City and County of San Francisco

Under general supervision, performs difficult, responsible and specialized clerical work in processing and receiving 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 reviewing protests of citations; and provides lead direction to subordinate staff as needed.

This is the journey level classification in the Permit and Citation Clerk series. It is distinguished from the Principal Permit and Citation Clerk in that the latter functions as a working supervisor and performs highly responsible and difficult work requiring extensive knowledge of Citation Division functions. It is distinguished from 1406 Senior Clerk by its responsibility for handling, accounting for, and balancing a large amount of cash, checks, and credit/debit card payments on a daily basis.

May provide lead direction to subordinate clerical staff.

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. Issues Residential Parking Permits; accepts payments for parking citations, transit fare evasion citations and other transit-related citations in compliance with departmental policies and procedures; sales for transit or parking related products.

2. Receives and accounts for large amounts of cash, check, and credit card payments from the collection of fees and fines, calculates and provides accurate change, including balancing cash drawer and preparing daily cash reconciliation; processes checks and credit card or debit card payments. Issues receipts for payments received.  Adjusts incorrectly processed transactions.

3. Interprets and explains existing administrative policies governing the activities of the assigned section to the general public and other City personnel.

4. Researches and reviews customer citation problems and/or citation protests, determines appropriate actions, and provides options to the customers; determines eligibility and processes contracts for Project 20 and other applicable programs. Determines validity of protests for citations issued as submitted in written requests.

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 and in-person. Resolves more difficult customers and/or issues. Schedules customers for Administrative Hearings. Presents and provide recommendations for unresolved issues to supervisor or manager.

6. Reviews and checks customer account history and documents for completeness, accuracy and eligibility; performs data entry to update customer account history in the computer database; enters appropriate notations in customer file.

7. Operates office equipment, including calculators, photocopying equipment, adding machines, computer terminals, fax machines, credit card machines, cashiering machines, counterfeit bill machines, document shredders, printers, phone system and reporting equipment.

8. Files, maintains, and retrieves electronic and paper documents, records and correspondence in accordance with established records retention procedures.

9. Provides lead direction and training to other staff, as needed; may assist other staff in dealing with more difficult customers or issues; makes recommendations to supervisors or managers regarding staffing issues.

10. Prepares written correspondence such as letters, memos, emails and reports for internal and external customers, as required; prepares summary reports for managers.

11. Retrieves and returns lost and found items to verified owner; explains lost and found policies with customers; verifies customer’s identity.

12. Performs related duties and responsibilities as assigned.

Knowledge of: cash handling methods; counterfeit identification and balancing procedures; policies and procedures related to the processing of Residential Parking Permits and Citations.

Skill in: performing advanced computer operations including word processing, spreadsheet operations, and heavy data entry; receiving, and responding to emails. 

Ability to:  perform basic math computations quickly and accurately to process payments and provide accurate change; resolve routine to difficult issues related to permits and citations; research issues when necessary and provide viable options; communicate orally in a clear, concise, and effective manner with internal and external customers in person and by telephone; prepare basic letters, reports, memos, emails, and other correspondence in a clear, concise and effective manner; read and comprehend written material; interact effectively with a diverse population and staff;  use various approaches to develop and maintain friendly and cooperative relationships with internal and external customers; take direction, work cooperatively, and deal with hostile and angry customers; and train and provide lead direction to subordinate staff. 

Two (2) years (4000 hours) of verifiable clerical experience providing information to customers; responding to questions and complaints from the public; and preparing letters, memos, and reports.  One (1) year of the above experience must have included handling cash and receiving money, processing checks, and credit/debit card payments, applying payments to appropriate customer accounts and reconciling daily collections within the last five (5) years. 

Special Requirements:
Nature of work requires frequent keyboarding, standing and/or sitting for long periods of time, multi-tasking 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.

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.