NSXNational Skills ExchangeSign in
Back to Framework

Office Clerks, General

SOC 43-9061.00Job Zone 2 · Some Preparationv.26.05

Context coveredThis framework covers general clerical and administrative support work performed in office environments across industries, encompassing records management, correspondence, customer communication, data entry, and office technology operation from entry-level through lead administrative roles.

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. Office machines such as photocopiers and scanners — operate under direct supervision following step-by-step instructions in a general office setting.
  2. Incoming telephone calls — answer, screen, and transfer to the appropriate party under supervisor guidance in a busy clerical environment.
  3. Basic customer and employee inquiries — respond to using scripted or supervisor-approved answers at a front-desk or reception station.
  4. Paper-based filing systems — sort and organize records alphabetically or numerically following established office protocols.
  5. Incoming mail — open, sort, and route to designated recipients under direction in a multi-department office.
  6. Data entry fields in standard office software — input information accurately into pre-formatted templates with frequent supervisor checks.
  7. Written correspondence templates — copy and prepare outgoing mail using approved formats with proofreading support from a supervisor.
  8. Office calendaring and scheduling software — locate and record appointment information under direct instruction in a clerical role.
  9. Printed records and reports — review to locate specific information in response to straightforward staff or customer requests.
  10. Word processing documents — create and format basic letters and memos following office style guides under close oversight.
Developing
Mid-level / Established
  1. Multifunction office equipment including fax machines and voice mail systems — operate and perform routine maintenance independently in a general administrative office.
  2. Moderate-volume phone lines — manage calls, take accurate messages, and redirect inquiries with minimal supervision in an office support role.
  3. Customer and employee questions, complaints, and information requests — address clearly and professionally using established procedures across routine office situations.
  4. Electronic database and filing systems — update and maintain on a regular schedule to ensure accurate records in a computerized office environment.
  5. Office activity records and business transaction files — compile, copy, and file consistently to support audit-ready documentation standards.
  6. Digital and paper records — review and cross-reference to retrieve accurate information for staff or external requestors within expected turnaround times.
  7. Outgoing correspondence and mail — compose, proofread, and prepare using correct grammar and office formatting conventions with limited oversight.
  8. Numerical data, invoices, and reports — compute, record, and proofread to verify accuracy before submission in a billing or records-keeping context.
  9. Customer relationship management (CRM) software — enter and update client contact records routinely to maintain current organizational databases.
  10. Cloud-based data access tools — retrieve and share documents with colleagues and stakeholders following data-handling guidelines in a collaborative office environment.
Proficient
Senior / Expert IC
  1. A range of office machines and enterprise software platforms — configure, troubleshoot, and operate autonomously to support uninterrupted administrative workflows.
  2. Complex or escalated telephone and written inquiries — resolve independently by applying sound judgment and knowledge of organizational policies in a general office setting.
  3. Non-routine customer, vendor, or interdepartmental communication needs — address using adapted messaging strategies that maintain professionalism and service quality.
  4. Multi-component database and inventory management systems — maintain, audit, and update without oversight to ensure data integrity across office functions.
  5. High-volume records from multiple business units — compile, sort, classify, and archive following regulatory and organizational retention requirements.
  6. Conflicting or incomplete information across files and documents — evaluate critically to provide accurate, well-reasoned responses to complex staff or customer requests.
  7. Accounts, billing records, and financial transaction data — compute, verify, and correct discrepancies using accounting or billing software in a finance-adjacent administrative role.
  8. Human resources and scheduling software — manage calendars, coordinate meeting logistics, and process routine HR documentation autonomously for multiple stakeholders.
  9. Desktop publishing and document management tools — produce polished internal reports, manuals, and correspondence that meet organizational standards without editorial assistance.
  10. Office data security and records compliance requirements — apply consistently across all filing, database, and correspondence activities to protect organizational information.
Advanced
Lead / Principal / Executive
  1. Office administrative procedures and systems — evaluate, redesign, and implement improvements that increase efficiency and accuracy across the entire clerical function.
  2. Clerical and support staff onboarding — develop and deliver structured training on office equipment, software, and communication protocols in a supervisory capacity.
  3. Organization-wide documentation and records-management policies — author and enforce to ensure compliance with legal, regulatory, and operational standards.
  4. Administrative technology platforms including CRM, accounting, and cloud tools — lead evaluation and adoption decisions, advising leadership on capability and cost-benefit trade-offs.
  5. Office communication standards and customer service protocols — establish, model, and refine to elevate service quality across all staff-customer and interdepartmental interactions.
  6. Cross-functional administrative workflows spanning mail, filing, billing, and scheduling — coordinate and optimize to eliminate bottlenecks and redundancies at an organizational level.
  7. Quality control reviews of data, reports, and records produced by clerical teams — conduct systematically to identify error trends and implement corrective training measures.
  8. Workload distribution and time management practices for administrative teams — plan and oversee to meet organizational deadlines under variable and high-demand conditions.
  9. Vendor relationships for office supplies, equipment contracts, and service agreements — manage and negotiate on behalf of the organization to control administrative costs.
  10. Organizational culture of dependability, attention to detail, and cooperative service — cultivate by mentoring junior clerks and championing continuous improvement in a general office environment.

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. Basic document drafting assistance — uses an AI writing tool to generate first-draft emails, memos, and form letters from bullet-point notes, then reviews the output for accuracy before sending Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
  2. Routine data entry support — pastes lists of records into an AI assistant to check for duplicates or formatting inconsistencies, accepting corrections under direct supervisor review Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
Developing
  1. Filing and records summarization — directs an AI tool to extract key fields from scanned documents and populate database entries, verifying each result against the source record before saving 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. Message and call-log drafting — feeds call notes into an AI assistant to produce clear written summaries, then edits the output to match office communication standards before distributing Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
  3. Correspondence sorting — instructs an AI tool to categorize incoming emails by topic or urgency, manually confirming reassignments before acting on the sorted queue WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab..
Proficient
  1. High-volume compilation workflows — orchestrates AI-assisted batch processing of office activity records, routing exceptions that require judgment back to manual review while the AI handles formatting and sorting for the remaining 90 percent of items 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. Customer inquiry response drafting — supplies an AI assistant with policy documents and caller context to generate accurate, tone-appropriate responses, then applies active-listening insights from the original interaction to refine the final reply before sending 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. Inventory and mailing list maintenance — runs periodic AI-generated audits of database records to flag stale or inconsistent entries, resolving flagged items through direct verification rather than relying on automated correction Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
  4. Template library curation — builds and maintains a set of AI-generated document templates for recurring office tasks, testing each template against real transaction data before approving it for team-wide use Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
Advanced
  1. Cross-function workflow design — maps multi-step office processes (intake, filing, reporting, distribution) and configures AI tool sequences to handle repetitive segments, retaining human handoffs at every step requiring contextual judgment or stakeholder communication 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. AI output quality oversight — establishes review checklists and spot-check protocols for AI-generated records and correspondence across the team, identifying systematic errors and retraining prompt strategies to reduce recurrence Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab. Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
  3. Staff capability development — coaches junior clerks on effective prompt construction and output validation habits, translating occupation-specific accuracy requirements into practical AI-use guidelines aligned with Human-Technology Interaction standards WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab..
Evidence pack
AEI usage
Task observations: 1326
Augment share: 95%
Time saved: 91.2%
AI autonomy: 2.83
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.

1Communication9 statements
Emerging
  1. Telephone greeting — answers incoming calls using standard office scripts and routes calls to appropriate personnel 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. Message recording — captures caller name, contact information, and purpose using basic note-taking in a clerical environment O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Developing
  1. Customer inquiry response — explains office procedures, policies, and basic information to customers and employees with growing clarity and confidence 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 correspondence — drafts routine letters, memos, and email replies using correct grammar and standard office formatting 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. Complaint handling communication — addresses customer complaints by listening actively, acknowledging concerns, and providing accurate information or escalation pathways 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-departmental information sharing — disseminates updates, records, and instructions to employees across departments using appropriate channels and tone 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. Correspondence proofreading — reviews outgoing mail and documents for accuracy, completeness, and professional tone before distribution O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Office communication standards — models and coaches colleagues on professional telephone etiquette, written correspondence, and in-person communication norms within the administrative environment 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. Complex inquiry resolution — synthesizes information from files, records, and multiple departments to compose clear, accurate responses to detailed or sensitive 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.
2Leadership7 statements
Emerging
  1. Task initiation — begins assigned clerical tasks independently without requiring repeated prompting in a general office setting Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Workflow ownership — takes responsibility for completing a defined set of filing, data entry, or mail-handling tasks from start to finish within established deadlines 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. Peer support — assists newer clerks with locating files, operating office machines, or navigating database systems when asked Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Process accountability — identifies gaps in filing, inventory, or mailing workflows and takes corrective action without waiting for supervisor direction 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. Office coverage coordination — assumes responsibility for front-desk or clerical duties during colleague absences, maintaining continuity of operations Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Administrative mentorship — guides and trains new office clerks on office systems, record-keeping procedures, and professional standards, accelerating their onboarding 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. Operational improvement initiative — identifies inefficiencies in clerical workflows and proposes or implements revised procedures to improve accuracy and turnaround time Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
3Metacognition7 statements
Emerging
  1. Task awareness — recognizes when a clerical task such as data entry or filing has been completed incorrectly and seeks clarification before proceeding Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Learning strategy selection — identifies the most effective method—reference manual, supervisor guidance, or trial practice—for learning a new office machine or software application Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Error self-detection — reviews completed data entry or correspondence for personal error patterns and adjusts work habits to reduce recurrence 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. Workload self-monitoring — tracks personal progress against daily clerical task lists and adjusts pace or priorities to meet deadlines without supervisor 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. Knowledge gap identification — recognizes limits of personal knowledge when responding to complex inquiries and proactively seeks accurate information from records or colleagues 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. Continuous process reflection — regularly evaluates personal and team clerical workflows, identifying cognitive shortcuts that introduce errors and implementing systematic checks to eliminate them Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Adaptive learning modeling — demonstrates and shares strategies for mastering new administrative software or procedures with colleagues, drawing on self-assessed learning preferences Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
4Critical Thinking8 statements
Emerging
  1. Document verification — checks incoming records and forms for obvious errors, omissions, or inconsistencies before filing or processing 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. Information source evaluation — determines the most reliable file, database, or record to reference when responding to an information request 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. Routing judgment — evaluates the nature and urgency of incoming calls, mail, and requests to determine correct routing or prioritization 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. Data discrepancy analysis — identifies and investigates mismatches between physical records and database entries, determining root cause before correcting 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. Complaint root-cause assessment — analyzes recurring customer or employee complaints about administrative processes to distinguish systemic issues from isolated incidents 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. Records request judgment — evaluates requests for confidential files or sensitive information against established access policies before fulfilling or declining 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. Administrative policy critique — identifies gaps or outdated elements in office procedures and presents evidence-based recommendations for revision to supervisors Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Complex record reconciliation — leads the analysis of large or conflicting datasets across filing, inventory, and transaction records to produce accurate reconciled outputs 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.
5Collaboration7 statements
Emerging
  1. Team task participation — contributes assigned portions of shared clerical projects such as bulk mailings or file audits within a cooperative office team Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Cross-functional coordination — shares relevant documents, records, and messages with employees in other departments to support their work needs 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. Shared resource management — coordinates use of shared office equipment such as copiers and scanners with colleagues to minimize conflicts and downtime 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. Interdepartmental project support — collaborates with staff across multiple departments to compile, sort, and deliver records needed for audits, reports, or compliance activities 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. Conflict-aware communication — navigates differing priorities among colleagues or departments when handling competing requests for clerical support Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Office team cohesion building — fosters a cooperative administrative environment by facilitating clear communication, equitable task distribution, and mutual support among clerical staff Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Multi-team administrative facilitation — coordinates clerical inputs from several departments simultaneously during high-volume periods, ensuring all teams receive accurate and timely support 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.
6Character7 statements
Emerging
  1. Confidentiality awareness — handles personnel files, business transaction records, and customer data with basic discretion in the general office environment 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. Records integrity — enters and files data accurately without altering, omitting, or misrepresenting information, even under time pressure 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 a respectful and courteous manner when interacting with customers, callers, and colleagues regardless of the nature of the inquiry 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. Accountability in error correction — acknowledges filing or data entry errors promptly, notifies the appropriate supervisor, and corrects the record without concealment 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. Ethical information handling — refuses to share confidential records or respond to unauthorized information requests, applying office access policies consistently 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. Integrity role modeling — demonstrates and reinforces ethical standards for records handling, confidentiality, and professional conduct among all clerical team members Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Proactive compliance stewardship — identifies and reports instances where office data practices or record-keeping procedures risk violating privacy or organizational policy 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.
7Creativity7 statements
Emerging
  1. Organizational improvisation — devises a workable personal filing or sorting method when standard procedures do not address an unusual document type Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Template adaptation — modifies existing form letters, memo templates, or spreadsheet formats to better fit a specific task or recurring communication need 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. Problem workaround generation — identifies an alternative method to complete a clerical task when primary equipment such as a scanner or fax machine is unavailable 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 redesign — proposes a revised approach to sorting, filing, or routing that reduces errors or processing time based on observed patterns in the office environment 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. Customer communication innovation — develops clearer or more accessible explanations of office procedures for customers who struggle with standard instructions 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. Administrative systems innovation — designs new organizational structures for records, databases, or filing systems that significantly improve retrieval speed and accuracy across the office 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. Process improvement prototyping — pilots and refines creative solutions to recurring clerical bottlenecks, documenting outcomes and presenting findings to management Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
8Growth Mindset7 statements
Emerging
  1. Technology openness — approaches unfamiliar office machines or software applications as learning opportunities rather than obstacles in the administrative environment 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. Feedback integration — incorporates supervisor corrections on filing accuracy, data entry format, or telephone manner into subsequent work without defensiveness Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Skill expansion effort — voluntarily practices use of new office systems or database features to build proficiency beyond current task 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.
Applying
  1. Challenge persistence — works through complex or unfamiliar records requests and data reconciliation tasks, seeking resources rather than abandoning the effort 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. Error-to-learning conversion — analyzes patterns in personal data entry or filing mistakes to develop self-corrective habits and reduce future error rates 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. Continuous improvement culture — encourages colleagues to view procedural changes, new software rollouts, and increased workload demands as growth opportunities rather than disruptions Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Cross-training initiative — proactively seeks to learn adjacent clerical functions beyond core job duties to increase versatility and coverage capacity for the office team Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
9Mindfulness7 statements
Emerging
  1. Attention to detail orientation — directs focused attention to data entry fields, form completeness, and document accuracy during routine clerical processing tasks 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. Interruption recovery — returns to an in-progress task such as sorting mail or updating a database with full attention after handling an unplanned telephone call or walk-in request 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. Emotional regulation in service interactions — maintains calm and professional composure when responding to frustrated customers or demanding callers 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. High-volume task presence — sustains accurate and deliberate work performance during peak periods of filing, data entry, or mail processing without sacrificing quality for speed 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 prioritization — consciously evaluates the urgency and importance of competing clerical requests before acting, rather than defaulting to the most recent or loudest demand 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. Workplace stress awareness — recognizes signs of cognitive overload in self and colleagues during high-demand periods and takes intentional steps to redistribute tasks or restore focus Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Mindful customer engagement — brings full attentive presence to each customer or employee interaction, detecting subtle cues about unstated needs or dissatisfaction and responding with appropriate care 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.
10Fortitude7 statements
Emerging
  1. Repetitive task endurance — completes sustained high-volume clerical tasks such as bulk copying, sorting, or data entry without losing effort or accuracy over the course of a shift 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. Deadline pressure persistence — maintains steady work pace and quality on filing, mailing, or reporting tasks when deadlines are tight or workload spikes unexpectedly 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. Equipment failure resilience — continues clerical workflow using alternative methods when office machines malfunction, avoiding task abandonment 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. Ambiguity tolerance — proceeds with clerical tasks using best available information when instructions are incomplete, while flagging uncertainties for supervisor clarification Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Complaint resilience — recovers composure and maintains professional effectiveness after a difficult customer interaction, without allowing it to degrade subsequent work quality 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. Sustained performance under change — maintains full clerical output quality and reliability during extended periods of organizational change, system transitions, or staffing shortages Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Team morale anchoring — provides steady, encouraging presence for clerical colleagues during stressful periods such as audits or major deadlines, preventing collective performance decline Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. 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.
Show O*NET source anchors47 anchors · skillscrosswalk.com

O*NET enrichment · skillscrosswalk.com

Suggest an O*NET correction

Source anchors that ground each statement

Related titles
Administration Clerk · Administrative Clerk (Admin Clerk) · Administrative Support Specialist · Administrative Technician (Admin Tech) · Agent-Licensing Clerk · Animal Hospital Clerk · Animal Shelter Clerk · Attendance Clerk · Auction Assistant · Audit Control Clerk · Automobile Contract Clerk · Bilingual Office Assistant
RAPIDS apprenticeships
—
O*NET skills
Active ListeningReading ComprehensionSpeakingWritingCritical ThinkingService OrientationTime ManagementSocial PerceptivenessCoordination
Knowledge domains
AdministrativeEnglish LanguageCustomer and Personal ServiceAdministration and Management
Abilities
Oral ExpressionOral ComprehensionWritten ComprehensionWritten ExpressionNear VisionSpeech RecognitionSpeech ClarityProblem SensitivityInformation OrderingCategory Flexibility
Work styles
DependabilityAttention to DetailCooperationIntegritySocial OrientationSelf-Control
Technology
Word processing softwareDocument management softwareDesktop publishing softwareHuman resources softwareData base user interface and query softwareCalendar and scheduling softwareBilling and invoicing softwareCustomer relationship management CRM softwareAccounting softwareCloud-based data access and sharing software
Tasks · seed anchors for statements
  1. Operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems, and personal computers.
  2. Answer telephones, direct calls, and take messages.
  3. Communicate with customers, employees, and other individuals to answer questions, disseminate or explain information, take orders, and address complaints.
  4. Maintain and update filing, inventory, mailing, and database systems, either manually or using a computer.
  5. Compile, copy, sort, and file records of office activities, business transactions, and other activities.
  6. Review files, records, and other documents to obtain information to respond to requests.
  7. Open, sort, and route incoming mail, answer correspondence, and prepare outgoing mail.
  8. Compute, record, and proofread data and other information, such as records or reports.
CIP education codes
52.0408

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.