Purpose
This handbook is designed to provide candidates with general information regarding the clerical examination process. The handbook consists of useful information to help candidates prepare for the examination.
Overview of Clerical Examination Plan
The content of the new examination plan is based on the job tasks, and knowledge, skills and abilities determined to be critical to overall successful job performance.
The clerical examination plan consists of 12 knowledge, skill and ability (KSA) areas. Each of the 12 KSAs are defined in this candidate handbook. It is important that candidates prepare for the examination by studying the clerical examination plan.
Examination Items
The clerical examination contains approximately 85 multiple-choice items. You will have approximately 2 ½ hours to complete the examination.
There is only one correct answer for each item. The “incorrect” answers are typically common errors and misconceptions, true but not relevant statements, or incorrect statements.
Sample Test Items
Below are sample test items that allow you to understand the type of questions that will be asked, as well as, the formatting of the questions in the examination. These sample questions will not be included on the examination. They have been included in the handbook for you to use as a reference. Please note there are not sample questions for all content areas of the test. However, each item included in the examination will be multiple-choice, include a question and four responses. There is only one correct answer per question. The correct response for each of the sample questions below is bolded and italicized.
Sample Items: Ability to enter data accurately into systems.
As part of a clerk's responsibility, he/she is required to maintain a log of files that are checked out by other agencies. As files are checked out of the office, they are listed on a log sheet by the clerk. Carroll Williams comes into the office at 8:45 a.m. to check out a file consisting of police aide information. She works for the Sheriff’s Department. Jill Jackson comes in at 8:50 a.m. to check out a file consisting of court documents. She works for the Public Defender’s office. After these two drop-ins, the clerk did not have anyone come in until two hours later; then, Chad Lucky from the Police Department came in to check out a file consisting of warrant information. A half hour past 4:00 p.m., the clerk had one person come in to check out a file. Phil Hart checked out a file consisting of probation information. He works for the Probation Department.
The log for the day was recorded by the clerk as follows:
| Line | Time | Name of Person | File | Department |
|---|---|---|---|---|
AA | (1) 8:45 am | (2) Carroll Williams | (3) Police Aide | (4) Police Dept. |
BB | (5) 8:50 am | (6) __________ | (7) Court Documents | (8) __________ |
CC | (9) __________ | (10) | (11) Probation Info | (12) _________ |
DD | (13) _________ | (14) Phil Hart | (15) _________ | (16) Probation Dept. |
Which of the following entries in line AA are incorrect?
A. (1)
B. (2)
C. (3)
D. (4)
What name and department should have been indicated in line BB?
A. Jill Jackson and Police Department
B. Jill Jackson and Public Defender’s Office
C. Chad Lucky and Police Department
D. Chad Lucky and Public Defender’s Office
What file did Jill Jackson check out?
A. Court Documents
B. Warrant information
C. Probation information
D. Police aide information
Sample Items: Ability to use mathematical formulas (e.g., subtraction, addition, multiplication) to perform calculations and analysis
The salaries and benefits of a department amount to 42.5% of the department's overall budget. If the department's budget is 28 million, what portion of the budget is allocated for expenses other than salary and benefits?
A. $1,190,000
B. $ 11,900,000
C. $1,600,000
D. $16,100,000
During one work week, a clerk works the following hours; Monday - 8 hours, Tuesday - 8 hours, Wednesday - 9 hours, Thursday - 9 hours, and Friday - 9 1/2 hours. If a normal work week is 40 hours, how many hours of overtime has the clerk worked this week?
A. 2 hours
B. 2 1/2 hours
C. 3 hours
D. 3 1/2 hours
Sample Items: Ability to utilize various computer software programs (e.g., word processing, excel, power-point).
A clerk is asked to input data consisting of information such as addresses, phone numbers, social security numbers, and birth dates into a computer program. This program will be used to extract data, run reports and cross reference information. Which of the following types of programs would be most appropriate for this type of information?
A. Internet program
B. Database program
C. Spreadsheet program
D. Word processing program
A clerk wants to italicize a section of a Word document using the shortcut key. Which command would allow for this function?
A. Highlight text, press Ctrl + P
B. Highlight text, press Ctrl + E
C. Highlight text, press Ctrl + S
D. Highlight text, press Ctrl + I
Sample Items: Knowledge of utilizing a filing system (e.g., alphabetical, numerical, chronological) to organize information.
Which of the following numbers would the social security number 444-64-4664 be filed between if using a numerical filing system?
A. 444-46-4040 and 444-64-6644
B. 444-46-4404 and 444-64-4640
C. 444-64-4646 and 444-64-4663
D. 444-64-4666 and 444-64-6446
If the names of Dan Perren, Aldo Pierie, Donald Pierotti, and Frank Pierpoint were arranged for alphabetical filing, what position would Frank Pierpoint be in?
A. First
B. Second
C. Third
D. Fourth
Sample Item: Ability to organize time and materials accordingly in order to work more efficiently.
A clerk is given an assignment that must be completed accurately and in a timely manner. How should the clerk initially proceed in this situation?
A. Complete the assignment and immediately submit the work
B. Complete the assignment and verify the work prior to submitting it
C. Complete the assignment and require a co-worker to check the work
D. Complete the assignment and require the supervisor to check the work
Clerical Examination Plan
The following pages contain detailed information regarding the clerical examination content. A definition of each KSA is provided. It is important for candidates to use this section as a study guide, because each item in the examination is linked to this content.
| KSA # | KSA Category |
|---|---|
1 | Ability to establish and maintain effective and cooperative working relationships and to effectively work with others. |
2 | Ability to communicate effectively, professionally and courteously with others in a clear, concise, and understandable manner. |
3 | Ability to enter data accurately into systems. |
4 | Ability to prepare, organize and maintain records (e.g., clerical, office). |
5 | Knowledge of utilizing a filing system (e.g., alphabetical, numerical, chronological) to organize information and ability to effectively manage a filing system for record keeping of information and/or other documentation. |
6 | Ability to use office machines and equipment (e.g., scanner, photocopy machine, calculator) for office operational needs. |
7 | Ability to type information (e.g., documents, forms, reports) accurately and efficiently. |
8 | Ability to communicate written information in a clear, concise and understandable manner. |
9 | Ability to understand information to assist in following directions. |
10 | Ability to utilize various computer software programs (e.g., word processing, excel, power-point). |
11 | Ability to organize time and materials accordingly in order to work more efficiently |
12 | Ability to use mathematical formulas (e.g., subtraction, addition, multiplication) to perform calculations and analysis. |
Overview of Examination Development Process
The following information is provided for those interested in understanding the examination development process used for the clerical examination.
The development of the clerical examination program began with a job analysis study, most recently completed by Recruitment and Assessment Services, Department of Human Resources in 2017. A job analysis is a method for identifying the tasks performed on a job and the knowledge, skills, and abilities (KSAs) needed to perform that job.
The results from the job analysis study form the basis of the clerical examination, demonstrating that the examination is job-related. The 2017 job analysis evaluated clerical classifications used in the City. Current incumbents in the classes received a questionnaire consisting of job tasks and knowledge, skills, and abilities. In the questionnaire, the incumbents were asked to rate the job tasks on how often they are performed and how critical they are to overall successful performance on the job. They were also asked to rate the knowledge, skills, and abilities on whether they are expected at entry into the job and to what degree and how critical is the knowledge, skill, and ability to overall performance of the job. The questionnaire was emailed out through Survey Monkey to permanent civil service clerical incumbents. A group of subject matter experts (SMEs) (e.g., supervisors of clerical classifications) reviewed the results of the questionnaire. These SMEs then established the content of the new examination plan based on the job tasks, and knowledge, skills, and abilities determined to be critical to overall successful job performance, therefore, forming a valid clerical examination plan.
The clerical examination is developed and maintained by Recruitment and Assessment Services (RAS), Department of Human Resources. RAS staff is trained to develop and analyze classification examinations. RAS staff conducts item writing and review meetings with subject matter experts (e.g., current incumbents and/or supervisors of clerical and secretarial classifications) and performs item analysis to validate the content of the examination. All of the items in the examination have been written and reviewed by subject matter experts and are based on the job-related knowledge, skills, and abilities contained in the examination plan.