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Accountability

Demonstrates a high level of dependability in all aspects of the job.  Owns up to own words and actions.  Can be relied on consistently. 

For example: 

• Completes all assigned tasks on time and with minimal supervision
• arrives at work on time every day
• fulfills all commitments made to peers, co-workers, supervisors, and customers
• admits mistakes, misjudgments, or errors; immediately informs others when unable to meet a commitment
• does not pretend to have all the answers
• takes personal responsibility for seeing efforts through to completion and/or tough decisions, etc.

Adaptability

Responds to change with a willingness to learn new ways to accomplish work objectives and with a positive attitude.

For example:  

• sees the merits of new or different approaches to accomplishing work tasks
• asks questions to understand the objectives of changes
• seeks opportunities to make changes work rather than identifying reasons why changes won’t be successful
• makes suggestions for increasing the effectiveness of changes
• shows willingness to learn new methods, procedures, techniques or systems resulting from departmental or College-wide changes
• able to shift strategy in response to the demands of a situation, etc.

Analytical Thinking/Problem Solving

Works systematically and logically to resolve problems, identify causation and anticipate unexpected results.  Manages issues by drawing on own experience and knowledge and calls on other resources as necessary.

For example:

• undertakes complex tasks and breaks them down into manageable parts in a systematic way
• thinks of multiple possible causes and anticipates consequences of situations
• thinks of possible alternatives for a situation
• recognizes and reconciles data discrepancies
•  identifies information needed to effectively solve problems
• weighs the pros and cons of options and alternatives
• systematically changes variables to determine effects on the whole, etc.

Customer Focus/Service

Keeps internal and/or external customer(s) in mind at all times.  Strives to proactively address customer concerns and needs.  Assists business partners and customers  achieve their work goals via application of their own skills and knowledge; strives to provide consistent customer satisfaction.

For example: 

• creates opportunities for customers to clarify and prioritize  business expectations
• enlists the agreement and support of customers before moving forward with key decisions
• follows up with customers to make certain they are satisfied and ask whether further assistance is necessary
• actively listens to customers and involves them in all stages of planning
• views situations from the perspective of the customer
• talks easily with customers about their need
•  discusses options with customer for alternate ways to meet expectations efficiently and cost-effectively, etc.

Effectiveness

Makes a commitment to accomplish tasks better, more quickly, or at a lower cost.

For example:

• Identifies inefficiencies and takes steps to eliminate them
• Delegates work effectively to optimize use of own time
• Expedites the work of others by running interference and fielding external problems
• Redirects and refocuses meetings when discussions go off track

Initiative

Evaluates, selects and acts on strategies for solving problems and meeting objectives before being asked to do so. Begins actions to influence events and/or to achieve goals. Sees opportunities for action and acts on them.

For example:

• Does things before being asked
• Recognizes and acts upon opportunities
• Creates opportunities or minimizes potential problems by anticipating and preparing for them in advance
• Willing and eager

Planning and Organization

Establishes a systematic course of action for self and others in order to accomplish objectives; determines priorities and allocates resources effectively.

For example:

• Uses systems to keep track of information; keeps detailed records as necessary
• Effectively sets priorities with an appropriate sense of what is most important
• Anticipates obstacles realistically
• Manages time effectively to meet schedules and deadlines
• Effectively handles multiple demands and competing priorities
• Checks with relevant constituents to be sure tasks, time frames, budgets are realistic and complete
• Tackles complex projects by breaking them into manageable components

Professional/Technical/Procedural Expertise

Applies specialized knowledge, skills and judgment to accomplish desired results and/or provide excellent customer service.

For example:

• Understands procedural and technical aspects of one’s job
• available to assist others in solving professional or technical problems
• performs procedural steps in the correct order, accurately and on time to complete activity
• demonstrates resourcefulness in acquiring additional professional expertise
• keeps up to date on resources available to meet the needs of customers, internal and external

Project Management

Assures successful project completion by establishing a systematic course of action for self and other members of project team; the ability to monitor progress toward a goal and make adjustments accordingly.

For example:

• Gather and analyze relevant information to plan a course of action
• Use appropriate resources for information and expertise
• Alerts appropriate parties immediately about potential problems
• Anticipates obstacles and develops contingency plans
• Monitors and tracks project plan implementation to ensure timely completion
• Documents project progress, changes, decision points as necessary
• Meets project management commitments with minimal supervision

Safety and Environment Awareness

Performs job in a manner that minimizes hazards to oneself, others, as well as the environment.

For example:

• keeps work areas clean and safe and takes action to remove or remediate safety hazards in own work area and within the organization
• Follows appropriate hazardous waste management procedures
• Knows the departmental emergency plans for fires , disasters and campus emergencies
• Recognizes and acknowledges  safe behaviors exhibited by co-workers
• Regularly communicates safety and environment awareness as a priority
• Considers impact on environment as practices and procedures are developed and work is delegated.

Supervisory Skills

Demonstrates the abilities of a skilled supervisor/manager on a daily basis. There are many aspects to being an accomplished and successful supervisor and we have provided a few general examples:

• Manages employees effectively for optimal performance
• Manage conflicts among subordinates
• Delegate tasks when possible to accomplish work efficiently and effectively
• Develop the skills of others
• Provide strong leadership and team building; build relationships among your teams
• Serve as an effective project manager

Team Participation

Promotes a team atmosphere and willingly cooperates with others to achieve organization objectives.

• Demonstrate respect for the opinions and ideas of others
• Readily shares information with others appropriately
• Supports final group decisions even when the decisions may not reflect one’s own position
• Works well with all employees, capitalizing on the strengths of diversity
• Listens to all points of view
• Gives credit and recognition to all who have contributed
• Takes personal responsibility for mistakes and does not lay blame on others
• Demonstrates interest in helping others solve problems
• Finds areas of agreement when working with conflicting groups or individuals

Verbal Communication

Effectively expresses ideas and thoughts verbally in individual or group situations to bring about understanding.

For example:

• Presents oneself clearly and articulately when presenting to a group
• Uses examples, analogies to clarify ideas and thoughts
• Uses vocabulary that is appropriate to the audience
• Uses additional resources (e.g., visual aids, graphics, etc.) appropriately
• Keeps communication clear, straightforward, translates technical terms as appropriate
• Enhances listeners understanding of the issues or ideas being expressed

Written Communication

Expresses thoughts and ideas clearly in writing using correct grammar, organization and structure

For example:

• Produces written materials that are organized and easy to understand
• Uses examples as appropriate to convey content
• Uses proper spelling, punctuation and grammar
• Keeps written material organized, concise and relevant