Benefits Center Coordinator – San Francisco Benefit Network (SFBN)- San Francisco Human Services Agency (2917) (151135)
Job Description
Under general direction, the 2917 Benefits Center Coordinator will be responsible for managing the lobby client flow and traffic at the 1235 Mission Street office, which houses Reception, the service center for SFBN (MC and CF) and CAAP, ADA Social Workers, and Workforce Development, all within the same lobby. This role will also supervise the 2918 Social Workers and Lobby Greeters assigned to the lobby, with the goal of assisting clients in navigating the system, connecting them to the appropriate services promptly, minimizing client wait times, and improving internal collaboration between the various staff teams stationed in the lobby. Additionally, this position will perform a variety of highly complex and responsible professional administrative duties, coordinating and collaborating with various teams and programs involved in the daily operations of the service center.
Essential Duties and Functions:
According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job class and are not intended to be an inclusive list; may include additional duties as assigned.
1. Oversees a coordinated lobby service approach; continuously seeking to improve client flow and delivery of services.
2. Manages daily lobby traffic by proactively monitoring the flow and assisting Social Workers and other lobby teams in maintaining order.
3. Provides supervision, as well as technical and administrative support, to the 2918 Social Workers and Lobby Greeters.
4. Develops, prepares, and presents monthly reports on lobby activities and incidents; and monitors the tracking and effectiveness of service integration.
5. Manages a range of detailed program responsibilities, including addressing challenges and implementing solutions, to ensure efficient operation of the benefits center.
6. Acts as representative of the assigned division when coordinating with the lobby occupants on matters related to Facilities, IT, and other general support for the1235 Mission Street lobby. Partners with the Security Liaison and Sherriff to ensure safe and effective monitoring of the lobby.
7. May directly supervise functions as assigned.
8. Leads the development and implementation of lobby policies and procedures, and provides recommendations for improving lobby flow.
9. May participate in staff recruitment and selection, including developing selection tools; serves on interview panels and recommends personnel appointments.
10. Provides or coordinates staff training, works with employees to correct deficiencies, implements disciplinary procedures, and recommends terminations when necessary.
11. May prepare the assigned program’s budget; monitors and approves budgetary transactions on an ongoing basis; forecasts additional funds needed for staffing, equipment, materials and supplies; administers the approved budget.
12. Responds to and resolves difficult and sensitive inquiries and complaints, and collaborates with various community partners on program referrals.
Qualifications
1. Education : Possession of a baccalaureate degree from an accredited college or university;
AND
2. Experience : Three (3) years of professional experience of which two (2) years are in the field of social services related to income maintenance or economic self-sufficiency programs. This experience includes responsibilities for functions such as supervising eligibility determination, case management, program development and administration, budget or contract development.
Substitution for Education: Additional qualifying experience as stated under the experience requirement may be substituted for up to two (2) years of the required education on a year-for-year basis (30 semester/45 quarter units equals one year).
Substitution for Experience: Possession of a Master’s degree in social work, business administration, public administration or related field may substitute for one (1) year of the required experience as described above for all specialties.
****Applicants must meet the Minimum Qualifications 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 https://sfdhr.org/how-verify-education-requirements
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.
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.
Resumes will not be accepted in lieu of a completed City and County of San Francisco application.
Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.
Selection Procedures :
Supplemental Questionnaire Examination (Weight: 100%):
Candidates who meet the Minimum Qualifications will be invited to complete the Supplemental Questionnaire Examination; this exam is designed to measure knowledge, skills and/or abilities in job-related areas which may include, but not be limited to: ability to establish and maintain effective relationships; knowledge of project management; ability to identify, analyze and recommend appropriate solutions; and time management ability. All responses to the Supplemental Questionnaire are subject to verification and should be consistent with the information provided in your application.
Candidate scores on this examination may also be applied to other announcements involving other job titles, when directed by the Human Resources Director.
A passing score must be achieved on the Supplemental Questionnaire Examination in order to continue in the selection process.
Candidate exam responses will be vetted as appropriate using AI use detection software. Evidence of use of AI, plagiarized answers, or falsified information in exam responses will be addressed in accordance with Civil Service Rules related to fraud and cheating.
The above test components are considered standardized and, therefore, test questions and answers are not available for public inspection or review.
After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following:
Minimum Qualification Supplemental Questionnaire (MQSQ): Candidates will be required to complete a MQSQ as part of the employment application. This MQSQ is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications (MQ) for this position. The MQSQ will be used to evaluate if the applicant possesses the required minimum qualifications.
Additional Information
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.
To find Departments which use this classification, please see https://sfdhr.org/sites/default/files/documents/Forms-Documents/Position-Counts-by-Job-Codes-and-Department-FY-2023-24.pdf
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. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/.
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.
Additional Information Regarding Employment 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 https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/ and begin the application process.
• Select the “I’m Interested” button and follow instructions on the screen
Applicants may be contacted by email about this recruitment 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, @smartalerts.info, and @smartrecruiters.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.
If you have any questions regarding this recruitment or application process, please contact the exam analyst, Patrice Brown, by telephone at (415) 557-5559 or by email at patrice.brown@sfgov.org.
All your information will be kept confidential according to EEO guidelines.
The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.
The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.