Exempt to Permanent - Program Specialist (2913) – Citywide (169050)

City and County of San Francisco•San Francisco, CA

4d•$105,612 - $128,362

About The Position

The Program Specialist (Class 2913) performs specialized technical duties under general supervision for programs operated by the Human Services Agency and the Department of Homelessness and Supportive Housing. Assignments may involve investigating, reviewing, evaluating, training, screening, or coordinating program activities. The role requires comprehensive knowledge of applicable federal, state, local, and departmental policies, procedures, rules, and regulations. Depending on the assignment, the Program Specialist may direct clerical or senior eligibility staff and support the skill development of new employees. The classification is used across programs including In Home Supportive Services, the County Adult Assistance Program, CalWORKs, Workforce Development, Family and Children’s Services, Investigations, SF Benefits Net, Program Support Operations, Alignment & Guidance, and the Department of Homelessness and Supportive Housing. Specialized assignments include quality control, investigations, overpayments and appeals; training and policy development; technical program support; workforce management; and prevention and problem solving. This is a citywide Exempt to Permanent recruitment for current exempt employees of the City and County of San Francisco, San Francisco Unified School District, or San Francisco City College who work in the Program Specialist (2913) classification. The position is permanent civil service. Applicants must meet the stated experience requirements by the filing deadline.

Requirements

Current Category 16, 17, or 18 exempt employee in Class 2913 with at least 2,080 hours worked in Class 2913.
Three years of experience in the social services field performing duties in eligibility determination, case management, data management, employment services, or training.
Qualifying data management experience must involve high-level, large-scale data management using software programs to work with large data sets; administrative record-keeping does not qualify.
Some positions require possession of, or ability to obtain, a valid California driver’s license.
Ability to work in a typical office environment.
Ability to travel to different sites and conduct home visits.
Applicants must meet the minimum qualifications by the filing deadline unless otherwise noted.

Responsibilities

Review, advise on, monitor, and update department policies, processes, and procedures for regulatory compliance, and interpret policy for the assigned program.
Research program and quality-control regulations and procedures; prepare reports tracking metrics and present findings and recommendations to stakeholders using data collection tools such as Microsoft Forms.
Compose written materials, including memos, manuals, reports, interactive online resources, and presentation media.
Facilitate and contribute to short- and long-term projects and workgroups.
Provide technical support for assigned program management systems.
May direct or supervise clerical, senior eligibility, or trainee staff and support staff development.
For quality control, investigations, overpayments, and appeals assignments: investigate suspected public-assistance fraud; conduct field investigations and home visits; review case records for errors or discrepancies; verify eligibility and payment decisions; determine referral acceptance or denial; investigate appeals; review IEVS matches and overpayment referrals; calculate overpayments and prepare supporting documentation; and present cases at State hearings.
For training and policy development assignments: provide classroom training, coaching, consultation, and policy interpretation; assist with trainee supervision and evaluation; supervise clerical staff; consult stakeholders and experts; participate in staff screening and hiring recommendations; analyze data quality; develop training materials and calendars; review customer-service quality; develop and deliver training programs; and serve as a subject matter expert.
For technical program assignments: oversee program-system infrastructure; monitor system reliability; manage users, system modifications, testing, implementation, and vendor incident tickets; monitor real-time system activity; produce recurring reports; recommend system improvements; create reports using Excel and business intelligence platforms; support system implementation onsite; maintain job aids; and coordinate system enhancements with IT and program representatives.
For workforce management assignments: manage schedules and service coverage; perform quality control for equipment and systems; coordinate equipment escalations or replacement requests; coach staff on challenging customer calls; develop call scripts and training materials; issue real-time alerts; recommend staffing levels; monitor and adjust real-time staffing; and coordinate system enhancements with IT and program representatives.
For prevention and problem solving assignments: review and verify applications for errors or inconsistencies; prevent fraud involving SF ERAP and other financial crimes; ensure compliance with travel, relocation, and Homeward Bound requirements; monitor relocation participants and verify locations; complete and document required 90 checks; use HMIS and other databases; review invoices and investigate anomalies; serve as a ONE System contact for housing-subsidy verification; maintain program guides and resources; and complete special projects.
Perform related duties as assigned.