Client Support Specialist (Job class 1840)
Location: San Francisco
This is a Permanent Exempt (PEX) position.
Salary Range: $68,198 – $82,940 annually
About the Commission
The San Francisco Ethics Commission was created directly by the City’s voters with the passage of Proposition K in November 1993. Through its 24-member staff, the Commission is responsible for the independent and impartial administration and enforcement of laws related to campaign finance, public financing of candidates, governmental ethics, conflicts of interests, and registration and reporting by lobbyists, campaign consultants, permit consultants, and major developers. The Commission has an operating budget of roughly $4.8 million also administers a $7 million Election Campaign Fund that provides partial public financing for qualified candidates for City elective office.
Our mission is to practice and promote the highest standards of integrity in government. We achieve that by delivering impactful programs that promote fair, transparent, and accountable governmental decision making for the benefit of all San Franciscans. With public service a public trust, our aim is to ensure that San Franciscans can have confidence that the operations of the City and County and the decisions made by its officials and employees are fair, just, and made without any regard to private or personal gain.
The Ethics Commission is committed to recruiting, hiring, and retaining and a diverse, collaborative, and high performing staff of individuals whose individual experiences, knowledge, and talents collectively drive achievement of the Commission’s unique mission in San Francisco city government. We honor and value diversity, inclusion, and engagement, and are committed to promoting racial equity and to creating and sustaining a work environment that reflects and engages the diversity of our communities. Applicants who contribute to this diversity are strongly encouraged to apply. The Commission provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, gender identity or expression, national origin, age, disability, genetics, or any other protected category.
About the Team
This position is key to the effectiveness of the Commission’s Engagement & Compliance Division, which serves as the primary point of contact for the public and the regulated community by providing public disclosure and filing assistance, compliance guidance, and training and education for the full range of programs administered by the Ethics Commission. This position reports to the Engagement and Compliance Manager. In an era that has challenged the public’s faith in government, the transparency and compliance assistance work of the Engagement & Compliance Division plays a vital role in supporting the Commission’s core mission to help build trust in governmental institutions.
About the Role
Under general supervision, the Client Support Specialist will serve as a front line staff person to provide direct filer assistance, technical support, compliance guidance, and user training in connection with the Statement of Economic Interests (Form 700) public disclosure program and other Commission programs.
Important and Essential Duties
Essential duties of the position include, but are not limited to the following:
- Provide technical assistance and support to departmental filers and filing officers during Statement of Economic Interests Form 700 project planning phase and post implementation.
- Diagnose and troubleshoot filing issues in a prompt and professional manner. Escalate complex technical issues and coordinate with internal teams and third-party providers until resolved.
- Complete training sessions with new filers and filing officers while advising on best practices.
- Assist with coordination and execution of planned outreach and training activities.
- Assist with the development of educational and guidance materials, including fact sheets, FAQs, guides, and eLearning tools to enhance stakeholder understanding of e-filing systems and filing requirements.
- Review and maintain web pages and online compliance resources as needed in consultation with the supervisor to reflect up-to-date and accurate information.
- Establish mechanisms to track and identify undesirable trends and patterns stemming from common system errors and discrepancies. Leverage compiled information to routinely assess and determine training, resource, and outreach needs. Recommend and assist in the development and implementation of new and enhanced online resources.
- Gather user feedback through surveys to identify processes that need improvement.
- Formalize and document mission-critical operational procedures for assigned tasks and program areas to achieve improved efficiency, compliance standards, quality of output, and uniformity of operational practices.
- Assist members of the public and filers with accessing Commission’s documents, disclosures, public datasets on the department’s website; respond timely to emails, phone calls, and in-person requests for information from the public.
- Perform and/or assist in a variety of research and data gathering functions; identify issues, compile and analyze data; prepare written reports and present documentation for evaluation.
- Participate in cross-functional implementation and roll-out of newly adopted laws, policies, and business processes. Collaborate and assist with testing and verification of system functionality to meet business process requirements as needed.
- Maintain a strong understanding of e-filing systems, business processes, and departmental policies to provide accurate, timely, and complete information to individuals seeking assistance.
- Maintain confidentiality of sensitive and confidential information obtained through the course of completing assignments while working comfortably in an open government environment.
- Establish and maintain effective working relationships with staff, senior management, representatives of other departments/agencies, officials, contractors, and the public to achieve organizational goals, including initiating and maintaining effective communication with department management regarding status and progress of work and to timely identify, analyze, and resolve program-related issues.
- Perform back up duties for other staff as requested to support effectiveness and continuity of division-wide program administration and operations.
- Perform other related duties as assigned, including periodic participation in Commission meetings.
- Abstain from local political activities, disclose personal economic interests, and comply with outside employment restrictions.
Highly Desirable Qualifications
During the selection process the following desirable qualifications may be used to identify applicants selected to become a job finalist.
- Technically experienced with a demonstrated ability to comprehend complex software and business processes.
- Track record as a highly motivated self-starter, capable of using initiative, creativity, and problem-solving orientation to achieve goals effectively within established timeframes.
- Excellent organization and time management skills; the ability to work in a remote environment and meet multiple deadlines.
- Flexibility and adaptability to thrive in a dynamic work environment while effectively adjusting to changes in priorities and assignments.
Knowledge, Skills and Abilities
Essential knowledge, skills, and abilities of the position include but are not limited to the following:
- Knowledge of technical methodology.
- Experience with client and support fundamentals.
- Instructional design and delivery.
- Program administration.
- Strong computer skills, including proficiency with Microsoft Office suite including Excel and PowerPoint.
- Ability to apply critical thinking and problem-solving techniques.
- Ability to master system applications in a network environment.
- Orientation to detail and ability to gather and analyze information accurately under pressure of a deadline.
- Strong verbal and written communication skills.
- Ability to understand and apply human relations principles, including demonstrating respect, attentiveness, and patience.
- Ability to work comfortably within an open government environment while also maintaining confidentiality of sensitive and confidential information.
- Ability to exercise tact, work objectively in a politically sensitive environment, and be willing to forego all local political activity.
- Ability to establish and maintain effective working relationships that foster engagement and creative problem-solving as a member of a diverse staff team.
- Ability to exhibit professionalism, sound independent judgment, and the highest standards of integrity in carrying out duties.
These minimum qualifications establish the education, training, experience, special skills and/or license(s) which the City and County of San Francisco requires for employment in the classification.
- Possession of a baccalaureate degree from an accredited college or university with major coursework in public or business administration, accounting, finance, economics, social sciences, education, or related field, or other areas closely related to specific department program or function.
- Substitution: May substitute up to two (2) years of the required education with additional qualifying experience in program/office/operations management, budget development and/or administration, or contract/grant administration. One year (2000 hours) of additional qualifying experience will be considered equivalent to 30 semester units/45 quarter units.
How To Apply
To apply for this position, please submit the following documents using the Apply Now link at the bottom of this document:
- Statement of Interest that details your interest in the Client Support Specialist position and that describes your relevant skills and experience providing client or technical support services, performing program administration, developing training and/or informational content, and conducting user training. Please also address any prior experience or exposure to governmental accountability and oversight work.
- Current Resume.
Applications that do not contain the requested information will not be considered.
Complete applications will be reviewed as they are received, and applicants selected to advance to the interview process will be contacted by phone or email.
** Please note that due to ongoing COVID19 public health restrictions all candidate interviews will take place online using remote technology. In addition, subject to further official notice from the City and County of San Francisco, the successful candidate should expect to perform their duties working fully remotely at least through June 30, 2021, however any City employee may be called in for Disaster Service Work duty or to work on site subject to the City’s and Department’s established Health and Safety protocols. In such instances, employees may be required be on site with 24-hours’ notice.