0931 Manager III - Integrated Resource Hub Director - HSA

Recruitment #PBT-0931-902993



This announcement has been amended and extended to reflect changes with the filing deadline.  Applicants who already applied under Recruitment PBT-0931-902993 during the filing period January 16, 2019 through March 8, 2019 need not reapply and will be included in the applicant pool.  


1/17/19: Extended application deadline to February 1, 2019

2/1/19: Extended application deadline to February 8, 2019  

2/11/19: Extended application deadline to February 22, 2019

2/22/19: Extended application deadline to March 1, 2019

3/1/19: Extended application deadline to March 8, 2019

3/8/19: Extended application deadline to March 15, 2019


This is a Position-Based Test conducted in accordance with Civil Service Rule 111A.

Who We Are

The mission of the Department of Aging and Adult Services (DAAS) is to assist older people and adults with disabilities, and their families, to maximize self-sufficiency, safety, health, and independence so that they can remain living in the community for as long as possible and maintain the highest quality of life.

The Department of Aging and Adult Services is a part of the Human Services Agency (HSA).  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. HSA was formed in 2004 with the merger of two previously existing city departments, the Department of Human Services and the Department of Aging and Adult Services. The Office of Early Childhood Education joined the Agency in 2014.

What We Do

The Department of Aging and Adult Services is specifically charged with planning, coordinating, and advocating for community-based services for older people and adults with disabilities. The Department is dedicated to the well-being, safety, and independence of adults with disabilities, older people, and their support systems. DAAS coordinates an integrated, comprehensive range of social, mental health, and long-term care services that fosters independence and self-reliance. DAAS protects the rights and assets of those who are no longer able to care or advocate for themselves, and the rights and assets of the deceased.

Position Overview

The Integrated Intake and Resource Hub Director provides linkages to resources available within the Department of Aging and Adult Services as well as to additional services in the community for older people, adults with disabilities, Veterans, and caregivers. For internal services, the Hub provides information and enrollment for Adult Protective Services, In-Home Supportive Services, transitional care services for people admitted to the hospital who are potentially eligible for In-Home Support Services, Medi-Cal and CalFresh, and assistance in obtaining benefits for Veterans. In addition to internal services, the Hub determines eligibility and provides enrollment for a number of community services including the Community Living Fund, case management, and home delivered meals. The Hub also serves as a resource to the community for a variety of needs including caregiver services and respite, residential communities for the elderly, nutrition meal sites, senior and community activities, health programs, and resources for people with Alzheimer’s and their caregivers. The Director is a strategic position in the development of an ongoing outreach campaign ensuring the community is aware of services available.

Essential Duties and Responsibilities

1.      Overseeing and integrating distinct service functions, including but not limited to intake/enrollment, resource information and referral, Veterans’ service benefits, and various eligibility determinations.

2.      Having an in-depth knowledge of all available services, establishing protocols, and procedures for triaging all calls from the public, linkages to services, home visits, and outreach campaigns.

3.      Monitoring, oversight, and evaluation of the Age and Disability Resource Centers across the city which provide information and resources to older people and adults with disabilities throughout every district in San Francisco.

4.      Analyzing reports regarding call volume, connections to services, abandoned calls, and client satisfaction and making independent decisions regarding program development and allocation of resources.

5.      Ensuring the effectiveness of the delivery of services including organizational structure, staffing, and quality of the delivery of services.

6.      Monitoring and evaluation of outside contractors and establishing goals and outcomes for those providers.

7.      Developing the management team by coaching, monitoring, and inspiring high performance results and connecting individual goals to the team vision.

8.      Conducting effective resource planning to maximize the productivity of resources (people, technology etc.).

9.      Partnering with program directors to develop outcomes and service objectives for the Resource Hub’s activities. Ensuring that internal program directors receive the same quality of service that external consumers receive.

10.   Developing and implementing strategic plan for outreach.


The Ideal Candidate:

·       Possesses strong leadership and relationship building qualities

·       Demonstrates well-developed skills in critical thinking and analysis

·       Possesses excellent communication and negotiation skills

·       Builds positive working relationships with internal and external stakeholders

·       Has experience successfully leading and coordinating people who work across multiple disciplines within and outside unit boundaries

·       Has experience coordinating budget preparation, monitoring of expenditures and financial reporting for the assigned section

·       Works well in a fast paced, dynamic, community-based setting serving the public


Minimum Qualifications


Possession of a baccalaureate degree from an accredited college or university in Social Work, Business Administration, Public Administration or closely related field;



Five (5) years of verifiable professional experience in a large social service setting or related community-based organization serving older adults and adults with disabilities.  This experience must include three (3) years supervising professional staff working in the field.

Additional experience as described above may be substituted for the required degree on a year-for-year basis (up to a maximum of two (2) years). One (1) year is equivalent to thirty (30) semester units / forty-five (45) quarter units.

**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.

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 Exam - Management Test Battery (40%)

Oral/Performance Examination (60%)

Selection Procedures

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. Please note: this examination is only held in San Francisco. 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.

Oral/Performance Examination (Weight: 60%):

Candidates who meet the Minimum Qualifications will be invited to participate in the Oral/Performance Examination designed to measure knowledge, skills and/or abilities in job-related areas which may include but not be limited to: knowledge of and ability to project management; ability to establish and maintain effective working relationships; knowledge of programs development and service delivery; ability to identify, analyze and report upon activities, issues, and problems and recommend appropriate solutions; written communication ability; knowledge of laws and regulations pertaining to target population..

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

Passing scores must be achieved on the Management Test Battery and the Oral/Performance Examination in order to continue in the selection process.

The above test components are considered standardized and, therefore, test questions and answers are not available for public inspection or review.

Minimum Qualification Supplemental Questionnaire (Weight: Qualifying):

Candidates will be prompted to complete a Minimum Qualification Supplemental Questionnaire as part of the online employment application. This Minimum Qualification Supplemental Questionnaire is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications for this position. Applicants must also complete the official application. It is essential that applicants provide complete information in identifying their education, experience and training. The Minimum Qualification Supplemental Questionnaire will be used to evaluate if the applicant possesses the required minimum qualifications.

CERTIFICATION: The certification rule for the eligible list resulting from this examination process will be Rule of the List. The hiring department may conduct additional selection processes to make final hiring decisions.

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 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.

Conviction History

As a selected candidate 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 selected candidate. 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 a selected candidate, 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:
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.


Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: 

Information regarding requests for Veterans Preference can be found at: 

Seniority Credit in Promotional Exams: 
Information regarding seniority credit can be found at:


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.

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

Exam Type:  CPE
Issued: January 16, 2019
Micki Callahan, Human Resources Director
Department of Human Resources
Recruitment ID Number: PBT-0931-902993
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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