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Information and Record Clerks, All Other

SOC 43-4199.00Job Zone —v.26.05

Context coveredThis framework covers information and record clerk roles in office, administrative, healthcare, government, and regulated-industry settings, from entry-level data entry and customer service through executive oversight of records systems and departmental workforce management.

Sources:O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.SkillsCrosswalkSkillsCrosswalk — O*NET enrichment + adjacency index. Opens in new tab.
Emerging
Entry / Apprentice
  1. Customer inquiries and basic policy questions — respond to using scripted procedures under direct supervisor guidance in an office or service center environment.
  2. Records and data entry forms — locate, copy, and file accurately following established protocols in a document management system.
  3. Word processing software — produce routine correspondence and simple reports under close supervision in an administrative office setting.
  4. Customer complaints — recognize and escalate unresolved issues to a senior clerk or supervisor in a service-oriented work environment.
  5. Operating system software and shared drives — navigate and organize digital files following departmental naming conventions under instruction.
  6. Oral communications from customers or colleagues — listen attentively and confirm understanding by paraphrasing key information at a front-desk or call-center station.
  7. Production, payroll, or shipping records — locate specified entries and flag obvious discrepancies for supervisory review in a record-keeping office.
  8. Written procedures and policy manuals — read and apply basic guidelines when completing standard administrative tasks in a clerical role.
  9. Time-sensitive filing and data tasks — prioritize a personal daily task list with guidance from a team lead in a busy administrative unit.
  10. Personal conduct and data handling — demonstrate dependability and integrity by following confidentiality rules on every assigned record-keeping task.
Developing
Mid-level / Established
  1. Customer complaints and policy questions — resolve routine issues independently by applying established procedures in a multi-function office or service center.
  2. Production, payroll, and shipping reports — review and verify details for accuracy and completeness with minimal supervisory oversight in a records department.
  3. Written responses to customer or staff inquiries — compose clear and professional communications using word processing software in an administrative support role.
  4. Document management software — maintain, retrieve, and update records across multiple filing systems to support daily operations in a medium-sized organization.
  5. Complex or sensitive customer interactions — apply active listening and social perceptiveness to de-escalate situations before escalating to a supervisor when necessary.
  6. Administrative workflows and deadlines — manage competing priorities and self-monitor progress to meet daily output targets in a high-volume clerical environment.
  7. Analytical or scientific software and spreadsheets — generate basic reports summarizing operational data for supervisor review in a records or compliance office.
  8. New office procedures and software updates — read comprehension materials and adapt personal work methods to revised standards without direct instruction.
  9. Team communication and coordination — collaborate with colleagues across administrative units to share information and complete interdepartmental records requests.
  10. Compliance and public safety guidelines — apply knowledge of relevant regulations when processing sensitive records in a healthcare, government, or financial services setting.
Proficient
Senior / Expert IC
  1. Difficult or complex customer problems — resolve autonomously by diagnosing root causes and applying policy knowledge at an organizational service desk or records center.
  2. Escalated complaints beyond front-line capacity — guide junior clerks through resolution steps and serve as primary point of contact in a multi-tier customer service operation.
  3. Activity records including payroll, production, and shipping data — audit and cross-verify against source documents to ensure data integrity across an enterprise records system.
  4. Office and administrative workflows — identify inefficiencies and recommend procedural improvements to management in a full-scope clerical or information services environment.
  5. Web page creation and editing software — update internal or public-facing content portals with accurate policy and procedural information in a department-wide knowledge base.
  6. Medical or industry-specific software — process specialized records and ensure regulatory compliance without direct supervision in a healthcare or regulated-industry office.
  7. Critical thinking and pattern recognition — detect anomalies in data sets or recurring complaint trends and prepare written summaries with recommended corrective actions.
  8. Training and guidance sessions — deliver informal instruction to developing clerks on software tools, record-keeping standards, and customer service protocols in the workplace.
  9. Cross-functional administrative projects — coordinate with finance, HR, and operations departments to consolidate records and produce comprehensive management reports.
  10. Time management across full caseloads — independently prioritize high-volume, deadline-driven tasks including records review, customer responses, and compliance checks.
Advanced
Lead / Principal / Executive
  1. Quality standards for office, administrative, and customer service staff — supervise adherence by setting clear performance expectations and conducting regular reviews across a departmental team.
  2. Policies and procedures for customer service and record-keeping — develop, update, and communicate organizational guidelines that govern clerk operations at an enterprise level.
  3. Escalated and systemic customer service failures — lead resolution efforts by designing corrective protocols and coaching supervisors in a multi-site or large-scale organization.
  4. Records systems and document management infrastructure — evaluate, select, and implement software platforms that support compliance and operational efficiency organization-wide.
  5. Administrative workforce performance — assess individual and team output data, identify skill gaps, and establish targeted development plans for information and records staff.
  6. Organizational policy alignment — translate regulatory, legal, and strategic requirements into operational procedures that govern all records and information clerk functions.
  7. Cross-departmental data integrity initiatives — direct audit programs covering production, payroll, shipping, and compliance records to ensure accuracy at an enterprise scale.
  8. Budgeting and resource planning for administrative units — lead staffing, technology, and process investment decisions that optimize office operations across the organization.
  9. Organizational culture of integrity and dependability — model and institutionalize professional conduct standards through hiring criteria, onboarding, and ongoing accountability mechanisms.
  10. Strategic reporting on administrative operations — synthesize records data, complaint trends, and workforce metrics into executive-level insights that drive organizational decision-making.

AI-at-Work Competency Framework

Sources:Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab.Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab.WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab.
Subscriber feature

Authoritative source data identified for 998 occupations

How a worker at each mastery level uses, directs, and evaluates AI tools in this occupation. Each statement cites its evidence inline; click a citation chip to verify the source.

Emerging
  1. AI-assisted document review — uses an AI tool to surface discrepancies in records, payroll summaries, or shipping logs before performing a manual verification pass Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
  2. Basic query drafting — submits straightforward customer policy questions to an AI assistant and reads the output as a starting reference, then confirms accuracy against official procedures Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab..
Developing
  1. Response drafting for complaints — feeds a customer complaint summary into an AI writing assistant to generate a first-draft reply, then edits for tone, policy accuracy, and organizational voice before sending Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab. WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab..
  2. Record-reconciliation support — directs an AI tool to cross-check production or payroll report fields against source data, reducing manual comparison time while retaining personal sign-off on every discrepancy flagged Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab. Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab..
  3. Escalation triage assistance — uses an AI assistant to categorize incoming complaints by urgency and topic, then applies active-listening judgment to decide which cases require immediate human escalation Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab. WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab..
Proficient
  1. Complex problem briefing — prepares structured AI prompts that summarize an employee's difficult case, reviews the AI-generated guidance options, and selects the most contextually appropriate resolution to communicate Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab. WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab..
  2. Quality-standard audit — runs AI-assisted comparison of staff output records against established quality criteria, interprets flagged variances, and delivers corrective feedback grounded in personal supervisory judgment Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab. Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab..
  3. Policy-language synthesis — instructs an AI tool to consolidate policy excerpts into plain-language summaries for customer-facing use, then reviews and edits every output to ensure regulatory and procedural accuracy WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab..
  4. Time-sensitive reporting — delegates routine report formatting and data aggregation tasks to an AI tool, freeing cognitive bandwidth for critical review of figures and exception handling Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
Advanced
  1. AI workflow governance — establishes team-level standards for which record-review and customer-response tasks are delegated to AI tools versus handled entirely by staff, balancing the occupation's 26.3% collaboration rate with human accountability requirements Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab. Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab..
  2. Human-technology interaction design — evaluates and selects AI tools for the administrative support team by mapping each tool's autonomy characteristics against the moderate automation feasibility of core skills such as active listening and complaint resolution Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab. WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab..
  3. Continuous performance benchmarking — tracks AI-assisted task completion metrics across the team, identifies where AI time savings are realized versus where human judgment consistently overrides AI output, and adjusts delegation protocols accordingly Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
Evidence pack
AEI usage
Task observations: 263
Augment share: 26.3%
Time saved: 86.7%
AI autonomy: 2.98
SAFI positioning
Top skill: Active Listening
Score: 42.2 / 100
Quadrant: Q2_ai_augmented
precision: exact
WEF cluster
Human-Technology Interaction
human_technology_interaction
Sources:Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab.Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab.WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab.

Pathsmith Durable Skills Framework

Sources:Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Subscriber feature

Ten durable-skill domains mapped to four proficiency/role levels for each occupation. Each statement is aligned to the Pathsmith taxonomy, derived from trusted grounding data and mapped to occupation-specific O*NET tasks and skills.

1Communication12 statements
Emerging
  1. Record inquiry response — answers basic customer questions about policies and procedures using standard scripts and templates Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Written documentation — transcribes customer or transaction information into record systems with supervisor guidance O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Active listening basics — repeats back key details from customer interactions to confirm accuracy before entering records Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Developing
  1. Multi-channel communication — responds to customer inquiries via phone, email, and in-person with growing consistency and reduced supervision Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Policy explanation — conveys departmental procedures and record-keeping requirements clearly to customers or new staff using plain language O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Report communication — summarizes findings from production, payroll, or shipping records into brief written updates for supervisors O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Escalation communication — de-escalates complex customer complaints by selecting appropriate tone, language, and resolution pathway without supervisory prompting Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Cross-functional correspondence — drafts and distributes accurate internal memos or reports that align administrative records with operational needs O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Audience-adjusted messaging — tailors explanation of records policies to diverse stakeholders including customers, employees, and management Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Communication standards leadership — models and coaches junior clerks on professional communication practices across written, verbal, and digital channels Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Policy articulation — authors clear written procedures for handling record requests, complaint resolution, and documentation standards adopted department-wide O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Complex stakeholder communication — facilitates information exchange between customers, administrative units, and management during high-volume or sensitive record disputes Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
2Leadership10 statements
Emerging
  1. Task ownership — completes assigned record-keeping duties independently within established workflows without requiring repeated direction Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Peer support — assists fellow clerks with locating records or understanding filing procedures when asked O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Developing
  1. Quality monitoring — flags errors in colleague-submitted records and communicates corrections in a constructive and professional manner Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Initiative taking — identifies gaps in record retrieval processes and proposes simple improvements to direct supervisors Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Staff guidance — provides employees with step-by-step direction for handling difficult record disputes or escalated customer complaints as an informal resource O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Workflow oversight — supervises daily administrative tasks of junior clerks or support staff to ensure adherence to quality and accuracy standards O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Accountability modeling — holds self and team members to documentation deadlines and audit-readiness requirements without external prompting Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Team leadership — supervises the work of office and administrative staff, setting performance expectations and conducting quality reviews across record functions O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Mentorship delivery — develops and leads onboarding guidance for new clerks covering records management, customer service protocols, and compliance standards Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Process ownership — takes full accountability for the integrity of a records system or department function, driving continuous improvement initiatives Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
3Metacognition9 statements
Emerging
  1. Error self-monitoring — reviews own data entries before submission to catch transcription or classification mistakes Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Learning awareness — identifies specific records procedures or software functions that require additional practice and seeks guidance proactively Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Strategy adjustment — modifies personal record verification approach after identifying recurring error patterns in own work Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Task prioritization reflection — evaluates which records requests or complaints require immediate attention versus deferred processing based on past experience Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Workflow self-assessment — regularly audits own output accuracy and processing speed against departmental benchmarks and adjusts methods accordingly Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Knowledge gap identification — recognizes when a customer complaint or records issue falls outside personal expertise and seeks appropriate resources before proceeding Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Systemic reflection — analyzes patterns in own and team errors across records cycles to inform training needs and process redesign Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Coaching metacognition — helps junior clerks develop self-monitoring habits by modeling think-aloud verification techniques during records review Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  3. Continuous self-calibration — benchmarks personal performance against evolving administrative standards and proactively pursues skill development in emerging records technologies Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
4Critical Thinking10 statements
Emerging
  1. Data verification — cross-checks entered record details against source documents to identify discrepancies before finalizing Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Policy application — applies known procedures to determine the correct response to routine customer inquiries O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Developing
  1. Discrepancy analysis — investigates inconsistencies in production, payroll, or shipping records by tracing information back to original sources O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Complaint evaluation — assesses the validity and urgency of customer complaints by weighing stated concerns against documented policies Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Complex problem resolution — diagnoses root causes of recurring records errors or customer service failures and selects evidence-based corrective actions Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Record audit reasoning — evaluates reports and activity logs to verify completeness, detect anomalies, and recommend corrective entries O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Policy gap identification — identifies situations where existing administrative procedures are insufficient and recommends policy clarifications to management Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Systems-level analysis — examines interdependencies across multiple records systems to identify structural inefficiencies and propose data integrity improvements Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Evidence-based decision making — synthesizes quantitative data from administrative reports and qualitative feedback from staff to drive records management decisions Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  3. Critical review facilitation — leads team-level review sessions to evaluate record-keeping accuracy, surfacing assumptions and biases in data collection practices Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
5Collaboration10 statements
Emerging
  1. Team participation — contributes to shared records tasks by completing assigned portions accurately and on schedule Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Information sharing — passes relevant customer or record details to colleagues or supervisors when a task exceeds own authority O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Developing
  1. Cross-department coordination — collaborates with payroll, shipping, or operations staff to reconcile record discrepancies across departmental systems O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Conflict navigation — manages disagreements with colleagues over record ownership or filing responsibilities in a professional and solution-focused manner Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Integrated workflow contribution — participates in multi-team administrative projects by coordinating record transfers, updates, and validations across functional groups O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Shared goal alignment — works with supervisors and peer clerks to establish consistent data entry standards that support department-wide audit readiness Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Customer service teaming — collaborates with customer-facing colleagues to ensure complaint records are documented accurately and resolution actions are tracked O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Collaborative leadership — facilitates cross-functional working groups to streamline records handoff procedures between administrative, operations, and customer service teams Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Group dynamic management — mediates team tensions during high-volume processing periods and redistributes workloads to maintain collective output quality Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  3. Partnership building — establishes lasting collaborative relationships with external departments or vendors to improve data accuracy and records accessibility Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
6Character10 statements
Emerging
  1. Confidentiality adherence — handles sensitive customer or employee record information according to established privacy and data security protocols Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Professional conduct — maintains respectful and consistent behavior when interacting with customers, colleagues, and supervisors across service contexts Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Accountability in errors — acknowledges and corrects own data entry or processing mistakes promptly without minimizing their impact Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Ethical record handling — refuses to alter, omit, or misrepresent record details even under time pressure or informal requests Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Integrity in complaint resolution — resolves customer complaints by applying policies equitably and transparently, without favoritism or procedural shortcuts Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Professional reliability — consistently meets documentation deadlines and quality standards, earning trust from supervisors and customers through dependable performance Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  3. Compliance stewardship — ensures own and team's record-keeping practices conform to regulatory, organizational, and audit requirements O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Ethical leadership — addresses integrity concerns in records handling raised by junior staff and escalates policy violations through appropriate channels without hesitation Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Accountability culture building — establishes team norms of transparency and responsibility in records management, reinforcing ethical standards through modeling and direct feedback Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  3. Institutional trust representation — serves as a reliable point of contact for sensitive administrative inquiries, consistently demonstrating discretion and principled judgment Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
7Creativity10 statements
Emerging
  1. Process workaround identification — generates alternative approaches for completing routine records tasks when standard tools are unavailable Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Customer solution generation — proposes simple alternative resolutions to customer complaints when the default policy response is insufficient Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Developing
  1. Template improvement — redesigns data entry forms or tracking templates to reduce errors and improve usability based on observed workflow patterns Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Communication adaptation — crafts customized written responses to complex or unusual customer record requests that fall outside standard templates O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Process innovation — develops original approaches to records categorization, retrieval, or verification that improve departmental efficiency measurably Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Problem reframing — repositions recurring customer complaint patterns as systemic improvement opportunities and proposes creative administrative solutions Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Cross-functional idea generation — contributes novel ideas for coordinating records workflows across departments during operational changes or technology transitions Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Systems redesign — leads creative overhaul of outdated records management procedures, introducing new organizational structures and digital tools adopted by the department Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Innovation facilitation — facilitates ideation sessions with administrative staff to generate and test new approaches to record accuracy, customer service, and compliance Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  3. Creative problem mentorship — coaches junior clerks to approach recurring records challenges with curiosity and inventive thinking rather than rigid script adherence Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
8Growth Mindset10 statements
Emerging
  1. Feedback receptivity — accepts correction on data entry errors or customer handling missteps from supervisors and applies changes in subsequent interactions Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Challenge engagement — attempts unfamiliar records procedures or software functions without avoidance, seeking guidance when needed Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Developing
  1. Skill development pursuit — voluntarily learns new records management software features or administrative procedures beyond minimum job requirements Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Setback reframing — treats processing errors or difficult customer interactions as learning opportunities rather than performance failures Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Continuous improvement commitment — regularly seeks feedback from supervisors on records accuracy and customer resolution effectiveness and applies insights systematically Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Effort-to-mastery orientation — persists through complex records reconciliation tasks or protracted complaint cycles, maintaining quality without shortcutting Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Adaptability to change — adjusts record-keeping practices and customer service approaches when policies, systems, or regulatory requirements are updated O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Learning culture promotion — actively encourages junior clerks to view training, feedback, and mistakes as development tools rather than performance judgments Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Mastery modeling — demonstrates ongoing professional growth in records management through certifications, cross-training, or process leadership that sets a team standard Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Organizational learning contribution — shares lessons learned from complex records failures or customer escalations with the broader administrative team to prevent recurrence Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
9Mindfulness10 statements
Emerging
  1. Attention management — maintains focus on data entry accuracy during repetitive records processing tasks without losing detail over extended periods Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Emotional regulation basics — manages frustration when handling difficult customer complaints or high-volume workloads without expressing irritation to customers or colleagues Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Intentional pacing — regulates processing speed during peak records periods to balance throughput with accuracy rather than rushing and generating errors Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Stress awareness — recognizes personal stress signals during audit cycles or complaint surges and applies self-regulation strategies to maintain service quality Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Present-moment attentiveness — gives full attention to each customer interaction or records task without carryover distraction from previous complex cases Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Intentional response selection — pauses before responding to escalated complaints or policy challenges to choose measured, accurate, and appropriate language Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  3. Workload mindfulness — monitors personal capacity during high-volume periods and proactively communicates capacity constraints to supervisors before quality is compromised Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Team mindfulness leadership — models and teaches attentive, non-reactive engagement practices to junior clerks managing high-pressure records and customer service demands Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Systemic attentiveness — maintains awareness of emerging patterns in records errors or customer complaint trends, using sustained attention to surface issues before they escalate Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Emotionally intelligent supervision — applies mindful awareness of team members' stress and cognitive load when assigning complex records tasks during peak operational periods Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
10Fortitude10 statements
Emerging
  1. Persistence through repetition — sustains effort and accuracy during high-volume, repetitive data entry cycles without disengaging from quality standards Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Complaint resilience — recovers composure after difficult or hostile customer interactions and returns to productive records processing without extended disruption Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Developing
  1. Sustained effort under pressure — maintains records processing accuracy and customer service standards during audit periods, staffing shortages, or policy transitions Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Uncertainty tolerance — continues performing assigned records duties effectively when organizational changes or system updates create procedural ambiguity Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Adversity navigation — works through complex, multi-step complaint escalations and records discrepancies without abandoning process integrity under pressure from customers or time constraints Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Deadline resilience — delivers accurate records outputs on tight reporting deadlines by sustaining focused effort even when facing incomplete data or system issues Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  3. Consistent performance under load — upholds documentation quality and customer service standards across extended high-demand periods without measurable decline in output Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Team fortitude modeling — demonstrates and articulates perseverance strategies to junior clerks navigating difficult customer interactions or sustained administrative overload Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Courageous escalation — raises records integrity concerns or compliance risks to leadership despite organizational resistance or interpersonal discomfort Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  3. Resilience under systemic disruption — leads administrative continuity during major system failures, organizational restructuring, or regulatory changes, maintaining team performance and morale Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Sources:Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
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Source anchors that ground each statement

Related titles
Admissions Evaluator · Attendance Clerk · Auction Assistant · Clerical Investigator · Code Clerk · Codifier · Coding Clerk · Creel Clerk · Crew Clerk · Dealer Accounts Investigator · Dictaphone Operator · Dictaphone Transcriber
RAPIDS apprenticeships
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O*NET skills
Active ListeningSpeakingReading ComprehensionCritical ThinkingWritingService OrientationSocial PerceptivenessTime Management
Knowledge domains
Customer and Personal ServiceEnglish LanguageAdministrativeComputers and ElectronicsAdministration and ManagementMathematicsPublic Safety and SecurityEducation and Training
Abilities
Oral ComprehensionOral ExpressionWritten ComprehensionNear VisionSpeech RecognitionSpeech Clarity
Work styles
DependabilityAttention to DetailIntegrityCautiousnessCooperationSelf-Control
Technology
Document management softwareOperating system softwareWeb page creation and editing softwareWord processing softwareMedical softwareAnalytical or scientific software
Tasks · seed anchors for statements
  1. Supervise the work of office, administrative, or customer service employees to ensure adherence to quality sta
  2. Resolve customer complaints or answer customers' questions regarding policies and procedures.
  3. Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints
  4. Review records or reports pertaining to activities such as production, payroll, or shipping to verify details,
CIP education codes
01.010601.820101.820201.820301.820451.0705

Sources: O*NET v30.2 (CC BY 4.0), SkillsCrosswalk.com, LER.me, Anthropic Economic Index, SAFI (Jadhav & Danve, 2026), WEF Skills Taxonomy 2021, Pathsmith Durable Skills Framework. © 2026 EBSCOed.