Human Services Agency Senior Eligibility Worker (2905) (X00089)

Exam Type: CBT – This is a Citywide Exam

• Application Opening: January 9, 2025
• Application Deadline: January 30, 2025
• Compensation: $71,422 - $109,616 Yearly https://careers.sf.gov/classifications/?classCode=2905&setId=COMMN
• List ID:  CBT–2905–X00089; REF48537L

San Francisco is a vibrant and dynamic city, on the forefront of economic growth & innovation, urban development, arts & entertainment, as well as social issues & change. This rich tapestry of culture and ideas is sustained by our City's commitment to heighten the quality of life for the diverse population of San Franciscans and residents of the greater Bay Area. Our employees play an important role not only in making our City what it is today, but also in shaping the future of San Francisco.

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, 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 general supervision, eligibility workers serve clients from diverse cultural and socio-economic backgrounds by reviewing and determining initial and continuing eligibility for a variety of human services programs. Positions in this classification are responsible for carrying out rules and regulations pertaining to various social service programs and explaining them to clients and the general public.

ESSENTIAL DUTIES:

1. Scheduling and interviewing clients by telephone or in person in various locations (e.g. offices, client’s home, hospitals, 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’s budget to determine eligibility.

3. Applying legal criteria to determine eligibility; providing recommendations regarding financial eligibility for assistance programs; determining eligibility and grant amount; 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. Reviewing and confirming statements and information received from applicants to identify and resolve discrepancies.

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

7. Reviewing cases with supervisor to assess the quality of the eligibility determination process.

8. Composing and preparing correspondence addressed to clients, client’s references, and State agencies.

9. Answering questions and providing information to clients and the general public.

10. Referring potential and current clients to a variety of social work services and specialists as needed.

11. Gathering data and forwarding to analysts for report preparation.

12. Identifying and correcting discrepancies when assigned to some programs.

13. Collaborating with other units or programs to resolve issues or obtain information to complete assignments.

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 to start employment on a date determined by the Agency.  In addition to online/remote training sessions, the Induction Training may take place at various Human Services Agency buildings located in different parts City.  Training will be held Monday through Friday from 8:00AM to 5:00PM.

The Induction Training is designed to provide new eligibility workers with fundamental information and guidelines to determine eligibility benefits, mathematical skills to perform calculations of income and potential benefits, reading and comprehension skills, skills to interpret and apply local, State and Federal laws and ordinances to aide in the determination of public benefit programs, and program and benefits information to explain eligibility guidelines to applicants, clients and to the general public.  New employees MUST successfully complete the Induction Training as a condition of employment.  Failure to successfully complete the Induction Training will be grounds for dismissal.

In addition, new eligibility workers will also participate in the job training during which real world application of training fundamentals will be applied.

Education:

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

OR

Experience:

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.

Substitution:

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.

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

Applicants who meet the minimum qualifications are not guaranteed to advance through all of the steps in the selection process.

Verification of Education and 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 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 who meet the minimum qualifications will be invited to take a remote multiple-choice exam. The exam is designed to measure essential knowledge, skills, and abilities in job-related areas which may include, but not limited to: ability to establish rapport and maintain effective and cooperative working relationships with peers and other city departments; ability to deal with the general public courteously and efficiently, and to effectively work with others; ability to interview clients under difficult circumstances; ability to respond to and handle difficult situations; ability to communicate written information in a clear and concise manner to clients and staff; ability to read, review and evaluate written information; ability to file, prepare, organize and maintain records; ability to use mathematical formulas; ability to comprehend and interpret written information; knowledge and ability to interpret policies, rules and procedures; ability to maintain confidentiality and be dependable; ability to empathize; and interpersonal and customer service skills.

This computer-administered test can be taken at home or at a time and location of one’s convenience, but only within the time period specified on the test notification. Candidates must have access to a computer and reliable internet connection to participate in this exam. Candidates without access to a computer should contact the analyst as soon as possible for accommodation.

The above test component is considered standardized and, therefore, test questions and answers are not available for public inspection or review.

A passing score must be achieved on the Written Multiple-Choice Examination in order to continue in the selection process.

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

Minimum Qualification Supplemental Questionnaire (MQSQ): Candidates will be required to complete a MQSQ as part of the employment application. This MQSQ is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications (MQ) for this position. The MQSQ 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 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. Clerical errors may be corrected by the posting the correction 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. 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.

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, Vanessa Quintano, by telephone at (415) 725-9517 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.