Shelter Service Representative- Office of the City Administrator-1434-[135414]

The San Francisco Department of Animal Care & Control (SFACC) is a taxpayer-funded, open-admission animal shelter. Since 1989, SFACC has provided housing, care, and medical treatment to wild, exotic and domestic stray, lost, abandoned, sick, injured, and surrendered animals. SFACC’s doors are open to all animals in need regardless of species, medical, or behavioral condition.

The shelter also enforces all state and local Animal Control and Welfare laws and is the first responder for animals in natural disasters and citizen emergencies.

• SFACC shelters homeless, neglected, and abused animals and provide humane education and many other services to the community.

• SFACC is the local agency that investigates animal cruelty, enforces animal welfare laws, rescues injured and orphaned wildlife and birds, and aids domestic animals in distress.

• SFACC aims to adopt, re-home, or reunite domestic animals with their guardians and to release wildlife to their native habitat.

This is a Position-Based Test conducted in accordance with CSC Rule 111A

Specific information regarding this recruitment process are listed below:

• Application Opening: July 14, 2023

• Application Deadline: July 21, 2023

• Compensation Range: $62,686.00 to $79,976.00

• Recruitment ID: #135414

Work Location: Animal Care & Control, 1419 Bryant Street, Front Desk.

Working Hours: 5 days/week and shifting schedule, including holidays and weekends.

1. Courteously and effectively provides animal care and control services, information and assistance to the public, both in person and by telephone; resolves issues from the public, often under stressful conditions due to the emergent nature of the work.

2. Educates the public about animal issues and responsible pet ownership and promotes a humane and caring attitude towards animals; provides information on pet adoption, spay and neuter services, pet training and other animal-related services; promotes good public relations; provides information on opportunities for volunteer work and donations.

3. Clearly and accurately explains state and local laws and ordinances, departmental policies and procedures, and information regarding pet ownership, licensing, adoption, redemption, surrender and/or other animal-related issues to members of the public.

4. Assists the public to surrender, redeem and adopt animals in accordance with animal control laws and departmental procedures; collects information about animals and persons in accordance with animal control laws and departmental procedures; interviews potential adopters regarding animal adoptions and makes decisions about suitability of prospective adopters; demands independent judgment to follow-up on securing required or additional information, and reunite lost and found animals with their owners or place with a suitable new home.

5. Handles animals humanely and safely; transports animals and wildlife to adoption events, for veterinary care and treatment, and to other animal shelters, humane societies or wildlife centers; may perform a variety of errands and delivery of lab specimens, animals and documents.

6. Records transactions at the animal shelter, including narrative reports of public interactions and contacts; processes a variety of forms; documents information regarding the impoundment, condition, release and/or adoption of animals; produces and maintains accurate records regarding animal shelter office activities; uses a computer to access information in the shelter database, enter and update data, and print out documents, receipts and reports; reconciles invoices for charges to the department.

7. Collect and process information necessary to follow-up and enforce the City’s dog licensing program; issues dog licenses and citations for violations of animal control law.

8. Collects fees, produces receipts, makes change and balances daily receipts.

9. Receives, records and relays requests for routine and emergency services from the public to appropriate personnel or division; using a two-way radio in accordance with FCC rules, communicates with personnel in the field.

10. Ensures cleanliness and neatness of work area.

11. Performs related duties as assigned.

MINIMUM QUALIFICATIONS

Experience: Six [6] months experience providing customer services and information in an animal care and control operation or a related animal welfare/protection facility.

OR

Two [2] years experience as a customer service representative in an office or facility with heavy face-to-face public contact.

Note(s):

• One-year full-time employment is considered equivalent to 2000 hours (2000 hours of qualifying work experience is based on a 40hour 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.

• A valid out-of-state driver’s license is acceptable during the application process. A valid California driver's license must be obtained prior to appointment and maintained throughout employment.

• Applicants must meet minimum qualification requirements by the final filing date unless otherwise noted.

• Employees for the City and County of San Francisco may submit performance evaluations showing duties performed to verify qualifying City experience. City employees will receive credit for the duties of the class to which appointed. Credit for experience obtained outside of the employee's class will be allowed only if recorded in accordance with the provisions of Civil Service Commission Rules.

Verification:
“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.

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 PROCEDURE/EXAMINATION REQUIREMENTS
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. It is very important that you complete and submit this questionnaire by the deadline. Incomplete or late submittals may result in your disqualification from further consideration.

Written Examination (Weight 100%):
Candidates deemed to meet the minimum qualifications will be invited to participate in a Supplemental Questionnaire designed to measure their relative knowledge, skills and abilities in job-related areas, which may include, but not be limited to: Knowledge of standard office and customer service practices and procedures; ability deal courteously and effectively with staff, volunteers and members of the public from a variety of cultural and socioeconomic backgrounds, including individuals who may be angry, hostile or distraught; handle problems and respond appropriately to requests for service; use good judgment and maintain composure in difficult and/or sensitive situations; respect right of privacy, maintain confidentiality and exercise tact and sensitivity; evaluate information and make routine decisions in accordance with departmental policies and procedures; effectively prioritize tasks for completion within an established timeframe; maintain effective, cooperative and professional working relationships; speak clearly and effectively in order to communicate work-related information; listen and elicit information; prepare and maintain clear and accurate records and files; make basic arithmetic computations, operate a cash register, accurately handle money and reconcile receipts; learn animal shelter procedures and laws and regulations governing the licensing, quarantining, impounding, care and control of animals; learn the use of the department’s computer system to access, input and retrieve work-related information; learn to operate radio equipment in conformance with FCC regulations; learn basic animal handling techniques and the characteristics of different species and breeds of animals.

A passing score must be achieved on the written examination in order to be ranked on the eligible list.

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 6 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-2022-23.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.sf.gov.

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.

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.sf.gov and begin the application process.

• Select the “Apply Now” button or 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.

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

Exam Analyst Information: If you have any questions regarding this recruitment or application process, please contact the exam analyst at Gina.Lapez@sfgov.org -PBT-1434–135414 [Entrance].

CONDITION OF EMPLOYMENT: All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

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.