The global skills and competency framework for the digital world

Levels of responsibility: Level 2 - Assist

Essence of the level: Provides assistance to others, works under routine supervision, and uses their discretion to address routine problems.

Guidance notes


This is a prototype for SFIA 9. It is subject to change before publication.

The SFIA Levels are levels of responsibility. As they progress, the levels describe increasing impact, responsibility and accountability in the workplace.

  • the generic attributes of autonomy, influence and complexity indicate the level of responsibility
  • the business skills/behavioural factors describe the behaviours required to be effective at the level of responsibility
  • the knowledge attributes describe what you need to know to meet your level of responsibility.

Understanding these attributes will guide you in getting the most out of SFIA and are also critical to understanding and applying the levels described in the SFIA skill descriptions.


  • Works under routine direction. 
  • Receives instructions and guidance, has work regularly reviewed.


  • Interacts with and may influence immediate colleagues.
  • May have some contact with customers, suppliers and partners.
  • Uses limited discretion in resolving issues or enquiries. 


  • Performs a range of work activities in varied environments.


  • Has knowledge of common workplace tasks and practices to support team functions under supervision.

Business skills / Behavioural factors

Decision making

  • Determines when to seek guidance in unexpected situations. 

  • Plans own work within short time horizons in an organised and rational way. 

  • Aware of need to collaborate with team and represent users/customer needs.
Problem solving

  • Investigates and resolves routine issues.

  • May apply creative thinking or suggest new ways to approach a task.

  • Communicates orally and in writing for effective engagement with colleagues and internal stakeholders.

  • Takes ownership to develop their work experience. 
Learning and professional development

  • Takes ownership to develop their work experience.
  • Recognises personal skills and knowledge gaps and seeks learning opportunities to address them. Absorbs and applies new information to tasks.
Digital mindset

  • Has sufficient digital skills for their role; understands and uses appropriate methods, tools, applications and processes. 
Security, privacy and ethics

  • Fully understands professional and organisational standards.