Address
Form of workThis is a Position-Based Test conducted in accordance with CSC Rule 111A.
San Francisco Child Support Services (CSS) empowers parents to provide economic support for their children by furnishing Child Support Services in the form of location of parents, establishment of paternity and support obligations, and enforcement of support obligations for the well-being of families and children. Our vision is to ensure that children receive the financial and medical support they need from their parents to be healthy and successful. CSS stands unique among other City departments not only due to our mission and vision, but also because of our size.
With a total staff of 61, and within a highly skilled team environment, our people must autonomously perform a broader range of challenging duties than in many larger departments where responsibilities may be more compartmentalized.
Under the general administrative direction of the Department Head and Assistant Director of Child Support Services, the Operations Manager plans, organizes, staffs, directs and controls the day-to-day case management functions of designated Child Support operations teams. The functions of those teams include providing direct services to the department's clients, locating parents, establishing paternity/parentage of children born to unmarried parents, and establishing, enforcing and modifying Child Support orders.
The duties specified below are representative of the range of duties assigned to this position and are not intended to be an inclusive list:
1. Manage programs, operations activities, and projects of the assigned case management functions; supervise, train, and evaluate the activities of personnel; work with other managers and staff to evaluate and implement goals, responsibilities, policies, and procedures; implement strategies to improve performance, track performance outcomes, and implement strategic changes as needed to influence outcomes.
2. Monitor the work of and coach employees to improve performance.
3. Liaise with intradepartmental colleagues, as well as with citywide departments, state, and federal partners, to secure smooth operations among stakeholders.
4. Identify and analyze problems, and evaluate, issue, implement, and document procedures.
5. Participate in budget development by providing detailed justifications and persuasive arguments for proposals and initiatives.
6. Prepare reports, memoranda, and correspondence, and maintain statistical records; implement and closely monitor performance; provide executive management with an early warning of, and practical options to deter or accommodate, potential declines in performance.
7. Adjust plans and procedures to meet emerging or new programs while continuing to address major priorities.
8. Assist in developing and implementing operational policies to ensure efficient operations.
9. Participate in department initiatives; and offer innovative recommendations to advance the local program and increase the department's caseload.
10. Participate in the development and advancement of the department's racial equity action plan, and promote diversity, equity, and inclusion (DEI) concepts within respective teams, as well as department-wide.
Education
Possession of a baccalaureate degree from an accredited college or university; OR
Education Substitution
Professional administrative experience in the functional areas of financial underwriting, insurance adjusting, credit research, collections, eligibility determination for welfare, or other related operations area involving substantial contact with clients in a legal/paralegal environment may be substituted for the required education on a year-for-year basis (30 semester units/45 quarter units equals one (1) year of experience); AND
Experience
Five (5) years of verified experience in the establishment and enforcement of Child Support obligations of which three (3) years must have been in an advanced journey level classification, equivalent to 8159 Child Support Officer III in the City and County of San Francisco, functioning as a first-line supervisor and/or as a technical specialist assisting with the more difficult and complex operational aspects of Child Support establishment and enforcement.
Conditions of Employment
Incumbent must meet the following condition of employment:
Federal Tax Information Background Clearance
All CSS employees are required to possess and retain FTI Background Clearance as a condition of employment. (Upon any selection as a finalist, the employer provides the process for any FTI clearance.)
California Driver License
Possession and maintenance of a valid California driver license.
Desired Qualifications
The desirable qualification listed below may be used to differentiate among job finalists for selection:
Qualifying experience supervising employees establishing and enforcing Child Support obligations.
Important Note
Please make sure it is absolutely clear in your application exactly how you meet the minimum qualifications. Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. Please be aware that any misrepresentation of this information may disqualify you from this recruitment or future job opportunities.
Minimum Qualification Supplemental Questionnaire (MQSQ)
Candidates will be required to complete an 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 for this position. The MQSQ will be used to evaluate if the applicant possesses the required minimum qualifications.
Selection Procedures
After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following.
Supplemental Questionnaire [SQ] Evaluation (WEIGHT = 100%)
The SQ will be emailed to the address listed on the candidate's online application. Qualified candidates will be required to respond to the SQ in the time frame indicated and must submit the completed questionnaire as directed in order to have it evaluated. Responses cannot be changed once submitted. Candidates will be evaluated based on their SQ responses to questions related to: Knowledge of: 1) Organization, programs, and functions of the various operational areas of Child Support Services. 2) Federal, state, and local laws, as well as codes, regulations, and mandates pertinent to Child Support Services. 3) Principles of supervision, training, personnel, performance management and employee development. 4) Client public relations, as well as community resource development and collaboration. 5) Child support principles and casework techniques, including industry-related automated system capabilities and applications. Skill and ability to: 1) Communicate effectively both orally and in writing; and prepare detailed reports, procedures, and correspondence. 2) Demonstrate leadership; plan, direct, organize, and coordinate operational activities for improved efficiency and effectiveness; assign and review the work of subordinates; and train, guide and evaluate the development of subordinates. 3) Establish and maintain effective relationships and work flexibly and cooperatively with clients, colleagues, representatives of other agencies, and the public; understand, appreciate, and interact with people from other cultures or belief systems; and help to create an inclusive culture which invites and accepts diversity. 4) Interpret, apply, and explain complex laws and regulations. 5) Identify, research, and analyze problems accurately; and develop recommendations and take appropriate action to resolve problems.
Candidates must achieve a passing score on the SQ to continue in the selection process and will be placed on the confidential eligible list in rank order according to their final score. Candidate test responses will be vetted as appropriate using AI use detection software. Evidence of use of AI in responding to test stimulus will be considered and addressed in accordance with Civil Service Rules related to fraud and cheating.
Additional selection processes may be conducted by the hiring department prior to making final hiring decisions.
What Else Should I know?
Certification
The certification rule for the eligible list resulting from this examination will be theRule of the List.
Eligible List/Score Report
Once you pass the exam, you will be placed onto an eligible list and given a score and a rank. For more information, visit Careers.SF
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 Position Counts by Department.
How to apply
Applications for City and County of San Francisco jobs are only accepted through an online process. Visit careers.sf.gov and begin the application process.
Our e-mail communications may come from more than one department so please make sure your email is set to accept messages from all of us atthis link.
Applicants may be contacted by email about this recruitment therefore, it is their responsibility to contact the Analyst if they update their email address.
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.
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.sf.gov/. 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:
- Information about the Hiring Process
- Conviction History
- Employee Benefits Overview
- Equal Employment Opportunity
- Disaster Service Workers
- Reasonable Accommodation
- Right to Work
- Copies of Application Documents
- Diversity Statement
- Veterans Preference
- Seniority Credit in Promotional Exams
If you have any questions regarding this recruitment or application process, please contact Dave Johnson [[email protected]].
We may use text messaging to communicate with you on the phone number provided in your application. The first message will ask you to opt in to text messaging.
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.
