OFFICE SERVICES ASSISTANT 11024

11/1/91 F

This is the second class in the Office Services series. This class, unlike secretarial classes, emphasizes program and operational support to a total organizational unit. Performs production or control oriented activities, a combination of both, or a variety of general work activities in support of office systems, processes and methods. This class is distinguished from the Office Services Aide by the need to perform a variety of duties that require independent discretion, judgement and control over the accuracy, neatness and timeliness of the work product. It is distinguished from the Office Services Specialist by the latters' performance of diverse and complex clerical duties which require the knowledge and application of the organization's policies, rules and procedures.

Complexity of Work: Performs work of moderate difficulty following established guidelines and procedures that allow for independent accomplishment of recurring tasks and for following own work sequences and schedules except when procedural changes occur. Work may also be performed in either manual or automated modes. Keyboarding as a primary duty may require full time automated equipment operation in either an organized work center or individually in support of an office staff activity where processing of high volumes of generally accepted administrative and office correspondence, memoranda, and similar materials are required. Production transcription, volume filing and similar type activity, and control of high-density records processing may require greater individual responsibility for a particular segment of the work varied and complex assignments such as compiling telephone directory information or conducting property inventories. Work may require computing and verifying mathematical computations, tabulations, statistical data, reports and records for accuracy and completeness. May enter and retrieve information such as college recruiting, admissions, patient records, billing, or medicare/medicaid insurance from a computerized data base. Proofreading of typed materials is performed to insure adherence to agency rules and regulations as well as grammar and typographic features. At a public contact point, asks callers routine questions, makes preliminary eligibility determinations, explains basic procedures and agency policy, assists in preparing forms and statements, receives routine complaints, collects fees, administers tests, and refers individuals to other for further assistance. May operate a telephone switchboard or answers incoming calls, assisting callers by making connections and providing information. In this capacity positions will operate a telephone exchange switchboard or console to provide general communications services. Such positions answer calls, make proper connections, handle unusual or emergency situations and provide information concerning agency functions and activities, as well as the location of personnel. Also monitors alarm and switchboard operations. General support of office functions may include a variety of duties such as part-time switchboard operations, elementary bookkeeping, telephone answering and reception of visitors, document reproduction, mail processing, operation of specialized non-keyboard office equipment, management of office supplies, drafting of routine correspondence, and other similar type duties peculiar to the unit served.

Supervision Given: May serve as lead worker for Office Services Aides, students, part-time workers, or others, and assist in training new workers.

Supervision Received: Immediate supervision is normally received from higher level positions in the office services or secretarial series. In some organizational alignments, however, supervision may be provided by higher level paraprofessionals and mid-level managers. Completed work is usually reviewed for accuracy, technical correctness and conformity to policy and procedures.

Scope: The class is generally used in hospitals, health clinics, libraries, tax and licensing activities, branch offices, financial aid and similar higher educational office units, and in central offices having large administrative staffs. The work affects the accuracy and reliability of other processes within a unit.

Impact of Actions: Broader contacts both within and outside the unit and the independence allowed this class in making routine decisions can lead to more frequent administrative errors that supervisory and system checks may not immediately discover.

Personal Contacts: Frequent internal and external contact with the public, other state agencies, vendors, and other organizational units within the same agency.

Knowledge: Working knowledge of office practices, procedures, and current office equipment; of manual and automated alphabetic, numeric, and other generally accepted filing systems; and of standard English grammar, punctuation, and usage. Some knowledge of basic computational arithmetic.

Skills: Working skill in keyboarding and/or in operating a telephone exchange switchboard or console.

Abilities: Demonstrated ability to interpret and follow oral and written rules and regulations; to maintain harmonious working and public relations; to learn operation of office equipment as changes occur; to respond to multiple telephone lines; and to collect and assemble information.

QUALIFICATIONS GUIDE*

Licenses or Certification: None.

Education or Training: Graduation from high school or equivalent.

Level and Type of Experience: Some clerical experience involving the performance of a variety of routine clerically related or telephone operator duties.

An equivalent combination of training and experience indicating possession of the preceding knowledge, skills and abilities may substitute for this education and experience.

This class was revised by a Classification Review/Specification Update team to incorporate positions in the Switchboard Operator A and B classes, effective January 1991.