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TITLE: First-Line Supervisors, Customer Service

DEFINITION: Supervise and coordinate activities of workers involved in providing customer service.

  • TASKS
  • KNOWLEDGE
  • SKILLS
  • ABILITIES
  • WORK ACTIVITIES
  • WORK CONTEXT
  • INTERESTS
  • WORK VALUES
  • CROSSWALKS


    TASKS:

    1. Supervises and coordinates activities of workers engaged in customer service activities.

    2. Plans, prepares, and devises work schedules, according to budgets and workloads.

    3. Observes and evaluates workers' performance.

    4. Issues instructions and assigns duties to workers.

    5. Trains and instructs employees.

    6. Hires and discharges workers.

    7. Communicates with other departments and management to resolve problems and expedite work.

    8. Interprets and communicates work procedures and company policies to staff.

    9. Helps workers in resolving problems and completing work.

    10. Resolves complaints and answers questions of customers regarding services and procedures.

    11. Reviews and checks work of subordinates such as reports, records, and applications for accuracy and content, and corrects errors.

    12. Prepares, maintains, and submits reports and records, such as budgets and operational and personnel reports.

    13. Makes recommendations to management concerning staff and improvement of procedures.

    14. Plans and develops improved procedures.

    15. Requisitions or purchases supplies.

    KNOWLEDGE:
    Knowledge elements are ranked by importance.

    96 Administration and Management
    Knowledge of principles and processes involved in business and organizational planning, coordination, and execution. This includes strategic planning, resource allocation, manpower modeling, leadership techniques, and production methods

    88 Customer and Personal Service
    Knowledge of principles and processes for providing customer and personal services including needs assessment techniques, quality service standards, alternative delivery systems, and customer satisfaction evaluation techniques

    67 Personnel and Human Resources
    Knowledge of policies and practices involved in personnel/human resource functions. This includes recruitment, selection, training, and promotion regulations and procedures; compensation and benefits packages; labor relations and negotiation strategies; and personnel information systems

    67 Clerical
    Knowledge of administrative and clerical procedures and systems such as word processing systems, filing and records management systems, stenography and transcription, forms design principles, and other office procedures and terminology

    63 English Language
    Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar

    63 Education and Training
    Knowledge of instructional methods and training techniques including curriculum design principles, learning theory, group and individual teaching techniques, design of individual development plans, and test design principles

    54 Economics and Accounting
    Knowledge of economic and accounting principles and practices, the financial markets, banking, and the analysis and reporting of financial data

    54 Mathematics
    Knowledge of numbers, their operations, and interrelationships including arithmetic, algebra, geometry, calculus, statistics, and their applications

    42 Psychology
    Knowledge of human behavior and performance, mental processes, psychological research methods, and the assessment and treatment of behavioral and affective disorders

    33 Computers and Electronics
    Knowledge of electric circuit boards, processors, chips, and computer hardware and software, including applications and programming

    33 Communications and Media
    Knowledge of media production, communication, and dissemination techniques and methods including alternative ways to inform and entertain via written, oral, and visual media

    29 Telecommunications
    Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems

    25 Sales and Marketing
    Knowledge of principles and methods involved in showing, promoting, and selling products or services. This includes marketing strategies and tactics, product demonstration and sales techniques, and sales control systems

    25 Sociology and Anthropology
    Knowledge of group behavior and dynamics, societal trends and influences, cultures, their history, migrations, ethnicity, and origins

    25 Law, Government and Jurisprudence
    Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process

    21 Therapy and Counseling
    Knowledge of information and techniques needed to rehabilitate physical and mental ailments and to provide career guidance including alternative treatments, rehabilitation equipment and its proper use, and methods to evaluate treatment effects

    17 Public Safety and Security
    Knowledge of weaponry, public safety, and security operations, rules, regulations, precautions, prevention, and the protection of people, data, and property

    13 Mechanical
    Knowledge of machines and tools, including their designs, uses, benefits, repair, and maintenance

    8 Philosophy and Theology
    Knowledge of different philosophical systems and religions, including their basic principles, values, ethics, ways of thinking, customs, and practices, and their impact on human culture

    8 Production and Processing
    Knowledge of inputs, outputs, raw materials, waste, quality control, costs, and techniques for maximizing the manufacture and distribution of goods

    8 Transportation
    Knowledge of principles and methods for moving people or goods by air, rail, sea, or road, including their relative costs, advantages, and limitations

    4 Medicine and Dentistry
    Knowledge of the information and techniques needed to diagnose and treat injuries, diseases, and deformities. This includes symptoms, treatment alternatives, drug properties and interactions, and preventive health-care measures

    4 Geography
    Knowledge of various methods for describing the location and distribution of land, sea, and air masses including their physical locations, relationships, and characteristics

    SKILLS:
    Skills elements are ranked by importance.

    88 Management of Personnel Resources
    Motivating, developing, and directing people as they work, identifying the best people for the job

    88 Speaking
    Talking to others to effectively convey information

    83 Coordination
    Adjusting actions in relation to others' actions

    79 Critical Thinking
    Using logic and analysis to identify the strengths and weaknesses of different approaches

    79 Time Management
    Managing one's own time and the time of others

    79 Active Listening
    Listening to what other people are saying and asking questions as appropriate

    75 Problem Identification
    Identifying the nature of problems

    75 Service Orientation
    Actively looking for ways to help people

    71 Reading Comprehension
    Understanding written sentences and paragraphs in work related documents

    71 Writing
    Communicating effectively with others in writing as indicated by the needs of the audience

    71 Implementation Planning
    Developing approaches for implementing an idea

    71 Social Perceptiveness
    Being aware of others' reactions and understanding why they react the way they do

    63 Judgment and Decision Making
    Weighing the relative costs and benefits of a potential action

    63 Monitoring
    Assessing how well one is doing when learning or doing something

    58 Learning Strategies
    Using multiple approaches when learning or teaching new things

    54 Information Gathering
    Knowing how to find information and identifying essential information

    54 Management of Financial Resources
    Determining how money will be spent to get the work done, and accounting for these expenditures

    54 Idea Generation
    Generating a number of different approaches to problems

    54 Solution Appraisal
    Observing and evaluating the outcomes of a problem solution to identify lessons learned or redirect efforts

    54 Identification of Key Causes
    Identifying the things that must be changed to achieve a goal

    50 Idea Evaluation
    Evaluating the likely success of an idea in relation to the demands of the situation

    50 Systems Perception
    Determining when important changes have occurred in a system or are likely to occur

    46 Instructing
    Teaching others how to do something

    46 Identifying Downstream Consequences
    Determining the long-term outcomes of a change in operations

    46 Systems Evaluation
    Looking at many indicators of system performance, taking into account their accuracy

    42 Mathematics
    Using mathematics to solve problems

    42 Visioning
    Developing an image of how a system should work under ideal conditions

    42 Management of Material Resources
    Obtaining and seeing to the appropriate use of equipment, facilities, and materials needed to do certain work

    38 Product Inspection
    Inspecting and evaluating the quality of products

    38 Persuasion
    Persuading others to approach things differently

    38 Active Learning
    Working with new material or information to grasp its implications

    33 Operations Analysis
    Analyzing needs and product requirements to create a design

    33 Negotiation
    Bringing others together and trying to reconcile differences

    29 Synthesis/Reorganization
    Reorganizing information to get a better approach to problems or tasks

    29 Information Organization
    Finding ways to structure or classify multiple pieces of information

    8 Operation and Control
    Controlling operations of equipment or systems

    8 Equipment Selection
    Determining the kind of tools and equipment needed to do a job

    8 Technology Design
    Generating or adapting equipment and technology to serve user needs

    4 Equipment Maintenance
    Performing routine maintenance and determining when and what kind of maintenance is needed

    4 Troubleshooting
    Determining what is causing an operating error and deciding what to do about it .

    ABILITIES:
    Abilities elements are ranked by importance.

    96 Oral Expression
    The ability to communicate information and ideas in speaking so others will understand

    88 Oral Comprehension
    The ability to listen to and understand information and ideas presented through spoken words and sentences

    83 Near Vision
    The ability to see details of objects at a close range (within a few feet of the observer)

    79 Written Comprehension
    The ability to read and understand information and ideas presented in writing

    79 Written Expression
    The ability to communicate information and ideas in writing so others will understand

    75 Speech Clarity
    The ability to speak clearly so that it is understandable to a listener

    71 Number Facility
    The ability to add, subtract, multiply, or divide quickly and correctly

    67 Mathematical Reasoning
    The ability to understand and organize a problem and then to select a mathematical method or formula to solve the problem

    67 Speech Recognition
    The ability to identify and understand the speech of another person

    67 Problem Sensitivity
    The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

    58 Fluency of Ideas
    The ability to come up with a number of ideas about a given topic. It concerns the number of ideas produced and not the quality, correctness, or creativity of the ideas.

    54 Memorization
    The ability to remember information such as words, numbers, pictures, and procedures

    54 Inductive Reasoning
    The ability to combine separate pieces of information, or specific answers to problems, to form general rules or conclusions. It includes coming up with a logical explanation for why a series of seemingly unrelated events occur together.

    54 Information Ordering
    The ability to correctly follow a given rule or set of rules in order to arrange things or actions in a certain order. The things or actions can include numbers, letters, words, pictures, procedures, sentences, and mathematical or logical operations.

    54 Time Sharing
    The ability to efficiently shift back and forth between two or more activities or sources of information (such as speech, sounds, touch, or other sources)

    54 Selective Attention
    The ability to concentrate and not be distracted while performing a task over a period of time

    50 Deductive Reasoning
    The ability to apply general rules to specific problems to come up with logical answers. It involves deciding if an answer makes sense.

    50 Originality
    The ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem

    50 Auditory Attention
    The ability to focus on a single source of auditory (hearing) information in the presence of other distracting sounds

    46 Perceptual Speed
    The ability to quickly and accurately compare letters, numbers, objects, pictures, or patterns. The things to be compared may be presented at the same time or one after the other. This ability also includes comparing a presented object with a remembered object

    42 Finger Dexterity
    The ability to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble very small objects

    42 Wrist-Finger Speed
    The ability to make fast, simple, repeated movements of the fingers, hands, and wrists

    42 Speed of Closure
    The ability to quickly make sense of information that seems to be without meaning or organization. It involves quickly combining and organizing different pieces of information into a meaningful pattern

    42 Trunk Strength
    The ability to use one's abdominal and lower back muscles to support part of the body repeatedly or continuously over time without "giving out" or fatiguing

    42 Flexibility of Closure
    The ability to identify or detect a known pattern (a figure, object, word, or sound) that is hidden in other distracting material

    38 Manual Dexterity
    The ability to quickly make coordinated movements of one hand, a hand together with its arm, or two hands to grasp, manipulate, or assemble objects

    33 Arm-Hand Steadiness
    The ability to keep the hand and arm steady while making an arm movement or while holding the arm and hand in one position

    33 Category Flexibility
    The ability to produce many rules so that each rule tells how to group (or combine) a set of things in a different way.

    29 Extent Flexibility
    The ability to bend, stretch, twist, or reach out with the body, arms, and/or legs

    29 Spatial Orientation
    The ability to know one's location in relation to the environment, or to know where other objects are in relation to one's self

    25 Response Orientation
    The ability to choose quickly and correctly between two or more movements in response to two or more signals (lights, sounds, pictures, etc.). It includes the speed with which the correct response is started with the hand, foot, or other body parts

    25 Sound Localization
    The ability to tell the direction from which a sound originated

    25 Multilimb Coordination
    The ability to coordinate movements of two or more limbs together (for example, two arms, two legs, or one leg and one arm) while sitting, standing, or lying down. It does not involve performing the activities while the body is in motion

    21 Visualization
    The ability to imagine how something will look after it is moved around or when its parts are moved or rearranged

    21 Peripheral Vision
    The ability to see objects or movement of objects to one's side when the eyes are focused forward

    17 Static Strength
    The ability to exert maximum muscle force to lift, push, pull, or carry objects

    17 Hearing Sensitivity
    The ability to detect or tell the difference between sounds that vary over broad ranges of pitch and loudness

    17 Control Precision
    The ability to quickly and repeatedly make precise adjustments in moving the controls of a machine or vehicle to exact positions

    13 Visual Color Discrimination
    The ability to match or detect differences between colors, including shades of color and brightness

    8 Reaction Time
    The ability to quickly respond (with the hand, finger, or foot) to one signal (sound, light, picture, etc.) when it appears

    8 Speed of Limb Movement
    The ability to quickly move the arms or legs

    8 Far Vision
    The ability to see details at a distance

    4 Dynamic Flexibility
    The ability to quickly and repeatedly bend, stretch, twist, or reach out with the body, arms, and/or legs

    4 Glare Sensitivity
    The ability to see objects in the presence of glare or bright lighting

    4 Depth Perception
    The ability to judge which of several objects is closer or farther away from the observer, or to judge the distance between an object and the observer

    4 Gross Body Coordination
    The ability to coordinate the movement of the arms, legs, and torso together in activities where the whole body is in motion

    4 Stamina
    The ability to exert one's self physically over long periods of time without getting winded or out of breath

    4 Rate Control
    The ability to time the adjustments of a movement or equipment control in anticipation of changes in the speed and/or direction of a continuously moving object or scene

    WORK ACTIVITIES:
    Work activities elements are ranked by importance.

    96 Staffing Organizational Units
    Recruiting, interviewing, selecting, hiring, and promoting persons for the organization.

    92 Guiding, Directing and Motivating Subordinates
    Providing guidance and direction to subordinates, including setting performance standards and monitoring subordinates.

    88 Establishing and Maintaining Relationships
    Developing constructive and cooperative working relationships with others.

    88 Communicating With Other Workers
    Providing information to supervisors, fellow workers, and subordinates. This information can be exchanged face-to-face, in writing, or via telephone/electronic transfer.

    79 Scheduling Work and Activities
    Scheduling events, programs, activities, as well as the work of others.

    79 Resolving Conflict or Negotiating with Others
    Handling complaints, arbitrating disputes, and resolving grievances, or otherwise negotiating with others.

    79 Documenting or Recording Information
    Entering, transcribing, recording, storing, or maintaining information in either written form or by electronic/magnetic recording.

    75 Performing Administrative Activities
    Approving requests, handling paperwork, and performing day-to-day administrative tasks.

    75 Coaching and Developing Others
    Identifying developmental needs of others and coaching or otherwise helping others to improve their knowledge or skills.

    75 Getting Information Needed to Do the Job
    Observing, receiving, and otherwise obtaining information from all relevant sources.

    75 Coordinating Work and Activities of Others
    Coordinating members of a work group to accomplish tasks.

    71 Teaching Others
    Identifying educational needs, developing formal training programs or classes, and teaching or instructing others.

    71 Making Decisions and Solving Problems
    Combining, evaluating, and reasoning with information and data to make decisions and solve problems. These processes involve making decisions about the relative importance of information and choosing the best solution.

    71 Analyzing Data or Information
    Identifying underlying principles, reasons, or facts by breaking down information or data into separate parts.

    71 Organizing, Planning, and Prioritizing
    Developing plans to accomplish work, and prioritizing and organizing one's own work.

    67 Processing Information
    Compiling, coding, categorizing, calculating, tabulating, auditing, verifying, or processing information or data.

    67 Monitoring and Controlling Resources
    Monitoring and controlling resources and overseeing the spending of money.

    67 Judging Qualities of Things, Services, or People
    Making judgments about or assessing the value, importance, or quality of things or people.

    67 Developing and Building Teams
    Encouraging and building mutual trust, respect, and cooperation among team members.

    67 Providing Consultation and Advice to Others
    Providing consultation and expert advice to management or other groups on technical, systems-related, or process related topics.

    63 Interpreting Meaning of Information to Others
    Translating or explaining what information means and how it can be understood or used to support responses or feedback to others.

    63 Implementing Ideas or Programs
    Conducting or carrying out work procedures and activities in accord with one's own ideas or information provided through directions/instructions for purposes of installing, modifying, preparing, delivering, constructing, integrating, finishing, or completing programs, systems, structures, or products.

    63 Performing For or Working With Public
    Performing for people or dealing directly with the public, including serving persons in restaurants and stores, and receiving clients or guests.

    63 Updating and Using Job-Relevant Knowledge
    Keeping up-to-date technically and knowing one's own jobs' and related jobs' functions.

    63 Developing Objectives and Strategies
    Establishing long range objectives and specifying the strategies and actions to achieve these objectives.

    63 Communicating With Persons Outside Organization
    Communicating with persons outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged face-to-face, in writing, or via telephone/electronic transfer.

    58 Monitor Processes, Material, or Surroundings
    Monitoring and reviewing information from materials, events, or the environment, often to detect problems or to find out when things are finished.

    58 Estimating Needed Characteristics
    Estimating the Characteristics of Materials, Products, Events, or Information: Estimating sizes, distances, and quantities, or determining time, costs, resources, or materials needed to perform a work activity.

    58 Identifying Objects, Actions, and Events
    Identifying information received by making estimates or categorizations, recognizing differences or similarities, or sensing changes in circumstances or events.

    50 Evaluating Information Against Standards
    Evaluating information against a set of standards and verifying that it is correct.

    46 Handling and Moving Objects
    Using one's own hands and arms in handling, installing, forming, positioning, and moving materials, or in manipulating things, including the use of keyboards.

    46 Interacting With Computers
    Controlling computer functions by using programs, setting up functions, writing software, or otherwise communicating with computer systems.

    42 Performing General Physical Activities
    Performing physical activities that require moving one's whole body, such as in climbing, lifting, balancing, walking, stooping, where the activities often also require considerable use of the arms and legs, such as in the physical handling of materials.

    42 Thinking Creatively
    Originating, inventing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.

    29 Assisting and Caring for Others
    Providing assistance or personal care to others.

    29 Selling or Influencing Others
    Convincing others to buy merchandise/goods, or otherwise changing their minds or actions.

    8 Inspecting Equipment, Structures, or Material
    Inspecting or diagnosing equipment, structures, or materials to identify the causes of errors or other problems or defects.

    4 Repairing and Maintaining Electrical Equipment
    Fixing, servicing, adjusting, regulating, calibrating, fine-tuning, or testing machines, devices, and equipment that operate primarily on the basis of electrical or electronic (not mechanical) principles.

    WORK CONTEXT:
    Work context elements are ranked by frequency (F), importance (I), responsibility (R), amount of contact (C), how serious (S), objective vs. subjective (O), automation (A), extent of frustration (E), responsible for health and safety (H), likelihood of injury (L), degree of injury (D) .

    96 (F) Indoors
    How frequently does this job require the worker to work: Indoors

    83 (I) Supervise, Coach, Train Others
    How important are interactions requiring the worker to: Supervise, coach, train, or develop other employees?

    80 (I) Deal With External Customers
    How important are interactions requiring the worker to: Deal with external customers (e.g., retail sales) or the public in general (e.g., police work)?

    78 (C) Job-Required Social Interaction
    How much does this job require the worker to be in contact (face-to-face, by telephone, or otherwise) with others in order to perform it?

    77 (I) Provide a Service to Others
    How important are interactions requiring the worker to: Provide a service to others (e.g., customers)?

    73 (I) Importance of Being Sure All Is Done
    How important is it to be sure that all the details of this job are performed and everything is done completely?

    71 (R) Responsibility for Outcomes and Results
    How responsible is the worker for work outcomes and results of other workers?

    67 (F) Sitting
    How much time in a usual work period does the worker spend: Sitting?

    63 (I) Coordinate or Lead Others
    How important are interactions requiring the worker to: Coordinate or lead others in accomplishing work activities (not supervision)?

    63 (I) Importance of Being Exact or Accurate
    How important is being very exact or highly accurate in performing this job?

    54 (F) Standing
    How much time in a usual work period does the worker spend: Standing?

    54 (F) Walking or Running
    How much time in a usual work period does the worker spend: Walking or running?

    54 (F) Frequency in Conflict Situations
    How frequently do the job requirements place the worker in conflict situations?

    46 (F) Deal With Unpleasant or Angry People
    How frequently does the worker have to deal with unpleasant, angry, or discourteous individuals as part of the job requirements?

    44 (E) Frustrating Circumstances
    To what extent do frustrating circumstances ("road blocks" to work that are beyond the worker's control) hinder the accomplishment of this job?

    43 (I) Importance of Being Aware of New Events
    How important is being constantly aware of either frequently changing events (e.g. security guard watching for shoplifters) or infrequent events (e.g. radar operator watching for tornadoes) to performing this job?

    42 (O) Objective or Subjective Information
    How objective or subjective is the information communicated in this job?

    42 (S) Consequence of Error
    How serious would the result usually be if the worker made a mistake that was not readily correctable?

    40 (I) Persuade Someone to a Course of Action
    How important are interactions requiring the worker to: Persuade someone to a course of action (informally) or influence others to buy something (to sell)?

    40 (I) Take a Position Opposed to Others
    How important are interactions requiring the worker to: Take a position opposed to coworkers or others?

    36 (H) Responsible for Health and Safety of Others
    How responsible is the worker for others' health and safety on this job?

    36 (A) Degree of Automation
    Indicate the level of automation of this job.

    27 (I) Importance of Repeating Same Tasks
    How important is repeating the same physical activities (e.g., key entry) or mental activities (e.g., checking entries in a ledger) over and over, without stopping, to performing this job?

    25 (F) Using Hands on Objects, Tools, Controls
    How much time in a usual work period does the worker spend: Using hands to handle, control, or feel objects, tools or controls?

    25 (F) Making Repetitive Motions
    How much time in a usual work period does the worker spend: Making repetitive motions?

    21 (F) Sounds or Noise Levels Are Distracting
    How often during a usual work period is the worker exposed to the following conditions: Sounds and noise levels that are distracting and uncomfortable?

    17 (F) Outdoors
    How frequently does this job require the worker to work: Outdoors

    17 (F) Bending or Twisting the Body
    How much time in a usual work period does the worker spend: Bending or twisting the body?

    17 (F) Special Uniform
    How often does the worker wear: A special uniform, such as that of a commercial pilot, nurse, police officer, or military personnel?

    17 (F) Contaminants
    How often during a usual work period is the worker exposed to the following conditions: Contaminants (pollutants, gases, dust, odors, etc.)?

    17 (I) Pace Determined by Speed of Equipment
    How important is it to this job that the pace is determined by the speed of equipment or machinery? (This does not refer to keeping busy at all times on this job.)

    17 (F) Kneeling, Crouching or Crawling
    How much time in a usual work period does the worker spend: Kneeling, stooping, crouching or crawling?

    13 (F) Extremely Bright or Inadequate Lighting
    How often during a usual work period is the worker exposed to the following conditions: Extremely bright or inadequate lighting conditions?

    8 (F) Deal With Physically Aggressive People
    How frequently does this job require the worker to deal with physical aggression of violent individuals?

    8 (F) Very Hot
    How often during a usual work period is the worker exposed to the following conditions: Very hot (above 90 F) or very cold (under 32 F) temperatures?

    8 (F) Hazardous Situations
    How often does this job require the worker to be exposed to harardous situations? Hazardous Situations involving likely cuts, bites, stings, or minor burns

    8 (F) Common Protective or Safety Attire
    How often does the worker wear: Common protective or safety attire, such as safety shoes, glasses, gloves, hearing protection, hard-hat, or personal flotation device?

    7 (D) Hazardous Situations
    If injury, due to exposure to hazardous situations, were to occur while performing this job, how serious would be the likely outcome? Hazardous Situations involving likely cuts, bites, stings, or minor burns

    5 (L) Hazardous Situations
    What is the likelihood that the worker would be injured as a result of being exposed to hazardous situations while performing this job? Hazardous Situations involving likely cuts, bites, stings, or minor burns

    4 (F) Hazardous Equipment
    How often does this job require the worker to be exposed to harardous equipment? Hazardous Equipment (e.g., saws, machinery/mechanical parts include exposure to vehicular traffic, but not driving a vehicle)

    4 (F) Hazardous Conditions
    How often does this job require the worker to be exposed to hazardous conditions? Hazardous Conditions (e.g., high voltage electricity, combustibles, explosives, chemicals; do not include hazardous equipment or situations)

    4 (F) Keeping or Regaining Balance
    How much time in a usual work period does the worker spend: Keeping or regaining balance?

    4 (F) Cramped Work Space, Awkward Positions
    How often during a usual work period is the worker exposed to the following conditions: Cramped work space that requires getting into awkward positions?

    4 (F) Specialized Protective or Safety Attire
    How often does the worker wear: Specialized protective or safety attire, such as breathing apparatus, safety harness, full protection suit, or radiation protection?

    2 (L) Hazardous Conditions
    What is the likelihood that the worker would be injured as a result of being exposed to hazardous conditions while performing this job? Hazardous Conditions (e.g., high voltage electricity, combustibles, explosives, chemicals; do not include hazardous equipment or situations)

    2 (L) Hazardous Equipment
    What is the likelihood that the worker would be injured as a result of being exposed to hazardous equipment while performing this job? Hazardous Equipment (e.g., saws, machinery/mechanical parts include exposure to vehicular traffic, but not driving a vehicle)

    INTERESTS:
    Interest elements are ranked by occupational interest.

    94 Enterprising
    Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.

    61 Conventional
    Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.

    61 Social
    Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.

    33 Realistic
    Realistic occupations frequently involve work activities that include practical, hands-on problems and solutions. They often deal with plants, animals, and real-world materials like wood, tools, and machinery. Many of the occupations require working outside, and do not involve a lot of paperwork or working closely with others.

    28 Artistic
    Artistic occupations frequently involve working with forms, designs and patterns. They often require self-expression and the work can be done without following a clear set of rules.

    22 Investigative
    Investigative occupations frequently involve working with ideas, and require an extensive amount of thinking. These occupations can involve searching for facts and figuring out problems mentally.

    WORK VALUES:
    Work values elements are ranked by extent.

    74 Independence-Mean Extent
    Occupations that satisfy this work value allow employs to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.

    69 Achievement-Mean Extent
    Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.

    66 Recognition-Mean Extent
    Occupations that satisfy this work value offer advancement, potential for leadership, and are often considered prestigious. Corresponding needs are Advancement, Authority, Recognition and Social Status.

    64 Relationships-Mean Extent
    Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.

    64 Working Conditions-Mean Extent
    Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.

    61 Support-Mean Extent
    Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.

    81 Autonomy
    Workers on this job plan their work with little supervision

    81 Authority
    Workers on this job give directions and instructions to others

    78 Activity
    Workers on this job are busy all the time

    75 Working Conditions
    Workers on this job have good working conditions

    72 Responsibility
    Workers on this job make decisions on their own

    72 Achievement
    Workers on this job get a feeling of accomplishment

    69 Creativity
    Workers on this job try out their own ideas

    69 Security
    Workers on this job have steady employment

    66 Ability Utilization
    Workers on this job make use of their individual abilities

    66 Co-workers
    Workers on this job have co-workers who are easy to get along with

    66 Compensation
    Workers on this job are paid well in comparison with other workers

    66 Company Policies and Practices
    Workers on this job are treated fairly by the company

    66 Variety
    Workers on this job have something different to do every day

    63 Moral Values
    Workers on this job are never pressured to do things that go against their sense of right and wrong

    63 Social Status
    Workers on this job are looked up to by others in their company and their community

    63 Advancement
    Workers on this job have opportunities for advancement

    63 Supervision, Technical
    Workers on this job have supervisors who train their workers well

    63 Social Service
    Workers on this job have work where they do things for other people

    59 Recognition
    Workers on this job receive recognition for the work they do

    56 Supervision, Human Relations
    Workers on this job have supervisors who back up their workers with management

    28 Independence
    Workers on this job do their work alone

    CROSSWALKS:
    DOT91 (Dictionary of Occupational Titles): 959137014 Dispatcher, Service, Chief
    910137010 Baggage-and-Mail Agent
    959137022 Supervisor, Home-Energy Consultant
    910137038 Station Agent I
    939137010 Chief Dispatcher
    209137014 Meter Reader, Chief
    209132014 Technical Coordinator
    249137034 Supervisor, Lending Activities
    249167010 Automobile-Club-Safety-Program Coordinator
    249137022 Supervisor, Customer Records Division
    249137018 Supervisor, Correspondence Section
    249137014 Supervisor, Contact and Service Clerks
    216137014 Transfer Clerk, Head
    249137010 Office Supervisor, Animal Hospital
    379132010 Supervisor, Telecommunicator
    248137018 Supervisor, Customer Services
    375137038 Complaint Evaluation Supervisor
    249137026 Supervisor, Order Takers
    239137014 Customer Service Representative Supervisor
    211132010 Teller, Head
    211137010 Supervisor, Cashiers
    238137014 Senior Reservations Agent
    211137014 Supervisor, Food Checkers and Cashiers
    238137018 Supervisor, Gate Services
    238137022 Supervisor, Ticket Sales
    247137014 Supervisor, Classified Advertising
    211137022 Supervisor, Tellers
    247137010 Supervisor, Advertising-Dispatch Clerks
    241137010 Supervisor, Credit and Loan Collections
    241137014 Supervisor, Customer-Complaint Service
    241137018 Supervisor, Claims
    205162010 Admitting Officer
    205137014 Supervisor, Survey Workers
    238137010 Manager, Reservations
    237137014 Supervisor, Travel-Information Center
    295137010 Supervisor, Safety Deposit
    237137010 Supervisor, Telephone Information
    230137018 Supervisor, Mail Carriers
    214137010 Documentation Supervisor
    214137014 Supervisor, Statement Clerks
    214137022 Supervisor, Accounts Receivable
    235132010 Central-Office-Operator Supervisor
    222137026 Petroleum-Inspector Supervisor
    168167058 Manager, Customer Service
    222137014 Linen-Room Supervisor

    AIM97 (Apprenticeship Information Management): No crosswalks

    CEN90 (1990 Census Occupations): 305 Supervisors, Financial Records Processing
    628 Supervisors, Production Occupations
    307 Supervisors, Distribution, Scheduling and Adjusting Clerks
    306 Chief Communications Operators
    303 Supervisors, General Office

    CIP90 (Classification of Instructional Programs): 081105 Travel Services Marketing Operations
    081104 Tourism Promotion Operations
    120504 Food and Beverage/Restaurant Operations Manager
    520205 Operations Management and Supervision
    430103 Criminal Justice/Law Enforcement Administration
    520204 Office Supervision and Management
    520203 Logistics and Materials Management
    510704 Health Unit Manager/Ward Supervisor
    080709 General Distribution Operations
    520201 Business Administration and Management, General
    520902 Hotel/Motel and Restaurant Management
    520903 Travel-Tourism Management

    GOE93 (Guide for Occupational Exploration): 070402 Oral Communications: Order, Complaint, and Claims Handling
    070503 Records Processing: Record Preparation and Maintenance
    070401 Oral Communications: Interviewing
    070504 Records Processing: Routing and Distribution
    070502 Records Processing: Record Verification and Proofing
    070202 Mathematical Detail: Accounting
    070501 Records Processing: Coordinating and Scheduling
    070406 Oral Communications: Switchboard Services
    070104 Administrative Detail: Financial Work
    050901 Material Control: Shipping, Receiving, and Stock Checking
    070404 Oral Communications: Reception and Information Giving
    051201 Elemental Work: Mechanical: Supervision
    070405 Oral Communications: Information Transmitting and Receiving
    070102 Administrative Detail: Administration
    070204 Mathematical Detail: Billing and Rate Computation
    070301 Financial Detail: Paying and Receiving
    050705 Quality Control: Petroleum
    090504 Attendant Services: Doorkeeping Services
    111201 Contracts and Claims: Claims and Settlement

    MOC97 (Military Occupational Codes): FE Commercial Vessel Safety-License & Seaman Doc. Exam.
    FG Commercial Vessel Safety-License & Document Evaluator
    4A071 Health Services Management
    71G Patient Administration Specialist
    2T071 Traffic Management
    88N Transportation Management Coordinator
    2T271 Air Transportation
    2512 Field Wireman
    IC Interior Communications Electricians

    OES98 (Occupational Employment Statistics): 51002 First-Line Supervisors and Managers/Supervisors - Clerical and Adminis

    OPM97 (Office of Personnel Management Occupations): 0679 Medical Clerk
    2131 Freight Rate
    0997 Civil Service Retirement Claims Examining
    0996 Veterans Claims Examining
    6914 Store Working
    0313 Work Unit Supervising
    0501 Financial Administration and Program
    2132 Travel
    2134 Shipment Clerical and Assistance
    2133 Passenger Rate
    0344 Management and Program Clerical and Assistance

    SOC98 (Standard Occupational Classification): 43-1011 First-Line Supervisors/Managers of Office and Administrative Support Workers


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