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CODE: 19999DBuy ONET/DOT: Download or CD-ROM

TITLE: Customer Service and Service Establishment Managers

DEFINITION: Plan, direct, and coordinate customer service activities within an establishment or manage a service-based establishment, such as a travel agency, health club, or laundry.

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


    TASKS:

    1. Directs worker activities in service establishments, such as travel agency, health club, or beauty salon, or in customer service departments.

    2. Plans and adjusts work schedule and assigns duties to meet customer demands.

    3. Coordinates sales promotion activities and sells services to clients.

    4. Communicates with customer to ascertain needs, advise on services, adjust complaints, or negotiate contracts.

    5. Keeps records of work hours, labor costs, expenditures, receipts, and materials used, to analyze and prepare operation reports or budget.

    6. Observes worker performance and reviews employees' work to ensure accuracy or quality of work.

    7. Interviews and hires personnel.

    8. Orients and trains new personnel in job duties, safety and health rules, company policies, and performance requirements.

    9. Confers with employees to give performance feedback, assist with providing services, and solve problems.

    10. Transfers or discharges employees according to work performance.

    11. Requisitions or purchases equipment or supplies to enable establishment to provide services.

    KNOWLEDGE:
    Knowledge elements are ranked by importance.

    83 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

    79 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

    79 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

    71 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

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

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

    46 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

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

    38 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 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

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

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

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

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

    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 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

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

    SKILLS:
    Skills elements are ranked by importance.

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

    85 Service Orientation
    Actively looking for ways to help people

    75 Speaking
    Talking to others to effectively convey information

    75 Problem Identification
    Identifying the nature of problems

    70 Instructing
    Teaching others how to do something

    65 Coordination
    Adjusting actions in relation to others' actions

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

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

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

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

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

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

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

    60 Idea Generation
    Generating a number of different approaches to problems

    55 Product Inspection
    Inspecting and evaluating the quality of products

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

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

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

    55 Implementation Planning
    Developing approaches for implementing an idea

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

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

    50 Negotiation
    Bringing others together and trying to reconcile differences

    50 Mathematics
    Using mathematics to solve problems

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

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

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

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

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

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

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

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

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

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

    40 Persuasion
    Persuading others to approach things differently

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

    25 Operation and Control
    Controlling operations of equipment or systems

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

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

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

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

    10 Science
    Using scientific methods to solve problems

    10 Operation Monitoring
    Watching gauges, dials, or other indicators to make sure a machine is working properly

    10 Repairing
    Repairing machines or systems using the needed tools

    10 Testing
    Conducting tests to determine whether equipment, software, or procedures are operating as expected

    5 Installation
    Installing equipment, machines, wiring, or programs to meet specifications

    5 Programming
    Writing computer programs for various purposes .

    ABILITIES:
    Abilities elements are ranked by importance.

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

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

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

    55 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)

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

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

    50 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.

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

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

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

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

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

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

    40 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.

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

    35 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.

    35 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

    35 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.

    30 Far Vision
    The ability to see details at a distance

    30 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

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

    25 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

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

    25 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

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

    25 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.

    20 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

    20 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.

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

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

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

    15 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

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

    15 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

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

    10 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

    10 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

    10 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

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

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

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

    5 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

    5 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

    5 Dynamic Strength
    The ability to exert muscle force repeatedly or continuously over time. This involves muscular endurance and resistance to muscle fatigue

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

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

    WORK ACTIVITIES:
    Work activities elements are ranked by importance.

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

    92 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.

    92 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.

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

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

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

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

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

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

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

    83 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.

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

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

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

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

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

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

    75 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.

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

    71 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.

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

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

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

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

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

    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.

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

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

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

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

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

    38 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.

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

    29 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.

    25 Controlling Machines and Processes
    Using either control mechanisms or direct physical activity to operate machines or processes (not including computers or vehicles).

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

    17 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.

    4 Drafting and Specifying Technical Devices
    Providing documentation, detailed instructions, drawings, or specifications to inform others about how devices, parts, equipment, or structures are to be fabricated, constructed, assembled, modified, maintained, or used.

    4 Repairing and Maintaining Mechanical Equipment
    Fixing, servicing, aligning, setting up, adjusting, and testing machines, devices, moving parts, and equipment that operate primarily on the basis of mechanical (not electronic) principles.

    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) .

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

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

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

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

    80 (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?

    76 (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)?

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

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

    64 (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?

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

    60 (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)?

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

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

    50 (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?

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

    43 (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?

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

    40 (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?

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

    30 (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?

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

    28 (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?

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

    24 (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?

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

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

    20 (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?

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

    15 (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?

    15 (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?

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

    10 (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?

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

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

    8 (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.)

    5 (F) High Places
    How often does this job require the worker to be exposed to high places? High Places (e.g., heights above 8 feet on ladders, poles, scaffolding, catwalks, etc.)

    5 (F) Diseases or Infections
    How often does this job require the worker to be exposed to diseases/infection? Diseases/Infections (e.g., patient care, some laboratory work, sanitation control, etc.)

    5 (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

    5 (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)

    5 (F) Climbing Ladders, Scaffolds, Poles, etc.
    How much time in a usual work period does the worker spend: Climbing ladders, scaffolds, poles, etc?

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

    5 (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?

    5 (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 (D) Hazardous Conditions
    If injury, due to exposure to hazardous conditions, were to occur while performing this job, how serious would be the likely outcome? Hazardous Conditions (e.g., high voltage electricity, combustibles, explosives, chemicals; do not include hazardous equipment or situations)

    4 (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

    4 (D) Hazardous Equipment
    If injury, due to exposure to hazardous equipment, were to occur while performing this job, how serious would be the likely outcome? Hazardous Equipment (e.g., saws, machinery/mechanical parts include exposure to vehicular traffic, but not driving a vehicle)

    4 (D) High Places
    If injury, due to exposure to high places, were to occur while performing this job, how serious would be the likely outcome? High Places (e.g., heights above 8 feet on ladders, poles, scaffolding, catwalks, etc.)

    4 (D) Diseases or Infections
    If injury, due to exposure to diseases/infection, were to occur while performing this job, how serious would be the likely outcome? Diseases/Infections (e.g., patient care, some laboratory work, sanitation control, etc.)

    3 (L) Diseases or Infections
    What is the likelihood that the worker would be injured as a result of being exposed to diseases/infections while performing this job? Diseases/Infections (e.g., patient care, some laboratory work, sanitation control, etc.)

    3 (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)

    3 (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)

    3 (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

    3 (L) High Places
    What is the likelihood that the worker would be injured as a result of being exposed to high places while performing this job? High Places (e.g., heights above 8 feet on ladders, poles, scaffolding, catwalks, etc.)

    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.

    67 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.

    28 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.

    17 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.

    17 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.

    69 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.

    61 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.

    60 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.

    60 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.

    56 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.

    50 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.

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

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

    72 Security
    Workers on this job have steady employment

    69 Working Conditions
    Workers on this job have good working conditions

    69 Activity
    Workers on this job are busy all the time

    66 Responsibility
    Workers on this job make decisions on their own

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

    63 Creativity
    Workers on this job try out their own ideas

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

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

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

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

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

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

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

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

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

    53 Achievement
    Workers on this job get a feeling of accomplishment

    50 Advancement
    Workers on this job have opportunities for advancement

    38 Independence
    Workers on this job do their work alone

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

    CROSSWALKS:
    DOT91 (Dictionary of Occupational Titles): 339137010 Manager, Health Club
    187167226 Manager, Marina Dry Dock
    389134010 Supervisor, Extermination
    183167030 Service Supervisor, Leased Machinery and Equipment
    187167058 Manager, Barber or Beauty Shop
    187167194 Superintendent, Laundry
    187167158 Manager, Travel Agency
    187167082 Manager, Customer Services

    AIM97 (Apprenticeship Information Management): No crosswalks

    CEN90 (1990 Census Occupations): 022 Managers and Administrators, N.E.C.

    CIP90 (Classification of Instructional Programs): 200309 Drycleaner and Launderer (Commercial)
    010201 Agricultural Mechanization, General
    200301 Clothing, Apparel and Textile Workers and Managers, General
    081105 Travel Services Marketing Operations
    520903 Travel-Tourism Management

    GOE93 (Guide for Occupational Exploration): 050207 Managerial Work: Mechanical: Materials Handling
    051002 Crafts: Mechanical
    111104 Business Management: Services
    111105 Business Management: Wholesale-Retail

    MOC97 (Military Occupational Codes): 57E Laundry and Shower Specialist

    OES98 (Occupational Employment Statistics): 19999 All Other Managers and Administrators

    OPM97 (Office of Personnel Management Occupations): 0025 Park Ranger

    SOC98 (Standard Occupational Classification): No crosswalks