex professional-level analysis for evaluation, recommendation, development and implementation of major programs and functions of department/organization. Analytical experience equivalent to the duties of Class 1822 is considered qualifying.

B.   Coursework applicable to a baccalaureate or higher degree in specialized subject matter areas such as public or business administration, management, business law, contract law, public policy, urban studies, economics, statistical analysis, finance, accounting or other fields of study closely related to the essential functions of positions in Class 1823.

The above minimum qualifications reflect special conditions associated with the position to be filled. They may differ from the standard minimum qualifications associated with this class code.

•    One year full-time employment is equivalent to 2000 hours (2000 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.
•     Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.

The stated desirable qualifications may be used to identify job finalists at the end of the selection process when candidates are referred for hiring.

•     Must be a self-starter, highly motivated, able to think through problems to come up with innovative solutions.
•     Business Intelligence reporting experience using Microsoft Power BI, Microsoft Reporting Services and Excel Pivot Tables.
•     Knowledge of San Francisco – geography, government and other services, history, current events, and other relevant information that changes on a day to day basis.
•     Experience developing PowerPoint presentations.
•     Excellent oral and written communication skills and have the ability to confidently present/speak in front of crowds/members of the public and/or individuals from all levels within an organization.
•     Demonstrated ability to establish and maintain good working relations with external and internal partners.

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 1823 Senior Administrative Analyst, 311
•     Click on “Apply” and read and acknowledge the information
•     Click on “I am a New User”
•     Follow instructions given on the screen

Computer kiosks are available for the public (from 8:00 a.m. to 5:00 p.m. Monday through Friday) to file on-line applications in the lobby of the Department of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA 94103.

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.


Applicants who possess a degree that is from a foreign and/or non-accredited college or university are required to provide an equivalency certification of the degree. 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

Verification of experience must be signed by the employer, on the employer’s letterhead, and must state the name of the applicant, specify dates of service (mm/dd/yy), total number of actual hours worked, job titles, and duties performed which meet the minimum requirements. City and County employees will receive credit for the duties of the class to which appointed. Credit for experience obtained outside of the employee’s class will only be allowed if recorded in accordance with the provisions of Civil Service Commission Rules. City employees may submit performance evaluations as proof of qualifying City experience, but must verify outside qualifying experience as stated above. Verification may be waived if impossible to obtain. The applicant must submit a signed statement with the application explaining why verification cannot be obtained. Waiver requests will be considered on a case-by-case basis.

Failure to submit the required verification or request for waiver by the final filing date may result in rejection of the application. Resumes will not be accepted in lieu of verification of qualifying experience.

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.

Written Examination (Weight: 50%)
Candidates deemed eligible and admitted to the examination process will be administered a written multiple-choice test designed to measure knowledge, skills and/or abilities in job-related areas which may include but not limited to:

•      Ability to evaluate/analyze information/data and to exercise good judgment relative to that evaluation or analysis
•      Ability to communicate written information (includes ability to proofread)
•      Knowledge of, and ability to apply, financial/fiscal principles (including the ability to use mathematical and statistical formulas)
•      Ability to comprehend and understand written information
•      Ability to use various computer software programs
•      Ability to conduct research
•      Ability to establish and maintain cooperative and effective working relationships
•      Knowledge of, and the ability to apply, principles, practices and procedures involving office operations.

A passing score must be achieved on the Core Test. This is a standardized examination and, therefore, test questions and test answers are not available for public inspection or review. You will receive one score with respect to the multiple choice exam component. Any score attained 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 any test components for which you have already attained a score. If the selection process for the future announcement is held within one year of the date of this examination and it includes any of these components i.e., core exam or specialty subtest(s), your score(s) for the corresponding test component(s) will be automatically applied to that announcement. However, after one year, you have the option to either (a) apply your test score(s) to the other announcement or (b) re-take the test component(s). 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 test component (core or specialty subtest) is used. Please note that should you re-test, your re-test score would become your official score since it is the most recent.

Candidates’ scores on this examination may also be applied to other announcements involving other job titles, when directed by the Human Resources Director.

Written/Performance Examination (Weight: 50%)

Candidates who passed the Written examination will be invited to participate in the written/performance examination to assess a candidate’s knowledge, skills and/or abilities in job-related areas which may include but not be limited to: knowledge of application of statistical and other analytical methods and techniques of data collection and analysis; analytical ability; human relations ability; computer literacy; and oral and written communication ability.

Note: Candidates must achieve a passing score on both the Written Examination and Written/Performance Examination in order to be ranked on the eligible list.


The certification rule for the ranked eligible lists resulting from this examination will be Rule of Ten Scores. 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 of 12 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.


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:

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: October 10, 2019
Amended: October 16, 2019 to reflect a change in the Selection Procedure Weights
Reissued: November 19, 2019 to amend the Selection Procedure for informational purposes only.

Micki Callahan, Human Resources Director
Department of Human Resources
Recruitment ID: PBT-1823-100611
GSA - AI (415) 554-6107


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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