2586 Health Worker II

Recruitment #TPV-2586-086425


Appointment Type: Temporary Provisional (TPV).  A temporary provisional appointee must participate and be successful in a Civil Service Examination process for this classification and be selected through an open competitive process in order to be considered for a permanent appointment. Provisional appointments may not exceed three (3) years.

The San Francisco Department of Public Health (DPH), Ambulatory Care Centralized Call Center, is accepting applications for temporary provisional positions in class 2586 Health Worker II to work in the Centralized Patient Unit,  and Ambulatory Call Center located at Laguna Honda Hospital. The Ambulatory Care Centralized Call Center provides efficient and high quality customer service over the phone and through email to San Francisco Health Network patients and families. Currently, the Centralized Call Center serves twelve (12) clinics within the San Francisco Health Network and will continue to expand its services to other health centers.

These positions will respond to a high volume of telephone inquiries from patient's in an efficient manner. Positions require the incumbent to be bilingual in English and Spanish.  

Shift: Varies depending on position.  Days, evenings, nights, weekends, and/or holidays may be required. 

Essential Duties:
Under general supervision, the 2586 Health Worker II, will perform a wide variety of paraprofessional duties for the Ambulatory Care Centralized Call Center. The essential duties include:

  • Answer a high volume of telephone calls and electronic messages within a structured call center from San Francisco Health Network (SFHN) patients and their families;
  • Make appointments for new patients into Primary Care from the Emergency Department (ED), Urgent Care, Healthy San Francisco (HSF) and individuals calling from the community;
  • Perform incidental clerical functions such as keeping records, and arranging patient appointments;
  • Refer patients to appropriate medical home and when appropriate to Nurse Advice Line;
  • Maintain accurate logs and other documentation related to appointment processing;
  • Coordinate appointment making processes with various medical homes;
  • Provide information and resources per protocols to SFHN patients and others over the telephone regarding health care services and other available facilities;
  • Serve as a liaison between the professional staff and community;
  • Perform health outreach, referral services and answer questions from patients;
  • Assist in the preparation and dissemination of health services information and updates written documents;
  • Provide bilingual services in contacts with non-English speaking clients;
  • Simultaneously utilize multiple computer systems and telephone systems to document in the electronic medical record;
  • Adhere to established scripts and protocols to assist callers with various clinical and scheduling needs;
  • Use the electronic medical record to communicate to health care clinic staff and providers; and
  • Proactively elevate problems and offer solutions.

The Health Worker II performs other related duties as assigned/required.

Minimum Qualifications

1.  Experience:  One (1) year (equal to 2,000 hours) of verifiable experience within the last five (5) years, performing a combination of at least two (2) of the following duties:

  • serving as a liaison between targeted communities and healthcare agencies;
  • providing culturally appropriate health education/information and outreach to targeted populations;
  • providing referral and follow up services or otherwise coordinating care;
  • providing informal counseling, social support and advocacy to targeted populations;
  • escorting and transporting clients;
  • providing courier/dispatcher functions;
  • performing pre-clinical examinations of vital statistics, such as measuring a patient’s weight, height, temperature and blood pressure; AND

Special Condition: In addition to the listed minimum qualifications above, positions require applicants to possess the following requirements in order to qualify.

2.  Bilingual proficiency in English and Spanish

Possession of a Community Health Worker Certificate from City College of San Francisco can substitute for 6 months of experience for minimum qualification # 1.

Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.

Verification of Experience: http://sfdhr.org/getting-job#verification
Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process.

Verification of Education: 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, @famsf.org, @ccsf.edu).

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 and supplemental questionnaire 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, Antenor Arenas, by email at Antenor.Arenas@sfdph.org


Selection Procedures

The selection procedure will include evaluation of applications and the supplemental questionnaire in relation to minimum requirements. Depending on the number of applicants, the Department may establish and implement additional screening mechanisms to comparatively evaluate qualifications of candidates.

Language Proficiency Exam:
Candidates deemed qualified who meet the special language condition must pass a departmentally approved language proficiency exam prior to appointment.  Only those candidates who pass the bilingual proficiency test will be considered for bilingual positions.
Applicants must indicate on the application form the language(s) in which they claim proficiency.

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.


  1. Licensure/Certification/Registration: Valid licensure/certification/registration as a requirement to perform the job must be kept current throughout length of employment. Failure to demonstrate/show proof of possession of required valid licensure/certification/registration may result in dismissal and/or termination of employment. 
  2. Note on ICARE:  Willingness to uphold/abide by ZSFG’s ICARE (I-Introduce, C-Connect, A-Ask, R-Respond, E-Exit) philosophy for employee and patient interactions. For more information on ICARE, please visit: website link TBD (MUST INCLUDE in NOTES on CBT announcements/in desirable qualifications in PBT, TEX, TPV announcements)
  3. Note on Electronic Health Record (EHR): The Department of Public Health (DPH) is implementing a unified Electronic Health Record (EHR) system and DPH employees must demonstrate competency in the use of the system that is appropriate for their classification as a condition of employment. Note on Personal Protective Equipment (PPE): Some positions in the Department of Public Health will require the use of personal protective equipment (PPE), including but not limited to gloves, gowns, eye and face protection, and face-fitting respirators. The requirement for the use of PPE may come on short or no notice. Facial hair or any condition that interferes with a face-fitting respirator’s seal (i.e. comes between the sealing surfaces of the respirator and the wearer’s bare skin) is not permitted when face-fitting respirators are worn, including during initial or periodic respirator fit-testing. Employees who choose not to shave and do not have either American Disabilities Act (ADA) or Equal Employment Opportunity (EEO) Accommodations do not have the right to alternate work assignments or the option of using a loose-fitting Powered Air Purifying Respirator (PAPR) in place of a FaceFitting Respirator.  
  4. Medical Examination/Drug Testing: Prior to appointment, at the Department's expense, applicants may be required to take a tuberculosis (TB) screening test, a medical examination and/or drug test.  
  5. 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.
  6. Copies of Application Documents: Applicants should keep copies of all documents submitted, as these will not be returned.
  7. 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.
  8. 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


Issued:  May 11, 2018
Micki  Callahan
Human Resources Director
Department of Human Resources
Recruitment ID Number: 086425
DPH/JS/(415)554-2915/DHR POS. 01125990;01124266


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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