The San Francisco 311 Customer Service Center (SF311) connects residents and visitors with easy access to government services and information through the phone, web, and mobile. SF311 strives to simplify and improve work processes and remove barriers for requesting service or information. SF311 prides itself on innovation and hard work and has handled over 23 million calls since its launch in 2007 and over 70% of service requests are submitted via self-service options.

The Public Service Aide at the San Francisco 311 Customer Service Center is an integral part of the Administrative Team. Working with Business Analysts, the aide will learn about City government and processes. Using the information learned, candidate will learn and provide support in a variety of analytical support work such as business intelligence reports, updating the knowledge base, project planning, purchasing, and creating technical documentation.

Candidate will also participate in team meetings, provide input on new programs and processes, and assist in the day-to-day operations of the department. Based on interest and aptitude, may join in other department meetings and projects as necessary.

Examples of Important and Essential Duties

Under supervision, the 9920 Public Service Aide will work with the Administrative Team in responsibilities such as:

• Assist the Business and Administrative Analysts in performance of their work
• Review informational requests from the public and customer service representatives
• Assist in the management of building facilities requests
• Assist in purchasing and procurement for the department
• Conduct research to understand department process and policy to provide information
•  Continually update departmental records to ensure data accuracy
• Attend departmental meetings and update project/program documents and schedules with updated information
• Assist with creation of reports, proposals, presentations, and media communication Participate in City PIO/Social Engagement groups

Work Schedule:

Nature of Work: Full-time, usually Monday through Friday, with flexible hours between the hours of 8:00 am and 6:00 pm. Teleworking may be allowed up to 3 days/week, but applicant must be able to meet the City's telework policies and management reserves the right to cancel at any time. Additionally, this position will require applicant to be available to work occasional weekends and holidays whenever necessary given its 24x7 operations.

Possess an Associate's Degree in computer science or a closely related field from an accredited college or university OR its equivalent in terms of total course credits/units [i.e., at least sixty (60) semester or ninety (90) quarter credits/units with a minimum of twenty (20) semester or thirty (30) quarter credits/units in computer science or a closely-related field].

Desirable Qualifications

• Interest in government operations/procurement/technology
• Advanced computer skills with Excel, Word, and PowerPoint
• Technical aptitude
• Attention to detail

Important: Your application must include a cover letter that explains why you are applying for this job, and how your experience makes you a good fit for this role.  To upload these items, please attach using the "additional attachments" function.

Verification: Applicants may be required to submit verification of qualifying education and experience at any point in the application and/or departmental selection process. Written verification (proof) of qualifying experience must verify that the applicant meets the minimum qualifications stated on the announcement. Written verification must be submitted on employer’s official letterhead, specifying name of employee, dates of employment, types of employment (part-time/full-time), job title(s), description of duties performed, and the verification must be signed by the employer. City employees will receive credit for the duties of the class to which they are appointed. Credit for experience obtained outside of the employee’s class will be allowed only if recorded in accordance with the provisions of the Civil Service Commission Rules. Experience claimed in self-employment must be supported by documents verifying income, earnings, business license and experience comparable to the minimum qualifications of the position. Copies of income tax papers or other documents listing occupations and total earnings must be submitted. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at http://sfdhr.org/index.aspx?page=456.

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. 

• Information About The Hiring Process
• Conviction History
• Employee Benefits Overview  
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Veterans Preference
• Right to Work
• Copies of Application Documents
• Diversity Statement

Compensation:  $22.7625 hourly

Applicants are encouraged to apply immediately as this recruitment may close at any time, but not before May 2, 2022.

Late or incomplete submissions will not be considered. Mailed, hand delivered or faxed documents/applications will not be accepted.

In line with the Official Public Health Order to slow the spread of COVID-19, “shelter-in-place” has been issued for all San Francisco residents that is expected to be in effect until further notice. As a result, Department of Human Resources (DHR)’s office (located at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA 94103) is currently closed to the general public. If you have any questions, please feel free to email the Human Resources Analyst listed on this announcement.

Applications will be screened for relevant qualifying experience. Additional screening mechanisms may be implemented in order to determine candidates’ qualifications. Only those applicants who most closely meet the needs of the Agency will be invited to participate in the selection process. Applicants meeting the minimum qualifications are not guaranteed advancement to the interview. Qualified applicants with disabilities requiring reasonable accommodation in the selection process must contact the Agency by phone at (415) 554-6000 or, if hearing impaired at (415) 554-6015 (TTY).

CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

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.