2905 Senior Eligibility Worker - Human Services Agency

Recruitment #TPV-2905-098925


Appointment Type

Temporary Provisional (TPV) A provisional appointee must participate and be successful in a Civil Service Examination process for this classification and be selected through an open competitive process in order to be considered for a permanent appointment. Provisional appointments may not exceed three (3) years.  

This position requires the ability to speak, read and write Russian.  

With a staff of approximately 2,400 employees, San Francisco’s Human Services Agency (HSA) is the central resource which 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.

We provide a safety net for individuals and families by offering income support, community-based living support, 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 general supervision, incumbents perform a variety of technical duties in the review and determination of initial and continuing client eligibility determinations for public assistance programs in a variety of human services programs, and to provide required services to clients from diverse cultural and socio-economic backgrounds.  Positions in this classification are responsible for carrying out well-defined rules and regulations pertaining to various categorical aid programs and explaining them to applicants and the general public.  Positions in this class have regular contact with clients, their relatives, other city departments, representatives of outside agencies and the general public.

Essential Duties and Responsibilities

1.      Scheduling and interviewing clients by telephone, in the offices of the Department of Social Services, in the client’s home, or in hospitals and various institutions to determine new or continuing program eligibility.

2.      Explaining eligibility programs, qualification standards, policy and procedure to clients; assisting clients in completion of applications, forms and reports when necessary; reviewing and evaluating applications for completeness and accuracy; preparing client budget to determine eligibility.

3.      Applying legal criteria to determine eligibility; providing recommendations regarding financial eligibility for assistance programs; determining eligibility and grant amount according to established policies and procedures as governed by State and/or Federal rules and regulations; reviewing and determining re-certification.

4.      Preparing case records related to client eligibility information and financial assistance received; updating case records; submitting required reports.

5.      Investigating statements and information received from applicant through the use of telephone or written verifications.

6.      Investigating and resolving client problems involving non-receipt of benefits.

7.      Reviewing cases with supervisor in assessing the quality of the eligibility determination process and procedure.

8.      Composing and preparing correspondence to clients, references, and State agencies; gathering statistical data and preparing reports as required.

9.      Answering questions and providing information to clients and the general public regarding assigned program area.

10.   Referring clients in need of case work services to members of social service staff; may be responsible for providing limited referrals to resources within the community on matters related to income maintenance; referring clients to appropriate agencies according to establish procedures.  

Our Clients

The Human Services Agency strives to connect people to services that build well-being in our communities. We work with diverse populations which reflect the makeup of San Francisco’s residents – different races, cultural backgrounds, genders, socioeconomic statuses, ages, and religions.  Senior Eligibility Workers are an integral part of our front line workers who help low-income individuals, children and families, older adults, and adults with disabilities apply for services and public benefits such as cash assistance, food and nutritional support, health insurance, employment training, home care, and child care. 

The Job

Eligibility workers help people enroll or stay enrolled in public assistance programs such as CalFresh, Medi-Cal, CalWORKs, and general assistance.  These programs are vital to people who are in temporary need of assistance by providing benefits such as food, health care, and cash assistance.  Eligibility workers have a challenging yet rewarding job of helping people who are at their most vulnerable get help in becoming self-sufficient again.  Working in call center or service center environments, eligibility workers may be in one or more locations throughout the City. 

Eligibility workers spend a lot of time acquiring information from clients.  This includes reviewing documents, and talking to and interviewing clients.  Much of this information is sensitive and confidential, and needed to obtain or maintain eligibility.  The information is entered into a computer program or used to fill out forms.

Using technology to access necessary tools, eligibility workers need to be comfortable and adept working on computers, navigating the inter- and intranet, and manipulating computer programs.  Working with clients over the phone is also a large part of the job.

Rules and regulations change often when it comes to eligibility determination.  Eligibility workers need to keep up to date with new rules and regulations, and know when to incorporate those changes to their everyday work.

There are many knowledge, skills and abilities required to become an eligibility worker; they include customer service, computer skills, time management skills, the ability to learn, flexibility, and good math skills among others.

Minimum Qualifications


Sixty (60) semester units or ninety (90) quarter units from an accredited college or university; OR


1. Two (2) years of clerical work experience which includes the following: use of computer applications to input and retrieve information; regular public contact to provide assistance or acquire detailed personal or confidential information; and interpreting and applying rules, regulations and policies; OR

2. One (1) year of experience determining eligibility for health and/or social services programs, loans, financial assistance, unemployment or veterans benefits.


Thirty (30) semester units or forty-five (45) quarter units from an accredited college or university may substitute for one (1) year of the work experience under experience requirement number #1.

Special Condition Language Requirement

This position requires proficiency in speaking, reading and writing Russian.    

Applicants must meet the Minimum Qualification requirements by the final filing date unless otherwise noted.


Verification of Experience and/or Education

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 http://sfdhr.org/index.aspx?page=456


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.

Condition of Employment: Induction Training

As a condition of employment to 2905 HSA Senior Eligibility Worker position(s), applicants will be required to participate in paid Induction Training which may last up to six (6) months.  Applicants offered positions in this class must be available on a start date determined by the Agency. 

The Induction Training may take place at various Human Services Agency locations throughout the City.  Training will be held Monday through Friday from 8:00AM to 5:00PM. The Induction Training is designed to prepare and provide incumbents with information and guidelines on how to determine eligibility benefits and mathematical calculations; reading and reading comprehension; interpret and apply local, State and Federal laws and ordinances to various Human Services Agency public benefit programs for applicants and/or clients; and explain basic program information and services to applicants, clients and to the general public.

Applicants/Incumbents MUST successfully complete the Induction Training before appointment to permanent positions.  Failure to successfully complete the Induction Training will be grounds for dismissal.

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 (TPV-2905-098925)

· 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(s) from CCSF are not blocked on their computer by a spam filter.  To prevent blocking, applicants should set up their email to accept CCSF mail from the @sfgov.com address.  

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.  

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: Carmen.Lewis@sfgov.org.

Selection Plan

Application Review

Selection Procedures

The selection process will include evaluation of applications in relation to minimum requirements and assessment of candidates’ job-related knowledge, skills and abilities in an oral interview, which may include a written or performance exercise.  

Depending on the number of applicants, the Department may establish and implement additional screening mechanisms to comparatively evaluate qualifications of candidates. If this becomes necessary, only those applicants whose qualifications most closely meet the needs of the Department will be invited to continue in the selection process. Applicants meeting the minimum requirements are not guaranteed advancement in the selection process.  

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

Driver’s License requirement

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

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.  

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  

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: Temporary Provisional (TPV)

Issued:  August 20, 2019

Micki Callahan Human Resources Director

Department of Human Resources

Recruitment ID Number: TPV-2905-098925

HSA/CKL /415.554.5241    



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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