Program Specialist - San Francisco Human Services Agency (2913) (X00078)

The 2913 Program Specialist is used by In-Home Supportive Services (IHSS) County Adult Assistance Program (CAAP) CalWORKs Workforce Development (WDD) Family and Childrens Services (FCS) Investigations SF Benefits Net Program Support Operations Alignment & Guidance as well as the Department of Homelessness and Supportive Housing. 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 Human Services Agency and the Department of Homelessness and Supportive Housing. 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/or senior eligibility staff and manage the skill development of new employees.

ESSENTIAL DUTIES:

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. Reviews advises monitors and updates Department policies processes and procedures for compliance with County Federal and State regulations and provides policy interpretation as it relates to the assigned program.
2. Researches program and quality control regulations and procedures to prepare reports that track metrics and presents summary findings and recommendations to stakeholders by implementing data collection tools such as Microsoft Forms.
3. Composes written material such as hard copy memos manuals reports interactive online resources and presentation media.
4. Facilitates and contributes to short and long-term projects and workgroups.
5. Provides technical support for assigned program management systems to ensure smooth functionality and responsiveness to stakeholders.
6. May supervise and guide clerical and/or senior eligibility staff to support staff development and growth.
7. Performs related duties as assigned.

In addition to the duties above for the unique assignments below incumbents may perform the following duties:
 

QUALITY CONTROL INVESTIGATIONS OVERPAYMENTS AND/OR APPEALS SPECIALIST

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/or State regulations policies procedures and/or ordinances 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.

In addition to the general duties above:

1. Detects investigates and prevents fraudulent claims for public assistance to avoid welfare fraud and other financial crimes.
2. Conducts field investigations and home visits often in situations requiring communication with individuals who may have medical (e.g. drug or alcohol) psychiatric or aggressive behavior problems by interviewing telephoning and/or via correspondence with the client
3. Reviews and analyzes client case records case information and other pertinent documents for possible errors inconsistencies and discrepancies.
4. Uses guidelines related to the processing of public assistance applications to verify eligibility correctness of payment decisions and appropriateness of the services provided.
5. Finalizes referral acceptance or denial based on established criteria and documents reason for rejection e.g. no violation additional evidence or clarification.
6. Conducts and verifies investigations of client appealed cases regarding eligibility or amount granted.
7. Reviews Income and Eligibility Verification System (IEVS) matches and overpayment referrals  determines overpayment amounts or investigates paid claim matches if applicable and prepares related documentation by citing various laws and regulations violated.
8. Prepares and delivers cases at State hearings by presenting oral arguments examining witnesses defending the departments interpretation of regulations and providing legally binding stipulations.

TRAINING AND POLICY DEVELOPMENT SPECIALIST

Under general supervision the Training and Policy Development Specialist performs policy writing training and supervision of clerical staff and/or eligibility trainees in support of human services programs.

In addition to the general duties above:

1. Provides classroom training individual coaching consultation and policy interpretation.
2. Assists in the supervision and evaluation of trainees during the on-the-job portion of induction training and fosters career growth amongst trainees.
3. Supervises clerical staff in assigned unit.
4. Attends meetings chairs committees and consults appropriate stakeholders or experts to gain knowledge related to the production of training policy and internal business process materials and/or review audit findings as a County or Department representative.
5. Participates in screening interviewing and recommending the hiring of staff members.
6. Conducts data analysis to monitor information systems data quality in accordance with established performance metrics.
7. Collaborates with designated Technical Assistance Providers to develop IS training materials to devise annual training calendar identify training delivery formats (online vs. in-person CBT) and confirm the validity of existing training material to ensure compliance with federal requirements.
8. Reviews targeted tasks phone calls and supervisor quality assurance forms to ensure quality of customer service.
9. Determines training needs develops and evaluates training courses and coordinates conducts and maintains a variety of training programs and modules to reflect current laws rules and regulations and best practices.
10. Trains new staff using a variety of instructional tools and methods including PowerPoint presentations Zoom and/or Microsoft Teams training videos handouts and hands-on scenarios within the HSA systems such as CalSAWS or CMIPS II to simulate real-world cases and enhance practical learning.
11. Serves as a subject matter expert (SME) and provides expert guidance to stakeholders in the assigned program areas by maintaining comprehensive knowledge of policies procedures and the CalSAWS or CMIPS II systems.

TECHNICAL PROGRAM SPECIALIST

Under general supervision the Technical Program Specialist oversees the technical infrastructure of program systems (ex. iTasks ACD Promptly Digital Speech CalWIN/CalSAWS CalSAWS Lobby Management System CMIPS II MyBCW MEDS) to ensure proper functioning.

In addition to the general duties above:

1. Monitors infrastructure to ensure quality and reliability of service. 
2. Provides real-time modifications and scheduled maintenance to systems that may include managing users and user functions managing requested modifications from programs ensuring requested modifications are completed tested and implemented and submitting incident reports/tickets to vendors. 
3. Provides real-time monitoring of systems that will include the following: real-time ACD call metrics; real-time lobby traffic and response; real-time task distribution; real-time text messages.
4. Serves as subject matter expert and first point of contact for system technical issues.
5. Ensures that daily weekly and monthly reports are produced accurately and on time. 
6. Recommends system improvements and actively participate in performance improvement projects.
7. Creates and runs regular or ad hoc reports using Excel and Crystal Reports to identify case programs demographic information or gaps in business processes.
8. Oversees the technical setup and ongoing functionality of program systems including CalSAWS Calabrio AmazonConnect and Digital Speech platforms by performing user management ACD script updates classification code adjustments and infrastructure modifications as needed.
9. Provides onsite support to staff and supervisors during the implementation of system enhancements ensuring seamless integration and troubleshooting as needed
10. Develops and maintains job aids and instructional materials for specialized systems.
11. Facilitates cross-program discussions and coordinates and collaborates with IT and program representatives to propose document and implement system enhancements for improved functionality and user experience.

PROGRAM SUPPORT SPECIALIST

Under general supervision the Program Support Specialist will be part of a team responsible in leading coaching and making recommendations with the objective to maximize program efficiency productivity and accuracy.

In addition to the general duties above:

1. Manages workforce schedules and service coverage to meet operational demands and improve overall program efficiency and service quality.
2. Conducts quality control for equipment and systems and facilitates and coordinates the escalation or replacement request process.
3. Provides coaching and support in handling challenging customer calls.
4. Develops and issues call scripts standard responses and policies and training materials to be used by Service Center Staff. 
5. Sends real-time alerts and notifications to staff with high volume calls increased wait times and worker phone assignments.
6. Works with manager and/or Benefits Center Coordinator to identify issues causing service gaps and reviews data to interpret research and evaluate call trends actual versus forecasted results and makes recommendations for improvement.
7. Provides staffing recommendations based on analysis and use of the workforce management program Calabrio.
8. Monitors real-time staffing levels and adjusts workforce assignments to meet changing demand reducing customer wait times and optimizing resource distribution during peak service periods.
9. Participates in cross-program discussions; coordinates and collaborates with IT and program representatives to propose document and implement system enhancements for improved functionality and user experience.

PREVENTION AND PROBLEM SOLVING SPECIALIST

Under general supervision the Prevention and Problem Solving Program Specialist will be part of a team supporting the monitoring and evaluation of Prevention and Problem Solving contracts to ensure compliance with program rules.  The Prevention and Problem Solving Specialist conducts key quality insurance reviews to prevent fraud and monitor compliance.  In addition the position provides key support in ensuring compliance with the Mayors Executive Order for Travel and Relocation and the Homeward Bound Ordinance.

In addition to the general duties above:

1. Detects and prevents fraudulent claims for the San Francisco Emergency Rental Assistance Program (SF ERAP) and other financial crimes. 
2. Supports the review verification and evaluation clients case application for possible errors inconsistencies and discrepancies.
3. Ensures compliance with the Mayors Executive Order for Travel and Relocation and the Homeward Bound Ordinance.
4. Monitors relocation assistant participants and reviews relocations guidelines and verifies location of relocation participants.
5. Completes 90 checks per the Homeward Bound Ordinance and documents this and the relocation assistant participants in the ONE System on services provided.
6. Navigates and uses the Homeless Management Information System (HMIS) and other databases for tracking and reporting. 
7. Reviews Problem Solving and Prevention invoices monthly to determine invoice payment and anomalies and informs and reviews anomalies and results with the assigned Program Manager to address program compliance. 
8. Serves as the ONE System contact for HSH and the Mayors Office of Housing and Community Development (MOHCD) providers to confirm that households are within an HSH-funded housing subsidy program.
9. Assists with maintaining SF ERAP and Problem Solving Guides by reviewing website links resources and updates information accordingly for Providers.
10. Works on Special Projects as assigned.

Qualifications :

Experience:

• Three (3) years of experience in the Social Services field performing duties in the area of eligibility determination case management data management employment services or training (data management experience includes experience with high-level and large scale data management activities using software programs dealing with large data sets. Administrative record-keeping experience is not considered qualifying).

License and Certification:

• Some positions require possession of or ability to obtain a valid California drivers license.

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.
  • Ability to travel to different work sites or conduct home visits.
  • May require hand-eye coordination and manual dexterity for data entry and extensive VDT exposure.

Applicants must meet the Minimum Qualifications requirement by the filing deadline 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 Falsifying ones 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 Procedure(s)

After application submission candidates deemed qualified must complete all subsequent steps to advance in this selection process which includes the following:

Written Examination (Weight: 100%)

Candidates who meet the minimum qualification will be invited to a written multiple-choice exam designed to measure competencies in job-related areas which may include but are not limited to:

• Analyzing & Interpreting Data
• Reading Comprehension
• Fact Finding
• Legal & Regulatory Navigation
• Professional & Technical Expertise
• Displaying Ownership & Accountability

Applicants who meet the minimum qualifications will be notified by email of the exact time date and location of the written examination.

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

Candidate scores on this examination may also be applied to other announcement involving other job titles when directed by the Human Resources Director.

A passing score must be achieved on the Written Multiple-Choice Examination to continue in the selection process.

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 12 months and may be extended with the approval of the Human Resources Director.

To find Departments which use this classification please click the link below:

• 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 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 Information Regarding Employment with the City and County of San Francisco
  • Information About the Hiring Process
  • Conviction History
  • Employee Benefits Overview
  • Equal Employment Opportunity
  • Disaster Service Worker
  • ADA Accommodation
  • Veterans Preference
  • Seniority Credit in Promotional Exams
  • Right to Work
  • Copies of Application Documents
  • Diversity Statement

  How to Apply
  
  Applications for City and County of San Francisco jobs are only accepted through an online process. Visit and begin the application process.

  • Select the Im 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 (@ @ @ @ @ @ @ @ @ @ @ @ @ @ and @).
  
  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 Alan Aguirre at  or at .

  All of your information will be kept confidential according to Equal Employment Opportunity (EEO) guidelines.

  
  

  Additional Information :

  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.

  
  

  Remote Work :

  Yes

  
  

  Employment Type :

  Full-time