Job Functions and Standards
A job function is what an employee is expected to do in his or her current position.
A standard is how and when an employee is expected to perform a job function.
Examples
Administrative Secretary
Job function 1:
Internal and external customer service and communication, including:
- answering department phones
- responding to department phone messages
- responding to e-mail inquiries
- assisting customers at the front desk
Standards:
- Identifies name and department upon answering the phone.
- Responds to phone messages the same day message received.
- Responds to e-mails within 24 hours.
- Provides accurate information or refers customers to another person who can provide accurate information.
- Maintains a positive tone of voice in all situations.
- Supervisor receives no complaints regarding employee’s customer service.
Job function 2:
Maintain department records, including:
- student advisement files
- employee files
- database related to class schedules
Standards:
Files student advisement paperwork and employee file paperwork within the same week received.
- Ensures that paperwork is accurate and that it is filed in the proper area.
- Updates the departmental database for class schedules the same week the information is received from the Dean.
- Ensures that files are secured and confidential.
Admissions Counselor
Job function 1:
Recruit at high schools in the southern Arizona region.
Standards:
- Make two visits per semester to each of the seven high schools in your oversight. Prepare follow up packets to be sent to all students contacted during those visits. Send monthly update to students indicating forms and items still to complete.
Job function 2:
Represent Northern Arizona University at college fairs in the southern Arizona region.
Standards:
Identify the college fairs that take place in your region and sign up to have a table or booth.
- Reserve a Northern Arizona University banner for the table
- Request Northern Arizona University giveaways, as determined by the department.
- Be knowledgeable about current programs, program changes, and specific resources and contacts to provide students with information regarding academic programs, housing, and student advisement services.