Benefits Center Coordinator- San Francisco Benefit Network (SFBN) Human Services Agency (2917) (160018)

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. 

7.  Partners with the Security Liaison and Sherriff to ensure safe and effective monitoring of the lobby.

8.  Leads the development and implementation of lobby policies and procedures and provides recommendations for improving lobby flow.

9.  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 of Education: Applicants may substitute up to two (2) years of the required education with additional qualifying experience as described on a year to year basis. One year (2000 hours) of additional qualifying experience will be considered equivalent to 30 semester units/ 45 quarter units.

Substitution for Experience: Possession of a Masters 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.

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:

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.

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.

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 six (6) 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. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at 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 :

Additional 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 regarding this recruitment or application process please contact the exam analyst Patrice Brown at  . 

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