2913 Program Specialist - HSA

Recruitment #CBT-2913-903512


**This recruitment has been re-opened to reflect a change in selection procedures. The examination will be administered remotely. Due to this change, we are reopening the announcement to accept additional applications.**

Department Overview

The Human Services Agency of the City and County of San Francisco shares a commitment to a diverse, inclusive, and equitable community. Each member of our organization is responsible and accountable for promoting success, being compassionate, and ensuring that everyone has a voice to make San Francisco an inclusive and equitable place to live and work by employing fair and just practices to and for all.

The Human Services Agency promotes well-being and self-sufficiency among individuals and families in San Francisco. Its programs provide income support, food security, health coverage, general relief, employment, child welfare/foster care/adoptions services, aging and adult services, and early care and education services. The agency has 2,200 employees and an annual budget of $900 million.  It is organized into three departments and many divisions and programs.

Position Overview 

The 2913 Program Specialist is used by In Home Supportive Services (IHSS), County Adult Assistance Program (CAAP), CalWORKs, Workforce Development (WDD), Family and Children’s Services (FCS), Investigations, and SF Benefits Net. Under general supervision, the Program Specialist performs a variety of specialized technical duties that may include investigating, reviewing, evaluating, training, screening and coordinating the activities of various programs of the Department of Human Services and the Department of Public Health. Positions in this job code are responsible for carrying out specialized functions for an assigned program and performing specialized duties which require a comprehensive knowledge of Federal, State, Local and Departmental policies, procedures, rules and regulations.

The Program Specialist may direct the work of clerical staff and manage the skill development of new employees. The essential functions may include, but are not limited to performing the duties of one or more of the following broadly defined roles:


Under general supervision, the Quality Control, Investigations, Overpayments or Appeals Specialist performs investigations in support of human service programs. The Program Specialist reviews and monitors Department compliance with County, Federal and State regulations as related to public assistance programs, prepares reports on findings, identifies problems of non-compliance, recommends corrective action regarding discrepancies, and may supervise clerical staff.

The essential duties of this position may include, but are not limited to:

  • Investigate welfare fraud and other financial crimes by verifying the eligibility, detecting and preventing fraudulent claims for public assistance, and making appropriate referrals to the Special Investigations Unit.
  • Conduct field investigations, interviews and home visits often in situations requiring communication with individuals who may have medical (e.g. drug or alcohol), psychiatric or aggressive behavior issues.
  • Investigate allegations or referrals of assistance overpayment, calculate overpayment amounts if applicable and accepted, prepare related documentation, refer fraud and non-fraud overpayment and cite various laws and regulations violated.
  • Review case records and determine whether County actions were correct and timely.
  • Conduct computer records searches, internet searches, and employ other investigative techniques to gather information.
  • Collaborate with investigators, attorneys, eligibility workers, social workers, and other relevant parties.
  • Prepare position statements, testify in court and represent the department at hearings.
  • Monitor compliance with the hearing decisions. 
  • Maintain knowledge of relevant Federal, State, Local, and departmental policies, procedures, rules and regulations.
  • Identify problems of non-compliance or errors in cases and recommend corrective action regarding discrepancies.
  • Monitor error rate, identify error patterns and work closely with Quality Assurance (QA) unit to learn of errors.
  • Actively review targeted tasks, phone calls, and supervisor QA forms to ensure quality of customer service.
  • Compile complex reports and documentation for procedural manuals, track metrics on program quality, provide evidence that supports conclusions and present summary findings and recommendations to supervisors and managers.
  • Facilitate and contribute to short and long-term projects to assigned workgroups. 


Under general supervision, the Training and Policy Development Specialist performs policy writing, training, and supervision of clerical staff and/or trainees in support of human service programs. The essential duties of this position may include, but are not limited to:

  • Provide classroom training, individual coaching and consultation as needed for employee development.
  • Conduct community and department presentations on program services.
  • Evaluate and determine training needs for the assigned program while monitoring how new or revised programs and regulations may impact current training programs.
  • Write and edit training manuals (including the translation of program materials), interactive online resources, presentation media, hard copy formats, technical reports, handbooks and procedural memos to ensure they reflect the latest policies and regulations and coordinate the production and distribution of online and printed materials.
  • Supervise trainees during the on-the-job portion of induction training; foster career growth and evaluate trainees upon conclusion of training.
  • Supervise clerical staff in assigned unit.
  • Interpret, verify and analyze program policies and procedures to ensure they comply with new or revised Federal, State, and Local regulations. Provide feedback to State or Federal officials regarding new or proposed policies and procedures, audit findings, and case reviews.
  • Provide advice, guidance and recommendations to Department staff and the general public on upcoming and existing Department services and program policies and procedures.
  • Attend meetings, chair committees and consult appropriate stake holders or experts to gain knowledge related to the production of training and policy materials and/or review audit findings as a County or Department representative Participate in screening, interviewing, and recommending hiring of staff members. Communicate meeting outcomes to relevant program staff.
  • Participate in screening, interviewing, and recommending hiring of staff members. 


Under general supervision, the Technical Program Specialist oversees the technical infrastructure of program systems (ex. iTasks, Q-Flow, Monet, ACD, Promptly, Digital Speech, CalWIN, CMIPS II, MyBCW, MEDS) to ensure proper functioning. The essential duties of this position may include, but are not limited to:

  • Monitor infrastructure to ensure quality and reliability of service. 
  • Provide real-time modifications and scheduled maintenance to systems that will include: managing users and user functions; managing requested modifications from programs; working independently or with vendors to ensure requested modifications are completed, tested and implemented; submitting incident reports/tickets to vendors.
  • Provide real-time monitoring of systems that may include the following: real-time ACD call metrics; real-time lobby traffic and response; real-time task distribution; real-time text messages.
  • Serve as subject matter expert and first point of contact for system technical issues.
  • Ensure that daily, weekly and monthly reports are produced accurately and on time.
  • Recommend system improvements and actively participate in performance improvement projects.
  • Track and troubleshoot problematic system issues.  


Under general supervision, the Service Center Coordinator will be part of a team responsible in leading, coaching, and making recommendations with the objective to maximize program efficiency, productivity, and accuracy. The essential duties of this position may include, but are not limited to:

  • Manage staff schedule to ensure adequate service center coverage.
  • Ensure equipment and systems (Q-Flow kiosks, PCs, printers, and other peripherals) are in good working condition; facilitating and coordinating escalation or replacement request processes.
  • Provide coaching and support in handling problematic customer calls.
  • Develop and issue call scripts, standard responses, policies and training materials to be used by Service Center Staff.
  • Send out real-time alerts and notifications to staff with high volume calls, increased wait times, and worker phone assignments.
  • Develop ad-hoc reports as needed by management.
  • Work with manager to identify issues that cause service gaps.
  • Interpret, research, and evaluate call trends, develop long and short term forecasts to meet optimal service objectives, provide staffing recommendations based on analysis, review data to compare actual results versus forecasts, and develop recommendations to continuously improve center performance.

Minimum Qualifications


  1. Three years of experience in the Social Services field performing duties in the area of eligibility determination, case management, data management, employment services or training.

Note: Data management experience refers to high-level and large scale data management activities using software programs dealing with large sets of data. Administrative record-keeping experience is not considered qualifying.

Special Requirements:

Essential duties involve the following physical skill and work environment:

Ability to work in a typical office environment; most positions involve the physical activities of sitting, standing, and lifting 5-10 lbs., and the ability to travel to different sites and conduct home visits. May require hand-eye coordination and manual dexterity for data entry and extensive VDT exposure.


Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. Refer to the following links for verification: https://sfdhr.org/information-about-hiring-process

Education Verification, including verifying foreign credits or degree equivalency: https://sfdhr.org/how-verify-education-requirements%20

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

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

How To Apply

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit http://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  (CBT-2913-903512)
  • 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

In line with the Official Public Health Order to slow the spread of COVID-19, “shelter-in-place” has been issued for all San Francisco residents that is expected to be in effect until further notice.  As a result, Department of Human Resources (DHR)’s office (located at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA 94103) is currently closed to the general public. If you have any questions, please feel free to email the Human Resources Analyst listed on this announcement.

You can also watch this video for further assistance with our online application system:


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 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, John Kraus, by telephone at 415.557.5856, or by email at john.c.kraus @sfgov.org.

Selection Plan

Minimum Qualification Supplemental Questionnaire (Weight: Qualifying)

Remote Written Multiple Choice Examination (Weight: 100%)

Selection Procedures

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.

The Multiple Choice Examination will be administered remotely. This computer-administered exam can be taken at home. Candidates must have access to a computer and reliable internet connection to participate in this exam. Candidates will be scheduled for a specific time and date to complete the examination. Candidates who meet the minimum qualifications will be invited to participate in the exam component described below.

Remote Written Multiple Choice Examination - Weight: 100%

Candidates who meet the minimum qualifications will be invited to participate in a remote written multiple-choice examination to determine their relative knowledge, ability and skill levels in job-related areas, which may include but are not limited to: the ability to interpret and apply policies, problem solving skills, and data analysis.

This is a standardized remote written examination. In accordance with Civil Service Rule 111.11.4, inspection privileges do not apply to the questions and answers in this examination. 

A passing score must be achieved on the Written Multiple-Choice 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.

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 of nine (9) months, and may be extended with the approval of the Human Resources Director.

To find Departments which use this classification, please see https://sfdhr.org/sites/default/files/documents/ASO-Level-Chart.pdf?documentID=21246.

Certification: The certification rule for the eligible list resulting from this examination process will be Rule of Three (3) Scores. The hiring department may conduct additional selection processes to make final hiring decisions.

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 and Appeal Rights

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.  [Note: The correction of clerical errors in an announcement may be posted on the Department of Human Resources website at www.jobaps.com/sf.] The terms of this announcement may be appealed under Civil Service Rule 110.4.  Such appeals must be submitted in writing to the Department of Human Resources, 1 S Van Ness Avenue, 4th Floor, San Francisco, CA 94103-5413 by close of business on the 5th business day following the issuance date of this examination announcement.  Information concerning other Civil Service Commission Rules involving announcements, applications and examination policies, including applicant appeal rights, can be found on the Civil Service Commission website at http://sfgov.org/civilservice/rules.


Note on Personal Protective Equipment (PPE):

Some positions in the Human Services Agency 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 face-fitting respirator.


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.


Reasonable Accommodation 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


Veterans Preference

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


Driver’s License Requirement:

Most positions require a valid California’s driver’s license: http://www.sfdhr.org/index.aspx?page=20#license


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


Exam Type: Combined Promotive and Entrance  (CPE)

Issued: Wednesday, October 7, 2020

Re-issued: Thursday, June 3, 2021

Carol Isen, Human Resources Director

Department of Human Resources

Recruitment ID Number: CBT-2913-903512

HSA/JCK 415.557.5856


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.

Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet.
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.

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