Skip to content
 
SF Careers Logo with City Seal
 
 

Career Opportunity

Program Support Manager – Program Support Operations – Human Services Agency (0922) (136290)

Recruitment: RTF0136289-01071557

Published: July 18, 2023

Contact:

Josephus Cassell - Josephus.Cassell@sfgov.org

Apply using SmartRecruiters, the City and County of San Francisco's application portal.

Share

Department: Human Services Agency
Job class: 0922-Manager I
Starting salary range: $131,924.00 - $168,454.00 (Range A)
Role type: Permanent Civil Service What does this mean?
Hours: Full-time
Exam type: Position Based Test
Rule: Rule of the List
List type: Entrance
 

About:

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

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, 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.

Role description

Under administrative direction, the Program Support Operations Manager oversees a section consisting of over 60 city employees who work in one of the following areas of operation: Records Management (RM) and Reception Operation (RO). Record Management supports the Economic Support and Self-Sufficiency (ESSS) Division, Family and Children Services (FCS), and the Department of Adult and Aging Services (DAAS) by performing index clearance on all applicants to programs administered by the San Francisco Human Services Agency (SFHSA). Programs supported in ESSS include CaIWORKs, CalFresh, County Adult Assistance Programs (CAAP), and Medi-Cal. Reception Operation at the agency's 1235 Mission site receives and screens CalFresh, CAAP, and Medi-Cal applications while the one at 1440 Harrison receives and screens CalFresh and Medi-Cal applications.

ESSENTIAL TASK AND 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.

  1. Manage the assigned section comprised of the Records Management (RM) and Reception Operation (RO) units. Create a positive work environment in assigned section by promoting the agency's vision, mission, and core values.
  2. Participate in the recruitment and selection of staff. Establish performance standards for staff and the assigned section as a whole. Complete employee performance appraisals in a timely manner. Enforce agency policies and procedures. Direct the allocation of staff to timely achieve outcomes and measurable goals. 
  3. Ensure that all staff members are cross-trained creating flexibility in assigned section to provide timely and high quality service to clients and programs supported. Provide staff members the tools and training needed to perform their job functions satisfactorily.
  4. Monitor the work of and provide coaching to staff members to improve performance when necessary. Recommend opportunities that will allow staff members to develop competencies outside of their job responsibilities. 
  5. Work collaboratively with supported programs to plan and implement projects involving assigned section. Work with the agency's IT staff and/or outside vendors in requirements gathering, development, design, testing, enhancement, and implementation of systems used by staff members. 
  6. Conduct comprehensive analysis on a wide variety of program regulations, rules, and policies and establish their impacts to assigned section. Based on analysis, implement and document new policies and procedures as necessary. Conduct survey, perform research, complete statistical analysis, and prepare related reports. 
  7. Participate in budget development and coordinate budget preparation for assigned section. Monitor workload to establish appropriate level of staffing.
  8. Recommend initiatives that promote the vision and mission of the agency and establish funding needs to implement such initiatives. Identify equipment, materials, and supplies needed to support operational objectives and estimate corresponding budgetary needs.

How to qualify

  1. Education: Possession of a Bachelor’s degree from an accredited college or university;  AND
  2. Experience:  Three (3) years of full-time, professional experience in a social services agency supporting a variety of programs that administer welfare benefits to families, adults, and children.

Substitution: Applicants may substitute up to two (2) years of the educational requirement (MQ# 1) with additional qualifying experience as describe in MQ# 2 on a year to year basis. One year (2000 hours) of additional qualifying experience will be considered equivalent to 30 semester units/45 quarter units.

Desirable Qualifications:

  • Two (2) years of supervisory experience in a human services agency or similar entity
  • Verifiable experience on business process analysis and re-engineering

Applicants must meet the minimum qualification requirement by the final filing date 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 

Supplemental Questionnaire: (Weight: 100%)

Candidates will be prompted to complete a supplemental questionnaire as part of the online employment application. The Supplemental Questionnaire is designed to measure an applicant's relative knowledge, skills and abilities in job-related areas identified as critical for successful performance. These may include but are not limited to: knowledge of social services program design, ability to supervise staff in said capacity; ability to develop and implement policies, systems, programs and procedures; ability to identify, analyze and report upon activities, issues, and problems and recommend appropriate solutions; ability to establish and maintain effective working relationships; ability to supervise, train, and coordinate staff; written communication ability; knowledge of benefits and services offered by public welfare agencies. All responses to the Supplemental Questionnaire are subject to verification and should be consistent with the information provided in your application. Candidate scores on this examination may also be applied to other announcements involving other job titles, when directed by the Human Resources Director.

Passing scores must be achieved on the Supplemental Questionnaire in order to continue in the selection process.

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

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.

What else should I know?

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 six (6) months and may be extended with the approval of the Human Resources Director.

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 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:

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. 

Exam Analyst Information: If you have any questions regarding this recruitment or application process, please contact the exam analyst Josephus Cassell by telephone (415) 439-3410 or by email at josephus.cassell@sfgov.org. 

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

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.