Human Services Agency Senior Eligibility Worker (2905) – Citywide – (X00114)

Under general supervision eligibility workers serve clients from diverse cultural and socio-economic backgrounds by reviewing and determining initial and continuing eligibility for a variety of human services programs. Positions in this classification require strong customer service skills including the ability to communicate clearly listen actively and respond with empathy and professionalism. Senior Eligibility Workers are responsible for carrying out rules and regulations pertaining to various social service programs explaining them to clients and the general public and providing assistance in a courteous and respectful manner to ensure a positive client experience.

According to Civil Service Commission Rule 109 the duties specified below are representative of the range of duties assigned to this job code/class and are not intended to be an inclusive list.

ESSENTIAL DUTIES:

1. Interviews clients by telephone or in person in various locations (e.g. offices clients home hospitals various institutions) to gather all relevant and pertinent information in order to determine new or continuing program eligibility.
2. Explains eligibility programs qualification standards policy and procedures to clients; assists clients in completion of applications forms and reports when necessary; reviews and evaluates applications for completeness and accuracy; answers questions and provides information to clients and the general public both in person and over the phone.
3. Applies legal criteria to determine eligibility; prepares clients budget to determine eligibility; provides recommendations regarding financial eligibility for assistance programs; determines eligibility and grant amount; reviews and determines re-certification.
4. Uses various computer software/systems to: input and maintain confidential client eligibility information verify information update case records process applications and ensure correct administration of benefits.
5. Reviews and verifies statements and information received from applicants to identify and resolve discrepancies; reviews identifies and corrects discrepancies when assigned to different tasks or cases.
6. Verifies and resolves client problems involving non-receipt of benefits; navigates various computer software/systems to identify and resolve issues.
7. Reviews selected cases as needed with supervisor to assess the quality of the eligibility determination process.
8. Prepares and generates correspondence addressed to clients clients representative(s) and State agencies.
9. Refers potential and current clients to a variety of social work services specialists and community-based partners as needed.
10. Writes detailed case narratives that summarize critical eligibility information and document interactions.

Condition of Employment: Induction Training

As a condition of employment to 2905 HSA Senior Eligibility Worker position(s) candidates will be required to participate in paid Induction Training which may last up to six (6) months. This includes classroom-based training assessments and on-the-job training. Candidates offered positions in this class must be available to start employment on a date determined by the Agency. Induction Training is primarily conducted in-person at various Human Services Agency buildings located throughout San addition to in-person training online/remote sessions may take place. Training will be held Monday through Friday from 8:00AM to 5:00PM. Strict attendance is observed.

The Induction Training is designed to provide new eligibility workers with fundamental information and guidelines to determine eligibility benefits mathematical skills to perform calculations of income and potential benefits reading and comprehension skills skills to interpret and apply local State and Federal laws and ordinances to aide in the determination of public benefit programs and program and benefits information to explain eligibility guidelines to applicants clients and to the general public. On-the job training is designed to provide new eligibility workers with real-world applications of training fundamentals acquired through classroom-based training.

New employees MUST successfully meet the standards of the Induction Training (classroom-based training/assessments AND on-the-job training) as a condition of employment. Failure to successfully complete the Induction Training will be grounds for dismissal.

New eligibility workers that successfully complete the classroom portion of Induction Training will also participate in on-the-job training where real-world application of training fundamentals will be applied.

Qualifications :

Education:

Sixty (60) semester units or ninety (90) quarter units from an accredited college or university;

OR

Experience:

1. Two (2) years of clerical work experience which includes the following: use of computer applications to input and retrieve information; regular public contact to provide assistance or acquire detailed personal or confidential information; and interpreting and applying rules regulations and policies;

OR

2. One (1) year of experience determining eligibility for health and/or social services programs loans financial assistance unemployment or veterans benefits.

Substitution:

Thirty (30) semester units or forty-five (45) quarter units from an accredited college or university may substitute for one (1) year of the work experience under experience requirement number #1.

Applicants must meet the Minimum Qualification requirements by the filing deadline unless otherwise noted.

Special Condition Bilingual Proficiency: Some positions may require bilingual fluency in a variety of languages depending upon the departments bilingual needs. Only those eligible candidate who pass the bilingual proficiency test will be considered for bilingual positions. Applicants must indicate on the application form the language(s) in which they claim proficiency.

Verification of Education and Experience:

Every application is reviewed to ensure that you meet the minimum qualifications as listed in the job ad. Review SF Careers Employment Applications for considerations taken when reviewing applications.  

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.

Selection Procedure:

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

Multiple Choice Examination (Weight 100%):

Candidates deemed eligible will be invited to participate in the examination process. These candidates will be administered a remote multiple-choice exam designed to measure competencies in job-related areas which may include but are not limited to:

• Critical Thinking: Analytically and logically evaluating information propositions and claims
• Attention to Detail: Focusing on the details of work content work steps and final work products
• Customer Focus: Attending to the needs and expectations of customers
• Reading Comprehension: Understanding and using written information
• Using Technology: Working with software applications
• Fact Finding: Obtaining facts and data pertaining to an issue or question

This computer-administered exam can be taken at home or at a time and location of ones convenience but only within the time period specified on the exam notification. Candidates must have access to a computer and reliable internet connection to participate in this exam. Candidates without access to a computer should contact the analyst as soon as possible for accommodation.

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

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

For your reference a Multiple-Choice Test Preparation Manual is available here: 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 of 12 months and may be extended with the approval of the Human Resources Director.

To find Departments which use this classification please see the citys Position Counts by Job Codes and Departments.

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 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
• Right to Work
• Copies of Application Documents
• Diversity Statement

Where to Apply 

All job applications for the City and County of San Francisco must be submitted through our online portal. Please visit to begin your application process.  

Computers are available for the public (9:00 a.m. to 4:00 p.m. Monday through Friday) to file online applications in the lobby of the Dept. of Human Resources at 1 South Van Ness Avenue 4th Floor and at the City Career Center at City Hall 1 Dr. Carlton B. Goodlett Place Room 110. 

Ensure your application information is accurate as changes may not be possible after submission. Your first and last name must match your legal ID for verification and preferred names can be included in parentheses. Use your personal email address not a shared or work email to avoid unfixable issues. 

Applicants will receive a confirmation email from 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 you may contact Vanessa Quintano at or at . You can also reach Miguel Campos at or at ; Recruitment ID: X00114

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 :

No

Employment Type :

Full-time