Administrative Assistant II

City of Takoma Park, MD Class Specification

CLASS TITLE: Administrative Assistant II
DATE: 02/2009
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Provides clerical and administrative assistance to supervisor and other department staff; assists internal and external department staff with various requests, inquiries or problems; serves as back up to other clerical staff as needed. Tasks include typing, filing, data entry, answering telephones, providing information to departmental staff and general public and operates various office equipment.


Customer Service

Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands all City services, maintains pleasant and professional image. Anticipates, monitors and meets the needs of internal and external customers and responds to them in an appropriate manner. Continually seeks to provide the highest quality service to all customers. Listens carefully when dealing with the public and communicates concern through tone of voice and by taking action to solve their problems in a timely manner. Complies with the City’s Customer Service Policy, including 24-hour response time for telephone calls and e-mails. Explains departmental and City issues to the public in a manner that demonstrates interest and concern for their problems. Listens well, diffuses conflict before it starts, finds causes of and solutions to problems, handles difficult people.


Communicates well both verbally and in writing when required, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills. Effectively conveys information and expresses thoughts and facts. Demonstrates effective use of listening skills and displays openness to other people’s ideas and thoughts. Keeps key employees informed regarding relevant information. Shares information with other members of the team to foster teamwork and to further attainment of the City’s goals. Written and oral information is presented in a manner that projects a positive and professional image of the City.

Reports problems, concerns, issues that should be corrected. Readily shares information and ensures that team members are kept informed and up-to-date. Establishes team and individual accountability for goals, objectives and outcomes. Intervenes as necessary to identify and resolve conflict among team members. Makes conscious and deliberate efforts to build team spirit and identity.

Job Knowledge

Understands duties and responsibilities, has necessary technical skills, understands the City’s mission/values, keeps job knowledge current. Demonstrates the appropriate level of proficiency in the principles and practices of one’s field or profession. Demonstrates a commitment to continuous improvement, including the understanding and application of technology where appropriate. Operates within the organization's formal and informal structures, builds allies and relationships across departments, uses allies to build consensus and create results, is appropriately diplomatic, understands others' roles and perspectives, can sell projects and ideas across the organization. Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs. Prioritizes well and reacts to opportunities. Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.



Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs.

Computer Skills

Skilled in the use of computers, adapts to new technology, keeps abreast of changes, learns new programs quickly, uses computers to improve productivity. Makes good use of web tools and on-line resources, can implement and manage web projects.


Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements.

Personal Organization

Keeps information organized and accessible, maintains clean/functional work space, works systematically/efficiently, manages time well.

Self Development

Seeks out and accepts feedback, is a proactive learner, takes on tough assignments to improve skills, keeps knowledge and skills up-to-date, turns mistakes into learning competencies.


Receives and greets all visitors including vendors, clients, job candidates, customers and other visitors having business with department; assists, provides instructions or directs to other departments if appropriate.

Provides telephone reception services to the general public and/or staff; assists callers or routes to appropriate staff. Provides information to the general public and answers questions.

Performs basic office and clerical duties such as making copies, sending and receiving faxes; distributing faxes to appropriate staff/department, and obtaining signatures on documents as needed.

Retrieves, opens, stamps, sorts, and distributes incoming, interoffice, and outgoing mail and packages including FedEx and UPS.

Enters various information into database(s) related to department functions or activities; updates database(s) as needed.

Organizes and maintains various filing systems and manuals.

Generates purchase orders, to include: preparing requisitions and invoices; requesting forms for vendors; coordinating orders; receiving and reconciling shipments with purchase orders; ordering and maintaining supplies; maintaining vendor files; coordinating equipment maintenance and repairs; and copying, sorting and/or filing information.

Prepares employee time sheets and time cards for payroll. Processes payroll and attendance records.

Coordinates and schedules appointments, meetings, or reservations at the request of staff; prepares the location, photocopies materials and prepares agendas.

Maintains inventory of department supplies.

Formats and types letters, memos, forms, labels, agendas, notices, reports, requests for proposals, news releases, contracts or other correspondence and proofs correspondence and related documents of staff.

Operates and performs routine maintenance of general office machines such as copiers, facsimile machines, and telephone systems.

Attends meetings as requested, prepares agendas, and takes minutes.

Performs accounting functions which may include: receiving payments, preparing invoices, completing timesheets, processing expense reports, managing petty cash, forwarding invoices to accounting for payment, reconciling bank statements and department accounts, preparing check requests.

Prepares complex, routine and non-routine reports; receives, sorts, and summarizes material for the preparation of reports; prepares work reports.

Completes special projects as assigned by supervisor in support of department goals.

May assist in preparing the department budget by typing forms, collating document; tracking budget accounts; processing invoices.

Serve as a Notary Public.

Process passport applications according to legal requirements.


May provide administrative support to other department staff.

May assist staff in learning computer software programs.

May coordinate the use of space in City facilities.

Performs other related duties as assigned.


  • Computer General
  • General Office Equipment


Education and Experience

High school diploma or equivalent; and,

Three to five years of progressively responsible administrative experience; or,

Any combination of education, training and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.

Licenses and Certifications

None Required

Valid Driver’s License desirable for some departments.


Knowledge of:

Record keeping, report preparation, filing methods and records management techniques.

Office administrative and secretarial practices and procedures, such as business letter writing and the operation of standard office equipment, including a computer.

Correct English usage, including spelling, grammar, punctuation, and vocabulary.

Basic budgetary principles and practices.

Principles and practices of basic accounting.

Department organization, standard operating guidelines and policies, rules, and regulations.

All computer applications and hardware related to performance of the essential functions of the job.

Skill in:

Preparing clear and concise reports, correspondence and other written materials.

Communicating orally and in writing with internal staff, clients, the general public, and other departmental staff in order to give and receive information in a courteous manner.

Operation and routine maintenance of general office machines such as copiers, facsimile machines (FAX), and telephone systems.

Using a computer to accurately and rapidly enter and retrieve data and information.

Operating and maintaining all assigned equipment required to perform the essential functions of the job.

Mental and Physical Abilities

Ability to establish and maintain effective working relationships with a variety of people.

Ability to read and comprehend instructions, routine correspondence and memos.

Ability to understand and carry out oral and written instructions.

While performing the essential functions of this job the employee is frequently required to stand; walk; sit; use hands to finger, handle, feel or keyboard; speak and hear; lift and/or move up to 20 pounds.

Working Conditions

Work is performed in a normal office environment with little exposure to outdoor temperatures or dirt and dust.

The incumbent's working conditions are typically moderately quiet.

file: Administrative Assistant II

This class specification should not be interpreted as all inclusive. It is intended to identify the essential functions and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this specification. Any essential function or requirement of this class will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.