2905 Human Services Agency Senior Eligibility Worker

Recruitment #CBT-2905-902786


Applicants who meet the minimum qualifications will be invited to take the exam; the exam will be held on Saturday, October 27, 2018.  An invitation with the exact test time will be sent. 

All positions are located at the San Francisco Human Services Agency. 

With a staff of approximately 2,400 employees, San Francisco’s Human Services Agency (HSA) is the central resource which delivers public assistance, child welfare, and aging and adult services to the citizens of San Francisco. Its mission is to promote well-being and self-sufficiency among individuals, families and communities in San Francisco.

We provide a safety net for individuals and families by offering income support, community-based living support, and assistance getting food, housing and health coverage.  We offer programs and services that ensure the protection and safety of children, the elderly and dependent adults.  We help people secure employment through training, job search and child care assistance.



Under general supervision, incumbents perform a variety of technical duties in the review and determination of initial and continuing client eligibility determinations for public assistance programs in a variety of human services programs, and to provide required services to clients from diverse cultural and socio-economic backgrounds.  Positions in this classification are responsible for carrying out well-defined rules and regulations pertaining to various categorical aid programs and explaining them to applicants and the general public.  Positions in this class have regular contact with clients, their relatives, other city departments, representatives of outside agencies and the general public.

Essential Duties and Responsibilities

1.      Scheduling and interviewing clients by telephone, in the offices of the Department of Social Services, in the client’s home, or in hospitals and various institutions to determine new or continuing program eligibility.

2.      Explaining eligibility programs, qualification standards, policy and procedure to clients; assisting clients in completion of applications, forms and reports when necessary; reviewing and evaluating applications for completeness and accuracy; preparing client budget to determine eligibility.

3.      Applying legal criteria to determine eligibility; providing recommendations regarding financial eligibility for assistance programs; determining eligibility and grant amount according to established policies and procedures as governed by State and/or Federal rules and regulations; reviewing and determining re-certification.

4.      Preparing case records related to client eligibility information and financial assistance received; updating case records; submitting required reports.

5.      Investigating statements and information received from applicant through the use of telephone or written verifications.

6.      Investigating and resolving client problems involving non-receipt of benefits.

7.      Reviewing cases with supervisor in assessing the quality of the eligibility determination process and procedure.

8.      Composing and preparing correspondence to clients, references, and State agencies; gathering statistical data and preparing reports as required.

9.      Answering questions and providing information to clients and the general public regarding assigned program area.

10.   Referring clients in need of case work services to members of social service staff; may be responsible for providing limited referrals to resources within the community on matters related to income maintenance; referring clients to appropriate agencies according to establish procedures.


Our Clients: The Human Services Agency strives to connect people to services that build well-being in our communities. We work with diverse populations which reflect the makeup of San Francisco’s residents – different races, cultural backgrounds, genders, socioeconomic statuses, ages, and religions.  Senior Eligibility Workers are an integral part of our front line workers who help low-income individuals, children and families, older adults, and adults with disabilities apply for services and public benefits such as cash assistance, food and nutritional support, health insurance, employment training, home care, and child care. 

The Job: Eligibility workers help people enroll or stay enrolled in public assistance programs such as CalFresh, Medi-Cal, CalWORKs, and general assistance.  These programs are vital to people who are in temporary need of assistance by providing benefits such as food, health care, and cash assistance.  Eligibility workers have a challenging yet rewarding job of helping people who are at their most vulnerable get help in becoming self-sufficient again.  Working in call center or service center environments, eligibility workers may be in one or more locations throughout the City. 

Eligibility workers spend a lot of time acquiring information from clients.  This includes reviewing documents, and talking to and interviewing clients.  Much of this information is sensitive and confidential, and needed to obtain or maintain eligibility.  The information is entered into a computer program or used to fill out forms.

Using technology to access necessary tools, eligibility workers need to be comfortable and adept working on computers, navigating the inter- and intranet, and manipulating computer programs.  Working with clients over the phone is also a large part of the job.

Rules and regulations change often when it comes to eligibility determination.  Eligibility workers need to keep up to date with new rules and regulations, and know when to incorporate those changes to their everyday work.

There are many knowledge, skills and abilities required to become an eligibility worker; they include customer service, computer skills, time management skills, the ability to learn, flexibility, and good math skills among others.

Minimum Qualifications

Sixty (60) semester units or ninety (90) quarter units from an accredited college or university;


1. Two (2) years of clerical work experience which includes the following: use of computer applications to input and retrieve information; regular public contact to provide assistance or acquire detailed personal or confidential information; and interpreting and applying rules, regulations and policies;


2. One (1) year of experience determining eligibility for health and/or social services programs, loans, financial assistance, unemployment or veterans benefits.

Thirty (30) semester units or forty-five (45) quarter units from an accredited college or university may substitute for one (1) year of the work experience under experience requirement number #1.

Applicants must meet the Minimum Qualification requirements by the final filing date 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 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.

Condition of Employment: Induction Training

As a condition of employment to 2905 HSA Senior Eligibility Worker position(s), applicants will be required to participate in paid Induction Training which may last up to six (6) months.  Applicants offered positions in this class must be available on a start date determined by the Agency.  The Induction Training may take place at various Human Services Agency locations throughout the City.  Training will be held Monday through Friday from 8:00AM to 5:00PM.

The Induction Training is designed to prepare and provide incumbents with information and guidelines on how to determine eligibility benefits and mathematical calculations; reading and reading comprehension; interpret and apply local, State and Federal laws and ordinances to various Human Services Agency public benefit programs for applicants and/or clients; and explain basic program information and services to applicants, clients and to the general public.

Applicants/Incumbents MUST successfully complete the Induction Training before appointment to permanent positions.  Failure to successfully complete the Induction Training will be grounds for dismissal.

How To Apply

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit www.jobaps.com/sf to register an account (if you have not already done so) and begin the application process.

·       Select the desired job announcement

·       Select “Apply” and read and acknowledge the information

·       Select either “I am a New User” if you have not previously registered, or “I have Registered Previously”

·       Follow instructions on the screen


Computers are available for the public (from 8:00 a.m. to 5:00 p.m. Monday through Friday) to file online applications in the lobby of the Dept. of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco.

Applicants may be contacted by email about this announcement 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).

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.

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.

Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

If you have any questions regarding this recruitment or application process, please contact the exam analyst Ivy Yeung by telephone at 415-557-6205 or by email at ivy.yeung@sfgov.org.

Selection Plan

Written Examination – Multiple Choice (100%)

Selection Procedures

Candidates will be administered a written multiple-choice test designed to measure knowledge, skills and/or abilities in job-related areas which may include but are not limited to: ability to establish rapport and maintain effective and cooperative working relationships with peers and other city departments; ability to deal with the general public courteously and efficiently, and to effectively work with others; ability to interview clients under difficult circumstances; ability to respond to and handle difficult situations; ability to communicate written information in a clear and concise manner to clients and staff; ability to read, review and evaluate written information; ability to file, prepare, organize and maintain records; ability to use mathematical formulas; ability to comprehend and interpret written information; knowledge and ability to interpret policies, rules and procedures; ability to maintain confidentiality and be dependable; ability to empathize; and interpersonal and customer service skills.

  1. A passing score must be achieved on the written multiple choice exam in order to continue in the selection process.  Candidates who pass the exam will be placed on the eligible list in rank order according to their written examination score.
  2. This is a standardized examination; therefore, test questions and test answers are not available for public inspection or review.


Department Selection Procedure

The Human Services Agency may choose to implement additional position-specific screening mechanisms in order to determine candidates’ qualifications for the 2905 HSA Senior Eligibility Worker position(s).  Only those candidates deems best qualified will continue in the departmental selection process which may consist of an oral interview and/or performance exercise.


Certification Rule: The certification rule used for the eligible list resulting from the selection procedure will be the Rule of Three Scores.  Additional selection processes may be conducted by the hiring department prior to making final hiring decisions.


Special Condition Bilingual Proficiency

Some positions may require bilingual proficiency in a variety of languages depending on the department’s bilingual needs.  Only those eligibles that pass the bilingual proficiency test will be considered for bilingual positions.  Applicants must indicate on the application the language(s) in which they claim proficiency.


Eligible List: The eligible list resulting from this examination 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 twelve (12) months and may be extended with the approval of the Human Resources Director.

Conviction History

As a finalist for a job, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you are a finalist. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances, such as:

  • Candidates for positions with the Unified School District and the Community College District may be disqualified from consideration should their conviction history not meet the standards established under the California Education Code.
  • Candidates for positions with the Recreation and Park Department may be disqualified from consideration should their conviction history not meet the standards established under California Public Resources Code 5164.

Having a conviction history does not automatically preclude you from a job with the City.

If you are selected as a finalist, the hiring department will contact you to schedule a fingerprinting appointment.

Disaster Service Workers

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.


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 www.jobaps.com/sf.] 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 South 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://www.sfgov3.org/index.aspx?page=300.

Copies of Application Documents: http://www.sfdhr.org/index.aspx?page=20#copies

Reasonable Accommodation Request: Information on requesting reasonable accommodation for persons with disabilities can be found at: http://www.sfdhr.org/index.aspx?page=20#reasonableaccommodation

Clerical Errors: May be corrected by the posting of the correction on the Department of Human Resources website at: http://www.sfdhr.org/index.aspx?page=20#announcementsdefinitions

General Information: Concerning City and County of San Francisco Employment Policies and Procedures: http://www.sfdhr.org/index.aspx?page=20

Driver’s License requirement: Most positions require a valid California’s driver’s license: http://www.sfdhr.org/index.aspx?page=20#license

Veteran’s Preference: http://www.sfdhr.org/index.aspx?page=20#veteranspreference

Right to Work: All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States. http://www.sfdhr.org/index.aspx?page=20#identification 


Exam Type:  CBT-Entrance
Issued: September 11, 2018
Micki Callahan, Human Resources Director
Department of Human Resources
Recruitment ID Number: CBT-2905-902786
HSA/IY 415-557-6205


All employees hired on or after January 10, 2009 will be required (pursuant to San Francisco Charter Section A8.432) to contribute 2% of pre-tax compensation to fund retiree healthcare. In addition, most employees are required to make a member contribution towards retirement, ranging from 7.5%-13.25% of compensation. For more information on these provisions, please contact the personnel office of the hiring agency.

For more information about benefits, please click here.


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