job competency framework and library · • correctly analyzes the business issues and identifies...

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JOB COMPETENCY FRAMEWORK AND LIBRARY


List of Competencies

Accountability & Dependability - Individual ................................................................................................................4

Accountability & Dependability - Leader .....................................................................................................................4

Adaptability + Flexibility .............................................................................................................................................4

Analytical Thinking .....................................................................................................................................................5

Attention to Communication ......................................................................................................................................5

Attention to Detail .....................................................................................................................................................5

Budget Management .................................................................................................................................................6

Building Collaborative Relationships ...........................................................................................................................6

Business Acumen .......................................................................................................................................................6

Change Management .................................................................................................................................................7

Coaching & Mentoring ...............................................................................................................................................7

Compliance Management ..........................................................................................................................................7

Computer Skills ..........................................................................................................................................................8

Conceptual Thinking ..................................................................................................................................................8

Conflict Management .................................................................................................................................................8

Continuous Improvement Orientation ........................................................................................................................9

Cultural Awareness ....................................................................................................................................................9

Customer Service Oriented .........................................................................................................................................9

Decision Making & Judgement ................................................................................................................................. 10

Data Analysis ........................................................................................................................................................... 10

Delegating ............................................................................................................................................................... 10

Developing Others ................................................................................................................................................... 11

Diagnostic Information Gathering ............................................................................................................................. 11

Empowering Others ................................................................................................................................................. 11

Entrepreneurial Orientation ..................................................................................................................................... 12

Establishing Focus .................................................................................................................................................... 12

Ethics and Integrity .................................................................................................................................................. 12

Executive Presence .................................................................................................................................................. 12

Facilitation ............................................................................................................................................................... 13

Forward Thinking ..................................................................................................................................................... 13

Fostering Innovation ................................................................................................................................................ 13

Fostering Teamwork ................................................................................................................................................ 14

Group Facilitation .................................................................................................................................................... 14


Influencing Others ................................................................................................................................................... 14

Initiative/Independence ........................................................................................................................................... 15

Interpersonal Awareness ......................................................................................................................................... 15

Leadership ............................................................................................................................................................... 15

Leveraging Diversity ................................................................................................................................................. 16

Managing Projects or Programs ................................................................................................................................ 16

Oral Communication ................................................................................................................................................ 16

Organizational Alignment ......................................................................................................................................... 17

Performance Management ....................................................................................................................................... 17

Persuasive Communication ...................................................................................................................................... 17

Planning & Organizing .............................................................................................................................................. 18

Political Savvy .......................................................................................................................................................... 18

Presentation/Public Speaking ................................................................................................................................... 19

Problem Solving ....................................................................................................................................................... 19

Process Management ............................................................................................................................................... 19

Professional Demeanor ............................................................................................................................................ 20

Project Management ............................................................................................................................................... 20

Providing Motivational Support................................................................................................................................ 20

Quality Assurance .................................................................................................................................................... 21

Reading Comprehension .......................................................................................................................................... 21

Report Writing ......................................................................................................................................................... 21

Researching Information .......................................................................................................................................... 21

Resilience ................................................................................................................................................................ 22

Resource Management ............................................................................................................................................ 22

Results Orientation .................................................................................................................................................. 22

Risk Management .................................................................................................................................................... 22

Safety Awareness .................................................................................................................................................... 23

Self Confidence ........................................................................................................................................................ 23

Self-Management .................................................................................................................................................... 23

Staff Management ................................................................................................................................................... 24

Strategic Thinking .................................................................................................................................................... 24

Team Player ............................................................................................................................................................. 24

Teaching Others ....................................................................................................................................................... 25

Vision ...................................................................................................................................................................... 25

Written Communication ........................................................................................................................................... 25


COMPETENCY

Accountability & Dependability - Individual The ability to take personal responsibility for the quality and timeliness of work. • Shows up to work on time. • Follows instructions, policies, and procedures, and adheres to standards of conduct. • Meets productivity standards, deadlines, and work schedules. • Stays focused on tasks in spite of distractions and interruptions. • Balances quality of work with meeting deadlines. • Proactively points out potential problems, and acknowledges and corrects mistakes. • Accepts personal responsibility for quality and timeliness of work, and personal conduct. • Follows through on commitments and promises with an appropriate sense of urgency.

Accountability & Dependability - Leader The ability to take responsibility for the quality and timeliness of work of the team as a whole. • Ensures self and team follow instructions, policies and procedures, and standards of conduct. • Leads team to meet productivity standards and deadlines. • Balances quality of work with meeting deadlines. • Does not diffuse blame for self or team not meeting expectations; faces up to problems created by

team quickly and directly. • Accepts responsibility for own and team’s work quality, timeliness of work and conduct—taking steps to

assess, acknowledge and correct mistakes when needed. • Is a role model for and inspires others to be accountable and dependable. • Follows through on commitments and promises with an appropriate sense of urgency.

Adaptability + Flexibility The ability to be open to different and new ways of doing things and willing to modify one’s preferred or typical way of doing things in response to new information, changing conditions, or unexpected obstacles. • Demonstrates openness to others’ perspectives and new organizational structures, procedures, and

technology. • Readily tries new approaches appropriate for new or changed situations; does not persist with

ineffective behaviors. • Responds positively to change, embracing and using new practices or values to accomplish goals and

solve problems. • Adapts approach, goals, and methods to achieve solutions and results in dynamic situations or in

response to changes in the work environment. • Tries to understand changes in work tasks, situations, and environment as well as the logic or basis for

change; actively seeks information about new work situations. • Approaches change and new situations as opportunities for learning or growth, focuses on the

beneficial aspects of change, and speaks positively about the change to others.


COMPETENCY

Analytical Thinking The ability to tackle a problem by using a logical, systematic, sequential approach. • Makes a systematic comparison of two or more alternatives. • Notices discrepancies and inconsistencies in available information. • Recognizes cause and effect relationships and patterns within available data; and distinguishes

between critical and irrelevant data. • Identifies a set of features, parameters, or considerations to take into account, in analyzing a situation or

making a decision. • Approaches a complex task or problem by breaking it down into its component parts and considering

each part in detail. • Weighs the costs, benefits, risks, and chances for success, in making a decision. • Identifies many possible causes for a problem.

Attention to Communication The ability to ensure that information is passed on to others who should be kept informed. • Ensures that others involved in a project or effort are kept informed about developments and plans. • Ensures that important information from his/her management is shared with his/her employees and

others as appropriate. • Shares ideas and information with others who might find them useful. • Uses multiple channels or means to communicate important messages (e.g., memos, newsletters,

meetings, electronic mail). • Keeps his/her manager informed about progress and problems; avoids surprises. • Ensures that regular, consistent communication takes place.

Attention to Detail The ability to process detailed information effectively and consistently. • Performs tasks with care and according to procedures and standards; makes few if any errors. • Proactively checks work to ensure accuracy, consistency and completeness. • Compares observations or finished work to what is expected to find inconsistencies. • Identifies and addresses details that are easy to overlook or dismiss as insignificant. • Stays alert and concentrated; remains focused when dealing with detailed information. • Devises methods or utilizes systems to monitor and control detailed information accurately and

adequately.


COMPETENCY

Budget Management The ability to estimate, justify, and manage appropriate funding levels to support mission accomplishment. • Demonstrates broad understanding of principles of financial management necessary to ensure

appropriate funding levels. • Prepares, justifies, and/or administers the budget for the program area • Uses cost-benefit thinking to set priorities. • Monitors expenditures in support of programs and policies. • Identifies cost-effective approaches. • Uses creative approaches to maximize or leverage the use of financial resources. • Adjusts priorities in response to changing financial resources.

Building Collaborative Relationships The ability to develop, maintain, and strengthen partnerships with others inside or outside the organization who can provide information, assistance, and support. • Asks about people’s personal experiences, interests, and family. • Takes time to get to know coworkers, to build rapport and establish a common bond. • Seeks out shared interest, experiences, or other common ground. • Shows an interest in what others have to say; acknowledges their perspectives and ideas. • Recognizes and adapts to the business concerns, perspectives, communication and behavioral styles of

others. • Expresses gratitude and appreciation to others who have provided information, assistance, or support. • Builds, assists, and leverages a network with people whose assistance, cooperation, and support may

be needed.

Business Acumen The ability to have a deep and applicable understanding of the system of how a business achieves its goals and objectives. • Applies knowledge of industry/sector priorities, dynamics and operational structures to make business

decisions that may involve an element of risk. • Correctly analyzes the business issues and identifies appropriate action. • Acquires additional information to resolve specific business issues and inform decisions. • Develops and continuously reviews business plans that take into account the organization’s strategic

mandate, longer-term activities, issues, problems or opportunities. • Assesses and links short-term tasks and objectives in the context of long-term business strategies or

perspectives and industry trends. • Adapts priorities and business plans in response to changing market demands.


COMPETENCY

Change Management The ability to demonstrate support for innovation and for organizational changes needed to improve the organization’s effectiveness; initiating, sponsoring, and implementing organizational change; helping others to successfully manage change. • Seizes opportunities to influence the future direction of an organizational unit or the overall business. • Helps employees to develop a clear understanding of what they will need to do differently, as a result

of changes in the organization. • Implements or supports various change management activities (e.g., communications, education,

team development, coaching). • Establishes structures and processes to plan and manage the orderly implementation of change. • Helps individuals/groups manage anxiety associated with change.

Coaching & Mentoring The ability to enable others to grow and succeed through feedback, instruction, and encouragement. • Coaches others regardless of performance level. Shares specialized approaches and skills that will

increase capabilities. • Helps others identify key goals and use their talents to achieve those goals. Sees others’ potential and

strengths, and works to build on them. • Takes time to observe behaviors that contribute to or detract from others’ success. Highlights

performance strengths and weaknesses by giving factual, specific, non-judgmental feedback. • Builds relationships with teammates so that coaching efforts are received in a positive, developmental

manner. Takes steps to learn the work interests and career goals of teammates. • Models success behaviors, a high-performance work ethic, and constant self-improvement.

Compliance Management The ability to identify, define, develop, evaluate and improve systems, processes and procedures that ensures compliance. • Develops policies, procedures, and training in support of compliance activities. • Devises methods or utilizes systems to monitor and report on compliance activities. • Maintains current on compliance requirements and industry best practices. • Clearly communicates the reasons for seeking compliance and the consequences of failure to comply

with regulations, standards, or policies. • Regularly conducts audits to verify effectiveness of compliance activities and identifies and addresses

compliance gaps of opportunities to mitigate risk. • Clearly explains laws, rules, and regulations, as well as what constitutes a violation.


COMPETENCY

Computer Skills The ability to operate standard personal computer and use available computer software, applications and technology. • Understands how to navigate the operating system and peripheral components associated with

assigned computer. • Adheres to security measures required by systems, internal policies, and compliance. • Effectively utilizes appropriate software for various types of internal and external communication and

calendaring. • Effectively utilizes software applications specific to one’s unique job duties and standard software

applications, such as Microsoft Office suite, for creation, editing, maintaining, and presenting information internally and externally.

• Maintains local and shared files in an organized manner and adheres to procedures to ensure proper file backup.

• Seeks to understand and utilize features that will contribute to better output, efficiency, quality, or other requirement, differentiation or representation of brand.

Conceptual Thinking The ability to find effective solutions by taking a holistic, abstract, or theoretical perspective. • Notices similarities between different and apparently unrelated situations. • Quickly identifies the central or underlying issues in a complex situation. • Creates a graphic diagram showing a systems view of a situation. • Develops analogies or metaphors to explain a situation. • Applies a theoretical framework to understand a specific situation.

Conflict Management The ability to handle conflicting interests diplomatically and to help solve them. • Effectively identifies and manages potential conflicts within relationships to prevent disagreements from

arising. • Works to resolve conflict among team members by showing respect for others’ opinions and working

toward mutually agreeable solutions. • Anticipates stakeholder (e.g., customers, peers, supervisor) agendas; finds and presents solutions that

prove to be effective. • Demonstrates a keen ability to distinguish between critical and non-critical conflicts; avoids nearly all

unnecessary or unproductive confrontations. • Successfully redirects others when they begin to lose focus on the critical issues that need to be

resolved. • Develops highly creative and effective solutions to problems and uses solid negotiation skills to arrive at

win-win solutions even in the most difficult circumstances. • Anticipates his/her personal, team and department future needs and focuses on solutions that will meet

his/her needs now and in the future.


COMPETENCY

Continuous Improvement Orientation The ability to look inward to achieve incremental improvements in work processes and results. • Continually searches for processes or steps which lead to the accomplishment of desired outcomes. • Looks for ways to improve quality, efficiently and effectiveness in all work performed. • Searches for methods to reduce redundancies or repetition which provide minimal or no value in work

processes. • Examines current processes and looks for more efficient and productive avenues for positive outcomes.

Cultural Awareness The ability to relate well to people from varied backgrounds, understanding diverse worldviews, and sensitive to group differences; sees diversity as an opportunity, challenges bias and intolerance. • Recognizes cultural differences among people and effectively works to bridge any cultural gaps

regardless of personal differences that may exist. • Treats all people with dignity and respect regardless of cultural or socioeconomic background. • Avoids making statements that may offend or hurt others from different cultural or socioeconomic

backgrounds. • Considers and honors different opinions, styles, and ways of working and helps other team members to

do the same. • Responds to and directly addresses comments and actions of others that reflect stereotypical views of

people that are different from one’s self. • Develops strategies for overcoming even the most challenging cultural differences to achieve common

goals. • Actively seeks to eliminate “out groups” so that all people feel included and are free to be themselves.

Proactively works to change views of those that are intolerant of different people. • Thrives within the context of diverse teams; capitalizes on diversity to find creative solutions and

encourages other team members to leverage the diverse talents of others. • Consistently communicates even the most difficult messages in a sensitive and supportive manner

without compromising on the meaning of the message.

Customer Service Oriented The ability to demonstrate concern for satisfying one’s external and/or internal customers. • Quickly and effectively solves customer problems. • Talks to customers (internal or external) to find out what they want and how satisfied they are with what

they are getting. • Informs customers of willingness to work with them to meet their needs. • Finds ways to measure and track customer satisfaction. • Presents a cheerful, positive manner with customers.


COMPETENCY

Decision Making & Judgement The ability to make timely, informed decisions that take into account the facts, goals, constraints, and risks. • Is willing to make decisions in difficult or ambiguous situations, when time is critical. • Takes charge of a group when it is necessary to facilitate change, overcome an impasse, face issues, or

ensure that decisions are made. • Makes tough decisions, demonstrating good judgment when doing so. • Makes informed decisions that take into account the facts, goals, constraints, and risks. • Gathers others’ input when making decisions. Considers lessons learned from experience, differing

needs, and the impact on others. • Finds solutions that are acceptable to diverse groups with conflicting interests and needs. • Can explain the rationale for a decision. • Seeks different points of view from subject matter experts. • Considers the implications of proposed courses of actions.

Data Analysis The ability to collect, organize and interpret data to draw effective conclusions and solve problems. • Investigates and sorts complex information into component parts to identify underlying problems,

patterns or themes. • Applies understanding and logic to layers of data to view relationships between information in different

forms from a variety of sources. • Identifies facts and notices when data may be incorrect or needs verification. Distinguishes information

which is not pertinent to the potential solution. • Develops an understanding and meaning to the information and integrates the theme to create a

solution to the problem.

Delegating The ability to assign responsibilities and authority correctly to the right employees, taking their interests, ambitions, development and competence into account and follow up on delegated tasks. • Delegates assignments to the appropriate individuals based on their skills, roles, and interests. • Provides sufficient guidance and instruction when delegating. • Respects areas of decision making that have been delegated—allowing employees to make mistakes

and still supports them. • Regards delegation as an opportunity for the employee to develop. • Delegates activities based on their ability to contribute to employee development and engagement or

better time and expertise utilization by the delegator.


COMPETENCY

Developing Others The ability to delegate responsibility and to work with others and coach them to develop their capabilities. • Provides helpful, behaviorally specific feedback to others. • Shares information, advice, and suggestions to help others to be more successful; provides effective

coaching. • Gives people assignments that will help develop their abilities. • Regularly meets with employees to review their development progress. • Recognizes and reinforces people’s developmental efforts and improvements. • Expresses confidence in others’ ability to be successful.

Diagnostic Information Gathering The ability to identify the information needed to clarify a situation, seek that information from appropriate sources, and use skillful questioning to draw out the information when others are reluctant to disclose it. • Gets more complete and accurate information by checking multiple sources. • Probes skillfully to get at the facts, when others are reluctant to provide full, detailed information. • Routinely walks around to see how people are doing and to hear about any problems they are

encountering. • Questions others to assess whether they have thought through a plan of action. • Questions others to assess their confidence in solving a problem or tackling a situation. • Asks questions to clarify a situation. • Seeks the perspective of everyone involved in a situation. • Seeks out knowledgeable people to obtain information or clarify a problem.

Empowering Others The ability to convey confidence in employees’ ability to be successful and position employees to take on new and challenging tasks and responsibilities. • Equips employees to successfully take on challenging new tasks. • Delegates significant responsibility and authority. • Allows employees the freedom to decide how they will accomplish their goals and resolve issues. • Is able to let others make decisions and take charge. • Encourages individuals and groups to resolve problems and set their own goals, consistent with business

goals. • Expresses confidence in the ability of others to be successful.


COMPETENCY

Entrepreneurial Orientation The ability to look for and seize profitable business opportunities; willingness to take calculated risks to achieve business goals. • Notices and seizes profitable business opportunities. • Stays abreast of business, industry, and market information that may reveal business opportunities. • Demonstrates willingness to take calculated risks to achieve business goals. • Proposes innovative business deals to potential customers, suppliers, and business partners. • Encourages and supports entrepreneurial behavior in others.

Establishing Focus The ability to develop and communicate goals in support of the business’ mission. • Acts to align own unit’s goals with the strategic direction of the business. • Ensures that people in the unit understand how their work relates to the business’ mission. • Ensures that everyone understands and identifies with the unit’s mission. • Ensures that the unit develops goals and a plan to help fulfill the business’ mission.

Ethics and Integrity The ability to earn others’ trust and respect through consistent honesty and professionalism in all interactions. • Respects and maintains confidentiality. • Tells the truth and is honest in all dealings. • Keeps promises and commitments made to others. Does the right thing, even when it is difficult. Does

not yield to pressure to show bias or manipulate others. • Avoids situations and actions considered inappropriate or which present a conflict of interest. • Adheres to a set of core values that are represented in decisions and actions. • Does not misrepresent self or use position or authority for personal gain; displays honesty and

truthfulness. • Takes responsibility for own work, including problems or issues.

Executive Presence The ability to influence others and have an observable impact at the executive level, through personal credibility, leadership, confidence, and an understanding of other people’s perspectives and interests. • Gets ideas heard and uses good judgement to achieve appropriate impact at an executive level. • Builds credibility based on using expertise in an honest and consistent manner. • Uses body language and visual image to convey confidence, engagement and composure. • Thinks before speaking and states own perspective confidently, even in the face of challenge by others

who hold power or influence. • Communicates effectively by using clear language and level of detail appropriate to the audience,

and is aware of their effect upon others.


COMPETENCY

Facilitation The ability to guide the exchange of information and ideas in an interactive session designed to meet defined objectives. • Prepares for group meetings by identifying key issues, goals, and stakeholder expectations. Identifies

required resources. Clarifies the agenda and objectives, and allocates time for topics. • Leads the group in its initial stages, outlining issues, communicating direction and desired outcomes,

and helping participants understand their tasks, roles, and contributions to the process. • Engages all members in the discussion. Builds on ideas of contributors and ensures other members are

encouraged to give input. • Sees when the group is off-track and redirects the conversation toward productive channels. • Guides the activity flow and proceeding in a group activity for consensus building and sound decision

making in crafting a recommendation strategy. • Allows ownership of the process by group members. Highlights group successes, and builds a sense of

shared accomplishment.

Forward Thinking The ability to anticipate the implications and consequences of situations and take appropriate action to be prepared for possible contingencies. • Anticipates possible problems and develops contingency plans in advance. • Notices trends in the industry or marketplace and develops plans to prepare for opportunities or

problems. • Anticipates the consequences of situations and plans accordingly. • Anticipates how individuals and groups will react to situations and information and plans accordingly.

Fostering Innovation The ability to develop, sponsor, or support fresh ideas that provide solutions to all types of workplace challenges. • Sees old problems in new ways and has novel approaches to solving those problems. • Contributes original and resourceful ideas in brainstorming sessions and encourages others to do the

same. • Proposes and encourages new approaches, methods, or technologies. • Works cooperatively with others to produce innovative solutions. • Connects seemingly unrelated ideas, events, and circumstances to find global solutions to individual

problems. • Draws from a variety of resources and perspectives to come up with new ideas and approaches.


COMPETENCY

Fostering Teamwork The ability to use appropriate methods and a flexible interpersonal style to help build a cohesive team. • Provides opportunities for people to learn to work together as a team. • Enlists the active participation of everyone. • Promotes cooperation with other work units. • Ensures that all team members are treated fairly. • Promotes team members stepping up to support one another. • Recognizes and encourages the behaviors that contribute to teamwork. • Ensures that team steps into the breach for one another when mistakes are made. Group Facilitation The ability to promote cooperation and commitment amongst various groups to achieve desired outcomes and goals. • Supports group’s work and desired deliverables. Assists individuals who need or ask for support or

assistance. • Maintains an objective view and shows respect to all group/team members. • Ensures group ownership of goal setting, commitments, and accomplishments. • Recognizes when individuals within the group are unwilling to compromise and helps others find

common ground and viable solutions.

Influencing Others The ability to gain others’ support for ideas, proposals, projects, and solutions. • Shows an intention to convince others in an honest, respectful and sensitive manner in order to get

them excited and committed to furthering the organization’s objectives. • Promotes the creation of shared mission, vision, and values, and uses those principles to guide actions. • Leads by example and sets standards for professional behavior. Helps those in need of assistance,

regardless of rank. • Addresses issues in an open, constructive, professional manner, and persuades others to approach

issues in the same manner. • Displays a positive attitude about the work to be done, co-workers, customers, management, and

employer policies. • Involves others in a process or decision to ensure their support.


COMPETENCY

Initiative/Independence The ability to Identify what needs to be done and do it before being asked or before the situation requires it. • Identifies what needs to be done and takes action before being asked or the situation requires it. • Does more than what is normally required in a situation. • Seeks out others involved in a situation to learn their perspectives. • Takes independent action to change the direction of events. • Completes assignments without the need for prompting from his/her supervisor or others. • Successfully completes most tasks independently but asks for additional support, as appropriate, when

faced with unfamiliar tasks or situations.

Interpersonal Awareness The ability to notice, interpret, and anticipate others’ concerns and feelings, and to communicate this awareness empathetically to others. • Understands the interests and important concerns of others as well as their strengths and weaknesses. • Notices and accurately interprets what others are feeling, based on their choice of words, tone of

voice, expressions, and other nonverbal behavior. • Listens attentively to and addresses people’s ideas and concerns. • Understands the unspoken meaning in a situation and anticipates how others will react to a situation. • Finds non-threatening ways to approach others about sensitive issues. • Keeps one’s personal emotions under control and restrains negative actions when faced with

opposition or hostility or when working under stress.

Leadership The ability to promote organizational mission and goals, and shows the way to achieve them. • Creates a positive work environment where all staff are motivated to do their best. • Conveys confidence in a group’s ability to prevail over challenges to reach its goals. • Links mission, vision, values, goals, and strategies to everyday work. • Sees the potential in others and takes opportunities to apply and develop that potential. • Takes calculated risks or tries a fresh approach to improve performance or reach a challenging goal. • Sets clear, meaningful, challenging, and attainable group goals and expectations that are aligned with

those of the organization. • Suggests and asks for others’ ideas to improve quality, efficiency, and effectiveness. • Presents oneself as a competent professional who exemplifies success and credibility; inspires others to

be more professional.


COMPETENCY

Leveraging Diversity The ability to help create and foster a work environment that embraces, appreciates and utilizes diversity and individual differences to achieve the vision and mission of the organization. • Sees the value of cultural, ethnic, gender, and other individual differences in people. Creates an

environment of learning about, valuing, encouraging, and supporting differences. • Seeks different points of view and leverages diverse perspectives, talents and contributions in group

processes and decision-making. Checks own views against the views of others. • Strives to eliminate barriers to achieve diversity; ensures that new barriers to achieving diversity are not

built. • Recruits, develops and retains a diverse high-quality workforce in an equitable manner. • Develops and uses measures, policies, procedures and values to hold self and others accountable for

achieving results that embody the principles of diversity. • Uses an understanding of cultural differences to communicate, influence, and manage and resolve

conflict across cultures.

Managing Projects or Programs The ability to structure and direct others’ work on projects or programs. • Ensures goals, purpose, and criteria for success are clear defined; clarifies related roles and

responsibilities, deliverables, milestones, limits for independent decision-making, and stakeholder needs. • Ensures needed resources and skill sets among staff are available. Averts scope creep. • Develops reasonable performance standards and ways of evaluating outcome quality. • Seeks out subject matter expertise and Integrates and the ideas and needs of others in developing

feasible strategies to achieve goals; obtains stakeholder acceptance of and support for those strategies.

• Evaluates progress and success against performance standards. Appraises and resolves deficiencies and challenges. Ensures deadlines are met and keeps stakeholders informed of project/program status.

Oral Communication The ability to express oneself clearly in conversations and interactions with others. • Speaks clearly and can be easily understood. • Tailors the content of speech to the level and experience of the audience. • Uses appropriate grammar and choice of words in oral speech. • Organizes ideas clearly in oral speech. • Expresses ideas concisely in oral speech. • Maintains eye contact when speaking with others. • Summarizes or paraphrases his/her understanding of what others have said to verify understanding and

prevent miscommunication.


COMPETENCY

Organizational Alignment The ability to align one’s own behavior with the values, needs, priorities, and goals of the organization. • Acts in ways that promote the organization’s values, needs, priorities, and goals. • Assesses situations and makes decisions keeping in mind the broader impact to and alignment with the

organization. • Places the organization’s needs ahead of one's own preferences or professional priorities. • Proactively identifies and addresses behaviors and issues that may be misaligned with the organization. • Consistently inspires others to commit to the goals of the organization.

Performance Management The ability to take responsibility for one’s own or one’s employees’ performance, by setting clear goals and expectations, tracking progress against the goals, ensuring feedback, and addressing performance problems and issues promptly. • Ensures that employees have clear goals and responsibilities. • Works with employees to set and communicate performance standards that are specific and

measurable. • Supports employees in their efforts to achieve job goals (e.g., by providing resources, removing

obstacles, acting as a buffer). • Stays informed about employees’ progress and performance. • Provides specific performance feedback, both positive and corrective, as soon as possible after an

event. • Deals firmly and promptly with performance problems.

Persuasive Communication The ability to plan and deliver oral and written communications that make an impact and persuade their intended audiences. • Identifies and presents information or data that will have a strong effect on others. • Selects language and examples tailored to the level and experience of the audience. • Selects stories, analogies, or examples to illustrate a point. • Creates graphics, overheads, or slides that display information clearly and with high impact. • Presents several different arguments in support of a position.


COMPETENCY

Planning & Organizing The ability to define tasks and milestones to achieve objectives, while ensuring the optimal use of resources to achieve those objectives. • Makes the best use of available time and resources. • Identifies the sequence of tasks and the resources needed to achieve a goal, and prioritizes key action

steps. Anticipates the impacts and risks of decisions and actions. • Seeks others’ input about critical actions, timelines, sequencing, scope, methodology, expected

outcomes, and priorities. Sees potential challenges and opportunities, and adjusts plans as needed. • Creates realistic schedules for projects and follows them. • Monitors and evaluates social, fiscal, and political trends that affect the plan. Prepares strategies to

deal with problems or drastic changes. • Evaluates proposed actions and timelines against organizational mission and values, considering other

initiatives and priorities. • Anticipates and prepares for upcoming events, ensuring adequate resources are available.

Political Savvy The ability to understand and utilize the dynamics of power, organization, and decision making to achieve objectives. • Understands the process of how decisions are made. • Identifies the key decision-makers and the people who influence them. • Identifies ways to increase visibility and influence by participation in formal and informal activities. • Understands the interests, motivations, and agendas of others. • Promotes the interests of other key decision makers and influencers to obtain support for one's own

agenda. • Understands the roles people play in an organization and uses that understanding to achieve

objectives. • Establishes alliances with people of power and influence to influence decisions and outcomes. • Accurately anticipates changes in the political climate and plans and executes strategy and tactics

based on that anticipation.


COMPETENCY

Presentation/Public Speaking The ability to deliver a message, information and ideas clearly and concisely to a target audience using a variety of media and language that suits their needs and characteristics • Uses correct vocabulary and grammar; avoids slang and offensive language. • Presents information clearly, concisely, and logically. Focuses on key points. • Gives the listener time to process information and ask questions. Responds articulately with finesse to

unrehearsed comments and questions from audience. • Captures and holds others’ attention. Uses language, inflection, pauses, and body language for

increased impact. Reads others’ body language, and adjusts tone and style accordingly. • Uses plain talk to explain complex or technical concepts. Varies content, style, and form to suit the

subject, the purpose, and the needs of diverse audiences. • Involves the audience by soliciting questions and input, and clarifies as needed to help achieve goals

of the session.

Problem Solving The ability to resolve difficult or complicated challenges. • Frames problems before trying to solve them. Breaks down problems and identifies all of their facets,

including hidden or tricky aspects. • Shows insight into the root-causes of problems. Generates a range of solutions and courses of action

with benefits, costs, and risks associated with each. • Probes all fruitful sources for answers, and thinks ‘outside the box’ to find options. Uses the good ideas of

others to help develop solutions. Seeks advice from those who’ve solved similar problems. • Tests proposed solutions against the reality of likely effects before going forward; looks beyond the

obvious and does not stop at the first answers. • Evaluates the chosen course of action after it has been implemented to determine its worth and

impacts.

Process Management The ability to develop, formulate and review for enhancement processes, policies and procedures which govern the execution of tasks, activities, or projects. • Identifies and analyzes limitations and opportunities for improvement in the existing processes,

procedures, forms and recommends measures to correct or improve. • Proposes and establishes improvement to existing policies, procedures, training and resources as well as

documentation or creation of these items where none exists. • Leverages industry best practices, benchmarks of other organizations, and applicable technologies to

implement new and improve upon existing processes and procedures. • Spots difficulties, confusion and issues emanating from the absence of clear procedures or policies and

elevates this to the supervisor.


COMPETENCY

Professional Demeanor The ability to conduct oneself in an excellent and competent manner expected of a person trained to do the job. • Demonstrates professional competence and mastery of subject matter. • Meets commitments, observes deadlines and achieves desired results. • Modifies behavior as appropriate to meet the expectations of the position and the situation. • Accepts responsibility for outcomes (positive or negative) of one’s work, and admits mistakes and

refocuses efforts when appropriate. • Demonstrates a high level of personal responsibility, dependability and reliability. • Exhibits the values, attitudes and behaviors of the organization. • Establishes criteria and/or work procedures to achieve a consistently high-level of quality, productivity

and service.

Project Management The ability to plan, schedule, track and complete company projects that may range in size from small to large-scale. • Understands how to assess, document and manage internal and external projects utilizing standard

project management tools and techniques including cost planning and estimating. • Understand how to perform cost/benefit analysis using sound rationale with a focus on budget.

Communicates with appropriate parties if estimated final costs are close to or above budget. • Understands how to identify, manage and mitigate project risks. • Organize the work in a logical way so that it is executed effectively, and to stay on schedule.

Providing Motivational Support The ability to enhance others’ commitment to their work. • Recognizes and rewards people for their achievements. • Acknowledges and thanks people for their contributions. • Expresses pride in the group and encourages people to feel good about their accomplishments. • Finds creative ways to make people’s work rewarding. • Signals own commitment to a process by being personally present and involved at key events. • Identifies and promptly tackles morale problems. • Gives talks or presentations that energize groups.


COMPETENCY

Quality Assurance The ability to improve existing conditions and processes; identifying improvement opportunities, generating ideas, and implementing solutions. • Carries out audit work to monitor adherence with approved quality standards. • Implements and maintains instructions for quality control procedures and standards. • Responds to quality concerns in a timely manner, conducts thorough root cause analysis and

completes corrective action as needed; thoroughly completes investigation and documentation. • Takes responsibility for the quality of own outputs. • Stays current with ongoing compliance and standard changes, quality audits, documentation and

maintenance of documentation.

Reading Comprehension The ability to grasp the meaning of written information and apply it to work situations. • Learns from written passages by discerning the main idea or key facts. Locates or infers from their

context the meaning of unknown or technical words. • Understands basic correspondence, instructions, rules, policies, graphs, and/or charts. • Draws logical conclusions from text, and ‘reads between the lines’ to find underlying meaning. Detects

bias, separates fact from opinion, and discerns the author's purpose and tone. • Interprets complex, technical, professional, or legal information and publications.

Report Writing The ability to customize reports from multiple databases to extract and collect data according to company needs. • Analyze data and produce customized reports, occasionally presenting reports to various audiences. • Stays up-to-date on trends in software databases and associated frameworks. • Utilizes sarong analytical skills to extract data for corresponding report need and to troubleshoot

possible errors.

Researching Information The ability to research multiple mediums in order to resolve complex issues and problems. • Understands where and how to access the appropriate data for a specific project. • Obtains high-quality data and removes irrelevant and vague information. • Documents and organizes sources according to need. • Identifies trends and relationships in a related pattern; identifies new methods which lead to more

successful outcomes.


COMPETENCY

Resilience The ability to keep functioning effectively when under pressure and maintain self-control in the face of hostility or provocation. • Can effectively handle several problems or tasks at once. • Controls his/her response when criticized, attacked or provoked. • Maintains a sense of humor under difficult circumstances. • Remains calm under stress; manages own behavior to prevent or reduce feelings of stress. • Maintains focus and intensity and remains optimistic and persistent, even under adversity. • Recovers quickly from and responds constructively to setbacks (e.g. identifies lessons learned, looks for

other opportunities to succeed).

Resource Management The ability to make resource decisions aimed at building and planning efficient allocation of relevant resources to improve performance and achieve goals. • Demonstrates good stewardship of resources (i.e., people, time, money) by using an acceptable

amount of resources to accomplish goals/tasks. • Recognizes when resources are being utilized inappropriately or inefficiently and takes steps to remedy. • Plans, coordinates and manages internal and external resources to accomplish assignments within the

given deadlines.

Results Orientation The ability to focus on the desired result, taking calculated risks, setting challenging goals, focusing effort on the goals, and meeting or exceeding them. • Develops challenging but achievable goals. • Develops clear goals for meetings and projects. • Maintains commitment to goals in the face of obstacles and frustrations. • Finds or creates ways to measure performance against goals. • Exerts unusual effort over time to achieve a goal. • Has a strong sense of urgency about solving problems and getting work done.

Risk Management The ability to identify, assess, and manage risk while striving to attain objectives. • Identifies hazards that may affect certain areas of operations and/or to a particular segment/phase of

a project or program, and provides insights and plan of actions to address such risks. • Gathers and interprets different types of data relevant to risk elimination, reduction or mitigation and

applies various approaches in determining and evaluating risks. • Identifies levels of risk and communicates to stakeholders suggested options for achieving the objective

with a shared understanding of the risks. • Prepares documentation on risk assessment including information that could be referred to in order to

further analyze findings and identify priorities. • Sets directions to improve the process of identification and analysis of risks towards an appropriate

mitigation strategies and program, projects and activities.


COMPETENCY

Safety Awareness The ability to identify and address conditions that affect employee safety; upholding safety standards. Adheres to all workplace and trade safety laws, regulations, standards, and practice • Detects hazardous working conditions and safety problems; checks equipment and/or work area

regularly. • Reports, documents and corrects unsafe working conditions; makes recommendations and/or improves

safety and security procedures and training; enforces safety regulations and procedures. • Monitors safety or security issues after taking corrective action and ensures continued compliance. • Performs work in a safe manner; avoids shortcuts that increase health and safety risks to self or others;

maintains emergency supplies and/or personal protective gear. • Organizes the personal workspace to minimize the likelihood of an accident or other unsafe situation. • Responds positively to safety-oriented feedback; encourages and supports others to be safe while at

work.

Self Confidence The ability to have faith in one’s own ideas and capability to be successful; willingness to take an independent position in the face of opposition. • Is confident of own ability to accomplish goals. • Presents oneself crisply and impressively. • Is willing to speak up to the right person or group at the right time, when he/she disagrees with a

decision or strategy. • Approaches challenging or new tasks with a “can-do” attitude.

Self-Management The ability to manage own time, priorities, and resources to achieve goals, successfully navigate multiple priorities and make the best use of available time and resources. • Prioritizes tasks by importance and deadline. Discerns what is crucial from what is just urgent. Adjusts

priorities as situations change. • Focuses time and effort on key tasks. Groups related tasks to be more efficient. Easily transitions

between tasks and picks up where left off when interrupted. • Makes reasonable estimates of resource needs to achieve goals or complete projects. Uses sound

methods to plan and track work, appointments, and commitments. Evaluates progress on tasks and adjusts work style as needed.

• Completes high volumes of work, keeping a rapid pace without sacrificing accuracy. • Meets and exceeds deadlines through efficient.


COMPETENCY

Staff Management The ability to manage staff in ways that improve their ability to succeed on the job. • Aligns the right work with the right people; delegates tasks according to people’s strengths and

interests. • Ensures staff have the skills and resources to get things done. Provides coaching, training, and

opportunities for growth to improve their skills. • Gives staff ongoing, constructive feedback on their performance and progress in light of expectations

and goals. Holds timely discussions and performance reviews. • Lets staff know what is expected and holds them accountable. Rewards and recognizes hard work and

results. Addresses performance issues promptly and corrects poor performance. • Works to create a strong team. Treats all staff fairly and consistently. • Balances guiding others’ actions with granting authority for decision-making within set limits. Provides

direction when needed without micro-managing.

Strategic Thinking The ability to analyze the organization’s competitive position by considering market and industry trends, existing and potential customers (internal and external), and strengths and weaknesses as compared to competitors. • Understands industry and market trends affecting the organization’s competitiveness. • Develops and proposes a long-term (3-5 year) strategy for the organization based on an analysis of the

industry and marketplace and the organization’s current and potential capabilities as compared to competitors.

• Organizes and integrates all the pieces in a way that provides insights and ideas that can be used to draw appropriate conclusions and solutions.

• Develops and recommends policy based on analysis of emerging trends. • Thinks about several steps ahead in deciding on best course of action, anticipating likely outcomes. • Anticipates and understands underlying opportunities, risks, or issues based on trends, associations and

cause-effect relationships between datasets.

Team Player The ability to work effectively with others to achieve a shared goal—even when the object at stake is of no direct personal interest. • Steps up to assist others in crunch times or to address problems. • Cooperates with other team members to achieve a common goal. • Treats all team members with respect and encourages their participation. • Recognizes and encourages the behaviors that contribute to teamwork. • Prioritizes the group`s interests over his/her own. • Willingly shares knowledge and experience and contributes strengths for the common good of the

team. • Celebrates success and commiserates failure together with the team.


COMPETENCY

Teaching Others The ability to enhance the capabilities of the organization by openly and effectively sharing one’s subject matter expertise with others. • Provides feedback to lower-level team members (or coworkers) on tasks he/she can do well to improve

overall team performance. • Continuously seeks out opportunities to learn and share new information/knowledge on topics that

would be helpful to others and contribute to business success. • Demonstrates an ability to connect with others to better engage them in the learning process. • Strives to bring out the best in people by removing barriers to learning and finding creative ways to

encourage skill development.

Vision The ability to develop, articulate, and implement a vision that leads the organization toward its mission. • Develops an inspiring vision and translates the vision for a program or organization into clear strategies. • Explains and models behaviors the support the vision and mission to others within and outside of the

organization. • Ensures that the organization’s strategic plan and business practices are consistent with and in support

of its vision and mission. • Helps others translate the vision and mission into day-to-day activities and behaviors; recognizes the

efforts of others who demonstrate support of the vision and mission. • Forms and articulates a clear picture of the future the organization should strive for. Explains why that

future is important and how current decisions make or break the chance to reach it. • Vividly communicates a compelling view of the future state in a way that helps others understand and

feel how business outcomes will be different when the vision and values become a reality.

Written Communication The ability to express oneself clearly in business writing. • Expresses ideas clearly and concisely in writing. • Organizes written ideas clearly and signals the organization to the reader (e.g., through an introductory

paragraph or through use of headings). • Tailors written communications to effectively and professionally reach an audience. • Uses graphics and other aids to clarify complex or technical information. • Spells correctly. • Writes using concrete, specific language. • Uses punctuation correctly. • Writes grammatically correct.