OFFICE ASSISTANT I/II

DEFINITION

Under direct to general supervision, performs a variety of general clerical and customer service duties in support of an assigned function; assists the public at the counter and on the phone with City policies, complaints, and questions; and performs other related duties and responsibilities as required. 

DISTINGUISHING CHARACTERISTICS

Office Assistant I: This is the entry level and training class in the Office Assistant Series. Initially under direct supervision, incumbents are responsible for learning to perform routine office and customer service duties associated with the department to which assigned. Because this class is typically used as a training class, employees may have limited or no directly related work experience. This class is distinguished from the Office Assistant II by the performance of less complex duties of routine difficulty, and incumbents exercise less independent discretion and judgment in matters related to work procedures and methods.

Office Assistant II: This is the journey level class in the Office Assistant Series. Incumbents within this class are distinguished from the Office Assistant I by the performance of the full range of clerical and customer service duties of moderate difficultly associated with the department to which assigned. Incumbents are expected to work independently, and exercise a higher degree of judgment and initiative. Positions at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit. This class is distinguished from the Senior Office Assistant classification in that the latter is responsible for the more complex office and customer service duties and requires a higher degree of specific departmental knowledge related to programs and services. 

Senior Office Assistant: This is the advanced journey level class in the Office Assistant Series. Incumbents within this class are responsible for performing the full range of clerical and customer service duties which are increasingly difficult and complex. Incumbents are expected to independently perform the full scope of assigned clerical and customer duties related to department services, projects, and programs, and exercise a higher degree of judgment and initiative. Positions at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit. Further, positions assigned to the senior level may provide work leadership and training in a lead capacity over lesser skilled staff. This classification is distinguished from the Administrative Assistant I in that the later performs a wider variety of administrative, clerical, financial, confidential, and project record keeping duties and responsibilities. 

Flex Staffing: Positions in the Office Assistant Series are flexibly staffed and positions are normally filled by advancement within the series, upon fully performing the duties and responsibilities, demonstrating the knowledge, skills, and abilities, and meeting the requirements for the higher class, as determined by management.

SUPERVISION RECEIVED AND EXERCISED

Receives direct supervision (Office Assistant I) or general supervision (Office Assistant II and Senior Office Assistant) from higher level management, as assigned. The Senior Office Assistant may provide lead and functional direction over Office Assistant I’s and II’s. 

ESSENTIAL FUNCTION STATEMENTS--Essential duties and responsibilities may include, but are not limited to, the following:

 Office Assistant I/II:

1. Performs a wide variety of clerical and customer service support; provides basic information within the area of assignment; directs the public to the appropriate department.
2. Responds to public inquiries in a courteous manner; explains assigned program areas to the public; provides proper documents and resource references as required; refers complex inquiries to appropriate staff. 
3. Inform staff when meeting participates arrive. 
4. Receives and responds to inquiries, in oral or written form, from the public or other agencies concerning department/division operations.
5. Communicates with staff of other departments and agencies to obtain and relay information and to coordinate activities. 
6. Collects a variety of fees and prepares deposits.
7. Coordinates activities with other City departments, outside agencies, and organizations. 
8. Operates a variety of office equipment including a computer; performs routine data entry into departmental systems and databases.
9. Processes various routine documents, forms, and applications, requiring knowledge of the department's functions.
10. Maintains accurate and detailed records, verifies accuracy of information, researches discrepancies, and records information. 
11. Prepares invoices for payment and service order requests; collects timesheets for payroll. 
12. Monitors and purchases office supplies; stocks and distributes supplies. 
13. Maintains printer/copier such as scheduling servicing, ordering toner, helping staff with printer/copier issues.
14. Receives, opens, time stamps, sorts, and distributes incoming and interdepartmental or departmental mail; prepares and distributes outgoing mail. 
15. May relieve other department staff during breaks and lunch.
16. May be exposed to confidential and privileged information during the course of duties and ensures such is maintained.
17. Pickup and drop-off various supplies, equipment, packets, and other materials to intended recipients and from various vendors and suppliers. 
18. Performs other related duties and responsibilities as assigned.

Senior Office Assistant (in addition to the above): 

19. Responds to complaints and requests for information of moderate to difficult complexity; assists in interpreting and applying regulations, policies, procedures, systems, rules, and precedents in response to inquiries and complaints from the public.
20. Composes routine letters in response to basic inquiries. 
21. Relieves the department head or supervisor of routine to moderately complex clerical duties related to processing of transactional items including personnel actions, budget, payroll, purchasing, and other areas related to assigned department. 
22. Compiles information and data of moderate to difficult complexity for administrative, statistical, financial reports and project files; checks data; prepares and assembles reports, manuals, articles and announcements, and other informational materials.
23. Enters complex computer data and retrieves data for reports and projects. 
24. Types reports, forms, memoranda, agenda reports and other materials from straight copy.
25. Checks reports, records and other data for accuracy, completeness, and compliance with established procedures and standards.
26. Prepares and maintains a variety of reports, files, and financial information related to assigned department. 
27. Maintains departmental files which include confidential material.
28. Assists in compiling annual budget request information. 
29. Maintains and updates departmental record keeping systems and specialized databases; enters and updates information with departmental activity, inventory files, and report summaries; retrieves information from systems and specialized databases as required. 
30. Maintains calendars and makes meeting arrangements; makes travel arrangements for conferences and meetings; schedules meetings between City staff and other groups or organizations; arranges for necessary set-up and materials to be available at meetings; arranges for catering.
31. May perform other clerical functions that are unique to the department to which assigned.
32. May serve in a lead capacity over Office Assistants I’s and II’s on a project basis, and in providing training, as required. 

QUALIFICATIONS

Knowledge of:

• Customer service practices and procedures.
• Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and City staff.
• English usage, grammar, spelling, vocabulary, and punctuation. 
• City organization, staff, and department locations.
• Operations, services, programs, policies, procedures and processes of the function(s) and/or department to which the position is assigned. 
• Federal, state and local laws and regulations applicable to assigned areas of responsibility. 
• Standards or processes relevant to clerical operations of the function(s) and/or department to which assigned. 
• Programs, goals, and purpose of the assigned function. 
• Basic principles of mathematics. 
• Principles, procedures, and methods of record keeping, report preparation, and filing systems. 
• Methods of preparing and processing various records, forms and other documents specific to assigned function(s), program (s) and/or department. 
• Standard office and clerical practices and procedures. 
• Modern office practices, methods, and computer equipment and applications related to the work. 
• Techniques for effectively representing the City in contacts with governmental agencies, community groups, and various business, professional, educational, regulatory, and legislative organizations. 
• City and mandated safety rules, regulations, and protocols.

Ability to:

• Assist the public, City staff, and others in researching or obtaining answers to questions regarding City business. 
• Use tact and discretion in dealing with sensitive situations, co-workers and the public. 
  • Provide general clerical support to a specialized work unit. 
  • Respond to and effectively prioritize multiple telephone calls and other requests for service. 
  • Interpret and apply administrative and departmental policies and procedures. 
  • Use applicable office terminology, forms, documents, and procedures in the course of work. 
• Understand, interpret, explain and apply city, state, and federal policy, law, and regulations applicable to areas of responsibility. 
  • Maintain confidentiality. 
  • Meet critical deadlines. 
  • Understand and follow verbal and written instructions. 
  • Type accurately at speeds necessary for successful job performance. 
  • Compose correspondence and reports independently or from brief instructions.
  • Read, understand, and interpret technical information, data, documents, and records pertaining to the assigned department's services, processes, and programs. 
• Perform responsible clerical support work with accuracy, speed, and minimal supervision. 
• Understand the organization and operation of the City and of outside agencies as necessary to assume assigned responsibilities. 
• Perform basic mathematical calculations quickly and accurately. 
• Work independently and as part of a team. 
• Make sound decisions within established guidelines. 
• Maintain a variety of filing, record keeping, and tracking systems.
• Use English effectively to communicate in person, over the telephone, and in writing. 
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work. 
• Demonstrate an awareness and appreciation of the cultural diversity of the community. 
• Effectively use computer systems, software applications relevant to work performed, and modern business equipment to perform a variety of work tasks.
• Communicate clearly and concisely, both orally and in writing.
• Ensure adherence to safe work practices and procedures.
• Operate a vehicle observing legal and defensive driving practices.

Experience and Training Guidelines

Any combination of experience and training that would likely provide the required knowledge and abilities to perform the essential functions is qualifying. A typical way to obtain the knowledge and abilities would be:

Experience – Office Assistant I: 

No prior work experience required; however prior office clerical, customer service, and administrative experience is highly desirable. 

Experience – Office Assistant II: 

A minimum of two (2) years of increasingly responsible clerical, customer service, and administrative experience equivalent to an Office Assistant I.

Experience – Senior Office Assistant:

A minimum of three (3) years of increasingly responsible clerical, customer service, and administrative experience equivalent to an Office Assistant II. 

Training – All Levels:

High School graduation or satisfactory equivalent. Completed coursework from an accredited college or university in business administration or a related field is highly desirable.

 Licenses and Certifications:

• Possession of a State of California driver’s license and proof of insurance. 

 Special Requirements:

Employee in this class may be required to work extended hours including evenings and weekends.

WORKING CONDITIONS

The work environment characteristics and physical/mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Environmental Conditions:

Employees in this class generally work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures. 

Physical Demands:

Must possess mobility to work in a standard office setting including use of standard office equipment, including a computer; and to operate a motor vehicle to visit various City development and meeting sites. Vision is required to read printed materials and a computer screen. Hearing and speech is required to communicate in person, before groups, and over the telephone. Touch is required in order to handle documents, and use a computer. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment. This is primarily a sedentary office classification although standing in work areas and walking between work areas may be required. Must be able to sit for prolonged periods of time. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects up to 20 pounds. 

Mental Demands: 

While performing the duties of this class, the incumbent in this class regularly uses written and oral communication skills; reads and interprets complex data, information, and documents; analyzes and solves problems; uses math, and mathe­matical reasoning; observes and interprets people, and situations; learns and applies new information; performs highly detailed work; deals with changing deadlines, constant interruptions, and multiple concurrent tasks; and interacts with City management, staff, members of the public, representatives of private and public agencies, and others encountered in the course of work. 

CAREER PROGRESSION

FROM:  Office Assistant I

TO:  Office Assistant II 

TO: Senior Office Assistant