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