2975 Citizens Complaint Officer

Recruitment #PBT-2975-075299

Introduction

This announcement has been extended through April 10, 2017 to allow for additional recruitment; previous applicants need not reapply.

The Residential Rent Stabilization and Arbitration Board (Rent Board) is seeking a citizens complaint officer to assist members of the public to understand the San Francisco Rent Ordinance and Rules and Regulations.

Under general direction, the Citizens Complaint Officer processes a wide variety of petitions and inquiries initiated by the public relating to San Francisco landlord/tenant regulations. Essential functions of the class include: receives a wide variety of inquiries via phone, mail, and in-person and analyzes, evaluates and recommends solutions to the complainant, including making appropriate referrals. Collaboratively works with governmental agencies, business organizations, and community members across a broad spectrum of ethnicities, cultures and economic backgrounds to exchange information, establish communication and implement cooperative procedures to resolve complaints; explains and implements policies, procedures, ordinances, rules and regulations, including changes in law and/or programs to complainants, community groups, and other interested organizations; and prepares, reviews, and maintains records and correspondence with strong attention to detail and an emphasis on mathematical calculations and analysis of financial documents.

Minimum Qualifications

1. A Baccalaureate degree from an accredited college or university; AND

2. Two (2) years of verifiable experience resolving citizens’ complaints, which includes resolving or investigating complaints involving community based organizations, governmental agencies and/or social services. Resolution or investigation includes knowledge of pertinent laws, statutes and ordinances related to the area of complaint.

Substitution:

Additional verifiable experience in resolving citizens’ complaints may be substituted for the required education on a year for year basis, up to a maximum of two (2) years.

Desirable Qualifications:

1. Bilingual in Spanish, Russian, or Tagalog.

2. Ability to analyze financial documents, including those related to construction contracts, debt service and property insurance.

How To Apply

Applications for City and County of San Francisco jobs are only 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
  • Select either “I am a New User” if you have not previously registered, or “I have Registered Previously”
  • Follow instructions on the screen

Computers are available for the public (from 8:00 a.m. to 5:00 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, San Francisco.

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, @sfpl.org, @dcyf.org, @first5sf.org).

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.

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Peter Rosel, by telephone at 415-557-4869, or by email at peter.rosel@sfgov.org.

 

Selection Procedures

Supplemental Questionnaire Evaluation : WEIGHT: 100%
The information provided by candidates in the job application and supplemental questionnaire, required verification and applicable documentation will be evaluated in terms of duration and relevance to class 2975 Citizens' Complaint Officer job-related knowledge, skills and abilities interviewing people by phone or in person resolving complaints; explaining laws policies and procedures; and working with government agencies. All relevant experience, education and training must be on the application in order to be reviewed in the rating process. Candidates will be placed on the eligible list in rank order according to their final score.

Candidate scores on this examination may also be applied to other announcements involving other job titles, when directed by the Human Resources Director.

Note: Applicants who meet the minimum qualifications are not guaranteed to advance through all of the steps in the selection process. Falsifying one’s 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.

Certification Rule:
The certification rule for the eligible list resulting from this examination will be Rule of Three Scores. The hiring department may conduct additional position-specific selection processes to make final hiring decisions.

Eligible List:
http://sfdhr.org/index.aspx?page=20#eligiblelists. 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. The duration of the eligible list resulting from this examination process will be twelve (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 see http://www.sfdhr.org/Modules/ShowDocument.aspx?documentID=13693. Search that document by title or job code to see which departments use the classification

Reasonable Accommodation Request:
Information on requesting reasonable accommodation for persons with disabilities can be found at: http://www.sfdhr.org/index.aspx?page=20#reasonableaccommodation

Veteran’s Preference:
Information regarding requests for veterans preference can be found at:
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

General Information concerning City and County of San Francisco Employment Policies and Procedures:
Important Employment Information for the City and County of San Francisco can be obtained at http://www.sfdhr.org/index.aspx?page=20, or hard copy at 1 South Van Ness Avenue, 4th Floor, San Francisco.

Terms of Announcement:
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 www.jobaps.com/sf.

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

Right to Work:
http://www.sfdhr.org/index.aspx?page=20#identification

Exam Type: Entrance
Issued: March 10, 2017
Micki Callahan
Human Resources Director
Department of Human Resources
Recruitment ID Number: PBT-2975-075299
DHR/PR/(415)557-4869

Conviction History

As a finalist for a job, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you are a finalist. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances, such as:

  • Candidates applying for positions with the Unified School District and the Community College District may be disqualified from consideration should their conviction history not meet the standards established under the California Education Code.
  • Candidates applying for positions with the Recreation and Park Department may be disqualified from consideration should their conviction history not meet the standards established under California Public Resources Code 5164.

Having a conviction history does not automatically preclude you from a job with the City.

If you are selected as a finalist, the hiring department will contact you to schedule a fingerprinting appointment.

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.

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, ranging from 7.5%-13.25% 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.

 



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