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Planning
and achieving results
- Sets performance standards and tracks progress.
- Identifies problems, develops options, and acts.
- Facilitates groups to achieve objectives.
- Evaluates systems and processes and makes improvements.
- Demonstrates acceptance of responsibility for decisions, actions
and outcomes.
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Communication
- Demonstrates oral and written communication skill.
- Provides input to others; seeks input from others.
- Communicates regularly and openly with staff and others.
- Clearly states expectations of staff.
- Listens actively to ensure that the speaker is heard.
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Customer
service
- Manages with a customer focus; knows customer needs and tracks satisfaction.
Develops improvements to processes and systems in order to better
serve customers.
Demonstrates awareness of the changing customer base and balances
multiple customer needs.
- Promptly resolves problems or engages others with the ability to bring
resolution.
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Resource management
- Uses data and information to make decisions and improve performance.
- Controls costs and mitigates adverse financial impact.
- Effectively uses technology to enhance performance.
- Works effectively across agency and work-unit boundaries to leverage
and maximize use of public resources.
- Builds, executes or monitors the budget for the work unit, as appropriate.
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Teamwork
- As a team member, builds trust among team members and commits to
achieve goals.
- Fosters teamwork, builds teams, and uses them effectively.
- Supports team articulation of vision, mission, goals and values.
- Acts as a model for collaboration, integration, and shared responsibility.
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Leadership
- Makes decisions based on vision, mission, goals and values of DHS and OHA.
- Acts in partnership to achieve common goals.
- Demonstrates high ethical standards; can be relied on for integrity
and truthfulness.
- Confident, and engaged in continuous learning.
- Demonstrates long-range thinking and a global systems perspective.
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Cultural
competence
- Demonstrates understanding of DHS and OHA's affirmative action objectives
and actively seeks to achieve goals.
- Develops strategies to recruit, retain and promote a diverse staff
that represents the population being served.
- Consistently treats customers, stakeholders, partners and co-workers
with dignity and respect.
- Demonstrates recognition of the value of individual and cultural
differences; creates a work environment where talents and abilities
are valued.
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Managing people
- Knows personnel policies and labor agreements.
- Coaches employees to excellence.
- Evaluates employees, provides feedback, and takes timely corrective
action as appropriate.
- Maintains a productive working relationship with employees and labor
unions.
- Immediately deals with issues related to policy violation, especially
such things as workplace harassment or violence.
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Communication
