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Airline passenger, baggage and ticket agents

OaSIS code 64312.01

Airline passenger, baggage and ticket agents issue tickets, provide fare quotations, make reservations, conduct passenger check-in, trace missing baggage, arrange for cargo shipments and provide related customer services to assist airline passengers.

Overview

Also known as

Airline baggage agent
Airline passenger agent
Airline ticket agent
Client service representative - airline

Main duties

This group performs some or all of the following duties:

Help customers plan travel time and routes, prepare and issue tickets, assign seats, prepare boarding passes, check baggage, attend boarding gates
Assist pre-boarding passengers and provide information on fares and flight schedules and routes
Trace lost, delayed or misdirected baggage for customers.

Additional information

Depending on the size of the airline or airport, the duties of workers in this unit group may overlap.
Progression to supervisory positions is possible with experience.

Similar occupations classified elsewhere

Exclusions:

Accommodation, travel, tourism and related services supervisors (62022)
Travel counsellors (64310)
Ground and water transport ticket agents, cargo service representatives and related clerks (64313)
Baggage handler (in 65210.03 Facilities workers)

Skills match:

View occupations with similar skills and abilities requirements

NOC hierarchy breakdown

NOC version

NOC 2021 Version 1.0

Broad occupational category

6 – Sales and service occupations

TEER

4 – Occupations usually require a secondary school diploma; or several weeks of on-the-job training

Major group

64 – Sales and service representatives and other customer and personal services occupations

Sub-major group

643 – Occupations in food, accommodation and tourism

Minor group

6431 – Occupations in travel and accommodation

Unit group

64312 – Airline ticket and service agents

Occupational profile

64312.01 – Airline passenger, baggage and ticket agents

Work characteristics

Work characteristics gathers the various components describing the work environment of each occupation, such as employers, work activities, and the work context. Each category displays up to 10 descriptors in descending order based, firstly, on their attributed ratings by the level of complexity (for Work Activities) or other measurement dimensions (for Work Context), and secondly, in alphabetical order. The whole list of descriptors and their ratings can be expanded at the bottom of each page.

Work Activities

Proficiency or complexity level

Applying New Knowledge

3 - Moderate Level

Clerical Activities

3 - Moderate Level

Communicating with Persons Outside Organization

3 - Moderate Level

Establishing and Maintaining Interpersonal Relationships

3 - Moderate Level

Inspecting Equipment, Structures, or Material

3 - Moderate Level

Work Activities

General types of work-related activities.

Applying New Knowledge

Keep up-to-date on relevant theorical and technical knowledge and apply them at work.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Clerical Activities

Entering, transcribing, recording, storing, or maintaining all types of information in written or electronic form.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Communicating with Persons Outside Organization

Sharing or exchanging information with people outside the organization, representing the organization to customers, the public, government or other external sources.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Establishing and Maintaining Interpersonal Relationships

Developing respectful, constructive, and cooperative working relationships with others, and maintaining them over time.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Inspecting Equipment, Structures, or Material

Inspecting equipment, structures, or material to identify the cause of errors, problems or defects.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Controlling Machines and Processes

Using mechanisms or physical activity to control the operation of machines or processes (excluding computers or vehicles).

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Developing Objectives and Strategies

Define and establish medium to long-term objectives, and determine strategies and actions to achieve them.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Electronic Maintenance

Servicing, repairing, calibrating, regulating, fine-tuning, or testing machines, devices, and equipment that operate on electrical or electronic principles.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Mechanical Maintenance

Servicing, repairing, adjusting, or testing machines, devices, moving parts, and equipment that operate on mechanical principles.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Operating Vehicles, Mechanized Devices, or Equipment

Manoeuvring, navigating, or driving vehicles or mechanized equipment, such as forklifts, passenger vehicles, aircraft, or watercraft.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Thinking Creatively

Generating innovative or creative ideas to develop or design new application, products, including artistic contributions.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Interacting with Computers

Using computers and computer systems (including hardware and software), and equipment with digital interface to program, write software, set up functions, enter data, process information, or control machines.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Monitoring Processes, Materials, or Surroundings

Tracking and reviewing information from materials, events, or the environment to detect or assess problems and progress.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Performing for or Working Directly with the Public

Working or interacting directly with the public or performing for public audiences.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Processing Information

Compiling, categorizing, tabulating, auditing, or verifying information or data.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Resolving Conflicts and Negotiating with Others

Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Analyzing Data or Information

Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Assisting and Caring for Others

Providing personal assistance, medical attention, emotional support, or other care to customers, clients, or patients.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Coordinating the Work and Activities of Others

Getting members of a group to work together to accomplish tasks.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Estimating the Quantifiable Characteristics

Estimating cost, resources or materials needed to perform a work activity.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Evaluating Information to Determine Compliance

Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations or standards.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Getting Information

Observing, receiving, or obtaining information from all relevant sources.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Handling and Moving Objects

Using hands and arms to install, fabricate and, repair objects; or to move or manipulate objects and materials (excluding construction occupations).

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Identifying Objects, Actions, and Events

Identifying information by categorizing, recognizing differences or similarities, measuring, investigating, and detecting changes in circumstances or events.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Interpreting the Meaning of Information for Others

Translating or explaining what information means and how it can be used.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Making Decisions

Choose the best solution based on the analysis of information and the evaluation of potential results.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Performing General Physical Activities

Performing physical activities that require use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling materials.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Planning and Organizing

Developing specific goals and plans to prioritize and organize tasks to get the work done.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Providing Consultation and Advice

Providing guidance and expert advice to management or other groups on technical, systems, or process related topics.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Selling or Influencing Others

Convincing others to buy goods or services, or to change their minds or actions.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Team Building

Encouraging and building mutual trust, respect, and cooperation among team members.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Training and Teaching

Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Coaching and Developing Others

Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Communicating with Coworkers

Sharing or providing information or advice to management, supervisors, co-workers and subordinates on work related topics.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Developing Technical Instructions

Providing documentation, detailed instructions, drawings, or specifications to tell others about how devices, parts, equipment, or structures are to be fabricated, constructed, assembled, modified, maintained, or used.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Judging Quality

Assessing the value, importance or quality of materials, products, services or people.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Managing Resources

Determining, acquiring, monitoring and controlling any kind of resources and overseeing the spending of money.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Scheduling Work and Activities

Scheduling events, programs, and activities, as well as the work of others.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Staffing

Recruiting, interviewing, selecting, hiring, and promoting employees in an organization (excluding non-recruitment interviews).

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Supervising Subordinates

Provide guidance and direction to subordinates, including the establishment of work outcomes for performance monitoring.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Work Context

Structural Job Characteristics

Structured versus Unstructured Work

Degree of freedom to determine tasks and priorities

2 - Low amount of freedom

Work Week Duration

Worked hours in a typical week

1 - Less than 35 hours

Physical Work Environment

Physical Proximity

Physical distance from others

4 - Close (at arm’s length)

Physical Demands

Sitting

Duration

3 - About half the time

Standing

Duration

3 - About half the time

Bending or Twisting the Body

Duration

1 - Very little time

Interpersonal Relations

Contact with Others

Frequency

5 - Every day, almost continuously

Duration

5 - All the time, or almost all the time

Work with Work Group or Team

Importance

2 - Somewhat important

Frequency

4 - Every day, a few times per day

Structural Job Characteristics

The components that define the structural aspect of the job.

Structured versus Unstructured Work

The extent to which the job is structured for the worker, rather than allowing the worker to determine tasks, priorities, and goals.

Degree of freedom to determine tasks and priorities

2 - Low amount of freedom

1 - Very low amount of freedom
2 - Low amount of freedom
3 - Moderate amount of freedom
4 - High amount of freedom
5 - Very high amount of freedom

Work Week Duration

Number of hours typically worked over a period of 7 days.

Worked hours in a typical week

1 - Less than 35 hours

1 - Less than 35 hours
2 - Between 35 to 40 hours
3 - More than 40 hours

Automation

The job requires operation, manipulation or handling of automated systems, processes or machines.

Degree of automation

1 - Slightly automated

1 - Slightly automated
2 - Moderately automated
3 - Highly automated

Competition

The job requires to compete against co-workers or to be aware of competitive pressure between them or between businesses within the same industry.

Degree of competition

2 - Somewhat competitive

1 - Minimally competitive
2 - Somewhat competitive
3 - Moderately competitive
4 - Highly competitive
5 - Extremely competitive

Consequence of Error

The impact on outcomes of a mistake, which was not readily correctable, made by the worker.

Degree of consequence of error

2 - Somewhat serious (bodily injury or damage to property)

1 - Minimally serious (significant inconvenience)
2 - Somewhat serious (bodily injury or damage to property)
3 - Serious (bodily injury or damage to property)
4 - Very serious (bodily injury or damage to property)
5 - Extremely serious (life and death)

Freedom to Make Decisions

The job allows the worker to make decisions without supervision.

Degree of freedom to make decisions

3 - Moderate amount of

1 - Very low amount of freedom
2 - Low amount of freedom
3 - Moderate amount of
4 - High amount of freedom
5 - Very high amount of freedom

Frequency of Decision Making

The job requires the worker to make decisions that affect other people, the financial resources, and/or the image and reputation of the organization.

Frequency

4 - Every day, a few times per day

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Impact of Decisions

The impact on the organization or colleagues of the decisions made by the worker (a decision should be understood as a conclusion or resolution reached after consideration).

Degree of impact

3 - Moderate impact

1 - Extremely low impact
2 - Low impact
3 - Moderate impact
4 - High impact
5 - Extremely high impact

Pace Determined by Speed of Equipment

The job requires maintaining pace with the speed of the equipment, machines, or computers. This does not refer to always being occupied while in the position.

Importance

1 - Minimally important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Precision

The job requires the worker to be exact or accurate.

Importance

3 - Important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Tasks Repetition

The job requires repetitive tasks in the performance of work.

Importance

4 - Highly important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Time Pressure

The job requires working under pressure, meeting strict deadlines or dealing with competing priorities.

Frequency

4 - Every day, a few times per day

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Importance

4 - Highly important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Type of Work Schedules

The type of schedule usually required for the job.

Work schedule

1 - Regular (established routine set schedule)

1 - Regular (established routine set schedule)
2 - Irregular (changes with weather conditions, production demands, or contracts duration)
3 - Seasonal (only during certain times of the year)

Physical Work Environment

The physical surroundings in which the worker performs their job.

Physical Proximity

The job requires performing tasks while being physically close to other people.

Physical distance from others

4 - Close (at arm’s length)

1 - Work with others but not closely (beyond 100 ft.)
2 - Minimally close (Less than 100 ft.)
3 - Somewhat close (e.g. share office)
4 - Close (at arm’s length)
5 - Physically touching or very close

Biological Agents

The job requires being exposed to bacteria, viruses and fungi that may cause illness due to direct or indirect contact.

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Cramped Work Space, Awkward Positions

The job requires working in confined space that requires getting into uncomfortable positions.

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Dangerous Chemical Substances

The job requires being exposed to contaminants, such as pollutants, gases or dust, through inhalation, ingestion, or contact with skin.

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Extreme Temperatures

The job requires being exposed to very hot (above 32.2 °C) or very cold (below 0 °C) temperatures.

Frequency

1 - Once a year or more but not every month

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Extremely Bright or Inadequate Lighting

The job requires working in extremely bright or inadequate lighting conditions.

Frequency

1 - Once a year or more but not every month

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Hazardous Conditions

The job requires being exposed to conditions that involves risks of accidents such as high voltage electricity, flammable material, or explosives.

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Hazardous Equipment, Machinery, Tools

The job requires working near or with equipment, instruments, machinery, or power/hand tools that may be a potential source of accident or injury.

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

High Places

The job requires being exposed to elevated places such as poles, scaffolding, catwalks, or ladders longer than two meters in length.

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

In an Enclosed Vehicle or Equipment

The job requires working in a closed vehicle or equipment (e.g., car, truck or heavy equipment).

Duration

0 – Not applicable

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

In an Open Vehicle or Equipment

The job requires working in an open vehicle or equipment (e.g., tractor).

Duration

0 – Not applicable

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Indoors, Environmentally Controlled

The job requires working inside a building with controlled temperature and humidity conditions.

Duration

5 - All the time, or almost all the time

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Frequency

5 - Every day, almost continuously

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Indoors, Not Environmentally Controlled

The job requires working inside a building where the temperature and humidity are not controlled (e.g., warehouse without heat).

Duration

0 – Not applicable

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Outside, Exposed to Weather

The job requires working outdoors and being subject to variations in weather conditions and seasonal weather patterns.

Duration

1 - Very little time

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Frequency

2 - Once a month or more but not every week

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Outside, Under Cover

The job requires working outdoors, protected from variations in weather conditions and seasonal weather patterns by a covered space (e.g., structure with roof but no walls).

Duration

0 – Not applicable

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Radiation

The job requires being exposed to ionizing radiation such as X-rays and radioactive substances or non-ionizing radiation such as radio frequencies and infrared, ultraviolet or visible light that may affect health adversely.

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Skin Injury

The job requires being exposed to the risks of minor burns, cuts, bites, or stings.

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Sound and Noise

The job requires being exposed to sound and noise levels that are distracting or uncomfortable, regardless of the equipment used by the workers.

Duration

3 - About half the time

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Frequency

3 - Once a week or more but not every day

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Specialized Safety Equipment

The job requires wearing specialized protective or safety equipment such as breathing apparatus, safety harness, full protection suits, or radiation protection.

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Standard Safety Equipment

The job requires wearing common protective or safety equipment such as safety shoes, glasses, gloves, hard hats, or life jackets.

Frequency

2 - Once a month or more but not every week

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Vibration

The job requires being exposed to oscillating or quivering motion of the body while performing tasks.

Frequency

0 – Not applicable

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Physical Demands

The physical activities the job requires the worker to do.

Sitting

The job requires being in a position where the body weight is supported by the buttocks.

Duration

3 - About half the time

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Standing

The job requires maintaining an upright position supported by one’s feet.

Duration

3 - About half the time

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Bending or Twisting the Body

The job requires leaning forwards or backwards or moving the body torsionally.

Duration

1 - Very little time

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Climbing

The job requires going up and down ladders, scaffolds, or poles.

Duration

0 – Not applicable

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Handling Material Manually

The job requires using your hands to handle, control, or feel objects, tools, or controls (excluding mouse and keyboard).

Duration

3 - About half the time

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Keeping or Regaining Balance

The job requires maintaining your body in a steady position or recovering balance.

Duration

1 - Very little time

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Making Repetitive Motions

The job requires repeating the same movement.

Duration

3 - About half the time

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Walking and Running

The job requires lifting and setting down each foot in turn in order to move forward at a certain pace.

Duration

3 - About half the time

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Interpersonal Relations

The human interactions required to perform the job.

Contact with Others

The job requires being in contact with others (face-to-face, by telephone, or otherwise) to perform tasks.

Duration

5 - All the time, or almost all the time

1 - Very little time
2 - Less than half the time
3 - About half the time
4 - More than half the time
5 - All the time, or almost all the time

Frequency

5 - Every day, almost continuously

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Work with Work Group or Team

The job requires working with others in a group or team.

Frequency

4 - Every day, a few times per day

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Importance

2 - Somewhat important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Conflict Situations

The job requires being confronted with disputes or disagreements with or between customers, employees, or other parties.

Frequency

3 - Once a week or more but not every day

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Coordinating or Leading Others

The job requires providing guidance or direction to co-workers or subordinates in accomplishing work activities.

Importance

3 - Important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Deal With External Customers

The job requires working with members outside of the organization, including clients and the public.

Importance

5 - Extremely important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Deal with Physically Aggressive People

The job requires dealing with individuals that have violent behaviour.

Frequency

1 - Once a year or more but not every month

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Dealing With Unpleasant or Angry People

The job requires dealing with disagreeable, furious, or discourteous individuals.

Frequency

3 - Once a week or more but not every day

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Electronic Mail

The job requires the use of an electronic communication device to send and receive messages.

Frequency

2 - Once a month or more but not every week

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Face-to-Face Discussions

The job requires having in-person discussions with individuals or teams.

Frequency

5 - Every day, almost continuously

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Public Speaking

The job requires delivering speeches to an audience (a minimum of five persons).

Frequency

2 - Once a month or more but not every week

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Responsibility for Outcomes and Results of Other Workers

The job requires assuming the responsibility for the end product and effects of other workers’ work.

Degree of responsibility

2 - Low responsibility

1 - Very low responsibility
2 - Low responsibility
3 - Moderate responsibility
4 - High responsibility
5 - Very high responsibility

Responsible for Others' Health and Safety

The job requires ensuring the health, safety and security of others.

Degree of responsibility

2 - Low responsibility

1 - Very low responsibility
2 - Low responsibility
3 - Moderate responsibility
4 - High responsibility
5 - Very high responsibility

Telephone

The job requires communicating with others by using a telephone or hand-held radios.

Frequency

4 - Every day, a few times per day

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Written Communications

The job requires producing administrative or creative written communications.

Frequency

1 - Once a year or more but not every month

1 - Once a year or more but not every month
2 - Once a month or more but not every week
3 - Once a week or more but not every day
4 - Every day, a few times per day
5 - Every day, almost continuously

Workplaces/employers

Airline companies

Skills and abilities

This section displays the various competencies required for an occupation. Each category displays up to 10 descriptors in descending order based, firstly, on their attributed ratings by the level of proficiency (for Skills and Abilities) or importance (for Personal Attributes) and secondly, in alphabetical order. The whole list of descriptors and their ratings can be expanded at the bottom of each page.

Abilities

Proficiency or complexity level

Auditory Attention

3 - Moderate Level

Speech Clarity

3 - Moderate Level

Speech Recognition

3 - Moderate Level

Verbal Ability

3 - Moderate Level

Arm-Hand Steadiness

2 - Low Level

Skills

Proficiency or complexity level

Social Perceptiveness

3 - Moderate Level

Coordinating

2 - Low Level

Evaluation

2 - Low Level

Instructing

2 - Low Level

Learning and Teaching Strategies

2 - Low Level

Personal Attributes

Importance

Collaboration

5 - Extremely important

Adaptability

4 - Highly important

Attention to Detail

4 - Highly important

Concern for Others

4 - Highly important

Independence

4 - Highly important

Abilities

Innate and developed aptitudes that facilitate the acquisition of knowledge and skills to carry out expected work.

Auditory Attention

The ability to give full attention on a single source of sound in the presence of other distracting sounds.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Speech Clarity

The ability to articulate and pronounce words clearly, so others can understand you when you speak.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Speech Recognition

The ability to identify and understand the speech of another person.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Verbal Ability

The ability to understand the meaning, precise use, associated ideas, and relationships of spoken words; and to use them in the proper context when presenting information or ideas.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Arm-Hand Steadiness

The ability to keep your hand and arm steady while moving or holding them in one position.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Multi-Signal Response

The ability to choose quickly between one or more movements with the hand, finger, or foot in response to the appearance of two or more different signals such as lights, sounds, or images.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Night Vision

The ability to see under low light conditions.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Peripheral Vision

The ability to see objects, people, or their movement in the peripheral field of vision when looking ahead.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Sound Localization

The ability to identify the direction, origin and distance from which a sound comes.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Categorization Flexibility

The ability to generate or use different sets of rules for combining or grouping things in different ways.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Deductive Reasoning

The ability to apply general rules to produce logical answers for specific problems.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Dynamic Strength

The ability to exert muscle force repeatedly or continuously over time. This involves muscular endurance and resistance to muscle fatigue.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Far Vision

The ability to see details of objects and people at a distance.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Finger Dexterity

The ability to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble small objects.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Fluency of Ideas

The ability to come up with multiple ideas about a topic.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Gross Body Coordination

The ability to coordinate the movement of your arms, legs, and torso together when the whole body is in motion.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Hearing Sensitivity

The ability to detect or distinguish the differences between sounds in terms of pitch and volume.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Inductive Reasoning

The ability to combine pieces of information to form general rules or conclusions, which includes finding a relationship among seemingly unrelated events.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Information Ordering

The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Manual Dexterity

The ability to move your hand, your hand together with your arm, or your two hands to grasp, manipulate, or assemble objects or tools.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Mathematical Reasoning

The ability to choose the right mathematical methods or formulas to solve a problem.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Memorizing

The ability to remember information such as words, numbers, pictures, or procedures.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Multi-Limb Coordination

The ability to coordinate two or more limbs, such as two arms, two legs, or one leg and one arm, while sitting, standing, or lying down. It does not involve performing the activities while the whole body is in motion.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Multitasking

The ability to shift back and forth between two or more activities or sources of information during the same time period (such as speech, sounds, touch, or other sources).

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Pattern Identification

The ability to identify or detect a known pattern such as a figure, object, word, or sound that is hidden in other information or material.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Pattern Organization Speed

The ability to quickly combine and organize information into meaningful patterns.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Problem Identification

The ability to identify an existing or potential problem. It is not about solving the problem, but only about recognizing its presence.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Reaction Time

The ability to respond quickly with one or more limbs to a stimulus such as noise, light or image.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Selective Attention

The ability to concentrate on a task over a period of time without being distracted.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Stamina

The ability to perform intense physical activities over long periods without becoming winded or out of breath.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Static Strength

The ability to exert muscle force to lift, push, pull, carry, or transfer objects.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Trunk Strength

The ability to exert your abdominal and lower back muscles to support part of the body repeatedly or continuously over time without "giving out" or fatiguing.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Written Comprehension

The ability to read and understand information and ideas presented in written form.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Written Expression

The ability to communicate information and ideas in writing and adapting the writing style to the audience so that they can understand.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Body Flexibility

The ability to bend, stretch, twist, or reach with your body, arms, and/or legs.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Colour Perception

The ability to match or detect differences or similarities between colours, including shades of colour and brightness.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Control of Settings

The ability to adjust the controls of a machine or a vehicle to exact positions.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Depth Perception

The ability to discern which of several objects is closer or farther away from you, or to estimate the distance between you and an object.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Explosive Strength

The ability to exert short bursts of muscle force to propel oneself (as in jumping or sprinting), to throw an object, or to apply force with a tool.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Finger-Hand-Wrist Motion

The ability to make fast, simple, and repeated movements of the fingers, hands, and wrists.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Glare Tolerance

The ability to see objects or people, in the presence of glare or bright lighting.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Gross Body Equilibrium

The ability to keep or regain your body balance or stay upright when in an unstable position.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Near Vision

The ability to see details at close range.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Numerical Ability

The ability to carry out arithmetical processes accurately such as addition, subtraction, multiplication or division.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Perceptual Speed

The ability to compare, quickly and accurately, similarities and differences among sets of letters, numbers, objects, pictures, or patterns. The things to be compared may be presented at the same time, one after the other, or with a remembered object.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Rate Control

The ability to time your movements or the movement of a piece of equipment in anticipation of changes in the speed and/or direction of a moving object.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Spatial Orientation

The ability to know your location in relation to the environment or know where objects are in relation to you.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Spatial Visualization

The ability to think visually about geometric forms, comprehend the two-dimensional representation of three-dimensional objects and recognize the relationships resulting from the movement of objects in space.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Speed of Limb Movement

The ability to quickly move the arms and legs.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Skills

Developed capabilities that an individual must have to be effective in a job, role, function, task or duty.

Social Perceptiveness

The capability to be aware of others' reactions, unspoken communication, body language cues and feelings and discern the reasons behind their behaviours.

Proficiency or complexity level

3 - Moderate Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Coordinating

The capability to organize people or groups by adjusting activities in relation to others' activities so that they work effectively as a whole.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Evaluation

The capability to systematically assess products, services or processes using measurable indicators with the goal of ensuring or improving performance.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Instructing

The capability to teach others knowledge, or how to do something.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Learning and Teaching Strategies

The capability to select and use training/instructional methods and procedures appropriate for the situation when learning or teaching new things.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Digital Production

The capacity to design, develop, adapt, or integrate hardware, software applications, electronic devices or digital technologies while adhering to cybersecurity standards.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Equipment and Tool Selection

The capability to choose between two or more types of tools, equipment or, machinery to perform a job.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Management of Financial Resources

The capability to plan, organize, direct, control or monitor financial resources and activities and account for the use of theses resources to ensure their utilization are conform to the objectives and purposes.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Preventative Maintenance

The capability to perform maintenance on equipment, devices, building or machinery to keep them in functional and to prevent damage or failures.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Product Design

The capacity to design and develop layouts for the construction of objects, equipment, machinery, structures, or engineering systems (excluding software and hardware).

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Repairing

The capability to replace, restore or adjust defective or deficient components in equipment, machines, and technical systems and test for function, appearance, operation and safety.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Setting Up

The capability to set up, adjust, install and assemble equipment, machines, parts or to prepare them for their functioning and use.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Troubleshooting

The capability to determine causes of operating errors in equipment, machinery, or technological systems and decide how to resolve the issues.

Proficiency or complexity level

0 – Not applicable

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Management of Personnel Resources

The capability to recruit, train, motivate, develop and direct employees, identify the best person for the tasks to be performed and establish their work objectives in relation to the objectives of the organization.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Monitoring

The capability to monitor and assess the performance of yourself, other individuals or the organization to make improvements or take corrective action.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Negotiating

The capability to participate in, or facilitate communication between parties, in order to resolve differences, and reach a mutually acceptable or viable agreement.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Numeracy

The capability to understand, use and report numbers and other mathematical information presented through words, numbers, symbols, and graphics.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Oral Communication: Active Listening

The capability to give full attention to what other people are saying, take time to understand the points being made, ask questions as appropriate, and not interrupt at inappropriate times.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Oral Communication: Oral Comprehension

The capability to listen to and understand information and ideas presented through spoken words and sentences.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Oral Communication: Oral Expression

The capability to talk to others to convey information effectively.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Persuading

The capability to convince others to change their minds, beliefs, intentions or behaviours.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Systems Analysis

The capability to determine how a system should work and how changes in conditions, operations, and the environment will affect outcomes.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Time Management

The capability to manage one's own time and the time of others.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Writing

The capability to communicate in writing by using written words, sentences, paragraphs, symbols, and images and adapted for the needs of the audience.

Proficiency or complexity level

2 - Low Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Critical Thinking

The capability to use logic and reasoning to question, discern, interpret and analyze various types of information to form an evidence-based conclusion or judgment.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Decision Making

The capability to analyze information among a set of alternatives, to evaluate potential outcome and choose the most appropriate solutions to achieve a predetermined objective.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Digital Literacy

The capability to understand and use digital devices and tools to obtain, exchange, create or process digital information in a secure manner.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Management of Material Resources

The capability to plan and manage the purchase, inventory, warehousing, transportation, or distribution of products or materials and their use.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Operation and Control

The capability to maneuver and control operations of equipment, machines, vehicles or systems.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Operation Monitoring of Machinery and Equipment

The capability to watch gauges, dials, digital displays or other indicators to ensure a machine or piece of equipment is working according to specifications.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Problem Solving

The capability to identify problems and review related information to develop solutions or feasible options to achieve the desired end state.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Quality Control Testing

The capability to conduct tests or inspections of prototypes, products, services, or processes to ensure their quality.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Reading Comprehension

The capability to understand written information presented through words, sentences, paragraphs, symbols, and images in work-related documents.

Proficiency or complexity level

1 - Lowest Level

1 - Lowest Level
2 - Low Level
3 - Moderate Level
4 - High Level
5 - Highest Level

Personal Attributes

Personal characteristics that are innate and developed through the social context and personal experiences to which the individual is exposed. These qualities influence the way one is and does things and are considered valuable assets for work performance.

Collaboration

The quality of contributing and working cooperatively while being supportive and inclusive of others to achieve a common goal.

Importance

5 - Extremely important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Adaptability

The quality of adapting oneself to expected or unexpected changes and different situations while continuing to achieve past or renewed goals.

Importance

4 - Highly important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Attention to Detail

The quality of being meticulous in the execution of tasks.

Importance

4 - Highly important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Concern for Others

The quality of having empathy towards others' feelings and needs and being understanding and helpful.

Importance

4 - Highly important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Independence

The quality of developing one's own way of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.

Importance

4 - Highly important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Leadership

The quality of leading others towards a common goal by guiding, influencing, and inspiring them.

Importance

4 - Highly important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Social Orientation

The quality of seeking to work with others and relating to them on the job.

Importance

4 - Highly important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Active Learning

The quality of pro-actively looking to understand the implications of new information in the current and changing workplace.

Importance

3 - Important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Analytical Thinking

The quality of analyzing information and using logic to address issues and problems.

Importance

3 - Important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Creativity

The quality of coming up with unusual or clever ideas about a given topic or situation, or to develop original ways to solve a problem.

Importance

3 - Important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Service Orientation

The quality of actively looking for ways to help, serve, or assist others.

Importance

3 - Important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Innovativeness

The quality of alternative thinking to develop new products or services to make improvement or to develop a new approach.

Importance

2 - Somewhat important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Stress Tolerance

The quality of being able to remain calm, without being carried away by stress situations and to deal effectively with such situations.

Importance

2 - Somewhat important

1 - Minimally important
2 - Somewhat important
3 - Important
4 - Highly important
5 - Extremely important

Interests

The OaSIS uses the Holland Codes to describe the work-related interests. According to the Holland model, people work best in work environments that match their preferences, which means that people and work environments can be matched for a best fit. Occupational environments in Holland’s theory are described according to a combination of main interests and the activities they represent. There are six interests in the Holland typology: Realistic, Investigative, Artistic, Social, Enterprising and Conventional. All occupations in OaSIS have up to three interests assigned to them.

Interests

Preferences for work environments and outcomes.

Interests profile: CES

Conventional (C)

Conventional occupations are characterized by the dominance of activities that entail following sets of procedures and routines. These activities may include systematic manipulation of data, such as keeping records, filing materials, reproducing materials, organizing written and numerical data according to a prescribed plan, and operating business and data processing. They often require following a clear line of authority and usually involve working with data and details more than with ideas.

Enterprising (E)

Enterprising occupations are characterized by the dominance of action-oriented activities to attain organizational or self-interest goals. They frequently involve starting up and carrying out projects, influencing, leading or mobilizing people, making decisions, and sometimes require risk taking and dealing with business.

Social (S)

Social occupations are characterized by the dominance of activities that entail the interaction with others to inform, train, aid, develop, cure, or enlighten. These occupations often involve helping or providing service to others, teaching, working or communicating with people.

Employment requirements

Employment requirements includes the education, training, certifications and the knowledge required to work in each occupation. The Knowledge category displays up to 10 descriptors in descending order based, firstly, on their attributed ratings by the level of proficiency, and secondly, in alphabetical order. The whole list of Knowledge descriptors and their ratings can be expanded at the bottom of each page.

Education, certification and licensing

Completion of secondary school is usually required.
Several weeks of on-the-job and classroom training are provided for all occupations in this unit group.
Airline station agents usually require experience as a ticket, baggage or cargo agent.

Knowledge

Knowledge level

Clerical

2 - Intermediate Level

Client Service

1 - Basic Level

Hospitality

1 - Basic Level

Humanities

1 - Basic Level

Languages

1 - Basic Level

Knowledge

Organized sets of principles and practices used for the execution of tasks and activities within a particular domain.

Clerical

Knowledge of administrative concepts, principles, methods, procedures and practices for the functioning of the daily office operations.

Knowledge level

2 - Intermediate Level

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Client Service

Knowledge of concepts, principles, and practices of providing services and support to satisfy clients' requirements and needs.

Knowledge level

1 - Basic Level

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Hospitality

Knowledge of concepts, principles, techniques and tools or equipment for managing facilities and providing food, accommodation or tourism services with the focus on client experience.

Knowledge level

1 - Basic Level

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Humanities

Knowledge of concepts, principles, methods for understanding human social interaction and structures, and events throughout time and their effects on civilizations, cultures and environment.

Knowledge level

1 - Basic Level

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Languages

Knowledge of vocabulary, grammar structure and rules, spelling, and pronunciation of words in one or both official languages, Indigenous languages, and non-official languages.

Knowledge level

1 - Basic Level

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Accounting

Knowledge of concepts, principles, methods and practices for budgeting, storing, tracking, controlling, analyzing, and reporting on financial transactions.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Agriculture and Horticulture

Knowledge of concepts, principles, techniques, materials, and equipment for planting, growing, harvesting, storing or preserving plants and plant-sourced food products.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Arts

Knowledge of concepts, principles and techniques of artistic expression required to create, compose or produce visual, applied, performing or literary art.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Biology

Knowledge of concepts and principles of living organisms including their structure, function, growth, origin, evolution, distribution and classification and their interdependencies and interactions with each other and the environment, as well as safe and ethical handling methods and techniques.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Building and Construction

Knowledge of concepts, principles, methods, materials and tools involved in the construction, maintenance and repair of houses, buildings, or infrastructures such as highways and roads.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Business Management

Knowledge of concepts, principles and practices of managing business operations such as strategic planning, resource allocation, production management, and coordination of people and activities.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Chemistry

Knowledge of the composition, structure, and properties of chemical substances including their interactions, transformations and use, as well as the production techniques, risk factors, and disposal methods.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Communications and Media

Knowledge of concepts, principles, methods and techniques of creation, production, distribution or dissemination of written, oral, audiovisual or visual communications.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Computer, Technology and Information Systems

Knowledge of concepts, principles, processes, techniques, and tools for technological and digital systems, devices and products, such as hardware or software development, assembling, programming, use, troubleshooting or maintenance.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Economics

Knowledge of concepts and principles of the production, distribution, and consumption of goods and services and the methods of analysis including simulation and forecasting techniques.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Electrical and Electronics

Knowledge of concepts, principles, techniques, and tools applied for the development, use, repair and maintenance of electronic and electrical products and devices.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Finance

Knowledge of concepts, principles, methods and practices related to financial operations, systems and institutions.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Forestry

Knowledge of concepts, principles, techniques, materials, and equipment for sourcing, processing, and managing harvested forestry resources, and monitoring and preserving sustainable forestry resources.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Geological Resources

Knowledge of concepts, principles, techniques, materials, and equipment for sourcing, processing, managing, monitoring or preserving mineral and metals resources.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Geoscience

Knowledge of concepts, principles, methods, and techniques for understanding material quality, physical characteristics, composition, structure, and natural systems, and the evolution of earth, ocean, and atmosphere phenomena.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Human Resources and Labour relations

Knowledge of concepts, principles, procedures and practices for personnel recruitment, selection, hiring, training, deploying, compensation and benefits, labour relations and negotiation, and personnel information systems.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Law

Knowledge of concepts, principles, functioning and processes of the provincial-territorial, federal or international legal systems for the establishment, implementation and application of laws, legal codes and documents, and court procedures.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Library, Conservation, and Heritage

Knowledge of concepts, principles, techniques, and tools in the classification, storage, retrieval, display and management of documentation and records in various media, museum artifacts or works of fine art.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Livestock, Farm Animals & Wildlife

Knowledge of concepts, principles, techniques, materials, and equipment for sourcing, raising, fishing, hunting, managing, monitoring, or preserving stored sustainable animal resources and wildlife conservation.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Logistics

Knowledge of concepts, principles, infrastructures and processes for planning, organizing and coordinating the transportation of people and animals or for the acquisition, transportation, and storage of goods and resources.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Manufacturing, Processing and Production

Knowledge of concepts, principles, methods and techniques of production and transformation, including manual and mechanical processes.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Mechanics and Machinery

Knowledge of parts, standards, and functioning of machines, vehicles, equipment or tools, and techniques used for their repair or maintenance.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Mental Health

Knowledge of concepts, principles, methods, and procedures for assessment, diagnosis, treatment, rehabilitation, counseling or guidance to address neurological and cognitive processes, behaviours, and disorders or to maintain balanced mental health and well-being.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Performance Measurement

Knowledge of concepts, principles, methods, practices and strategies of monitoring the development, delivery and quality of products, programs or services.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Physical Health

Knowledge of concepts and principles of the human anatomy, organic systems, biomedical sciences, genetics, and of procedures, techniques and tools needed to diagnose and treat injuries and diseases, to restore and maintain physical health by the prevention and treatment.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Physics

Knowledge of concepts, principles, fundamental properties, and laws that govern space, time, energy and matter and of equipment and methods required to study and apply the interactions of objects including atoms, particles and celestial bodies.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Public Affairs and Government Relations

Knowledge of concepts, principles, processes, and functioning of governments and political systems for the establishment and implementation of policies, rules, regulations, and executive orders.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Recreation, Leisure and Fitness

Knowledge of concepts, principles, practices, and equipment for physical fitness and for managing and providing recreational, leisure and fitness program or services.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Sale and Marketing

Knowledge of concepts, principles, techniques, practices and tools for determining consumer behaviour and needs, developing business opportunities and promoting and selling products and services.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Teaching

Knowledge of the concepts, principles, methods and practices of instructing individuals and groups, designing educational curriculum and measuring learning outcome.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Technical Design

Knowledge of technical design concepts, principles, methods, techniques, and tools involved in the creation and production of technical plans, blueprints, drawings or models.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Telecommunications

Knowledge of concepts, principles, processes, techniques and tools of the transmission of information via wire, radio, optical fiber or other electromagnetic system for the use, repair, maintenance, control, or operation of telecommunications systems.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Theology and Philosophy

Knowledge of concepts and principles of religious and philosophical systems, and of fundamental questioning of existence, reason, values, ethics, ways of thinking, customs, practices and their impact on individuals, human culture and society.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Training, Mentoring and Coaching

Knowledge of concepts and principles of learning and readiness to learn, and of methods for guiding, advising, directing and supporting career or personal goals for the individuals or groups to gain experience and improve competencies.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Vehicle, Machinery and Equipment Operations

Knowledge of the parts and functioning of vehicles, machinery or equipment, and of techniques and practices for their safe and efficient use.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Veterinarian and Animal Care

Knowledge of concepts, principles, practices, techniques and tools for the prevention, care, diagnostics, and treatment of diseases, disorders and injuries, and the maintenance of wellbeing of animals.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Water Resources

Knowledge of concepts, principles, techniques, materials, and equipment for sourcing, processing, managing, monitoring or preserving water resources such as rivers, lakes, oceans, and underground aquifers.

Knowledge level

0 – Not applicable

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Mathematics

Knowledge of concepts, principles, methods, and applications of arithmetic, algebra, geometry, trigonometry, differential and integral calculus, probability, and statistics.

Knowledge level

1 - Basic Level

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Public Safety and Security

Knowledge of concepts, principles, regulations, procedures and practices of public safety and security operations and systems for the protection of people, data and properties.

Knowledge level

1 - Basic Level

1 - Basic Level
2 - Intermediate Level
3 - Advanced Level

Skills for success

Skills for Success Model

Skills for Success are skills that help you in a quickly changing world. Everyone benefits from having these skills. They can help you to get a job, progress at your current job or even change jobs. The skills also help you become an active member of your community and succeed in learning.

Click here to learn more about these skills.

Linkages Between ESDC Skills Models and Frameworks

ESDC makes available a dictionary of over 300 terms (or descriptors) and definitions, known as the Skills and Competencies Taxonomy (SCT). Descriptor information from the Taxonomy is used in the Occupational and Skills Information System (OaSIS).

While there is general commonality of meaning between the descriptors in the SCT and the Skills for Success model, there are some differences in their definitions due to their distinct purposes. The Skills for Success Model [9 broadly defined skills] identifies the skills that are universally applicable. The SCT displays specific skills and competency requirements for 900 occupations. Users of the Skills for Success Model and Essential Skills content may find competency information from the Taxonomy and the OaSIS to be complementary.

Stay tuned to this section for more information and updates regarding linkages between the Skills for Success model and the OaSIS.

This page includes information from the O*NET 27.2 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET® is a trademark of USDOL/ETA. Employment and Social Development Canada has modified all or some of this information. USDOL/ETA has not approved, endorsed, or tested these modifications.

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Date modified:: 2019-03-01