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Office and Administrative Support Workers, All Other

SOC 43-9199.00Job Zone —v.26.05

Context coveredThis framework covers general and specialized administrative support work — including records management, customer service resolution, staff supervision, and administrative technology use — calibrated to Job Zone 3 office environments across public and private sector organizations.

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 guidelines under direct supervisor oversight in a general office environment.
  2. Word processing software and document templates — create and format standard correspondence following established formatting protocols in an administrative support role.
  3. Written records and routine reports — review for completeness and accuracy under direct supervision in a clerical or back-office setting.
  4. Customer complaint logs — document and route to the appropriate department following prescribed escalation procedures in a service-oriented office.
  5. Operating system software and office productivity tools — navigate and perform basic file management tasks under guidance in a standard office workstation environment.
  6. Incoming phone calls and in-person requests — receive and direct using active listening techniques under close supervision in a front-office setting.
  7. Attendance, payroll, or shipping records — locate and retrieve to support verification tasks as assigned by a supervisor in an administrative office.
  8. Workplace policies and procedural manuals — read and apply to daily tasks under direction to ensure adherence to quality standards in an office environment.
  9. Appointment schedules and calendars — maintain and update accurately following instructions provided by senior staff in an administrative support capacity.
  10. Data entry fields and electronic forms — complete with attention to detail by following input guidelines under supervision in a records-management setting.
Developing
Mid-level / Established
  1. Customer complaints of moderate complexity — resolve independently by applying knowledge of policies and procedures in a high-volume administrative or service office.
  2. Production, payroll, or shipping records — review and cross-reference routinely to verify details and detect discrepancies with reduced oversight in an operations support environment.
  3. Standard operating procedures and reference guides — interpret and apply to non-routine clerical situations in an administrative office with minimal supervision.
  4. Document management software — organize, retrieve, and maintain electronic records efficiently to support departmental workflow in a mid-size office setting.
  5. Written correspondence and internal reports — compose clearly and accurately using appropriate tone and grammar with limited editorial review in a business office environment.
  6. Colleagues experiencing procedural difficulties — provide guidance and practical advice drawn from on-the-job experience in a team-based administrative setting.
  7. Time-sensitive administrative tasks — prioritize and manage concurrently to meet deadlines reliably in a busy office support environment.
  8. Customer service interactions — adapt communication style based on social perceptiveness to address varied customer needs in a public-facing administrative role.
  9. Analytical or scientific software tools — use to compile and summarize operational data for routine reporting purposes in an administrative or compliance-focused office.
  10. Quality standards for administrative output — monitor own work against established benchmarks and self-correct errors before submission in a general office environment.
Proficient
Senior / Expert IC
  1. Escalated customer complaints and sensitive service issues — resolve autonomously by applying critical thinking and sound judgment in a complex, multi-department office environment.
  2. Office and administrative support staff — oversee daily work activities to ensure consistent adherence to quality standards and procedural compliance across an organizational unit.
  3. Production, payroll, and shipping reports — analyze trends and anomalies independently to surface actionable insights for management review in an operations or administrative context.
  4. Difficult or complex employee problems — counsel and coach staff through resolution by drawing on broad occupational knowledge in a supervisory administrative capacity.
  5. Web page creation and editing software — apply to update and maintain internal or public-facing content that supports administrative communication in an organizational setting.
  6. Cross-functional administrative workflows — coordinate and streamline to reduce redundancy and improve accuracy across multiple support functions in a mid-size organization.
  7. Policy and procedural documentation — draft, revise, and communicate updates to staff to ensure consistent application of standards in an administrative environment.
  8. Medical or specialized administrative software — configure and use to manage sensitive records in compliance with regulatory and organizational requirements in a specialized office setting.
  9. Performance issues and service gaps — identify root causes through observation and record analysis and recommend corrective actions in an administrative supervisory role.
  10. Oral and written communications with diverse stakeholders — tailor content and delivery to audience needs with clarity and professionalism across all levels of the organization.
Advanced
Lead / Principal / Executive
  1. Administrative support strategy and service standards — define and champion at the organizational level to align departmental operations with enterprise-wide quality goals.
  2. Office and administrative support workforce — mentor, develop, and evaluate to build long-term capability and succession depth across an organizational division.
  3. Complex or systemic customer service failures — lead root-cause investigations and implement sustainable corrective-action plans affecting multiple teams or locations.
  4. Organizational records management and compliance framework — design and enforce policies governing document retention, accuracy, and access in a regulated or high-stakes environment.
  5. Administrative technology portfolio — evaluate, select, and oversee implementation of document management, analytical, and productivity tools to modernize operational infrastructure.
  6. Cross-departmental administrative improvement initiatives — lead by applying analytical data from production, payroll, or logistics reports to drive measurable efficiency gains.
  7. Budget and resource allocation for administrative functions — oversee and optimize to ensure cost-effective staffing and tooling decisions at an organizational scale.
  8. Organizational policies and procedures — author and institutionalize to govern office operations, customer service protocols, and employee conduct across the enterprise.
  9. Escalation frameworks and quality assurance processes — architect and maintain to ensure consistent, high-integrity resolution of complex service and compliance issues organization-wide.
  10. Executive and board-level stakeholders — brief and advise on administrative performance metrics, workforce trends, and operational risks using synthesized data from across the organization.

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 correspondence drafting — uses an AI writing assistant to produce first drafts of routine emails, memos, and form letters, then reviews and sends with minimal editing Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
  2. Record lookup support — runs straightforward queries through an AI tool to locate policy documents or procedure summaries, relying on supervisor review before applying the results.
Developing
  1. Customer complaint triage — feeds complaint details into an AI assistant to surface relevant policies and suggested responses, then applies active listening skills to adapt the output to the individual customer's situation Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab..
  2. Report verification assistance — directs an AI tool to cross-check figures in payroll, production, or shipping records against source data, catching discrepancies before human sign-off Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
  3. Template population — delegates repetitive form completion and data-entry tasks to an AI workflow, freeing attention for exception handling and interpersonal interactions 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..
Proficient
  1. Escalation-response drafting — orchestrates an AI assistant to draft structured responses to escalated complaints, personally editing for tone, empathy, and organizational policy compliance before delivery 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..
  2. Staff guidance document creation — uses an AI tool to generate initial drafts of procedural guides and training materials, then revises for accuracy and clarity based on firsthand operational knowledge Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
  3. Multi-source record synthesis — tasks an AI assistant with aggregating data across production, payroll, and shipping reports into a consolidated summary, then critically evaluates the output for errors and inconsistencies 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..
  4. Meeting and communication summarization — runs transcripts or email threads through an AI summarization tool and edits the output into actionable briefings for supervisors and team members Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
Advanced
  1. AI workflow design for the team — evaluates and configures AI-assisted administrative workflows for the broader support team, setting human-review checkpoints at every stage involving customer-facing or compliance-sensitive outputs 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..
  2. Quality-standard enforcement through AI monitoring — integrates AI tools into supervisory routines to flag deviations in employee output quality, then interprets those alerts using critical thinking and domain expertise before taking corrective action 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. Complex policy interpretation with AI research — directs an AI assistant to compile and compare relevant policy precedents from internal and external sources, then synthesizes the findings into authoritative guidance for employees and customers WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. 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. Correspondence drafting — composes basic internal memos and email replies using standard office templates and approved language 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 inquiry response — answers routine questions regarding policies and procedures using scripted or guided reference materials O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Active listening practice — captures key details from verbal instructions given by supervisors or colleagues during daily briefings 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. Policy explanation — conveys administrative procedures clearly to employees and customers across phone, email, and in-person 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. Written documentation — prepares accurate summaries of records, reports, or transactions with appropriate formatting and grammar 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. Complaint intake communication — elicits relevant customer information through structured questioning to route escalations appropriately O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Cross-functional briefing — presents operational updates on payroll, shipping, or production status to department heads using organized, audience-appropriate language 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. Escalation communication — mediates complex customer or employee complaints by translating policy requirements into clear, actionable responses 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 communication — synthesizes findings from review of administrative records into written reports that support managerial decision-making O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Organizational communication standards — establishes and models written and verbal communication protocols adopted across the administrative support team Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Stakeholder messaging — crafts nuanced communications on sensitive matters such as policy changes or service disruptions that balance accuracy, tone, and organizational risk 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. Mentored communication coaching — provides structured feedback on correspondence and call handling to developing staff, elevating team-wide 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.
2Leadership10 statements
Emerging
  1. Task ownership — accepts assigned administrative duties and completes them without requiring repeated direction Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Peer support initiation — volunteers to assist teammates with high-volume data entry or filing tasks during peak periods Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Workflow coordination — organizes daily task distribution among small groups of administrative staff to meet output 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. Guidance delivery — provides colleagues with step-by-step direction on navigating office systems or completing unfamiliar administrative forms O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Staff supervision — oversees the daily work of office and administrative support employees to ensure adherence to quality standards and procedural compliance 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-solving leadership — guides employees through difficult or complex administrative problems, supplying clear direction and escalation criteria O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Performance accountability — monitors individual output against established benchmarks and delivers constructive feedback during one-on-one check-ins Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Team development — designs onboarding and cross-training plans that build administrative competency and reduce single-point-of-failure risk across the team 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 leadership — drives process improvement initiatives by identifying systemic inefficiencies and leading multifunctional implementation teams Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  3. Culture of accountability — models and reinforces high standards of professionalism and service orientation that shape the behavioral norms of the entire administrative unit 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.
3Metacognition8 statements
Emerging
  1. Self-monitoring — identifies personal gaps in knowledge of office procedures or software and flags them to a supervisor before errors occur Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Task prioritization awareness — recognizes when competing deadlines require a conscious shift in approach and seeks clarification on priority order Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Learning strategy selection — chooses appropriate methods such as reference guides, system tutorials, or peer observation to acquire new administrative software skills Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Error reflection — reviews own completed reports or correspondence to identify recurring mistakes and adjusts personal quality-check routines accordingly Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Cognitive load management — structures daily administrative workflows to front-load complex tasks such as record verification during peak mental energy periods Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Skill gap diagnosis — evaluates own performance against role expectations across tasks such as data entry accuracy or complaint resolution speed and creates targeted improvement plans Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Metacognitive modeling — articulates personal learning and self-regulation strategies explicitly when coaching junior staff, transferring reflective practices across the team Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Process evaluation — systematically reviews own supervisory decision-making after complex escalations or workflow failures to refine future judgment and team guidance Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
4Critical Thinking10 statements
Emerging
  1. Record discrepancy identification — flags inconsistencies noticed in production, payroll, or shipping records to a supervisor for further review 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 lookup — locates relevant procedural guidelines before responding to a customer question rather than relying on assumption 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. Root cause analysis — investigates the source of a repeated customer complaint by tracing it through relevant records and departmental procedures 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. Data verification — cross-references multiple administrative records to confirm accuracy before submitting reports to management 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 resolution reasoning — evaluates evidence from customer accounts, transaction records, and policy documentation to determine the most defensible resolution path 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 gap identification — analyzes recurring administrative errors or service failures to distinguish systemic causes from individual performance issues Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  3. Decision documentation — records the rationale behind administrative rulings or policy interpretations to create an auditable decision trail Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Policy evaluation — critically assesses existing administrative procedures for logical inconsistencies or unintended consequences and proposes evidence-based revisions 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. Analytical leadership — trains staff to apply structured reasoning frameworks when handling complex records discrepancies or escalated service issues Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  3. Risk identification — anticipates downstream administrative or compliance risks in proposed procedural changes before implementation Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
5Collaboration8 statements
Emerging
  1. Team task participation — contributes assigned portions of shared administrative projects such as data compilation or filing system organization on schedule Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Information sharing — passes relevant customer or operational information to the appropriate colleague or department without being prompted 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. Interdepartmental coordination — liaises with payroll, shipping, or production departments to gather data needed for accurate administrative reporting 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 navigation — manages disagreements with colleagues about task ownership or procedure interpretation by seeking supervisory clarification and maintaining professional tone Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Cross-functional project support — collaborates with managers and department leads to compile, verify, and present administrative records that inform operational decisions 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 goal alignment — coordinates with customer service and administrative peers to maintain consistent service standards and unified responses to policy questions 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. Collaborative process design — co-develops with peers and management new administrative workflows that eliminate redundancy and distribute workload equitably across the team Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Team dynamics facilitation — mediates interpersonal tensions within the administrative unit and builds structures for collective accountability and mutual support Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
6Character8 statements
Emerging
  1. Confidentiality adherence — handles employee records, payroll data, and customer information according to established privacy protocols without exception 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. Punctuality and reliability — arrives prepared and completes assigned tasks within promised timeframes, demonstrating baseline professional accountability Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Honest reporting — accurately documents records findings and flags discrepancies rather than omitting or obscuring inconvenient data 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. Consistent professionalism — maintains respectful, composed demeanor when handling customer complaints or managing difficult internal interactions 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. Ethical escalation — identifies situations in which administrative decisions may create compliance, fairness, or legal risks and escalates them through appropriate channels Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Accountability modeling — accepts responsibility for own errors in record-keeping or customer communication, corrects them transparently, and implements preventive measures Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Integrity leadership — establishes and enforces ethical standards for administrative conduct, including data accuracy, customer treatment, and compliance with organizational policies Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Trust-building culture — creates an environment where staff feel safe reporting errors, seeking guidance, and acting with integrity without fear of punitive response Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
7Creativity8 statements
Emerging
  1. Template adaptation — modifies standard administrative forms or communication templates to better suit the specific needs of an unusual request or edge-case situation Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Problem workaround — identifies an alternative method to complete an administrative task when the primary system or resource is temporarily unavailable Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Process suggestion — proposes incremental improvements to filing, scheduling, or reporting workflows based on observed inefficiencies in daily operations Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Customer solution generation — devises non-standard but policy-compliant resolutions to customer complaints that standard scripts do not address 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 — develops revised administrative procedures that reduce processing time or error rates by rethinking task sequencing or tool usage Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Communication innovation — creates new formats for internal reports or customer-facing documents that improve clarity and reduce follow-up inquiries 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. Systemic reinvention — leads a comprehensive redesign of an administrative support function incorporating new technology, revised roles, and updated quality benchmarks Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Creative culture cultivation — encourages and rewards innovative thinking among administrative staff by creating structured channels for idea submission and pilot testing Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
8Growth Mindset8 statements
Emerging
  1. Feedback acceptance — receives supervisor or peer corrections on administrative work products without defensiveness and applies changes in subsequent tasks Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Learning willingness — engages with new office software or updated procedures as opportunities to expand competency rather than sources of disruption Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Skill-building initiative — proactively seeks out training opportunities in areas such as advanced spreadsheet functions or customer service techniques relevant to the role 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 errors in record verification or complaint handling as diagnostic data that informs improved personal performance strategies Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Persistent problem pursuit — continues working through complex administrative challenges such as unresolved escalations or data discrepancies rather than deferring prematurely Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Adaptive learning transfer — applies lessons learned from one administrative context, such as payroll record errors, to improve processes in a related area such as shipping documentation 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. Growth culture leadership — normalizes continuous learning across the administrative team by publicly acknowledging own development areas and celebrating staff skill progression Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Organizational learning contribution — synthesizes insights from recurring administrative challenges into training materials or procedural updates that build institutional knowledge 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.
9Mindfulness8 statements
Emerging
  1. Attention management — maintains focus during repetitive data entry or filing tasks by using structured checklists to prevent attention drift and reduce errors Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Emotional awareness — recognizes personal stress responses during high-volume periods and applies brief self-regulation strategies before engaging with customers or colleagues Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Intentional communication — pauses to ensure complete understanding of a customer complaint or supervisor instruction before formulating a response 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. Distraction management — establishes personal workspace routines that minimize interruptions during complex record review or report preparation tasks Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Regulated escalation handling — manages emotional neutrality during difficult customer complaint interactions, maintaining professionalism regardless of customer 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.
  2. Present-moment task focus — allocates full cognitive attention to verification of payroll or production records, reducing transcription and calculation 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.
Exceeding
  1. Mindful leadership practice — models and explicitly teaches attentional regulation and emotional management techniques to administrative staff facing high-pressure workloads Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Organizational mindfulness integration — advocates for and implements structured practices such as brief pre-shift check-ins that improve team focus, communication quality, and error rates across the administrative unit Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
10Fortitude8 statements
Emerging
  1. Complaint tolerance — engages with frustrated customers calmly and persistently without withdrawing from the interaction prematurely 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 persistence — continues working through an administrative backlog despite time pressure, maintaining accuracy rather than sacrificing quality for speed Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Ambiguity endurance — continues progressing on administrative tasks when full procedural guidance is unavailable, using best judgment and documenting decisions for supervisor review Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Workload resilience — sustains consistent output quality during peak periods such as end-of-month reporting cycles without requiring additional oversight Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Escalation courage — addresses difficult employee performance or customer service failures directly rather than avoiding necessary but uncomfortable conversations 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. Sustained uncertainty navigation — maintains administrative operations effectively during organizational transitions such as system migrations or departmental restructuring Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Adversity leadership — stabilizes the administrative team's performance and morale during periods of high organizational stress such as rapid headcount changes or system failures Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Courageous advocacy — raises systemic concerns about procedural gaps or compliance risks to senior leadership even when doing so challenges established norms 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.
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Source anchors that ground each statement

Related titles
Accuracy Expert · Acreage Reporter · Addresser · Admissions Coordinator · Advertising Assistant · Aircraft Log Clerk · Apartment Locator · Attendant · Auction Assistant · Automobile Contract Clerk · Bank Clerk · Bank Vault Attendant
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.