0931 Manager of Public Service & Exemptions

Manager III

Recruitment #PBT-0931-089846

Introduction

Who We Are

The Office of the Assessor-Recorder is responsible for carrying out property tax-related functions governed by the State Constitution and State and local laws. Our core responsibilities include locating all taxable property in the City and County of San Francisco, identifying ownership, establishing a taxable value, and applying all legal exemptions. Property broadly includes both real property and personal property owned by businesses. The Office of the Assessor-Recorder is also responsible for recording documents and maintaining those public records. Over 400 different types of documents are recorded annually, including deeds of trust, reconveyances, liens, and public marriage licenses. The Office is also responsible for collecting any transfer tax due upon a change in property ownership. The Office of the Assessor-Recorder strives to conduct out work with the core principals of professionalism and integrity.

What We Do

Heightened activity in the real estate and business markets means increased demand for the work of our Office. Every year, property tax revenue remains the largest single source of funding for the City’s General Fund revenue, representing close to $2 Billion in Fiscal Year 2017-18. This revenue funds crucial services like public safety, education, neighborhood improvements, and health and family support services. Through the dedicated work of the Assessor-Recorder staff, the City experienced an 11% increase in the local assessment roll compared to the previous year, representing a cumulative value of over $256 Billion and generating over $3 billion dollars in local revenues. This is due in part to strong growth in the real estate market, additional construction across San Francisco, and our office’s efforts in increasing efficiency. In recent years, we have taken significant steps toward modernizing our operations, including launching a new information management system to create a better, more convenient way of managing our close to 300,000 property files and documents and to safeguard our information. We have also started a multi-year, multi-organization effort aimed at modernizing City-wide property tax systems. Meanwhile, our core values continue to drive our efforts to improve customer service. 

What We’re Looking For 

The Office of the Assessor-Recorder is looking for one (1) 0931 Manager III to lead our Public Service division and Exemptions unit, and is responsible for planning, organizing and managing the activities of the divisions. The Public Service division is responsible for the customer service functions of the Assessor-Recorder office, including providing information and services at the walk-up counter, telephones, mail, emails and the website. The Exemptions Unit is responsible for the collection, evaluation, and tracking of all property tax exemptions granted by the City & County of San Francisco.  

Essential duties and tasks required to be performed by the incumbent include, but are not limited to: 

  1. Plans, organizes, and administers the day-to-day activities of the Exemptions Unit and the Public Service Unit to achieve maximum operational efficiency, improve technical performance and reduce overall operating costs.
  2. Overall responsibility for the quality and efficiency of the department’s customer service functions including providing accurate information and related services to the general public either in person, over the phone and by mail or emails.
  3. Interacts and coordinates the activities of the Exemptions Unit and the Public Service Unit and represents the department in working with the City Attorney’s Office, the State Board of Equalization, multiple other City departments and the general public to resolve complex problems and issues involving property tax exemptions and/or taxpayer complaints, often under stressful conditions.
  4. Analyzes and determines eligibility of property tax exemptions after complete review of exemption claim forms and on-site inspection reports of properties to ensure fair assessments.
  5. Overall responsibility for the training, monitoring, and evaluation of subordinate employees engaged in the daily activities of the Exemptions Unit and the Public Service Unit to meet all service expectations and commitments.
  6. Responsible for planning, developing and implementing a new queue management system for customers with general inquiries and specific inquiries relating to the Real Property, Business Property, Transactions, Exemptions and Recorder divisions of the office.
  7. Interprets and enforces the California laws, City ordinances, and regulations governing property tax exemptions and property assessments and their applications as set forth by the California Revenue and Taxation Codes.
  8. Overall responsibility for the development and implementation of section strategic goals, objectives, performance measures, policies, procedures and guidelines.
  9. Overall responsibility for the maintenance of property tax exemption records and statistical and operational reports as mandated by State and local laws.
  10. Assists in the development, improvement and maintenance of the department’s website to provide the general public, especially non-English taxpayers, with reasonable and timely access to important and updated information pertaining to property assessments.
  11. Analyzes new and proposed legislative changes to property tax exemption laws and related activities to determine operational impact and makes appropriate recommendations.
  12. Collaborates with Property Assessment and Tax System (PATS) team during the visioning, concept development, implementation and testing of the system to ensure that it provides needed functionality for Exemptions Unit processing and customer service portal.

Minimum Qualifications

1. Possession of a Baccalaureate Degree from an accredited college or university; AND:

2a. Five (5) years of verifiable experience in reviewing, analyzing, and auditing complex data related to transfer tax, property tax assessment and in-depth knowledge of the interpretation and application of all therecording laws as they relate to the recordation of documents, of which three (3) years must include supervising subordinates; OR

2b. Five (5) years of verifiable, full-time senior-level clerical customer service experience directly serving a diverse customer population to obtain detailed information to determine and respond to customer needs, of which three (3) years must include supervising subordinates.

Substitution:Additional qualifying work experience as described above may substitute for the required education on a year-for-year basis. One year (2000 hours) of additional qualifying work experience will be considered equivalent to 30 semester units/45 quarter units.

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, Gerald Buss, by telephone at 415.554.5213, or by email at Gerald.buss@sfgov.org.

 

Selection Plan

Management Test Battery: (Weight: 40%)

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 skill; Human Resources Management; Team Building; Communication; Conflict Management and Process Improvement. For more information about this Management Test (and a suggested reading list) please visit: http://www.sfdhr.org/index.aspx?page=343.  A passing score must be achieved on the Management Test Battery to continue in the selection process.

 A passing score must be achieved on the Management 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 Management 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 Management Test Battery. The Management 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 Management 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 Management 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 Management 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.

Supplemental Questionnaire: (Weight: 60%)

Applicants who pass the Management Test Battery will be eligible to have their Supplemental Questionnaires scored. The Supplemental Questionnaire must be completed and submitted at the same time as the online application. 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:

  1. Knowledge of management and organization practices and principles including the organizational structure, functioning, and relationships among units.
  2. Skill to tactfully and effectively communicate with personnel at all levels and the general public, often under stressful situations, and challenge and inspire others to achieve better results.
  3. Ability to effectively manage, plan, coordinate and direct the work of subordinates.
  4. Ability to set priorities, delegate, motivate and develop subordinates’ skills, coach them to become top performers and communicate objectives and goals and established work standards and expectations.
  5. Ability to act decisively using sound judgment based on perceptive and analytical processes.
  6. Skill to approach problem solving logically, research options, deal with conflicts, confrontations and disagreements in a positive manner, avoid biases and focus on meaningful data to draw the right conclusions, and creative solutions, even under pressure.
  7. Knowledge of State and local laws and regulations pertaining to personal property taxation and assessments to objectively evaluate relevant information and develop alternative courses of action.

Applicants must possess a passing score on both the Management Test Battery and the Supplemental Questionnaire in order to be eligible for the final Eligible list.

 

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 of 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 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 http://www.sfdhr.org/Modules/ShowDocument.aspx?documentID=21246. Search that document by title or job code to see which departments use the classification.

 

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

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.

Conclusion

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.

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://sfdhr.org/information-about-hiring-process or hard copy at 1 South Van Ness Avenue, 4th Floor.

Copies of Application Documents:
Applicants should keep copies of all documents submitted, as these will not be returned.

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.

Requests:

Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: 
http://sfdhr.org/information-about-hiring-process#applicantswithdisabilities

Information regarding requests for Veterans Preference can be found at: 
http://sfdhr.org/information-about-hiring-process#veteranspreference

Seniority Credit in Promotional Exams: 
Information regarding seniority credit can be found at:
http://www.sfdhr.org/index.aspx?page=20#senioritycredit

Exam Type:  CPE
Issued:  September 14, 2018
Micki  Callahan
Human Resources Director
Department of Human Resources
Recruitment ID Number: PBT-0931-089846
ASR/GB/415.554.5213

Benefits

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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