0922 Continuous Quality Improvement Manager
|Department||Department of Emergency Management|
|Date Opened||10/10/2018 08:00:00 AM|
|Filing Deadline||10/24/2018 5:00:00 PM|
|Salary||$50.09 - $63.94/hour; $8,682.00 - $11,083.00/month; $104,182.00 - $132,990.00/year|
|Job Type||Permanent PBT|
This is a Position-Based Test conducted in accordance with Civil Service Rule 111A. The current position is located in the Emergency Communications Division of the Department of Emergency Management.
Under general direction of the Deputy Director of Division of Emergency Communications (DEC), the Continuous Quality Improvement (CQI) Manager oversees the Quality Assurance, Data Reports & Integrity and Records units. This position makes policy recommendations for improvements to handling the call-intake and dispatch of fire and medical calls based on QA reviews and data analysis. This position trains and oversees supervisors doing quality assurance (QA) reviews, as well as conduct QA reviews directly. This position leads efforts to plan and implement changes in the scope of the Quality Assurance and Data Reports & Integrity functions that may include a CQI function for intake and dispatch of police incidents and/or having the DEC play a greater role in handling medical incidents.
Essential functions of the position include: Manages programs, operational activities, or projects of assigned section or program area; supervises, trains and evaluates the activities of personnel and/or coordinates and monitors the work of consultants and contractors working for the department; works with other managers and staff to evaluate and implement goals, responsibilities, policies and procedures of the division; monitors the work of and coaches subordinates to improve performance; evaluates procedures, identifies and analyzes problems and issues and may implement and document new procedures of the assigned section/program; participates in budget development by providing detailed justification and persuasive arguments for proposals or initiatives; coordinates budget preparation, monitors expenditures and financial reporting for assigned section; prepares reports, memoranda, and correspondence; and maintains statistical records; implements and closely monitors budget expenditures; provides executive management with an early warning and practical options to potential cost overruns; directs the allocation of resources to achieve timely outcomes and measurable goals within budget; adjusts plans and programs to meet emerging or new programs, while continuing to address major departmental priorities; assists in developing and implementing operational policies to ensure the efficient operation of section or program; and performs related duties as required.
1. Possession of a Bachelor's Degree from an accredited college or university with major coursework in Business Administration, Public Administration, Public Safety, Emergency Management or related field; AND
2. Five (5) years of experience as a public safety dispatcher; AND
3. Possession of a valid Emergency Medical Dispatcher - Quality Assurance (EMD-Q) and Emergency Fire Dispatcher - Quality Assurance (EFD-Q) Certificates
Emergency Medical Dispatcher – Quality Assurance (EMD-Q) and Emergency Fire Dispatcher - Quality Assurance (EFD-Q) Certificates Requirement/Provision:
Possession of a valid Emergency Medical Dispatcher – Quality Assurance (EMD-Q) and Emergency Fire Dispatcher - Quality Assurance (EFD-Q) Certificates issued by International Academies of Emergency Dispatch are required as a provision to employment for this position. Eligibles who do not possess such a certification may participate in this examination process and be appointed to a position(s), but will be required to obtain the certificates by the hire date and maintain validity throughout length of employment. A photocopy of the valid EMD-Q and EFD-Q Certificates must be provided at the time of the appointment. Failure to demonstrate/show proof of possession of valid certifications by the hire date and throughout length of employment may result in dismissal and/or termination of employment.
Additional qualifying work experience may be substituted for up to two years of the required education on a year-for-year basis (30 semester/45 quarter units equals one year).
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.
1. Possess current P.O.S.T. Dispatch and Supervisor Certification.
2. Must be eligible to be POST certified with no history that would be a disqualification.
3. Two years of supervisory experience in public safety.
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 here https://sfdhr.org/how-verify-education-requirements.
Verification of qualifying experience, when requested, must be documented on the employer's business letterhead and must include the name of the applicant, job title(s), dates of employment, description of job duties performed, and signature of the employer or the employer’s authorized representative. Experience claimed in self-employment will only be accepted if supported by documents verifying income, earnings, business license and experience comparable to minimum qualifications above. Copies of income tax papers or other documents listing occupation and total earnings must be submitted. Employees of the City and County of San Francisco may submit performance evaluations showing duties performed to verify qualifying City experience. City employees will receive credit for the duties of the class to which appointed. Credit for experience obtained outside of the employee's class will be allowed only if recorded in accordance with the provisions of Civil Service Commission Rules. Verification may be waived if impossible to obtain. The applicant must submit a signed statement explaining why verification cannot be obtained. Waiver requests will be considered on a case-by-case basis. Failure to provide the required verification, or request for waiver when requested may result in rejection of application.
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. Make sure your application and any attachments to the application submitted at the time of filing are complete and accurate and include details on all experience, education, training and other information that qualifies you for this recruitment. Failure to submit a complete and accurate application at the time of filing may result in your ineligibility for this recruitment or inability to receive full credit for scoring purposes. Any new information concerning work experience, education, training and other information that is submitted after the filing deadline may not be used for scoring or considered to determine whether you meet the minimum qualifications.
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, Patty Wong, by telephone at 415-558-3821, or by email at firstname.lastname@example.org.
Supervisory Test Battery (STB) (Weight: 50%)
Candidates will be invited to participate in a computer-based examination designed to measure competencies in job-related areas which may include but not be limited to: Problem Solving; Leadership; Decision Making; Interpersonal skills; Human Resources Management; Team Building; and Communication & Conflict Management. For more information about this Supervisory Test (and a suggested reading list) please visit: http://www.sfdhr.org/index.aspx?page=325.
A passing score must be achieved on the Supervisory Test Battery in order to continue in the selection process.
This is a standardized examination, and therefore test questions and answers are not available for public inspection or review.
Scores attained on the Supervisory Test Battery will 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 the Supervisory Test Battery. The Supervisory Test Battery may be used for many other 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 selection process for the future announcement is held within one year of the date of this examination and it includes the Supervisory Test Battery, 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 Supervisory Test Battery. 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 the Supervisory Test Battery is used. Please note that, should you re-test, your re-test score would become your official score since it is the most recent.
Date of Examination:
Only those applicants meeting the Minimum Qualifications will be notified of the exact date, time and place to report to the examination.
Supplemental Questionnaire Evaluation (Weight 50%)
Candidates will be prompted to complete a Supplemental Questionnaire that must be submitted during the online application process. The Supplemental Questionnaire has been designed to measure knowledge, skills and/or abilities in job-related areas which may include but not be limited to: knowledge of CQI principles, procedures and policies; Knowledge of State and Federal regulations and accrediting/certifying organization (IAED) standards appropriate to unit; knowledge of Computer Aided Dispatch system; ability to plan, coordinate and direct work of subordinates and consultants/contractors; ability to analyze data and develop reports detailing operating conditions and problems; ability to produce written performance directives and plans; ability to deal tactfully and effectively with personnel at all levels; ability to conduct analysis of operations and develop recommended changes as required; ability to develop and manage programs; written and oral communication skills.
The information provided on the Supplemental Questionnaire must be consistent with the information on the application and is subject to verification. Once submitted, applicant responses on the Supplemental Questionnaire cannot be changed. Only those applicants who pass the Supervisory Test Battery will receive a score on the Supplemental Questionnaire Evaluation.
A passing score on both the Supervisory Test Battery and the Supplemental Questionnaire Evaluation must be achieved in order to be placed/ranked on the Eligible List.
The certification rule for the eligible list resulting from this examination will be Rule of List Scores. The hiring department may conduct additional selection processes to make final hiring decisions.
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 six (6) months, and may be extended with the approval of the Human Resources Director.
Upon approval of the Human Resource Director (see Civil Service Rule 111A.26.5), the eligible list/score report resulting from this announcement may be used by other departments that also use this classification or a similar classification. To find other Departments which use this classification, please see https://sfdhr.org/sites/default/files/documents/ASO-Level-Chart.pdf?documentID=21246.
Employment, Character, and Background Investigation
Prior to appointment, each candidate’s background will be carefully reviewed to determine fitness for employment. Information received from candidates is certified by investigation of records held by the Criminal Justice System and the Department of Motor Vehicles, as well as contact with employers and references listed by the candidate. Reasons for non consideration include, for example, the use of controlled substances, felony convictions, repeated or serious violations of the law, inability to work cooperatively with coworkers, negative financial/credit history or other job-related factors. Criminal history that would preclude access to the California Law Enforcement Telecommunications System (CLETS) is reason for non consideration. Applicants currently on criminal probation in this or any other state will be disqualified. Criminal records will be carefully reviewed; those candidates who do not report their complete criminal history records on their application will be disqualified. Deliberate inaccuracies or omissions will be cause for non consideration.
Candidates are required to undergo a polygraph examination to verify the veracity and accuracy of the information submitted regarding, but not limited to, the use of controlled substances, driving, criminal, and employment history, and other job-related factors. The Department of Emergency Management will not consider individuals who have previously been rejected for hire based upon conditions which are not subject to change such as felony conviction, involvement in the distribution of illegal substances, etc.
A psychological examination is required prior to appointment. The examination consists of a written test and a clinical interview to determine the candidate’s fitness for emergency work.
Prior to appointment, eligible persons must successfully pass a medical examination to determine his/her ability to perform the essential functions of the job
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
Reasonable Accommodation Request:
Applicants with disabilities requiring reasonable accommodation for this examination can find information on requesting a reasonable accommodation at
Seniority Credit in Promotional Exams:
Information regarding seniority credit can be found at: http://www.sfdhr.org/index.aspx?page=20#senioritycredit
Information regarding requests for veterans preference can be found at: http://www.sfdhr.org/index.aspx?page=20#veteranspreference
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. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at www.jobaps.com/sf.
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.
Copies of Application Documents:
Applicants are advised to keep copies of all documents submitted. Submitted documents become a permanent part of the exam record and will not be returned. The hiring department may require applicants to submit the same documents and/or additional documents at a later date.
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.
General Information concerning City and County of San Francisco Employment Policies and Procedures:
Important Employment Information for the City and County of San Francisco can be obtained at http://www.sfdhr.org/index.aspx?page=20 or hard copy at 1 South Van Ness Avenue, 4th Floor.
Exam Type: Combined, Promotive, Entrance
Issued: October 10, 2018
Micki Callahan, Human Resources Director
Department of Human Resources
Recruitment ID #: PBT-0922-090583
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.