Certification
Policies &
Procedures
Handbook
2017
iaap-hq.org/certification
CERTIFICATION POLICIES AND
PROCEDURES HANDBOOK 2017
The
IAAP
Certified
Administrative
Professional (CAP) is the leading recognized
professional certification in the administrative
field that encompasses all areas of the office.
Professional certification is a distinction that sets you apart
from others. It’s an investment in your career that shows
employers, coworkers, and the public that you are committed
to your profession and excel in your field. Certification makes
you more valuable to employers and gives you a competitive
advantage in the workforce.
The IAAP CAP exam features relevant questions and a
refreshed focus on the most current administrative skills and
topics like project management and mobile technology. An
entirely updated reference list and comprehensive study guide
will serve as your road map to becoming certified.
Display your mastery of the administrative profession, validate
your professional goals and dedication, and increase your
credibility.
Members receive discounts on the IAAP CAP Exam and Study
Guide. Excel at your next performance review and
become IAAP CAP certified!
Since 1942, IAAP (International Association of
Administrative Professionals) has set the standard
for the administrative profession globally
through continuing education and professional
development. In 1951, IAAP initiated a
certification program now recognized as the
IAAP Certified Administrative Professional®,
or CAP®. The IAAP CAP designation is the
industry recognized standard of proficiency.
Examinations
are
administered
twice
yearly in the United States, Canada,
and other international locations. IAAP’s
certification
minded
program
is
administrative
for
career-
professionals
who want to demonstrate their expertise
and professional knowledge through
examination. Earning the IAAP CAP
designation acknowledges a strong
commitment to the profession and
represents superior skills.
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TABLE of
CONTENTS
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What is Certification?
Components of an Assessment-Based Professional Certification
IAAP CAP Requirements
Documenting Work Experience
Profile of a Qualified Administrative Professional
IAAP CAP Exam Fee
Company Paid Exam Fees
IAAP CAP Exam Duration and Format
Exam Frequency
Exam Application Process
Follow-Up
IAAP Membership
How to Join IAAP
Exam Application Audit
Exam Application Review
Appeals Process for Denied Application
Testing Centers and Appointment Scheduling
Scheduling an Appointment to Test
Availability of Testing Centers
Exam Overview
IAAP CAP Exam Domains (D)
IAAP CAP Exam Question Categories
How the IAAP CAP Exam is Developed
IAAP CAP Exam Scoring
What is the Criterion-Referenced Method?
Testing Accommodations
Cancellation, Rescheduling and Refund Policies
Rescheduling or Delaying the IAAP CAP Exam
Medical and/or Personal Emergencies
Preparation for IAAP CAP Exam and Study Tips
IAAP CAP Exam Day
After the IAAP CAP Exam
Use of the IAAP CAP Designation
Credential Verification
Request for Certification Verification
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IAAP Specialty Certificates
IAAP Organizational Management (OM) Specialty
Organizational Management (OM) Outline
Organizational Management (OM) Requirement for Eligibility
Organizational Management (OM) Program Dates
Organizational Management (OM) Fee
Organizational Management (OM) Recertification
IAAP Technology Applications (TA) Specialty
Technology Applications (TA) Specialty Requirement for Eligibility
Technology Applications (TA) Fees
Technology Applications (TA) Recertification
IAAP CAP Recertification Requirements
The Value of Maintaining Your Credentials
Requirements of IAAP CAP Recertification
IAAP CAP Recertification Qualifying Activity Categories
IAAP CAP Recertification Qualifying Activity Examples
Professional Development
Calculating Professional Development Activities
Calculating Industry-Specific Professional Development Activities
Documenting Professional Development (including Industry-Specific Professional Development)
Recertification Overview
Recertification Fee
Processes and Appeals
Recertifying Early
Audit Process
Late Submissions
APPENDICES
17
Appendix A: Steps to Certification
Appeals
18
Appendix B: Preparing for the Exam
Expired Status
19
Appendix C: Frequently Asked Questions
Retired Status
22
Appendix D: Examples of Qualifying Activities
24
Appendix E: 2017 Body of Knowledge
32
Appendix F: IAAP CAP Application Sample
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WHAT IS CERTIFICATION?
Earning your Certification credentials demonstrates your aptitude as an administrative and office support professional. It reflects your achievement and commitment to excellence through life-long learning. It’s an investment in your career that shows
employers, coworkers, customers, and clients your commitment to the profession.
Earning and maintaining your IAAP Certified Administrative Professional (CAP) demonstrates your professional knowledge
and mastery of vital competencies:
•
Indicates your dedication to your profession and initiative to stay current in an ever-changing marketplace.
•
Shows your employer you are a valuable member of the team committed to professional development.
•
Builds invaluable personal and professional confidence.
•
Provides new career opportunities and a competitive advantage over applicants without certifications.
•
Allows for the potential to earn a higher salary, receive promotions, and/or bonus.
Certifications are a cost-effective way to prove that your expertise is relevant and up to date. You’re passing the industry’s
measurement of knowledge based on skill assessment and industry competency.
COMPONENTS OF AN ASSESSMENT-BASED
PROFESSIONAL CERTIFICATION
An assessment-based professional certification is earned by meeting a number of requirements differentiating it from other
training or educational programs. The four main components are:
a) A required level of experience and education.
b) Passing a rigorous exam.
c) Exam is not associated with a particular program or course offered by the certifying body.
d) Continued professional development through specific recertification requirements.
IAAP CAP REQUIREMENTS
IAAP CAP credentials are earned by meeting education and/or experience requirements and by passing a comprehensive
examination.
Education Required
Administrative Experience Required
Administrative Experience with
Completion of IAAP Leadership Academy*
No college degree
48 months
36 months
Associate degree
36 months
24 months
Bachelor degree
24 months
12 months
*IAAP Leadership Academy is optional. Completion of the program reduces the required administrative experience by one year.
•
The experience requirement must be met at the time an applicant applies for the exam.
•
All experience must be earned within the past 10 years.
•
12 consecutive months of experience must have been with the same employer within the past five years.
•
If using a college degree to reduce the required experience, the degree must be from a regionally accredited institution.
DOCUMENTING WORK EXPERIENCE
First-time candidates must complete the Qualifying Administrative Experience section of the application to record administrative experience or submit an updated resume. Retake candidates are not required to resubmit the experience documentation
if they initially applied for the exam within the past five years.
If using a college degree in combination with experience, a copy of the degree or transcript must be included with the application. The transcript may be an unofficial copy.
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PROFILE OF A QUALIFIED
ADMINISTRATIVE PROFESSIONAL
IAAP CAP certification is designed for office and administrative professionals who engage in some, if not all, of the following:
•
Organization communication (both verbal and written)
•
Conduct business writing, including proofreading and editing
•
Maintain office functions and record keeping
•
Plan meetings, events, and arrange travel
•
Manage projects
•
Engage in or support human relations activities, such as hiring and compliance issues
•
Maintain budgets and basic accounting functions
•
Manage time and other resources for themselves and others
•
Utilize technology, including virtual and mobile, with strong computer and internet research skills
•
Coordinate communications between internal staff and/or external clients
IAAP CAP EXAM FEES
Spring 2017
IAAP member: $350 USD
Nonmember: $525 USD
Fall 2017
IAAP member: $375 USD
Nonmember: $560 USD
COMPANY PAID EXAM FEES
IAAP’s relationship is directly with the candidate.* If an employer agrees to pay for an individual’s exam and the employee
later departs from the company, the individual is still entitled to take the examination. IAAP will not cancel the individual from
the exam at the request of the individual’s employer or former employer.
*Any and all employee agreements with the employer are between the two parties and exclude IAAP.
IAAP CAP EXAM DURATION AND FORMAT
Number of questions: Approximately 300
Format: Multiple-choice
Length: 3 ½ hours
Modality: Computer-based
Testing Provider: Assessment Systems
EXAM FREQUENCY
The exam is offered throughout North America and select international locations twice a year, every March and September. The exams are
administered within a testing period of 11-12 days.
EXAM APPLICATION PROCESS
If you are a new candidate applying for the IAAP CAP exam you will need to submit the following:
a) Completed Exam Application Form online or with the downloadable PDF
b) Completed Qualifying Administrative Experience Form (included in the application) or upload a current resume
c) Copy of a college degree or a transcript if submitting less than four years’ experience
d) Exam fee
If you are a retake candidate, you will need to submit only the following:
a) Completed Exam Application Form
b) Exam fee
FOLLOW-UP
Please contact IAAP at [email protected] if your online or emailed application has not been acknowledged within
two business days or your mailed application has not been acknowledged within seven business days.
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IAAP MEMBERSHIP
IAAP membership is not required to take the IAAP CAP exam, however, there are significant benefits to membership.
As an IAAP member, you save money on the IAAP CAP exam, the IAAP CAP Study Guide*, and the IAAP CAP Preparation
SmartBook. Additionally, you will have access to the IAAP Special Interest Forums (SIF) where you can connect with other
candidates, form a study group, or join a member-driven prep course.
*IAAP CAP Study Guide and/or IAAP CAP Preparation SmartBook are not required to take the exam; they are two of several recommended study methods.
HOW TO JOIN IAAP
You have the option of adding an IAAP membership when you apply for the exam, visit www.iaap-hq.org/JoinIAAP to
download a separate application, or join online. A one-year Professional membership is $150 USD.
EXAM APPLICATION AUDIT
To ensure integrity of the exams and how they are maintained, IAAP regularly conducts random audits of exam applications
to verify the accuracy of the information submitted.
EXAM APPLICATION REVIEW
An exam application may be denied for the following reasons:
a) Failure to meet exam eligibility requirements (education and/or experience)
b) Incomplete exam application form
c) Missing payment
d) Missing documentation
IAAP will contact the individual if there is a problem with the application and attempt to resolve the issue. An applicant who
does not qualify for the exam or whose application is denied, will receive a full refund less a $50 USD processing fee.
APPEALS PROCESS FOR DENIED APPLICATION
Letters of appeal may be sent to [email protected]. All appeals will be reviewed by the Certification Advisory Board,
whose decision will be final.
TESTING CENTERS AND APPOINTMENT SCHEDULING
The IAAP CAP exam is computer-based through IAAP’s test delivery vendor, Assessment Systems. Testing centers
are located throughout North America and select international locations. To view a map of the testing locations visit
iaap-hq.org/Assessmentsys.
If you do not see a location in your area and are planning to sit for the exam, please email [email protected] so we can
work with Assessment Systems to find a suitable computer center.
SCHEDULING AN APPOINTMENT TO TEST
After a candidate’s exam application has been approved by IAAP, the individual will receive detailed instructions on how to
schedule their exam with Assessment Systems. This information is sent to the approved candidate by email and mail.
AVAILABILITY OF TESTING CENTERS
Although IAAP makes every effort possible to ensure testing centers are available, we cannot guarantee availability of a center, or guarantee a candidate will receive the testing center of their choice.
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EXAM OVERVIEW
The IAAP CAP exam is based upon a professionally developed and industry vetted Body of Knowledge. The Body of
Knowledge has seven domains, each with specific performance outcomes (PO), worth a designated percentage of exam
content.
Performance outcomes are detailed, measurable goals based on current best practices across a myriad of industries, which
commonly employ administrative professionals. Most POs have sub-points that help to further break down specific areas of
competency. They represent the central and most significant information, skills, and competencies the candidate should know
in order to pass the exam.
IAAP CAP EXAM DOMAINS (D)
D1:Organizational Communications (25%)
D2:Business Writing and Document Production (20%)
D3:Technology and Information Distribution (15%)
D4:Office and Records Management (15%)
D5:Event and Project Management (12%)
D6:Human Resources (8%)
D7:Financial Functions (5%)
IAAP CAP EXAM QUESTION CATEGORIES
a) Fact: A level of testing that emphasizes recognition of facts, terminology, principles, theories, trends, classification, criteria, or structures.
b) Concept: A level of testing that emphasizes understanding, translation, interpretation, extrapolation, and communication
of concepts, theories, and principles.
c) Application: A level of testing that emphasizes the ability to apply terms and concepts from other sources to a new situation, to apply principles of a discipline to practical situations, and to relate principles studied to current events.
All IAAP CAP exam questions are written in multiple-choice format. A question consists of a stem (the question asked or incomplete statement) and four responses. One response is the only correct answer; the other three responses are incorrect.
HOW THE IAAP CAP EXAM IS DEVELOPED
a) IAAP follows certification industry best practices to create and update the IAAP CAP exam. Subject matter experts, IAAP
members, and practicing administrative professionals are involved throughout the process, which is overseen by highly
trained assessment experts and a psychometrician.
b) The exam is based on the Body of Knowledge, which was developed by practicing professionals, business educators,
and conducting a job analysis.
c) A Subject Matter Expert (SME) Panel writes the exam questions, based on the Body of Knowledge.
d) All questions are reviewed by content and assessment experts.
e) A passing score is determined through a standard-setting exercise to determine minimum competency.
Please note: The exam subject matter is U.S. business centric. Therefore, the questions reflect the corporate culture, finance, and human resources laws and policies in the United States.
IAAP CAP EXAM SCORING
The pass/fail cut-score is determined using a criterion-referenced method. The criterion-referenced standard (cut-score) is
shown as a scaled score of 500. An exam score of 500 or higher indicates the candidate has passed the exam. An exam
score of less than 500 indicates the candidate has failed the exam. The same level of knowledge and skill is required to
meet the pass point of 500 regardless of the examination taken by the candidate.
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WHAT IS THE CRITERION-REFERENCED METHOD?
Criterion-referenced tests, a type of test introduced by Glaser (1962) and Popham and Husek (1969), are also known as domain referenced tests, competency tests, basic skills tests, mastery tests, performance tests or assessments, authentic assessments, objective-referenced tests, standards-based tests, credentialing exams, etc. These tests determine a candidate’s level
of performance in relation to a well-defined domain of content.
Norm-referenced tests determine a candidate’s level of the construct measured by a test in relation to a well-defined reference group of candidates, referred to as the norm group. Criterion-referenced tests permit a candidate’s score to be interpreted in relation to a domain of content, and norm-referenced tests permit a candidate’s score to be interpreted in relation
to a group of examinees. The first interpretation is content-centered, and the second interpretation is examinee centered.
On a criterion-referenced test, every candidate would pass if they meet the expected standard. Alternatively, every candidate could fail if the standard is not met. On criterion-referenced tests it is possible for every person to pass the exam.
Criterion-referenced tests have been compared to driver’s license exams, which require achievement of a minimum competency to earn a license.
IAAP continually updates its exams to set the pace of the changing administrative profession environment. Since criterion-referenced scoring is designed to measure a candidate’s performance against a fixed set of predetermined criteria, this method
is commonly used for certification exams that produce new editions of a test. The scores from these editions have the same
meaning over time.
The level of exam difficulty may change from time to time. A test equating process assures that candidates must meet the
same criterion-standard regardless of when they take the examination, or the group of candidates with whom they take the
examination.
TESTING ACCOMMODATIONS
IAAP will provide reasonable accommodations in compliance with the United States’ Americans with Disabilities Act (ADA)
of 1990 and Section 504 of the Rehabilitation Act of 1973. Requests for medical or disability accommodations must be submitted to IAAP at least six weeks before the IAAP CAP exam by emailing [email protected]. Describe the accommodation required, and be prepared to submit appropriate documentation if requested.
CANCELLATION, RESCHEDULING AND REFUND POLICIES
All fees are non-refundable once the IAAP CAP exam application has been approved and processed.
Additionally, there are no refunds if a candidate should:
•
Fail to show up for a scheduled IAAP CAP exam
•
Cancel from the IAAP CAP exam
•
Fail to schedule an appointment with Assessment Systems within the IAAP CAP exam testing period
RESCHEDULING OR DELAYING THE CAP EXAM
Candidates may delay their exam to the next available testing period, providing the request is submitted directly to IAAP at
least 14 days before the testing period begins.
Individuals may delay their exam a maximum of two consecutive times and each requires a rescheduling fee of $100 USD.
Candidates who cannot test after their exam has been delayed twice will be cancelled and all fees forfeited. Individuals
may reapply after six months and are required to pay all applicable fees.
MEDICAL AND/OR PERSONAL EMERGENCIES
Candidates who are not able to make the IAAP CAP exam due to a last minute medical and/or personal emergency must
contact IAAP within one week of the IAAP CAP exam. These cases will be considered on a case-by-case basis.
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PREPARATION FOR IAAP CAP EXAM AND STUDY TIPS
For additional information on how to prepare for the IAAP CAP exam and for study tips please refer to Appendix B (located
on page 18).
IAAP CAP EXAM DAY TIPS
•
Relax, do not stress, and breathe.
•
Listen to the test administrator’s (TA) instructions.
•
When you begin the IAAP CAP exam read each question carefully. Do not dwell on the questions or overthink them. If
you do not know the answer chose one, flag the question for later review, and move on.
•
Avoid leaving questions blank.
AFTER THE IAAP CAP EXAM
Within 30 days of the exam completion, each candidate will receive a Performance Report. The Performance Report will provide the individual with their total exam score and will indicate if the individual has passed or failed the IAAP CAP exam.
The Performance Report will also include individual scores by content areas. This may help to determine an individual’s
strengths and weaknesses should they retake a similar exam in the future.
•
General questions about the IAAP CAP exam and/or the scoring process may be addressed
to [email protected].
•
Appeals of exam results must be submitted in writing no later than 30 days after receipt of results
to [email protected].
Issues with the IAAP CAP exam testing site, equipment, or monitors must be reported to [email protected]
within 24 hours.
USE OF THE IAAP CAP DESIGNATION
If a candidate takes and passes the IAAP CAP exam, they earn certification and the use of the IAAP CAP designation after
their name for a period of five years before having to recertify.
EXAMPLE:
Correct:
Jane Doe, CAP
Incorrect:
Jane Doe, Certified Administrative Professional
IAAP CAP Certification is required to hold a specialty, such as Organizational Management (OM). There is no CAP-OM certification; only CAP certification with a specialty of OM. Some designees choose to include their specialties after CAP (CAPOM, CAP-TA, and CAP-OM-TA).
EXAMPLE:
Correct:
Jane Doe, CAP-OM
CREDENTIAL VERIFICATION
The names of currently certified individuals are not considered confidential and are published by IAAP. However, scores are
confidential. Published information may include name, city, state/province, country, and credential status.
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REQUEST FOR CERTIFICATION VERIFICATION
Most colleges and universities offer credit for prior learning for assessment-based certifications like IAAP CAP (Certified
Administrative Professional) and assessment-based certificates of completion like OM (Organizational Management) offered
through IAAP.*
IAAP will verify a designee’s IAAP CAP certification to a college/university including an outline of the assessment topics.
Designees are required to complete the Verification of Certification form located on the website under the Certification tab.
This service is free for IAAP members, $30 USD for nonmembers.
*Please note: most colleges/universities do not award credit for expired and/or revoked certifications. Most require certificants to be actively certified, however this does vary by institution.
IAAP SPECIALTY CERTIFICATES
IAAP ORGANIZATIONAL MANAGEMENT (OM) SPECIALTY
The Organizational Management (OM) Specialty for CAP designees has been updated for 2017. The specialty certificate
has moved from an examination-based assessment certificate to a more modern and relevant assessment-based certificate
program.
It is an eight-week guided learning experience through Lean@IAAP, IAAP’s online learning platform. Participants do not need
to be online at the same time allowing the busy administrative professional to complete the program around his or her individual work schedule and family commitments.
ORGANIZATIONAL MANAGEMENT (OM) OUTLINE
1. Organizational Behavior
Intrapersonal organizational behavior
Interpersonal organizational behavior (effective working relationships)
Workplace diversity
Creating impact through effective organizational behavior
2. Compelling Communication
Communication Styles and Personality types
Professional workplace communication strategies
Communicate with influence
Conflict resolution in the workplace
3. Effective Teamwork Skills
Benefits of Workplace Teams
High Performing Team
Understanding Team Roles
Managing Difficult Group Behavior
4. Strategic Planning
Planning Fundamentals
Process and Procedures
Barriers to Effective Decision-making
Change Management
ORGANIZATIONAL MANAGEMENT (OM) REQUIREMENT FOR ELIGIBILITY
Individuals must be IAAP CAP certified in order to hold the IAAP OM specialty.
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ORGANIZATIONAL MANAGEMENT (OM) PROGRAM DATES
Application due to IAAP
(received by)
OM Dates
Monday, Feb. 6 - Sunday, Apr. 2, 2017
Jan. 20, 2017
Monday, Apr. 10 - Sunday, Jun. 4, 2017
Mar 24, 2017
Monday, May 8 - Sunday, Jul. 2, 2017
Apr. 21, 2017
Monday, Aug. 7 - Sunday, Oct. 1, 2017
Jul. 21, 2017
Monday, Aug. 28 - Sunday, Oct. 22, 2017
Aug. 11, 2017
ORGANIZATIONAL MANAGEMENT (OM) FEE
IAAP member $299 USD
Non-member
$429 USD
ORGANIZATIONAL MANAGEMENT (OM) RECERTIFICATION
Individuals do not need to recertify their IAAP OM specialty; however, they are required to recertify their IAAP CAP certification. As long as the IAAP CAP certification remains active through the recertification process every five years, the specialty
remains active. If the CAP designation is revoked due to failure to recertify, the specialty is revoked.
IAAP TECHNOLOGY APPLICATIONS (TA) SPECIALTY
The IAAP Technology Applications (TA) is a specialty designees can add to their CAP credentials. It is earned through a
combination of education through IAAP and certification through Microsoft.
The education component begins by completing three different Microsoft-specific Options Technology modules. Each module
will provide a set of comprehensive, hands-on training materials that will move you from basic to advanced levels in preparation for Microsoft certification. After you have prepared for the Microsoft certification exam and earned the Microsoft Office
Specialty (MOS) certification in at least one area, you are eligible to apply for the IAAP Technology Applications specialty.
IAAP TECHNOLOGY APPLICATIONS (TA) SPECIALTY REQUIREMENT FOR ELIGIBILITY
Candidates must be IAAP CAP certified in order to hold the TA specialty.
IAAP TECHNOLOGY APPLICATIONS (TA) FEES
IAAP Options Technology Training Modules
IAAP Member $129 - $149 USD
Nonmember
$189 - $229 USD
IAAP Technology Applications (TA) Application
IAAP Member $75 USD
Nonmember
$100 USD
IAAP TECHNOLOGY APPLICATIONS (TA) RECERTIFICATION
Individuals do not need to recertify their IAAP TA specialty, however, they are required to recertify their IAAP CAP certification. As long as the IAAP CAP certification remains active through the recertification process every five years, the specialty
remains active. If the CAP credentials are revoked due to failure to recertify, the specialty credentials are revoked as well.
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IAAP CAP RECERTIFICATION REQUIREMENTS
THE VALUE OF MAINTAINING YOUR CREDENTIALS
The administrative profession is constantly evolving. As an IAAP CAP holder, it is important to keep abreast of emerging
trends, technology advancements, and current office and personnel management methods. Recertification is an assessment
that validates your commitment to the profession, lifelong education, and professional development.
The IAAP CAP Body of Knowledge is the basis for CAP credentials. The Body of Knowledge was created by academic subject matter experts and validated by administrative professionals working across multiple industries through a series of extensive research studies. The Body of Knowledge is updated periodically to ensure it is consistent with current administrative
practices. It consists of seven functional area domains and 55 performance outcomes. Performance Outcomes (POs) are detailed, measurable knowledge goals based on the most significant information and skills the office or administrative professional should know in order to be successful in their positions.
To maintain CAP credentials, individuals are required to engage in professional development activities that directly relate to
the Body of Knowledge. IAAP CAP holders will maintain professional and technical knowledge by attending educational
workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.
REQUIREMENTS OF IAAP CAP RECERTIFICATION
IAAP CAP holders are required to earn 60 recertification points within a five-year cycle. Recertification dates are either May
31 or November 30; May date for the spring designees and November for fall designees. For instance, if you acquired your
CAP in March 2014, your recertification deadline will be May 31, 2019.
Reminders will be sent prior to the CAP holder’s renewal anniversary. It is the individual’s responsibility to make note of
their recertification due date (provided on their CAP certificate) and to keep IAAP informed of any changes to their contact
information.
IAAP CAP RECERTIFICATION QUALIFYING ACTIVITY CATEGORIES
Recertification points can be earned in three categories:
•
Professional Development
•
Industry-Specific Professional Development
•
Leadership
It is not necessary to earn points in every category, but it is mandatory to have at least 30 of the 60 points in the
Professional Development category. Points in the categories of Industry-Specific Professional Development and Leadership
are optional and limited to 20 points per category.
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IAAP CAP RECERTIFICATION QUALIFYING ACTIVITY EXAMPLES
Category
Description/Examples
Points per 5-year cycle
Professional
Development
Continuing education activities including
• Conferences (seminars/programs)
Required category
• Web-based courses (workshops)
• E-learning (self-paced and instructor-led)
30 points required;
No maximum
• IAAP Approved Local Area Network (LAN) programs
• Self-study materials, such as
• Crisp 50-minute books
• Book reports
• IAAP Options Technology modules
Formal education, such as
• College/University courses
Others, such as
• IAAP OM and TA specialty
• Microsoft Office Specialist (MOS) certification
• Notary
• Toastmasters or other similar achievement recognitions
• Presenter of IAAP CAP approved program
• Presenter of CAP overview*
In all cases, the education must align with the CAP Body of Knowledge.
*Presenter of CAP overview must use approved presentation materials obtained through IAAP HQ. Max of 10 points per
cycle.
Industry-specific
Professional
Development
Continuing education activities including
• Conferences (seminars/programs)
• Web-based courses (workshops)
• E-learning (self-paced and instructor-led)
Optional category
No minimum;
20 points maximum
Formal Education, such as
• College/University courses
In all cases, the activity must provide transferable skills within an industry; such as banking, education, healthcare, and
relevant to the duties of an admin or office professional in an office environment.
Leadership
Elected or appointed positions, including but not limited to
• President
• Vice President
• Treasurer
• Secretary
• Chair, as defined in this Handbook
Optional category
No minimum;
20 points maximum
IAAP-specific positions, including
• Board Member
• LAN Director
• Branch Director
• Branch Supporting Position
• Others as specified in this Handbook
• Lead Coordinator of an IAAP CAP or OM Course or Study Group
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PROFESSIONAL DEVELOPMENT
Continuing education in the category of Professional Development must align with the CAP Body of Knowledge and provide
a minimum of 15 minutes of education, then in 15 minute increments. See examples below.
CALCULATING PROFESSIONAL DEVELOPMENT ACTIVITIES
Activity
How Calculated
15 minutes = .25 point
Conferences
Seminars/programs
Workshops
Example
Points are determined by the
education time spent on activity.
IAAP Approved LAN programs
30 minutes = .5 point
60 minutes = 1 point
75 minutes = 1.25 points
90 minutes = 1.5 points
In all cases, education must align with the CAP Body of Knowledge
Web-based courses
E-learning (Instructor–led and selfpaced)
Self-study materials or courses, such as
• Crisp 50-minute books
• IAAP Options
Technology modules
Points determined by the
approximate education time
as published by the provider.
Crisp 50-Min Book = 2 points per book
Options Technology = 6 points per module
• Lynda.com
• Ed2go.com
In all cases, education must align with the CAP Body of Knowledge
University or College Courses
15 points per credit
1 credit course = 15 points
3 credit course = 45 points
In all cases, education must align with the CAP Body of Knowledge
IAAP OM* and TA specialty
IAAP OM specialty
5 points per specialty
40 points
OM exam, prior to 2017 = 5 points
TA specialty = 5 points
OM 8-week online program = 40 points
*Applicable to OM exam taken prior to 2017. Does not apply to those who were granted the OM specialty through
designation change in 2011.
Microsoft Office Specialist (MOS)
Notary*
5 points per certification
5 points
MS Word certified = 5 points
MS Excel certified = 5 points
5 points per IAAP recertification cycle
*With proof of education/training or if education/training is required by the State
Toastmasters achievement recognition
2 points per recognition
CC = 2 points
DTM = 2 points
e.g. Competent Communicator (CC) or Distinguished Toastmaster (DTM)
Presenter* of IAAP Approved program
1 point for prep time
2 hours education time
+ 1 hour prep time = 3 points.
*Note: Individuals whose job includes educating others (e.g. teachers, instructors, those who train staff) do not receive
recertification points for training they have conducted as part of their employment.
Professional development is a required category in which you will need at least 30 points.
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Notary
The requirements for being a Notary vary among each state. Some states have very strict guidelines, requiring an individual
to complete training and pass an examination, while other states do not.
To receive credit for being a Notary:
• Your commission must be in a state that requires you take training courses and/or pass an examination.
or
• You must verify having successfully completed the training and/or passed a voluntary examination.
It is not necessary that you earned or renewed your commission within your five-year cycle. However, your commission must
be active at the time you apply for recertification. You may only claim credit for being a Notary once within your five-year
cycle.
Notaries who have not participated in training courses and/or passed an examination, or those who are not commissioned
in a state that requires you to pass an examination, are not eligible to claim recertification credit.
Toastmasters
Individuals who participate in the Communication or Leadership tracks offered by Toastmasters International will receive five
recertification points for each achievement completed.
The achievement recognitions within the Communication and Leadership tracks are:
Communication:
• Competent Communicator (CC)
• Advanced Communicator Bronze (ACB)
• Advanced Communicator Silver (ACS)
• Advanced Communicator Gold (ACG)
Leadership:
• Competent Leader (CL)
• Advanced Leader Bronze (ALB)
• Advanced Leader Silver (ALS)
• Distinguished Toastmaster (DTM)
Industry-specific Professional Development
To qualify for recertification in the category of Industry-specific Professional Development, the activity must be specific to
an industry; such as banking, insurance, healthcare, education, government, etc. and transferrable within that industry.
Additionally, the activity must be relevant to the duties of an administrative or office professional in an office environment.
Activities that are unique to your company do not qualify for recertification.
Here are a few examples:
An admin who works for XYZ Insurance Company may find it necessary to know common insurance terms. This knowledge
would be transferable within the industry should the admin accept a position for another insurance company. This type of
training would qualify for CAP recertification.
An admin who works for A&E Company is required to complete the Company’s annual Code of Ethics/Code of Conduct
training. Since this type of training includes rules, regulations, and policies unique to A&E Company, this would not qualify
for CAP recertification.
An admin who works for Mercy Hospital is required to have yearly CPR training. Although this training is usually required in
the healthcare industry, it is not education that directly supports the administrative profession in an office environment. This
type of training would not qualify for CAP recertification.
Industry-Specific Professional Development is an optional category and limited to 20 IAAP CAP recertification points.
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CALCULATING INDUSTRY-SPECIFIC PROFESSIONAL DEVELOPMENT ACTIVITIES
Activity
Conferences
Seminars
Workshops
E-learning (instructor-led)
Web-based courses
E-learning (self-paced)
How Calculated
Example
15 minutes = .25 point
Points are determined based
on actual education time
spent on activity.
30 minutes = .5 point
60 minutes = 1 point
75 minutes = 1.25 points
90 minutes = 1.5 points
Points determined based
on education time as published
by the provider.
30 minutes = .5 point
60 minutes = 1 point
75 minutes = 1.25 points
90 minutes = 1.5 points
In all cases, the education must provide transferable skills within an industry; banking, education, healthcare, etc., and fall
within the realm of admin or office professional duties.
DOCUMENTING PROFESSIONAL DEVELOPMENT (INCLUDING INDUSTRY-SPECIFIC
PROFESSIONAL DEVELOPMENT)
You could be asked to provide supporting documentation if your application is audited or if additional details are needed
to determine eligibility of points. Recertification credit might not be awarded if your documentation does not support the
activity.
For Professional Development, the documentation should support each of the following:
•
Verification of attendance or completion
•
Session or course title and description
•
Date
•
Length
Additionally
•
If you attend a conference or meeting, list the specific sessions you attended. Only indicating the conference or meeting
name is not sufficient.
•
Specific dates must be provided. Submitting a range of dates is not sufficient.
•
Only education time should be considered when calculating points. Do not include non-education activities such as
receptions, meals, breaks, exhibit hall sessions, or networking.
Acceptable Forms of Documentation
Usually a certificate will be sufficient in verifying your attendance, education topic, date, and length—but not always. It may
be necessary to attain a combination of documents to ensure you are able to support each key element of the activity.
A few examples include:
•
Certificate of completion or attendance
•
Email thanking you for participating (often sent after a webinar)
•
Course program or outline
•
College transcript
•
Company transcript
•
Letter or other information from the provider
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CEU, CPE, College Credit, and Other Units of Measurements
Continuing Education Unit (CEU), Continuing Professional Education (CPE), and college credit are other measurements of
education.
•
.1 CEU = 1 hour of education, or 1 IAAP CAP recertification point; .5 CEUs = 5 hours, or 5 points.
•
One CPE = 50 minutes of education, 6 CPEs = 5 hours, or 5 IAAP CAP recertification points.
•
One college credit = 15 IAAP CAP recertification points; a three-credit course is 45 points.
Eligible programs published as “1-day” or “all day” will be awarded 6.5 IAAP CAP recertification points. If the program provided more than 6.5 hours of education, for example a working lunch hour instead of an hour break in eduction, supplemental documentation would be necessary to support the additional time.
Leadership
Approved leadership positions are those of a standing committee in which a person has specific responsibilities and duties
that directly support the organization or committee. Typically, the person serving in an Officer or Chair position is elected or
appointed by the members. Additionally, the person must have served at least 7 of 12 months within the leadership role.
Volunteer work does not qualify for recertification. For instance, volunteering to organize an event such as a golf tournament;
chairing a time-based project such as a yearly audit or United Way campaign; or being asked to perform a task, such as
working at a registration table do not qualify for points.
Current Positions within IAAP
How Calculated
Branch Director
10 points
IAAP Board of Directors
The Foundation of IAAP Board of Directors
Certification Advisory Board
LAN Director
5 points per position, per year
Branch supporting positions*
3 points per position, per year
*Branch Membership Chair, Social Media Chair, Communications Chair, and Branch Event Chair
Lead facilitator of study group or course
LAN supporting positions*
2 points per year
*LAN Membership Chair and Communications Chair
Previous Positions within IAAP (2015 and prior)
How Calculated
IAAP Board of Directors
Foundation Board of Regents
President
President-elect
Vice President
Secretary
Treasurer
Membership Chair
Certification Chair
Education/program Chair
Newsletter Chair
Webmaster
Student Chapter Chair
Bylaws and Standing Rules Chair
Retirement Trust Foundation Chair
5 points per position, per year
Secretary
Treasurer
Officer or Chair as defined above
5 points per position, per year
Positions outside IAAP
Board member
President
Vice President
Leadership is an optional category and limited to 20 IAAP CAP recertification points.
Documenting Your Leadership Position
For leadership positions served, attain a letter from the organization that includes the position held, primary duties of the position, and dates of term.
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RECERTIFICATION OVERVIEW
Track Your Points:
a) As soon as you certify or recertify, start a spreadsheet (or something similar) to track points as earned. We encourage
you to set a goal of 12 points each year, rather than wait and struggle to gain points at the end of your five-year cycle.
A sample recertification spreadsheet is available on the IAAP website here to help track your progress. Not only will the
spreadsheet help you stay on track, it can be shared with your manager to showcase your accomplishments throughout
the year.
b) In addition to your spreadsheet of points earned, start a file of your supporting documentation. For all professional development, your supporting documentation must verify attendance and include:
• The subject and/or description of education
•
Date of completion
•
Length of education
For leadership positions, attain a letter from the organization that includes:
•
The position held
•
Primary duties of the position
•
Length of term served
c) When you have earned at least 60 points and are due to recertify, you will submit an application, fee, and your spreadsheet of points earned within your five-year cycle.
d) You can submit your recertification before your due date, once 60 points are earned, and your date will remain
the same, either May 31 or November 30. However, additional points over the required 60 do not carry over to
your next cycle and new activities do not qualify until after your recertification date has past.
Individuals who maintain their professional credentials will be mailed a letter of completion, certificate, or plate.
RECERTIFICATION FEE
IAAP Member $100 USD
Nonmember
$250 USD
Late fee
$100 USD
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PROCESSES AND APPEALS
RECERTIFYING EARLY
Designees may apply for recertification any time once 60 points are earned, and the date will remain May 31 or
November 30. However, additional points over the required 60 do not carry over to your next cycle and new activities
do not qualify until after your recertification date has past. The reason points do not carrying over, is a certified professional should be continually remaining up-to-date on the profession via yearly education. Earning all 60 points in one
or two years is not continuous learning.
AUDIT PROCESS
In order to protect the integrity of the IAAP CAP certification program, IAAP will randomly audit a percentage of recertification applications. It is very important to document your professional development and leadership activities. If your recertification application is audited, you will be required to verify, with supporting documentation, the activities listed on your
recertification spreadsheet. Additionally, you may be asked to submit supporting documentation if it is needed to determine
eligibility of an activity.
LATE SUBMISSIONS
Individuals who have missed their recertification due date are given a 120-day grace period in which they can submit a late
application. No special permission is necessary if applying within the grace period. However, it is important to note that the
grace period is not extra time to accumulate points; it’s additional time to submit the information. All points submitted must be
earned within the original five-year cycle. Individuals are required to pay the recertification fee, plus a $100 USD late fee,
when applying for recertification during the grace period. If the application is approved, recertification will be backdated to
the month/year originally due.
APPEALS
Those who are beyond the 120-day grace period must submit an appeal before applying for recertification. This type of
appeal is for those who experienced extenuating circumstances which prevented them from earning points or applying for
recertification within their five-year cycle. Examples include, but are not limited to, serious illness, serious illness of a family member, tragic event, long-term unemployment, or military deployment. If the appeal is accepted, the individual may be
given additional time to earn points. Letters of appeal may be sent to [email protected] and should include the circumstances, documentation, and your plan for gaining the required points. All appeals will be reviewed by the Certification
Advisory Board, whose decision is final.
EXPIRED STATUS
IAAP CAP credentials and any specialty credentials an individual holds are revoked if they fail to comply with the mandatory recertification requirements. To become certified again, retesting is required.
RETIRED STATUS
IAAP CAP holders who retire from the profession prior to their recertification due date are not required to recertify but must
notify the IAAP Certification Department with the date of retirement and meet the following criteria:
• Recertified at least one time
• 62 years of age or older
Note: Changing your IAAP membership status to Emeritus does not automatically exempt one from recertification. Contact the Certification
Department directly [email protected].
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APPENDIX A
Steps to Certification
ELIGIBILITY
Combination of education & professional experience:
• No College – 4 years minimum
• 2 Year Degree – 3 Years minimum
• 4 Year Degree – 2 years minimum
• Experience earned within last 10 years
EXAM
When to sit for the exam:
• Exam offered 2x per year over 6 day period
o Once in March and September
APPLY
Complete application either online or via PDF:
• List qualifying administrative experience
• College degree verification
• SPRING FEE: IAAP Members $350 Nonmembers $525
• FALL FEE: IAAP Member $375
Nonmembers $560
PREPARE
Choose a method of studying:
• IAAP offers a Study Guide
• Join a study group
EXAM
• Sit for exam
• Pass the exam, results within 30 days
• Use CAP designation after name
RECERTIFICATION
Maintaining certification:
• Engage in professional development
• 60 recertification points must be completed every 5 years
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APPENDIX B
What to Expect at Assessment Systems
WHAT TO EXPECT AT ASSESSMENT SYSTEMS
Assessment Systems is a secure testing site that administers numerous standardized and certification exams. The IAAP
Certification Department wants you to be fully informed of what to expect on the day of your exam. Please read this information thoroughly to make sure you are fully prepared and not caught-off-guard at the testing location.
SECURITY AND IDENTITY VERIFICATION
Candidates will be required to show two valid forms of identification when checking into the testing center. The first and last
names on your IDs must match your registration name. Both forms of ID must have your signature, and one ID must have a
photo. If there is a discrepancy with your name, you may be turned away on the day of the exam.
ADDITIONAL SECURITY MEASURES
•
No personal belongings (cell phone, purse, wallet, keys, etc.) can be taken into the testing area. You will be provided
with a locker or secure location to store your items.
•
No food or beverages are allowed in the testing area
•
You will be monitored at all times while in the testing area.
IMPORTANT DETAILS
Candidates will have access to a calculator, white board, and an erasable marker. Candidates may also place notes and
flag items on the computer.
There are no scheduled breaks. Any time away from the computer is used towards the overall testing time of 3 ½ hours.
Requests for medical or disability accommodations must be submitted to IAAP at least six weeks before the exam.
SCHEDULING YOUR EXAM
Testing appointments are scheduled on a “first come, first served” basis. To ensure getting an appointment at the testing center of your choice, schedule your appointment as early as possible. No-shows are not allowed to reschedule for another time
within the testing window. You will have to wait for the next exam and pay the full application fee.
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APPENDIX C
Certification Frequently Asked Questions
WHAT IS THE IAAP CAP?
The IAAP Certified Administrative Professional® is a professional certification that is earned through a combination of education/experience and testing that encompasses all area of the office.
Education Required
Administrative Experience Required
Administrative Experience with
Completion of IAAP Leadership Academy*
No college degree
48 months
36 months
Associate degree
36 months
24 months
Bachelor degree
24 months
12 months
*IAAP Leadership Academy is optional. Completion of the program reduces the required administrative experience by one year.
The IAAP CAP exam is an individual 3.5 hour exam consisting of 300 questions.
WHAT ARE THE IAAP ORGANIZATIONAL MANAGEMENT (OM) AND TECHNOLOGY
APPLICATION (TA)?
The IAAP OM and IAAP TA are specialties that can be earned in addition to the IAAP CAP. These are specialties and should
not be referred to as a certification.
The IAAP OM is an online 8-week guided learning experience for CAP designees. For more information please visit the
IAAP website.
An individual must be IAAP CAP certified to qualify for the IAAP TA specialty. All Options Technology assignments and
MOS certification must be completed within a two-year time frame.
WHEN/WHERE ARE THE EXAMS OFFERED?
The exams are offered twice a year (March and September) with testing offered over a 12-day window.
Testing is administered through Assessment Systems. Candidates can view testing locations from IAAP’s website here.
COSTS
IAAP CAP - SPRING $350 USD (member); $525 USD (nonmember); FALL: $375 USD (member); $560 USD (nonmember)
IAAP OM - $299 USD (member); $429 USD (nonmember)
Note: There are no additional discounts for those retaking the exam
IAAP TA - $75 USD (member); $100 USD (nonmember)
WHAT IS RECERTIFICATION?
Recertification is an important component of certification that is required every five years. It ensures you are keeping abreast
of current trends, knowledge, and skills.
Sixty (60) IAAP CAP recertification points are required to meet the recertification requirement. Points can be earned in three
categories.
To maintain your IAAP CAP credentials, individuals are required to engage in professional development activities that directly relate to the IAAP CAP Body of Knowledge. You can maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional
societies.
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QUALIFYING ACTIVITY CATEGORIES
IAAP CAP recertification points can be earned in three categories:
•
Professional Development
•
Industry-specific Professional Development
•
Leadership
It is not necessary to earn points in every category, but it is mandatory to have at least 30 of the 60 points in the category
of Professional Development. Points in the categories of Industry-specific Professional Development and Leadership are optional and limited to 20 points per category.
Professional Development: Continuing education in the category of Professional Development must align with the IAAP
CAP Body of Knowledge and provide a minimum of 15 minutes of education. After the initial 15 minutes, credit is awarded
in 15-minute increments.
Industry-specific Professional Development: To qualify for recertification in the category of Industry-specific Professional
Development, the activity must be specific to an industry (such as banking, insurance, healthcare, education, government,
etc.) and transferable within that industry. Additionally, the activity must be relevant to the duties of an administrative or office professional in an office environment. Activities that are unique to your company do not qualify for recertification.
Leadership: Approved leadership positions include appointed or elected officer or chairmanships of a standing committee
(IAAP, work, civic, or religious). The position must be active at least 7 of 12 months and not limited to an event or time-based
project. Volunteer work (unless serving in as an Officer or Chairmanship role) does not qualify under leadership.
5 IAAP CAP recertification points are awarded for each eligible position served, per year, with a 20 point maximum.
IAAP qualifying positions served prior to 2014-2015 include: president, president-elect, vice president, secretary, treasurer,
membership committee chair, certification chair, education/program chair, newsletter chair, and webmaster.
IAAP qualifying positions served prior to 2013-2014 include: new chapter builder (divisions only), student chapter, bylaws
and standing rules, and Retirement Trust Foundation.
Beginning with IAAP’s fiscal year of 2015-2016 and going forward, the following positions qualify: Branch Director, Branch
Committee Chairs (as appointed by the Branch Director, and Local Area Network (LAN) Director.
COSTS
$100 USD (member)
$250 USD (nonmember)
$100 USD late fee (in addition to recertification fee if application is submitted within 120-day grace period.)
GRACE PERIOD
You are allowed a 120-day grace period after your deadline date to apply for recertification. This grace period is NOT extra time to accumulate points. It is only additional time to complete the application and apply. All points submitted must be
earned within the five-year cycle. If approved, recertification is back-dated to the month it was originally due.
EXCEPTIONS
If you retire from the administrative field, you may be exempt from recertification (as long as you notify the IAAP Certification
Department). Changing membership status from Professional to Merited does not protect certification from being revoked.
THOSE WHO DO NOT RECERTIFY
If you lose your certification, retesting is required to regain certification.
DO SPECIALTIES NEED TO BE RECERTIFIED?
No, you do not need to recertify your specialty. By maintaining an active IAAP CAP certification, you will maintain your OM
and/or TA specialty as well.
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HOW TO APPLY FOR RECERTIFICATION
When applying for recertification, you will need to submit an application, spreadsheet of points earned within your five-year
cycle, and fee. The supporting documentation is not required but may be requested by IAAP staff if the individual’s application is audited or if supporting documentation is needed to determine eligibility of points.
SUPPORTING DOCUMENTATION SHOULD INCLUDE
Continuing Education – verification of participation or completion that includes the topic/description of education, length (in
clock hours, CEU credit, college credit or other form of measurement), and date.
Other Certifications or Recertification – certificate or letter verifying date professional credential or technical certification
was earned or date recertified.
Leadership – Letter or certificate verifying position held, duties, and length of term served.
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APPENDIX D
Examples of Qualifying Activities
EXAMPLES OF ACTIVITIES THAT DO AND DO NOT QUALIFY FOR RECERTIFICATION
To qualify for recertification in the category of Professional Development, a program or activity must align with the CAP
Body of Knowledge and provide at least 15 minutes of education.
Microsoft 2013 Tips and Tricks and Management Fundamentals are examples of programs in which the title describes the
education an attendee will learn, also known as a Learner Outcome (LO). In other cases, the title alone does not provide
enough details and the learner outcomes must be reviewed closer to determine eligibility of the program. Here are a few examples in which the learner outcomes determine if a program qualifies for CAP recertification.
Qualifies
Qualifies in the Content Area
Does not Qualify
Workplace Violence
Diffusing a situation using critical thinking
or communication skills
Active shooter preparedness
Domain 1
Self-defense techniques
Domestic abuse
Emergency Preparedness
Protecting or recovering company
resources or documents in the event of a
disaster
How to protect yourself or others in the event
of an emergency or disaster,
Domain 4
FEMA training, CPR, medical techniques
Stress Management
Reducing stress using time management,
organizational skills, or interpersonal
relations
Domain 5
Physical stress management using breathing
techniques, diet, exercise, yoga, meditation, or
similar means
Domain 1
Ergonomics
Proper office set-up, layout, or lighting in
the office
Treatments to alleviate physical conditions
caused by an inadequate office set-up
(stretching, chiropractic treatments)
Domain 4
Professionalism/Marketing Yourself
Professional branding
Professional Image
Networking
Professional attire; e.g. dressing for an
interview
Self-esteem building
Domain 1
How to be happy
Domain 1
Wardrobe building, style tips, fashion shows
Finance
Company budgets, understanding
financial statement
Personal finance
Family budgeting, couponing
Domain 7
Wills or funeral planning
P-card training
HR
Succession planning and effects of
retirement on an organization
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Personal retirement
Domain 6
Investing
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Qualifies
Qualifies in the Content Area
Does not Qualify
Writing/Office Publications
Grammar
Business writing
Using digital images in presentation or
publication
Poetry course
Domain 2
Basic photography course
International
Active foreign language courses
History course
Domain 1
Inactive foreign language courses
(e.g. Latin or Ancient Greek)
Multicultural/diversity courses
Religion courses
Technology
Mobile technology
Cyber security
Domain 3
How to navigate the IAAP Web site
Website development
Leadership
Being a member of an organization or
committee
IAAP Member of Excellence
Holding Officer or Chair position
Volunteer work
Event or time-based positions, e.g. Relay for
Life, United Way, Staff Outings
Other
Earning a Toastmaster achievement
recognition
Overview of CAP with approved content
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Domain 1
Attending Toastmaster meetings
History of Toastmasters
How individuals learn; study tips
Memory Power
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APPENDIX E
IAAP CAP Body of Knowledge 2017
The IAAP Certified Administrative Professional (CAP®) is a professional certification geared toward office
and administrative professionals. It is the only recognized professional certification in the administrative
field that encompasses all areas of the profession. The tasks and responsibilities of those working in
administrative professions are as varied and vast as the number of firms employing them. Whether a
first-level support for the manager of a community non-profit, the project lead for a city in the Midwest,
or the executive assistant for the chief executive officer for a Fortune 500, administrative professionals are
required to possess many skills and talents.
The CAP® Body of Knowledge is updated periodically to ensure it is consistent with current practices for
administrative professionals. The Certified Administrative Professional exam is aligned with the CAP Body
of Knowledge, which demonstrates the knowledge needed by today’s administrative professional.
The CAP Body of Knowledge was developed by subject matter experts and validated by administrative
professionals working across multiple industries through a series of extensive research studies. Under
each of the seven functional area domains are performance outcomes. Performance Outcomes (POs) are
detailed, measurable competencies based on the most significant knowledge and skills the administrative
professional should know in order to be successful in their positions, in support of the well-being of the
organization.
CAP EXAM DOMAINS
1. Organizational Communication 25%
2. Business Writing and Document Production 20%
3. Technology and Information Distribution 15%
4. Office and Records Management 15%
5. Event and Project Management 12%
6. Human Resources 8%
7. Financial Functions 5%
Note – the percentages after each domain indicate how much of the exam covers that subject-matter. For example, onefourth of the questions on the CAP exam relate to Organizational Communication and its performance outcomes.
CAP CORE RESOURCES
Each domain lists subject-specific recommended readings; however, these four textbooks contain a wide variety of content
covered on the CAP examination, thus are good general reference material when studying.
Bovee, C. L., and J. V. Thill. 2015. Business Communication Today, 13th Edition. Pearson Prentice-Hall
Rankin, D., and K. Shumack. 2016. The Administrative Professional: Technology and Procedures, 15th Edition. Delmar
Cengage Learning.
Shockley-Zalabak, Pamela. 2014. Fundamentals of Organizational Communication, 9th Edition. Pearson.
Vermaat, M. E., S. L. Sebok, S. M. Freund, J. T. Campbell, and M. Frydenberg. 2016. Enhanced Discovering Computers
2016, 1st Edition. Cengage Learning.
DOMAIN ONE: ORGANIZATIONAL COMMUNICATION
Recommended Readings for Organizational Communication:
Bovee, C. L., and J. V. Thill. 2015. Business Communication Today, 13th Edition. Pearson Prentice-Hall
Northouse, Peter. 2015. Leadership: Theory and Practice, 7th Edition. SAGE Publications, Inc.
Rankin, D., and K. Shumack. 2016. The Administrative Professional: Technology and Procedures, 15th Edition. Delmar
Cengage Learning.
Shockley-Zalabak, Pamela. 2014. Fundamentals of Organizational Communication, 9th Edition. Pearson.
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Applicable college courses:
Art of Human Communication
Introduction to Organizational Leadership
Principles of Business Management
Organizational Communication
PO 1: Describe the concepts and applications of communication, management, and leadership models/theories
within organizations.
• Identify the various types of communication (written, verbal, nonverbal, interpersonal, group, public) and which is the
most effective for different business situations.
• Describe management/leadership theories and how they relate to effective organizational communication.
• Explain basic communication theories and their usage in the workplace.
PO 2: Describe the process of effective interaction with internal and external stakeholders of an organization.
• Demonstrate a basic knowledge and proficiency in managing and resolving conflict within an organization.
PO 3: Recognize the importance and utilization of professional networking.
• Describe how networking (both in-person and virtual) has changed the way people find jobs and companies recruit new
employees.
PO 4: Demonstrate an understanding of team dynamics within organizations.
• Identify different types of teams and their purpose.
• Describe the specific kinds of dynamics within teams and how they can be managed.
• Demonstrate the ability to identify and evaluate the skills and competencies of team members.
• Demonstrate knowledge in effective decision-making, communication, and team building.
PO 5: Describe the positive and negative types of interpersonal interactions existing within an organization.
• Explain how human motivation effects organizational dynamics.
• Demonstrate basic knowledge of the differences between managing and leading.
• Explain the dynamics of mentorship and coaching, including the effect on performance.
• Describe power and how it can be used in organizations and interpersonal interactions.
• Demonstrate knowledge of change management and its role in organizational development.
PO 6: Demonstrate knowledge in the techniques of speaking in public.
• Describe how to apply methods of coping with public speaking anxiety.
• Identify the different types of speeches and appropriate usage of each.
• Demonstrate knowledge of how to prepare for and deliver a presentation.
PO 7: Demonstrate the ability to conduct business with diverse cultures.
• Describe international business practices with regard to cultural norms and rituals.
• Demonstrate knowledge of the importance of multi-cultural communication in today’s workplace.
PO 8: Demonstrate a basic knowledge in organizational structure, systems, and strategies including their role in
productivity and effective management.
• Describe the parts of a strategic plan and how it affects organization performance.
• Define various organization management systems that examine productivity (such as Six Sigma and TQM)
PO 9: Describe how confidentiality, legality, and ethics are important for the functioning of an organization.
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DOMAIN TWO: BUSINESS WRITING AND DOCUMENT PRODUCTION
Recommended Readings for Business Writing and Document Production:
Guffey, M. E., and D. Loewy. 2015. Essentials of Business Communication, 10th Edition. South-Western Publishing Co.
Smith, L. R.
Rankin, D., and K. Shumack. 2016. The Administrative Professional: Technology and Procedures, 15th Edition. Delmar
Cengage Learning.
Smith, L. R., R. Moore. 2013. English for Careers: Business, Professional and Technical, 11th Edition. Pearson PrenticeHall.
Straus, J., L. Kaufman, T. Stern. 2014. The Blue Book of Grammar and Punctuation: An Easy-to-Use Guide with Clear
Rules, Real-World Examples, and Reproducible Quizzes, 11th Edition. Wiley.
Applicable college courses:
Introduction to Business Writing
Document Formatting
Introduction to Word Processing
Desktop Publishing for the Office
PO 1: Demonstrate knowledge of terminology associated with business writing and document production.
• Identify the different functions of correspondence, documents, and reports within an organization.
• Describe which method is best for creating and distributing reports and documents within an organization.
• Describe the difference between formal and informal documents and the formats and styles used for each.
PO 2: Exhibit proficiency in proofreading and editing documents.
• Demonstrate knowledge of document readability for business communication.
• Identify and describe the most important steps when editing and proofreading.
• Apply the basics of copy editing for various types of documents.
PO 3: Demonstrate proficiency in the use of grammar, spelling, and sentence construction.
• Demonstrate ability to apply basic rules of English grammar, especially spelling, punctuation, capitalization, and
sentence construction.
PO 4: Describe the steps required to create and edit different types of business documents.
• Demonstrate an ability to determine and develop materials for the appropriate audience for different types of business
documents.
• Identify common file types (.doc, .pdf, .xls) and what kind of information they best communicate.
• Knowledge of which software applications are appropriate for the production of common business documents (e.g., MS
Word, MS Publisher, Adobe Acrobat).
• Demonstrate proficiency in spreadsheet creation, including simple formulas and data manipulation.
• Understand the application and usage of presentation software (e.g. MS PowerPoint, Prezi, etc.).
PO 5: Describe the technical aspects of office and web publishing (i.e. typefaces, printing styles, graphics,
fonts, etc.).
• Knowledge of web and office design software including features and functions.
• Identify important aspects of layout and design.
• Demonstrate a familiarity with online tools for web publishing.
• Recognize basic graphic design tools for office and web publishing.
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PO 6: Identify the necessary elements needed to create and present effective charts and graphs.
• Demonstrate knowledge of software applications used to create, format, and insert charts, tables, and graphs into
business documents and presentations.
PO 7: Identify the important elements necessary for finishing a document (e.g. binding, collation, stapling,
coloring, graphics, etc.).
• Describe the key differences and requirements for electronic versus hardcopy output of documents.
PO 8: Demonstrate proficiency in the creation of minutes for meetings.
DOMAIN THREE: TECHNOLOGY AND INFORMATION DISTRIBUTION
Recommended Readings for Technology and Information Distribution:
Rankin, D., and K. Shumack. 2016. The Administrative Professional: Technology and Procedures, 15th Edition. Delmar
Cengage Learning.
Vermaat, M. E., S. L. Sebok, S. M. Freund, J. T. Campbell, and M. Frydenberg. 2016. Enhanced Discovering Computers
2016, 1st Edition. Cengage Learning.
Applicable college courses:
Computerized Office Applications
Introduction to Computing
Office Systems Concepts
PO 1: Describe the process of information distribution within an office environment.
PO 2: Identify the important differences between traditional and electronic distribution of information.
• Demonstrate basic knowledge and proficiency in creating appropriate email and traditional letters with regard to
communication and etiquette.
• Demonstrate knowledge and proficiency of different email interface types.
• Know what software and technology is available for distributing information.
• Know the traditional forms of information distribution (e.g., postal services, telephone, flyers, etc.)
PO 3: Identify copyright laws, regulations regarding intellectual property, and ways to maintain confidentiality
when distributing information.
PO 4: Describe the process and techniques of gathering, compiling, and analyzing data.
• Identify and describe the appropriate methods of research when gathering and analyzing data.
• Knowledge of which software applications are appropriate for compiling, storing, and analyzing data.
• Demonstrate a clear understanding of which data is appropriate to collect and why.
• Demonstrate a proficiency in creating a well-organized report with regard to organization and data visualization.
PO 5: Demonstrate knowledge in the use of the Internet, including social media, as a way of distributing
information.
• Identify and describe the important characteristics of sending email (e.g., etiquette, attachments, formatting, etc.).
• Demonstrate knowledge and proficiency in social media usage and etiquette.
• Knowledge of which social media applications are appropriate for a specific task and how to use them.
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PO 6: Demonstrate basic knowledge in installation, maintenance, and troubleshooting both equipment and
software.
• Identify various computer hardware used in an office.
• Demonstrate knowledge of basic office software and functions.
• Identify available online resources for equipment and software training and usage.
PO 7: Demonstrate basic knowledge in the use of different types of computer operating systems.
PO 8: Describe common ways of storing and transferring data and the types of media appropriate for each.
• Demonstrate knowledge and proficiency in identifying file types and the appropriate ways of converting documents.
• Knowledge of software programs used for document conversion.
• Identify and describe common procedures of backing up electronic information and databases.
PO 9: Explain appropriate security procedures for maintaining, backing up, and storing information.
• Demonstrate knowledge of legal issues regarding the storing of electronic information.
DOMAIN FOUR: OFFICE AND RECORDS MANAGEMENT
Recommended Readings for Office and Records Management:
Rankin, D., and K. Shumack. 2016. The Administrative Professional: Technology and Procedures, 15th Edition. Delmar
Cengage Learning.
Read, J. and M. L. Ginn. 2015. Records Management. Thompson/South-Western Publishing.
Applicable college courses:
Records Management
Office Systems Concepts
PO 1: Demonstrate knowledge of basic terminology associated with records management.
PO 2: Identify the key advantages and disadvantages of electronic and manual (paper) file management.
PO 3: Demonstrate knowledge of both electronic and manual (paper) filing rules and standards.
• Describe types of electronic files, naming conventions, options for accessing, and methods of altering information.
• Knowledge of available software, systems, and services for electronic filing.
• Describe the different methods for creating, storing, and retaining files.
PO 4: Identify the appropriate security for both electronic and manual files.
• Identify the key laws regarding record storage and confidentiality.
• Describe both the strengths and weaknesses of types of record and file security.
PO 5: Demonstrate knowledge of file retrieval, maintenance, and retention.
PO 6: Define the basics of creating functioning and productive workspaces.
• Describe the significant elements of office layout and why they are important to efficient and effective working
conditions.
PO 7: Demonstrate knowledge of resources necessary to efficiently manage an office.
• Describe the steps in placing and receiving supply orders.
• Describe practices regarding purchasing options and procurement.
• Describe the process of creating and distributing a Request for Proposal (RFP).
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PO 8: Identify the important methods of checking and maintaining inventory.
• Identify the steps involved in creating inventory lists.
• Recognize types of software appropriate for maintaining inventory.
PO 9: Demonstrate knowledge of forming a virtual office.
• Identify both the advantages and disadvantages of virtual offices versus traditional offices.
DOMAIN FIVE: EVENT AND PROJECT MANAGEMENT
Recommended Readings for Event and Project Management:
Rankin, D., and K. Shumack. 2016. The Administrative Professional: Technology and Procedures, 15th Edition. Delmar
Cengage Learning.
Scholar, D., and S. Losurdo. 2014. Meeting and Event Planning Playbook: Meeting Planning Fundamentals.
CreateSpace.
Applicable college courses:
Basics of Project Management
Event Management
PO 1: Demonstrate knowledge of basic terminology associated with event management.
PO 2: Demonstrate proficiency in travel preparation.
• Describe the necessary elements for planning and organizing travel, both domestically and abroad.
PO 3: Describe the key requirements for meetings both in person and virtual.
• Describe the steps required in the organization and planning of professional meetings.
• Knowledge of which software applications are appropriate for online meetings.
PO 4: Demonstrate knowledge in prioritizing and delegating elements of a project from planning to
implementation.
• Identify and describe the important techniques of time management from the planning stage to the implementation of a
project.
• Demonstrate the ability to identify and evaluate the skills and competencies of others for project delegation.
PO 5: Describe the steps required in organizing, planning, and managing a project.
• Identify which software and technology tools are appropriate for managing a project.
• Demonstrate knowledge of negotiating, budget review, and bill explanation when organizing a project.
• Demonstrate proficiency in prioritizing and organizing work tasks.
DOMAIN SIX: HUMAN RESOURCES
Recommended Readings for Human Resources:
Dessler, Gary. 2016. Human Resource Management, 15th Edition. Pearson Prentice-Hall.
Applicable college courses:
Introduction to Business Human Relations
Human Relations
PO 1: Identify the basic terminology associated with human resources.
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PO 2: Demonstrate knowledge in the duties and processes of human resources.
• Describe different forms of harassment in the workplace.
• Describe the ways to address employee situations professionally and legally.
• Identify ways to follow organizational policies and procedures.
• Demonstrate knowledge of and purpose for performance evaluations.
PO 3: Identify the necessary policies and procedures of maintaining employee files/records.
• Identify what types of employee records are maintained within an organization.
• Describe the procedures of confidentially maintaining employee records.
• Identify the rights and responsibilities of both the organization and the employee.
PO 4: Explain why training and procedure manuals are important for an organization.
• Identify important aspects of effective training programs.
• Describe what elements of organizational procedure should be included in training and procedure manuals.
PO 5: Describe the recruitment process, staffing, and hiring practices.
• Define different interview types and process.
• Demonstrate the ability to determine the staffing requirements of an organization.
PO 6: Recognize why cultural and generational diversity is important for organizations.
• Identify what should be included in diversity training within an organization.
• Describe how differing cultural and generational perspectives can benefit an organization.
• Identify ways in which cultural diversity can generate conflict and describe how it can be reduced.
PO 7: Demonstrate a basic knowledge of the procedures involved in onboarding and offboarding employees
within organizations.
PO 8: Identify key elements of human resource law and the organizational impact.
DOMAIN SEVEN: FINANCIAL FUNCTIONS
Recommended Readings for Financial Functions:
• Piper, M. 2013. Accounting Made Simple: Accounting Explained in 100 Pages or Less. Simple Subjects, LLC.
• Siciliano, G. 2014. Finance for Nonfinancial Managers, Second Edition (Briefcase Books Series). McGraw-Hill
Education.
Applicable college courses:
Introduction to Bookkeeping
Introductory Accounting
Basic of Financial Management
PO 1: Identify basic terminology associated with the financial functions of the organization.
PO 2: Demonstrate a knowledge of budgets and financial statements.
• Identify the different elements of a budget.
• Demonstrate a proficiency in how to read a financial statement.
• Describe the key differences between a budget, a profit and loss statement, and a statement of cash flows.
• Describe the process of creating, tracking, and balancing a budget.
• Identify the procedures and management of petty cash.
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PO 3: Identify important elements of the banking process and transactions.
• Identify the appropriate forms for depositing, withdrawing, and transferring cash.
• Describe how to record, report, and document cash and checks.
• Describe safe and secure money-handling procedures.
PO 4: Demonstrate a basic knowledge of journal entries for financial transactions.
• Describe the key difference between the debit and credit columns of a financial journal.
• Identify the main types of financial accounts (e.g. chart of accounts, accounts receivable, and accounts payable).
• Describe the difference between a general journal and a combined journal.
• Identify software for creating financial journals.
PO 5: Describe the reconciliation process of both electronic transfers and bank statements.
PO 6: Demonstrate knowledge of simple statistical analysis.
• Demonstrate a basic knowledge in performing and reporting statistics.
• Identify the appropriate software for performing and presenting statistical analysis.
PO 7: Demonstrate a basic knowledge in organizing, budgeting, and communicating with regard to charitable
contributions.
• Demonstrate a basic knowledge of the federal laws and regulation regarding charitable fundraising.
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APPENDIX F
IAAP CAP Application Sample
Step 1: Confirm you meet the requirements to take the exam:
(check all boxes that relate to you)
q I have 24 months of administrative experience and a bachelor’s degree
from an accredited institution*; OR
q I have 36 months of administrative experience and an associate degree
q I have 48 months of administrative experience
from an accredited institution*; OR
*Include copy of degree or transcript with your application. Applicants who do not have
a college degree are required to provide 48 months of administrative experience.
q The administrative experience I am submitting is all within the past 10 years; AND
q The administrative experience I am submitting includes twelve consecutive months in the past five years.
Step 2: Make note of exam dates and deadlines:
Exam Dates
Application due to IAAP (Received by)
Late Applications (Received by)
Schedule CBT Appt
Sept. 18-30, 2017
Aug. 17, 2017
Aug. 31, 2017
Beginning July 5, 2017
Step 3: Download the CAP Body of Knowledge:
Everyone learns at a different pace. Some individuals prepare for the exam in a few months; others prefer a longer time to
study. Your current knowledge of the exam content, your work experience, and your study habits are all factors to consider.
Refer to the CAP Body of Knowledge.
Step 4: Apply for the Exam:
As the application deadline approaches, decide if you are on track with your studies. If you feel prepared for the exam,
proceed with submitting your application.
If you are a new candidate applying for the IAAP CAP exam you will need to submit:
1. Completed Exam Application
2. Completed Qualifying Administrative Experience form (included in application)
3. Copy of a college degree or transcript if submitting less than four years experience
4. Exam fee
If you are a retake candidate you will need to only submit:
1. Completed application form
2. Exam fee
Step 5:Follow-up:
Please contact us if your emailed application has not been acknowledged within 2 business days or your mailed application has
not been acknowledged within 7 business days.
STEPS FOR APPLYING
Step 1: Fill out an application online or download and fill in a CAP Registration Form
with Acrobat Reader.
Click here for the online application.
Click here for the PDF.
Step 2: If using the PDF, save the document to your computer
Step 3: Email to [email protected]
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APPLICATION
To Take The Certified Administrative Professional exam
Please complete and email to [email protected]
or print legibly.
Exam Dates
IAAP CAP Exam as a q New Applicant q Retake Candidate
q SEPT. 18-30, 2017*
*See next page for exam dates, deadlines and fees.
__________________________________________________________________
IAAP ID # (if known)
__________________________________________________________________
First Name
Middle Initial Last Name
(_________ )________________________________________________________
Office Phone
__________________________________________________________________
Job Title
(_________ )________________________________________________________
Home Phone
__________________________________________________________________
Email Address
(_________ )________________________________________________________
Mobile Phone
o Email Opt-Out
We want to stay in touch with you regarding IAAP information, benefits, and
educational offerings. However, if you do NOT wish to receive emails from
IAAP regarding membership, member promotions, conferences, education, and
events, check this box.
Preferred mail to:
Preferred daytime phone:
_____________________________ __________________________________
Gender (optional)
Birth Date (mm/dd/yy) (optional)
__________________________________________________________________
Home Address/PO Box
__________________________________________________________________
Company Name
__________________________________________________________________
Home City
State
ZIP
Country
__________________________________________________________________
Office Address/PO Box
o Check here if you do NOT wish to receive IAAP Partners mail.
o Office
o Office
o Home
o Home
o Mobile
__________________________________________________________________
Office City
State
ZIP
Country
Have you previously applied for IAAP’s certification exam?
q Yes
q No
Name (if different when applied) __________________________________________________________________________________
Method of Payment (See next page for fee structure)
q Check or money order enclosed (payable to IAAP) in the amount of $______________
q Please charge $_____________ to my credit card:
q Visa
q MasterCard
q Discover
q American Express
Card Number____________________________________________________________________________ Expiration Date_________________ CSC Code_________________________
Name as it appears on card__________________________________________________________________________________________________________________________________
Billing ZIP/PC___________________
Authorized Signature (required for processing)___________________________________________________________________________________
Applications submitted without payment will not be processed. Fees are nonrefundable once the application has been processed.
Reasonable accommodations will be made for candidates with disabilities. Please describe specific needs at time of application.
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FEES (payable in U.S. funds)
IAAP Member
Check Applicable Box
Nonmember
$375
q CAP exam fee
q Late fee (if applicable)
$50
$
Total Amount Due
Join Now*
$560
q CAP exam fee
q Late fee (if applicable)
Total Amount Due
$50
$
$150
q IAAP Membership
q CAP exam fee
q Late fee (if applicable)
Total Amount Due
$350
$50
$
Fees are non-refundable once the application has been processed.
*By selecting the option to Join Now, you are consenting to a one-year professional membership at $150. With your membership, the cost to
take the CAP exam is discounted to $350.
All Applicants: I certify that I have read and understand the Applying and Qualifying regulations, that the information supplied is correct and in accordance with
the instructions, and that I am responsible for submitting information to keep my file current. I further certify that my experience as submitted conforms to the IAAP
definition of an administrative professional and that IAAP reserves the right to obtain further verification of information provided in this application. I understand and
agree that all examination materials, answers and test scores are the exclusive property of IAAP. I also agree to accept the scores as final as reported by IAAP.
I agree that IAAP may at its discretion release information contained in this application, my examination results and my test scores to researchers selected by IAAP
to study testing issues for the IAAP examination program under appropriate conditions of confidentiality established by IAAP. Aside from such research purposes, I
understand that my individual examination results and test scores will be considered by IAAP to be confidential unless authorized by me and will not be released to
others except pursuant to legal process. I understand that any material misstatement in connection with this application will automatically void it. I also understand that
applications are maintained by IAAP for a three-year period.
I also agree to accept and abide by the IAAP Code of Conduct.
IAAP is not responsible for lost, damaged, misdirected, incomplete, illegible, or postage-due applications.
Signature of Applicant ____________________________________________________________________________________
Date___________________________
Email with credit card information to: [email protected]
OR Mail application, fees and education and/or experience verification to:
IAAP—Certification
10502 N Ambassador Dr., Suite #100 | Kansas City, MO 64153-1291
IAAP reserves the right to refuse acceptance of any application.
Certified Administrative Professional® and CAP® are trademarks owned by IAAP®.
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QUALIFYING ADMINISTRATIVE EXPERIENCE
Qualifying administrative experience includes duties such as: interpersonal communications; written
communications; information distribution; document production; scheduling and planning; records
management; business finance; meeting management; managing physical resources; conducting research;
supervising; leadership; human resources; and technology.
All IAAP CAP candidates must provide qualifying administrative experience to meet the requirements:
24 months administrative experience with a bachelor’s degree in a business-related field*; or
36 months administrative experience with an associate degree in a business-related field*; or
48 months administrative experience; AND
*Copy of degree or transcript showing degree earned; AND
All administrative experience submitted is within the past 10 years; AND
The administrative experience submitted includes 12 consecutive months within the past five years.
Most Recent Qualifying Administrative Position
Position______________________________________________________________________________
From (mm/dd/yyyy)________________
To (mm/dd/yyyy)________________
Company Name and Address_________________________________________________________________________________________________________________________________
Immediate Supervisor’s Name and Phone Number________________________________________________________________________________________________________________
Duties Performed
Previous Qualifying Administrative Position
Position______________________________________________________________________________
From (mm/dd/yyyy)________________
To (mm/dd/yyyy)________________
Company Name and Address_________________________________________________________________________________________________________________________________
Immediate Supervisor’s Name and Phone Number________________________________________________________________________________________________________________
Duties Performed
Previous Qualifying Administrative Position
Position______________________________________________________________________________
From (mm/dd/yyyy)________________
To (mm/dd/yyyy)________________
Company Name and Address_________________________________________________________________________________________________________________________________
Immediate Supervisor’s Name and Phone Number________________________________________________________________________________________________________________
Duties Performed
My signature below attests that all information provided is true and accurate. I also acknowledge that my experience may require further verification and
authorize management representatives and supervisors for whom I have worked to release information relating to my employment history to IAAP.
Signature __________________________________________________________________________________________________
Date___________________________
(Copy this form as needed to submit additional qualifying administrative experience)
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