Director of Coordinated Entry and Problem Solving (0932) - Dept. of Homelessness and Supportive Housing

  • 440 Turk St, San Francisco, CA 94102, USA
  • Full-time
  • Exam Type: Position Based Test
  • Eligible List Type: Combined Promotive and Entrance
  • Certification Rule: Rule of the List
  • Fill Type: Permanent Civil Service
  • Work Hours: Regular
  • Job Code and Title: 0932-Manager IV

Company Description

**October 22, 2021: This announcement has been amended to update the minimum qualifications.**

Who We Are
Through the provision of coordinated, compassionate, and high‐quality services, the Department of Homelessness and Supportive Housing (HSH) strives to make homelessness in San Francisco rare, brief, and one time. The Department provides assistance and support to homeless and at‐risk youth, adults and families to prevent imminent episodes of homelessness and end homelessness for people in San Francisco. Services including outreach, homelessness prevention, emergency shelter, drop‐in centers, transitional housing, supportive housing, short‐term rental subsidies, and support services to help people exit homelessness. For more information about the department, please visit our website.

What We Do
San Francisco is a pioneer in homeless services and a leader in providing supportive housing as a permanent exit from homelessness. The Department of Homelessness and Supportive Housing (HSH), founded in 2016, is a national leader in the movement to end homelessness by developing a coordinated, equity-driven, client-focused system of compassionate services while piloting innovative models, and implementing best practice solutions with measurable results. HSH’s Homelessness Response System (HRS) oversees and implements a system of care that serves 14,000 people daily. Major programs include: street outreach and service connection through the Homeless Outreach Team (SFHOT); 3,000-bed shelter system for adults and families including shelters for members of the LGBT community and survivors of domestic violence; Navigation Centers that provide temporary shelter to chronically homeless individuals using a low-barrier entry model; rapid rehousing rental subsidies for families, adults, seniors and transitional aged youth; the Problem Solving/Diversional programs including the Homeward Bound program which has helped 11,000 individuals return to stable housing in their city of origin; and robust supportive housing programs over 8,000 units which provide permanent housing and services to formerly homeless individuals and families.

Job Description

The Director of Coordinated Entry and Problem Solving is a central leader over the County’s efforts to address homelessness and its impact on communities, business districts, and people experiencing homelessness. Reporting to the Deputy Director of Programs, the Director is responsible for leading and directing complex policies, programs, funding, and services to reduce the prevalence of homelessness. This individual is expected to lead a redesign of the Coordinated Entry System as well as implementation and ongoing management of the Coordinated Entry System in support of the San Francisco Continuum of Care. The position maintains a strong working knowledge of the availability of housing options and eligibility to all housing programs in SF COC, and researches, recommends, and manages the vision and direction for the SF Coordinated Entry system. This position will also be responsible for completing reports and conducting system evaluation, Developing, documenting and implementing policies and standardized protocols and assessment tools, and for working with community providers, advocates and those experiencing homelessness to ensure our delivery system is responsive to client needs and aligned to established priorities.

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

  • Provides leadership, direction and supervision to staff teams responsible for design and implementation of the coordinated entry system, design and delivery of prevention and problem solving services and transfers within the permanent supportive housing portfolio.
  • Implements and oversees Coordinated Entry to the Homelessness Response System: this includes multiple Access Points, mobile outreach, coordinated assessment, partnerships with other agencies, client referrals to programs, data collection and evaluation.
  • Develops, implements and oversees Coordinated Entry and Problem Solving services as described in HSH’s Strategic Framework.
  • Oversees and directs the operations of the Homeward Bound and other family reunification programs that help nearly 1,000 people each year reconnect to families or friends who can provide stable housing.
  • Develops, implements, and oversees Prevention and Problem-Solving programs to help prevent people from becoming homeless and diverting people from the Homelessness Response Systems through a variety of programs.
  • Plays a lead role in interdepartmental collaborations related to Coordinated Entry and Problem Solving with the public health, public education, criminal justice, workforce development, social services, and other systems.
  • Develops and implements effective processes to address all populations within the coordinated entry system, i.e.  adults, seniors, veterans, families with minor children, reentry, DV survivors, and transition-aged youth.
  • Establishes performance metrics for and assess the County’s Coordinated Entry System and its role and effectiveness in achieving the County’s goals in addressing homelessness with a focus on addressing racial disparity in the Homeless Response System.
  • Develops and monitors Memoranda of Understanding (MOU), contracts, and grant agreements involving HSH and other parties.
  • Develops and implements training curriculum for staff and service providers and monitors training quality and technical assistance needs.
  • Develops and implements a continuous process improvement plan
  • Supervises, monitors the work of, and coaches’ staff to improve performance; develops work plans; recruits’ staff and conducts performance evaluations.
  • Participates in departmental leadership and collaborates with other managers and teams.
  • Performs other duties as assigned.


The Minimum Qualification guidelines for management classifications can be referenced here.


Possession of a bachelor’s degree from an accredited college or university.

Five (5) years of professional experience performing programmatic oversight of homeless, supportive housing, or social services programs, including three (3) years of experience supervising professionals.

Possession of a master’s degree from an accredited college or university in Social Work, Public Policy, or related field may substitute for one (1) year of the required non-supervisory experience.

Applicants must meet the following minimum qualification requirements by the final filing date unless otherwise noted.

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

  • Experience coordinating policy and program development efforts across multiple departments and agencies.
  • Ability to identify opportunities and resources that can expand and improve the County’s capacity for addressing homelessness.
  • Lead and participate in collaborative efforts to coordinate policy and program goals and strategic efforts.
  • Develop and sustain strong partnerships with stakeholders and community members and interest groups.
  • Significant grants and contracts management experience, including budgeting and monitoring responsibilities, and the development of Memorandum of Understandings (MOUs).
  • Familiarity with HUD and other federal and state funding sources and regulations.
  • Working knowledge of laws and regulations governing contract formulation and management; program planning and evaluation techniques; budget and grant preparation and administration.
  • Strong project management skills.
  • Be a hands-on, self-driven and results-oriented strategic leader with demonstrated experience managing people and projects.
  • Experience with working with and leading groups in a collaborative environment.
  • Be personable and approachable and enthusiastically motivate peers, stakeholders, and members of the community.
  • Exemplify tremendous personal integrity and dedication to public service and racial equity.
  • Demonstrate an understanding of the ways in which systemic racism shapes and interacts with the experience of homelessness, and a commitment to identifying and changing policies and practices that contribute to racial inequity.
  • Demonstrate passion and commitment to positively impact the lives of people experiencing homelessness.
  • Have exceptional interpersonal and communication skills

Selection Procedures/Examination Requirements:

Minimum Qualification Supplemental Questionnaire(MQSQ) (Weight: Qualifying): Candidates will be sent a Supplemental Questionnaire as part of the employment application. This MQSQ is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications(MQ) for this position. The MQSQ will be used to evaluate if the applicant possesses the required minimum qualifications.

Management Test Battery (Weight: 40%): Candidates will be invited to participate in a computer-based examination. For more information about this Management Test (and a suggested reading list) please visit: Please note: this examination is only held in San Francisco. A passing score must be achieved on the Management Test Battery in order to continue in the selection process.  

This is a standardized examination and, therefore, test questions and answers are not available for public inspection or review.

Scores attained on the Management Test Battery will be valid and 'banked' for three years, starting from the date of the examination. This means that, during this three-year time period, you will not be required to take the Management Test Battery. The Management Test Battery may be used for many other classes; therefore, your test score may be applied to one or more of these classes if you choose to apply to future recruitments. If the selection process for the future announcement is held within one year of the date of this examination and it includes the Management Test Battery, your score will be automatically applied to that announcement. However, after one year, you have the option to either (a) apply your test score to the other announcement or (b) re-take the Management Test Battery. Re-testing is permitted no sooner than one year from the date of the examination and only in association with your eligibility for another announcement for which the Management Test Battery is used. Please note that, should you re-test, your re-test score would become your official score since it is the most recent.  

Training and Experience Evaluation (Weight: 60%): Candidates who pass the Management Test Battery will be sent a second Supplemental Questionnaire that must be completed by the set date. Candidates will be evaluated on their relative knowledge, skill and ability levels in job-related areas. A passing score must be achieved on the Supplemental Questionnaire in order to be placed/ranked on the Eligible List. 

A passing score on the Manager Test Battery and Training and Experience Evaluation questionnaire must be achieved in order to be placed/ranked on the Eligible List.

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

Eligible List
The purpose of an examination is to provide a list of qualified persons to be considered for employment. Candidates are ranked on an eligible list according to their overall scores in the examination.

The duration of the eligible list resulting from this examination process will be six 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/score report resulting from this announcement may be used by other departments that also use this classification or a similar classification.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Salary Range: $143,624 to $183,274

Information about the Hiring Process: please go to this link.

Filing Deadline: Interested Applicants are encouraged to apply as soon as possible as this announcement may close at any time after 5:00 PM on Friday, November 5, 2021.

Questions: if you have any questions regarding this recruitment, please send your inquires to HSH's Human Resources team at [email protected]

Verification of Education and Experience: Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. 

Note: 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.

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.

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.

Statement on Equity, Diversity, and Inclusion: At the City and County of San Francisco, we share a commitment to a diverse, inclusive and equitable community. Each member of our organization is responsible and accountable for what they say and do to make San Francisco an inclusive and equitable place to live and work by employing fair and just practices to and for all.

Tuberculosis Screening:
Prior to appointment, applicants may be required to take a tuberculosis (TB) screening test.

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General Information concerning City and County of San Francisco Employment Policies and Procedures

Information on requesting a reasonable ADA Accommodation

Veteran's Preference

Seniority Credit in Promotional Exams

CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be vaccinated against COVID-19 as a condition of employment.  For details on how it is applicable to your employment, please click here.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.

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