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4231 Senior Estate Investigator

County Veterans Service Office/Program Supervisor

Recruitment #PBT-4231-059491

Introduction

Final filing date of this announcement has been extended in order to accept a sufficient number of qualified applications. Receipt of applications may close at any time, but not before April 8, 2013. Applicants who already submitted their application do not need to reapply.

This is a Position-Based Test administered in accordance with Civil Service Rule 111A.

The current position is located at the Department of Aging and Adult Services (DAAS) Department of the San Francisco Human Services Agency. The eligible list resulting from this examination may be utilized for future positions in this class.

Under direction, the County Veterans Service Office Representative/Program Supervisor performs the more responsible and difficult claims management and appeal assistance work. Supervises and manages an office and support staff engaged in counseling and advising veterans and their dependants, survivors and the general public on a wide range of veteran’s entitlement programs and benefits; and provide case management services. The essential functions of this class include but are not limited to: 
• Planning, prioritizing, supervising, reviewing, and directing the work of a unit and support staff engaged in veterans’ case management, determining eligibility for benefit issuance and providing administrative services to clients. 
• Instructing, evaluating, training, mentoring, and coaching staff.
• Establishing goals, objectives and timetables for meeting performance standards and division expectations.
• Preparing and resolving general and difficult claims management and providing appeal assistance for clients.
• Managing the daily operations of the office.
• Interviewing, counseling and advising veterans and their dependants, survivors and the general public on a wide variety of veteran’s entitlement programs, benefits and services.
• Preparing semi-annual reports to the California Department of Veterans Affairs.
• Managing a caseload of about 500 clients or more.
• Explaining and clarifying procedures and guidelines related to eligibility for services and financial assistance.
• Defining and assessing client’s emotional, social and economic needs.
• Advising and assisting staff on the more difficult aspects of their work.
• Analyzing veteran’s benefits and bereavement.
• Explaining, implementing, and enforcing a variety of complex, well defined State, Federal, local laws, policies and procedures pertaining to the eligibility and issuance of veterans’ benefits.
• Contacting family, friends, relatives, business professionals, government officials, community based agencies and the general public to network and provide outreach.
• Analyzing and explaining complex participatory requirements, policies and technical information to clients, dependants, survivors and the general public.
• Enforcing adherence to established policies and procedures.
• Conducting presentations regarding the CVSO in the City and County of San Francisco and promote and increase awareness of program resources available for veterans.
• Assessing client needs to determine appropriate level of services for management of clients’ personal care, welfare, mental and physical disabilities; and make recommendations for treatment and referrals.
• Preparing and maintaining important legal and financial records and reports concerning the       collection and disposition of property and benefits.
• Handling complex and sometimes difficult client situations with respect, tact and resourcefulness.
• Performs related duties as assigned and/or required.

Minimum Qualifications

1. Possession of a Baccalaureate Degree from an accredited college or university preferably in Counseling, Psychology, Sociology, Business Administration, Public Administration or a closely related field; AND
Five (5) years of progressively responsible full time professional experience performing duties involving one-on-one eligibility and counseling services to veterans participating in State, and Federal Government programs including claim preparation and appeal assistance. Qualifying experience MUST have been in research and analysis pertaining to laws, regulations, advocacy and programs related to veteran services; AND
2. Possession of a valid California Drivers License.

Substitution:
Full time professional supervisory and office management experience in a State, Federal public or private veteran’s services program, providing veterans benefits counseling and appeal assistance may be substituted for the educational requirement on a year for year basis up to a maximum of four (4) years.

Desirable Qualifications:
The stated desirable qualifications may be used to identify job finalists at the end of the selection process when candidates are referred for hiring.

1. Ability to evaluate data, extract pertinent information, and draw valid conclusions.
2. Ability to organize and manage work assignments in a timely manner.
3. Ability to solve difficult and complex problems as they occur.
4. Ability to research, identify, evaluate, troubleshoot and analyze discrepancies and situations

How To Apply

Applications for City and County of San Francisco jobs are being accepted through an online process. Visit www.jobaps.com/sf to register an account (if you have not already done so) and begin the application process.
• Select the desired job announcement
• Select “Apply” and read and acknowledge the information
• Click on "I am a New User" if you have not previously registered, or “I have Registered Previously”
• Follow instructions given on the screen

Computer kiosks are located in the lobby of the Department of Human Resources, One South Van Ness Avenue, 4th Floor, San Francisco, for use by the public. The hours of operation are from 8:00 a.m. to 5:00 p.m. Monday through Friday.

Applicants may be contacted by email about this announcement and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com).

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.

All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.

Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

Resumes may be attached to the application; however, resumes will not be accepted in lieu of a complete City and County of San Francisco application.

If you have any questions regarding this recruitment or application process, please contact the exam analyst Carmen K. Lewis at 415.557.5241 or email at: hsaexams@sfgov.org or Carmen.Lewis@sfgov.org.

Verification (proof) of Education:
Applicants may be required to provide a copy of diploma or official transcript to verify qualifying education at anytime in the application, examination and/or departmental selection process, to show that the minimum qualifications have been met.

Applicants who have obtained education form a foreign college or university must provide a Foreign Transcript Evaluation letter from a National Association of Credential Evaluation Service (NACES) approved agency. A list of approved agencies can be found at: http://www.naces.org

Verification (proof) of Experience:
Applicants may be required to provide written verification of qualifying work experience at anytime in the application, examination and/or departmental selection process, to show that the minimum qualifications have been met. Verification of qualifying experience must be signed by the employer’s authorized representative on the employer's business letterhead, and specify the name of the applicant, dates of employment, job title(s), dates of service and duties performed. City and County of San Francisco employees will receive credit for the duties of the class to which the employee was appointed. City and County of San Francisco employees do not need to submit verification of their City employment, but must submit verification of outside experience. City employment will be verified by the employee’s record. City and County of San Francisco employees will receive credit for the duties of the class to which the employee was appointed. City and County of San Francisco employees will not receive credit for experience obtained outside of their classification unless recorded in accordance with the provisions of the Civil Service Rule 110.9.1. For more information, please visit: http://www.sfdhr.org/index.aspx?page=20#verification

Verification (proof) of Valid California Drivers License:
Applicants may be required to provide verification of a valid California Drivers License at anytime in the application, examination and/or departmental selection process, to show that the minimum qualifications have been met.

Verification waiver requests will be considered on a case-by-case basis, and will not automatically be granted. Failure to submit the required verification or request for waiver when requested may be cause for ineligibility to apply for this recruitment.

Selection Procedures

Supplemental Questionnaire: WEIGHT 100%

Your responses to the Supplemental Questionnaire will be used to evaluate your experience including the knowledge, skills and abilities that you possess in job related areas identified as critical for successful performance, which may include but are not limited to: knowledge of probate and veterans codes; federal, state and local legislation pertaining to veterans; direct, manage and supervise staff; read, understand, analyze and evaluate complex data; written, oral, human relations and problem solving abilities. All responses to the Supplemental Questionnaire are subject to verification and should be consistent with the information provided in your application and resume. The information provided in the Supplemental Questionnaire will be used to determine your final score and rank on the eligible list.

Disaster Service Workers

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

Conclusion

Notes:
Positions require a valid California Drivers License. Incumbents in class 4231 Veteran’s Claims Representative/Program Supervisor are required to possess and maintain a valid California Driver’s License throughout the length of employment and meet the automobile insurability requirements for the City and County of San Francisco. Failure to demonstrate and/or show proof of possession of required valid licensure may result in dismissal and/or termination of employment.

Special Requirement: As a condition of employment and within the six (6) month probationary period, the incumbent shall obtain United States Department of Veterans Affairs (USDVA) accreditation through the Californian Department of Veterans Affairs Department (CDVA) pursuant to Title 38 Code of the Federal Regulations (CFR), 14.629.

Certification Rule: The certification rule used for the eligible list resulting from this selection procedure will be The Rule of Three Scores. Additional selection processes may be conducted by the hiring department prior to making final hiring decisions.

Eligible List:
The eligible list resulting from this examination 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. Information can be found at: http://www.sfdhr.org/index.aspx?page=20#eligiblelists

The duration of the eligible list resulting from this examination process will be 12 months, and may be extended with the approval of the Human Resources Director.

Upon approval of the Human Resource Director (see Civil Service Rule 111A.26.5), the eligible list resulting from this announcement may be used by other departments that also use this classification or a similar classification. To find other Departments which use this classification, please visit: http://www.sfdhr.org/Modules/ShowDocument.aspx?documentID=13693. Search that document by title or job code to see which departments use the classification.

Terms of Announcement:
Position Based Tests are administered in accordance with Civil Service Rule 111A. General information concerning City and County of San Francisco employment policies and procedures may be found in the pamphlet entitled “Important Employment Information for Position Based Testing”. This information is part of the terms of this announcement. The pamphlet is available at the Department of Human Resources Information Center, 1 South Van Ness Avenue, 4 th Floor, San Francisco, CA 94103 or on-line at: http://www.sfdhr.org/index.aspx?page=20#positionbasedtesting

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 of the correction on the Department of Human Resources website at: http://www.sfdhr.org/index.aspx?page=20#announcementsdefinitions

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.

Copies of Application Documents: http://www.sfdhr.org/index.aspx?page=20#copies

Reasonable Accommodation Request:
applicants with disabilities requiring reasonable accommodation for this examination must contact the Personnel Analyst at (415) 557-5241 or, if hearing impaired at (415) 775-9484 (TDD), or in writing to: The Human Services Agency, Class 4231 - CKL, 1650 Mission Street, 2nd Floor, San Francisco, CA 94103 (specify class 4231 ), as soon as possible. Information on requesting reasonable accommodation for persons with disabilities can be found at: http://www.sfdhr.org/index.aspx?page=20#reasonableaccommodation

Clerical Errors: may be corrected by the posting of the correction on the Department of Human Resources website at: http://www.sfdhr.org/index.aspx?page=20#announcementsdefinitions

General Information: concerning City and County of San Francisco Employment Policies and Procedures: http://www.sfdhr.org/index.aspx?page=20

Driver’s License requirement: Most positions require a valid California’s driver’s license:
http://www.sfdhr.org/index.aspx?page=20#license

Veteran’s Preference: http://www.sfdhr.org/index.aspx?page=20#veteranspreference

Seniority Credit in Promotional Exams
: Information regarding seniority credit can be found at: http://www.sfdhr.org/index.aspx?page=20#senioritycredit

Right to Work:
All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States. Information can be found at: http://www.sfdhr.org/index.aspx?page=20#identification

 

Exam Type: PBT-Combined, Promotive, Entrance-CPE
Issued: March, 18, 2013
Amended: April 1, 2013
Micki Callahan
Human Resources Director
Department of Human Resources
Recruitment ID Number: PBT-4231-059491
HSA/CKL /415.557.5241

 

Benefits

 

All employees hired on or after January 10, 2009 will be required (pursuant to San Francisco Charter Section A8.432) to contribute 2% of pre-tax compensation to fund retiree healthcare. In addition, most employees are required to make a member contribution towards retirement, typically 7.5% of compensation. For more information on these provisions, please contact the personnel office of the hiring agency.

For more information about benefits, please click here.