City and County of San Francisco
Exempt to Permanent - Program Specialist (2913) – Citywide (159234)
City and County of San Francisco, San Francisco, California, United States, 94199
Overview
THIS IS A CITYWIDE RECRUITMENT FOR CURRENT CITY EMPLOYEES ONLY This is an Exempt to Permanent position in accordance with Class-Based Test (CBT) Civil Service Rules. This recruitment is restricted to current exempt employees of the City and County of San Francisco, San Francisco Unified School District, or San Francisco City College, working within the Program Specialist (2913) classification. Company Description: Exam Type: Class Based Test. Application Opening: August 25, 2025. Application Deadline: September 15, 2025. Compensation: 101,998 - 123,968 Yearly. List ID: ETP-2913-159234; REF55428F. For more information, see the classification page: 2913. Note: Location and additional program areas include In-Home Supportive Services (IHSS), County Adult Assistance Program (CAAP), CalWORKs, Workforce Development (WDD), Family and Children’s Services (FCS), Investigations, SF Benefits Net, Program Support Operations, Alignment & Guidance, as well as the Department of Homelessness and Supportive Housing. Our Commitment to Racial Equity As we work towards our vision of an inclusive San Francisco, we embrace our responsibility to root out systemic racism by creating services and a workforce which reflect the lived experiences and strengths of the people we serve. We are committed to fostering a work environment where our differences are celebrated and everyone has what they need to thrive--no matter their race, age, ability, gender, sexual orientation, ethnicity, or country of origin. Qualifications, experience and other requirements are described below under "Responsibilities" and "Qualifications". Responsibilities
The 2913 Program Specialist is used by IHSS, CAAP, CalWORKs, WDD, FCS, Investigations, SF Benefits Net, Program Support Operations, Alignment & Guidance, and 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 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 requiring knowledge of Federal, State, Local, and departmental policies, procedures, rules, and regulations. The Program Specialist may direct clerical staff and/or senior eligibility staff and manage the skill development of new employees. Essential tasks & duties According to Civil Service Commission Rule 109, duties below represent the range of duties and are not inclusive; additional duties may be assigned. Reviews, advises, monitors, and updates Department policies, processes, and procedures for compliance with County, Federal, and State regulations; provides policy interpretation as it relates to the assigned program. Researches program and quality control regulations and procedures to prepare reports that track metrics and present findings to stakeholders, using data collection tools (e.g., Microsoft Forms). Composes written material such as memos, manuals, reports, interactive online resources, and presentation media. Facilitates and contributes to short and long-term projects and workgroups. Provides technical support for assigned program management systems to ensure functionality and responsiveness to stakeholders. May supervise and guide clerical and/or senior eligibility staff to support staff development and growth. Performs related duties as assigned. In addition to general duties, incumbents may perform the following specialized duties: QUALITY CONTROL, INVESTIGATIONS, OVERPAYMENTS, AND/OR APPEALS SPECIALIST Under general supervision, performs investigations in support of human service programs; reviews and monitors compliance; prepares reports; recommends corrective action; may supervise clerical staff. Detects, investigates, and prevents fraudulent claims for public assistance; conducts field investigations and home visits; interviews clients. Reviews case records for errors and discrepancies; verifies eligibility and appropriateness of services; finalizes referrals; conducts investigations of appealed cases; reviews IEVS matches and overpayments; prepares documentation for state hearings; and presents arguments as needed. TRAINING AND POLICY DEVELOPMENT SPECIALIST Policy writing, training, and supervision of clerical staff and eligibility trainees. Provides classroom training, coaching, supervision during induction training, and performance evaluation of trainees. Supervises clerical staff; chairs meetings; collaborates with stakeholders; screens, interviews, and recommends hires; analyzes data for information systems quality; develops IS training materials; ensures compliance with federal requirements; develops training calendars; ensures current laws and best practices are reflected. Trains new staff using diverse instructional tools; serves as SME for assigned program areas and CalSAWS/CMIPS II systems. TECHNICAL PROGRAM SPECIALIST Oversees technical infrastructure of program systems (e.g., iTasks, ACD, Promptly, Digital Speech, CalWIN/CalSAWS, CalSAWS Lobby, CMIPS II, MyBCW, MEDS). Monitors infrastructure; performs real-time modifications and maintenance; supports system users; submits incident reports. Provides real-time monitoring of call metrics, lobby traffic, and other performance indicators; serves as SME and primary contact for system issues. Produces regular reports; recommends improvements; manages setup and functionality of systems (CalSAWS, Calabrio, AmazonConnect, Digital Speech); develops job aids; collaborates on enhancements. PROGRAM SUPPORT SPECIALIST Leads, coaches, and makes recommendations to maximize program efficiency and accuracy. Manages workforce schedules and service coverage; conducts quality control for equipment and systems; develops call scripts and policies; sends real-time alerts. Works with managers to identify issues causing service gaps; evaluates call trends and staffing recommendations; monitors real-time staffing and adjusts workloads to reduce wait times. Participates in cross-program discussions; coordinates with IT and program representatives to implement system enhancements. PREVENTION AND PROBLEM SOLVING SPECIALIST Supports monitoring and evaluation of Prevention and Problem Solving contracts; conducts quality assurance reviews to prevent fraud; supports compliance with Mayor’s Executive Order for Travel and Relocation and Homeward Bound Ordinance. Detects fraudulent claims for SF ERAP and other financial crimes; verifies and evaluates client applications for errors; ensures compliance with relocation regulations; tracks relocation participants; uses HMIS and other databases for tracking. Reviews invoices to determine payment and anomalies; serves as ONE System contact for HSH and MOHCD providers; maintains SF ERAP and Problem Solving Guides; participates in special projects. Note: The class specification is available on the DHR website: 2913 classification page at the provided URL (no links included in this refined description). Qualifications
Experience: 1. Current Category 16, 17, or 18 Exempt Employee in Class 2913 who has worked at least 2,080 hours in class 2913 AND 2. Three years of experience in the Social Services field performing duties in eligibility determination, case management, data management, employment services or training. Note: Data management experience refers to high-level and large-scale data management activities using software; administrative record-keeping experience is not qualifying. License and Certification: Some positions require possession of, or ability to obtain, a valid California driver’s license. Special Requirements: Essential duties involve office environment, physical activity (sitting, standing, lifting 5-10 lbs), travel to sites, and data entry with potential VDT exposure. Verification : Applicants must meet minimum qualifications by the filing deadline. Verification of education and experience may be required at any point in the process. See the following for verification guidance:
https://sfdhr.org/how-verify-education-requirements Application & Selection
All work experience, education, training and other information substantiating qualifications must be included on the City and County of San Francisco application by the filing deadline. Resumes are not accepted in lieu of a completed application. Incorrectly completed applications may lead to disqualification. Selection Procedures Job Application: Applicants must fully complete the job application; resumes do not substitute the information on the application or preliminary questionnaire. Preliminary Questionnaire – Training and Experience Assessment (100% weight): Used to determine eligibility and rank on the eligible list. The ranking considers exempt City service and other qualifying points per CSC rules. All work history will be verified. Eligible List/Score : A confidential eligible list will be created for certification purposes. The list may change after adoption or appeals. For more information, visit the classification/process page:
https://careers.sf.gov/knowledge/process/ The duration of the eligible list is six months and may be extended with approval. Terms of Announcement and Appeals Applicants are guided by this posting; corrections may be made on the City's website. Appeals follow Civil Service Rule 110.4 with deadlines. See Civil Service rules for details. 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 Seniority Credit in Promotional Exams Right to Work Copies of Application Documents Diversity Statement How to Apply Applications are online. Visit the City and County of San Francisco careers site to begin the process. You may be contacted by email; ensure your contact information is accurate and not blocked by spam filters. Exam Analyst Information: For questions, contact the exam analyst by phone or email as listed in the original posting. All information is kept confidential according to EEO guidelines. The City and County of San Francisco encourages women, minorities and persons with disabilities to apply.
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THIS IS A CITYWIDE RECRUITMENT FOR CURRENT CITY EMPLOYEES ONLY This is an Exempt to Permanent position in accordance with Class-Based Test (CBT) Civil Service Rules. This recruitment is restricted to current exempt employees of the City and County of San Francisco, San Francisco Unified School District, or San Francisco City College, working within the Program Specialist (2913) classification. Company Description: Exam Type: Class Based Test. Application Opening: August 25, 2025. Application Deadline: September 15, 2025. Compensation: 101,998 - 123,968 Yearly. List ID: ETP-2913-159234; REF55428F. For more information, see the classification page: 2913. Note: Location and additional program areas include In-Home Supportive Services (IHSS), County Adult Assistance Program (CAAP), CalWORKs, Workforce Development (WDD), Family and Children’s Services (FCS), Investigations, SF Benefits Net, Program Support Operations, Alignment & Guidance, as well as the Department of Homelessness and Supportive Housing. Our Commitment to Racial Equity As we work towards our vision of an inclusive San Francisco, we embrace our responsibility to root out systemic racism by creating services and a workforce which reflect the lived experiences and strengths of the people we serve. We are committed to fostering a work environment where our differences are celebrated and everyone has what they need to thrive--no matter their race, age, ability, gender, sexual orientation, ethnicity, or country of origin. Qualifications, experience and other requirements are described below under "Responsibilities" and "Qualifications". Responsibilities
The 2913 Program Specialist is used by IHSS, CAAP, CalWORKs, WDD, FCS, Investigations, SF Benefits Net, Program Support Operations, Alignment & Guidance, and 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 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 requiring knowledge of Federal, State, Local, and departmental policies, procedures, rules, and regulations. The Program Specialist may direct clerical staff and/or senior eligibility staff and manage the skill development of new employees. Essential tasks & duties According to Civil Service Commission Rule 109, duties below represent the range of duties and are not inclusive; additional duties may be assigned. Reviews, advises, monitors, and updates Department policies, processes, and procedures for compliance with County, Federal, and State regulations; provides policy interpretation as it relates to the assigned program. Researches program and quality control regulations and procedures to prepare reports that track metrics and present findings to stakeholders, using data collection tools (e.g., Microsoft Forms). Composes written material such as memos, manuals, reports, interactive online resources, and presentation media. Facilitates and contributes to short and long-term projects and workgroups. Provides technical support for assigned program management systems to ensure functionality and responsiveness to stakeholders. May supervise and guide clerical and/or senior eligibility staff to support staff development and growth. Performs related duties as assigned. In addition to general duties, incumbents may perform the following specialized duties: QUALITY CONTROL, INVESTIGATIONS, OVERPAYMENTS, AND/OR APPEALS SPECIALIST Under general supervision, performs investigations in support of human service programs; reviews and monitors compliance; prepares reports; recommends corrective action; may supervise clerical staff. Detects, investigates, and prevents fraudulent claims for public assistance; conducts field investigations and home visits; interviews clients. Reviews case records for errors and discrepancies; verifies eligibility and appropriateness of services; finalizes referrals; conducts investigations of appealed cases; reviews IEVS matches and overpayments; prepares documentation for state hearings; and presents arguments as needed. TRAINING AND POLICY DEVELOPMENT SPECIALIST Policy writing, training, and supervision of clerical staff and eligibility trainees. Provides classroom training, coaching, supervision during induction training, and performance evaluation of trainees. Supervises clerical staff; chairs meetings; collaborates with stakeholders; screens, interviews, and recommends hires; analyzes data for information systems quality; develops IS training materials; ensures compliance with federal requirements; develops training calendars; ensures current laws and best practices are reflected. Trains new staff using diverse instructional tools; serves as SME for assigned program areas and CalSAWS/CMIPS II systems. TECHNICAL PROGRAM SPECIALIST Oversees technical infrastructure of program systems (e.g., iTasks, ACD, Promptly, Digital Speech, CalWIN/CalSAWS, CalSAWS Lobby, CMIPS II, MyBCW, MEDS). Monitors infrastructure; performs real-time modifications and maintenance; supports system users; submits incident reports. Provides real-time monitoring of call metrics, lobby traffic, and other performance indicators; serves as SME and primary contact for system issues. Produces regular reports; recommends improvements; manages setup and functionality of systems (CalSAWS, Calabrio, AmazonConnect, Digital Speech); develops job aids; collaborates on enhancements. PROGRAM SUPPORT SPECIALIST Leads, coaches, and makes recommendations to maximize program efficiency and accuracy. Manages workforce schedules and service coverage; conducts quality control for equipment and systems; develops call scripts and policies; sends real-time alerts. Works with managers to identify issues causing service gaps; evaluates call trends and staffing recommendations; monitors real-time staffing and adjusts workloads to reduce wait times. Participates in cross-program discussions; coordinates with IT and program representatives to implement system enhancements. PREVENTION AND PROBLEM SOLVING SPECIALIST Supports monitoring and evaluation of Prevention and Problem Solving contracts; conducts quality assurance reviews to prevent fraud; supports compliance with Mayor’s Executive Order for Travel and Relocation and Homeward Bound Ordinance. Detects fraudulent claims for SF ERAP and other financial crimes; verifies and evaluates client applications for errors; ensures compliance with relocation regulations; tracks relocation participants; uses HMIS and other databases for tracking. Reviews invoices to determine payment and anomalies; serves as ONE System contact for HSH and MOHCD providers; maintains SF ERAP and Problem Solving Guides; participates in special projects. Note: The class specification is available on the DHR website: 2913 classification page at the provided URL (no links included in this refined description). Qualifications
Experience: 1. Current Category 16, 17, or 18 Exempt Employee in Class 2913 who has worked at least 2,080 hours in class 2913 AND 2. Three years of experience in the Social Services field performing duties in eligibility determination, case management, data management, employment services or training. Note: Data management experience refers to high-level and large-scale data management activities using software; administrative record-keeping experience is not qualifying. License and Certification: Some positions require possession of, or ability to obtain, a valid California driver’s license. Special Requirements: Essential duties involve office environment, physical activity (sitting, standing, lifting 5-10 lbs), travel to sites, and data entry with potential VDT exposure. Verification : Applicants must meet minimum qualifications by the filing deadline. Verification of education and experience may be required at any point in the process. See the following for verification guidance:
https://sfdhr.org/how-verify-education-requirements Application & Selection
All work experience, education, training and other information substantiating qualifications must be included on the City and County of San Francisco application by the filing deadline. Resumes are not accepted in lieu of a completed application. Incorrectly completed applications may lead to disqualification. Selection Procedures Job Application: Applicants must fully complete the job application; resumes do not substitute the information on the application or preliminary questionnaire. Preliminary Questionnaire – Training and Experience Assessment (100% weight): Used to determine eligibility and rank on the eligible list. The ranking considers exempt City service and other qualifying points per CSC rules. All work history will be verified. Eligible List/Score : A confidential eligible list will be created for certification purposes. The list may change after adoption or appeals. For more information, visit the classification/process page:
https://careers.sf.gov/knowledge/process/ The duration of the eligible list is six months and may be extended with approval. Terms of Announcement and Appeals Applicants are guided by this posting; corrections may be made on the City's website. Appeals follow Civil Service Rule 110.4 with deadlines. See Civil Service rules for details. 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 Seniority Credit in Promotional Exams Right to Work Copies of Application Documents Diversity Statement How to Apply Applications are online. Visit the City and County of San Francisco careers site to begin the process. You may be contacted by email; ensure your contact information is accurate and not blocked by spam filters. Exam Analyst Information: For questions, contact the exam analyst by phone or email as listed in the original posting. All information is kept confidential according to EEO guidelines. The City and County of San Francisco encourages women, minorities and persons with disabilities to apply.
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