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Competencies for Clerical/admin. staff


I have lots of examples for management competencies, but I have not found many organisations who have them for staff do not have a responsibility for managing staff. The staff are also new to competencies, therefore I would be looking for a simple, effective system that staff could easily follow and understand.
Ceri-Anne Bailey

11 Responses

  1. NVQ’s might do it
    Have you looked at NVQ admin standards? Ideally, the NVQ would cover a wide range of competences in an administration situation, but if you wanted to design your own in house training, you could always use the standards as a guide. Your local LSC should be able to advise you on where you can access a copy of the standards, alternatively, contact City & Guilds or any other awarding body who will be able to point you in the right direction.
    Good luck.

  2. Clerical competencies
    There’s an annual publication with examples of employers’ competencies, including clerical and admin roles. The latest (Competency & Emotional Intelligence Benchmarking 2000/01) includes 64 named employers.

  3. use NVQ standards
    Lots of work has gone into producing the Admin. NVQ standards and there are levels to suit all grades. They take a bit of getting used to but staff can gain a national award if they complete them, but even without the award they are useful as competencies. Also look at Customer Service NVQs.

  4. Admin Clerical Competencies
    The Institute of Administration and Management may well be able to help. It is difficult finding admin competencies without an IT bent, but I have found local CoFE very helpful in past, you just need to phrase the question in the right manner!

  5. NVQ’s
    The new Administration Standards are very user friendly, and have a range of options to suit various job roles. The Customer Service Standards, may also suit if your staff deal with people ( internal and external)Try where these can be viewed on-line. OCR is just one of the Awarding Bodies offering these. Your staff will have the added bonus of knowing that they are working to a National Standard.

  6. Admin Competencies
    I have some personal competencies for admin staff. If you give me your address I will forward them to you.

  7. behavioural competencies
    It depends whether you are looking for activity/task based competencies (in which case NVQs might be useful) or behavioural competencies. I have a simple example of the latter, which if you send me your email address I can forward on to you.

  8. Clerical/Admin Certification
    Are you familiar with the International Association of Administrative Professionals organization? They have two certification programs, i.e., Certified Professional Secretary, and Certified Administrative Professional, that the support staff at Xerox Corporation has highly accepted. You can get more information about their program from the following website:


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