Job Description

Project name:

Manager Customer Assistance Programs ****

Work Location:

525 Golden Gate Ave., San Francisco

Work Hours:

8am to 5pm, M-F (Hybrid)

Project Description:

SFPUC’s Customer Services Bureau (CSB), is responsible for administering the SFPUC Customer Assistance Program or CAP. The purpose of the Customer Assistance Program is to provide discounts to customers struggling to pay their SFPUC bills. The structure of CAP balances trade-offs between making it logistically, administratively, and financially efficient to enroll low-income customers to access discounts while maintaining reasonable eligibility verification processes to ensure support is being provided to those who need it most.

Position Description:

In coordination with the Customer Service Bureau Director, the CAP Program Administrator will develop and lead SFPUC’s strategy for community assistance for residential utility customer segments within San Francisco. Plan, implement, and analyze public relations strategies that advance the organization's mission and goals. Oversee and manage key stakeholder relationships with organizations that aid low-income households. Provide consultative services on the effectiveness of programs and practices including investigating and recommending solutions to achieve desired results. Manage internal and external resources to implement solutions. Collaboratively manage employees with responsibility for administering the Customer Assistance program (CAP). Work collaboratively with customer service, finance and external affairs to develop proposals for new services and programs. Establish and maintain partnerships to advance program goals. Perform data analysis and budget oversight of low-income designated revenue sources. Research grant opportunities and prepare grant proposals to maintain and expand the CAP program.

Essential Functions:

Analyze and assess the current Customer Assistance Programs for all enterprises (Water, Wastewater and Power). Record, maintain and update CAP program business processes, standard operating procedures, and Commission items.

Oversee and manage key stakeholder relationships with nonprofits, foundations, and community organizations.

Cultivate and maintain professional relationships with organizations that provide utility assistance and training on financial matters to low- and moderate-income customers.

Analyze proposed legislation, regulations, or rule changes to determine how utility assistance funding could be impacted.

Use creativity and innovation to develop and cultivate new community partnerships.

Develop and manage a financial plan in accordance with designated CAP funding

Provide data analysis and reporting of funding for customer utility assistance and the derived benefits of utility assistance programs to the Director of Customer Services Bureau monthly.

Oversee and monitor CAP program to ensure applications are processed timely, that denial letters are sent efficiently and that discounts are applied appropriately for those enrolled into the program.

Reporting in collaboration with External Affairs as needed to the Public Utility Commission. Develop and create reporting tools and methodology and respond to stakeholder input issues and concerns. Provide data supported updates on the CAP programs and CCSF income eligible population.

Research and identify potential grants, determining the requirements and likelihood of being a customer resource and targeting specific foundations and funders to build positive relationships.

Prepare grant proposals, manage budgets, and deliver follow-up statistics, data, and reports.

Work with communications staff to ensure outreach programs and educator-oriented special events are successful and communicated accurately.

Provide consultative services on the efficacy of policies and practices including investigating and recommending solutions to achieve desired results.

Class 1822 Administrative Analyst performs other related duties as required.

Qualifications: Qualifications

Possession of a baccalaureate degree from an accredited college or university, and one (1) year full-time equivalent experience performing professional-level analytical work. Qualifying professional-level analytical work includes analysis, development, administration, and reporting in major programs and functions of an organization in areas such as budgets, contracts, grants, policy, or other functional areas related to the duties of positions in the 182X Class series.

Substitution:

Possession of a graduate degree (Master's degree or higher) from an accredited college or university with major coursework in specialized subject matter areas such as public or business administration, management, business law, contract law, public policy, urban studies, economics, statistical analysis, finance, accounting or other fields of study closely related to the essential functions of positions in the Class series may be substituted for the required one (1) year of experience.

Additional experience as described above may be substituted for the required degree on a year-for-year basis (up to a maximum of 2 years). Thirty (30) semester units or forty-five (45) quarter units equal one year.

Every application is reviewed to ensure that you meet the minimum qualifications as listed in the job ad. Please review our articles on Employment Application and Minimum Qualifications and Verification of Experience and/or Education for considerations taken when reviewing applications.

Desirable Qualifications:

The stated desirable qualifications may be considered at the end of the selection process when candidates are referred for hiring.

Experience in customer/stakeholder relationship management, grant writing and administration, and/or front-line operations management.

Experience in a utility environment is preferred

Nonprofit experience

Program evaluation

Project management

**

Verification of Education and Experience: **

Every application is reviewed to ensure that you meet the minimum qualifications as listed in the job ad. Please review our articles on Employment Application and Minimum Qualifications and Verification of Experience and/or Education for considerations taken when reviewing applications.

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.

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.

Additional Information

Information About the Hiring Process

Conviction History

Employee Benefits Overview

Equal Employment Opportunity

Disaster Service Worker

ADA Accommodation

Veterans Preference

Seniority Credit in Promotional Exams

[required for Combined, Promotive, Entrance (CPE) Exams only]

Right to Work

Copies of Application Documents

Diversity Statement

Applicants will receive a confirmation email from notification@careers.sf.gov 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.

HOW TO APPLY

Applications for City and County of San Francisco jobs are

only

accepted through an online process. Visit https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/ and begin the application process.

Select the “I’m Interested” button and follow instructions on the screen

Applicants may be contacted by email about this recruitment and, therefore, it is their responsibility to ensure that their registered email address is accurate and updated. 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, @famsf.org, @ccsf.edu, @smartalerts.info, and @smartrecruiters.com).

Applicants will receive a confirmation email from notification@careers.sf.gov 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.

Job Analyst Information:

If you have any questions regarding this recruitment or application process, please contact the job analyst, Sanly Guan at sguan@sfwater.org

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.