Institution Services Manager (Departmental Promotional Only)

Full Job Description

The Institution Services Manager (ISM) is a first-level supervisory position in the Probation Department. The ISM provides supervision, staff support, and coordination of various daily activities necessary for the efficient operation of the Juvenile Hall located in the City of San Mateo.

To learn more about the department, visit https://www.smcgov.org/probation.

The ideal candidate will have:

• Superior interpersonal skills with expertise to motivate and develop staff.
• Enthusiasm for the job.
• A positive and flexible outlook and excitement for new challenges.
• Excellent oral and written communication skills.
• Ability to work well independently and as a member of a team.
• Excellent organizational ability for handling multiple tasks and urgent issues quickly and simultaneously.
• Ability to manage and de-escalate conflicts.
• Ability to make quick and informed decisions.
• Demonstrates patience, empathy and cultural competence when dealing with youth and staff.
• An innovative leader who is able to think creatively and able to shift with the new trends.
• Ability to work collaboratively with different services providers and Justice Partners.
• Initiative and sound independent judgment when responding to the public and dealing with problems.
• Skill as a consensus builder who is a firm, fair, responsive and tactful leader with excellent group facilitation skills.
• Demonstrates creativity when dealing with programs and staff issues.
• Ability to make sound decisions.
• Knowledge in management and supervision of staff, including training, coaching, encouraging and holding staff accountable.
• Experience in procedures involved in the care, safety, transportation, custody and security of youth.
• Knowledge of principles of evidence-based supervision and personnel management practices.
• Ability to provide appropriate feedback and guidance to staff.
• Ability to provide crisis management in emergency situations.

NOTE: The eligible list generated from this recruitment may be used to fill future extra-help, term, unclassified, and regular classified vacancies.

Requirements

Duties may include, but are not limited to, the following:

• Plan, direct, supervise, and evaluate the work of subordinate personnel.
• Train personnel in Departmental procedures; develops and monitors training programs for staff.
• Coordinate the daily activities of the institution's programs.
• Explain and interpret departmental policies and procedures to staff and monitor compliance.
• Function as the facility Officer on Duty.
• Provide personnel management of shift schedules and extra-help assignments within policy guidelines and participate in staff selection processes.
• Assigns, schedules, and approves time off; evaluates staff performance and critiques potential violations.
• Consult with Probation Field Services personnel, Medical and Mental Health personnel, and other appropriate staff when issues of detention, high population, medical and mental health issues need discussion, response, and/or clarification.
• Works closely with the Superintendent and with other Institution Services Managers for the development, implementation, and interpretation of administrative policies and procedures.
• Coordinating the daily activities of the facility’s programs and facility-wide assignments such as fire/safety, security, and employee scheduling and training.
• Serving as the facility Detention Control Officer.
• Participates in administrative and unit staff meetings for dissemination of information and the development of policies which may involve writing recommendations.
• Serve as the facility administrator in the absence of the Probation Services Manager II.

Qualifications

Education and Experience:
Any combination of education and experience that would likely provide the required knowledge, skills, and abilities is qualifying. A typical way to qualify is:

Three years of journey or higher level experience providing counseling, guidance, supervision, and custody for a group of juveniles in a 24-hour institution, including at least one year in a lead or supervisory capacity.

Knowledge of:

• Federal, state, and local laws and regulations applicable to probation work.
• Principles of supervision and training.
• Child psychology and principles of family relationships.
• Juvenile court law and the criminal justice system.
• Growth, development, needs, and problems of juveniles.
• Causes of juvenile delinquency.
• General emotional and behavioral patterns of delinquent and non-delinquent juveniles and appropriate disciplinary measures.
• Group and individual counseling techniques.
• Principles of first aid and general health and safety practices.

Skill/Ability to:

• Supervise and train subordinate personnel.
• Plan and direct the work of others.
• Work as part of a team.
• Interpret and monitor departmental and facility policies and regulations.
• Secure and maintain the respect, rapport, and confidence of juveniles and aid in their rehabilitation.
• Respond appropriately in crisis situations.
• Write competent staff reports and be able to effectively analyze institution issues needing attention and clarification.
• Restrain aggressive detainees.
  

Additional Information

Departmental Promotional Only. Only current County of San Mateo employees in the Probation Department with at least six months (1040 hours) of continuous service in a classified regular, probationary, or extra-help/limited term position prior to the final filing date may apply.

The examination process will consist of an application screening (weight: pass/fail) based on the candidates' application and responses to the supplemental questions. Candidates who pass the application screening will be invited to a panel interview, which may include a pre-interview exercise (weight: 100%). Depending on the number of applicants, an application appraisal of education and experience may be used in place of other examinations. All applicants who meet the minimum qualifications are not guaranteed advancement through any subsequent phase of the examination. All examinations will be given in San Mateo County, California, and applicants must participate at their own expense.

IMPORTANT: Applications for this position will only be accepted online. If you are currently on the County's website, you may click the "Apply" button. If you are not on the County's website, please go to https://jobs.smcgov.org to apply. Online applications must be received by the Human Resources Department before midnight on the final filing date. Responses to the supplemental questions must be submitted in addition to our regular employment application form. A resume will not be accepted as a substitute for the required application materials.

TENTATIVE RECRUITMENT SCHEDULE
Final Filing Date: Wednesday, March 4, 2026, 11:59 PM PST
Civil Service Panel Interview: Week of March 9 - 13, 2026