Communication

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					          N-2
    NURSING CAREER FAMILY
                                         Disease Intervention Specialist                            GUIDE
                                                                                                    PERFORMANCE STANDARDS
                                                                                                            GUIDE


This GUIDE provides detailed information about the accountabilities and competencies that may be evaluated on the
Accountability & Competency Evaluation (ACE) form for this position. The first section lists performance expectations
related to the accountabilities and the second section lists the behavioral expectations related to the competencies. The
supervisor of this position may edit or update this GUIDE as needed at any time. All changes should be promptly
communicated to the incumbent.

I. ACCOUNTABILITIES
This GUIDE includes several accountabilities (grey bars). Examples of performance expectations are listed below each
accountability. The list is not exhaustive; it only represents some of the performance expectations that may be evaluated
on the ACE. This information can be used to:
    Communicate performance expectations of the job.
    Help supervisors assign appropriate ratings for each accountability on the ACE based upon the performance of these
     expectations or achievement of the specified outcomes.
    Prompt ideas for areas to develop.

1. Assessments
   a) Conducts surveillances and performs field investigations.
     b)   Gathers information from doctors, clinics, hospitals, labs, and clients and their contacts.
     c)   Interprets lab results.
     d)   Reviews charts and evaluates clients for pre-existing disease states, allergies, immunizations, and contraindications to
          medications for treatments.
     e)   Determines clients’, families’, or contacts’ level of exposure to communicable diseases and their need for testing,
          treatment, prophylaxis, or exclusion.
     f)   Determines if conditions of clients or their contacts meet the CDC case definition.
     g)   Interviews clients and assesses the clients’ needs and resource availability.
     h)   Determines the knowledge base of the clients and communities.
     i)   Determines environmental risks associated with the spread of infectious diseases.
     j)   Assesses clients for side effects to medications and treatments.
     k)   Discusses side effects to medications and treatments with clients.
     l)   Performs chart reviews for possible risk behaviors or sources of the illnesses.
     m) Performs community assessments for pandemic flu planning, educational needs, and point of dispensing planning and
        execution.
     n)   Assesses disease situations or investigations to determine possible ramifications of outbreaks.
     o)   Contacts the appropriate Program Manager with details of disease situations or investigations.
     p) Other related tasks or expected results:
2. Client Interaction Plans
   a) Contacts clients to conduct interviews, collect labs, and educate them.
     b)   Identifies and manages clients’ responses to health issues.
     c)   Identifies and manages clients’ level of understanding of the disease process and provides clients with needed
          education.
     d)   Facilitates clients setting goals and outcomes related to risk reduction, disease prevention, and medication completion.
     e)   Develops plans for appropriate treatment regimens for clients.
     f)   Facilitates risk reduction plans.
     g) Other:
3. Direct Care
    a) Collects, packages, and ships appropriate lab specimens to test for communicable diseases.
    b) Provides direct care to clients in the areas of medication administration and side effect management.
    c) Provides direct care to clients for case management, immunizations, blood draws, and testing.
    d) Makes home visits to administer medications.
    e) Makes home visits to deliver medications.
    f)   Administers medications in the office.
    g) Administers medications in home visits.
    h) Monitors patients to take their medications.
    i)   Educates clients regarding illnesses, preventions, treatments, and exclusions.
    j)   Facilitates physician follow-up and appointments.
    k) Makes appropriate referrals.
    l)   Reviews prescriptions for accuracy.
    m) Prepares pill-packs for TB or latent TB infections.
    n) Administers immunizations.
    o) Works in communities to identify others exposed or infected with diseases.
    p) Reduces or attempts to eliminate identified environmental risks.
    q) Identifies environmental risks and recommends remediation or refers to the appropriate agency.
    r)   Assists clients or communities with risk reduction plans.
    s) Facilitates lab testing through other facilities.
    t)   Other:
4. Evaluation of Interventions
   a) Reviews plans, evaluates the success of interventions, and makes changes to meet the needs of the individuals,
      families, and communities.
    b)   Maintains clients’ charts.
    c)   Reviews lab results to determine effectiveness of therapy.
    d)   Evaluate clients for clinical improvement.
    e)   Determines the effectiveness of medication regimens.
    f)   Contacts clinics to determine if clients came to appointments and were appropriately tested and treated.
    g)   Provides documentation to clients regarding their medication regimens.
    h)   Provides tuberculosis control and case management services to detect and treat diseases and evaluates prescribed
         procedures.
    i)   Evaluates risk reduction plans.
    j)   Informs prescribing physicians of outcomes.
    k) Other:
5. Technical Assistance
   a) Provides CDC recommendations and information to the medical community, facilities, public, and clients and confers
      with them regarding disease transmissions, diagnosis, treatments, preventions, and control of infectious diseases.
    b)   Advises providers on appropriate lab tests, medications, and exclusions.
    c)   Conducts immunization audits/reviews of providers annually to ensure the efficacy, proper handling and storage of
         vaccines, to increase immunization rates, and the appropriate use of state vaccines.
    d)   Conducts inspections for tattooing and body piercing facilities.
    e)   Reviews and makes suggestions on standing orders and policies.
    f)   Provides risk reduction education to facilities with known or suspected infectious diseases.
    g)   Teaches infectious disease prevention classes.
    h)   Serves on planning committees for POD development.
    i)   Manages POD committee membership recruitment, member orientation, site survey and selection, and exercises and
        evaluations.
   j)   Participates in community workgroups to address issues.
   k)   Participates in committees.
   l)   Other:
6. Work Oversight
   a) Assigns DOT and DOPT.
   b)   Mentors and trains new staff.
   c)   Delegates care to the community health nurses, other health care staff, or other responsible parties.
   d)   Prepares reports, prioritizes work duties, and delegates tasks as needed.
   e) Other:
7. Other –
   a)
II. COMPETENCIES
The competencies for each level are listed below; click on the competency name to go directly to information on the
specific competency. On these pages, each competency is defined (black bars) and is broken down into dimensions (grey
bars). Example performance expectations, written as behaviors, are provided under each dimension for three levels of
performance. These are only examples; not all examples may be applicable to a specific position. This information can be
used to:
   Communicate performance expectations of the job.
   Serve as a guide to employees for enhancing performance.
   Help supervisors assign appropriate ratings on the ACE.
   Prompt ideas for development by reviewing behaviors at higher rating levels.



                                      Nursing Career Family Competencies
          Competency                                     N1            N2                           N3
          Professionalism                                 X             X                           X
          Assertiveness                                                                             X
          Attention to Detail                                  X                   X
          Communication                                        X                   X
          Continuous Learning (Expertise)                      X                   X                X
          Creativity                                                                                X
          Decisiveness                                                             X
          Developing Others                                                                         X
          Empathy                                              X                   X                X
          Influence                                                                                 X
          Initiative                                           X                   X                X
          Planning and Organization                            X                   X
          Problem Solving                                                                           X
          Relationship Building                                                    X
          Teamwork                                             X                   X
PROFESSIONALISM – Is truthful and dependable, accepts responsibility for actions, maintains confidentiality, acts
respectfully towards others, and demonstrates commitment to the organization.
  UNSATISFACTORY PERFORMANCE                             SUCCESSFUL PERFORMANCE                     EXCEPTIONAL PERFORMANCE
Integrity – Is truthful, treats others fairly, and firmly adheres to ethical principles.
Gives false impressions or misleads              Is honest, open, and forthright with others.   Delicately confronts others when they are
others.                                          Provides, or ensures, full disclosure of       acting dishonestly.
Withholds information or tells partial truths.   information, when appropriate.                 Shares information, insights, or comments
Makes promises that cannot be kept.              Fulfills assigned tasks and other              with others when it would be easier to
                                                 responsibilities or requests.                  refrain from being open about a situation.
Develops inappropriate relationships.
                                                 Avoids inappropriate situations and actions    Makes others aware of the appearance of
Shares inappropriate personal information                                                       inappropriate actions.
with clients.                                    which appear to be conflicts of interest.
                                                 Maintains professional boundaries with         Coaches others on how to maintain
Handles personal interests at work.                                                             professional boundaries.
                                                 others.
Responsibility – Accepts responsibility for own actions and for achieving expected results.
Attempts to conceal or not disclose              Accepts personal responsibility for the        Accepts responsibility for mistakes even
mistakes.                                        quality and timeliness of work.                when others may have contributed.
Blames others for own mistakes or poor           Immediately acknowledges mistakes to           Takes proactive steps to prevent mistakes
performance, or makes questionable               affected parties and takes action to correct   in the future.
excuses.                                         them when possible.
Fails to learn from mistakes and repeats
them.
Attendance – Is punctual and maintains a responsible work record of attendance.
Shows up late for work or meetings.         Uses sick and personal leave for legitimate         Takes into consideration peers and agency
Procrastinates working on tasks upon        reasons.                                            needs prior to requesting leave time.
arriving to work or after lunch.            Takes annual leave on a pre-planned basis           Offers to work overtime when needed.
Does not make up time (when late) or        and obtains necessary approvals.
submit leave requests.
                                            Reports to and starts work in a timely
Fails to communicate schedule changes to    manner.
the appropriate person(s).
Takes excessively long breaks.              Observes rules governing meal and break
                                            time.
Leaves work early without permission or
notifying others.                           Gives proper notification to the appropriate
Uses sick and personal leave for            person(s) of any lateness or absenteeism.
inappropriate reasons.                           Is willing to work overtime when needed.
Dependability – Follows through on assigned duties and commitments, and completes work on time.
Breaks commitments or fails to complete          Keeps commitments to others.                   Completes work ahead of the time
work by date promised.                           Completes work on time.                        promised.

Confidentiality – Protects confidential information and maintains professional boundaries.
Carelessly discloses or handles                  Keeps personal information about others to     Identifies and uses methods to increase
confidential information.                        self.                                          the security of confidential information.
Shares negative information about people         Considers potential consequences prior to
to others (i.e., gossips).                       sharing personal information.
Commitment – Demonstrates commitment to the organization and the profession.
Publicly questions or criticizes the agency.     Willingly takes direction from supervisors     Applies appropriate discretion when
Demonstrates a poor attitude through body        and those in authority.                        representing the agency.
language, negative comments, or actions          Uses work time, supplies, and resources        Defends and promotes the program or
towards coworkers, customers, or                 efficiently and appropriately.                 agency’s reputation with outsiders and
management.                                      Works when expected and alters work            expresses pride about being part of the
                                                 schedule to accommodate work demands.          agency.

                                                 Speaks positively about the program or         Puts the agency’s needs before own
                                                 agency.                                        needs.

                                                 Demonstrates a positive attitude by            Demonstrates an attitude that contributes
                                                 outwardly showing enthusiasm and interest      to a positive work environment and has a
                                                 in the job and organization.                   positive impact on others’ attitudes.

Respect – Respects, cooperates, and communicates openly with coworkers; follows supervisor’s request; and complies with policies
and procedures.
Disregards policies and procedures when          Complies with supervisor’s requests and        Serves as a role model for others by
inconvenient; or finds loopholes to get          instructions.                                  following policies and procedures even
around them.                                     Follows policies and procedures.               when inconvenient; and encourages others
                                                                                                to be compliant.
ASSERTIVENESS – Demonstrates self-confidence and takes bold action when needed.
 UNSATISFACTORY PERFORMANCE                  SUCCESSFUL PERFORMANCE                                EXCEPTIONAL PERFORMANCE
Demonstrates self-confidence – Demonstrates confidence in own ability and judgment.
Presents self in a weak or timid manner or    Uses body language (e.g., open posture,         Skillfully uses body language and voice to
exhibits fear (e.g., shakes, broken voice).   eye contact) to project confidence.             create a presence and project authority.
Is not aware of own body language and         Presents self in an authoritative manner        Seeks constructive feedback to learn from
the message it may send to others.            when the situation calls for it.                mistakes.
Questions own abilities and avoids or         Speaks with a self-assured tone of voice.       Admits own mistakes to others and acts to
hesitates taking on difficult or new          Rejects unreasonable requests and clearly       correct problems.
assignments.                                  explains why.                                   Reassures others after setbacks.
Defers to others even if has knowledge to     Expresses confidence in own judgment or         Encourages others to assume leadership
answer question or address concern.           ability to accomplish tasks.                    when needed.
Hesitates or fails to take control of         Takes charge during challenging, chaotic,
situations or the activities of others when   or emergency situations when needed.
needed.
                                              Conveys a command of the relevant facts
                                              and information.
Asserts self – Confronts issues directly and shares viewpoints openly with others.
Avoids direct confrontation.                  Speaks up when appropriate and asserts          Steps forward to take stands on unpopular
Does not speak up when position is            own position with conviction.                   issues.
challenged or in disagreements when           Defends personal ideas and decisions            Defends others whose viewpoints are
doing so could be beneficial.                 when necessary, while maintaining respect       unjustly attacked or silenced.
                                              and courtesy for others.
                                              Confronts the appropriate individuals or
                                              groups when disagrees with a decision or
                                              has concerns about an issue.
                                              Challenges others’ faulty assumptions or
                                              viewpoints.
                                              Takes the necessary action even when it
                                              may produce unpleasant consequences.
Works independently – Completes duties without being overly reliant upon others for direction or support.
Requests excessive guidance or                Works independently without relying on          Volunteers for challenging assignments
assistance from supervisors or coworkers      others or needing others to provide             with little or no available support or
when performing tasks.                        structure or to check work.                     guidance.
Does not independently structure and plan     Successfully addresses problems without
work assignments.                             hesitating or consulting others.
Refers decisions to supervisor that should    Acts in spite of disagreement from others
be made at own level.                         and without seeking approval (when not
                                              needed).
                                              Takes the initiative to strategize, plan, and
                                              prioritize work assignments without
                                              guidance from others.
ATTENTION TO DETAIL – Attends to all details of assignments and completes work properly, accurately, and
thoroughly.
  UNSATISFACTORY PERFORMANCE                     SUCCESSFUL PERFORMANCE                      EXCEPTIONAL PERFORMANCE
Attentive to policies and instructions – Ensures complete understanding of applicable laws, policies, procedures, and instructions.
Makes inaccurate assumptions about            Carefully follows all applicable procedures    Provides guidance to others on the
policies and complies inappropriately.        and instructions.                              accurate interpretation and application of
Takes “shortcuts” in procedures or fails to   Reads, accurately interprets, and applies      policy and procedures.
read or follow instructions.                  relevant laws, rules, policies and             Conducts own research and analysis when
                                              procedures.                                    unclear on policy or procedure.
                                              Keeps up-to-date on policy and procedure
                                              changes.
                                              Asks questions when unclear on policy or
                                              procedure.
Ensures accuracy – Completes tasks without error or within an acceptable error rate.
Overlooks or disregards mistakes.             Notices important details associated with      Makes logical inferences regarding
Produces work containing errors,              thoroughly completing tasks.                   additional activities that may need to be
inaccuracies, or inconsistencies.             Verifies the accuracy of information without   performed to produce a complete product
                                              relying on others for review.                  or service.
Leaves work for others to finish.
                                              Performs all aspects of tasks to produce       Remains acutely aware of minute, yet
Submits work that is incomplete, sloppy,                                                     potentially critical details, even when
disorganized, or lacks needed details.        complete work.
                                                                                             distracted or busy.
Continues to make the same mistakes,          Ensures that work outputs are neat and
                                              orderly.                                       Sets up procedures or systems (e.g.,
even after they have been addressed.                                                         checklists, working logs) to prevent errors
                                                                                             and ensure details are not overlooked.
                                                                                             Produces work that is completely accurate
                                                                                             and thorough on a consistent basis.
                                                                                             Completes work in a highly efficient
                                                                                             manner while maintaining a consistently
                                                                                             high level of accuracy.
Is thorough – Considers all aspects of assignments and reviews work to ensure it is thorough and complete.
Fails to notice or correct mistakes in work   Double-checks own work and promptly            Devotes extra time to important tasks to
received from others.                         corrects errors before submitting it.          ensure work is of the highest quality
                                              Checks the accuracy of information             possible.
                                              provided by others; notes discrepancies or     Sets up procedures to check others’ work
                                              concerns and notifies the appropriate          to identify errors and ensure completeness.
                                              individuals.                                   Makes suggestions to improve quality.
                                              Reviews or monitors other’s work (when         Notices subtle, but critical mistakes when
                                              asked) and corrects mistakes or notifies       reviewing others’ work.
                                              others of quality issues as appropriate.
                                                                                             Anticipates where errors are most likely to
                                                                                             occur and acts to prevent them from
                                                                                             occurring.
COMMUNICATION – Listens attentively to others and clearly conveys information and ideas.
 UNSATISFACTORY PERFORMANCE                         SUCCESSFUL PERFORMANCE                     EXCEPTIONAL PERFORMANCE
Writes effectively – Writes in a clear, organized, and engaging manner for the intended audience.
Uses too many words or not enough words        Composes clear, organized, and succinct       Composes clear, effective content from
when writing.                                  written communications.                       scratch, or when limited information is
Uses incorrect spelling, grammar,              Presents ideas in a way that engages          provided.
punctuation; or inappropriate writing style.   others by keeping the audience in mind.       Organizes ideas clearly by signaling
Does not adjust writing style or tailor        Uses a business writing style and avoids      organization to the reader (e.g., through an
messages to the audience.                      using conversational language when            introductory paragraph, use of headings).

Does not support claims with facts or          appropriate.                                  Clearly conveys the importance of the
references.                                    Uses correct grammar, spelling, and           message.
                                               punctuation; and carefully selects            Uses innovative, thought-provoking facts
                                               appropriate words and phrases.                and concepts throughout documents.
Speaks effectively – Speaks clearly and concisely, and engages others in conversations.
Does not speak clearly, e.g., slurs words,  Expresses oneself clearly and self-              Recognizes when language requires
speaks too softly or rapidly.               assuredly in interactions with others and        adjustments to be understood, and
                                            ensures understanding.                           effectively makes the adjustments.
Uses distracting mannerisms when            Uses proper enunciation, pace, pitch,
speaking, e.g., body movements, filler      volume, and intensity when speaking.             Allows others ample opportunity to react
words.                                                                                       and express themselves in conversations.
                                            Maintains eye contact when speaking with
Dominates conversations and does not        others and uses effective body language.         Exchanges delicate information in a
provide others with opportunities to speak. Adjusts communication in accord with             constructive, noncritical, and non-defensive
Communicates inconsistent messages.         others’ mood and emotional reaction.             manner.
                                            Uses appropriate words and phrases.              Anticipates when situations may get out of
                                            Uses voice inflection and body language          hand and skillfully uses voice and message
                                            (eye contact, gestures) as a tool for gaining    to speak convincingly and maintain control
                                            and sustaining the interest of others.           of the situation.
Listens attentively – Listens attentively to others without interrupting and conveys understanding.
Is impatient in hearing others out; cuts        Allows others to completely express their    Probes in a respectful and considerate
people off or interrupts others who are         point of view before asking questions or     manner to understand unexpressed or
speaking.                                       offering own view.                           poorly expressed thoughts, concerns, or
Does not seek clarification from others         Summarizes and paraphrases under-            feelings.
when the message is unclear.                    standing of what others have said to
                                                prevent miscommunication.                    Uses body language, such as leaning
Plans next comment when others are
                                                                                             forward, nodding, and eye contact, to
speaking rather than giving full attention.     Listens patiently and attentively to others,
                                                                                             demonstrate active listening.
Rushes people who speak slowly or take a and responds to their reactions.
long time to make their point.                  Asks questions to ensure complete            Obtains others’ points-of-view by asking
Performs other activities when others are       understanding.                               open-ended questions.
speaking, giving them the impression that       Ignores, or removes, distractions in order
one is not listening.                           to focus on the conversation.
                                                Refrains from immediate judgment and
                                                criticism of others’ ideas.
Delivers effective presentations – Develops and delivers presentations that are impactful or persuasive with their intended audience.
Uses jargon, acronyms, or terms not             Identifies and presents information or data  Understands how information will be taken
understood by listeners.                        that will have a strong impact on others.    from the receiver’s perspective, anticipates
                                                Selects content, language and examples       others’ interpretation or response, and
Uses slang words in professional settings.      tailored to the level and experience of the  alters message accordingly.
Fails to use facts or data to clarify or        audience.                                    Develops a good rapport with the audience
support messages when necessary.                Selects relevant and engaging stories,       even when circumstances or topics are
Overuses personal examples when                 analogies, facts, or examples to illustrate  controversial or difficult to explain.
speaking.                                       or emphasize key points.
                                                                                             Illustrates key points and makes a lasting
                                                Uses graphics or other aides that display
                                                                                             impression by creating original graphics
                                                information clearly to help clarify the
                                                                                             that have high impact, and by using the
                                                message or to explain complex topics.
                                                                                             most compelling facts and data available.
                                                Keeps the audience engaged through body
                                                language, voice inflection, humor and        Presents several different compelling
                                                energy, and seeks audience participation.    arguments in support of a position.
Keeps others informed – Passes on appropriate information in a timely manner to others who should be kept informed.
Withholds or delays dissemination of        Selects the appropriate medium for          Identifies and offers solutions when
information that others may find useful.    communicating information to others.        bringing issues forward.
                                            Keeps others involved in a project informed
Fails to keep supervisor fully informed and about developments and plans.               Uses a variety of channels or means (e.g.,
aware of potential problems.                                                            emails, memos, newsletters, meetings) to
                                            Shares ideas and information openly with
Passes on unimportant information.                                                      communicate important messages and
                                            others who might find them useful.
                                                                                        ensure target audiences are reached.
                                            Keeps own supervisor informed about
                                            progress and problems; avoids surprises.
CONTINUOUS LEARNING (EXPERTISE) – Develops expertise by actively identifying development needs, taking
advantage of development opportunities, and applying newly learned knowledge and skills on the job.
  UNSATISFACTORY PERFORMANCE                    SUCCESSFUL PERFORMANCE                     EXCEPTIONAL PERFORMANCE
Identifies development needs – Actively requests feedback to increase awareness of development needs.
Expresses an inflated view of own              Acknowledges personal weaknesses, skill        Anticipates future skills needed to
capabilities.                                  deficiencies, and failures to meet             determine development needs.
Fails to acknowledge when performance          expectations.                                  Analyzes own performance to understand
expectations are not met.                      Identifies areas that could benefit from       the underlying reasons for failure.
Does not recognize the need for self-          development.                                   Seeks performance feedback from others
development.                                   Welcomes suggestions and constructive          and expresses appreciation when
Ignores or does not act on constructive        criticism and acts on them.                    provided.
feedback.                                      Views personal mistakes and setbacks as        Objectively discusses failures with others
Gets defensive, makes excuses, or blames       learning opportunities.                        to identify underlying causes and
others for own performance.                    Analyzes other’s past successes and            preventative measures.

Shows lack of concern or interest in           failures to learn from them.
discussions about performance.
Develops self – Identifies and actively participates in development activities to maximize learning and stay current in own job field.
Avoids opportunities to take on new            Searches for opportunities to address          Takes on challenging assignments or puts
assignments or attend trainings.               development needs.                             self in unfamiliar situations at work in order
Does not take the time or finds excuses to     Willingly accepts opportunities for training   to learn new skills.
not develop self.                              and development.                               Engages in formal career development
Is complacent with current job duties and      Actively participates in training and          planning (e.g., self-assesses capabilities,
not receptive to learning new work             development activities (e.g., asks             sets development goals, identifies and
methods.                                       questions, takes notes, does assignments)      documents development activities).
                                               to make the most of the learning               Chooses appropriate activities to fully
                                               experience.                                    develop competencies and gain
                                               Uses new assignments as learning               experiences needed for next job or to
                                               opportunities.                                 improve current performance.
                                                                                              Actively participates in self-development
                                                                                              activities, such as reading, attending
                                                                                              webinars, and networking.
                                                                                               Documents career development progress
                                                                                              in a formal Career Development Plan.
Applies knowledge and skills – Puts newly learned knowledge and skills to practical use on the job.
Does not take advantage of opportunities       Recognizes and takes advantage of              Volunteers for challenging assignments in
to apply newly learned knowledge or            opportunities to utilize new knowledge and     order to apply new skills.
behaviors on the job.                          skills on the job.                             Uses new knowledge to initiate
Avoids sharing new knowledge with others.      Attempts to further learning through trial-    improvements beyond the scope of one’s
                                               and-error.                                     job.
                                               Shares information and suggestions that        Shares knowledge by preparing informal
                                               others may find useful.                        training or creating resources for others to
                                                                                              use.
CREATIVITY – Generates innovative ideas and takes calculated risks to help solve problems or make improvements.
 UNSATISFACTORY PERFORMANCE                     SUCCESSFUL PERFORMANCE                          EXCEPTIONAL PERFORMANCE
Generates ideas – Generates numerous, original ideas or solutions to problems.
Does not generate many fresh, relevant        Approaches problems with curiosity and        Actively exchanges ideas with others and
ideas in response to defined problems or      open-mindedness.                              builds on their ideas to identify new
opportunities.                                Brainstorms individually and with others to   solutions.
Looks for a “quick fix” and only identifies   generate multiple ideas or explanations.      Creates groundbreaking ideas, processes,
obvious approaches when more effective        Generates new and unique, but potentially     and solutions for situations with little or no
possibilities likely exist.                   feasible, ideas and solutions.                precedent.

                                              Conducts research, uses networks, or          Exhaustively researches a variety of
                                              looks outside the agency to identify          sources to develop unique solutions to
                                              different solutions.                          emerging concerns.

                                              Keeps up-to-date on current research and      Proactively communicates new ideas to
                                              technology in the field or profession.        others while being open to feedback and
                                                                                            suggestions.
Seeks improvement– Looks for and suggests new ways to improve quality, efficiency, or effectiveness.
Assumes if there is not a problem, there is   Questions established ways of doing things    Seeks out opportunities to use new
no need for improvement.                      when they appear to be ineffective or         technology to meet work goals better,
Is overly focused on completing daily tasks   inefficient.                                  faster, and cheaper.
and fails to take time to consider or         Reviews processes to ensure they              Suggests innovative ways to improve work
propose more effective approaches.            continue to be relevant and add value.        activities or reach goals.
Continues to use inefficient processes        Looks for ways to eliminate redundancies      Tries unorthodox methods; “thinks outside
without trying a different approach.          or streamline work processes.                 the box.”
                                              Is open-minded and considers (or accepts)     Adapts previous solutions in new ways.
                                              alternative ways to view or define problems   Obtains buy-in and support from key
                                              and opportunities.                            stakeholders.
Implements ideas – Implements innovative ideas that involve calculated risks in an attempt to achieve improved results.
Fails to follow through after an idea is      Tries different approaches and new ideas,     Projects how ideas may play out before
introduced.                                   taking reasonable, calculated risks.          they are tested or implemented.
Gets involved in too many new ideas at        Maintains quality work while experimenting    Ensures successful implementation of new
once and fails to prioritize them.            with new approaches.                          ideas by thoroughly planning and
                                              Communicates potential benefits and risks     evaluating results.
                                              to key stakeholders.
DECISIVENESS – Exercises sound judgment when making decisions and takes prompt, decisive action.
 UNSATISFACTORY PERFORMANCE                     SUCCESSFUL PERFORMANCE                          EXCEPTIONAL PERFORMANCE
Evaluates alternatives – Considers the impact and implications of various alternatives before reaching a final decision.
Fails to identify and consider a sufficient    Identifies alternative courses of action that   Thinks outside the box to generate new
number of reasonable, alternative options.     may result in the desired outcome.              and unique alternatives.
Only identifies solutions that worked in the   Looks for common factors in different           Seeks out and analyzes new ideas from
past, and tries to force-fit them.             problems and determines if previously           others and assesses their potential
Does not consider past/similar experiences     successful solutions can be used or             relevancy.
when evaluating options.                       modified.                                       Recognizes situational subtleties and
Allows previous poor decisions (e.g., sunk     Identifies and considers the probable           discrepancies in supporting information
costs) to influence current decisions.         impact of each alternative, including costs,    when evaluating alternatives.
                                               benefits, risks, and chances for success.       Selects harder (e.g., unpopular, more
Generates impractical or irrational options.
                                               Selects solutions that are consistent with      complex), long-term solutions over more
Prematurely draws conclusions and fails to     available facts and constraints.                immediate fixes, when appropriate.
fully evaluate each alternative or think
through the potential impact.                  Evaluates decisions made in similar             Develops decision criteria to evaluate and
                                               situations to assess potential impact.          compare the potential impact,
Ignores information drawn from analysis                                                        consequences, and feasibility of
and chooses impractical, ineffective, or       Uses both a short- and long-term
                                               perspective when evaluating alternatives.       implementing each alternative.
biased solutions.
                                               Anticipates obstacles and develops              Maintains total objectivity by being aware
Chooses a course of action based solely                                                        of personal biases and preferences, and
on short-term gains without regard for long-   contingency plans.
                                                                                               ensuring they do not influence decisions.
term consequences.                             Consults with the appropriate individuals
Spends an excessive amount of time             before making decisions, when beneficial,
thinking about a plan of action.               to gain additional perspective.

Makes timely decisions – Confidently makes timely decisions in ambiguous situations.
Overanalyzes problems and opportunities        Makes decisions confidently, even when          Takes charge in situations when it is
and waits too long to make decisions.          data is limited or in ambiguous situations.     necessary to ensure decisions are made.
Defers decision-making to others.              Takes prompt action on issues requiring         Takes decisive when needed in spite of
Seeks unnecessary approval for decisions       immediate attention.                            disagreement from others or when it will
from others.                                   Stops excessive debate and makes a              produce unpleasant consequences.

Avoids making decisions altogether.            decision.
                                               Acts independently when appropriate and
                                               exercises discretion in referring issues to
                                               higher levels.
                                               Makes tough decisions, even when
                                               solutions may have unpleasant
                                               consequences.
Demonstrates commitment to decisions – Displays little to no hesitation when acting on decisions made, holds firmly to them, and
accepts responsibility for outcomes.
Blames others or external events for poor      Stands by sound decisions, and follows          Accepts full responsibility for bad outcomes
decisions or failed implementation.            through with implementation, in spite of        or failed implementation, even when others
Continues to defend poor decisions, even       pushback from others.                           contributed.
after discovering contrary information.        Reconsiders decisions based on new              Firmly resolves to learn from poor
Continues to question decisions after they     information.                                    decisions or failed implementation, and
have been made.                                Takes immediate action to correct bad           helps others prevent making similar
                                               decisions when possible.                        mistakes.

                                               Accepts responsibility for decisions.
DEVELOPING OTHERS – Provides training, guidance, and feedback to help others develop specific knowledge and
skills needed to perform tasks.
  UNSATISFACTORY PERFORMANCE                       SUCCESSFUL PERFORMANCE                         EXCEPTIONAL PERFORMANCE
Identifies needs – Identifies others’ development needs.
Is overly focused on immediate needs or        Identifies those who may benefit from          Establishes new programs or materials to
day-to-day tasks and does not plan for         training or development                        meet specific development needs.
development.                                   Helps assess others’ specific training or      Recognizes who will benefit the most from
Does not identify or create development        development needs.                             training and considers it when prioritizing
opportunities.                                 Identifies and/or suggests activities to       time or allocating resources.
                                               develop others and/or establishes a plan.      Asks questions to help others recognize
                                                                                              their own need to develop themselves.
                                                                                              Takes time to listen to others’ to acquire an
                                                                                              accurate understanding of their
                                                                                              development needs and concerns.
Trains others – Trains others on how to accomplish tasks or to develop specific skills and promotes a positive learning environment.
Provides unclear or insufficient               Gives clear and detailed instructions on       Selects the teaching style or method most
instructions, demonstrations, or on-going      how to perform tasks or improve                appropriate for the situation or the person
direction.                                     performance.                                   being taught.
Is impatient when instructing or assisting     Observes others perform and makes              Combines an array of methods to enhance
others.                                        specific helpful suggestions.                  instruction (e.g., demonstrations, group
Does not notice when others may need           Asks questions, discusses, or clarifies to     discussions).
help, or fails to offer help.                  ensure others understand instructions or       Communicates a rationale for learning.
Does not make oneself available to answer      explanations.                                  Recognizes factors that may inhibit
questions or check if instructions are         Gives demonstrations, or teaches others        learning or affect the learning environment
understood.                                    while helping them complete tasks.             and modifies them to optimize learning.
Continues to use the same teaching style       Encourages others to ask questions or          Uses knowledge of others’ unique
or methods after indications that they are     solicit help or assistance.                    development needs or specific motivators
not working.                                   Recognizes when others aren’t grasping         to individualize training.
Sets unrealistic development goals for         concepts and patiently repeats or              Uses knowledge of adult learning
others.                                        rephrases instructions to ensure               principles to create optimal learning
Focuses solely on instruction and fails to     understanding.                                 environments.
provide opportunities for others to learn by   Helps others set realistic goals and make      Facilitates progress yet allows others to
doing.                                         adjustments according to their progress.       take charge of their own development.
                                               Assists others in overcoming obstacles.        Provides a safe trial-and-error environment
                                                                                              for others to practice new skills and stretch.
                                                                                              Uses mistakes as learning opportunities.
Provides guidance and feedback – Offers clear and timely feedback and suggestions to help others reinforce newly-learned skills.
Provides infrequent, untimely, overly-         Observes others perform and makes              Searches for or creates new ways to
general, or disingenuous feedback.             specific helpful suggestions.                  openly recognize others for their
Gives insufficient feedback or focuses on      Makes clear and direct performance             achievements.
mistakes and undesirable behaviors.            suggestions based off of observations.         Expresses confidence in others’ ability to
Criticizes publicly, or makes discouraging     Acknowledges and recognizes effective          achieve development goals.
remarks about other’s lack of potential or     behaviors.                                     Leads others or asks questions to help
inability to learn.                            Gives timely feedback on a frequent basis.     them find their own solutions to problems.
Does not help others overcome problems         Provides candid feedback in specific,          Acts as a personal mentor and devotes
or setbacks.                                   behavioral terms that is both positive and     time and effort to others with high potential.
Overlooks opportunities to acknowledge         constructive.                                  Provides feedback that will facilitate
and reinforce good behaviors.                  Praises and publicly recognizes successes.     confidence and maintain self-esteem.
Puts off dealing with problems until they      Provides one-on-one guidance and helps         Schedules time to provide help and give
are out of control.                            others work through new problems.              clear and direct feedback on a regular
                                                                                              basis.
                                               Expresses confidence in learners’ ability to
                                               apply newly-learned concepts and skills.
                                               Reassures others after a setback.
                                               Monitors and confronts learning problems.
EMPATHY – Relates to others in a respectful and considerate manner, and demonstrates sensitivity towards others’
feelings and concerns.
  UNSATISFACTORY PERFORMANCE                    SUCCESSFUL PERFORMANCE                          EXCEPTIONAL PERFORMANCE
Gathers information – Senses or gathers information about clients’ needs or feelings.
Appears uninterested in the speaker,         Listens attentively to learn about others’   Patiently encourages others to openly
interrupts, or makes judgmental comments.    concerns and feelings and helps them         express their feelings.
Misinterprets emotions and behaviors, or     clarify their needs.                         Senses and interprets subtle changes in
fails to consider the reasons behind them.   Senses and interprets what others are        others’ attitudes or behaviors.
                                             feeling based on their choice of words,      Makes accurate inferences about emotions
                                             tone of voice, and non-verbal behavior.      even when unexpressed.
                                             Asks probing questions to learn about
                                             others’ background to understand their
                                             needs and perspective.
Expresses concern – Openly expresses understanding and concern for others.
Makes statements that offend or show lack    Acknowledges others’ concerns and            Responds to others in ways that convey
of understanding or concern for others.      feelings in a respectful manner.             interest in what they have to say.
Responds to others using tones suggesting    Delivers negative messages to others in a    Builds mutual trust with others.
disgust, anger, or lack of importance.       constructive and sensitive manner.           Shares appropriate personal experiences
                                             Anticipates others reaction to negative or   with others to demonstrate empathy and
                                             controversial information to be provided.    understanding.
                                             Stays positive, considerate, and             Conveys difficult messages with a positive
                                             understanding at all times, even when        tone and words (to the extent possible) and
                                             criticized or attacked by others.            helps others effectively cope with the news
                                             Displays sensitivity of others’              or situation.
                                             circumstances and viewpoints.
                                             Displays empathy by smiling, nodding, etc.
                                             when appropriate.
                                             Recognizes others’ points of view when
                                             communicating information.
Responds to needs – Responds appropriately and tactfully to the needs and feelings of others.
Uses the same approach when responding       Anticipates others’ reactions and responds   Takes extra precautions to ensure actions
to others, regardless of individual needs    accordingly.                                 will not offend anyone.
and sensitivities.                           Alters own behavior to appropriately         Provides difficult information in as positive
Is too direct (or indirect) with others.     respond to others’ individual needs.         a manner as possible.
Makes offensive comments.                    Maintains a pleasant disposition at all      Finds creative, non-threatening ways to
Gets argumentative or makes snide            times.                                       approach others about sensitive issues.
comments during disagreements.               Remains tactful and considerate in           Provides encouragement to others
                                             situations that involve controversy,         whenever appropriate.
                                             disagreement, or represent other emotional   Helps others find creative ways to resolve
                                             strain.                                      issues.
                                             Expresses information in a manner that
                                             does not offend individuals with differing
                                             points of view.
                                             Recognizes when to defer to those of
                                             higher status.
INFLUENCE – Persuades others to support an idea or take a desired action.
  UNSATISFACTORY PERFORMANCE                  SUCCESSFUL PERFORMANCE                        EXCEPTIONAL PERFORMANCE
Adjusts personal approach – Gains an understanding of the audience that one is attempting to influence, and uses that knowledge to
adapt one’s influence strategies.
Does not learn about the audience before     Learns about the audience’s needs,              Develops an understanding of the
selecting an appropriate technique.          concerns, interests, and perspectives in        audience’s emotions, and conveys this
                                             order to identify an approach that is likely    understanding to connect with them.
                                             to influence them.                              Finds examples and analogies that the
                                             Uses information and tailors discussion to      audience can easily relate to in order to
                                             address the audience’s concerns or to           persuade more easily.
                                             appeal to their interests.                      Shares personal examples and seeks
                                             Provides examples and analogies that are        personal examples from the audience to
                                             relevant to the audience.                       build a connection and enhance the case
                                             Finds common ground with the audience           being made.
                                             by describing the benefits of the position      Ensures all audience members feel valued
                                             one is advocating in terms of what one          and appreciated, and includes them in
                                             values and what others value.                   discussions to help build support for ideas.
Obtains buy-in – Establishes credibility and gains support for and commitment to ideas.
Communicates unenthusiastically,             Presents own ideas and seeks suggestions        Targets influential decision makers; builds
insincerely, or with arrogance.              from others.                                    support behind the scenes to gain support
Acts in a biased or close-minded manner.     Involves others in processes or decisions       for ideas.

Relies on self as the sole source of         to gain their support and commitment.           Enlists experts or third parties to influence
influence, or relies solely on status or     Establishes credibility with audiences by       others, or uses other indirect strategies.
position.                                    acquiring expertise in the subject matter       Assembles coalitions and works closely
                                             and demonstrating mastery of it.                with them to build support for ideas.
                                             Acts impartially and is open to others’         Cultivates positive, trusting relationships
                                             viewpoints.                                     with others in order to influence them more
                                             Offers trade-offs or exchanges to gain          readily when needed.
                                             commitment when necessary.
Inspires action – Communicates a sound rationale and presents compelling information to motivate others to take action.
Uses the same approach each time when        Carefully prepares the rationale and            Organizes information so that facts and
attempting to influence others.              collects supporting evidence.                   ideas build upon one another logically to
Provides unsupported arguments.              Delivers information in a logical, easy-to-     lead the audience to a specific conclusion.

Presents information in a way that is        understand manner.                              Deliberately gives or delays information at
difficult for others to follow.              Conveys the rationale in a manner that          planned times to gain specific effects.

Fails to anticipate or prepare for the       engages the audience and helps them             Reinforces one’s position and engages
audiences’ questions or reactions.           understand and relate to it.                    others with striking data mixed with
                                             Explains how own positions address              compelling stories and images.
                                             others’ needs and priorities.                   Makes multiple attempts to persuade
                                             Identifies and presents information that will   others, or presents multiple arguments in
                                             have a strong and lasting effect on others.     support of a position.

                                             Uses stories, analogies, or examples to         Structures situations (e.g., the setting,
                                             clarify, illustrate, and emphasize key          persons present, sequence of events) to
                                             points.                                         create a desired impact and maximize the
                                                                                             chances of a favorable outcome.
                                             Creates and uses presentations and
                                             graphics that display information clearly       Anticipates resistance to arguments and
                                             and with high impact.                           prepares to address them.

                                             Thinks before speaking using thoughtful,        Invokes emotion to increase impact on
                                             measured words.                                 others.

                                             Provides complete, balanced information         Effectively uses charm and humor to
                                             and answers questions fully.                    engage the audience and make a lasting
                                                                                             impression.
                                             Presents information with energy and
                                             enthusiasm.                                     Skillfully uses body language, voice
                                                                                             inflection, and energy to engage the
                                             Opens discussions by describing request         audience and sustain their interest.
                                             or expectations in a way that provides
                                             clarity and excites interest.
INITIATIVE – Displays a high level of effort and commitment towards completing assignments and goals.
 UNSATISFACTORY PERFORMANCE                        SUCCESSFUL PERFORMANCE                         EXCEPTIONAL PERFORMANCE
Works diligently – Maintains a consistent, high level of productivity.
Only puts forth the minimum effort to        Consistently puts forth a high level of effort   Strives to exceed job expectations.
complete a required task.                    towards completing assigned tasks and            Displays a high level of energy, urgency,
                                             projects.                                        and enthusiasm at all times.
                                             Devotes an adequate amount of time and           Devotes extra time to important tasks to
                                             effort to assigned tasks.                        ensure highest quality work.
                                             Completes work with minimal need for             Makes repeated attempts to overcome
                                             direction and support.                           obstacles, evaluates progress, and
                                                                                              changes approach as needed.
Perseveres – Persists when facing unexpected obstacles or setbacks.
Gives up easily when things to do not go     Attempts to overcome obstacles and               Responds to setbacks with renewed and
as planned.                                  setbacks.                                        increased effort.
                                             Stays focused and positive in spite of           Makes repeated attempts to overcome
                                             distractions and interruptions.                  obstacles, evaluates progress, and
                                                                                              changes approach as needed.

Initiates work – Independently identifies what needs to be done and does it.
Does not seek additional work when tasks     Promptly finds additional productive work        Independently implements new ideas and
are completed or during slow times, or       to perform when own duties are completed.        starts projects on his or her own.
waits to be asked.                           Independently learns new processes.
Fails to initiate work or independently
complete assignments.

Makes improvements – Proactively identifies areas to improve and recommends changes.
Looks for the easiest solution to most       Looks for new or better ways to carry out        Commits significant resources and/or time
problems.                                    tasks and makes or suggests changes.             to improve the work unit’s performance.
Continues to use inefficient processes       Identifies and removes obstacles that may        Identifies ways to improve organizational
without trying anything different.           interfere with potential improvements.           processes and outcomes and pushes to
                                                                                              implement them.
Achieves goals – Exerts a high level of effort and commitment towards achieving goals.
Makes excuses to avoid taking on             Sets challenging goals for oneself.              Voluntarily sets work-related goals in a
additional work or complains about the       Willingly accepts assignments or goals set       variety of areas.
work assigned to them.                       by management.                                   Volunteers to take on additional
Does not put forth sufficient effort to      Displays a high level of effort and              challenging work assignments.
achieve goals or meet deadlines.             commitment toward completing goals in a          Does all that is necessary to accomplish
Does not set goals or chooses easily         timely manner.                                   goals even if it is not normally part of own
reached goals.                               Tracks progress towards achieving goals.         duties.

                                             Meets standards set by management.               Achieves goals ahead of schedule.
                                                                                              Attempts to surpass past performance
                                                                                              levels or standards set by management by
                                                                                              taking risks and trying new work methods.
PLANNING & ORGANIZATION – Sets priorities, schedules activities, acquires resources, and monitors progress to
ensure the successful completion of projects and assignments.
  UNSATISFACTORY PERFORMANCE                           SUCCESSFUL PERFORMANCE                        EXCEPTIONAL PERFORMANCE
 Prioritizes work – Identifies more/less critical activities and assignments and establishes and adjusts priorities.
Focuses on urgent, trivial tasks while           Prioritizes tasks and assignments based       Takes organizational and/or team goals
neglecting critical, long-term tasks.            on importance and urgency.                    into consideration along with importance,
                                                 Focuses on the critical few tasks and puts    urgency, and others’ schedules when
Fails to adjust priorities or recognize the      trivial tasks aside.
need to do so.                                                                                 prioritizing tasks.
                                                 Regularly evaluates progress toward goals
                                                 and adjusts priorities accordingly.
Identifies tasks and resources – Determines project/assignment requirements by breaking them down into tasks and identifying the
types of resources and people needed.
Fails to consider the resources needed or        Develops objectives and desired end           Clearly defines the sequence of tasks
fails to plan ahead to ensure they will be       results for assignments and projects.         involved in a project.
available when needed.                           Analyzes the situation and resource needs
                                                 for each project and assignment.              Engages in long-term planning to obtain
Overlooks small, but critical, steps when                                                      the resources (people, material, funding,
                                                 Identifies and obtains the people and
planning a project.                                                                            and support) needed to get things done
                                                 resources to get things done.
Fails to plan and allow for contingencies.                                                     with the highest possible efficiency.
                                                 Obtains approval for plans from all involved
Makes plans that are unorganized.                parties.
                                                 Identifies time and cost constraints and
                                                 estimates requirements.
                                                 Identifies the steps or tasks involved in
                                                 projects and develops a project schedule
                                                 or work breakdown schedule.
Manages schedules and timelines – Allocates appropriate amounts of time for completing work; develops timelines and establishes
milestones.
Fails to plan for contingencies.                 Prepares realistic schedules.                 Coordinates schedules with others
                                                                                               impacted by plans.
Establishes unrealistic deadlines.               Sets deadlines and sticks to them.
                                                                                               Foresees potential roadblocks and
Does not evaluate progress regularly or          Establishes milestones to periodically        develops contingencies to redirect tasks so
keep supervisor informed.                        evaluate progress.                            momentum is not lost.
Misses important deadlines and completes         Anticipates and resolves problems that        Accurately determines the time
assignments late.                                may impact the timely completion of work.     commitment and difficulty of projects/
                                                 Maintains awareness of time allotted and      assignments.
                                                 deadlines in order to ensure they are met.    Identifies clear, realistic and measurable
                                                                                               outcomes for projects; and plans for
                                                 Keeps supervisor informed of progress.
                                                                                               evaluation.
                                                 Concentrates efforts on the most important Evaluates actions and timelines against
                                                 priorities.                                   agency mission or goals.
                                                 Effectively allocates own time to complete    Identifies areas where time isn’t utilized
                                                 work. Secures assistance or adjusts           fully and makes changes.
                                                 schedule if it appears that work may not be Skillfully discriminates between urgent and
                                                 completed on time.                            important tasks and balances time
                                                 Readily handles multiple tasks at the same appropriately.
                                                 time.                                         Remains acutely aware of timeframes and
                                                                                               successfully completes assignments ahead
                                                                                               of schedule.
Leverages resources – Takes advantage of available resources (individuals, processes, agencies, and tools) to complete work
efficiently; coordinates with internal and external individuals or groups.
Attempts to complete work on own, when it Identifies resources that may be useful.             Anticipates the potential impact of external
would be beneficial to consult others.                                                         factors on projects and makes plans in
                                                 Readjusts resources based on progress.        advance to compensate for the
Plans schedules without coordinating with        Coordinates schedules and planning            unexpected.
others.                                          efforts with other affected work units.       Clearly communicates details of plans to
                                                                                               others who are involved, creating structure
                                                                                               for on-going communication and
                                                                                               interaction.
Stays focused – Uses time effectively and prevents irrelevant issues or distractions from interfering with work completion.
Works on tasks in order of assignment            Follows plans closely, despite difficulty and Creates flexible, organized plans that allow
without regard to importance.                    setbacks.                                     for continuous changes to be made.
                                                 Takes prompt action to resolve delays to
Focuses on irrelevant or unimportant tasks       ensure deadlines will be met.                 Keeps clear, detailed records of activities
due to a failure to prioritize.                                                                related to accomplishing goals.
                                                 Develops or uses systems to organize and
Becomes distracted and fails to give             keep track of information, priorities, and    Knows status of own work at all times.
projects the needed attention.                   deadlines (e.g., “to do” lists, appointment
                                                 calendars).
PROBLEM SOLVING – Analyzes problems and makes sound recommendations.
  UNSATISFACTORY PERFORMANCE                SUCCESSFUL PERFORMANCE                        EXCEPTIONAL PERFORMANCE
Recognizes problems and opportunities – Recognizes potential problems, issues, or challenges and determines whether action is
needed.
Assumes that problems that have not been       Recognizes signs that may indicate             Recognizes potential problems and
corrected or eliminated can’t be.              problems.                                      opportunities that are difficult to detect.
Fails to act on potential opportunities.       Identifies potential problems and
                                               opportunities and takes prompt action
                                               when appropriate.
                                               Identifies separate and distinct issues to
                                               help clarify potential problems and
                                               determine if analysis is needed.
Gathers information – Identifies and collects information needed to understand and analyze problems; weighs the relevancy and
accuracy of the information.
Fails to gather adequate information to        Recognizes information that is pertinent.      Recognizes when information is missing,
identify the causes of problems.               Collects information from multiple relevant    or requires verification.
Gathers excessive or irrelevant                sources.                                       Collects pertinent information from a wide
information.                                   Recognizes when adequate information           variety of sources, including uncommon or
                                               has been obtained.                             unusual sources.

                                               Distinguishes between relevant and             Efficiently gathers all immediately available
                                               irrelevant information.                        information before acting in crisis situations.

Interprets information – Integrates information from a variety of sources and detects trends, associations, and cause-effect
relationships.
Identifies the symptoms rather than the        Understands how each part of an issue          Identifies patterns or connections between
causes of problems.                            affects another and uses this information to   situations (or pieces of information) that
Gets overly concerned with details and         solve problems.                                are not obviously related.
fails to notice larger, underlying issues.     Identifies all likely causes of problems.      Identifies all key or underlying issues in
Uses one or two sources when integrating       Finds trends, associations, and cause-         complex situations.
information on important issues.               effective relationships.                       Acknowledges when something isn’t
Identifies incorrect or unsupported cause-     Breaks down problems into smaller parts to     known and takes steps to figure it out.
effect relationships.                          understand and define them better.


Generates / evaluate alternative actions – Identifies alternative solutions to problems and identifies/weighs the pros and cons of
each.
Fails to identify a sufficient number of       Spends ample time brainstorming                Thinks outside the box to generate new
reasonable, alternative solutions.             alternative solutions.                         and unique alternatives.
Only identifies solutions that worked in the   Looks for common factors in different          Searches for and analyzes new ideas from
past, and tries to force-fit them.             problems and determines if previously          others and assesses their potential
Generates impractical or irrational options.   successful solutions can be used or            relevancy.
                                               modified.                                      Recognizes situational subtleties and
Fails to thoroughly think through the impact
and implications of each alternative.          Identifies and considers the probable          discrepancies in supporting information
                                               impact of each alternative, including costs,   when evaluating alternatives.
Does not consider past/similar experiences     benefits, risks, and chances for success.
when evaluating options.                                                                      Develops decision criteria to methodically
                                               Evaluates experiences with similar             evaluate and compare the potential impact,
Prematurely draws conclusions and fails to     situations to assess potential impact.         consequences, and feasibility of
fully evaluate each alternative.                                                              implementing each alternative.
                                               Uses both a short- and long-term
Allows previous poor decisions (e.g., sunk     perspective when evaluating alternatives.      Maintains total objectivity by being aware
costs) to influence current decisions.                                                        of personal biases and preferences, and
                                               Anticipates obstacles and thinks ahead
Ignores selective information drawn from       about next steps for each alternative.         ensuring they do not influence decisions.
analysis and recommends impractical,                                                          Considers or selects harder (e.g.,
ineffective, or biased solutions.              Recommends solutions that are consistent
                                               with available facts and constraints.          unpopular, more complex), long-term
Chooses a course of action based solely                                                       solutions over more immediate fixes.
on short-term gains without regard for long-
term consequences.
RELATIONSHIP BUILDING – Works to build and maintain friendly relationships with people who can, or might someday
be able to, provide information, assistance, or support.
  UNSATISFACTORY PERFORMANCE                        SUCCESSFUL PERFORMANCE                          EXCEPTIONAL PERFORMANCE
Identifies needs – Identifies the need for relationships, both in and outside the organization, that may be beneficial now or in the future.
Fails to recognize the potential value of      Identifies individuals or groups whose          Proactively identifies uncustomary or
relationships and networks.                    assistance, cooperation, and support may        diverse individuals or groups whose
Continues to use the same contacts             be helpful and makes plans to initiate          relationships have the potential for
without considering new possibilities.         relationships.                                  providing long-term value to the agency.

Does not recognize opportunities in which      Makes plans to networks with a variety of       Looks for opportunities to personally
others may be able to provide support or       individuals outside the organization to         introduce self and others to key outside
assistance.                                    create a broad resource for future              contacts, or make arrangements for
                                               information sharing needs.                      working together.
Initiates relationships – Proactively works at building or maintaining mutually beneficial relationships with others.
Declines invitations to socialize or avoids    Extends oneself and consciously works at        Accurately recognizes others’ perspectives
social interactions.                           building rapport with others.                   and unspoken needs or concerns.
Does not take the time necessary to            Accepts invitations or other friendly offers    Educates self on roles of others in network
maintain good relations with others.           from others, and is receptive to others         to recognize opportunities for collaboration
Avoids opportunities to broaden networks       initiating relationships with self.             or mutual support.
of contacts, or go outside the unit/agency.    Relates to others in a way that makes           Finds opportunities to help others in own
Builds one-sided relationships; does not       them feel respected, appreciated, and           network and creates results that benefit
put anything back into relationships.          valued.                                         both parties.

Rejects others’ attempts to build              Shows a personal interest in others’ work-
relationships.                                 related activities or interests.
                                               Shares personal information to create a
                                               common ground.
                                               Identifies and communicates common
                                               interests and mutual benefits to help
                                               establish relationships.
                                               Maintains regular contact with those in
                                               network to build rapport.
                                               Provides information and support to others
                                               to build a basis for future reciprocity.
                                               Respects relationships by keeping
                                               commitments, being responsive to their
                                               needs, and sharing ideas and information.
                                               Expresses appreciation to others who
                                               have provided information, assistance, or
                                               support.
Utilizes relationships – Uses relationships to share and gather information, seek input into problems, and identify opportunities.
Does not utilize available contacts for        Uses contacts to share ideas, discuss           Uses networks to gain access to sources of
information needs.                             opportunities, and keep current on              influence or information of strategic
Does not recognize opportunities in which      professional and technical issues.              importance.
others may be able to provide support or       Takes advantage of and applies the              Uses networks to market the agency’s
assistance.                                    knowledge, talent, and experience of            programs and build support needed to
                                               expert contacts to help solve problems.         achieve long-range goals.
                                                                                               Uses relationships to create a foundation
                                                                                               for influencing others in the future.
TEAMWORK – Works cooperatively with others and promotes a friendly work climate in order to achieve shared goals.
 UNSATISFACTORY PERFORMANCE                     SUCCESSFUL PERFORMANCE                         EXCEPTIONAL PERFORMANCE
Develops positive relationships – Develops positive relationships with coworkers and treats all coworkers with courtesy and respect.
Works cooperatively with some people but        Treats all others with a respectful,          Consistently puts team goals ahead of
not others.                                     courteous, and professional manner.           individual goals.
Antagonizes others or encourages conflict       Maintains positive relationships even under   Actively seeks to eliminate “cliques” and
among coworkers.                                difficult circumstances.                      works to include others in discussions and
Treats others with hostility or indifference.   Supports and defends group decisions,         work activities.

Leaves tasks for others to finish.              even when such decisions may not entirely     Helps others feel valued and appreciated.
                                                reflect one’s own position.                   Demonstrates sensitivity to others’ needs
Does not give input in meetings; avoids
sharing thoughts or ideas.                      Cooperates with others, and only engages      and offers support.
                                                in conflict when necessary.                   Sacrifices own interests, and instead
Inappropriately competes with others.
                                                Expresses disagreement with others            identifies and seeks common interests to
Insists upon own interests and does not         constructively and professionally.            resolve conflict.
offer concessions to resolve conflict.
                                                Displays patience with others.                Assists in mediating between team
Uses inappropriate or disrespectful                                                           members to resolve conflict, without
language when interacting with others.          Offers meaningful concessions to resolve
                                                conflict with others.                         requiring help from the supervisor.
Is argumentative, uses negative sarcasm,
or makes tactless, offensive comments.          Shares credit for good ideas and
                                                accomplishments with others.
Supports coworkers– Supports coworkers and provides assistance when needed.
Talks down or rudely to others.                 Is dependable and does his or her fair        Volunteers to provide backup to coworkers
Tries to damage the image of others and/        share of the work.                            in their absence.
or openly criticizes others’ suggestions.       Accepts requests for assistance from          Takes on additional responsibility without
                                                others.                                       hesitation to help the group.
                                                Assists others by temporarily filling in as   Defends others when appropriate (e.g.,
                                                needed.                                       when unfairly criticized).
                                                Speaks positively about coworkers.            Protects and promotes the group’s
                                                Makes encouraging comments to others          reputation with outsiders.
                                                and supports their ideas.                     Gives honest and constructive feedback.
                                                Supports team decisions.
                                                Helps others resolve technical issues in
                                                own areas of expertise.
Keeps coworkers informed – Openly shares information, knowledge, and expertise with coworkers.
Withholds information or knowledge from         Passes on pertinent information about         Informally mentors or helps train new or
coworkers.                                      developments to others involved in group      struggling employees.
Does not volunteer skills or ability to help    efforts.                                      Facilitates communication between others
work groups reach goals.                        Fully contributes own expertise in group      experiencing conflict who have previously
Waits for others to solve interpersonal/        projects.                                     been unable to solve problems.
team conflicts and problems.                    Regularly initiates communication to help     Shares general information with others
Does not share concerns or overlooks the        solve interpersonal/team conflicts and        who might find it useful.
concerns of others.                             problems.
                                                Makes helpful suggestions and shares
                                                ideas and tips.
                                                Is open with others and shares concerns.
Solicits coworker input – Solicits input from coworkers and involves them in team decisions.
Dismisses opinions or suggestions from          Asks for opinions and suggestions from        Prompts others to play an active role in the
others in a discourteous manner.                others to help form plans or make specific    group.
                                                decisions.                                    Expresses sincere appreciation for others’
                                                Listens and responds constructively to        input and shows a willingness to learn.
                                                others’ ideas, viewpoints, and feedback.
                                                Involves others fully in team decisions and
                                                actions.

				
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