HSA PST Office 支持& 客戶服務 TRN

職務說明​​ 

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​​ 

- 以專業和歡迎的方式 接待 客戶、訪客和參加者 。

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

- 協助客戶進行大廳導覽，並將個人引導至適當的工作人員或服務區域 。

- 接聽電話並回應例行詢問，同時將資格或特定個案問題轉介給授權的工作人員 。

·        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. ​​ 

- 協助工作人員進行研討會準備活動，包括整理材料、準備簽到表和支援房間佈置 。

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

- 維護和組織計劃材料、資源展示和辦公室檔案 。

- 協助文件掃描、列印、複印和歸檔活動 。

- 支持就業資訊中心 (EIC) 的運作，協助參加者使用電腦、印表機和求職資源 。

- 協助維護有條理的辦公室供應品和資源庫存區 。

- 支持積極的大廳流程和專業的客戶服務環境 。

- 在支援辦公室運作的同時，保持機密性並正確處理參與者資訊 。

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.​​ 

時間表不定 -- 需要彈性 -- 入職時指定最終時間表

必須具彈性，因為時間表可能會變更