Career Opportunity

Collections Supervisor – Administrative Services/Investigations Unit - Human Services Agency (4310) (117693)

Recruitment: RTF0117692-01117755

Published: June 15, 2022

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

About:

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

• Application Opening – June 16, 2022
• Application Deadline – June 30, 2022
• Compensation: $89,752 - $120,198 Annually
• Classification Specification: https://citidex.sfgov.org/cgi-bin/dhr/findClass.cgi?class=4310&title=&salaryRange=&exempt=&fifthStepEntry=&unionOnly=
• List ID: PBT-4310-117693; RTF0117692-01117755

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

The Collection Services Unit of the Investigations Division is responsible for the fiscal accounting and recovery of benefit overpayments, civil fraud and abuse, and criminal restitution in social service, in-home support service, and foster care programs. The 4310 Collections Supervisor reports to the Collection Services Manager and is responsible for the Operations portion of the Unit, supervising 4308 Senior Collection Officers.  The position works alongside the supervisor responsible for the Administration portion of the Unit and together works to ensure that the Unit fulfills compliance, recovery, and policy objectives in conjunction with our state and federal partners.

Essential Duties and Functions

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.     Performs difficult and complex collection activities in the oversight of agreement negotiation, collection, and accounting of funds from social services and foster care overpayments, and in-home support services wage fraud.

2.    Supervises the planning, assigning, and review of work performed by 4308 Senior Collection Officers.

3.    Uses computerized billing, tracking, and collection systems and methods to report and review for financial, statistical, and operational information.

4.    Performs first-level mediation and resolution of customer inquiries and concerns.

5.    Interprets, implements, and administers existing policies, laws, and regulations as they relate to the collection of welfare overpayments and wage fraud.

6.    Conducts quality assurance reviews of customer accounts; ensures due process notification requirements are met.

7.    Directs and reviews the preparation and mailing of regulatory notices and collection letters.

8.    Reviews accounts to determine proper course of action and resolves complicated collection accounts.

9.    Reviews negotiated payment plans.  Reviews and authorizes settlement agreements.

10.  Plans and organizes work based on daily deadlines and needs, involving the coordination of staff and resources.

11.   Recommends changes in business process and operational policies to Collection Services Manager.

12.  Reviews and recommends staffing needs.

13.  Participates in selection and training of staff.

14.  Coaches staff to meet performance measures and conducts timely performance evaluations.

15.  May represent the Agency in administrative or judicial hearings related to collection activities.

How to qualify

1.     Education: Possession of a bachelor’s degree from an accredited college or university with major coursework in Business Administration, Accounting, Finance, Information Systems, Mathematics, or related field; 

AND 

2.    Experience:

• Three (3) years senior-level work experience in complex billing and collection processing functions. 

Substitution: Additional qualifying experience may substitute for the required degree on a year-for-year basis;

OR

• Three (3) years senior-level clerical experience in customer service or billing and collection in a large utility, public works, government agency, bank, department store, insurance company, credit card company or collections agency.  At least one (1) year of this experience must have been in a supervisory capacity.  Experience must include the use of data processing methods which analyze customer accounts for either the billing and collection activities or in providing, establishing and maintaining customer services.

Substitution: One (1) year of college or university coursework majoring in business or accounting (i.e. a minimum of 30 semester or equivalent units with at least 12 units in major subject area) may be substituted for one year of senior-level, non-supervisory clerical experience.

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

Desirable Qualifications

The stated desirable qualifications may be used to identify job finalists at the end of the selection process when candidates are referred for hiring. 

• Ability to work in a transformational leadership environment.
• Organizational development, lead, and supervision experience.
• Knowledge and experience in government waste, fraud and abuse programs.
• Experience in analyzing and resolving complex issues related to billing and collection of delinquent accounts.
• Experience collaborating and working in a team environment across operational boundaries.
• Experience communicating policy, regulations, and laws to external stakeholders.
• Knowledge of social service benefit program or general government delinquent debt recovery.

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 http://sfdhr.org/index.aspx?page=456

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

Basic Supervisory Examination (Weight: 50%)

Candidates will be administered a written multiple-choice examination that is designed to measure basic knowledge of various supervisory practices and procedures (e.g. directing, counseling, guiding, evaluating, motivating, disciplining, developing and training subordinates, delegation, etc.) as well as customer service and reading comprehension.

This is a standardized examination and, therefore, test questions and test answers are not available for public inspection or review. 

The examination is administered via computer or in paper format.  Qualified candidates will be notified of the particular format to be used in their test appointment notification.

The score you achieve on this examination shall be valid and 'banked' for three years, starting from the date of the examination. This means that, during this three-year time period, you will not be required to take this test again should you apply and be found eligible for a future announcement for which this particular test is used. Please note this test is used for other supervisory classes therefore your test score may be applied to one or more of these classes if you choose to apply to future recruitments. If the test for this future announcement is held within one year of the date of this examination, your score will be automatically applied to that announcement. However, after one year, you have the option to either (a) apply your test score to the other announcement or (b) re-take the test. Re-testing is permitted no sooner than one year from the date of the examination and only in association with your eligibility for another announcement for which this test is used. Please note that, should you re-test, your re-test score would become your official score since it is the most recent.

Supplemental Questionnaire Examination (Weight: 50%)

Candidates who meet the Minimum Qualifications will have their Supplemental Questionnaire Examination scored; this exam is designed to measure knowledge, skills and/or abilities in job-related areas which may include but not be limited to: knowledge of and ability to project management; ability to establish and maintain effective working relationships; collection methods and practices; ability to identify, analyze and report upon activities, issues, and problems and recommend appropriate solutions; written communication ability; knowledge of laws and regulations pertaining to municipal finance and banking procedures and processes.

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 Basic Supervisory Examination and the Supplemental Questionnaire Examination in order to continue in the selection process.

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

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.”

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 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-2021-22.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 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
• Seniority Credit in Promotional Exams
• 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, Carmen K. Lewis, by telephone at (415) 557-5241 or by email at carmen.lewis@sfgov.org. 

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.