Pay Grade: 19



This is complex administrative support work in diverse office situations and involves identifying solutions and alternatives within established policies requiring analytical thought. The work requires the operation of personal computers, specialized data entry equipment, Teletype Devices for the Deaf, communications systems and other office equipment; requires contacts with the public and officials.

Standard Classification Factors

Supervision Received - LEVEL B: "Under general supervision…" Employees working under general supervision usually receive some instructions with respect to the details of most assignments but are free to develop their own work sequences within established procedures, methods and policies. They are often physically removed from their supervisor and subject to only periodic checks.

Difficulty - LEVEL B: Average… Where the employee is confronted with a variety of duties susceptible to different methods of solution which, in turn, places a correspondingly higher demand upon resourcefulness and concentration. Positions which require the analysis and evaluation of raw data and the rendering of conclusions would, in many instances, fall into this category.

Complexity - LEVEL C: Work is of a standardized nature that may involve a variety of duties. Analytical thought becomes more important at this level due to increased data and changing situations. Tasks usually have several steps, some of which may not be directly related. Alternatives may exist for processes or methods to be used in solving problems. Workers at this level exercise a moderate amount of independent judgment. Work is controlled by routine review and reporting to or consultation with supervisors. When guidelines exist at this level, they tend to be more complicated or technical in nature requiring careful interpretation.

Consequence of Actions or Decisions - LEVEL C: Consequences of actions or decisions at this level are limited in scope and effect as the work is reviewed occasionally. Errors may cause moderate inefficiency. Costs due to errors may be significant.

Contacts - LEVEL B: The purpose of the contact is to plan, coordinate and advise on work efforts, interpret guidelines or instructions, elicit opinions or give guidance on the basis of facts to resolve common issues or problems when the information is not sensitive in nature or the individuals or groups are working toward mutual goals and have basically cooperative attitudes. Well developed communication skills are required.

Physical Demands - LEVEL B: The work requires light physical exertion. The employee may be required to perform handling activities with lightweight or easily moved items (e.g. books, file folders, boxes of office supplies, small machine parts, etc.); perform moving activities for brief periods; operate light equipment; perform repetitive motions for brief periods; confined to a work area.

Environmental Conditions - LEVEL A: The work environment involves normal everyday hazards or discomforts typical of offices, meeting and training rooms, or libraries. Comfortable levels of temperature, ventilation, lighting and sound are inherent in the work environment. Exposure to deviations from pleasant environmental conditions is only occasional. The likelihood of injury is remote.

Supervision/Leadership - LEVEL B: Involves functional leadership responsibility. As a "senior worker", performing essentially the same or similar work as those overseen, responsibility includes training, instructing, scheduling and reviewing. As a "project leader" may be responsible for a phase(s) of a single project which includes planning, coordinating and reviewing the work of others. This level may also involve limited administrative responsibility such as participating in the evaluation of work performance.

Distinguishing Features:

Differs from the Administrative Assistant which includes structured administrative support work of average difficulty and complexity.

Differs from the Administrative Specialist which involves specialized diverse administrative support work for a department or program with the discretion to design and implement general office operations to accomplish established goals. An employee in this class may supervise a staff that performs various duties and has contact with the public, officials and top level management.


Interprets guidelines in defined situations.

Performs limited legal research.

Plans, organizes, assigns, and reviews the work of an administrative support staff for conformance to regulations, policies, procedures governing assigned operations.

Trains, guides and directs subordinates and other employees in the use of equipment or in completion of complex assignments.

Maintains an adequate level of office supplies, equipment, and property.

Maintains calendars, schedules, and makes travel arrangements.

Screens and refers callers; provides detailed responses to information requests and questions about programs and activities. Relays important instructions and messages.

Troubleshoots communication system problems. Schedules and places conference calls.

Collects and distributes mail in a centralized mail processing and distribution center. Operates electronic mailing systems to process building and interoffice mail, and all classes of federal mail.

Directs the work production and flow of a record, filing and registration system(s).

Prepares and maintains various records on office activities pertaining to personnel, purchasing, travel expenses and related activities; processes sensitive materials.

Reviews the processing of invoices, vouchers, payrolls, personnel transactions and other records to ensure compliance with policies and procedures.

Enters and manipulates data and information by creating word processing templates, form letters, simple databases, tables and spreadsheets.

Operates office equipment and personal computers.

Reviews records for completeness, admissibility or eligibility in accordance with regulations.

Prepares correspondence and materials including administrative and public reports for reproduction and distribution: prepares worksheets and tables; makes various mathematical computations; types foreign language, medical and legal documents, and correspondence.

Prepares agendas and materials in accordance with established practices; takes minutes at meetings; composes drafts of proceedings.


*Knowledge of English, spelling, grammar, and arithmetic.

Knowledge of the operation of office equipment, personal computers and communications system.

Knowledge of rules, regulations, policies and procedures.

Knowledge of specialized formats for letters, memos and reports.

*Knowledge of record keeping, and reporting methods.

Knowledge of the general principles of supervision.

*Ability to apply and explain rules, regulations, policies and procedures.

*Ability to plan, organize, and review the work of subordinates performing a variety of functions.

*Ability to understand and follow verbal and written instructions; read and comprehend written materials.

*Ability to operate personal computers and office equipment.

*Ability to use word processing, spreadsheet and database applications.

*Ability to extract data and formulate reasonable conclusions from a variety of sources.

*Ability to establish and maintain effective working relationships.

*Ability to design and enter information in a variety of formats (such as narrative, manuscripts, business correspondence, statistical tables, etc.)

*Ability to proofread and edit for grammar, spelling, syntax and style; compute, verify and compare figures; detect discrepancies in information or records.

*Ability to perform basic math calculations.

Ability to record, file and transmit information.

*Ability to communicate effectively both verbally and in writing.

*Necessary at Entry


One year of experience in general office, clerical and administrative support work. Education may be substituted for experience as determined relevant by the agency.

NC: 11/01
REV: 08/05
REV: 06/08
REV: 06/09
REV: 06/10