Benchmarks

Positions that are clerical and supportive in nature to other employees; these positions often entail tracking of data, updating records or production details as well as interacting with other employees to gain access and to share information, reports, etc.; examples of position titles are Administrative Assistant, Receptionist or Secretarial Assistant.

High-level positions those are supportive in nature to senior level management. These positions often entail tracking and acquiring data or technical details then interacting with other employees to gain access and to share information, reports, etc. In many cases, this position may require the person to interact with senior level executives. Examples of position titles are Administrator, Senior Administrative Assistant, Executive Assistant, Law Clerks and Title Examiners.

Provide the direct supervision and direction of others and generally assist the Manager with the day-to-day operations; Examples of position titles might include supervisor and team lead.

​Positions that require the employee to deal with money and related transactions follow strict procedures and deal directly with customers; position titles would also include Loan Officers.

Handle cash registers, customer interaction, product or service returns, daily paperwork, and questions from customers. Responsible for accuracy of daily cash drawer according to cash, credit card, returns, exchanges, etc.

​Bill or account collectors locate and notify customers with delinquent accounts to solicit payment. They also receive and credit payments or, when a customer fails to respond, initiate action, repossession or disconnection of service, etc. Collectors need to be socially perceptive and good record keepers. They must be skillful negotiators and persuasive communicators. Other titles may include Credit Collector, Account Resolution Agent or Account Representative.

Positions where the employee works on construction projects; Position titles include estimators, plumber, electrician, day labourer, construction workers, etc.

​Transfers clients by driving and maintaining a vehicle such as a limousine, shuttle bus or other personal service vehicles. Plans routes and requirements by studying schedule or special requests; determines occupant and luggage requirements; checks road conditions; estimates travel times as well as other preparation for each client situation.

​Positions that provide creative thought and written expression. Writing may be for articles, marketing pieces, journals, etc. In many cases, this position will provide for a basic topic, product, service or information and the individual is expected to find creative ways to present the information, product or service to the targeted reader.

​Positions that entail basic support and direct interaction with customers either by phone or face to face; there may be some “up-selling” involved but these positions are not as much as sales related as focused on customer service; examples of position titles include CSR, Sales Support Executive and Account Representative.

​Positions that require the accurate entry of information into computer systems. Positions will usually also entail the review, reporting and correction of erroneous information.

Positions involving a car, van or truck either for short or long-haul driving to deliver and/or pick up goods or documents.

​Reads, reviews and edits articles, marketing pieces, manuscripts, etc. for clarity, grammar, relevance and subject matter.

​Analyse technology, resource needs, and market demand, to plan and assess the feasibility of projects. Planning and research may include areas such as installation, testing, reviewing product or building design, specifications improvements or changes. Positions may include industry areas such as Technology, Architecture and Research & Development.

​Examiners or Inspectors are required in a wide variety of areas such as insurance claims, building construction, criminal or fire investigations, motor vehicle or other transportation inspection, health and safety compliance officers, and many more. Whatever they are examining or inspecting, they need good judgment and to be careful and detailed observers, able to solve complex problems, and make decisions efficiently. They must also be able to communicate clearly both orally and in writing.

​Positions in an accounting environment that entail dealing with cash and financial records; examples of position titles include Bookkeeping, Financial Reporting, Data Analysis, Accountant and Financial Controller.

​Positions that require the employee to deal directly with food items and typically with the customer themselves; position titles can include Fast Food Service, Banquet Services, Waiter, etc.

​Design or create graphics to meet specific commercial or promotional needs, such as packaging, displays, or logos. May use a variety of mediums to achieve artistic or decorative effects. Titles may include Graphic Design.

​Positions where the individual interacts directly with guests; positions titles include Banqueting, Food Service, Front-Desk, Concierge, Maid, etc.

​Positions that involve working with employee/personnel issues, employment policies, procedures and planning.

​Positions where the employee deals with outbound and/or inbound calls to support customers, up-sell goods or services or provide information; please note that the Telemarketing benchmark is better suited for call center positions that require the employee to sell products or services in a direct and targeted manner.

Supporting and assisting users of technology within a variety of areas such as but not limited to hardware and software as well as escalation to others when necessary to resolve the client issue or training need, etc. Typically, call times can average 20-30 minutes or more depending on the complexity of the technology being supported.

​Positions involving tasks such as programming, analysis, fault-finding, network support, and troubleshooting IT problems.

Positions within production and manufacturing environments that typically require the individual to follow a process and safety procedures. Examples include production line employees, manufacturing staff.

​Alternative Job Titles: Service Technician, System Maintainer, Servicing Contractor Positions that involve the maintenance, repair and installation of internal machinery and equipment.

​Managers directly involved in the activities of a site. They plan and oversee activities; manage staff schedules and assignments; establish financial, productivity and quality standards and review performance according to those standards; coordinate with other business units or outside groups to achieve objectives. Managers must be able to apply standard management principles, be decisive and socially perceptive, and have good judgement and persuasive communication skills.

​Marketing and public relations specialists or analysts develop effective communications for purposes such as building goodwill for the business or organisation, promoting its products or services, providing information, etc. This role is primarily to the general public or targeted segments but may be internal as well. They may also track data on effectiveness of their efforts or on emerging trends. Strong communications skills, written and oral, plus good interpersonal skills are essential.

​Mechanics maintain, adjust, diagnose, repair, overhaul all kinds of engines, machines, and other equipment. They normally work on a single type of equipment such as vehicles, industrial machinery, specialist engines, aircraft engines, etc. They must follow standard procedures, maintain safety requirements and be able to operate the apparatus of their trade from basic tools to advanced technological equipment. They also need to communicate clearly with their customers about proper use and repairs, etc.

​Alternative Job Titles – Regional Manager / Area Manager
A Multi-Location Manager typically has total supervisory responsibility for all operations and/or locations in their assigned division/territory, including, but not limited to commercial, care and service outcomes, retention of clients as well as employees. Should communicate and manage individual location supervisors/ managers to achieve goals in conformance with company strategy and targets.

​This is a non-specific (general) benchmark to permit assessment that is not currently covered within the generic job categories provided. This may also be used as a demonstration or pending notification of specific benchmarks. Suitable for “Expressions of Interest” screening.

​Positions where the employee deals with outbound calls to support customers, provide information and may in some cases gently attempt to up-sell additional goods or services. These positions are not telemarketing in nature where a strong sales process and close is necessary. These positions are primarily for providing assistance and/or information.

​The overall management, update and completion of a project at single or multiple sites. Position usually requires the creation and detailed updating of project reports as we as written and verbal communication with the project team.

​Such positions include tasks through the entire purchasing cycle: from identification of quality products or services and vendors, to negotiation of supply contracts, to monitoring of delivery, to checking for defects, and to ensuring contract compliance. Job holders need to be skilful negotiators and possess good business judgement in order to assess the materials, products, or services being purchased and schedule their use efficiently.

​Recruiters are responsible for identifying candidates for current and future job vacancies. Their duties may also include processing all employment actions and maintaining employee records. They may specify source, interview and screen candidates. Recruiters need to utilize recognized recruiting strategies and meet anti-discrimination requirements. They also need a clear understanding of the recruiting requirements and possess good communication/interpersonal skills.

Positions where the individual is expected to follow store policies handle a cash register, credit card transactions as well as answer basic questions for customers in a friendly and proactive manner.

Positions that require business prospecting, presentation, negotiation, closing and account management.

Positions where customers come to purchase, browse, or research goods or services; the individual is typically expected to assist in product knowledge and apply moderate closing efforts.

Sales positions that deal with solutions and conceptual products or services rather than more tangible items. This is usually a “consulting” type of sales process where the individual must adapt rather than follow a script and make proposals for negotiation. This is usually associated with more complex product or service requiring more extensive training and skill is required.

​Security workers occupy an array of positions both public and private sectors such as various types of police officers, private security guards, corrections guards, animal control officers, bridge and lock keepers, etc. They must be observant, willing to take direction and follow policies and procedures, and able to communicate effectively with the public as well as their supervisors and co-workers. Police and other public officers must be able to enforce the law; all security workers must be able to respond to emergencies, protect people and property, and give aid as needed.

​Alternative Job Title – Clinical Nurse Coordinator
Positions that involve the direct supervision and direction of others; examples of position titles include Supervisor, Team Leader or Group Coordinator.

​Roles that require a high level of technology expertise and the ability to consult with prospects and customers to find solutions to technology related issues. These roles typically have very defined procedures in terms of what solutions have been built to meet the needs of the client, but this role requires the individual to make certain that the solution is tailored to meet the customer’s specific needs.

​Positions that require the individual to make outbound calls for the purpose of prospecting, setting appointments, selling and/or getting pre-sales information.

These positions include electricians, plumbers, pipe fitters, and other similar trade skills. In the specific skill areas an individual should be able to assemble, install, test, and maintain relevant systems using all the tools and equipment of the trade and without frequent oversight or supervision. They should also be able to diagnose and repair malfunctioning systems and be sure that all work meets job specifications and code of practice or standards.

​Responsible identifying training needs and mapping out development plans for teams and individuals. Design, develop, identify and execute training programs and maintain curriculum database and training records.

​Positions that require the handling and organising of goods.

This position oversees delivery of resident support services for assigned location. Supervises personnel to achieve service, clinical and financial objectives ensure compliance with regulatory requirements through quality assurance activities. Multiple resourcing models may be involved in achieving objectives within broad guidelines.

Positions that perform processing and procedures in a medical laboratory environment. Also involves following strict procedures for sterilizing and decontamination of equipment.​

Medical Technicians include those who work under the supervision of physicians to provide care in specialist areas such as radiology, respiratory, dietetic, laboratory, surgical etc. They must follow doctor’s orders and specific procedures accurately, observe patients carefully and report any problems promptly. Technicians who have direct contact with patients need to be socially perceptive and caring and need clear written and oral communication skills.

​Provide basic patient care under direction of nursing staff. Perform duties, such as feed, bathe, dress, groom, or move residents or change linens.

Paramedics (Emergency Medical Technicians) respond to injured or ill individuals in emergency situations. Sound judgEment, good problem-solving skills, and ability to make decisions quickly under pressure are essential as they must assess the patient’s medical status and administer emergency care. Paramedics need to follow the best practices of emergency medical care and have the interpersonal sensitivity and communication skills necessary to care f

Record drugs delivered to the pharmacy, store incoming merchandise and inform the supervisor of stock needs. May operate cash register and accept prescriptions for filling.

Registered nurses (RNs) provide direct resident care and oversee / coordinate care provided in residential settings as well as the individual’s home. Most nurses specialise in specific areas and all need to follow standard procedures and best practices of care for various illnesses and injuries. Nurses must have sound judgement and decision-making skills plus excellent interpersonal perception and communication skills and be willing to alter their routines to respond to emergencies.

​Registered Nurses (RNs) provide direct patient care and oversee and coordinate care provided by lower level staff in both in- and out-patient emergency settings. Most nurses specialise in specific areas and all need to follow standard procedures and best practices of care for various illnesses and injuries in their speciality. Nurses must have sound judgement and decision-making skills plus excellent interpersonal perception and communication skills and be willing to alter their routines to respond to emergencies. Some titles common to this category are Medical Surgical, Critical Care and Emergency Room.

​ICU Registered Nurses (RNs) provide direct patient care and oversee and coordinate care provided by lower level staff in both in- and out-patient settings. Most nurses specialise in specific areas and all need to follow standard procedures and best practices of care for various illnesses and injuries in their speciality. Nurses must have sound judgement and decision-making skills plus excellent interpersonal perception and communication skills and be willing to alter their routines to respond to emergencies. Some titles common to this category are High Dependency, Critical Care, Intensive Care.

​Medical Surgical Registered nurses (RNs) provide direct patient care and oversee and coordinate care provided by lower level staff in both in- and out-patient settings. Most nurses specialise in specific areas and all need to follow standard procedures and best practices of care for various illnesses and injuries in their speciality. Nurses must have sound judgement and decision-making skills plus excellent interpersonal perception and communication skills and be willing to alter their routines to respond to emergencies. Some titles common to this category are Critical Care, Operating Room and Labour/Delivery.

Positions that require the individual to assist ill, disabled, aged or infirm persons with dressing, feeding, ambulation, toilet and personal hygiene to facilitate self-care within the home. Compared to a “Home Care Companion” role, the “Home Care Assistant” has more responsibility for leading and directing the client in their personal care. Whilst, the Home Care Assistant may also fulfil many of the same tasks as the Home Care Companion (below) there is a significant focus on personal (as opposed to domestic) support.

​Positions that require the individual to work directly with clients who require support within the home; This position typically requires the individual to assist the ill, disabled aged or infirm persons with household tasks essential to achieving adequate household and family management as well as providing companionship services. For example, transportation, shopping, meal preparation and clean up, light housekeeping and laundry, conversation, correspondence and general assistance.

​Responsible for the overall operation of assigned service site(s) including staff, financial, compliance with regulations or standards of service, and general quality of service delivery to person(s) served in these programs.

Provides practical help, care and support to individuals with learning or physical disabilities, or individuals requiring assistance to enable them to live as independently/ effectively as possible either in their own home or within a residential facility.

​Medical Technicians include those who work under the supervision of physicians to provide speciality care in specialist areas such as radiology, respiratory, dietetic, laboratory, surgical etc. They must follow doctor’s orders and specific procedures accurately, observe patients carefully and report any problems promptly. Technicians who have direct contact with patients need to be socially perceptive and caring and need clear written and oral communication skills.

​Child care workers attend to young children in such settings as child care centres, schools, businesses, and private homes. They support children’s early learning and emotional and social development. They need to apply principles of child development and of early learning. They must also be interpersonally sensitive, both to children and their parents, and be able to use a variety of learning and disciplinary strategies.

​Positions that require the individual to work directly on a live-in basis, with clients who require personal care within the home. This position typically requires the individual to assist the elderly, ill, disabled or infirm with personal care and household tasks as well as providing companionship services. This includes but is not limited to transport, shopping, meal preparation and clean up, light housekeeping and laundry, conversation, and correspondence.

​Within a medical environment, verify accuracy of billing data, revise errors, prepare itemised statements, bills, or invoices. In some positions, this may include contacting and communicating directly with customers and/or insurance companies regarding billing and resolve discrepancies in billing records.

​Positions that manage and coordinate workforce requirements including longer term planning and day-to-day staff allocation and rostering activities required for the Service to deliver its operational requirements. Often required to manage fluctuating workload capability and respond to issues in a timely manner and with high accuracy.

Alternative job title: Counsellor
​Social Workers work with individuals, either singly or in groups to identify and strive to resolve problems / support needs in their clients’ lives. They specialise in defined areas such as educational, rehabilitation, disability, aged care and community services, substance abuse, mental health, etc. Generally involving a diverse portfolio of clients. Social Workers must be able to follow best practice and apply principles of their speciality area. They must be socially perceptive and skilled at listening and empathising, problem-solving, and communicating with their clients

​Positions that require the individual to work directly with clients who require support within the home. This position typically requires the individual to assist the ill, disabled aged or infirm persons with household tasks essential to achieving adequate household and family management as well as providing companionship services. For example, transportation, shopping, meal preparation and clean up, light housekeeping and laundry, conversation, correspondence and general assistance.

​This position oversees delivery of resident support services for assigned location. Supervises personnel to achieve service, clinical and financial objectives ensure compliance with regulatory requirements through quality assurance activities. Multiple resourcing models may be involved in achieving objectives within broad guidelines.

​(Small facility approx. 50 residents. Generally a clinician)
Responsible for the overall operation of assigned site including staff, budget, financial, clinical standards & compliance, quality and resident services.

The Personal Carer works under ​direction of nursing staff to provide basic care to the residents. This includes duties, such as feed, bathe, dress, groom, or move residents or change linens.

Registered nurses (RNs) provide direct resident care and oversee / coordinate care provided in residential settings as well as the individual’s home. Most nurses specialise in specific areas and all need to follow standard procedures and best practices of care for various illnesses and injuries. Nurses must have sound judgement and decision-making skills plus excellent interpersonal perception and communication skills and be willing to alter their routines to respond to emergencies.

Positions in the kitchen or food preparation areas where a great deal of planning is necessary to prepare and follow the day’s menu. Prepare and organise ingredients, sauces and other food items that will be necessary to quickly fill orders as they are received. This benchmark is not specifically designed for a Chef position but for all of the support team that works to prepare the necessary items for the meal.

​Positions in the kitchen where a great deal of planning and management is necessary for the preparation of a menu of food items. Directing others and/or personally prepare and organise ingredients, sauces and other food items that will be necessary to quickly fill orders as they are received. Manage kitchen staff to keep the kitchen clean, organised and stocked with appropriate food and ingredients.

​Assists the Head Chef/Cook with the preparation and design of all food and drink menus. Follow instructions from others whilst working together with other staff. Organisation skills required for the set up and stocking of all necessary supplies. Preparation of food for service at a certain prep-station or overall.

​Positions within a hospitality environment responsible for supervising the hospitality operations and management of staff. Often responsible for shifts/rosters and compliance of standards. Manage guest queries and assisting management with achieving business targets.

​Positions within a restaurant environment which include bussers (table clearing) and food runners as well as some general kitchen support for cleaning and organisation. May also be known as Kitchen Porter.

​Positions where the employee is directly interacting with a restaurant customer in order to take their food and beverage orders, fulfil those orders, interact with the kitchen to manage the flow of orders, interact with the bartender for beverage orders, prepare the bill, handle payment and control the customer experience.

Alternative Job Titles – Housekeeper, Cleaner.

Ancillary Staff perform any combination of light cleaning duties to maintain the premises in a clean and orderly manner. Duties include cleaning public areas, rooms and reception areas.