Career Opportunity

Principal Permit and Citation Clerk - San Francisco Municipal Transportation Agency (9508) - (T00106)

Recruitment: REF39789Y

Published: April 02, 2024

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About:

This is a San Francisco Municipal Transportation Agency Class Based Test.

The SFMTA, a department of the City and County of San Francisco, oversees Muni (the historic Municipal Railway), parking and traffic, bicycling, walking and taxis. Over one million people get around San Francisco and rely on us to ensure safe and reliable travel.

Our Vision: Excellent transportation choices for San Francisco.
Our Mission: We connect San Francisco through a safe, equitable, and sustainable transportation system.

Application Opening: Tuesday, April 2, 2024
Deadline to Apply: Monday, April 15, 2024
Compensation Range: $93,366-$113,490/year (For more information, click here.)
Recruitment ID: CBT-9508-T00106

Role description

Under direction, supervises the activities of clerical staff engaged in the collection and processing of payments for parking citations, transit fare evasion citations and other transit-related citations, issuing residential parking permits, sales for transit or parking related products, and administrative review of protests of citations; and performs highly responsible and difficult clerical work requiring extensive knowledge of Citation/RPP/Customer Service Division functions.

Supervision Exercised:
Supervises subordinate clerical staff.

Examples of Important and Essential Duties:
According to Civil Service Commission Rule 409, the duties specified below are representative of the range of duties assigned to this job code and are not intended to be an inclusive list:

1. Supervises various units including: Residential Parking Permits, Citations/Customer Service, Administrative Review, Mail Unit, Phone Unit and sales of Clipper cards and other SFMTA fare media to ensure that all activities are completed in compliance with the applicable laws, codes, policies and procedures.
2. Supervises the collection and processing of payments related to permits and citations; collects payments when necessary; processes checks, including large batches, credit card or debit card payments according to department procedure; issues receipts for payments received; prepares related reconciliation reports.
3. Supervises the interpretation and explanation of existing laws, regulations and policies; interprets and explains existing state and local laws, regulations and administrative policies governing the activities of the Citations/RPP/Customer Service Division to the general public and other City personnel.
4. Researches and reviews customer citation problems, provides detailed analysis of difficult and complex customer citation problems, determines appropriate action(s), and clearly explains options to the customer.  Determines eligibility for community service program and other applicable programs; provides information and necessary forms to eligible customers; processes contracts for community service program and other applicable programs; determines appropriate course of action regarding failed contracts.
5. Disseminates information and responds to routine and non-routine inquiries by communicating effectively, in written and oral form, with the public; responds to a variety of complex inquiries via telephone, email and in-person, and when appropriate, routes to appropriate department(s) or individual(s); resolves the most complex customer issues; schedules customers for Administrative Hearings; presents and provides recommendations for unresolved issues to management.
6. Supervises the process of updating and maintaining files.  Reviews and checks customer account history and documents for completeness, accuracy and eligibility.  Performs data entry to update customer account history in computer database; enters appropriate notations in customer file.
7. Supervises the process of filing, maintaining, retrieving and retaining documents and records; files, maintains, and retrieves electronic and paper documents and correspondence; ensures compliance with record retention guidelines.
8. Provides supervision, training, and discipline to staff as needed.  Determines appropriate staffing throughout the day, assigns work to staff, rotates staff as appropriate.  Reviews work of staff; prepares staff performance evaluations.  Motivates staff.
9. Monitors the overall operation of the unit; reviews with management, areas that need modification; provides recommendations for process improvement; and implements recommendations for process improvement.
10. Prepares, reviews and edits written correspondence, including letters, memos, policy bulletins, emails, etc., for internal and external customers as required.  Performs analyses and generates reports for use by management and other staff.
11. Performs related duties and responsibilities as assigned.

Nature of Work: requires frequent keyboarding, standing and/or sitting for long periods of time, multitasking at a counter, getting up and down, using a variety of equipment; long periods of talking with customers in person or on the phone; and bending, twisting and turning.

How to qualify

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification. Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement.

Experience:
Three (3) years of fulltime verifiable difficult and responsible clerical experience, equivalent to that of a 9506 Senior Permit and Citation Clerk, responding to complex questions and inquiries/complaints from the public, resolving day-to-day problems encountered by other staff, and preparing letters, memos, and reports.  Eighteen (18) months of the above experience (within the last five (5) years) must have included handling cash and receiving large batches of money, processing checks, and credit/debit card payments, applying payments to appropriate customer accounts and reconciling daily collections.

Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted. One year of full-time employment is equivalent to 2000 hours. (2000 hours of qualifying work experience is based on a 40-hour work week.) Any overtime hours that you work above forty (40) hours per week are not included in the automatic calculation to determine full-time employment.

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 here.

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 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.

Exam Components: (General Exam Process Information)
Written Multiple-Choice Examination (Weight - 100%)
Candidates deemed eligible and admitted to the examination process will be invited to participate in a written multiple-choice test designed to measure knowledge, skills and abilities in job-related areas that may include but not be limited to: knowledge of cash handling methods; laws, regulations and policies and procedures relating to processing of Permits and Citations, mathematic ability; problem-solving ability; and interpersonal ability.

This is a standardized examination and, therefore, test questions and test answers are not available for public inspection or review. For your reference, a Multiple-Choice Test Preparation Manual is available on the DHR Website.

What else should I know?

Eligibility 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 Director of Transportation or the Civil Service Commission.

The duration of the eligible list resulting from this examination process will be 24 months and may be extended with the approval of the Director of Transportation.

Terms of Announcement:
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 Careers with Purpose | City and County of San Francisco (sf.gov)]

The terms of this announcement may be appealed under Civil Service Rule 410.4. Such appeals must be submitted in writing to the San Francisco Municipal Transportation Agency ATTN: Human Resources Examinations and Classification Unit, 1 S Van Ness Avenue, 6th 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 Civil Service Commission | San Francisco (sf.gov)

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
• Seniority Credit in Promotional Exams
• Right to Work
• Copies of Application Documents
• SFMTA Employee Wellness Program 
• Diversity Statement

How to Apply:
Applications for City and County of San Francisco jobs are only accepted through an online process.

1. Visit https://careers.sf.gov/
2. Type “9508” into the "Search by class or keyword" field
3. Click the link to open the job ad
4. Select the “Apply Now" 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 the Exam Process, please contact the exam analyst, Susan.Lee@sfmta.com. SL I CBT-9508-T00106 I CPE

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.