Program Specialist - San Francisco Human Services Agency (2913) (X00078)

Company Description

Exam Type: Class Based Test (CBT)
Fill Type: Class Based Test (CBT)

Company Description

THIS IS A CITYWIDE EXAM.

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

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.

In addition to establishing a career with purpose and opportunity for professional growth, the City offers excellent benefits that include competitive salaries; medical, dental, and vision insurance; defined benefit retirement plan; deferred compensation plan; long-term disability insurance; life insurance; and a generous paid time off package.

Come explore first-hand the many opportunities that the City and County of San Francisco has to offer.

• Application Opening: Tuesday, June 10th, 2025
• Application Deadline: Thursday, June 26th, 2025
• Compensation Range: $99,996.00 to $121,524.00 (Program Specialist - 2913)
  • Please note that expected Cost of Living Adjustments (COLAs) will take effect as follows:
    • Effective June 30, 2025 - 1% increase
    • Effective July 1, 2025 - 1% increase
• Recruitment ID: CBT-2913-X00078; REF45120A

Human Services Agency (HSA)
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 EQUALITY

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.

Job Description

The 2913 Program Specialist is used by In-Home Supportive Services (IHSS), County Adult Assistance Program (CAAP), CalWORKs, Workforce Development (WDD), Family and Children’s Services (FCS), Investigations, SF Benefits Net, Program Support Operations, Alignment & Guidance as well as the Department of Homelessness and Supportive Housing. Under general supervision, the Program Specialist performs a variety of specialized technical duties that may include investigating, reviewing, evaluating, training, screening and coordinating the activities of various programs of the Human Services Agency and the Department of Homelessness and Supportive Housing. Positions in this job code are responsible for carrying out specialized functions for an assigned program and performing specialized duties, which require a comprehensive knowledge of Federal, State, Local, and departmental policies, procedures, rules, and regulations. The Program Specialist may direct the work of clerical staff and/or senior eligibility staff and manage the skill development of new employees.

ESSENTIAL 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; may include additional duties as assigned.

1. Reviews, advises, monitors, and updates Department policies, processes, and procedures for compliance with County, Federal, and State regulations and provides policy interpretation as it relates to the assigned program.
2. Researches program and quality control regulations and procedures to prepare reports that track metrics and presents summary findings and recommendations to stakeholders by implementing data collection tools, such as Microsoft Forms.
3. Composes written material, such as hard copy memos, manuals, reports, interactive online resources, and presentation media.
4. Facilitates and contributes to short and long-term projects and workgroups.
5. Provides technical support for assigned program management systems to ensure smooth functionality and responsiveness to stakeholders.
6. May supervise and guide clerical and/or senior eligibility staff to support staff development and growth.
7. Performs related duties as assigned.

In addition to the duties above, for the unique assignments below, incumbents may perform the following duties:
 

QUALITY CONTROL, INVESTIGATIONS, OVERPAYMENTS, AND/OR APPEALS SPECIALIST

Under general supervision, the Quality Control, Investigations, Overpayments or Appeals Specialist performs investigations in support of human service programs. The program specialist reviews and monitors Department compliance with County, Federal, and/or State regulations, policies, procedures, and/or ordinances as related to public assistance programs; prepares reports on findings, identifies problems of non-compliance; recommends corrective action regarding discrepancies, and may supervise clerical staff.

In addition to the general duties above:

1. Detects, investigates, and prevents fraudulent claims for public assistance to avoid welfare fraud and other financial crimes.
2. Conducts field investigations and home visits, often in situations requiring communication with individuals who may have medical (e.g., drug or alcohol), psychiatric, or aggressive behavior problems, by interviewing, telephoning, and/or via correspondence with the client
3. Reviews and analyzes client case records, case information, and other pertinent documents for possible errors, inconsistencies, and discrepancies.
4. Uses guidelines related to the processing of public assistance applications to verify eligibility, correctness of payment decisions, and appropriateness of the services provided.
5. Finalizes referral acceptance or denial based on established criteria and documents reason for rejection, e.g., no violation, additional evidence, or clarification.
6. Conducts and verifies investigations of client appealed cases regarding eligibility or amount granted.
7. Reviews Income and Eligibility Verification System (IEVS) matches and overpayment referrals,  determines overpayment amounts or investigates paid claim matches, if applicable, and prepares related documentation by citing various laws and regulations violated.
8. Prepares and delivers cases at State hearings by presenting oral arguments, examining witnesses, defending the department’s interpretation of regulations, and providing legally binding stipulations.

TRAINING AND POLICY DEVELOPMENT SPECIALIST

Under general supervision, the Training and Policy Development Specialist performs policy writing, training, and supervision of clerical staff and/or eligibility trainees in support of human services programs.

In addition to the general duties above:

1. Provides classroom training, individual coaching, consultation, and policy interpretation.
2. Assists in the supervision and evaluation of trainees during the on-the-job portion of induction training and fosters career growth amongst trainees.
3. Supervises clerical staff in assigned unit.
4. Attends meetings, chairs committees, and consults appropriate stakeholders or experts to gain knowledge related to the production of training, policy, and internal business process materials and/or review audit findings as a County or Department representative.
5. Participates in screening, interviewing, and recommending the hiring of staff members.
6. Conducts data analysis to monitor information systems’ data quality in accordance with established performance metrics.
7. Collaborates with designated Technical Assistance Providers to develop IS training materials to devise annual training calendar, identify training delivery formats (online vs. in-person, CBT), and confirm the validity of existing training material to ensure compliance with federal requirements.
8. Reviews targeted tasks, phone calls, and supervisor quality assurance forms to ensure quality of customer service.
9. Determines training needs, develops and evaluates training courses, and coordinates, conducts, and maintains a variety of training programs and modules to reflect current laws, rules and regulations, and best practices.
10. Trains new staff using a variety of instructional tools and methods, including PowerPoint presentations, Zoom and/or Microsoft Teams, training videos, handouts, and hands-on scenarios within the HSA systems, such as CalSAWS or CMIPS II, to simulate real-world cases and enhance practical learning.
11. Serves as a subject matter expert (SME) and provides expert guidance to stakeholders, in the assigned program areas, by maintaining comprehensive knowledge of policies, procedures, and the CalSAWS or CMIPS II systems.

TECHNICAL PROGRAM SPECIALIST

Under general supervision, the Technical Program Specialist oversees the technical infrastructure of program systems (ex. iTasks, ACD, Promptly, Digital Speech, CalWIN/CalSAWS, CalSAWS Lobby Management System, CMIPS II, MyBCW, MEDS) to ensure proper functioning.

In addition to the general duties above:

1. Monitors infrastructure to ensure quality and reliability of service. 
2. Provides real-time modifications and scheduled maintenance to systems that may include managing users and user functions, managing requested modifications from programs, ensuring requested modifications are completed, tested and implemented, and submitting incident reports/tickets to vendors. 
3. Provides real-time monitoring of systems that will include the following: real-time ACD call metrics; real-time lobby traffic and response; real-time task distribution; real-time text messages.
4. Serves as subject matter expert and first point of contact for system technical issues.
5. Ensures that daily, weekly and monthly reports are produced accurately and on time. 
6. Recommends system improvements and actively participate in performance improvement projects.
7. Creates and runs regular or ad hoc reports using Excel and Crystal Reports to identify case programs, demographic information, or gaps in business processes.
8. Oversees the technical setup and ongoing functionality of program systems, including CalSAWS, Calabrio, AmazonConnect, and Digital Speech platforms, by performing user management, ACD script updates, classification code adjustments, and infrastructure modifications as needed.
9. Provides onsite support to staff and supervisors during the implementation of system enhancements, ensuring seamless integration and troubleshooting as needed
10. Develops and maintains job aids and instructional materials for specialized systems.
11. Facilitates cross-program discussions and coordinates and collaborates with IT and program representatives to propose, document, and implement system enhancements for improved functionality and user experience.

PROGRAM SUPPORT SPECIALIST

Under general supervision, the Program Support Specialist will be part of a team responsible in leading, coaching, and making recommendations with the objective to maximize program efficiency, productivity, and accuracy.

In addition to the general duties above:

1. Manages workforce schedules and service coverage to meet operational demands and improve overall program efficiency and service quality.
2. Conducts quality control for equipment and systems and facilitates and coordinates the escalation or replacement request process.
3. Provides coaching and support in handling challenging customer calls.
4. Develops and issues call scripts, standard responses, and policies and training materials to be used by Service Center Staff. 
5. Sends real-time alerts and notifications to staff with high volume calls, increased wait times, and worker phone assignments.
6. Works with manager and/or Benefits Center Coordinator to identify issues causing service gaps and reviews data to interpret, research, and evaluate call trends, actual versus forecasted results, and makes recommendations for improvement.
7. Provides staffing recommendations based on analysis and use of the workforce management program, Calabrio.
8. Monitors real-time staffing levels and adjusts workforce assignments to meet changing demand, reducing customer wait times, and optimizing resource distribution during peak service periods.
9. Participates in cross-program discussions; coordinates and collaborates with IT and program representatives to propose, document, and implement system enhancements for improved functionality and user experience.

PREVENTION AND PROBLEM SOLVING SPECIALIST

Under general supervision, the Prevention and Problem Solving Program Specialist will be part of a team supporting the monitoring and evaluation of Prevention and Problem Solving contracts to ensure compliance with program rules.  The Prevention and Problem Solving Specialist conducts key quality insurance reviews to prevent fraud and monitor compliance.  In addition, the position provides key support in ensuring compliance with the Mayor’s Executive Order for Travel and Relocation and the Homeward Bound Ordinance.

In addition to the general duties above:

1. Detects and prevents fraudulent claims for the San Francisco Emergency Rental Assistance Program (SF ERAP) and other financial crimes. 
2. Supports the review, verification, and evaluation client's case application for possible errors, inconsistencies and discrepancies.
3. Ensures compliance with the Mayors Executive Order for Travel and Relocation and the Homeward Bound Ordinance.
4. Monitors relocation assistant participants and reviews relocations guidelines and verifies location of relocation participants.
5. Completes “90 checks,” per the Homeward Bound Ordinance, and documents this and the relocation assistant participants in the ONE System on services provided.
6. Navigates and uses the Homeless Management Information System (HMIS) and other databases for tracking and reporting. 
7. Reviews Problem Solving and Prevention invoices, monthly, to determine invoice payment and anomalies, and informs and reviews anomalies and results with the assigned Program Manager to address program compliance. 
8. Serves as the ONE System contact for HSH and the Mayor’s Office of Housing and Community Development (MOHCD) providers to confirm that households are within an HSH-funded housing subsidy program.
9. Assists with maintaining SF ERAP and Problem Solving Guides by reviewing website links, resources, and updates information accordingly for Providers.
10. Works on Special Projects as assigned.

Qualifications

Experience:

• Three (3) years of experience in the Social Services field performing duties in the area of eligibility determination, case management, data management, employment services or training (data management experience includes experience with high-level and large scale data management activities using software programs dealing with large data sets. Administrative record-keeping experience is not considered qualifying).

License and Certification:

• Some positions require possession of, or ability to obtain, a valid California driver's license.

Special Requirements:

• Essential duties involve the following physical skill and work environment:
  • Ability to work in a typical office environment
  • Most positions involve the physical activities of sitting, standing, and lifting 5-10 lbs.
  • Ability to travel to different work sites or conduct home visits.
  • May require hand-eye coordination and manual dexterity for data entry and extensive VDT exposure.

Applicants must meet the Minimum Qualifications requirement by the filing deadline unless otherwise noted.

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 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 Procedure(s)

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

Written Examination (Weight: 100%)

Candidates who meet the minimum qualification will be invited to a written multiple-choice exam designed to measure competencies in job-related areas which may include but are not limited to:

• Analyzing & Interpreting Data
• Reading Comprehension
• Fact Finding
• Legal & Regulatory Navigation
• Professional & Technical Expertise
• Displaying Ownership & Accountability

Applicants who meet the minimum qualifications will be notified by email of the exact time, date, and location of the written examination.

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

Candidate scores on this examination may also be applied to other announcement involving other job titles, when directed by the Human Resources Director.

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

Additional Information

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 click the link below:

• 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. [Note: The correction of clerical errors in an announcement may be posted 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. Such appeals must be submitted in writing to the Department of Human Resources, 1 S Van Ness Avenue, 4th 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 http://sfgov.org/civilservice/rules.

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 Alan Aguirre at [email protected] or at 415-815-1451.

All of your information will be kept confidential according to Equal Employment Opportunity (EEO) guidelines.

Additional Information

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.