1232 Training Officer

Recruitment #PBT-1232-063764


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

The City and County of San Francisco offers the unique opportunity to join the team at the 311 Customer Service Center, a single point of citizen contact for non-emergency government services. The ideal candidate will have energy, enthusiasm and knowledge of best practices and modern learning methods in a call center environment. Staffed 24 hours a day, 7 days a week, the 311 Customer Service Center connects callers to a staff of trained customer service agents who function as the customer services representatives for all City departments. The goal of the 311 Customer Service Center is to improve the exchange and sharing of information between City government and the public it serves, as well as among City departments. Additionally, the 311 Customer Service Center will act as a backup to the 911 Call Center in the event of a critical systems failure during an emergency.

Position Description:
Under general direction, the Training Officer will report to the Service Delivery Manager and be responsible for the development and presentation of training to the staff of the 311 Customer Service Center and outside agencies, as needed. Essential functions include: conducting training programs by making presentations, facilitating group discussions, and leading and monitoring group activities with targeted audiences; developing employee training programs, leader’s guides, and participant materials; establishing and maintaining reference materials; designing/adapting needs assessment approaches such as interviews, questionnaires and survey questions; analyzing data received through questionnaires, interviews with participants, written documents and/or consultation with appropriate personnel to evaluate training programs and to make written reports concerning their effectiveness; providing ongoing support to employees and managers; securing program support from City or department managers; coordinating training programs by planning and scheduling activities of participants, trainers and other support personnel; using computer software for presentations, reports and training design; and performing related duties as assigned.

Nature of Work:
Full time / 40 hours per week. The primary location will be the 311 Call Center, 1 South Van Ness Avenue, 2nd floor, San Francisco; however, incumbent may work at other sites as required. Travel within San Francisco and the surrounding Bay Area is required. Incumbent may be required to periodically work evenings, weekends or shifts starting as early as 2:00 a.m.

Minimum Qualifications

1. Possession of a baccalaureate degree from an accredited college or university; AND

2. Two (2) years of verifiable experience designing, organizing, and conducting employee training programs.

1. Additional experience as described above may be substituted for the required education on a year-for-year basis. One year of experience is equal to thirty (30) semester units/forty-five (45) quarter units.
2. Possession of a Master of Arts degree may be substituted for one year of the required experience.
3. Verified experience in teaching adults and developing lesson plans may be substituted for the required experience on a year-for-year basis.

Applicants must meet the minimum qualification requirement 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.

  • Ability to use computer applications (i.e., PowerPoint, Captivate) in the design and presentation of training programs
  • Familiarity with San Francisco – geography, map reading, current events, history, government services and related information relevant to the 311 Customer Service Agent knowledge base and database
  • Experience with call centers or customer service centers
  • Experience with technical training and technical writing

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 1232 Training Officer 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.

You can also watch this video for further assistance with our online application system:


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.

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

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Angie Ignao, by telephone at 415.554-6107, or by email at angie.ignao@sfdpw.org.

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. Resumes will not be accepted in lieu of verification of qualifying experience and education. When requested, applicants who possess a degree that is from a foreign and/or non-accredited college or university may be required to provide an equivalency certification of the degree. Failure to submit the required verification, when requested, may result in disqualification or ineligibility for employment. 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.

Selection Procedures

Written/Performance Examination (Weight 40%)
Candidates will be tested on their relative knowledge, skill and ability levels in job-related areas, which may include but be not limited to: Adult learning theory; ability to problem solve and facilitate/coach, written communication ability. A passing score must be achieved on the Written/Performance Examination in order to continue in the selection process.

The Written/Performance Examination is scheduled on September 5, 2014. Qualified applicants will be notified of the exact time and location of the examination.

Oral/Performance Examination (Weight 60%)
Candidates achieving a passing score on the Written/Performance Examination will be invited to participate in the oral/performance examination to assess a candidate’s knowledge, skills and/or abilities in job-related areas which may include but not be limited to: ability to create a presentation; training design and development ability; oral and written communication ability; adult learning theory; ability to use training technology and computers. Candidates must achieve a passing score on the oral/performance examination in order to be ranked on the eligible list.

Note: Applicants who meet the minimum qualifications are not guaranteed to advance through all of the steps in the selection procedure.

The department may administer additional position-specific selection procedures to make final hiring decisions.

CERTIFICATION RULE: The certification rule for the ranked eligible lists resulting from this examination will be Rule of Three Scores.

Eligible List: http://www.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 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.

Conviction History

As part of the selection process an image of your fingerprints will be captured and 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) history will disqualify you as a candidate based on the specific requirements of the position to which you are applying. If selected for fingerprinting, the hiring department will contact you to schedule an appointment.

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.

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.


Position Based Testing: http://www.sfdhr.org/index.aspx?page=20#positionbasedtesting.

Reasonable Accommodation Request: http://www.sfdhr.org/index.aspx?page=20#applicantswithdisabilities

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

Seniority Credit in Promotional Exams: http://www.sfdhr.org/index.aspx?page=20#senioritycredit

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

Terms of the Announcement: http://www.sfdhr.org/index.aspx?page=20#announcementsdefinitions
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
All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States


Micki Callahan, Human Resources Director
Department of Human Resources
Announcement No: PBT-1232-063764
Issued: July 28, 2014
GSA - AI (415) 554-6107


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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