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

The 2913 Program Specialist is used by 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. Under general supervision, the Program Specialist performs a variety of specialized technical duties that may include investigating, reviewing, evaluating, training, screening and coordinating the 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, which require a comprehensive knowledge of Federal, State, Local, and departmental policies, procedures, rules, and regulations. The Program Specialist may direct the work of clerical staff and/or senior eligibility staff and manage the skill development of new employees.

ESSENTIAL DUTIES:

According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job class and are not intended to be an inclusive list; may include additional duties as assigned.

• Reviews, advises, monitors, and updates Department policies, processes, and procedures for compliance with County, Federal, and State regulations and 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 presents summary findings and recommendations to stakeholders by implementing data collection tools, such as Microsoft Forms.

• Composes written material, such as hard copy 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 smooth 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 the duties above, for the unique assignments below, incumbents may perform the following duties:

 

QUALITY CONTROL, INVESTIGATIONS, OVERPAYMENTS, AND/OR APPEALS SPECIALIST

Under general supervision, the Quality Control, Investigations, Overpayments or Appeals Specialist performs investigations in support of human service programs. The program specialist reviews and monitors Department compliance with County, Federal, and/or State regulations, policies, procedures, and/or ordinances as related to public assistance programs; prepares reports on findings, identifies problems of non-compliance; recommends corrective action regarding discrepancies, and may supervise clerical staff.

In addition to the general duties above:

• Detects, investigates, and prevents fraudulent claims for public assistance to avoid welfare fraud and other financial crimes.

• Conducts field investigations and home visits, often in situations requiring communication with individuals who may have medical (e.g., drug or alcohol), psychiatric, or aggressive behavior problems, by interviewing, telephoning, and/or via correspondence with the client

• Reviews and analyzes client case records, case information, and other pertinent documents for possible errors, inconsistencies, and discrepancies.

• Uses guidelines related to the processing of public assistance applications to verify eligibility, correctness of payment decisions, and appropriateness of the services provided.

• Finalizes referral acceptance or denial based on established criteria and documents reason for rejection, e.g., no violation, additional evidence, or clarification.

• Conducts and verifies investigations of client appealed cases regarding eligibility or amount granted.

• Reviews Income and Eligibility Verification System (IEVS) matches and overpayment referrals, determines overpayment amounts, if applicable, and prepares related documentation by citing various laws and regulations violated.

• Prepares and delivers cases at State hearings by presenting oral arguments, examining witnesses, defending the department’s interpretation of regulations, and providing legally binding stipulations.

TRAINING AND POLICY DEVELOPMENT SPECIALIST

Under general supervision, the Training and Policy Development Specialist performs policy writing, training, and supervision of clerical staff and/or eligibility trainees in support of human services programs.

In addition to the general duties above:

• Provides classroom training, individual coaching, consultation, and policy interpretation.

• Assists in the supervision and evaluation of trainees during the on-the-job portion of induction training and fosters career growth amongst trainees.

• Supervises clerical staff in assigned unit.

• Attends meetings, chairs committees, and consults appropriate stakeholders or experts to gain knowledge related to the production of training, policy, and internal business process materials and/or review audit findings as a County or Department representative.

• Participates in screening, interviewing, and recommending the hiring of staff members.

• Conducts data analysis to monitor information systems’ data quality in accordance with established performance metrics.

• Collaborates with designated Technical Assistance Providers to develop IS training materials to devise annual training calendar, identify training delivery formats (online vs. in-person, CBT), and confirm the validity of existing training material to ensure compliance with federal requirements.

• Reviews targeted tasks, phone calls, and supervisor quality assurance forms to ensure quality of customer service.

• Determines training needs, develops and evaluates training courses, and coordinates, conducts, and maintains a variety of training programs and modules to reflect current laws, rules and regulations, and best practices.

• Trains new staff using a variety of instructional tools and methods, including PowerPoint presentations, Zoom and/or Microsoft Teams, training videos, handouts, and hands-on scenarios within the CalSAWS system to simulate real-world cases and enhance practical learning.

• Serves as a subject matter expert (SME) and provides expert guidance to stakeholders, in the assigned program areas, by maintaining comprehensive knowledge of policies, procedures, and the CalSAWS system.

TECHNICAL PROGRAM SPECIALIST

Under general supervision, the Technical Program Specialist oversees the technical infrastructure of program systems (ex. CalSAWS Tasking, ACD, Text Messaging System, CalSAWS, CalSAWS Lobby Management System, CMIPS II, BenefitsCal, MEDS) to ensure proper functioning.

In addition to the general duties above:

• Monitors infrastructure to ensure quality and reliability of service. 

• Provides real-time modifications and scheduled maintenance to systems that may include managing users and user functions, managing requested modifications from programs, ensuring requested modifications are completed, tested and implemented, and submitting incident reports/tickets to vendors. 

• Provides real-time monitoring of systems that will include the following: real-time ACD call metrics; real-time lobby traffic and response; real-time task distribution; real-time text messages.

• Serves as subject matter expert and first point of contact for system technical issues.

• Ensures that daily, weekly and monthly reports are produced accurately and on time. 

• Recommends system improvements and actively participate in performance improvement projects.

• Creates and runs regular or ad hoc reports using Excel and BI platforms to identify case programs, demographic information, or gaps in business processes.

• Oversees the technical setup and ongoing functionality of program systems, including CalSAWS, AmazonConnect, and Calabrio or other workforce management system, by performing user management, classification code adjustments, and infrastructure modifications as needed.

• Provides onsite support to staff and supervisors during the implementation of system enhancements, ensuring seamless integration and troubleshooting as needed

• Develops and maintains job aids and instructional materials for specialized systems.

• Facilitates cross-program discussions and coordinates and collaborates with IT and program representatives to propose, document, and implement system enhancements for improved functionality and user experience.

WORKFORCE MANAGEMENT SPECIALIST

Under general supervision, the Workforce Management Specialist will be part of a team responsible in leading, coaching, and making recommendations with the objective to maximize program efficiency, productivity, and accuracy.

In addition to the general duties above:

• Manages workforce schedules and service coverage to meet operational demands and improve overall program efficiency and service quality.

• Conducts quality control for equipment and systems and facilitates and coordinates the escalation or replacement request process.

• Provides coaching and support in handling challenging customer calls.

• Develops and issues call scripts, standard responses, and policies and training materials to be used by Service Center Staff. 

• Sends real-time alerts and notifications to staff with high volume calls, increased wait times, and worker phone assignments.

• Provides staffing recommendations based on analysis and use of the workforce management program.

• Monitors real-time staffing levels and adjusts workforce assignments to meet changing demand, reducing customer wait times, and optimizing resource distribution during peak service periods.

• Facilitates cross-program discussions and coordinates and collaborates with IT and program representatives to propose, document, and implement system enhancements for improved functionality and user experience.

PREVENTION AND PROBLEM SOLVING SPECIALIST

Under general supervision, the Prevention and Problem Solving Program Specialist will be part of a team supporting the monitoring and evaluation of Prevention and Problem Solving contracts to ensure compliance with program rules.  The Prevention and Problem Solving Specialist conducts key quality insurance reviews to prevent fraud and monitor compliance.  In addition, the position provides key support in ensuring compliance with the Mayor’s Executive Order for Travel and Relocation and the Homeward Bound Ordinance.

In addition to the general duties above:

• Detects and prevents fraudulent claims for the San Francisco Emergency Rental Assistance Program (SF ERAP) and other financial crimes. 

• Supports the review, verification, and evaluation client's case application for possible errors, inconsistencies and discrepancies.

• Ensures compliance with the Mayors Executive Order for Travel and Relocation and the Homeward Bound Ordinance.

• Monitors relocation assistant participants and reviews relocations guidelines and verifies location of relocation participants.

• Completes “90 checks,” per the Homeward Bound Ordinance, and documents this and the relocation assistant participants in the ONE System on services provided.

• Navigates and uses the Homeless Management Information System (HMIS) and other databases for tracking and reporting. 

• Reviews Problem Solving and Prevention invoices, monthly, to determine invoice payment and anomalies, and informs and reviews anomalies and results with the assigned Program Manager to address program compliance. 

• Serves as the ONE System contact for HSH and the Mayor’s Office of Housing and Community Development (MOHCD) providers to confirm that households are within an HSH-funded housing subsidy program.

• Assists with maintaining SF ERAP and Problem Solving Guides by reviewing website links, resources, and updates information accordingly for Providers.

• Works on Special Projects as assigned.

Please note that incumbents in this classification may be required to perform duties as listed in the class specification, which can be found on DHR’s website: https://careers.sf.gov/classifications/?classCode=2913&setId=COMMN