Salary Grade IV

General Description

Under supervision and with the expectation for limited independent judgment, initiative, and decision-making provides clerical support to the College department or work area to which assigned. Duties and responsibilities will be both routine and complex. Employees in this title will be expected to possess some knowledge and skill in the specific area of assignment. Assignments may involve coordinating and overseeing the work of others in the assigned area. (Minimum standard 35-40 wpm)

Essential Job Functions

Employees in this title are expected to perform the tasks, as assigned, of the Office Administrative Assistant Level I. Based on guidelines established by HR, on limited occasions, or for a very limited time, employees in this title may be expected to perform some of the tasks, as assigned, of the Office Administrative Associate title.

Examples of typical tasks and responsibilities (this list is not meant to include all possible assignments in this title group):

• Communicates over the telephone, responding to inquiries, redirecting calls as necessary and taking accurate messages for others in a courteous, business like manner.
• Responds to written inquiries (email and letter), seeking to resolve problems, locating and providing accurate information and drafting written responses within established guidelines and time frames.
• Prepares standard documents, forms, memos and letters on a personal computer using college provided word processing software (e.g., MS Office/Word). Proofreads documents for accuracy using both technology tools and personal skills to edit for spelling, grammar and content.
• Listens to and verifies supervisor’s instructions, asking questions to clarify understanding of a new or complex assignment; seeks additional clarification as needed.
• Formats and prepares documents according to directions such as correspondence, charts, calendars, tables, lists, etc.; ensures content is accurate.
• Uses a personal computer in the performance of duties.
• Acquires and maintains knowledge of all administrative information systems used by the department or work area. Accesses these applications to research, gather or enter data as needed.
• Learns and keeps updated on all department processes and procedures, knows where to access needed information and forms, and is able to communicate and
• provide the information clearly and accurately to others.
• Provides quality service one-on-one electronically or in person, maintaining a helpful attitude, listening carefully, asking questions to ensure understanding and providing accurate, helpful information and responses; keeps records of interactions as appropriate.
• Assists administrators by responding to calls regarding faculty or staff attendance and following instructions to inform or notify students and staff accordingly.
• Responds to requests for transcripts, applications, etc.; receives forms, checking for completeness; accepts checks or money orders, logs in transactions, and places in appropriate lock boxes.
• Maintains and tracks department inventories using standardized spreadsheets and processes (e.g., inventory software programs or manual forms). Generates periodic inventory reports. Notifies supervisor of items needing reorder. May conduct simple research on products and supplies needed using catalogues or the Internet to compare price and quality. May prepare purchase order requests.
• Participates in the coordination of meetings or events on behalf of the work area or supervisor. Attends planning sessions, checks calendar, books appropriate space, notifies all attendees, follows up for responses and gathers required materials and handouts.
• Trains and assists work/study students, interns, Level I employees, etc., in the day-to-day tasks and operations of the work area.
• Receives and processes subpoenas ensuring they are posted, logged and directed appropriately within strict time constraints.
• Processes work requests using established forms and guidelines; determines priorities within established parameters; schedules and maintain logs.
• Maintains calendars for supervisor/manager scheduling meetings and appointments and making reservations.
• Transcribes letters, notes and memos from electronic devices, formatting and preparing for signature.
• Maintains office/department timekeeping records.
• Assists with special projects as assigned gathering and compiling data and preparing reports.
• Sorts and directs routine mail; refers non-routine or priority mail to appropriate persons.

Qualifications

• A High school diploma or its equivalent (e.g., GED).
• Two (2) years of work experience in the required field for the specific work area or a closely related equivalent field;
• Demonstration of the specific core competencies indicated for this title and level.
• Technical skills as indicated for this title and assignment level.

Core Competencies

Communication

• Communicates well both verbally and in writing; uses technology effectively in communicating.
• Communicates in a style appropriate to the College and consistent with its mission.
• Listens effectively; gives and accepts feedback in a constructive manner.
• Demonstrates respect in all communications for the diversity of all internal and external customers.
• Politely answers telephone or responds to in-person requests and provides information to satisfy simple inquiries.
• Takes accurate and complete messages.
• Willing to learn to improve communication skills from staff and supervisors.
• Knows when and how to direct more complex inquiries to appropriate staff.
• Actively listens and clarifies what is being said by reaffirming and asking questions.
• Responds promptly; explains need for any delays; keeps customers informed.
• Prepares routine forms for both internal and external constituents.
• Acknowledges diversity as a College value and communicates respectfully to diverse customers.

Interpersonal

• Willing to help and assist others.
• Respects others, especially those who are of different backgrounds, and self.
• Exhibits a positive, friendly and open attitude.
• Works as part of a team; seeks to include diverse opinions and views.
• Handles most conflict appropriately; able to disagree without hostility.
• Shares information and ideas; gives others credit when due.
• Demonstrates willingness to assist others; seeks to understand what people really want.
• Takes and follows directions from supervisors.
• Willing to learn improved interpersonal skills from staff and supervisors.
• Willing to participate in and contribute to a team project.
• Is sensitive to internal and external customers with special needs.
• Supports others to complete work processes.
• Demonstrates a mostly positive work attitude with others; acknowledges problems; requests assistance when unable to handle a situation.
• Handles conflict situations by staying calm.

Institutional Know-How

• Committed to the mission and values of the College and the goals of the unit.
• Knows and follows policies and procedures.
• Knows where or how to find information.
• Respects others as resources and uses their time carefully.
• Develops a network of internal contacts.
• Acquires understanding of the department mission and goals.
• Seeks to become knowledgeable of personnel, policies and procedures as
• they pertain to work in the office and is able to articulate these clearly.
• Seeks advice of supervisor when questions arise.
• Can relate his/her role to achieving unit goals.
• Performs tasks from the perspective of a representative of the College.

Customer Service

• Gives high priority to customer concerns.
• Engages customers and anticipates needs.
• Takes initiative on behalf of customers and provides customer options.
• Is flexible and service-oriented.
• Attends to details.
• Apologizes when appropriate and accepts responsibility on behalf of the College.
• Shows customer respect by being approachable, pleasant and greets them in a courteous manner.
• Expands on customer requests and directs customers to next level of service.
• Works cooperatively with others to achieve customer satisfaction.
• Demonstrates that all individuals at the College are customers.
• Recognizes incidents of poor service and apologizes.

Knowledge Base

• Stays current in knowledge of field.
• Maintains technical skills and know-how necessary to perform job duties.
• Applies knowledge and skills to tasks.
• Seeks to acquire mastery of new responsibilities; adapts to changes.
• Organizes and plans work methodically; can explain to others clearly.
• Pays attention to details; knows precedents and anticipates issues.
• Can handle multiple tasks with clarity about stages of completion for each.
• Promptly greets customer in person or on telephone with name and department
• Develops a thorough knowledge of department/College products, policies and procedures.
• Values learning new skills, and willingly participates in training.
• Values accuracy in information given to customers and seeks to update information when made aware of changes.

Work Ethics/Professionalism

• Behaves in accordance with all College rules and regulations.
• Demonstrates pride in quality of work;
• Follows up on commitments; keeps agreements and promises.
• Notifies key people of important issues or changes in situations affecting work;
• Increasingly accountable; develops ownership of work.
• Trustworthy; exhibits both the skills and the sincerity to do the job.
• Comes to work on time and in appropriate business attire.
• Performs job duties when unsupervised.
• Demonstrates openness to learning information relevant to higher
• education and practices affecting work assignments.
• Asks supervisor for feedback on quality of work; does not argue over direction.
• Informs supervisor when a task is completed.

Problem Solving/Reasoning

• Analyzes information and breaks it down to identify problems and determine solutions.
• Pays attention to details and thinks things through before acting.
• Recognizes errors and makes corrections or informs appropriate others.
• Demonstrates an ability to interpret a variety of routine information and simple instructions furnished in varied mediums (written, oral, diagram, schedule, or form). Can repeat important issues and key requirements surrounding access to and use of student and employee information; seeks assistance when uncertain.
• Recognizes a problem situation; identifies possible causes for routine matters; refers appropriately; and resolves where precedent exists.

Technical Competencies

• Understands the purpose of various office technologies in the College, such as, fax machine, copier, scanner, imaging system, microfilm system, etc.
• Knows how to use the College telecommunication system
• Basic knowledge of a personal computer:
  • Starting, clearing and shutting down hard drive and monitor
  • Using input/output devices such as a mouse, printer, etc.
  • Signing in and use of passwords for security
  • Uses shortcuts and toolbars
  • Maintains data security, as instructed by supervisor
• Learns about and can access the College network
• Uses appropriate administrative information systems necessary to perform the job and can locate and/or enter data
• Basic knowledge of Windows
• Knowledge of College selected word-processing software:
  • Opens and formats documents and paragraphs
  • Formats tabs, indents
  • Inputs data and edits
  • Uses tools for spelling and grammar
  • Centers, justifies left or right, bolds, underscores and italicizes
  • Saves, prints preview, prints and files documents
  • Adapts to new software and uses manuals/on-line instruction appropriately
• Knowledge of spreadsheets
  • Opens spreadsheets and inserts data into cells
  • Sets up columns and rows
  • Inserts headings
  • Sets up simple calculations not requiring a formula (e.g., column sums)
  • Formats for printing
• Can locate, open, read and respond to email
  • Uses basic commands such as reply, forward and copy
  • Sets up and uses address book
  • Sets up and uses email folders for filing and organizing
  • Uses calendar
  • Can download from and attach documents to email
  • Observes all College security criteria regarding email
• Has some understanding of database software and can locate existing databases and access information
• Understands how to use the Internet
  • Can locate and navigate the College home page
  • Knows what a search engine is and how to use it
  • Knows what a hyper-link is
  • Can access external websites
  • Accesses and downloads data from the Internet