UNIVERSITY OF ABERDEEN SUPPORT STAFF ROLE DESCRIPTORS INTRODUCTION The Role Descriptors outline the increasing expectations for postholders at each Grade within the University in terms of responsibility, complexity, contribution and achievement i.e. the level of responsibility outlined in Grade 4 builds upon the level of responsibility already assumed in Grade 3.The examples listed in the Role Descriptors are for illustrative purposes only, and are not intended to be exhaustive. Grade 2 Postholders at Grade 2 level are expected to carry out a range of routine secretarial/clerical/technical activities within standard procedures. The tasks undertaken will be more varied and/or more complicated than those undertaken by Grade 1 postholders, and the postholder will be expected to undertake limited planning and organising of their own work, in liaison with a line manager, to ensure that deadlines are met. Postholders are expected to have sufficient knowledge to work on day-to-day issues without continuous reference to others, but guidance from a line manager will be readily available. The majority of roles at Grade 2 level are defined within formal training programmes or within standard job descriptions (e.g. those agreed at the implementation of the Framework Agreement or in line with local protocols and procedures). Therefore, separate Role Descriptors have not been developed. Grade 3 Postholders at Grade 3 level are expected to perform a range of administrative/clerical/technical duties. Work will be undertaken within established procedures and processes, but postholders will be required to exercise some personal responsibility and judgement in organising and carrying out their work. Postholders are expected to work with reduced direct supervision, however, guidance from a line manager will be readily available. Postholders will be able to demonstrate a good working knowledge of relevant systems, equipment, processes and procedures and may be required to provide guidance to less experienced team members. Grade 4 Postholders at Grade 4 level are responsible for the delivery of a wide range of administrative, technical and/or client services and will have responsibility for specific activities and processes. Postholders will be able to demonstrate a well developed knowledge of specialised procedures, support systems and software/databases relevant to the role, together with a sound understanding of the activities and work of the broader team in which they are based. They will also be able to demonstrate sufficient personal initiative and judgement to deal with/resolve day-to-day problems and work issues within established procedures or policies. Postholders will be responsible for planning and organising their own work, with the ability to react effectively to changing priorities. Postholders are expected to work with minimal direct supervision. The role may involve providing a basic level of supervision to other members of staff. SECRETARIAL, CLERICAL AND INFORMATION SUPPORT ELEMENT 1 - COMMUNICATION Grade 3 Regularly communicates routine information and guidance accurately and clearly both orally and in writing under guidance from line manager as required e.g. responding to straightforward requests for information, passing on messages, dealing with routine enquiries, record keeping, prepares standard documents, completing standard forms, composing straightforward emails, drafting minutes etc. Periodically communicates more complex information which needs careful explanation and interpretation under guidance from line manager as required ee.g. providing more specialised information to others. Deals with all levels of colleagues, academic, research staff, teaching, support staff and students on a daily basis Deals with external suppliers as required Grade 4 Regularly communicates routine and more complex information and guidance accurately and clearly, both orally and in writing, simplifying explanations depending upon the recipient’s level of knowledge and understanding e.g. explaining or interpreting policies, systems, processes; drafting publicity material/letters/minutes; creating straightforward reports/presentations. Deals with all levels of colleagues, academic, research staff, teaching staff, support staff and students on a daily basis Deals with external suppliers as required ELEMENT 2 – TEAMWORK & MOTIVATION Grade 3 Contributes as a member of a team, co-operating and working with colleagues in order to meet team objectives Grade 4 Contributes at a higher level within the team, providing assistance, advice and support as required Those with supervisory responsibilities will oversee the work of a small team or section, building team morale, monitoring day-to-day performance of individuals and achievements of the team, allocating day-to-day tasks, providing feedback, and ensuring standards and team objectives are met. ELEMENT 3 – LIAISON & NETWORKING Grade 3 Regular internal liaison with colleagues and supervisors e.g. keeping colleagues informed about the progress of work May be required to liaise with individuals internal and external to the University on routine matters, under guidance from line manager as required Grade 4 Liaises on a daily basis with all levels of staff, student and colleagues (within and outwith the team) to provide and obtain information and data to investigate problems and solutions Regularly liaises with others (internal and external to the University) to exchange routine and occasionally more complex information and keep people informed so that work is completed effectively e.g. keeping users informed about the progress of work, barriers encountered etc ELEMENT 4 – SERVICE DELIVERY Grade 3 Provides an efficient and effective clerical/secretarial support service which contributes to and supports the smooth operation of the area in which the postholder is based Processes routine orders, accompanied by liaison with members of staff and suppliers as necessary e.g. stationery supplies Discusses and investigates with users to understand requests for work, under guidance from line manager as required Grade 4 Provides a wide-ranging efficient and effective clerical/secretarial support service which contributes to and supports the smooth operation of the wider area in which the postholder is based Contributes to changes and improvements in the standards/delivery of own area of service, taking customer feedback into account e.g. provides feedback to senior members of staff with a view to improving the future provision of support within the postholder’s area of responsibility Independently discusses and investigates with users to understand more complex requests for work e.g. matters of a sensitive nature requiring higher levels of tact and diplomacy, formulating responses to more complex staff/student enquiries ELEMENT 5 – DECISION MAKING PROCESSES & OUTCOMES Grade 3 Makes independent decisions on routine day-to-day work related matters, seeking advice from senior staff as required e.g. prioritisation of workload, clarification of instructions etc Provides information and guidance to members of staff and students as required to assist them in making an informed decision about their particular requirements, under guidance from line manager as required Contributes to team discussions within the postholder’s area of responsibility Grade 4 Makes independent decisions on more complex day-to-day work related matters seeking advice from senior staff as required e.g. the optimum method of resolving problems within area of knowledge and expertise Makes an independent and well-informed contribution to team discussions affecting the postholder’s area of responsibility e.g. making suggestions on improvements to service/ implementation of new processes in the light of feedback received etc Those with line management responsibilities are expected to assist team members as required in making decisions on day-to-day work related matters e.g. prioritisation of work, answering queries etc ELEMENT 6 – PLANNING & ORGANISING RESOURCES Grade 3 Generally expected to plan and prioritise their own work and reprioritise according to demand/workload, seeking support from senior staff as required Contributes to the organisation of any of the following: arranging activities and meetings, dealing with routine travel/accommodation arrangements, managing diaries, assisting with the organisation of School/Section events etc. May be expected to provide support to Committees, under guidance from line manager as required May have responsibility for monitoring expenditure against budgets e.g. small/routine research grants/project budgets Grade 4 Required to independently plan, organise and prioritise own work and, where in a supervisory role, the work activities of others, reacting effectively to changing priorities and ensuring that work requirements/objectives are met e.g. supporting committees, organising and co-ordinating key events and activities for the School/Section ensuring they run smoothly, maintaining and prioritising senior managers’ diaries, organising complex travel/accommodation arrangements etc. Monitors expenditure against budgets e.g. larger/more complex research grants/project budgets, providing reports to senior members of staff as required Contributes to operational planning process within the School/Section e.g. arrangements for external examiners, Open Days etc ELEMENT 7 – INITIATIVE & PROBLEM SOLVING Grade 3 Daily use of initiative and problem solving skills to determine and resolve standard problems encountered within postholder’s area of responsibility, with support from senior staff as required e.g. reprioritising tasks due to workload/issues which have arisen, sourcing missing information/data, filtering calls etc Uses judgement to determine when to re-direct more complex issues to others Grade 4 Daily use of initiative and problem solving skills to independently determine and resolve a wide array of standard problems in accordance with procedures, guidelines and experience (such issues may occur within postholder’s area of responsibility and/or in the wider School/Section) e.g. staffing problems; performance issues; data anomalies; budgetary issues; complex customer enquiries/complaints; degree regulations; acting as a filter for problems/issues addressed to the manager, aiming to resolve them where possible. Uses logical thinking to devise solutions to resolve non-standard problems, using existing procedures and practices and seeking assistance from team members and senior staff as required ELEMENT 8 – ANALYSIS & RESEARCH Grade 3 Carries out web searches and other investigations to obtain answers to routine queries, e.g. travel and accommodation information, information on other institutions, student numbers, etc Provides information to others for interpretation Grade 4 Carries out research as appropriate to identify solutions and obtain responses to more complex queries e.g. sourcing equipment and costs, benchmarking on sector of student data/numbers Preparation and collation of standard data/information for interpretation by senior staff running reports from databases and extracting relevant data, producing statistics, carrying out database searches, sourcing subject specific information for marketing material, researching data from various information sources, monitoring and reporting on expenditure/resource usage, cross-checking of more complex/varied data, investigating problems/faults/anomalies, responsibility for the integrity of local databases, records and information systems etc. ELEMENT 9 – SENSORY & PHYSICAL DEMANDS Grade 3 Sensory/physical demands will typically involve the routine use of standard office equipment e.g. PC, photocopier, scanner Grade 4 In this case there is no additional demand. ELEMENT 10 – WORK ENVIRONMENT Grade 3 Generally based in a low risk/relatively stable environment e.g. office, library etc Grade 4 May be required to have a general awareness of health and safety issues within area of responsibility ELEMENT 11 – PASTORAL CARE & WELFARE Grade 3 Responds with sensitivity and tact to staff and students when answering queries Maintains confidentiality in relation to work carried out, particularly in relation to sensitive areas or where commercially restricted work is being undertaken Grade 4 May be required to act as first point of contact for staff and student queries within the School/Section e.g. examination/registration information, induction queries ELEMENT 12 – TEAM DEVELOPMENT Grade 3 May be required to provide information, training, guidance and assistance to new and/or less experienced colleagues Grade 4 Guides/advises colleagues on standard work practices, equipment etc e.g. demonstrating tasks, advising on standard procedures, inducting new colleagues, training/guiding others on how to perform day-to-day tasks/activities. Contributes and shares knowledge with colleagues and supervisors on a regular basis at team meetings and/or on an ad hoc basis Those with supervisory responsibilities may be required to conduct staff reviews, identify individual training needs and ensure that they are met ELEMENT 13 – TEACHING & LEARNING SUPPORT Grade 3 Not typically required to teach/train others outwith the team Grade 4 May be required to provide routine introductions on standard information or procedures to individuals or groups outwith the team May be required to attend field trips to provide support to senior staff ELEMENT 14 – KNOWLEDGE & EXPERIENCE Grade 3 Good general education, with sufficient experience/training to fulfil the role, seeking support from senior staff as required e.g. on the job learning/attending additional training Good working knowledge of relevant systems, equipment, processes and procedures Competent in the use of standard software packages (eg MS Office, Excel, internet, email). Understanding of and adherence to University Health and Safety and Equal Opportunities Policies Grade 4 Good general education, with sufficient experience/training to fulfil the role e.g. on the job learning/attending additional training Proven use of initiative and judgement to resolve a range of problems independently Well developed knowledge of specialised procedures, support systems and software/databases relevant to the role Sound understanding of the activities and work of the broader team within which the postholder is based May be required to demonstrate supervisory skills and/or experience Proficient in the use of standard software packages (eg MS Office, Excel, internet, email) as well as more specialised databases/bespoke systems Understanding of and adherence to University Health and Safety and Equal Opportunities Policies TECHNICAL, FACILITIES AND OPERATIONAL SUPPORT ELEMENT 1 - COMMUNICATION Grade 3 Regularly communicates routine information and guidance accurately and clearly both orally and in writing under guidance from line manager as required e.g. responding to straightforward requests for information, discusses and investigates with users to understand requests for work, passing on messages, dealing with routine enquiries, record keeping, completing standard forms, composing straightforward emails etc. Periodically communicates more complex information which needs careful explanation and interpretation under guidance from line manager as required e.g. providing technical/more specialised information to others. Deals with all levels of colleagues, academic, research staff, support staff and students on a daily basis Deals with external suppliers as required Contributes to documentation to maintain and produce accurate inventories of equipment, solutions etc Grade 4 Regularly communicates routine and more complex information and guidance accurately and clearly, both orally and in writing, simplifying explanations depending upon the recipient’s level of knowledge and understanding e.g. providing technical/specialist information to others, writing short notes/reports on laboratory projects, standard operating procedures, providing written instructions, keeping accurate and concise notes as required Deals with all levels of colleagues, academic, research staff, support staff and students on a daily basis Deals with external suppliers as required Proactively discusses and investigates with users to understand requests for work Produces and contributes to documentation to maintain and produce accurate inventories of equipment, solutions etc ELEMENT 2 – TEAMWORK & MOTIVATION Grade 3 Contributes as a member of a team, co-operating and working with colleagues in order to meet team objectives May be required to provide assistance and support to less experienced colleagues Grade 4 Contributes at a higher level within the team, providing assistance, advice and support as required ELEMENT 3 – LIAISON & NETWORKING Grade 3 Regular internal liaison with colleagues and supervisors regarding work matters e.g. experiments being run, equipment maintenance/breakage etc Keeps users informed about the progress of their request for work to be carried out May be required to liaise with colleagues outwith the team on routine matters Grade 4 Liaises on a daily basis with all levels of staff, student and colleagues (within and outwith the team) to provide and obtain information and data to investigate problems and solutions Regularly liaises with others (internal and external to the University) to exchange routine and occasionally more complex information and keep people informed so that work is completed effectively e.g. keeping users informed about the progress of their request for work to be carried out ELEMENT 4 – SERVICE DELIVERY Grade 3 Provides an efficient and effective technical/operational support service within the postholder’s area of responsibility Discusses and investigates with users to understand requests for work, under guidance from line manager as required Basic preparation and analysis of chemical/biological materials, compounds and/or solutions Basic operation, calibration and maintenance of laboratory/workshop/IT instrumentation/machinery Testing, adjusting and repairing laboratory/workshop/IT equipment and apparatus, seeking advice/support as required Maintaining adequate stock levels as required by School/Section Processing regular orders, accompanied by liaison with members of staff and suppliers as necessary Grade 4 Provides a wide-ranging efficient and effective technical/operational support service Provides feedback to senior members of staff with a view to improving the future provision of technical support within postholder’s area of responsibility Preparation and analysis of more complex/non-routine chemical/biological materials, compounds and/or solutions Operation, calibration and maintenance of more complex/nonroutine laboratory/workshop/IT instrumentation/machinery Independently testing, adjusting and repairing laboratory/workshop/IT equipment and apparatus Keeping records of expenditure on all equipment and materials received and issued within postholder’s area of responsibility Checking accuracy of goods received as required upon receipt of orders Makes informed contribution to risk assessment processes ELEMENT 5 – DECISION MAKING PROCESSES & OUTCOMES Grade 3 Makes independent decisions on routine day-to-day work related matters, seeking advice from senior staff as required e.g. prioritisation of workload, clarification of instructions etc Contributes to team discussions within the postholder’s area of responsibility Provides information and guidance to members of staff and students as required to assist them in making an informed decision about their particular requirements, under guidance from line manager as required Grade 4 Makes independent decisions on day-to-day work related matters seeking advice from senior staff as require e.g. the optimum method of resolving problems within area of knowledge and expertise Independently provides more complex information and guidance to members of staff and students as required to assist them in making an informed decision about their particular requirements Makes an independent and well-informed contribution to team discussions affecting the postholder’s area of responsibility e.g. making suggestions on improvements to service/ implementation of new processes in the light of feedback received etc ELEMENT 6 – PLANNING & ORGANISING RESOURCES Grade 3 Generally expected to plan and prioritise their own work and use of equipment/resources, and reprioritise according to demand/workload, seeking support from senior staff as required Setting up and construction of apparatus under guidance Grade 4 Organises the daily running of laboratory/workshop/operational area Planning and organising resources for multiple groups e.g. setting up, co-ordinating and constructing equipment, involving modification, manufacture and development as appropriate Prioritises job requests and projects received, reacting effectively to changing priorities ELEMENT 7 – INITIATIVE & PROBLEM SOLVING Grade 3 Daily use of initiative and problem solving skills to determine and resolve standard technical/operational problems encountered within postholder’s area of responsibility in accordance with procedures, guidelines and experience and seeking support from senior staff as required e.g. dealing with breakdowns, maintenance and repairs of equipment etc Uses judgement to determine when to re-direct more complex issues to others Basic testing and fault diagnosis of equipment Grade 4 Daily use of initiative and problem solving skills to independently determine and resolve a wide array of standard problems in accordance with procedures, guidelines and experience e.g. staffing problems; performance issues; data anomalies; budgetary issues; complex customer enquiries/complaints; acting as a filter for problems/issues addressed to the manager, aiming to resolve them where possible. Uses logical thinking to devise solutions and techniques to resolve non-standard problems, seeking assistance from team members and more senior staff as required Testing and fault diagnosis of equipment Provision of guidance on design and construction of apparatus/equipment/machinery ELEMENT 8 – ANALYSIS & RESEARCH Grade 3 Carries out web searches and other investigations to obtain answers to routine queries Setting up of systems and equipment within the postholder’s area of responsibility e.g. for experiments, maintenance activities etc. Initial preparation and collation of routine data for interpretation by senior staff Grade 4 Carries out research as appropriate to identify solutions to problems using the internet, discussion forums, suppliers etc Setting up of systems and equipment, including the development of new or improved methods under supervision Preparation and collation of standard data/information for interpretation by senior staff ELEMENT 9 – SENSORY & PHYSICAL DEMANDS Grade 3 Required to move heavy and often awkward objects and expensive laboratory/computer/operational equipment safely Occasional work in confined conditions to install and maintain equipment Deliver a high quality of service while under pressure to achieve immediate results Grade 4 In this case there is no additional demand ELEMENT 10 – WORK ENVIRONMENT Grade 3 Responsible for general tidiness, security of equipment and chemicals and general health and safety within work environment under guidance from senior staff May be exposed to some unpleasant/moderately hazardous work environments e.g. working in a laboratory, working outdoors, exposure to chemicals, use of hazardous machinery, requirement to use protective clothing e.g. gloves, goggles etc. Awareness of requirements to changing practice in line with health & safety and/or other legislative guidelines Grade 4 In this case there is no additional demand ELEMENT 11 – PASTORAL CARE & WELFARE Grade 3 Responds with sensitivity and tact to staff and students when answering queries Maintains confidentiality in relation to work carried out, particularly in relation to sensitive areas or where commercially restricted work is being undertaken Grade 4 In this case there is no additional demand ELEMENT 12 – TEAM DEVELOPMENT Grade 3 May be required to provide information and assistance to new and/or less experienced colleagues as required Grade 4 Contributes and shares knowledge with peers and supervisors on a regular basis at team meetings and/or on an ad hoc basis Provides information, training, guidance and assistance to new and/or less experienced colleagues and assesses performance as required Guides and advises colleagues on standard working practices, equipment etc ELEMENT 13 – TEACHING & LEARNING SUPPORT Grade 3 Provides assistance as required to academic colleagues by demonstrating experiments and techniques to students within postholder’s area of responsibility Provides assistance in basic experimental techniques to students and other laboratory/workshop/IT users Grade 4 Demonstrates experiments and techniques to students in a lecture theatre and/or teaching/research laboratory setting either independently or providing support to a senior colleague Provides assistance to students and other laboratory/workshop/IT users undertaking routine and non-routine techniques or operational activities ELEMENT 14 – KNOWLEDGE & EXPERIENCE Grade 3 Qualified to ONC level (or equivalent) in a relevant subject or with sufficient experience/training to fulfil the role e.g. on the job learning/attending additional training Good working knowledge of relevant systems, equipment, processes and procedures Technical knowledge and experience to enable the postholder to fulfil all elements required of the role Grade 4 Qualified to HNC/HND level (or equivalent) in a relevant subject or with sufficient experience/training to fulfil the role e.g. on the job learning/attending additional training Detailed technical knowledge and experience in a relevant specialism to enable the postholder to fulfil all elements required of the role Well developed knowledge of specialised procedures, support systems and software/databases relevant to the role Sound understanding of the activities and work of the broader team