Salary Grade V

General Description

Under general supervision, requiring the use of independent judgment, initiative and decision-making, provides administrative and clerical support to the College department or work area to which assigned. Duties and responsibilities will primarily be complex and may involve developing plans for accomplishing and prioritizing work, reasoning and analyzing data to resolve problems and overseeing and directing the work of others in the assigned area. Employees assigned to this title will be expected to have specialized knowledge and skill in the specific area of assignment. (Minimum standard 40-45 wpm)

Essential Job Functions

Employees in this title are expected to perform the tasks, as assigned, of the Office Administrative Assistant title. 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 other Office Administrative titles.

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

• In providing quality service to all, accepts referrals from lower level staff, clarifies complex requests, anticipates problems in resolving issues, and provides guidance and referrals to other sources when necessary.
• Follows up on referrals and requests, initiating appropriate emails, phone calls, and letters.
• Redirects calls when necessary, takes accurate messages for others in a courteous, business-like manner, and verifies content.
• In response to written inquiries (email and letter), researches and ensures accurate information is provided; responses are to be well thought out and given within established time frames; complex responses are to be clarified with supervisor.
• Prepares various types of documents, forms, memos and letters on a personal computer using college determined software (e.g., MS Office/Word). Proofreads own documents and those of others for accuracy using both technology tools and personal skills to edit for spelling, grammar, content and tone.
• Participates in special projects, attends planning sessions, works independently or as part of a team, provides assistance in meeting goals of the project as assigned.
• Coordinates meetings or events on behalf of the work area or manager. Conducts planning sessions, assigns tasks to staff, checks calendar, books
• appropriate space, ensures all attendees are invited and that responses are received.
• Provides assistance to students and their families with financial aid processes and eligibility. Coordinates financial aid grant programs, assists with auditing and reporting and interacts with other College offices to determine eligibility and reconcile accounts.
• Directs, trains, assists and collaborates with coworkers, colleagues and subordinate staff in accomplishing the day-to-day tasks and operations of the work area.
• Maintains and monitors the timekeeping processes for the work area, preparing time sheets, obtaining signatures, receiving calls for sick leave, resolving problems and omissions, tracking exceptions like “out-of-city tax”, logging documentation as directed, completing weekly logs and uploading administrative leave to the payroll system.
• Understands the security measures associated with department records and maintains the security and confidentiality of all personnel records and other confidential documents on behalf of the work area and the college.
• Monitors the security of current and historical records, identifying oversights or breaches and informing appropriate supervisors; identifies to supervisor areas where existing practices or policies seem insufficient.
• Oversees and maintains departmental inventories, generates periodic inventory reports, anticipates and plans for needed supplies for upcoming or seasonal events and activities, and keeps supervisor informed of items needing reorder. Conducts research on products and supplies needed using catalogues or the Internet to compare price and quality. Identifies to the supervisor new products that may benefit the productivity of the office; prepares purchase order requests.
• Accepts applications and request forms including checks or money orders from students ensuring that all information is properly filled in, that the student understands the process flow, that the transaction is logged, and that checks or money orders are placed in the lock box.
• Develops and maintains an expertise of all administrative information systems used by the department or work area. Accesses these systems to research, gather or generate reports on data as needed.
• Has knowledge of and keeps up-to-date on all departmental processes and procedures, understands how to apply this knowledge to solving student/customer problems and is able to communicate and provide the information clearly and accurately to others.
• May serve as key clerical administrative support to an executive staff member.

Qualifications

• A high school diploma or its equivalent (e.g., GED).
• Five (5) years of work experience in the required field for the specific work area or a closely related equivalent field; or
• Demonstration of the specific core competencies indicated for this title and
• level.
• Technical skills as indicated for this title and assignment level.

College credits, in a matriculated course of study from an accredited institution, may be substituted for work experience.

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.
• Asks questions, collects relevant information, and anticipates customer concerns.
• Responds by compiling and distributing appropriate information.
• Shows insight to customer complaints and responds with carefully selected words.
• Prepares simple correspondence requiring some minimal corrections.
• Assists lower level staff with difficult cases and knows when to direct matters to higher level staff.
• Skilled in communicating diversity as a College value and in making diverse customers feel included and acknowledged.

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 conflict appropriately; able to disagree without hostility.
• Shares information and ideas; gives others credit when due.
• Demonstrates understanding of College policies and procedures and shares this knowledge with colleagues in order to solve and/or diffuse problems for all internal and external constituencies.
• Volunteers for team projects; contributes ideas and energy for the overall success of the team efforts.
• Acknowledges the contributions of others.
• Maintains a network of supportive work-related contacts.

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.
• Serves as a resource to others about policies, procedures, and precedents.
• Keeps others informed.
• Operates from an understanding of the department and college mission and how they relate to one another.
• Can relate their job to the overall achievement of department and college goals.
• Understands the rationale behind legally mandated procedures and conducts the business of the college accordingly.

Customer Service

• Gives high priority to customer concerns.
• Engages customers and anticipates needs.
• Takes initiative on behalf of customer and provides customer options.
• Is flexible and service-oriented.
• Attends to details.
• Apologizes when appropriate and accepts responsibility on behalf of the College.
• Conveys understanding and interest in customer needs.
• Coordinates services among other departments.
• Explores ways to accommodate unique needs.
• Willing to go the extra mile to ensure satisfaction.

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.
• Develops a thorough knowledge of department and college products, procedures and policies; able to explain routine matters to internal and external customers.
• Prioritizes tasks consistent with supervisor’s responsibilities; multi-tasks small projects.
• Seeks and takes advantage of opportunities for learning; applies new knowledge.
• Shares knowledge with others.
• Follows up on changes in information and processes to ensure other support staff members provide correct guidance to customers; corrects errors when observed or makes supervisors aware of errors.

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.
• Looks for ways to improve work processes or services.
• Inquires if customers are satisfied with the service or information received; provides extra effort to make things right.
• Acquires information relevant to higher education practices affecting work assignments.
• Verifies priorities with supervisor from periodically.
• Knows what to do and does it without being told; moves from task to task with minimal direction.
• Completes tasks in timely fashion; alerts supervisor of obstacles to timely completion well in advance.

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 ability to evaluate information for validity, accuracy, authority and timeliness.
• Recognizes that a problem exists; uses reason and logic to identify cause; considers alternate solutions; with approval, implements a plan of action; and proposes solutions that do not always have precedents.
• Makes independent decisions in areas where authority is delegated.
• In somewhat complex matters can assess needs, determine the most efficient solution, and initiate effective service or resolution.

Technical Competencies

• Knowledge of and skill using all office machines and the college telecommunication system.
• Ability to troubleshoot problems on office machines; can perform basic maintenance.
• Skilled in the use of a personal computer:
  • Navigates the college network knowing the data available
  • Prepares shortcuts and toolbars
  • Can locate all the programs installed on the computer
  • Improves and establishes data security processes as needed; requests assistance from others (e.g., Information Technology) as appropriate
• Skilled using word processing software:
  • Creates and inserts tables
  • Uses headers and footers
  • Creates sub-files
  • Prepares address labels
  • Performs mail merge
  • Quickly masters new or improved editions of software; assists others
• Skilled in the use and creation of spreadsheets:
  • Sorts data
  • Creates and generates reports
  • Designs and uses basic calculations (e.g., requiring simple formulas)
  • Creates charts and graphs
• Skilled in the use of database software
  • Sets up simple databases
  • Sorts data
  • Do simple queries
• Skilled in the use of email (e.g., files, logs, lists, attachments, etc.)
• Uses the internet to access information and conduct research
• Ability to use PowerPoint
  • Prepares simple slides
  • Prepares simple organization charts