1823 Senior Administrative Analyst (Taxpayer Assistance)

Recruitment #PBT-1823-101540

Introduction

This posting was amended to reflect changes to the recruitment deadline and Certification Rule.

City & County of San Francisco 

The City and County of San Francisco is a consolidated City and County, the only such consolidation in the State of California. The Mayor is also the County Executive and the County Board of Supervisors also acts as the City Council. Because of its unique status, the government of San Francisco exercises jurisdiction over property that would otherwise be located outside of its corporation limit and manages county welfare, health and justice functions under its city government.

About the Office of the Treasurer & Tax Collector

The Office of the Treasurer & Tax Collector offers an exceptional opportunity for the right candidate to serve this progressive, results driven city department by engaging in interesting and rewarding mission-critical work. The Office of the Treasurer & Tax Collector serves as the banker, tax collector, collection agent, and investment officer for the government of San Francisco.

The Office of the Treasurer & Tax Collector's Taxpayer Assistance (TPA) Section provides efficient and courteous customer service to all San Francisco residents, businesses, and visitors. TPA is responsible for answering inquiries via 311 requests, phones, service counter, email, and other written communication.

Under general direction of the Section Manager, the TPA Assistant Manager supervises the daily floor operations of the section and develops internal and public-facing instructional materials. The TPA Assistant Manager plays a key role in the section’s success by providing staff training to ensure high-quality, proactive, and responsive customer service with regard to the section’s broad array of programs, functions, and services, and performs other related duties as assigned.

ESSENTIAL FUNCTIONS:

MANAGING & SUPERVISING STAFF:
1.  Supervises the daily floor operations of the Taxpayer Assistance (TPA) Section; manages employees’ workload, assigns projects, roles, functions, and tasks to staff, ensuring completion of required workload and evaluates performance.

MANAGING & ANALYZING TAXPAYER SERVICE, PROGRAMS & RELATIONSHIPS:
2.  Provides customer service in a high-volume, public capacity, including managing large crowds of 10 taxpayers or more during peak periods.

3.  Develops internal and public-facing instructional materials, and provides staff training to ensure high-quality, proactive and responsive customer service with regard to the section’s broad array of programs, functions and services; Develops and provides training to staff both inside and outside of the section on policy, procedures, and programs.

4.  Analyzes and plans section’s programs and services for continuous improvement and compliance with existing and 4hanging policies, procedures, legislation and regulations (departmental, city, state, and federal); interprets and clearly explains detailed information to the general public in complex subject areas.

COMMUNICATING TAXPAYER INFO:
5.  Makes periodic public presentations to explain or provide training on tax-related information to staff and other departments.

6.  Monitors and updates online content and printed material for accuracy and efficiency of use.

Minimum Qualifications

1. Possession of a graduate degree (Master's degree or higher) from an accredited college or university and three (3) years of full-time equivalent experience performing professional level analytical work as described in Note A: OR

2. Possession of a graduate degree (Master's degree or higher) from an accredited college or university with major college coursework as described in Note B and two (2) years full-time equivalent experience performing professional level analytical work as described in Note A; OR

3. Possession of a baccalaureate degree from an accredited college or university and four (4) years full-time equivalent experience performing professional level analytical work as described in Note A; OR

4. Possession of a baccalaureate degree from an accredited college or university with major college coursework as described in Note B and three (3) years full-time equivalent performing professional level analytical work as described in Note A

SUBSTITUTION:  Applicants may substitute up to 2 years of the required education with additional qualifying experience in budget analysis, financial analysis and reporting, legislative/policy analysis, or contract/grant administration. One year (2000 hours) of additional qualifying experience will be considered equivalent to 30 semester units/45 quarter units.

Notes on Qualifying Experience and Education:

A. Qualifying professional-level analytical experience must be in one or more of the following functional areas: complex budget analysis, development and administration; complex financial/fiscal analysis and reporting; development of complex contracting systems and administration of competitive bid processes and complex contractual agreements; development and evaluation of complex management/administrative policy; complex grant administration and monitoring; complex program evaluation and planning; complex legislative analysis; complex economic analysis; or other functional areas related to the duties of positions in Class 1823, where the primary focus of the job is complex professional-level analysis for evaluation, recommendation, development and implementation of major programs and functions of department/organization. Analytical experience equivalent to the duties of Class 1822 is considered qualifying.

B. Coursework applicable to a baccalaureate or higher degree in specialized subject matter areas such as public or business administration, management, business law, contract law, public policy, urban studies, economics, statistical analysis, finance, accounting or other fields of study closely related to the essential functions of positions in Class 1823.

Desirable Qualifications:

  • Experience providing customer service in a high-volume, public capacity, including managing crowds of 10 or more during peak periods. more during peak periods; interact cordially with co-workers and the public; handle sensitive cases with discretion and tact; diffuse volatile situations.
  • Experience supervising and scheduling staff based on workflow (handle call-outs, determine rotating assignments for special projects and 311).
  • Experience training staff, synthesizing ideas and disseminating specialized knowledge across the Department, 311, and the public.
  • Experience working in a fast-paced work environment with daily deadlines; multi-tasking and prioritizing efficiently.
  • Experience successfully learning new technology and systems.

The stated desirable qualifications may be used to identify job finalists at the end of the selection process when candidates are referred for hiring.

How To Apply

Applications for City and County of San Francisco jobs are being accepted through an online process.

  • Click on the “Apply” link above
  • Select either “I am a New User” if you have not previously registered, or “I have Registered Previously”
  • Follow instructions on the screen

Computer kiosks 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 Department of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA.

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).

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 personnel analyst, Joni Kuroyama at 415-554-4475 or via e-mail at joni.kuroyama@sfgov.org.

Resumes may be attached to the application; however, resumes will not be accepted in lieu of a completed City and County of San Francisco application.

Note:  Make sure your application and any attachments to the application submitted at the time of filing are complete and accurate and include details on all experience, education, training and other information that qualifies you for this recruitment. Failure to submit a complete and accurate application at the time of filing may result in your ineligibility for this recruitment. Only the most qualified applicants will continue on in the selection process.

VERIFICATION:
All applicants may be required to submit verification of qualifying education and experience at any point in the application and/or departmental selection process. Verification of qualifying experience, when requested, must be documented on the employer's business letterhead and must include the name of the applicant, job title(s), dates of employment, description of job duties performed, and signature of the employer or the employer’s authorized representative.  Employees of the City and County of San Francisco may submit performance evaluations showing duties performed to verify qualifying City experience. City employees will receive credit for the duties of the class to which appointed. Credit for experience obtained outside of the employee's class will be allowed only if recorded in accordance with the provisions of Civil Service Commission Rules. Verification may be waived if impossible to obtain. The applicant must submit a signed statement explaining why verification cannot be obtained. Waiver requests will be considered on a case-by-case basis. Failure to provide the required verification, or request for waiver when requested may result in rejection of application.

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 from this and future job opportunities with the City and County of San Francisco.

Selection Procedures

Minimum Qualification Supplemental Questionnaire (Weight: Qualifying):

Candidates will be prompted to complete a Supplemental Questionnaire as part of the online employment application. This 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 Supplemental Questionnaire will be used to evaluate if the applicant possesses the required minimum qualifications.

The examination process shall consist of the following listed below:

Written Core Examination (Weight: 50%)

Candidates will be invited to participate in a written, multiple-choice examination, designed to measure their relative knowledge, skills and abilities in job-related areas. The “core” multiple-choice examination component may include but not be limited to:

  • Ability to evaluate/analyze information/data and to exercise good judgment relative to that evaluation or analysis;
  • Ability to communicate written information (includes ability to proofread);
  • Knowledge of, and ability to apply, financial/fiscal principles (including the ability to use mathematical and statistical formulas);
  • Ability to comprehend and understand written information;
  • Ability to use various computer software programs;
  • Ability to conduct research;
  • Ability to establish and maintain cooperative and effective working relationships;
  • Knowledge of, and the ability to apply, principles, practices and procedures involving office operations;

This is a standardized examination and, therefore, test questions and test answers are not available for public inspection or review.

You will receive one or more scores with respect to the multiple-choice exam component. One will correspond to the core test component and, should any specialty subtests be added to that component, you may receive one or more additional “specialty” scores. Any scores attained on these components 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 any test components for which you have already attained a score. This core test is also used for 1820 Junior Administrative Analyst, 1822 Administrative Analyst and 1823 Senior Administrative Analyst therefore your test scores may be applied to one or more of these classes if you choose to apply to future recruitments. This is not the same exam that is used for 1824 Principal Administrative Analyst, as such your scores on this exam are not applied to any 1824 recruitments, and your scores from the 1824 exam cannot be applied to this recruitment. If the selection process for the future announcement is held within one year of the date of this examination and it includes any of these components [i.e., core exam or specialty subtest(s)], your score(s) for the corresponding test component(s) will be automatically applied to that announcement. However, after one year, you have the option to either (a) apply your test score(s) to the other announcement or (b) re-take the test component(s). 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 test component (core or specialty subtest) is used. Please note that, should you re-test, your re-test score would become your official score since it is the most recent.

Basic Supervisory Exam (Weight: 50%)

Candidates will be administered a written multiple-choice examination that is designed to measure basic knowledge of various supervisory practices and procedures (e.g. directing, counseling, guiding, evaluating, motivating, disciplining, developing and training subordinates, delegation, etc.) as well as customer service and reading comprehension.

This is a standardized examination and, therefore, test questions and test answers are not available for public inspection or review.

The examination is administered via computer or in paper format. Qualified candidates will be notified of the particular format to be used in their test appointment notification.

The score you achieve on this examination shall 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 this test again should you apply and be found eligible for a future announcement for which this particular test is used. Please note this test is used for other supervisory 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 test for this future announcement is held within one year of the date of this examination, 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 test. 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 this test is used. Please note that, should you re-test, your re-test score would become your official score since it is the most recent.

Candidates must achieve a passing score on the above examinations in order to be ranked on the eligible list.

Note: Applicants who meet the minimum qualifications are not guaranteed to advance through all of the steps in the selection process.

The department may utilize additional position-specific selection procedures to make a final hiring decision.

Certification:

The certification rule for the eligible list resulting from this examination will be Rule of 5 Scores. Additional selection processes may be conducted by the hiring department prior to making final hiring decisions.

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.

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.

Conclusion

Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: http://www.sfdhr.org/index.aspx?page=20#applicantswithdisabilities

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

Information regarding requests for Veterans Preference can be found at: http://www.sfdhr.org/index.aspx?page=20#veteranspreference

General Information concerning City and County of San Francisco Employment Policies and Procedures can be found at: http://www.sfdhr.org/index.aspx?page=20 or a hard copy may be obtained 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. Information regarding this can be found at: http://www.sfdhr.org/index.aspx?page=20#copies

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. More information can be found at: http://www.sfdhr.org/index.aspx?page=20#identification

Terms of the Announcement: http://www.sfdhr.org/index.aspx?page=20#announcementsdefinitions  
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.

Exam Type: COMBINED PROMOTIVE & ENTRANCE
Micki Callahan, Director
Department of Human Resources
Recruitment Number: PBT-1823-101540
Issued: December 20, 2019; amended 12/23/19 for Cert. Rule & 12/24/19 for deadline
TTX/JK (415) 554-4475

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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