All applicants are required to complete the Supplemental Questionnaire as part of the online application process. The purpose of the Supplemental Questionnaire is to determine whether applicants possess the minimum qualifications and the knowledge, skills and abilities in job-related areas that have been identified as critical for satisfactory performance in this position. The information provided should be consistent with the information on your application and is subject to verification.
Part A
INSTRUCTIONS: Please answer all applicable questions by choosing the best response that matches your training and experience.
1.
Please indicate the number of units or type of degree you completed from an accredited college or university.
Master's or Juris Doctorate Degree
Baccalaureate Degree
Associate Degree
Completed less than 60 semester units/90 quarter units but more than 30 semester/45 quarter units
Completed 30 semester units/45 quarter units
None or less than 30 semester units/45 quarter units
If yes, please indicate your major coursework.
Economics
Finance
Accounting
Statistics
Business Administration
Public Administration
Other; please indicate in the text area below.
Other major coursework:
2.
I possess:
Twenty-four (24) months or more verifiable experience working with a private or public defined benefit plan or defined contribution plan.
At least twelve (12) months but less than twenty-three (23) months verifiable experience working with a private or public defined benefit plan or defined contribution plan.
None or less than twelve (12) months verifiable experience working with a private or public defined benefit plan or defined contribution plan.
3.
I possess:
Twenty-four (24) months or more verifiable experience reviewing and maintaining records.
At least twelve (12) months but less than twenty-three (23) months verifiable experience reviewing and maintaining records.
None or less than twelve (12) months verifiable experience reviewing and maintaining records.
4.
I possess:
Twenty-four (24) months or more working knowledge of Oracle PeopleSoft.
At least twelve (12) months but less than twenty-three (23) months working knowledge of Oracle PeopleSoft.
None or less than twelve (12) months working knowledge of Oracle PeopleSoft.
5.
I possess:
Twenty-four (24) months or more of working knowledge of Microsoft Office including using mail merge in Microsoft Word, creating formulas and creating links between cells on the same or different worksheets in Microsoft Excel, and Outlook.
At least twelve (12) months but less than twenty-three (23) months working knowledge of Microsoft Office including using mail merge in Microsoft Word, creating formulas and links between cells on the same or different worksheets in Microsoft Excel and Outlook.
None or less than twelve (12) months working knowledge of Microsoft Office including using mail merge in Microsoft Word, creating formulas and creating links between cells on the same or different worksheets in Microsoft Excel, and Outlook.
6.
Customer service includes contact with internal staff, members of a group, company or organization, or the general public, with whom information was shared and mutual understanding was sought.
I possess:
Extensive customer service experience; four years or more.
Significant customer service experience; more than two years and less than four years.
Some customer service experience; more than one year and less than two years.
Limited customer service experience; less than one year.
7.
My prior customer service training includes:
Professional courses that I have attended including seminars, webinars, and other instructor led classes. Please list the course(s) below:
Experienced supervisors providing feedback on effective ways to communicate with customers.
On the job experience with little guidance from management, but willing to learn.
Please list the professional course(s) below:
8.
Describe the intensity level of your customer service experience:
Very frequent customer contact; usually more than four hours each day.
Frequent customer contact; usually more than one hour but less than four hours each day.
Infrequent customer contact; usually less than one hour each day.
Part B
This section of the application will be 50% of each candidate’s final score.
INSTRUCTIONS: Please provide a full response to each question below and address each section of each question – even if the response may appear redundant. Do not write, "See application" or “See resume” or “Cut and Paste” materials from your resume. Although brevity is desired and appreciated, short (2-3 sentence) answers are not sufficient to adequately answer the questions. These materials will also be used to evaluate your written communication skills.
1.
Describe what steps you take to control mistakes in your work. Describe an example where mistakes were found in your work, including what the mistake was, and how you handled the situation.
2.
Benefits Technicians must relay complicated information to members in a way that is easily understandable. Describe a situation where you were required to provide complicated information to a customer/client, the steps you took to make sure the customer/client understood the information, and how you determined they did understand the information.
3.
Describe a situation when a customer/client had a problem and you did not know the answer. Describe the problem, how you handled the situation, and how it was resolved, if at all.
Certification:
I hereby certify that I am the author of this questionnaire and that all information is true and is based on my education, training, skills, and experience. I understand that any false or incorrect statement may result in my disqualification from the 1209 Benefits Technician exam and/or dismissal from employment with the City and County of San Francisco. I also understand and agree that any information provided is subject to verification.
Department of Human Resources