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Core Competency Model

Core Competency Model

Lead yourself with core competencies

 

 

Adaptability<p>​Flexible and works well in a variety of situations, and with various individuals and groups. Open to different and new ways of doing things; willing to modify one’s preferences and priorities.</p><p>​Builds Consensus | Flexible / Receptive | Stress Management | Prioritization</p><p><span class="ms-rteStyle-Bold">​Level 1 – Novice</span></p><ul><li>Aware of and open to change.</li><li>Understands the need to be flexible.</li><li>Accepts there are different ways to complete tasks.</li><li>Recognizes a need to handle stress, setbacks, and changing priorities.</li></ul><p> <span class="ms-rteStyle-Bold">Level 2 – Basic</span></p><ul><li> Considers information and positively responds to change.</li><li>Has a flexible approach to work, which includes various work situations, roles, tasks, and ideas.</li><li>Seeks diverse viewpoints and input to achieve work outcomes.</li><li>Uses successful techniques to handles stress, setbacks, and changing priorities.</li></ul><p> <span class="ms-rteStyle-Bold">Level 3 – Intermediate</span></p><ul><li> Advocates and models a positive response to change.</li><li>Seeks out new approaches to work, including various work situations, roles, tasks, and ideas.</li><li>Uses diverse viewpoints and input to create synergistic outcomes.</li><li>Learns from stressful situations, setbacks, and changing priorities in order to mitigate impact in the future.</li></ul><p> <span class="ms-rteStyle-Bold">Level 4 – Advanced</span></p><ul><li> Leads, models, and supports self and others positively through change.</li><li>Leads teams in designing and implementing new organizational structures, procedures, and technology.</li><li>Champions diverse viewpoints and models a willingness to modify a strongly held position in the face of contrary evidence.</li><li>Guides team to alternative strategies when an initially selected one is unsuccessful; leads change effectively to minimize stress and optimize results.</li></ul><p> <span class="ms-rteStyle-Bold">Level 5 – Expert</span></p><ul><li>Initiates and drives change within the organization, when information dictates the need to change. </li><li>Establishes an environment that encourages and supports new organizational structures, changes in procedures, and other innovative solutions that respond quickly and effectively to unexpected and rapidly changing conditions.</li><li>Creates an organizational culture where differing viewpoints are valued.</li><li>Considers and prioritizes internal and external factors (legislative, media, budget, etc.) in an ever-changing environment and provides strategic direction.</li></ul>
Collaboration <p>​The ability to develop, maintain, and strengthen relationships while working together to achieve results.</p><p>​Teamwork | Inclusive | Relationship Building | Conflict Resolution</p><p><strong>Level 1 – Novice</strong></p><ul><li>Seeks assistance, information, and support from others.</li><li>Builds relationships within the workplace.</li><li>Shows respect for others. </li><li>Handles conflict constructively and views failure as an opportunity to learn.</li></ul><p><strong>Level 2 – Basic</strong></p><ul><li>Builds relationships with others whose assistance, cooperation, and support may be needed.</li><li>Provides assistance, information, and support to others, to build a basis for reciprocity. </li><li>Demonstrates a willingness to work collaboratively and openly.</li><li>Uses appropriate interpersonal styles and methods to reduce tension or conflict between two or more people/team members.</li></ul><p><strong>Level 3 – Intermediate</strong></p><ul><li>Builds and maintains mutually beneficial relationships by working collaboratively with diverse groups or teams.</li><li> Gathers information and support from others to inspire a shared vision to accomplish goals and objectives. </li><li>Incorporates a range of perspectives and cultural norms while reinforcing common ground and shared goals.</li><li>Establishes expectations that conflicts and disagreements are resolved in a constructive manner.</li></ul><p><strong>Level 4 – Advanced</strong></p><ul><li>Fosters mutually beneficial relationships by creating collaborative networks to achieve organizational goals</li><li>Assists others within and outside the organization in the development of collaborative networks in order to meet shared business objectives. </li><li>Seeks input and listens to colleagues, staff, stakeholders and customers and considers their diverse opinion in order to achieve shared goals.</li><li>Fosters an environment that promotes rapid identification and resolution of potential conflicts.</li></ul><p><strong>Level 5 – Expert</strong></p><ul><li>Develops networks and builds alliances with others (e.g. professional colleagues) in order to achieve the strategic goals and objectives of the organization; works with others to resolve differences within and outside the organization.</li><li>Applies a transformational leadership approach where one seeks input on team performance, incorporates feedback, implements new ideas, helps others and engages all stakeholders.</li><li>Inspires teams to accomplish long-term strategic goals and objectives.</li><li>Resolves conflicts impacting the organization due to competing objectives, limited resources or differing perspectives.</li></ul>
Communication<p>​The ability to effectively listen, write and present ideas, opinions and information in diverse situation.</p><p>​Clarity and Context | Presenting/Facilitating | Active Listening | Influence</p><p><strong>​Level 1 – Novice</strong></p><ul><li>Uses the essential components of good communication.</li><li>Demonstrates the importance of sharing and presenting information.</li><li> Demonstrates active listening.</li><li>Aware of the influence of various forms of communication (non-verbal, verbal, and written). </li></ul><p><strong>Level 2 – Basic</strong></p><ul><li>Ensures that regular communication takes place within area of responsiblity and written communication is clear and concise.</li><li>Uses a variety of accessible methods to share and present information.</li><li>Uses active listening skills.</li><li>Understands the importance of non-verbal, verbal, and written messages to effectively and accurately convey meaning and influence.</li></ul><p><strong>Level 3 – Intermediate</strong></p><ul><li>Ensures that information sent and received is clear, concise and timely for the intended audience. Written communication requires little or no correction.</li><li>Presents information and facilitates internal discussions with individuals and groups.</li><li>Listens actively and provides full attention, which includes asking clarifying questions.</li><li>Professionally influences others using non-verbal, verbal and written communications to effectively and accurately convey meaning.</li></ul><p><strong>Level 4 – Advanced</strong></p><ul><li>Presents information that is appropriate in content, professional in both tone and language, and tailored to the recipient/audience. Written communication requires little or no correction.</li><li>Presents information and facilitates internal and external discussions with individuals and groups to persuade action.</li><li>Listens actively and gives the necessary time for discussion, asks follow up and probing questions, and reads non-verbal cues.</li><li>Uses a collaborative communication approach in the decision-making process to identify others' most important concerns and seeks a win-win solution.</li></ul><p><strong>Level 5 – Expert</strong></p><ul><li>Coaches/mentors others on identifying the most effective and appropriate method to convey information based on the sensitivity and complexity of the information and the intended audience. </li><li>Presents and communicates sensitive and difficult information using the appropriate communication style for the audience; effectively persuades and influences others and demonstrates support for final decisions and outcomes of the organization. </li><li>Creates an environment that encourages and supports active listening throughout the organization; models active listening in interactions with others and coaches others on the art of listening and communication. </li><li>Establishes organizational expectations for the delivery of professional communications; ensures that staff has the tools and resources to meet the expectations; monitors the organization's performance against expectations and holds staff accountable for accurate and timely communications.</li></ul>
Customer Engagement<p>​Creates a connection with internal and external customers through positive experiences and exceptional service in response to current and future needs.</p><p> ​Service Centric | Critical Thinking | Problem Solving | Solution Oriented</p><p> </p><p><strong>Level 1 – Novice</strong></p><ul><li>Presents a positive manner with all customers.</li><li>Identifies problems and needs within the workplace.</li><li>Asks clarifying questions to ensure customer satisfaction.</li><li>Realizes that customers define solution and service value.</li></ul><p><strong>Level 2 – Basic</strong></p><ul><li>Serves customers and solves problems quickly and effectively.</li><li>Breaks down a task or problem into components and applies a multi-step analytical process.</li><li>Examines information broadly, analyzes data, and utilizes critical thinking to serve customers.</li><li>Develops multiple solutions and provides pros and cons to determine effectiveness in delivering customer value.</li></ul><p><strong>Level 3 – Intermediate</strong></p><ul><li>Seeks customer feedback to investigate ways to improve the customer experience.</li><li>Recognizes and prioritizes problems and needs in order to develop alternatives and solutions.</li><li>Analyzes information and data, thoroughly utilizing critical thinking skills that lead to conclusions and customer solutions.</li><li>Develops and implements ways to measure, track, and maintain a high level of customer satisfaction (benchmarks, metrics, etc.), and identifies and solves customer problems quickly and effectively.</li></ul><p><strong>Level 4 – Advanced</strong></p><ul><li>Creates an environment where teams are empowered to provide value and put customers first.</li><li>Promotes and supports a systematic and data-based approach to solving complex tasks or problems, while considering the impact of unconscious bias.</li><li>Evaluates evidence, recommendations, and conclusions to determine a course of action for customer solution implementation.</li><li>Builds policies and procedures, and secures resources required to maintain this standard, that support the effective and efficient delivery of products or services to provide customer value.</li></ul><p><strong>Level 5 – Expert</strong></p><ul><li>Translates operational customer feedback into strategic improvements.</li><li>Anticipates and identifies highly sensitive problems which may affect the organization, other departments, and/or outside stakeholders.</li><li>Synthesizes information provided by the management team and stakeholders, asks effective probing questions and considers the strategic goals and objectives of the organization when aligning priorities and resources.</li><li>Implements solutions (policy changes, legislative changes) to highly sensitive organizational challenges based on a continuous effort to build increasing value for the customers and communicates this value to every employee at every level of the organization.</li></ul>
Digital Fluency<p>​The ability to use technology effectively in the performance of one’s job. Includes the integration and acceptance of new technology when appropriate.</p><p>​Leverage Technology | Information Security | Systems Management | Data Driven Decisions</p><p><strong>Level 1 – Novice</strong></p><ul><li>Understands the appropriate use of technology to effectively complete duties.</li><li>Adheres to information security policy.</li><li>Understands how to use technology tools including computer components and functions (e.g. web browsing, email).</li><li>Understands the importance of data collection. </li></ul><p><strong>Level 2 – Basic</strong></p><ul><li>Uses the appropriate technology tools to work collaboratively in person and remotely. </li><li>Demonstrates basic knowledge of ethical and legal issues related to information technology and protects information accordingly. </li><li>Uses technology tools to produce work products.</li><li>Uses technology to gather, analyze and present data to inform decision making.</li></ul><p><strong>Level 3 – Intermediate</strong></p><ul><li>Implements technology to improve work processes.</li><li>Mitigates risk to ensure work products are in compliance with information security policy and recommends enhancements as needed.</li><li>Uses technology tools including computer components and functions to monitor performance and quality of team's deliverables.</li><li>Interprets and evaluates data to enhance the quality of decision making.</li></ul><p><strong>Level 4 – Advanced</strong></p><ul><li>Uses and promotes technology collaboratively to simplify and streamline tasks to complete work anywhere.</li><li>Promotes awareness of ethical and legal issues, evaluates information technology safeguards and protects information appropriately.</li><li>Promotes the use of technology to increase effectiveness in achievement of objectives.</li><li>Identifies and applies data for broader evidence based decision making.</li></ul><p><strong>Level 5 – Expert</strong></p><ul><li>Champions innovation and the integration of technology into the organization. </li><li>Creates and enforces policy and procedures to mitigate ethical and legal issues regarding information technology.</li><li>Authorizes funding and resources for tools to support organization's mission and strategic goals. </li><li>Uses data from continual changes in the environment (e.g., industry, workforce, etc.) for evidence based decision making to prepare for opportunities or problems.</li></ul>
Ethics and Integrity<p>​Behaves in a trustworthy, fair, and forthright manner. Respects concerns shared by others and follows through on commitments.</p><p>​Authentic | Reliable | Trustworthy | Credible</p><p><span class="ms-rteStyle-Bold">Level 1 – Novice</span></p><ul><li>Demonstrates open, honest, and respectful communication.</li><li>Displays approachable, supportive, fair and ethical behavior.</li><li>Shows professionalism by following required guidelines and rules.</li><li>Follows through with commitments.</li></ul><p><span class="ms-rteStyle-Bold">Level 2 – Basic</span></p><ul><li>Establishes open, honest, and respectful communication. </li><li>Demonstrates ethical behavior in decision-making.</li><li>Actively demonstrates reliability and importance of work to customers and peers.</li><li>Displays credibility by telling the truth in all dealings, decisions, and actions.</li></ul><p><span class="ms-rteStyle-Bold">Level 3 – Intermediate</span></p><ul><li>Models and encourages open, honest, and reliable communication.</li><li>Establishes expectations for ethical behavior in the workplace; holds self and others accountable; builds trust, and maintains confidentiality.</li><li>Follows through on commitments and develops reliable working rapport with customers, peers, and teams.</li><li>Models personal and professional credibility as a leader. </li></ul><p><span class="ms-rteStyle-Bold">Level 4 – Advanced</span></p><ul><li>Fosters and demonstrates an environment that supports open, honest, and reliable communication.</li><li>Identifies ethical dilemmas and conflicts of interest in order to take appropriate action.</li><li>Encourages an environment that develops reliable working rapport with customers, peers, and teams and follows through on commitments.</li><li>Cultivates a credible work environment by setting clear expectations, being consistent, trustworthy, and by applying fair guidelines and rules.</li></ul><p><span class="ms-rteStyle-Bold">Level 5 – Expert</span></p><ul><li>Models open, genuine, and reliable communications.</li><li>Establishes an environment of honest, open communications throughout the organization ensures that a high level of professional standards, procedures, and policies are adhered to across the organization.</li><li> Establishes throughout the organization a culture of respect at all levels; sets expectations that diverse views are considered and creates an environment that emphasizes integrity.</li><li>Responsible for creating an organizational culture of credibility that values and recognizes the contributions and commitment of all employees.</li></ul>
Fostering Diversity<p>​Works effectively in an inclusive workplace where individual differences and perspectives are respected and leveraged to achieve organizational goals.</p><p>​​Fair and Equitable | Diversity & Inclusion | Open to Others/New Ideas | Respectful</p><p><strong>​Level 1 – Novice</strong></p><ul><li>Treats others fairly and without prejudice or bias.</li><li>Values and embraces diversity in the workplace.</li><li>Includes others in conversations and work-related activities.</li><li>Respects different perspectives and adheres to related departmental policies.</li></ul><p><strong>Level 2 – Basic</strong></p><ul><li> Influences others to treat those around them fairly and without prejudice or bias.</li><li>Seeks diverse perspectives in the workplace. </li><li>Invites others to engage in conversations and work-related activities to seek varied input.</li><li>Understands and learns from different perspectives and adheres to related departmental policies.</li></ul><p><strong>Level 3 – Intermediate​</strong></p><ul><li>Ensures that all staff understand and comply with the sexual harassment prevention and anti-discrimination policies, laws and rules, models appropriate workplace behavior; intervenes promptly if inappropriate behavior occurs.</li><li>Promotes and ensures that diverse perspectives are sought and utilized in the workplace.</li><li>Builds inclusive teams that leverage diverse capabilities to strengthen service delivery.</li><li>Takes prompt and effective action if inapropriate behavior occurs and ensures adherence to related departmental policies.</li></ul><p><strong>Level 4 – Advanced</strong></p><ul><li>Develops, implements and promotes policies and procedures that ensures a work environment free of harassment and discrimination.</li><li>Recruits and leverages talent with diverse perspectives and experience to enhance the delivery of products and services.</li><li>Engages teams to develop and leverage diverse capabilities to enhance services and create an inclusive workplace.</li><li>Creates an environment in which employees respect and value different cultures, ideas and experiences.</li></ul><p><strong>Level 5 – Expert</strong></p><ul><li>Establishes a work environment that is free of harassment and discrimination; ensures that there are appropriate polices, processes and procedures established to respond expeditiously and fairly to complaints of harassment and discrimination.</li><li>Develops and applies strategies to promote a culture that benefits from diverse strengths.</li><li>Fosters an inclusive work environment, using the latest findings from the behavioral sciences regarding unconscious bias, where diversity and individual differences are valued and used positively to achieve the mission and strategic goals of the organization. </li><li>Ensures that there are polices, processes and procedures that address the organization's expectations for respectful behavior.</li></ul>
Innovative Mindset<p>​Demonstrates curiosity, develops new insights, considers creative approaches and applies novel solutions. </p><p>​ Continual Learning | Curiosity & Creative | Leverages Opportunities | Measured Risk Taking</p><p><strong>​Level 1 – Novice</strong></p><ul><li>Exhibits an effort towards continuous learning.</li><li>Shows curiosity for new information.</li><li>Demonstrates awareness of alternative approaches.</li><li>Considers what needs to be done and reflects on actions.</li></ul><p><strong>Level 2 – Basic</strong></p><ul><li>Continuously pursues learning opportunities.</li><li>Explores and proposes new approaches, methods, or techniques to gather information.</li><li>Recognizes and recommends potential opportunities.</li><li>Identifies what needs to be done, takes action, and reflects on outcomes.</li></ul><p><strong>Level 3 – Intermediate</strong></p><ul><li>Seeks and promotes professional development through new knowledge, training, and responsibilities.</li><li>Encourages collaboration, brainstorming, innovation, and new ideas while connecting information from various sources.</li><li>Evaluates and leverages opportunities.</li><li>Recognizes and uses sound judgment, evidence, and experimentation to better serve customers.</li></ul><p><strong>Level 4 – Advanced</strong></p><ul><li>Fosters a learning culture by supporting development opportunities, training, mentoring, and knowledge transfer.</li><li>Facilitates partnerships to enable creative and innovative solutions.</li><li>Supports and maximizes the benefits of new opportunities.</li><li>Supports and encourages teams to use evidence to influence change and innovation to overcome obstacles and better serve customers.</li></ul><p><strong>Level 5 – Expert</strong></p><ul><li>Aligns strategic goals to support a learning culture and secures sufficient funding for staff training and development needs.</li><li>Sees the big picture; supports innovation through open communication and collaboration; embraces forward thinking experimentation to enhance products and services.</li><li>Champions the development of collaborative opportunities within and outside the organization including the adoption of new methods or processes to foster and encourage innovation.</li><li>Creates a culture of informed and measurable risk taking and experimentation in order to align innovative efforts with the organization's vision and strategic goals. </li></ul>
Interpersonal Skills<p>​Interacts positively with courtesy, sensitivity and respect with a variety of individuals and makes every effort to understand and relate to others.</p><p>​ Emotional Intelligence | Empathy | Social & Self-Aware | Professional Conduct</p><p><strong>​Level 1 – Novice</strong></p><ul><li>Considers choice of words, tone of voice, expressions, and other nonverbal behavior to ensure appropriate communication.</li><li>Recognizes emotional awareness of self and others.</li><li>Demonstrates an awareness that others have different interests and concerns. </li><li>Is courteous and respectful to others.</li></ul><p><strong>Level 2 – Basic</strong></p><ul><li>Notices and accurately interprets what others are feeling, based on their choice of words, tone of voice, expressions, and other nonverbal behavior. </li><li>Demonstrates respect and empathy for others.</li><li>Understands the interests and concerns of others to establish trust.</li><li>Shows careful consideration of others in day to day interactions. </li></ul><p><strong>Level 3 – Intermediate</strong></p><ul><li>Considers what others are feeling based on their choice of words, tone of voice, expressions, and other nonverbal behavior, and adjusts appropriately. </li><li>Works to understand the perspective of others and demonstrates empathy.</li><li>Adapts one’s approach based on the preferences and strengths of others (in addition to one’s self.)</li><li>Applies professional etiquette proactively in broad situations.</li></ul><p><strong>Level 4 – Advanced</strong></p><ul><li>Uses skills to build emotional intelligence including: emotional self-control, transparency, optimism, empathy, reading non-verbal cues, and self-confidence. </li><li>Understands the perspective of others and demonstrates empathy in support of the individual and teams.</li><li>Adapts one’s approach and influences teams by leveraging the preferences and strengths of others (in addition to their own) when making decisions.</li><li>Leads others by modeling professional etiquette in broad situations.</li></ul><p><strong>Level 5 – Expert</strong></p><ul><li>Assesses non-verbal cues and unspoken complex sub-messages to identify the concerns and interests of others; mentors others in the development of perception skills.</li><li>Knows when to share information, how much information to share, and who to share information with, particularly in sensitive situations and adapts the communication accordingly.</li><li>Creates an environment that encourages self-awareness and promotes personal and professional development; assists teams in adapting to any changes in direction or overcoming obstacles.</li><li>Establishes organizational expectations for the delivery of professional etiquette in all interactions.</li></ul>
Resilience<p>​A persistent ability to do the job, remain optimistic and overcome challenges under pressure and adversity.</p><p>​Identifies issues | Agile | Continuous Improvement | Prudence</p><p><strong>​Level 1 – Novice</strong></p><ul><li>Understands what it means to persevere in the face of adversity.</li><li>Recognizes and values quality work.</li><li>Adapts quickly to novel and changing situations.</li><li>Considers others when making decisions.</li></ul><p><strong>Level 2 – Basic</strong></p><ul><li>Overcomes setbacks to conquer challenges.</li><li>Maintains quality standards on products and services.</li><li>Learns quickly in new situations and applies new information.</li><li>Takes responsibility and shows sound judgment when making decisions.</li></ul><p><strong>Level 3 – Intermediate</strong></p><ul><li>Performs effectively; considers changing objectives and competing priorities. </li><li>Ensures unit's effectiveness and quality through continuous improvement. </li><li>Demonstrates the gravitas to inspire and builds confidence in others.</li><li>Considers multiple points of views, interests, and concerns of others when providing guidance or making decisions.</li></ul><p><strong>Level 4 – Advanced</strong></p><ul><li>Sets goals, prioritizes, and anticipates possible consequences of decisions in order to make alternate plans.</li><li>Sets the expectation for high quality standards by encouraging continuous improvement efforts. </li><li>Open to others' viewpoints and able to voice one's own opinion, synthesize feedback, resolve conflicts, and achieve goals. </li><li>Connects with customers by thinking about their current and future needs and points of view, makes decisions based on those needs, and continually evaluates customer satisfaction.</li></ul><p><strong>Level 5 – Expert</strong></p><ul><li>Seeks input on current trends to set and adjust goals, and stays informed of internal issues that may need input to aid the decision-making process.</li><li>Accepts responsibility for the organizational quality standards, defends the organization and staff in adverse situations, and moves the organization forward. </li><li>Is cognizant of department’s interests and goals; understands and recognizes motives of external parties and influences; utilizes effective communication skills and persuasion to represent departmental interests. </li><li>Identifies the strengths and weaknesses within the organization and develops plans to maximize the strengths and minimize the weaknesses and develops staff to meet the strategic objectives of the organization.</li></ul>

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