Eligibility Worker Supervisor– San Francisco Human Services Agency (2907) (X00073)

THIS IS A CITYWIDE EXAM

This is a Classification-Based Test conducted in accordance with CSC Rule 111.

• Application Opening – September 12, 2024
• Application Deadline – September 25, 2024
• Compensation: $100,464.00-$122,096.00 Yearly; https://careers.sf.gov/classifications/?classCode=2907&setId=COMMN
• List ID: CBT-2907-X00073; REF44004W

WHO WE ARE

At the San Francisco Human Services Agency, we believe in a San Francisco where everyone has the opportunity and support to achieve their full potential.  We are comprised of the Department of Benefits and Family Support, and the Department of Disability and Aging Services (DAS), and are united by our commitment to deliver essential services that support and protect people, families, and communities.

From financial, nutritional and employment support to child and adult protective services, health care coverage, affordable childcare, and in-home services for older adults and persons with disabilities, our team lends support for all in need.

OUR COMMITMENT TO RACIAL EQUITY

As we work towards our vision of an inclusive San Francisco, we embrace our responsibility to root out systemic racism by creating services and a workforce which reflect the lived experiences and strengths of the people we serve. We are committed to fostering a work environment where our differences are celebrated and everyone has what they need to thrive--no matter their race, age, ability, gender, sexual orientation, ethnicity, or country of origin. Click here to learn more about what this commitment looks like in action.

Under direction, incumbents supervise, assign, review and participate in the work of a unit responsible for the review and determination of initial and continuing client eligibility for a variety of public assistance programs and perform a variety of technical tasks relative to the assigned area of responsibility.

Essential Duties:

According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job class and are not intended to be an inclusive list; may include additional duties as assigned.

1. Plan, prioritize, assign, supervise, support, and review the work of a unit involved in a public assistance program area, including monitoring service centers and working in a hybrid environment. Ensure effective review and determination of initial and ongoing client eligibility for various public assistance programs while providing guidance and oversight to the team. Work with employees to correct errors; mentor staff and implement discipline procedures.  

2. Recommend and assist in the implementation of goals and objectives; establish schedules and methods for providing services; implement policies and procedures.  

3. Evaluate operations and activities of assigned responsibilities; recommend improvements and modifications; prepare various reports on operations and activities.  

4. Answer questions and provide information to the team and the public; investigate complaints and recommend corrective action as necessary to resolve complaints.  

5. Review and evaluate staff work in determining financial eligibility for assistance programs; verify eligibility and financial assistance levels according to established policies and procedures; review completed cases with respect to eligibility factors, budget computations, changes in grant and terminations of grant; recommend corrective action when required; ensure that case records are in compliance and adhere to federal and state guidelines.

6. Review and interpret administrative letters, memos and manual revisions with staff; investigate and respond to reports of program misuse; ensure accurate interpretation of All County Letters (ACLs) and a comprehensive understanding of federal and state regulations, policies, and guidelines to effectively implement and provide training to staff.

7. Explain eligibility programs, qualification standards, policies and procedures to clients; assist clients in completion of applications, forms, and reports when necessary; review and evaluate applications for completeness and accuracy; when necessary prepare client budget to determine eligibility.  

8. Apply legal criteria to determine eligibility; provide recommendations regarding financial eligibility for assistance programs; determine eligibility and grant amount according to established policies and procedures; review and determine re-certification.  

9. Prepare case records related to client eligibility information and financial assistance received; update case records; submit required reports.  

10. Investigate statements and information received from a client through the use of telephone or written verifications.  

11. Investigate and resolve client problems involving non-receipt of benefits.  

12. Compose and prepare correspondence to applicants, references, and State agencies with accuracy and attention to detail, ensuring that all communications are clear and effectively convey necessary information.  

13. Gather, interpret, and manage statistical data to maintain data accuracy and integrity.

14. Coordinate transfers of clients between counties; inform clients of procedures and necessary reports.  

15. Refer clients in need of casework services to members of social service staff; may provide limited referrals to resources within the community on matters related to income maintenance; refer a client to appropriate agencies according to established procedures.

16. Participate in the selection of unit staff.

Experience: Three (3) years (6,000 hours) of experience in a social service agency or other public or private agency making initial and continuing eligibility determinations for customers applying to receive assistance from social welfare programs or community services, such as unemployment or veterans benefits; social security; financial assistance; eligibility for health, counseling or social services; or public housing.

Applicants must meet the Minimum Qualifications requirements by the filing deadline 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 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.

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.

Resumes will not be accepted in lieu of a completed City and County of San Francisco application.

Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

Selection Procedures

Multiple Choice Examination (Weight –100%):

Candidates deemed eligible will be invited to participate in the examination process. These candidates will be administered a written multiple-choice test designed to measure knowledge, skills and/or abilities in job-related areas which may include but are not limited to:

• Ability to promote and maintain professional cooperative working relationships
• Ability to respond to the needs of clients
• Knowledge of standard office procedures
• Ability to use office machines, equipment, and computer systems
• Knowledge of basic mathematics
• Written communication ability

This is a standardized examination and therefore, in accordance with Civil Service Rule 111.11.4, inspection privileges do not apply to the questions and answers of this examination.

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

After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following:

Minimum Qualifications Supplemental Questionnaire (Weight: Qualifying):

Candidates 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.

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.

To find Departments which use this classification, please see:

https://sfdhr.org/sites/default/files/documents/Forms-Documents/Position-Counts-by-Job-Codes-and-Department-FY-2023-24.pdf.

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. [Note: The correction of clerical errors in an announcement may be posted on the Department of Human Resources website at https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/ .] The terms of this announcement may be appealed under Civil Service Rule 110.4. Such appeals must be submitted in writing to the Department of Human Resources, 1 S Van Ness Avenue, 4th Floor, San Francisco, CA 94103-5413 by close of business on the 5th business day following the issuance date of this examination announcement. 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.

Additional Information Regarding Employment with the City and County of San Francisco

• Information About The Hiring Process
• Conviction History
• Employee Benefits Overview  
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Veterans Preference
• Right to Work
• Copies of Application Documents
• Diversity Statement

How to Apply

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/ and begin the application process.

• Select the “I’m Interested” button and follow instructions on the screen 

Applicants may be contacted by email about this recruitment 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, @famsf.org, @ccsf.edu, @smartalerts.info, and @smartrecruiters.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.

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Valerie Tieu, by telephone at (415) 557-5031 or by email at [email protected]. 

All of your information will be kept confidential according to EEO guidelines.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.