Civil Service Examination Judgment

1.Office rule: Do not say an applicant's address out loud in the lobby. At the Harbor Street counter, a neighbor asks whether Mara Quinn lives on Birch Lane. What is the best next action?

2.Office rule: Report any cash shortage before the drawer is closed, even under one dollar. The permit drawer is short 40 cents at closing. What is the best next action?

3.Office rule: If cleaner spills, warn people nearby and set out a cone before you leave the spot. A bottle of floor cleaner spills between the counter and the lobby chairs. What is the best next action?

4.Office rule: The issue date on a permit is the day it is issued. Do not backdate a permit. A resident asks you to date a shelter permit last Friday so a late fee will not apply. What is the best next action?

5.Office rule: With an angry resident, keep a calm voice and follow the posted fee. Do not waive a fee to end the complaint. A resident shouts that the $15 copy fee is unfair and asks you to skip it. What is the best next action?

6.Office rule: Do not ship a personal package with city postage. A coworker asks you to put a birthday gift in the city mail bin. What is the best next action?

7.Office rule: If you file a paper in the wrong folder, pull it out and refile it the same day. You find a Chen permit in the Alvarez folder. What is the best next action?

8.Office rule: A clerk does not handle a family member's filing. Call another clerk and step away from that filing. Your cousin reaches your window with a fence application. What is the best next action?

9.Office rule: When the alarm sounds, leave the papers and exit. Do not stay to finish a stamp. The building alarm sounds while you are stamping a permit. What is the best next action?

10.Office rule: Badge photos stay in the locked drawer and are not shown to other visitors. A visitor asks to see the photo of the person just helped, to check whether it was a cousin. What is the best next action?

11.Office rule: If a resident overpays, return the extra before the resident leaves and record the posted fee. The shelter fee is $25, and the resident hands you $30. What is the best next action?

12.Office rule: If a visitor falls, call the desk supervisor and do not move the visitor. An older visitor slips by the permit counter and is on the floor. What is the best next action?

13.Office rule: Do not sign a resident's name. A missing signature means the form goes back to the resident. A fence form is complete except for the resident's signature, and the resident has stepped outside. What is the best next action?

14.Office rule: Let a resident finish speaking. Do not complete the resident's sentence or laugh about it with a coworker. A resident is explaining a lot line slowly, and a coworker glances at you and smiles. What is the best next action?

15.Office rule: If you open a letter by mistake, stop reading, reseal it with a note that says opened in error, and tell the supervisor. You slice open the wrong interoffice envelope and see the first line. What is the best next action?

16.Office rule: Do not sign another employee's initials on a log. The mail log needs Samir's initials, and Samir has left for the day. What is the best next action?

17.Office rule: Park maps are one per person. Do not give extras to a friend. A friend asks for ten maps after already taking one. What is the best next action?

18.Office rule: A child separated from an adult is kept in the public lobby while the park aide is called. Do not take the child to a car. A child is crying by the fountain and cannot point out an adult. What is the best next action?

19.Office rule: Mail marked confidential is not discussed at the front desk. A resident asks what the confidential letter to the parks office said. What is the best next action?

20.Office rule: Give a numbered receipt before the resident leaves the window. You took $12 for a map, and the resident is still at the counter. What is the best next action?

21.Office rule: If footbridge boards are loose, put the chain across the path and call maintenance. Do not let people cross. You see loose boards on the Pine Court footbridge, and a walker is approaching. What is the best next action?

22.Office rule: The numbered card is the line. Do not hold a place for a friend. A friend texts you to hold the next permit number until lunch. What is the best next action?

23.Office rule: If a resident asks you to read a fee line aloud, read that line. Do not decide the application for the resident. A resident who cannot read the small print asks you to read the fence fee. What is the best next action?

24.Office rule: Mail you cannot sort goes to the problem tray. Do not throw it away. A letter has a smeared office name, and you cannot tell which office it is. What is the best next action?

25.Office rule: The received stamp stays. Do not change a received date to avoid a late fee. A resident asks you to stamp last Monday on an application that arrived today. What is the best next action?

26.Office rule: The public board is for city notices only. Campaign flyers are not posted. A candidate hands you a campaign flyer and asks you to pin it on the public board. What is the best next action?

27.Office rule: A safety report comes before a routine filing. Swing 3 is broken, and a routine shelter filing is also waiting. What is the best next action?

28.Office rule: Give a permit status only when the caller states the permit number and the applicant's last name. A caller has the last name Holt but does not know the permit number. What is the best next action?

29.Office rule: Found cash is logged as lost cash and placed in the safe the same day. You see a $20 bill on the floor beside the counter. What is the best next action?

30.Office rule: If a child climbs the fountain rim, ask the adult with the child to bring the child down. If no adult is present, call the park aide. Do not grab the child. A child is on the fountain rim, and the adult with the child is on a nearby bench. What is the best next action?

31.Office rule: A fee is canceled only with the supervisor's written OK. A resident asks you to cancel a $40 shelter fee and says a clerk last year did it verbally. What is the best next action?

32.Office rule: If you caused a wait, apologize and serve the next person. Do not blame the resident for the delay. You were late opening the window, and the first person in line looks annoyed. What is the best next action?

33.Office rule: Deliver mail as addressed. Do not hide or divert a letter because someone asks you to. A resident asks you to hide a letter addressed to their spouse. What is the best next action?

34.Office rule: When two files share a name, match the file number before you hand one over. Two files are labeled Rosa Nguyen, and a resident asks for the Rosa Nguyen permit. What is the best next action?

35.Office rule: Do not promise a job. Applications follow the posted hiring process. An applicant asks you to promise that the clerical job is theirs if they help you carry boxes. What is the best next action?

36.Office rule: The counter stays covered. If you need a break, wait for the scheduled relief. Your break time arrives, and the relief clerk is two minutes away. Residents are at the counter. What is the best next action?

37.Office rule: Call residents from the desk phone only. Do not copy a resident's number into a personal phone. A form is ready for Mr. Adler, and his file has a phone number. What is the best next action?

38.Office rule: If you see a coworker put drawer cash into a personal bag, tell the supervisor the same day. Do not accuse anyone on the lobby floor. You see a coworker slip a bill from the permit drawer into a coat pocket. What is the best next action?

39.Office rule: If you smell smoke in the mail room, sound the alarm and leave. Do not stay to find the source. You smell smoke near the sorting table, and no flame is visible. What is the best next action?

40.Office rule: The window takes cash or a card. A photo of a check is not payment. A resident shows a phone photo of a signed check and asks you to mark the fee paid. What is the best next action?

41.Office rule: Use the pronunciation a resident gives for their name. You say a resident's name wrong, and the resident corrects you. What is the best next action?

42.Office rule: Lock the mail cart before you step away from it in a public hall. You need to walk ten feet to pick up a pen, and the cart is in the lobby. What is the best next action?

43.Office rule: Files stay in the building. Do not take a file home to finish a count. Your shift ends in the middle of a badge-file count. What is the best next action?

44.Office rule: Do not accept a personal favor in exchange for rushing a permit. A resident offers to repair your car if you move a deck permit to the front. What is the best next action?

45.Office rule: The public window opens at the posted time, even if a staff meeting runs long. The staff meeting is still going at 8:30 a.m., which is the posted opening. What is the best next action?

46.Office rule: Staff do not confirm whether someone passed a hiring test. A caller asks if a neighbor passed yesterday's clerical test. What is the best next action?

47.Office rule: The receipt amount must match the cash taken. If they differ, correct the receipt before the resident leaves. You wrote $15, then realized you took $18 for an $18 fee. What is the best next action?

48.Office rule: A broken swing is tagged out and reported to the park aide before another child uses it. The chain on swing 3 is snapped, and children are in line for it. What is the best next action?

49.Office rule: Each application in a packet needs its own fee. Do not combine two applications onto one fee. A resident puts a fence application and a shed application in one envelope and offers one fee. What is the best next action?

50.Office rule: If someone cuts the numbered line, point to the card rule calmly. Do not insult the person, and do not let them ahead. A person walks to the front of the permit line and asks to be helped next. What is the best next action?

51.Office rule: Note visible damage on the package log before the receiving office signs. A box for the parks office has a crushed corner when it arrives. What is the best next action?

52.Office rule: If a page is missing from a packet you already issued, tell the resident and send the page through the correction desk. You issued a fence packet and then found the plot page still in the printer. What is the best next action?

53.Office rule: Staff do not provide answers from a hiring test. A candidate asks for just one answer from the clerical test key. What is the best next action?

54.Office rule: Mail marked SAFETY is delivered before bulk mail. A SAFETY envelope and a bulk tray arrive at the same time. What is the best next action?

55.Office rule: A found photo ID goes in the safe after it is logged. It is not left on the counter. You find a driver's license on the lobby floor. What is the best next action?

56.Office rule: City staff do not accept tips. A resident tries to hand you $10 after a permit is issued and says it is a tip. What is the best next action?

57.Office rule: Icy steps are marked with the caution stand as soon as they are noticed, and the supervisor is told. The front steps are icy at opening, and the caution stand is in the closet. What is the best next action?

58.Office rule: After the posted close, do not take another cash fee. Offer the after-hours card. The window closed at 4:00 p.m., and a resident arrives at 4:05 p.m. with cash. What is the best next action?

59.Office rule: After a short thank-you, help the next person. Do not ignore the next person to keep chatting. A resident thanks you, and the next resident is already at the window. What is the best next action?

60.Office rule: Do not read postcards aloud in the mail room. A postcard to the license office has a personal note on the back, and coworkers are nearby. What is the best next action?

61.Office rule: Keep a complaint in the resident's words. Do not rewrite it to sound kinder. A written complaint uses blunt language about a late permit. What is the best next action?

62.Office rule: Food addressed to the whole office may be left in the break room. A gift addressed to one clerk is declined. A bakery box arrives addressed to the whole mail room. What is the best next action?

63.Office rule: If a cash count cannot be finished before you leave, lock the drawer and tell the supervisor it is unfinished. Do not take the drawer with you. Your shift ends with the permit drawer half counted. What is the best next action?

64.Office rule: Fee-waiver decisions are given only at the side window, never announced in the lobby. The decision for Ms. Ortega arrives while she is standing with a group at the counter. What is the best next action?

65.Office rule: Report a drawer overage the same way as a shortage. Do not take the extra cash. The park-pass drawer is $10 over at closing. What is the best next action?

66.Office rule: If a visitor feels dizzy at the counter, offer a chair and call the supervisor. Do not give medicine. Do not walk the visitor to a bus alone. A visitor at the license window says the room is spinning. What is the best next action?

67.Office rule: Do not issue a permit for a use the park ordinance forbids. Show the ordinance card instead. A resident wants a permit for an open fire on the grass, outside the metal rings. What is the best next action?

68.Office rule: Write a complaint in the resident's words, then read it back. Do not add your opinion to the form. A resident dictates a complaint about a rude phone call. What is the best next action?

69.Office rule: Mail that reaches your desk for another office is walked to the correct slot the same day. Do not open it. A license-office letter was left on the park desk. What is the best next action?

70.Office rule: If a scanner misreads a number, compare it with the paper and correct the field before you save. The scanner read permit 44018 as permit 44081, and the paper shows 44018. What is the best next action?

71.Office rule: Former employees use the public request process. They do not search files after they leave. A former clerk asks to look through a neighbor's permit file. What is the best next action?

72.Office rule: Offer the large-print copy from the red folder before asking a resident to use the small form. A resident says the permit form is too small to read. What is the best next action?

73.Office rule: Employee home addresses are not given to callers. A salesperson asks for clerk Ellis Braun's home address in order to mail a catalog. What is the best next action?

74.Office rule: A fee is marked paid only after the cash is received or a waiver is already approved. A friend asks you to mark a shelter fee paid and promises to bring cash tomorrow. What is the best next action?

75.Office rule: If a dog is off leash near the playfield, ask the owner to leash it. If the owner refuses, call the park aide. Do not chase the dog. A dog is loose by the playfield, and the owner is standing next to it. What is the best next action?

76.Office rule: Do not hand out a blank permit that is already signed. A resident asks for a signed blank shelter permit to fill in at home. What is the best next action?

77.Office rule: Do not discuss a resident's clothing, accent, or body after the resident leaves. After a resident leaves, a coworker wants to joke about the resident's accent. What is the best next action?

78.Office rule: If someone offers money to lose or hide a citation letter, refuse and tell the supervisor. A person offers you $50 to pull a citation letter out of the mail. What is the best next action?

79.Office rule: Do not share your login so someone else can change a record under your name. A coworker who forgot a password asks to use your login to fix a fee. What is the best next action?

80.Office rule: The written safety rule still applies if a supervisor says to skip it once. Follow the written rule and tell the supervisor. A supervisor tells you to leave a wet-floor cone in the closet just this once. What is the best next action?

81.Office rule: Set the alarm only after the public door is locked and the drawer is in the safe. You are ready to leave, a visitor is still in the lobby, and the drawer is on the counter. What is the best next action?

82.Office rule: Close any open application file before you leave the counter. You must step away for two minutes while a fence file is open. What is the best next action?

83.Office rule: Report a past drawer error to the supervisor on the next shift. Do not alter yesterday's tape yourself. You discover that yesterday's tape is $4 short because of your own miscount. What is the best next action?

84.Office rule: Do not sign for a delivery that blocks an exit. Ask the driver to clear the door first. A stack of paper blocks the side exit, and the driver holds out a form for your signature. What is the best next action?

85.Office rule: The name on the photo ID must match the application, or the permit is not issued. Offer the correction card. The application says R. Chen and the photo ID says Rosa Alvarez. What is the best next action?

86.Office rule: If a resident is hard of hearing, face the resident and speak clearly. Do not shout across the lobby. A resident cups one ear and asks you to repeat the fee. What is the best next action?

87.Office rule: Bulk trays wait for the afternoon run. Do not dump them to save time. A bulk tray is heavy, and the morning clock is behind. What is the best next action?

88.Office rule: Drafts that show phone numbers go in the shred bin, not in the lobby recycling. A spoiled address list with phone numbers is in your hand at closing. What is the best next action?

89.Office rule: Answer the red emergency line before any ordinary conversation. The red line rings while you are explaining a routine map request. What is the best next action?

90.Office rule: Leave a callback request only. Do not state a resident's case details on a speaker. You reach Ms. Berg's voicemail, and the desk speaker is on where coworkers can hear it. What is the best next action?

91.Office rule: You may confirm that a meeting is on the public calendar, but you may not name private parties from a closed meeting. A caller asks who attended yesterday's closed personnel meeting. What is the best next action?

92.Office rule: If a person was charged twice, refund the extra at once and write a refund slip. Two receipts stuck together, and one resident paid the copy fee twice. What is the best next action?

93.Office rule: When the field horn sounds, teams go to the brick shelter or their cars. Do not finish the inning. The horn sounds with two outs left in the inning, and families are still on Field 2. What is the best next action?

94.Office rule: Copies of a neighbor's full permit are not given out. Offer the public summary sheet only. A resident wants a copy of the permit issued to the house next door. What is the best next action?

95.Office rule: If you do not know an answer, say so and offer the office that does. Do not invent a deadline. A resident asks when a records request from 2019 will be finished, and you do not know. What is the best next action?

96.Office rule: Correct a log error by drawing one line through it, initialing, and writing the correction. Do not erase it. You wrote bin 4 in the mail log, and the package is in bin 5. What is the best next action?

97.Office rule: Decline gifts from a person who has a filing at the desk. A vendor with a pending booth application offers to buy your lunch. What is the best next action?

98.Office rule: An injured person is helped before a routine filing. A visitor is bleeding from a fall, and another resident is waiting with a routine form. What is the best next action?

99.Office rule: Write only what you saw. Do not add events you did not see. A supervisor asks for a note about a lobby fall. You found the visitor on the floor, but you did not see the fall. What is the best next action?

100.Office rule: A child's name on a park registration is not given to other families. A parent asks for the names of children in the Tuesday class. What is the best next action?

101.Office rule: Do not cash a check for more than the fee or return cash for the difference. The fee is $20, and the resident offers a $50 check and asks for $30 back. What is the best next action?

102.Office rule: Do not issue a permit before the fee is paid or a waiver is already approved. A resident wants the fence permit handed over and says the fee will be mailed next week. What is the best next action?

103.Office rule: Help the person waiting at the counter before a personal conversation with a coworker. A resident has been waiting, and a coworker starts talking with you about lunch. What is the best next action?

104.Office rule: Envelopes marked confidential stay sealed. Log only the date and the receiving office. A confidential envelope for the parks office is in the morning bin. What is the best next action?

105.Office rule: Enter a test score only from the sealed score sheet. A coworker tells you a score out loud and asks you to type it before the sheet arrives. What is the best next action?

106.Office rule: Applications are handled in date-stamp order. Do not move a friend's application to the top. Your friend's shed application is date-stamped after six others. What is the best next action?

107.Office rule: At shutter time, finish the person you are already helping. People still in line get a return card and are not started. The shutter time hits while you are midway through one filing, with two people still in line. What is the best next action?

108.Office rule: Keep the fire extinguisher clear. If a box blocks it, move the box and tell the supervisor. A delivery box covers the mail-room extinguisher. What is the best next action?