Courage Results

Organizational
Skills
Strategi
c
Skills

Customer Focus Education

Success
Factors

Individual
Excellenc
e
Operating
Skills
 Competency Library
Action Oriented
Consistently maintains high levels of activity or productivity; sustains long working hours
when necessary, works with vigor, effectiveness and determination over a sustained
period.
Adaptability (Do not use with Facilitating Change.)
Adapts well to changes in assignments and priorities; adapts behavior or work methods
in response to new information, changing conditions, or unexpected obstacles;
approaches change positively and adjusts behaviors accordingly.
Applied Learning (Do not use with Continuous Learning and Professional Development.)
Able to learn and properly apply new job-related information in a timely manner. Has the
ability to absorb and comprehend job-related information from formal training and other
formal and informal learning experiences.
Building Trust
Interact with others in a way that gives them confidence in one’s motives and
representations and those of the organization. Is seen as direct and truthful; keeps
confidences, promises, and commitments.
Coaching
Providing timely guidance and feedback to help others strengthen knowledge/skills
areas needed to accomplish a task or solve a problem.
Collaboration
Builds constructive working relationships with clients/customers, other work units,
community organizations and others to meet mutual goals and objectives. Behaves
professionally and supportively when working with individuals from a variety of ethnic,
social and educational backgrounds.
Communication
Clearly conveys and receives information and ideas through a variety of media to
individuals or groups in a manner that engages the listener, helps them understand and
retain the message, and invites response and feedback. Keeps others informed as
appropriate. Demonstrates good written, oral, and listening skills
Conflict Management
Uses appropriate interpersonal styles and techniques to reduce tension and/or conflict
between two or more people; able to size up situations quickly; able to identify common
interests; facilitates resolution.
Continuous Learning and Professional Development (Do not use with Applied
Learning)
Is committed to developing professionally, attends professional conferences, focuses on
best practices, values cutting-edge practices and approaches; takes advantage of a
variety of learning activities, introduces newly gained knowledge and skills on the job.
Cultural Competence
Cultivates opportunities through diverse people; respects and relates well to people from
varied backgrounds, understands diverse worldviews, and is sensitive to group
differences; sees diversity as an opportunity, challenges bias and intolerance.
Customer/Client Focus
Makes customers/clients and their needs a primary focus of one’s actions; shows
interest in and understanding of the needs and expectations of internal and external
customers (including direct reports); gains customer trust and respect; meets or exceeds
customer expectations
Decision Making/Problem Solving
Breaks down problems into components and recognizes interrelationships; makes
sound, well-informed, and objective decisions. Compares data, information, and input
from a variety of sources to draw conclusions; takes action that is consistent with
available facts, constraints, and probable consequences.
Delegating Responsibility
Comfortably delegates responsibilities, tasks, and decisions; appropriately trusts others
to perform; provides support without removing responsibility.
Developing Others (non-supervisory relationship; supervisors use Guiding and
Developing Staff)
Helps plan and supports the development of individuals’ skills and abilities so that they
can fulfill current of future job/role responsibilities more effectively.
Facilitating Change (Do not use with Adaptability.)
Facilitates the implementation and acceptance of change within the workplace;
encourages others to seek opportunities for different and innovative approaches to
addressing problems and opportunities.

Follow-up
Monitors the work of direct reports to insure quality standards and thoroughness;
considers the knowledge, experience, and skill of staff members when determining
extent of review.
Formal Presentation Skills
Effectively presents ideas, information and materials to individuals and groups.
Effectively prepares and provides structured delivery; facilitates workshops or meetings
in a structured manner, can facilitate and manage group process.
Guiding and Developing Staff (supervisory competency: non-supervisors use Developing
Others)
Focuses and guiding others in accomplishing work objectives; rewards and recognizes
others, both formally and informally, in ways that motivate them. Sets high performance
expectations for team members; sets clear performance expectations and objectives;
holds others accountable for achieving results. Successfully finds resources, training,
tools, etc. to support staff needs. Works with staff to create developmental opportunities
to expand knowledge and skill level; provides effective feedback and guidance for
career development.
Influence
Uses appropriate interpersonal skills and techniques to gain acceptance for ideas or
solutions. Uses influencing strategies to gain genuine agreements; Seeks to persuade
rather than force solutions or impose decisions or regulations.
Initiative
Takes action without being asked or required to; achieves goals beyond job
requirements; being proactive; taking prompt action to accomplish objectives.
Innovation
Uses creativity and imagination to develop new insights into situations and applies new
solutions to problems. Comes up with new and unique ideas.
Managing Work (supervisory competency: non-supervisors use Planning and Organizing)
Shows ability to plan, schedule, direct work of self and others; balances task
requirements and individual abilities; organizes materials to accomplish tasks; sets
challenging yet achievable goals for self and others.
Negotiation
Effectively exploring alternatives and positions to reach agreements and solutions that
gain the support and acceptance of all parties.

Planning and Organizing (non-supervisory competency: supervisors use Managing Work)

Organizes work, sets priorities, and determines resources requirements; determines
necessary sequence of activities needed to achieve goals.
Quality Orientation
Monitors and checks work to meet quality standards; demonstrates a high level of care
and thoroughness; checks work to ensure completeness and accuracy.
Risk Taking
Seeks opportunities and calculates risks to accomplish results that can lead to
substantial benefit knowing the real possibility of significant negative consequences.
Safety Awareness
Being aware of conditions and circumstances that affect one’s own safety or the safety
of direct reports.
Strategic Focus
Understands how an organization must change in light of internal and external trends
and influences; keeps the big, long range picture in mind; builds a shared long-range
organizational vision with others. Committed to course of action to achieve long-range
goals and influences others to translate vision into action.
Stress Tolerance
Maintains effective performance under pressure; handling stress in a manner that is
acceptable to others and to the organization.
Team Leadership (supervisory competency: non-supervisors use Teamwork)
Communicates a vision and inspires motivation; engages with others (direct-reports and
peers) in team process to solve problems; works to find a win/win resolution of
differences; is aware of how management style impacts staff productivity and
 development; modifies leadership style to meet situational requirements; helps team
stay focused on major goals while managing within a context of multiple directives.
Teamwork (non-supervisory competency: supervisors use Team Leadership)
Participates as an active and contributing member of a team to achieve team goals.
Works cooperatively with other team members, involves others, shares information as
appropriate, and shares credit for team accomplishments.

Technical/Professional Knowledge and Skills

Possesses, acquires, and maintains the technical/professional expertise required to do
the job effectively and to create client/customer solutions. Technical/professional
expertise is demonstrated through problem solving, applying professional judgment, and
competent performance.
Visionary Leadership
Keeps the organization’s mission, vision, and values at the forefront of employee
decision making and actions; ensures alignment of organization’s strategic plan and
agency practices with vision, mission and values.
Work Standards
Sets high standards and well-defined, realistic goals for one’s self; displays a high level
of effort and commitment towards completing assignments in a timely manner; works
with minimal supervisor; is motivated to achieve.