Behaviorally Anchored Ratings Scale (BARS) Guide

1. Acceptance of Supervision Willingly accepts and follows instructions given by supervisor in

the performance of duties; responds to training and coaching in a constructive manner.
Rating Possible Behavioral examples
Meets Expectation Readily accepts and completes assigned responsibilities
Attempts to improve performance following constructive criticism
Follows policies set by supervisor witout reminder
!ooperates willingly wit supervisor
Follows specific instructions
Exceeds Expectation "emonstrates exceptional ability to independently complete assigned
responsibilities
#ever complains about assigned tas$s
%mproves performance following constructive criticism
&nows and follows all policies set by supervisor
"oes #ot Meet Expectation !omplains about assigned tas$s' often (uestions supervisory re(uests
Fails to consistently follow all policies set by supervisor
)ecomes upset wen constructively critici*ed
Sometimes fails to follow specific instructions
+. Adaptability,Flexibility Adapts readily to new situations and changes in the workplace;
works well under pressure; learns and functions well under widely different situations and
circumstances.
Rating Possible Behavioral examples
Meets Expectation Readily ad-usts to new situations and responsibilities
Easily andles a wide variety of tas$s. sometimes concurrently
Readily compreends new -ob related information
/erforms well under widely different and,or canging circumstances
Exceeds Expectation Functions effectively under unusually ig levels of mental or emotional
stress
!apable of assisting oter staff wit cange wile maintaining regular
personal wor$load
!onforms to canging demands wit a positive attitude and s$ills
"oes #ot Meet Expectation 0as difficulty ad-usting to canges in wor$load or assignments
)ecomes nervous or upset under normal -ob stress
1oses composure under iger tan normal stress level
1ac$s patience wen dealing wit more tan one assignment
2. !ange Management Openly supports change; motivates and encourages fellow employees
to support change; successfully implements change in work unit.
Rating Possible Behavioral examples
Meets Expectation 3or$s ard to implement successful cange in areas of responsibility
4penly supports cange
Recommends and implements furter canges to improve processes and
customer service
Encourages oters to ma$e canges
Ma$es serious effort and ta$es responsible ris$ to improve processes
Exceeds Expectation Actively promotes te possibilities tat cange can bring
Regularly tries new ways of doing tings to improve processes
Searces for and implements 5best practices6 to improve processes and
customer service
"oes #ot Meet Expectation Resists cange or innovation. or ta$es a 5wait 7 see6 approac
!an become defensive
Averse to ta$ing any ris$
!ontinues to try to do tings te way tey ave 5always been done.6
8. !ommunication Comprehends oral and written information, and clearly and effectively
epresses self in the presentation of ideas; develops written work in a logical and comprehensive
manner where appropriate.
Rating Possible Behavioral examples
Meets Expectation "emonstrates oral and written communication s$ills commensurate wit -ob
responsibilities
Reports and communications are accurately spelled and utili*e correct
grammar
/ossesses sufficient command of Englis language and ade(uate grammar
s$ills for position
Able to effectively present personal viewpoint
!onsistently attempts to be effective and attentive listener
Readily compreends oral and,or written instructions wen first presented
Exceeds Expectation "emonstrates uni(ue ability to transmit difficult information in an
understandable manner
Superior compreension of oral and,or written instructions
!apable of reviewing materials for oters due to superior command of
Englis usage
/ossesses outstanding persuasive powers
/ractices superior listening s$ills and positive body language tecni(ues
"oes #ot Meet Expectation Reports and communications are vague or poorly written
Reports and communications contain spelling or grammar errors
0as difficulty verbali*ing tougt patterns. or expressing facts. ideas. and,or
(uestions needed for position
Misinterprets or is slow to compreend oral and,or written instructions
/ractices insufficient listening s$ills wic promote an environment of
misunderstanding
9. !omposure,Stability Works well under pressure; responds appropriately to
stressful!emergency situations; approaches tasks with patience and firmness; is consistent in
behavior.
Rating Possible Behavioral examples
Meets Expectation :a$es appropriate action in emergency situations
Maintains composure in emergency or ig;stress situations
Acts in a calm. yet firm manner under adverse conditions
Rarely intimidated by oters
Exercises autority wen appropriate
Exceeds Expectation Acts professionally in all situations
%s not intimidated by any person,situation
Responds (uic$ly and efficiently in emergency situations
Remains firm and calm under serious,dangerous circumstances
"oes #ot Meet Expectation %s uncertain of appropriate action in emergency situations
%s reluctant to or uncertain ow to exercise appropriate autority
)ecomes nervous or upset under normal stress levels
1oses composure in emergency or ig;stress situations
%s easily intimidated by oters
<. !onfidentiality Can be trusted to use discretion in dealing with customers and fellow
employees; maintains confidentiality of information or materials appropriate to position.
Rating Possible Behavioral examples
Meets Expectation Maintains te confidentiality of all appropriate records or materials
=ses discretion in dealing wit all clients,customers and,or fellow employees
"oes not participate in office gossip concerning clients,customers and,or
fellow employees
"iscloses appropriate information at appropriate times based on relevant
statutes. rules or policies
Exceeds Expectation Actively promotes atmospere of confidentiality troug continuous
monitoring and communication of confidentiality standards
Actively discourages office gossip about clients,customers and,or fellow
employees
"oes #ot Meet Expectation "emonstrates lac$ of concern for confidentiality troug beavior or
conversation
/articipates in office gossip wit little regard to potential negative
conse(uences
"emonstrates insufficient $nowledge of all statutes and,or policies relating to
te confidentiality of relevant records and materials
>. !ustomer Service "emonstrates knowledge of internal and eternal customers; is sensitive
to customer needs and epectations; anticipates needs and responds promptly and willingly to
provide information, services and!or products as needed.
Rating Possible Behavioral examples
Meets Expectation "emonstrates understanding of internal customer concept and treats all
customers wit ig levels of sensitivity and respect
Always provides satisfactory and sometimes excellent customer service
Responds to all customer re(uests promptly
Maintains personal accountability and ownersip in customer service
rendered
See$s feedbac$ from customers and ad-usts beavior accordingly
Exceeds Expectation /rovides excellent service to all customers. fre(uently going beyond wat is
strictly re(uired
&eeps informed about customers? needs and,or wants and in general.
anticipates customers? needs
Responds to customer re(uests wit ig degree of sensitivity and a sense of
urgency
)uilds close. collaborative relationsips wit all customers
Motivates oters to provide service excellence and leads by example
Examines and recommends canges to processes to improve customer service
"oes #ot Meet Expectation "emonstrates inade(uate $nowledge of internal customer concept
@iews customers as an irritation and,or a problem
Resists canges in ow customers are served
3aits to be as$ed before responding to customers? needs
Responds to re(uests wit little sense of urgency
A. "irecting,!oacing "efines and coordinates work and delegates appropriately to best
accomplish goals; ad#usts assignments to maintain workflow; provides immediate and effective
feedback to employees concerning behavior and performance.
Rating Possible Behavioral examples
Meets Expectation Allocates materials and e(uipment to accommodate wor$ flow
Regulates te assignments and responsibilities of subordinate employees to
ensure tat wor$ is completed on or aead of scedule
3or$ assignments are delegated to optimi*e output
Reassigns tas$s wen necessary
Exceeds Expectation S$illfully manages subordinates for optimal performance and output
"emonstrates superior s$ill in ensuring tat priorities are adered to
"emonstrates exceptional ability to meet,exceed deadlines in emergency
situations
@oluntarily directs additional administrative responsibilities
"oes #ot Meet Expectation 0as difficulty in prioriti*ing. delegating. monitoring or ad-usting wor$
activities of subordinate employees
0as difficulty meeting deadlines
"oes not coordinate interdepartmental issues
Fails to direct staff toward acieving maximum performance
B. "rive for Results $nderstands importance of achieving results; makes effort necessary to
achieve goals!ob#ectives; achieves results re%uested or agreed upon.
Rating Possible Behavioral examples
Meets Expectation =nderstands importance of acieving results
Ma$es all effort necessary to acieving goals,ob-ectives
=sually acieves re(uested results in appropriate time frame
Exceeds Expectation :a$es appropriate decisive action to acieve goals,ob-ectives
!onsistently surpasses re(uested results or agreed upon ob-ective
#ot deterred by uncertainty. ris$ or conflict' results oriented
"emonstrates ig sense of urgency in acieving results
"oes #ot Meet Expectation Rarely acieves desired results
Ma$es excuses for lac$ of acievement
:ends to blame oters or circumstances wen results were acievable
May be stopped by uncertainty. ris$ or conflict
@isible lac$ of urgency. commitment. or effort for results
1C. Employee Relations &s supportive, considerate, fair, and ob#ective in one's behavior
toward subordinates; establishes and maintains a cordial and harmonious work atmosphere.
Rating Possible Behavioral examples
Meets Expectation Establises,maintains a cordial and armonious wor$ atmospere by
effectively communicating wit individuals
4ffers encouragement and support to subordinates wen wor$ gets difficult
Exibits fair and ob-ective beavior toward subordinate employees
/romotes an environment tat is low in conflict
Exceeds Expectation Encourages employees to communicate ideas or (uestions regarding wor$
operations
Extremely fair. supportive. and ob-ective in beavior toward subordinates
/romotes a respect;filled environment
"oes #ot Meet Expectation 4ften sub-ective and,or unfair wen dealing wit individuals
%neffective in establising or maintaining a cordial and armonious wor$
atmospere
/rovides little encouragement or support to employees
Environment is conflict;filled.
11. Financial /lanning,)udgeting (ully understands the budgetary parameters of the work
unit; plans and operates within the budget; capable of rationali)ing allocation of resources.
Rating Possible Behavioral examples
Meets Expectation Formulates. prioriti*es and develops budgetary items
!apable of rationali*ing allocation of resources for budgetary line items
/lans and operates witin budget' continually reprioriti*es to reflect canges
in resources
Formulates expense guidelines for ongoing and future pro-ects
Manages fiscal resources in emergency situations
Reviews budgets for cost efficiencies
Exceeds Expectation Expert ability to manage emergency budget revisions
Exceptional ability to identify. investigate. and manage budgetary results
"emonstrates uni(ue aptitude to forecast budgetary factors
/resents effective case in communicating budgetary re(uests
Manages to deliver positive budgetary results
"oes #ot Meet Expectation %naccurately forecasts budgetary parameters
Fails to establis budgetary priorities
Fails to ade(uately manage fiscal resources resulting in excessive cost
overruns
Rarely reviews budgets for cost efficiency
1+. %nterpersonal Relations *stablishes effective working relationships with co+workers,
supervisors , managers, clients and!or the public; gets along well with others.
Rating Possible Behavioral examples
Meets Expectation =sually tactful. considerate and respectful in dealing wit oters
Establises or maintains rapport wit oters
Resolves infre(uent conflicts in an appropriate and respectful way
!ooperates wit all oter staff to complete assignments
=ses discretion wen dealing wit oters
Refrains from disturbing te wor$ of oters
"oes not allow personal issues to intrude on wor$ relationsips
Exceeds Expectation Always tactful. considerate and respectful in dealing wit oters
#ever experiences conflict wit oters
"emonstrates exceptional ability to promote a positive atmospere among
co;wor$ers
!ontinuously establises effective wor$ relationsips wit all agency
sta$eolders
/ersonal issues never intrude on wor$ relationsips
"oes #ot Meet Expectation Fre(uently involved in conflict wit oters
0as difficulty being tactful. considerate and respectful in dealing wit oters
%s indiscreet in dealing wit oters
/ersonal issues fre(uently intrude on wor$ relationsips
Reluctant or refuses to cooperate wit oters in completing wor$ assignments
"isturbs oters wile tey are wor$ing
12. Dob &nowledge -ossesses ade%uate knowledge skills and eperience to perform the duties
of the #ob; understands the purpose of the work unit and how position contributes to the overall
mission of the agency; maintains competency in essential areas.
Rating Possible Behavioral examples
Meets Expectation "emonstrates substantial $nowledge and s$ill in -ob;related areas
3illingly participates in training to maintain or enance current $nowledge of
principles. procedures. metods. and,or tecnology
0as toroug $nowledge of ow one?s -ob fits into te overall agency
mission
May serve as resource person for peers
Exceeds Expectation Fre(uently serves as resource person for peers
May serve as resource person for supervisor
"emonstrates exceptional $nowledge and s$ills in -ob;related areas
/roactively remains up to date wit all principles. procedures. metods. and
tecnology
"oes #ot Meet Expectation "emonstrates insufficient or vague $nowledge and s$ill in -ob;related areas
Exibits little interest in training to maintain current $nowledge of principles.
procedures. metods or tecnology
%s fre(uently unable to answer -ob;related (uestions
18. Dudgment *ercises logical thinking and foresees conse%uences of actions; has ade%uate
knowledge of all applicable policies or rules and selects appropriate guidelines or procedures to
follow in a variety of situations.
Rating Possible Behavioral examples
Meets Expectation Reports all incidents to appropriate source and completes all re(uired
documentation
Re(uests assistance from appropriate personnel wen necessary
Recogni*es and cooses appropriate course of action wen dealing wit
difficult or sensitive situations
Ma$es appropriate decisions wen dealing wit client population and peers
Recogni*es all potentially dangerous situations and ta$es appropriate action
Ensures all security procedures are followed according to agency policy
Exceeds Expectation !onsistently recogni*es and cooses best course of action wen dealing wit
difficult or sensitive situations
Reports are consistently accurate. concise and clearly understandable
=tili*es security procedures to anticipate and prevent problems
"oes #ot Meet Expectation Reports are incomplete. inaccurate or incompreensible
Fails to coose appropriate course of action wen dealing wit difficult or
sensitive situations
#egligent in performing security procedures
19. Motivation,%nitiative "isplays an interest in performance of tasks, including those over
and above regular assignments; willingly accepts increasing responsibility and accountability;
makes recommendations and suggestions to improve operations.
Rating Possible Behavioral examples
Meets Expectation 3illingly accepts increasing levels of accountability
:a$es initiative to enlarge scope of responsibility
Ma$es recommendations and suggestions to improve operations
Sometimes recommends ta$ing on wor$ to facilitate improvements in
operational excellence
3illingly performs additional assignments after expected,delegated wor$ is
completed
Exceeds Expectation /rovides information. coacing and training to oters to enance teir
$nowledge or s$ills
/roactively ta$es on increasing levels of accountability
See$s assignments in addition to expected wor$
Anticipates problems and develops alternatives in advance
"oes #ot Meet Expectation "oes not assume or accept personal responsibility
#eeds fre(uent guidance and assistance
"oes not 5ma$e a move6 witout direction or approval
"oes only wat is re(uired
1<. 4rgani*ational !ommitment "isplays high level of effort and commitment to performing
work; operates effectively within the organi)ational structure; demonstrates trustworthiness and
responsible behavior.
Rating Possible Behavioral examples
Meets Expectation Follows troug on assigned wor$
Sows concern about completion of wor$
Assumes accountability for own actions
Readily accepts assignments
@olunteers for additional wor$ wen assignments are completed
Exceeds Expectation Fre(uently performs duties over and beyond -ob description
@olunteers for additional assignments to relieve pressure on supervisor or co;
wor$ers
3illingly assumes total responsibility for own actions
Familiari*es self wit cowor$ers? -obs in order to provide assistance during
an absence or wen wor$load is eavy
"oes #ot Meet Expectation "oes not see$ additional assignments after expected wor$ is completed
Reluctant to assume accountability for own actions
!omplains about duties
Selectively completes only duties en-oyed
!omplains wen as$ed to perform an extra tas$
1>. /ysical Effort -uts forth the physical eertion re%uired to perform assigned tasks. Can
be counted on to do one's share of the work.
Rating Possible Behavioral examples
Meets Expectation 3or$s well in all temperatures
Ade(uately performs re(uired eavy lifting
/erforms at a sufficient rate of speed
3illing to wor$ in uncomfortable conditions and,or carry out unpleasant
tas$s
Exceeds Expectation @olunteers to wor$ in uncomfortable conditions and,or carry out unpleasant
tas$s
S$illfully performs tas$s at great speed
3or$s well in extreme eat or cold
Fre(uently volunteers to exert above average pysical effort
"oes #ot Meet Expectation /erforms at inade(uate rate of speed
Reluctant to wor$ in uncomfortable conditions and,or carry out unpleasant
tas$s
Reluctant to wor$ in extreme eat or cold
"epends on co;wor$ers to do re(uired eavy lifting
Exerts minimal pysical effort
1A. /lanning 7 4rgani*ing *stablishes priorities and work se%uences to coordinate efforts,
maintain work flow and meet deadlines; ensures sufficient functioning through smooth interface
with related processes.
Rating Possible Behavioral examples
Meets Expectation !onsistently meets deadlines. even under pressure
!ontinually demonstrates efficient use of wor$ time
Effectively prioriti*es assignments. agendas. tas$s. and programs
!ompetent in anticipating te need to rearrange priorities
/repares for meetings in advance
Maintains consistent and orderly wor$ flow
Exceeds Expectation Excellent coordination of programs. assignments. and agendas
:orougly integrates te wor$ of oter departments and,or agencies
Regularly completes assignments aead of scedule
Anticipates needs and steps re(uired to complete assignments and prepares
for future assignments
!ontinuously strives for improved productivity
0as excellent organi*ational s$ills
"oes #ot Meet Expectation Misses deadlines fre(uently
#eeds assistance planning wor$ flow
0as difficulty appropriately prioriti*ing assignments. agendas. tas$s and
programs
0as inade(uate organi*ational s$ills
1B. /roblem Solving,"ecision Ma$ing .ecogni)es and defines problems; thoroughly obtains
and analy)es facts; takes immediate corrective action; uses resources and techni%ues to develop
sound solutions while foreseeing possible conse%uences.
Rating Possible Behavioral examples
Meets Expectation Efficiently recogni*es and defines problems associated wit -ob
3eigs advantages and disadvantages of proposed solutions
Resolves most problem situations and loo$s for ways to avoid similar
problems in future
!an obtain data or information and analy*e factual situations for relevancy
!an interpret and apply all relevant procedures. principles. policies and ,or
statutes
!an develop alternatives wen faced wit obstacles
Exceeds Expectation Extremely s$illed in assessing impact of problem situations
%nstinctive s$ill in recogni*ing problem situations before tey develop
#otably effective in resolving complaints
0igly creative in development of problem solving tecni(ues
See$s out and attempts to solve te root causes of problems
/ossesses great s$ill in gatering and analy*ing information for application to
problem situations
"oes #ot Meet Expectation /ossesses insufficient $nowledge to develop problem solving strategies
Fails to resolve complaints and,or problems
%nconsistent or insufficient in recogni*ing and defining problems
Re(uires assistance in weiging advantages and disadvantages of potential
solutions
Fails to anticipate te development of problem solutions
%s unable to correctly interpret and apply all relevant procedures. principles.
policies and,or statutes
+C. /ublic Relations Works effectively with contacts outside the agency in a courteous, coop+
erative and ob#ective manner. &nvolves the provision of timely, accurate assistance to the public.
Rating Possible Behavioral examples
Meets Expectation %nteracts wit te public in a courteous and cooperative manner
0andles complaints from individuals from outside te agency in a calm
manner
0andles sensitive situations involving individuals outside te agency
!an tactfully andle irate individuals from outside te agency
!an develop and deliver presentations to outside groups pertaining to te
agency?s function
Exceeds Expectation "emonstrates superior ability in establising favorable relations wit te
public
!onsistently coordinates and communicates new agency policies to outside
individuals and agencies
%ndependently andles sensitive situations involving individuals outside te
agency
"oes #ot Meet Expectation %nsufficient s$ills in developing and delivering presentations to outside
groups
4ften communicates incorrect information to te public
#eeds assistance in assisting te public wit re(uests for information
+1. Safety (ollows safety policies and procedures using proper techni%ues to ensure the
protection of people and property.
Rating Possible Behavioral examples
Meets Expectation #o preventable in-uries
#o preventable accidents
!onsistently follows policies and procedures as directed
!onsistently applies safety $nowledge to wor$ activities
Exceeds Expectation %dentifies safety deficiency and provides solution tat was implemented
Serves as safety resource for peers
Excels in ac(uiring additional safety $nowledge
"oes #ot Meet Expectation %ncurs preventable in-ury
%ncurs preventable accident
"oes not consistently follow policies and procedures as directed
"oes not consistently apply safety $nowledge in wor$ activities
++. Staff "evelopment,/erformance Management Works with employees to create training
and development plans; provides regular, balanced feedback to clarify strengths and
weaknesses; provides clear standards for employee achievement; fosters individual and
collective creativity within the work group.
Rating Possible Behavioral examples
Meets Expectation "evelops individual performance plans wic include wor$ standards and,or
goals,ob-ectives as appropriate
!onsistently monitors and documents employee performance and beavior
trougout te review period.
Subordinates receive timely. specific direction to improve performance
Appraisals are completed in a timely fasion
:a$es corrective action wen appropriate
/ossesses general understanding of employee strengts and wea$nesses
Recogni*es and meets training needs of staff
Exceeds Expectation 0as detailed $nowledge of employee strengts and wea$nesses and
incorporates $nowledge into detailed development plans to enance career
growt
/artners wit employees in creating individual performance plans including
detailed wor$ standard and,or appropriate goals and ob-ectives
!oaces employees in supportive fasion in order to acieve desired
performance levels
Expertly uses performance management system to monitor. assess and
influence te performance of employees
Expert ability to recogni*e employees not capable of performing re(uired
wor$' recommends appropriate corrective action
"oes #ot Meet Expectation 1ac$s re(uired,sufficient $nowledge of employee strengts and wea$nesses
Fails to establis clear performance standards or write appropriate
goals,ob-ectives for employees
"ocumentation of employee performance is insufficient or ambiguous
!annot support sub-ective performance appraisals wit appropriate
documentation
/rovides little encouragement and,or loo$s for opportunities to critici*e
+2. Staffing,Affirmative Action /aintains ade%uate staffing levels; eecutes established
personnel policies and maintains working conditions; applies all appropriate *%ual *mployment
Opportunity!Affirmative Action policies when making staffing decisions; addresses work+related
needs of subordinates.
Rating Possible Behavioral examples
Meets Expectation Maintains and scedules a sufficient staff
0andles all leave re(uests in consistently appropriate fasion
Ade(uately understands and consistently applies current EE4,AA policies
wen ma$ing staffing decisions Ei.e.. selection. promotion. demotion. or
dismissalF
As$s non;discriminatory. -ob;related (uestions wen interviewing
Applies annual EE4,AA goals and timetables for protected class recruitment
Exceeds Expectation /ossesses a toroug understanding of current EE4,AA policies and
accurately interprets and explains to co;wor$ers and subordinates
!onsistently ma$es effective staff decisions as a result of following current
EE4,AA policies
Effectively decides and recommends staffing revisions
"oes #ot Meet Expectation 1ac$s a basic understanding of current EE4,AA policies
Fails to follow current EE4,AA policies wen ma$ing staffing decisions
Fails to inform employees of current EE4,AA policies
%s $nown to as$ illegal. discriminatory or inappropriate (uestions wen
interviewing applicants
#eeds assistance in determining appropriate protected class recruitment
efforts
+8. :eamwor$ *ncourages and facilitates cooperation, pride, trust and group identity; fosters
commitment and team spirit; works cooperatively with others to achieve overall goals.
Rating Possible Behavioral examples
Meets Expectation Facilitates accomplisment of team ob-ectives troug cooperation and
5lending a and.6 even wit assignments outside of normal areas of
responsibility
!onsistently meets deadlines for team assignments
"emonstrates $nowledge and understanding of team,organi*ation mission
"emonstrates positive support for team,organi*ation mission
Exceeds Expectation /uts team goals aead of personal acievement and recognition
Sares credit for team accomplisment liberally and accepts responsibility for
overall team performance as appropriate
/lays a standout role in allowing team to exceed expectations troug ig
levels of personal contribution
"oes #ot Meet Expectation "oes not accept responsibility for team performance
Fails to meet deadlines for team assignments
Exibits negative beavior concerning team,organi*ational mission