Suporta sa Tanggapan ng HSA PST at Serbisyo sa Customer TRN

Paglalarawan ng Trabaho​​ 

Job Title:                       Public Service Trainee – Office Support & Customer Service Track​​ 

Classification:             9910 – Public Service Trainee​​ 

Program:                      San Francisco Human Services Agency (SFHSA) – Public Service Training Program (SWBL)​​ 

Employment Type:  Temporary Exempt (TEX) under Charter Section 10.104.16(b)​​ 

SOC Code:                     43-4171 – Receptionists and Information Clerks​​ 

Schedule:                     32 hours per week​​ 

Compensation:          $26.28 per hour​​ 

Duration:                     6 – 12 months​​ 

Location:                      HSA Service Centers, Employment Information Centers, or designated program offices​​ 

Program:                      Public Service Training (PST) Program – Subsidized Work-Based Learning (SWBL) Track​​ 

OST Position Summary​​ 

Under direct supervision, the Office Support & Customer Service Trainee participates in structured, supervised On-Site Training (OST) within San Francisco Human Services Agency (SFHSA) program offices to gain foundational experience in customer service, front office operations, clerical support, and administrative assistance within a public human services environment. Participants assist program staff with reception support, client navigation assistance, administrative functions, data entry support, workshop preparation activities, and general office operations that support public assistance and benefit program services.​​ 

The role emphasizes structured skill development aligned with the Structured Work-Based Learning (SWBL) model, integrating supervised work experience with competency-based training objectives.​​ 

Participants do not determine eligibility, manage caseloads, or provide independent case management services. All duties are performed under direct supervision of assigned staff.​​ 

This training track prepares participants for entry-level positions in customer service, reception, office support, clerical administration, and administrative assistance within public and private sector environments.​​ 

Examples of Duties​​ 

·        Batiin ang mga kliyente, bisita, at kalahok sa propesyonal at malugod na paraan.

·        Magbigay ng pangkalahatang impormasyon tungkol sa tulong publiko at mga serbisyo sa pagpapaunlad ng lakas-paggawa gamit ang mga aprubadong materyales na nagbibigay ng impormasyon.

·        Tulungan ang mga customer sa pag-navigate sa Lobby at idirekta ang mga indibidwal sa mga naaangkop na kawani o lugar ng serbisyo.

·        Sumasagot sa mga telepono at mga karaniwang katanungan habang isinasangguni ang Pagiging Kwalipikado o mga tanong na partikular sa kaso sa mga awtorisadong kawani.

·        Assist participants with basic navigation of online service systems, including kiosk navigation and upload instructions. ​​ 

·        Suportahan ang mga customer gamit ang mga form at dokumento sa pamamagitan ng pagbibigay ng mga pangunahing gabay sa mga pamamaraan ng pagkumpleto.

·        Tumulong sa mga kawani sa mga aktibidad sa paghahanda ng workshop kabilang ang pag-oorganisa ng mga materyales, paghahanda ng mga sign-in sheet, at pagsuporta sa pag-aayos ng silid.

·        Magsagawa ng mga pangunahing aktibidad sa pagpasok ng datos at pagsubaybay sa dokumento gamit ang mga aprubadong sistema ng opisina.

·        Panatilihin at isaayos ang mga materyales sa programa, mga display ng mapagkukunan, at mga file ng opisina.

·        Tumulong sa mga aktibidad sa pag-scan, pag-print, pagkopya, at pag-file ng dokumento.

·        Mga operasyon ng Suporta Employment Information Center (EIC) sa pamamagitan ng pagtulong sa mga kalahok na ma-access ang mga computer, printer, at mga mapagkukunan sa paghahanap ng trabaho.

·        Tumulong sa pagpapanatili ng organisadong mga lugar ng imbentaryo ng mga suplay at mapagkukunan sa opisina.

·        Sinusuportahan ang positibong daloy ng Lobby at mga propesyonal na kapaligiran sa serbisyo sa Customer.

·        Panatilihin ang pagiging kumpidensyal at wastong paghawak ng impormasyon ng kalahok habang sinusuportahan ang mga operasyon ng opisina.

SWBL Training Goals and Core Competencies​​ 

This SWBL track follows a structured skill progression model that integrates hands-on OST, competency development, and supervisor evaluation.​​ 

1. Customer Service & Front Office Operations​​ 

·        Participants will develop introductory skills in:​​ 

·        Professional greeting and reception procedures ​​ 

·        Front desk communication and visitor assistance ​​ 

·        Customer service etiquette and public interaction ​​ 

·        Directing clients to appropriate services and staff ​​ 

·        Supporting welcoming and accessible service environments ​​ 

2. Administrative and Clerical Support​​ 

Participants will gain experience in:​​ 

·        Clerical office procedures and administrative workflows ​​ 

·        Filing, document organization, and records management ​​ 

·        Preparing informational and program materials ​​ 

·        Appointment scheduling support and office coordination ​​ 

·        Basic office supply and resource management ​​ 

3. Digital Literacy and Data Entry​​ 

·        Participants will gain exposure to:​​ 

·        Basic data entry and information tracking ​​ 

·        Online service navigation support tools ​​ 

·        Office productivity software used in public service environments ​​ 

·        Document scanning, printing, and digital file handling ​​ 

·        Electronic records organization practices ​​ 

4. Workplace Readiness & Employability Skills​​ 

Participants will strengthen:​​ 

·        Professional communication and teamwork ​​ 

·        Time management and task prioritization ​​ 

·        Reliability, accountability, and workplace professionalism ​​ 

·        Following workplace procedures and supervisory instructions ​​ 

·        Adaptability within public service work environments ​​ 

5. Confidentiality, Compliance, and Public Service Standards​​ 

·        Participants will gain awareness of:​​ 

·        Confidentiality and privacy requirements ​​ 

·        Proper handling of sensitive documents and client information ​​ 

·        Public-sector workplace expectations and compliance standards ​​ 

·        Disaster Service Worker (DSW) responsibilities ​​ 

·        Mandatory Reporter awareness and workplace ethics ​​ 

Physical Requirements and Work Environment​​ 

·        Ability to sit or stand for extended periods while performing office tasks ​​ 

·        Frequent interaction with clients, staff, and program participants ​​ 

·        Use of computers, printers, scanners, telephones, and office equipment ​​ 

·        Work performed in a public human services office environment ​​ 

·        Must follow confidentiality standards and workplace safety procedures ​​ 

Supervision Received and Given​​ 

Direct Supervision: Program Supervisor / Host Site Supervisor​​ 

Program Oversight: SFHSA PST Liaison (ensuring SWBL compliance and participant development)​​ 

Eligibility and Program Participation​​ 

·        Must meet all PST Program eligibility requirements and be referred through an approved workforce development or employment services process. ​​ 

·        Must comply with PST Program participation standards, including attendance, training engagement, supervisor meetings, and evaluation completion. ​​ 

Program Completion and Career Pathways​​ 

Upon successful completion of the Office Support & Customer Service SWBL Track, trainees may qualify for entry-level roles such as:​​ 

·        Receptionist ​​ 

·        Office Clerk ​​ 

·        Administrative Assistant ​​ 

·        Customer Service Representative ​​ 

·        Front Desk Receptionist ​​ 

·        Program Support Assistant ​​ 

·        1404 Clerk or comparable City clerical classifications (where applicable) ​​ 

·        Comparable entry-level customer service and administrative support roles in public or private sector environments ​​ 

This training aligns with SOC 43-4171 – Receptionists and Information Clerks, preparing participants for sustainable career pathways in customer service, office administration, front office operations, and administrative support occupations.​​ 

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