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Receptionists and Information Clerks

THE JOB

Initial impressions count for a lot in business-a friendly greeting over 
the phone or at a receptionist's desk can turn a visitor into a customer.  
RECEPTIONISTS AND INFORMATION CLERKS help enhance the public's impression 
of a business by providing efficient, courteous and personalized service to 
the public.  They give information by telephone or personal contact and 
direct and control the flow of clients or visitors to their destinations.

Knowledge of the company products or services and staff is of paramount 
importance.  Receptionists and Information Clerks often have special 
references such as price lists or appointment schedules at hand.  They can 
either answer simple questions about their company's products, or refer 
more complicated questions to other company personnel.  Their tasks vary 
with the individual employer and the size and type of business.

Receptionists and Information Clerks usually record the names of callers, 
time of call, nature of business and name of person visited, and may use a 
public address system to page employees.  They may act as guides or furnish 
identification badges and security escorts to visitors at government 
agencies or businesses subject to internal security.  Receptionists 
schedule future appointments and give information about services and 
products.  They operate small telephone consoles to answer incoming calls 
and dial outgoing calls; they assist clients in completing difficult calls 
and in locating parties.  They collect and distribute telephone messages.

When not occupied with telephone calls and visitors, Receptionists and 
Information Clerks perform clerical duties.  They may operate calculators 
or computers to figures pay records, invoices, balance sheets and other 
documents and perform statistical, financial and other record-keeping 
functions.  They open, sort and distribute incoming mail and prepare 
outgoing mail.  They may type letters and reports, address envelopes, cards 
and labels, file correspondence and documents and locate and remove 
materials from files.  They may take orders for merchandise or materials 
and send them to the proper departments to be filled.


WORKING CONDITIONS

Receptionists generally work in well-furnished, and well-lit, air-
conditioned offices but sometimes their work stations are located in small 
quarters in industrial plants or office trailers.  The work is mainly 
sedentary but may involve some bending, standing or walking.

Job duties are not hazardous or physically strenuous.  However, the work is 
sometimes performed under pressure when a heavy flow of incoming calls or 
stress of deadlines occurs.


EMPLOYMENT OUTLOOK

The following information is from the California Projections of Employment 
published by the Labor Market Information Division.

Estimated number of workers in 1993              126,450
Estimated number of workers in 2005              183,990
Projected Growth 1993-2005                           46%
Estimated openings due to separations by 2005     35,260

(These figures do not include self-employment or openings due to turnover.)

Approximately 126,000 Receptionists and Information Clerks were employed in 
California in 1993.  About 57,000 more workers are expected to be employed 
by 2005.  Employment in this group of workers is expected to grow faster 
than the average for all occupations during the projection period.  Many 
additional openings will result from workers leaving the occupation.

People-oriented workers with excellent clerical skills, computer knowledge, 
versatility, and the ability to quickly understand business terminology 
will have the best job prospects.


WAGES, HOURS, AND FRINGE BENEFITS

Salaries for Receptionists and Information Clerks depend on experience, 
length of service, clerical skills, and degree of responsibility.  Wages 
vary from one geographical area to another and from industry to industry.  
Entry-level workers can expect an average salary of between $5.75 to $8.00 
hourly; new hires with experience average $6.25 to $10.00 an hour.  
Receptionists and Information Clerks with more than three years with the 
same employer can average $7.25 to $12.00 per hour.  Employees who work in 
larger firms in metropolitan areas tend to earn the highest wages.

Most Receptionists work 40 hours weekly, Monday through Friday.  Some work 
a 33- to 35-hour week; others may work irregular hours and on Saturdays, 
Sundays and holidays.  Overtime work is not common. Fringe benefits vary 
from one establishment to another. Most companies and all government 
agencies offer paid sick leave, vacation, holidays, retirement plans, and 
medical and dental benefits.  Some employers provide life insurance and 
vision care plans.


ENTRANCE REQUIREMENTS AND TRAINING

Employers prefer applicants with at least a high school diploma.  
Applicants should be able to type 40 or more words per minute accurately, 
and be able to operate calculators, computers, and duplicating machines.  
Applicants need a pleasant personality and the ability to work well with 
others.  A well-groomed, business-like appearance, clear speaking voice and 
good judgment are important.  Receptionists and Information Clerks should 
be able to work independently and under pressure, and have good public 
contact skills and legible handwriting.  Familiarity with word processors 
or personal computers is now almost always a job requirement.  Normal or 
corrected hearing is essential.

Many schools and colleges offer training in the skills required for 
clerical occupations.  Some schools give certificates or diplomas to those 
who satisfactorily complete training programs.  Students can sometimes gain 
experience by working part-time as office Receptionists or Information 
Clerks.  Cooperative work-study programs in high schools and community 
colleges provide excellent opportunities that may lead to full-time jobs 
after graduation.  Students should contact their school counselors to 
inquire about such programs.

Receptionists and Information Clerks are given on-the-job training by 
employers regardless of educational preparation, because each business has 
its own policies and procedures to be followed in reception and clerical 
operations.  Job training can last a few hours, days, or weeks.


ADVANCEMENT

Promotional opportunities for Receptionists are often limited.  With 
additional training and experience, they can advance to typist, secretary, 
or administrative assistant.  Receptionists in dental or medical facilities 
can sometimes learn the duties of dental or medical assistant and move into 
these positions.  Larger employers may offer more promotional opportunities.


FINDING THE JOB

Workforce Services Offices of the California Employment Development Department are 
excellent places to start looking for a job.  Persons interested in 
government employment should apply at federal, state, city and county 
personnel offices.  Many schools operate placement centers for their 
graduates.  Jobs may be found through registration with temporary 
employment agencies, direct contact with employers and through classified 
advertisements in newspapers and trade publications.


RELATED OCCUPATIONAL GUIDES

Typists                                       No.  20
Clerks, General Office                        No. 295
Hospital Admitting Managers and Clerks        No. 409

OCCUPATIONAL CODE REFERENCES

DOT (Dictionary of Occupational Titles, 4th Ed. 1991)
Appointment Clerk                         237.367-010
Information Clerk                         237.367-022
Receptionist                              237.367-038

OES (Occupational Employment Statistics) System
Receptionists and Information Clerks           553050


Source:  State of California, Employment Development Department,
         Labor Market Information Division, Information Services Group,
         (916) 262-2162