9122 Transit Information Clerk

Recruitment #PBT-9122-066436

Introduction

The following information describes the civil service classification for which applications are being solicited.
Make sure you read the entire announcement before completing the application form.

The purpose of this examination announcement is to establish an eligible list for this classification.

 

This is a Position-Based Test conducted in accordance with CSC Rule 411A.

 

POSITION DESCRIPTION:

Under supervision, provides customer service by responding to inquiries from the general public regarding transit service, programs and other related matters; explains rules, procedures and management policies; reviews and processes data; and performs related duties as required.

 

Examples of Important and Essential Duties:

 

  • Responds to and investigates complaints, commendations and inquiries regarding SFMTA service and tracks these queries through to completion.
  • Reviews daily data regarding customer complaints in the Passenger Service Report database; develops and maintains statistical data and reports.
  • Communicates with customers and departmental personnel; analyzes trends and/or patterns; identifies anomalies in driver reports; provides ongoing accurate information; and performs general administrative clerical activities under general supervision.
  • Represents SFMTA at public meetings.
  • Interacts effectively and positively with customers, the public, and fellow employees in a manner that reflects the agency’s standards for customer service.
  • Provides friendly, professional and timely information to customers and employees regarding data accurately.
  • Reviews content of written and electronic data records to include: manifests; no fare/low pay reports; “no show” reports and Trapeze records.
  • Assists with various transportation-related data collection assignments.
  • Provides technical expertise in assigned work area(s).
  • Performs other duties as assigned.

MINIMUM QUALIFICATIONS:

Two (2) years of verifiable full time experience within the last five years as a telephone switchboard operator, sales clerk, information clerk, receptionist, or similar position involving continuous contact with the general public.

 

DESIRABLE QUALIFICATIONS:

  • Ability to maintain confidentiality and professionalism.
  • Skill in performing tasks quickly and switching between them easily.
  • Ability to interact effectively and courteously with managers, co-workers, associates, customers and others.
  • Ability to navigate computer systems to retrieve information, generate data and distribute reports.
  • Experience with statistical analysis and related tools, manipulating large data sets and spreadsheets.
  • Basic knowledge of programming/scripts as it relates to data management and analysis processes.
  • Excellent communication and organizational skills.
  • Ability to actively listen and express empathy.
  • Demonstrated success with detailed and deadline-oriented tasks.

These desirable qualifications may be considered at the end of the selection process when candidates are referred for hiring.

 

HOW TO APPLY:

City and County of San Francisco employment applications for this position will be accepted through an on-line process only. Mailed, hand delivered or faxed applications will not be accepted. Visit www.jobaps.com/sf to begin the application process.

 

•           Click and select 9122 Transit Information Clerk (PBT-9122-066436)

•           Click on “Apply” and read and acknowledge the information

•           Click on “I am a New User” if you have not previously registered, or on “I have REGISTERED PREVIOUSLY”

•           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 online applications in the lobby of the Department of Human Resources, 1 South Van Ness Avenue, 4th Floor, San Francisco and in the lobby of SFMTA Human Resources office, 1 South Van Ness Avenue, 6th Floor, San Francisco.

 

Applicants may be contacted by e-mail.  It is their responsibility to ensure that their registered e-mail 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).

 

Upon successful submittal of the application online, the applicant will receive a notification on the screen, as well as in the applicant’s e-mail inbox, acknowledging the receipt of the application by the SFMTA - Merit Section.  If you are having difficulty submitting your application online, please contact us at 415.701.5046 or 415.701.4441 between 8:30 a.m. – 12:00 p.m. and 1:00 p.m. - 4:30 p.m. Monday through Friday or by e-mail at Raymond.Kong@sfmta.com.

 

VERIFICATION:

Applicants may be required to submit verification of qualifying experience, education, and driver license at any point in the application, examination and/or departmental selection process. Written verification (proof) of qualifying experience must verify that the applicant meets the minimum qualifications stated on the examination announcement. Written verification must be submitted on employer’s official letterhead, specifying name of employee, dates of employment, types of employment (part-time/full-time), job title(s), description of duties performed, and the verification must be signed by the employer. City employees will receive credit for the duties of the class to which they are appointed. Credit for experience obtained outside of the employee’s class will be allowed only if recorded in accordance with the provisions of the Civil Service Commission Rules. Experience claimed in self-employment must be supported by documents verifying income, earnings, business license and experience comparable to the minimum qualifications of the position. Copies of income tax papers or other documents listing occupations and total earnings must be submitted. If education verification is required, 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.

 

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 PROCEDURE:

Written Multiple-Choice Examination: (Weight: 100%)

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: problem-solving ability, customer service ability, and written communication ability.

 

This is a standardized examination and, therefore, test questions and test answers are not available for public inspection or review.

 

For your reference, a Multiple-Choice Test Preparation Manual is available on the DHR website: http://www.sfdhr.org/modules/showdocument.aspx?documentid=18426.

 

CERTIFICATION RULE:

The certification rule used for the eligible list resulting from this selection process will be the Rule of Ten Scores.  The hiring department may conduct additional selection processes to make final hiring decisions.

 

ELIGIBLE LIST:

The eligible list resulting from this examination is subject to change after adoption (e.g., as a result of appeals), as directed by the Director of Transportation or the Civil Service Commission.

 

The duration of the eligible list resulting from this examination process will be 12 months, and may be extended with the approval of the Director of Transportation.

 

Upon approval of the Director of Transportation (see Civil Service Rule 411A.27.5), the eligible list 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 http://www.sfdhr.org/Modules/ShowDocument.aspx?documentID=21246. Search that document by title or job code to see which departments use the classification.

 

NOTES:

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.

 

Qualified applicants with disabilities requiring reasonable accommodation in the selection process must contact the SFMTA by phone at 415.701.5046, 415.701.4441 or 415.701.5043 (TTY); or in writing to: SFMTA Human Resources, Merit Section, 1 South Van Ness, 6th Floor, San Francisco, CA 94103.  For further information, contact 415.701.5046 or 415.701.4441.

 

Reasonable Accommodation Request:

Information on requesting reasonable accommodation for persons with disabilities can be found at: http://www.sfdhr.org/index.aspx?page=20#applicantswithdisabilities

 

Veteran’s Preference:

Information regarding requests for veterans preference can be found at:

http://www.sfdhr.org/index.aspx?page=20#veteranspreference

 

Position Based Testing:

http://www.sfdhr.org/index.aspx?page=20#positionbasedtesting

 

General Information concerning San Francisco Municipal Transportation Agency Employment Policies and Procedures:

Employment Information for the San Francisco Municipal Transportation Agency can be obtained at http://www.sfdhr.org/index.aspx?page=20, or hard copy at 1 South Van Ness Avenue, 6th Floor. This information, including information regarding appeals of the terms of this announcement, is part of the terms of all announcements.

 

Terms of Announcement and Appeal Rights

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 411A.36.1.  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 reasons(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. Information concerning other Civil Service Commission Rules involving announcements, applications and examination policies, including applicant appeal rights, can be found on the Civil Service Commission website at http://sfgov.org/civilservice/rules.

 

Copies of Application Documents:

Applicants are encouraged to keep copies of all documents submitted.  Submitted documents become a permanent part of the exam records and will not be returned.  The hiring department may require applicants to submit the same documents and/or additional documents at a later date.

 

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.

 

Women, Minorities, and Persons with Disabilities are encouraged to apply

An Equal Opportunity Employer

 

Exam Type:  Entrance

Issued: February 12, 2016

Edward D. Reiskin

Director of Transportation

San Francisco Municipal Transportation Agency

Recruitment ID Number: 066436

MTA/RK: 415.701.5046

MTA/AK: 415.701.4441

 

 

 

Conviction History

As a finalist 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 finalist. 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 applying 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 applying 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 selected as a finalist, 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.

Benefits

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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