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 Meets Expectation Possible Behavioral examples Readily accepts and completes assigned responsibilities Attempts to improve performance following constructive criticism Follows policies set by supervisor wit out reminder !ooperates willingly wit supervisor Follows specific instructions "emonstrates exceptional ability to independently complete assigned responsibilities #ever complains about assigned tas$s %mproves performance following constructive criticism &nows and follows all policies set by supervisor !omplains about assigned tas$s' often (uestions supervisory re(uests Fails to consistently follow all policies set by supervisor )ecomes upset w en constructively critici*ed Sometimes fails to follow specific instructions

Exceeds Expectation

"oes #ot Meet Expectation

+. 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 Meets Expectation Possible Behavioral examples Readily ad-usts to new situations and responsibilities Easily andles a wide variety of tas$s. sometimes concurrently Readily compre ends new -ob related information /erforms well under widely different and,or c anging circumstances Functions effectively under unusually ig levels of mental or emotional stress !apable of assisting ot er staff wit c ange w ile maintaining regular personal wor$load !onforms to c anging demands wit a positive attitude and s$ills 0as difficulty ad-usting to c anges in wor$load or assignments )ecomes nervous or upset under normal -ob stress 1oses composure under ig er t an normal stress level 1ac$s patience w en dealing wit more t an one assignment

Exceeds Expectation

"oes #ot Meet Expectation

2. ! ange Management Openly supports change; motivates and encourages fellow employees to support change; successfully implements change in work unit.
Rating Meets Expectation Possible Behavioral examples 3or$s ard to implement successful c ange in areas of responsibility 4penly supports c ange Recommends and implements furt er c anges to improve processes and customer service Encourages ot ers to ma$e c anges Ma$es serious effort and ta$es responsible ris$ to improve processes Actively promotes t e possibilities t at c ange can bring Regularly tries new ways of doing t ings to improve processes Searc es for and implements 5best practices6 to improve processes and customer service Resists c ange or innovation. or ta$es a 5wait 7 see6 approac !an become defensive Averse to ta$ing any ris$ !ontinues to try to do t ings t e way t ey ave 5always been done.6

Exceeds Expectation

"oes #ot Meet Expectation

8. !ommunication Comprehends oral and written information, and clearly and effectively e presses self in the presentation of ideas; develops written work in a logical and comprehensive manner where appropriate.
Rating Meets Expectation Possible Behavioral examples "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 compre ends oral and,or written instructions w en first presented "emonstrates uni(ue ability to transmit difficult information in an understandable manner Superior compre ension of oral and,or written instructions !apable of reviewing materials for ot ers due to superior command of Englis usage /ossesses outstanding persuasive powers /ractices superior listening s$ills and positive body language tec ni(ues Reports and communications are vague or poorly written Reports and communications contain spelling or grammar errors 0as difficulty verbali*ing t oug t patterns. or expressing facts. ideas. and,or (uestions needed for position Misinterprets or is slow to compre end oral and,or written instructions /ractices insufficient listening s$ills w ic promote an environment of misunderstanding

Exceeds Expectation

"oes #ot Meet Expectation

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

Exceeds Expectation

"oes #ot Meet Expectation

:a$es appropriate action in emergency situations Maintains composure in emergency or ig ;stress situations Acts in a calm. yet firm manner under adverse conditions Rarely intimidated by ot ers Exercises aut ority w en appropriate Acts professionally in all situations %s not intimidated by any person,situation Responds (uic$ly and efficiently in emergency situations Remains firm and calm under serious,dangerous circumstances %s uncertain of appropriate action in emergency situations %s reluctant to or uncertain ow to exercise appropriate aut ority )ecomes nervous or upset under normal stress levels 1oses composure in emergency or ig ;stress situations %s easily intimidated by ot ers

<. !onfidentiality Can be trusted to use discretion in dealing with customers and fellow employees; maintains confidentiality of information or materials appropriate to position.
Rating Meets Expectation Possible Behavioral examples Maintains t e 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 Actively promotes atmosp ere of confidentiality t roug continuous monitoring and communication of confidentiality standards Actively discourages office gossip about clients,customers and,or fellow employees "emonstrates lac$ of concern for confidentiality t roug be avior 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 t e confidentiality of relevant records and materials

Exceeds Expectation

"oes #ot Meet Expectation

>. !ustomer Service "emonstrates knowledge of internal and e ternal customers; is sensitive to customer needs and e pectations; anticipates needs and responds promptly and willingly to provide information, services and!or products as needed.
Rating Meets Expectation Possible Behavioral examples "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 owners ip in customer service rendered See$s feedbac$ from customers and ad-usts be avior accordingly /rovides excellent service to all customers. fre(uently going beyond w at 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 relations ips wit all customers Motivates ot ers to provide service excellence and leads by example Examines and recommends c anges to processes to improve customer service "emonstrates inade(uate $nowledge of internal customer concept @iews customers as an irritation and,or a problem Resists c anges in ow customers are served 3aits to be as$ed before responding to customers? needs Responds to re(uests wit little sense of urgency

Exceeds Expectation

"oes #ot Meet Expectation

A. "irecting,!oac ing "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 Meets Expectation Possible Behavioral examples Allocates materials and e(uipment to accommodate wor$ flow Regulates t e assignments and responsibilities of subordinate employees to ensure t at wor$ is completed on or a ead of sc edule 3or$ assignments are delegated to optimi*e output Reassigns tas$s w en necessary S$illfully manages subordinates for optimal performance and output "emonstrates superior s$ill in ensuring t at priorities are ad ered to "emonstrates exceptional ability to meet,exceed deadlines in emergency situations @oluntarily directs additional administrative responsibilities 0as difficulty in prioriti*ing. delegating. monitoring or ad-usting wor$ activities of subordinate employees 0as difficulty meeting deadlines "oes not coordinate interdepartmental issues Fails to direct staff toward ac ieving maximum performance

Exceeds Expectation

"oes #ot Meet Expectation

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 Meets Expectation Exceeds Expectation

"oes #ot Meet Expectation

Possible Behavioral examples =nderstands importance of ac ieving results Ma$es all effort necessary to ac ieving goals,ob-ectives =sually ac ieves re(uested results in appropriate time frame :a$es appropriate decisive action to ac ieve 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 ac ieving results Rarely ac ieves desired results Ma$es excuses for lac$ of ac ievement :ends to blame ot ers or circumstances w en results were ac ievable 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 Meets Expectation Possible Behavioral examples Establis es,maintains a cordial and armonious wor$ atmosp ere by effectively communicating wit individuals 4ffers encouragement and support to subordinates w en wor$ gets difficult Ex ibits fair and ob-ective be avior toward subordinate employees /romotes an environment t at is low in conflict Encourages employees to communicate ideas or (uestions regarding wor$ operations Extremely fair. supportive. and ob-ective in be avior toward subordinates /romotes a respect;filled environment 4ften sub-ective and,or unfair w en dealing wit individuals %neffective in establis ing or maintaining a cordial and armonious wor$ atmosp ere /rovides little encouragement or support to employees Environment is conflict;filled.

Exceeds Expectation

"oes #ot Meet Expectation

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 Meets Expectation Possible Behavioral examples Formulates. prioriti*es and develops budgetary items !apable of rationali*ing allocation of resources for budgetary line items /lans and operates wit in budget' continually reprioriti*es to reflect c anges in resources Formulates expense guidelines for ongoing and future pro-ects Manages fiscal resources in emergency situations Reviews budgets for cost efficiencies 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 %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

Exceeds Expectation

"oes #ot Meet Expectation

1+. %nterpersonal Relations *stablishes effective working relationships with co+workers, supervisors , managers, clients and!or the public; gets along well with others.
Rating Meets Expectation Possible Behavioral examples =sually tactful. considerate and respectful in dealing wit ot ers Establis es or maintains rapport wit ot ers Resolves infre(uent conflicts in an appropriate and respectful way !ooperates wit all ot er staff to complete assignments =ses discretion w en dealing wit ot ers Refrains from disturbing t e wor$ of ot ers "oes not allow personal issues to intrude on wor$ relations ips Always tactful. considerate and respectful in dealing wit ot ers #ever experiences conflict wit ot ers "emonstrates exceptional ability to promote a positive atmosp ere among co;wor$ers !ontinuously establis es effective wor$ relations ips wit all agency sta$e olders /ersonal issues never intrude on wor$ relations ips Fre(uently involved in conflict wit ot ers 0as difficulty being tactful. considerate and respectful in dealing wit ot ers %s indiscreet in dealing wit ot ers /ersonal issues fre(uently intrude on wor$ relations ips Reluctant or refuses to cooperate wit ot ers in completing wor$ assignments "isturbs ot ers w ile t ey are wor$ing

Exceeds Expectation

"oes #ot Meet Expectation

12. Dob &nowledge -ossesses ade%uate knowledge skills and e perience 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

Exceeds Expectation

"oes #ot Meet Expectation

"emonstrates substantial $nowledge and s$ill in -ob;related areas 3illingly participates in training to maintain or en ance current $nowledge of principles. procedures. met ods. and,or tec nology 0as t oroug $nowledge of ow one?s -ob fits into t e overall agency mission May serve as resource person for peers 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. met ods. and tec nology "emonstrates insufficient or vague $nowledge and s$ill in -ob;related areas Ex ibits little interest in training to maintain current $nowledge of principles. procedures. met ods or tec nology %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 Meets Expectation Possible Behavioral examples Reports all incidents to appropriate source and completes all re(uired documentation Re(uests assistance from appropriate personnel w en necessary Recogni*es and c ooses appropriate course of action w en dealing wit difficult or sensitive situations Ma$es appropriate decisions w en dealing wit client population and peers Recogni*es all potentially dangerous situations and ta$es appropriate action Ensures all security procedures are followed according to agency policy !onsistently recogni*es and c ooses best course of action w en dealing wit difficult or sensitive situations Reports are consistently accurate. concise and clearly understandable =tili*es security procedures to anticipate and prevent problems Reports are incomplete. inaccurate or incompre ensible Fails to c oose appropriate course of action w en dealing wit difficult or sensitive situations #egligent in performing security procedures

Exceeds Expectation

"oes #ot Meet Expectation

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 Meets Expectation Possible Behavioral examples 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 /rovides information. coac ing and training to ot ers to en ance t eir $nowledge or s$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 not assume or accept personal responsibility #eeds fre(uent guidance and assistance "oes not 5ma$e a move6 wit out direction or approval "oes only w at is re(uired

Exceeds Expectation

"oes #ot Meet Expectation

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 Meets Expectation Possible Behavioral examples Follows t roug on assigned wor$ S ows concern about completion of wor$ Assumes accountability for own actions Readily accepts assignments @olunteers for additional wor$ w en assignments are completed 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 w en wor$load is eavy "oes not see$ additional assignments after expected wor$ is completed Reluctant to assume accountability for own actions !omplains about duties Selectively completes only duties en-oyed !omplains w en as$ed to perform an extra tas$

Exceeds Expectation

"oes #ot Meet Expectation

1>. / ysical Effort -uts forth the physical e ertion re%uired to perform assigned tasks. Can be counted on to do one's share of the work.
Rating Meets Expectation Possible Behavioral examples 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$s @olunteers to wor$ 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 p ysical effort /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 p ysical effort

Exceeds Expectation

"oes #ot Meet Expectation

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 Meets Expectation Possible Behavioral examples !onsistently meets deadlines. even under pressure !ontinually demonstrates efficient use of wor$ time Effectively prioriti*es assignments. agendas. tas$s. and programs !ompetent in anticipating t e need to rearrange priorities /repares for meetings in advance Maintains consistent and orderly wor$ flow Excellent coordination of programs. assignments. and agendas : oroug ly integrates t e wor$ of ot er departments and,or agencies Regularly completes assignments a ead of sc edule Anticipates needs and steps re(uired to complete assignments and prepares for future assignments !ontinuously strives for improved productivity 0as excellent organi*ational s$ills Misses deadlines fre(uently #eeds assistance planning wor$ flow 0as difficulty appropriately prioriti*ing assignments. agendas. tas$s and programs 0as inade(uate organi*ational s$ills

Exceeds Expectation

"oes #ot Meet Expectation

1B. /roblem Solving,"ecision Ma$ing .ecogni)es and defines problems; thoroughly obtains and analy)es facts; takes immediate corrective action; uses resources and techni%ues to develop sound solutions while foreseeing possible conse%uences.
Rating Meets Expectation Possible Behavioral examples Efficiently recogni*es and defines problems associated wit -ob 3eig s advantages and disadvantages of proposed solutions Resolves most problem situations and loo$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 w en faced wit obstacles Extremely s$illed in assessing impact of problem situations %nstinctive s$ill in recogni*ing problem situations before t ey develop #otably effective in resolving complaints 0ig ly creative in development of problem solving tec ni(ues See$s out and attempts to solve t e root causes of problems /ossesses great s$ill in gat ering and analy*ing information for application to problem situations /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 weig ing advantages and disadvantages of potential solutions Fails to anticipate t e development of problem solutions %s unable to correctly interpret and apply all relevant procedures. principles. policies and,or statutes

Exceeds Expectation

"oes #ot Meet Expectation

+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 Meets Expectation Possible Behavioral examples %nteracts wit t e public in a courteous and cooperative manner 0andles complaints from individuals from outside t e agency in a calm manner 0andles sensitive situations involving individuals outside t e agency !an tactfully andle irate individuals from outside t e agency !an develop and deliver presentations to outside groups pertaining to t e agency?s function "emonstrates superior ability in establis ing favorable relations wit t e public !onsistently coordinates and communicates new agency policies to outside individuals and agencies %ndependently andles sensitive situations involving individuals outside t e agency %nsufficient s$ills in developing and delivering presentations to outside groups 4ften communicates incorrect information to t e public #eeds assistance in assisting t e public wit re(uests for information

Exceeds Expectation

"oes #ot Meet Expectation

+1. Safety (ollows safety policies and procedures using proper techni%ues to ensure the protection of people and property.

Rating Meets Expectation

Possible Behavioral examples #o preventable in-uries #o preventable accidents !onsistently follows policies and procedures as directed !onsistently applies safety $nowledge to wor$ activities %dentifies safety deficiency and provides solution t at was implemented Serves as safety resource for peers Excels in ac(uiring additional safety $nowledge %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

Exceeds Expectation "oes #ot Meet Expectation

++. 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 Meets Expectation Possible Behavioral examples "evelops individual performance plans w ic include wor$ standards and,or goals,ob-ectives as appropriate !onsistently monitors and documents employee performance and be avior t roug out t e review period. Subordinates receive timely. specific direction to improve performance Appraisals are completed in a timely fas ion :a$es corrective action w en appropriate /ossesses general understanding of employee strengt s and wea$nesses Recogni*es and meets training needs of staff 0as detailed $nowledge of employee strengt s and wea$nesses and incorporates $nowledge into detailed development plans to en ance career growt /artners wit employees in creating individual performance plans including detailed wor$ standard and,or appropriate goals and ob-ectives !oac es employees in supportive fas ion in order to ac ieve desired performance levels Expertly uses performance management system to monitor. assess and influence t e performance of employees Expert ability to recogni*e employees not capable of performing re(uired wor$' recommends appropriate corrective action 1ac$s re(uired,sufficient $nowledge of employee strengt s and wea$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

Exceeds Expectation

"oes #ot Meet Expectation

+2. Staffing,Affirmative Action /aintains ade%uate staffing levels; e ecutes 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 Meets Expectation Possible Behavioral examples Maintains and sc edules a sufficient staff 0andles all leave re(uests in consistently appropriate fas ion Ade(uately understands and consistently applies current EE4,AA policies w en ma$ing staffing decisions Ei.e.. selection. promotion. demotion. or dismissalF As$s non;discriminatory. -ob;related (uestions w en interviewing Applies annual EE4,AA goals and timetables for protected class recruitment /ossesses a t oroug 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 1ac$s a basic understanding of current EE4,AA policies Fails to follow current EE4,AA policies w en ma$ing staffing decisions Fails to inform employees of current EE4,AA policies %s $nown to as$ illegal. discriminatory or inappropriate (uestions w en interviewing applicants #eeds assistance in determining appropriate protected class recruitment efforts

Exceeds Expectation

"oes #ot Meet Expectation

+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 Meets Expectation Possible Behavioral examples Facilitates accomplis ment of team ob-ectives t roug 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 /uts team goals a ead of personal ac ievement and recognition S ares credit for team accomplis ment liberally and accepts responsibility for overall team performance as appropriate /lays a standout role in allowing team to exceed expectations t roug ig levels of personal contribution "oes not accept responsibility for team performance Fails to meet deadlines for team assignments Ex ibits negative be avior concerning team,organi*ational mission

Exceeds Expectation

"oes #ot Meet Expectation