FUNCTIONAL JOB ANALYSIS



FUNCTIONAL JOB ANALYSIS

WORKER'S NAME: CLAIM NUMBER:

JOB TITLE: Customer Service Clerk, DOTNUMBER: 209.687-026/ Call Center 209.562-010

DATE UPDATED: 10/22/99

JOB DESCRIPTION: Perform customer payment processing and prepare bank deposits. Answer routine customer inquires and maintain customer records. Assist in customer service areas such as credit, new service and adjustments. Perform apartment and various office tasks.

ESSENTIAL FUNCTIONS: Process customer payments including notifying credit of payments on credit notices, preparing cash reports, counting and verifying currency and checks and endorsing checks and assisting others to balance. Prepare summary information and reports regarding payments and prepare bank deposits. Perform apartment desk assignments. Under general direction, assist in the tasks of new service, credit and billing desks. Answer customer and Company personnel inquiries for routine information, using filing or other locating systems, and process information to customer records or forward further action. Perform a variety of office tasks such as processing mail, filing, typing, reception and telephone answering duties, processing meter reading and other data, copying and collating information and maintaining reference materials regarding Company policies. Operate terminals, microfiche, telephone, calculators, typewriter, 10-key, and related equipment. Perform similar and incidental duties as assigned.

NON-ESSENTIAL FUNCTIONS: None.

SCHEDULE: Forty hours per week, Monday through Friday.

EQUIPMENT, MACHINES, VEHICLES OPERATED: Fax machine, copy machine, telephone, computer, microfiche, calculator, 10-key.

TOOLS, IMPLEMENTS USED: Mail carts, files, office supplies.

KNOWLEDGE, SKILLS, AND ABILITIES: Previous minimum education and training should include the equivalent of successful completion of high school studies in general clerical skills including 10-key adding machine. Proficiency at touch typing is required as well as demonstrated customer communications capabilities. Previous job experience is not required. Approximately 6 to 12 months on the job is required before all the job duties and responsibilities can be performed without a day to day supervision.

VOCATIONAL PROFILE: MAIL DESK

(Based on an 8 hour day)

MOBILITY FACTORS

POSTURE/ MAXIMUM TOTAL POSITION FREQUENCY

MOVEMENTS CONSECUTIVE DAILY CHANGE OF

MIN/HRS HOURS OPTIONAL? ACTIVITIES

|SITTING |3 Hours |3 Hours |Yes* |Occasional |

|STANDING |1 Minutes |2.5 Hours |Yes* |Occasional |

|WALKING |10 Minutes |2.5 Hours |Yes* |Occasional |

|ON FEET |60 Minutes |5 Hours |Yes* |Frequent |

COMMENTS: *Depends on the task.

POSTURE REQUIREMENTS

ACTIVITY NEVER INTER. OCCAS. FREQ. CONT. FURTHER DESCRIPTION

0% 1-10% 11-33% 34-66% 67+%

|BALANCE ABOVE GROUND |X | | | | | |

|BEND TO WAIST | |X | | | |To file. |

|BEND TO KNEE |X | | | | | |

|BEND TO FLOOR |X | | | | | |

|TWIST/ROTATE | | |X | | |To file, in swivel chair. |

|KNEEL | |X | | | |To file and put away supplies. |

|SQUAT | |X | | | |To file and put away supplies. |

|CRAWL |X | | | | | |

|CLIMB STAIRS | |X | | | |Depending on location. |

|CLIMB LADDER |X | | | | | |

|REACH (ARM EXTENDED) | | | |X | |To file, answer telephone, complete mail and fax |

| | | | | | |duties. |

|REACH (ABOVE SHOULDER) | | |X | | |To reach supplies and sort mail. |

|HANDLING | | | | |X |Mail, faxes, paperwork, carts, supplies. |

|GRASPING | | | | |X |Mail, paperwork, telephone, carts, supplies. |

|FINGERING | | |X | | |To type, write, thumb papers. |

|FLEX/EXTEND WRIST | | |X | | |To sort mail. |

|FOOT CONTROLS |X | | | | | |

|OTHER |X | | | | | |

COMMENTS: None.

UPPER EXTREMITIES

NECK: NEVER INTER. OCCAS. FREQ. CONT. COMMENTS

0% 1-10% 11-33% 34-66% 67%+

|FLEXION | | |X | | |Looking down to sort mail. |

|EXTENSION | |X | | | |Looking up to place mail in proper bins. |

|ROTATION LEFT | | |X | | |Sorting mail. |

|ROTATION RIGHT | | |X | | |Sorting mail. |

|OTHER |X | | | | | |

COMMENTS:

DOMINANT HAND

RIGHT: NEVER INTER. OCCAS. FREQ. CONT. COMMENTS

0% 1-10% 11-33% 34-66% 67%+

|FINE MANIPULATION | | |X | | |Typing, writing, thumbing papers. |

|GROSS MANIPULATION | | | | |X |Mail, faxes, paperwork, carts, supplies. |

|SIMPLE GRASP | | | | |X |Mail, paperwork, telephone, carts, supplies. |

|POWER GRASP |X | | | | | |

|SIMPLE HAND TWISTING | |X | | | |Doors. |

|POWER HAND TWISTING |X | | | | | |

|WRIST EXTENSION | | |X | | |Sorting mail. |

|WRIST FLEXION | | |X | | |Sorting mail. |

|SPEED REQUIREMENTS | | |X | | |Sorting mail. |

|OTHER |X | | | | | |

COMMENTS: Mail room duties require both hands to be used concurrently. Worker first looks through all the mail/thumbing papers, sorts the mail, and then delivers the mail by pushing a cart. Throughout this process, both hands are utlilized. In addition, as the telephone rings and faxes come in, Worker must complete these tasks.

NON-DOMINANT HAND

LEFT: NEVER INTER. OCCAS. FREQ. CONT. COMMENTS

0% 1-10% 11-33% 34-66% 67%+

|FINE MANIPULATION | | |X | | |Typing, writing, thumbing papers. |

|GROSS MANIPULATION | | | | |X |Mail, faxes, paperwork, carts, supplies. |

|SIMPLE GRASP | | | | |X |Mail, paperwork, telephone, carts, supplies. |

|POWER GRASP |X | | | | | |

|SIMPLE HAND TWISTING |X | | | | | |

|POWER HAND TWISTING |X | | | | | |

|WRIST EXTENSION | | |X | | |Sorting mail. |

|WRIST FLEXION | | |X | | |Sorting mail. |

|SPEED REQUIREMENTS | | |X | | |Sorting mail. |

|OTHER |X | | | | | |

COMMENTS: Mail room duties require both hands to be used concurrently. Worker first looks through all the mail/thumbing papers, sorts the mail, and then delivers the mail by pushing a cart. Throughout this process, both hands are utilized. In addition, as the telephone rings and faxes come in, Worker must complete these tasks.

PHYSICAL DEMANDS

LIFT: NEVER INTER. OCCAS. FREQ. CONT. OBJECTS: LOWEST - HIGHEST

0% 1-10% 11-33% 34-66% 67+% POINT - POINT

| 0-10 POUNDS | | | |X | |Mail, supplies, paperwork, tickle desk duties; floor |

| | | | | | |to overhead occasionally and floor to waist |

| | | | | | |frequently. |

| 11-20 POUNDS | |X | | | |Boxes of paperwork and supplies; floor to waist. |

| 21-35 POUNDS |X | | | | | |

| 36-50 POUNDS |X | | | | | |

| 51-75 POUNDS |X | | | | | |

|76-100 POUNDS |X | | | | | |

| 100+ POUNDS |X | | | | | |

COMMENTS: If an item is in excess of 20 pounds, Workers can break it down.

CARRY: NEVER INTER. OCCAS. FREQ. CONT. MAXIMUM DISTANCE

0% 1-10% 11-33% 34-66% 67+% CARRIED

| 0-10 POUNDS | | | |X | |1 to 150 feet. |

| 11-20 POUNDS | |X | | | |1 to 150 feet. |

| 21-35 POUNDS |X | | | | | |

| 36-50 POUNDS |X | | | | | |

| 51-75 POUNDS |X | | | | | |

|76-100 POUNDS |X | | | | | |

| 100+ POUNDS |X | | | | | |

COMMENTS: None.

PUSH/PULL: NEVER INTER. OCCAS. FREQ. CONT. MAXIMUM DISTANCE

MAX. FORCE 0% 1-10% 11-33% 34-66% 67+% PUSHED/PULLED

| 0-10 POUNDS | | |X | | |Carts; 1 to 450 feet. Doors, file cabinets; 1 to 3 |

| | | | | | |feet. |

| 11-20 POUNDS |X | | | | | |

| 21-35 POUNDS |X | | | | | |

| 36-50 POUNDS |X | | | | | |

| 51-75 POUNDS |X | | | | | |

|76-100 POUNDS |X | | | | | |

| 100+ POUNDS |X | | | | | |

COMMENTS: None.

VISUAL ACUITY-SIGHT/SOUND

CONDITION NEVER INTER. OCCAS. FREQ. CONT. DESCRIPTION

0% 1-10% 11-33% 34-66% 67+%

|SEEING SMALL DETAIL | | | | |X |Computer print. |

|COLOR DISCRIMINATION | | | | |X |Color coded files. |

|VISUAL DISPLAYS | | | | |X |Computer, files, telephone. |

|AUDIBLE SIGNALS | | |X | | |Telephone, fax machine, reader boards. |

|ORAL DIRECTIONS | | | | |X |Supervisor, Co-Workers. |

|OTHER |X | | | | | |

COMMENTS: None.

WORKING CONDITIONS/ENVIRONMENTAL EXPOSURES

CONDITION NEVER INTER. OCCAS. FREQ. CONT. COMMENTS

0% 1-10% 11-33% 34-66% 67+%

|FLOOR SURFACE TYPES | | | | |X |Carpet, tile. |

|GROUND SURFACE TYPES |X | | | | | |

|SLIPPERY SURFACE |X | | | | | |

|WORK OUTSIDE |X | | | | | |

|WORK INSIDE | | | | |X |Office environment. |

|ELEVATIONS |X | | | | | |

|MOVING OBJECTS AND PARTS |X | | | | | |

|WETNESS- CLIMATIC & ENVIRONMENTAL |X | | | | | |

|TEMP. EXTREMES- CLIMATIC & |X | | | | | |

|ENVIRONMENTAL | | | | | | |

|CONFINED SPACES |X | | | | | |

|SPECIAL CLOTHING | | | | |X |Casual business attire. |

|SAFETY EQUIPMENT |X | | | | | |

|VIBRATION FROM EQUIPMENT, TOOLS, AND |X | | | | | |

|VEHICLES | | | | | | |

|USE OF SOLVENTS |X | | | | | |

|USE OF DETERGENT |X | | | | | |

|CHEMICAL CONTACT |X | | | | | |

|CHEMICAL INHALANT |X | | | | | |

|DUST OR PARTICLES |X | | | | | |

|OTHER |X | | | | | |

COMMENTS: None.

VOCATIONAL PROFILE: MAIL DESK

MOBILITY FACTORS

POSTURE/ MAXIMUM TOTAL POSITION FREQUENCY

MOVEMENTS CONSECUTIVE DAILY CHANGE OF

MIN/HRS HOURS OPTIONAL? ACTIVITIES

|SITTING |60 Minutes |7.5 Hours* |Yes |Continuous |

|STANDING |1 Minute |.25 Hour* |Yes |Intermittent |

|WALKING |2 Minutes |.25 Hour* |Yes |Intermittent |

|ON FEET |5 Minutes |.5 Hour* |Yes |Intermittent |

COMMENTS: *Sit/stand workstations are provided to each Worker. Based on this, Worker can sit/stand at will.

POSTURE REQUIREMENTS

ACTIVITY NEVER INTER. OCCAS. FREQ. CONT. FURTHER DESCRIPTION

0% 1-10% 11-33% 34-66% 67+%

|BALANCE ABOVE GROUND |X | | | | | |

|BEND TO WAIST | |X | | | |To file and reach file cabinets. |

|BEND TO KNEE | |X | | | |To file and reach file cabinets. |

|BEND TO FLOOR |X | | | | | |

|TWIST/ROTATE | |X | | | |To file, in swivel chair. |

|KNEEL |X | | | | | |

|SQUAT |X | | | | | |

|CRAWL |X | | | | | |

|CLIMB STAIRS |X | | | | | |

|CLIMB LADDER |X | | | | | |

|REACH (ARM EXTENDED) | | | | |X |To type, reach paperwork, to file, to answer |

| | | | | | |telephone, to operate mouse. |

|REACH (ABOVE SHOULDER) | |X* | | | |To file, to reach paperwork and supplies. |

|HANDLING | | | |X | |Paperwork. |

|GRASPING | | |X | | |Mouse, paperwork, pens, pencils. |

|FINGERING | | | |X | |To type, write. |

|FLEX/EXTEND WRIST | | |X | | |To write and operate 10-key. |

|FOOT CONTROLS |X | | | | | |

|OTHER |X | | | | | |

COMMENTS: *May use a step stool to limit overhead reaching.

UPPER EXTREMITIES

NECK: NEVER INTER. OCCAS. FREQ. CONT. COMMENTS

0% 1-10% 11-33% 34-66% 67%+

|FLEXION | | |X | | |Figuring billing. |

|EXTENSION |X | | | | | |

|ROTATION LEFT | |X | | | |Reaching for paperwork. |

|ROTATION RIGHT | |X | | | |Reaching for paperwork. |

|OTHER |X | | | | | |

COMMENTS: None.

DOMINANT HAND

RIGHT: NEVER INTER. OCCAS. FREQ. CONT. COMMENTS

0% 1-10% 11-33% 34-66% 67%+

|FINE MANIPULATION | | | |X | |Writing, typing. |

|GROSS MANIPULATION | | |X | | |Paperwork. |

|SIMPLE GRASP | | |X | | |Mouse, paperwork, pens, pencils. |

|POWER GRASP |X | | | | | |

|SIMPLE HAND TWISTING | |X | | | |Doors. |

|POWER HAND TWISTING |X | | | | | |

|WRIST EXTENSION | | |X | | |Writing, operating 10-key. |

|WRIST FLEXION | | |X | | |Writing, operating 10-key. |

|SPEED REQUIREMENTS | | |X | | |Answering telephones in call center. |

|OTHER |X | | | | | |

COMMENTS: Typing requires both hands to be used concurrently, as does completing paperwork. Writing and operating the 10-key are only completed with the dominant/right hand. In the call center, one is under time constraints for answering the telephones, thus there is a speed requirement involved.

NON-DOMINANT HAND

LEFT: NEVER INTER. OCCAS. FREQ. CONT. COMMENTS

0% 1-10% 11-33% 34-66% 67%+

|FINE MANIPULATION | | | |X | |Writing, typing. |

|GROSS MANIPULATION | | |X | | |Paperwork. |

|SIMPLE GRASP | | |X | | |Mouse, paperwork, pens, pencils. |

|POWER GRASP |X | | | | | |

|SIMPLE HAND TWISTING |X | | | | | |

|POWER HAND TWISTING |X | | | | | |

|WRIST EXTENSION |X | | | | | |

|WRIST FLEXION |X | | | | | |

|SPEED REQUIREMENTS | | |X | | |Answering telephones in call center. |

|OTHER |X | | | | | |

COMMENTS: Typing requires both hands to be used concurrently, as does completing paperwork. Writing and operating the 10-key are only completed with the dominant/right hand. In the call center, one is under time constraints for answering the telephones, thus there is a speed requirement involved.

PHYSICAL DEMANDS

LIFT: NEVER INTER. OCCAS. FREQ. CONT. OBJECTS: LOWEST - HIGHEST

0% 1-10% 11-33% 34-66% 67+% POINT - POINT

| 0-5 POUNDS | | | |X | |Paperwork, manuals; waist to overhead intermittently |

| | | | | | |and waist to waist frequently. |

| 6-10 POUNDS | |X | | | |Manuals, MSA; waist to overhead. |

| 11-35 POUNDS |X | | | | | |

| 36-50 POUNDS |X | | | | | |

| 51-75 POUNDS |X | | | | | |

|76-100 POUNDS |X | | | | | |

| 100+ POUNDS |X | | | | | |

COMMENTS: None.

CARRY: NEVER INTER. OCCAS. FREQ. CONT. MAXIMUM DISTANCE

0% 1-10% 11-33% 34-66% 67+% CARRIED

| 0-5 POUNDS | |X | | | |1 to 30 feet. |

| 6-10 POUNDS | |X | | | |1 to 30 feet. |

| 11-35 POUNDS |X | | | | | |

| 36-50 POUNDS |X | | | | | |

| 51-75 POUNDS |X | | | | | |

|76-100 POUNDS |X | | | | | |

| 100+ POUNDS |X | | | | | |

COMMENTS: None.

PUSH/PULL: NEVER INTER. OCCAS. FREQ. CONT. MAXIMUM DISTANCE

MAX. FORCE 0% 1-10% 11-33% 34-66% 67+% PUSHED/PULLED

| 0-5 POUNDS | |X | | | |File cabinets, doors; 1 to 3 feet. |

| 6-10 POUNDS |X | | | | | |

| 11-35 POUNDS |X | | | | | |

| 36-50 POUNDS |X | | | | | |

| 51-75 POUNDS |X | | | | | |

|76-100 POUNDS |X | | | | | |

| 100+ POUNDS |X | | | | | |

COMMENTS: None.

VISUAL ACUITY-SIGHT/SOUND

CONDITION NEVER INTER. OCCAS. FREQ. CONT. DESCRIPTION

0% 1-10% 11-33% 34-66% 67+%

|SEEING SMALL DETAIL | | | | |X |Computer print. |

|COLOR DISCRIMINATION |X | | | | | |

|VISUAL DISPLAYS | |X | | | |Maps, computer. |

|AUDIBLE SIGNALS | | | |X | |Telephone. |

|ORAL DIRECTIONS | | | | |X |Supervisor, Co-workers, customers. |

|OTHER |X | | | | | |

COMMENTS: None.

WORKING CONDITIONS/ENVIRONMENTAL EXPOSURES

CONDITION NEVER INTER. OCCAS. FREQ. CONT. COMMENTS

0% 1-10% 11-33% 34-66% 67+%

|FLOOR SURFACE TYPES | | | | |X |Carpet, tile. |

|GROUND SURFACE TYPES |X | | | | | |

|SLIPPERY SURFACE |X | | | | | |

|WORK OUTSIDE |X | | | | | |

|WORK INSIDE | | | | |X |Office environment. |

|ELEVATIONS |X | | | | | |

|MOVING OBJECTS AND PARTS |X | | | | | |

|WETNESS- CLIMATIC & ENVIRONMENTAL |X | | | | | |

|TEMP. EXTREMES- CLIMATIC & |X | | | | | |

|ENVIRONMENTAL | | | | | | |

|CONFINED SPACES |X | | | | | |

|SPECIAL CLOTHING | | | | |X |Casual business attire. |

|SAFETY EQUIPMENT |X | | | | | |

|VIBRATION FROM EQUIPMENT, TOOLS, AND |X | | | | | |

|VEHICLES | | | | | | |

|USE OF SOLVENTS |X | | | | | |

|USE OF DETERGENT |X | | | | | |

|CHEMICAL CONTACT |X | | | | | |

|CHEMICAL INHALANT |X | | | | | |

|DUST OR PARTICLES |X | | | | | |

|OTHER |X | | | | | |

COMMENTS: None.

REASONABLE ACCOMMODATIONS/ACCESSIBILITY- JOB modifications (per employer):

To be worked out between the employer and employee.

The description of this job is based on the above activities. The physical activities a worker performs at any job may change, and this analysis does not attempt to describe unusual circumstances which may occur at this job. This analysis describes the usual and customary job activities as presented to the analyst by the above-referenced sources.

Employer's Signature: Date:

Mark Bowman

PSE Director of Labor Relations

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Analyst's Signature: Date:

Vickie Hoover

PHYSICIAN'S STATEMENT

INITIAL ONE:

Worker's Name

RELEASED TO PERFORM THIS JOB.

* NOT RELEASED TO PERFORM THIS JOB EVER.

RELEASED TO PERFORM THIS JOB WITH TEMPORARY

RESTRICTIONS IN PLACE UNTIL NOTED BELOW.

** RELEASED TO PERFORM THIS JOB WITH PERMANENT RESTRICTION NOTED BELOW.

Date Worker is released to begin this job.

Date

Note: If "CAN" is checked above, the physician's signature indicates the Worker is released to return to work for the job identified on this Job Analysis effective the date of physician's signature unless otherwise noted.

Physician's Signature: Date:

*Comments, If Disapproved, please give reasons:

**if restrictions/limitations are necessary, please describe:

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