HSA PST Office Support & Customer Service TRN

Job Description

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

·        Greet clients, visitors, and participants in a professional and welcoming manner.

·        Provide general information regarding public assistance and workforce development services using approved informational materials.

·        Assist customers with lobby navigation and direct individuals to appropriate staff or service areas.

·        Answer phones and respond to routine inquiries while referring eligibility or case-specific questions to authorized staff.

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

·        Support customers with forms and documents by providing basic guidance on completion procedures.

·        Assist staff with workshop preparation activities including organizing materials, preparing sign-in sheets, and supporting room setup.

·        Perform basic data entry and document tracking activities using approved office systems.

·        Maintain and organize program materials, resource displays, and office files.

·        Assist with document scanning, printing, copying, and filing activities.

·        Support Employment Information Center (EIC) operations by helping participants access computers, printers, and job search resources.

·        Assist with maintaining organized office supply and resource inventory areas.

·        Support positive lobby flow and professional customer service environments.

·        Maintain confidentiality and proper handling of participant information while supporting office operations.

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.

Schedules Varies -- flexibility is required -- Final Schedule Assigned Upon Hire

Must be flexible as schedule is subject to change