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CLERICAL/ SUPPORT STAFF/ PARAPROFESSIONAL GENERIC COMPETENCY MODEL ENTRY LEVEL Generic Job Responsibilities: Duties are simple and repetitive. Applies and develops basic clerical/support or paraprofessional skills in procedures appropriate for the position within the assigned functional area. Works under immediate supervision and from detailed verbal and/or written instructions. See job description for specifics.

Interactions with Others / Communication Offers to assist others where able.

ASSOCIATED WITH PAY GRADES 1-3

Customer Service *

Expertise / Continuous Learning Uses equipment, resources and work time in an efficient and effective manner. Requests feedback to improve personal performance. Asks for assistance as needed when given new tasks

Resourcefulness/ Results Uses common sense in identifying issues that need to be brought to immediate supervisor. Brings improvement ideas to immediate supervisor for consideration. Reports waste or inefficiencies to immediate supervisor.

Personal Accountability Understands how their daily responsibilities support and maintain the unit/department Ensures handoffs to others are timely and accurate. Ensures work area is free of clutter; uses only approved electrical/office equipment. Ensures time worked and reported is accurately reflected in accordance with federal and NYS law.

Writes legibly and speaks clearly to ensure messages are understood. Listens carefully to understand; asks questions to clarify. Works well as part of a team, valuing others differing perspectives.

Consistently greets internal and external customers in a courteous and timely manner. Provides assistance when possible, referring questions and problems to a higher level as appropriate. Models and reinforces customer service behaviors.*

Note: Actual pay grades are determined by the duties and responsibilities and are evaluated by a job evaluation plan which focuses on Experience/Training, Mental Skills, Working Conditions, and Responsibility for Performance, Contacts, and Direction. *Strong Health employees also see The Strong Commitment I CARE values and standards.

CLERICAL/ SUPPORT STAFF/ PARAPROFESSIONAL GENERIC COMPETENCY MODEL INTERMEDIATE LEVEL Generic Job Responsibilities: Duties and tasks are varied but standardized. Applies basic and some advanced clerical/support or paraprofessional skills in procedures, processes and techniques appropriate for the position within the assigned functional area. Works under direction and selects from a variety of established procedures to accomplish assigned tasks. See job description for specifics. Interaction with Others / Communication
Assists others as needed to ensure departmental processes and procedures are performed appropriately. Listens carefully to understand; asks questions to clarify. Works well as part of a team valuing others differing perspectives.

Customer Service*

Expertise / Continuous Learning

Demonstrates ability to multi-task. Requests feedback to improve personal performance. Accepts new tasks in a positive manner. Engages in opportunities to improve or increase skills for current position.

Resourcefulness / Results
Uses equipment, resources and work time in an efficient and effective manner. Reports waste or inefficiencies to immediate supervisor. Brings improvement solutions to immediate supervisor for discussion.

Personal Accountability
Understands how their daily responsibilities support and maintain the larger systems. Ensures handoffs to others are timely and accurate. Demonstrates an ability to multi-task to ensure department goals are met as planned. Ensures work area is free of clutter; uses only approved electrical/office equipment. Ensures time worked and reported is accurately reflected in accordance with federal and NYS law.

Consistently greets all internal and external customers in a courteous and timely manner. Provides assistance when possible, referring questions and problems to a higher level as appropriate. Models and reinforces customer service behaviors.* Continually seeks opportunities to improve tasks that are within his or her area of control.

Note: Actual pay grades are determined by the duties and responsibilities and are evaluated by a job evaluation plan which focuses on Experience/Training, Mental Skills, Working Conditions, and Responsibility for Performance, Contacts, and Direction. *Strong Health employees also see The Strong Commitment I CARE values and standards.

ASSOCIATED WITH PAY GRADES 4 - 5

CLERICAL/ SUPPORT STAFF/ PARAPROFESSIONAL GENERIC COMPETENCY MODEL ADVANCED LEVEL Generic Job Responsibilities: Duties and tasks are varied and moderately complex. Applies advanced clerical/support or paraprofessional skills to the position. May adapt procedures and processes to accomplish position requirements. Works under minimal supervision. See job description for specifics. Interaction with Others / Communication
Orients, trains and offers assistance to students or other staff to ensure job responsibilities are performed correctly. Demonstrates leadership attributes as part of the team. Ensures all communication is clear, concise and understood by others. Fosters an environment that values differing perspectives.

Customer Service*

Expertise / Continuous Learning

Engages in continuous learning within the scope of the position. Requests feedback to improve personal performance. Uses feedback to create action plans for improvement. Accepts new responsibilities in a positive manner

Resourcefulness / Results
Uses equipment, resources and work time in an efficient and effective manner. Suggests solutions to reduce waste or inefficiencies in operations. Assists others in understanding how to use resources efficiently. Brings improvement solutions to immediate supervisor for discussion.

Personal Accountability
Understands how their daily responsibilities support and maintain the larger systems; handoffs to others are timely and accurate. Demonstrates an ability to re-prioritize tasks as unplanned events occur to ensure department goals are ultimately met. Ensures own and assists others in creating work area that is safe and complies with departmental standards. Ensures time worked and reported is accurately reflected in accordance with federal and NYS law.

Consistently greets internal and external customers in a courteous and timely manner. Provides assistance or direction during more complex customer interactions. Models and reinforces customer service behaviors.* Continually seeks to improve those processes for which s/he is responsible.

Note: Actual pay grades are determined by the duties and responsibilities and are evaluated by a job evaluation plan which focuses on Experience/Training, Mental Skills, Working Conditions, and Responsibility for Performance, Contacts, and Direction. *Strong Health employees also see The Strong Commitment I CARE values and standards.

ASSOCIATED WITH PAY GRADES 6 - 7

CLERICAL/ SUPPORT STAFF/ PARAPROFESSIONAL GENERIC COMPETENCY MODEL GROUP LEADER/SPECIALIST LEVEL^
Generic Job Responsibilities: Duties and tasks are nonroutine and reflect substantial variety and complexity. Applies advanced clerical/support or paraprofessional skills. Adapts procedures and processes to accomplish position requirements. Works under general supervision. See job description for specifics.

Customer Service

Interactions with Others / Communication

Proactively seeks out opportunities to orient, train schedule and mentor students or entry level staff to ensure job responsibilities are performed correctly. Demonstrates leadership qualities Ensures all communication is clear, concise and understood by others. Interacts with Deans, Directors or Vice Presidents on a regular basis Creates an environment that is open to different perspectives.

Expertise / Continuous Learning

Engages in continuous learning for potential growth to higher positions. Requests feedback to improve personal performance; uses feedback to create action plans for improvement. Seeks out opportunities to stretch beyond current responsibilities

Resourcefulness / Results
Uses equipment, resources and work time in an efficient and effective manner. Suggests solutions to reduce waste or inefficiencies in operations. Mentors others in using resources and time effectively and efficiently Brings improvement solutions to leadership for discussion.

Personal Accountability

May function as the higher level authority when others bring problems that cannot be solved at lower levels Models, encourages and coaches others in appropriate customer service behaviors.* Ensures customer satisfaction and appropriate follow through in all interactions. Proactively seeks out opportunities to improve unit or department processes

Understands how their daily responsibilities support and maintain the larger systems. Ensures handoffs to and from others are timely and accurate. Demonstrates an ability to re-prioritize projects for self and others as unplanned events occur to ensure immediate tasks and larger department goals are ultimately met Ensures staff and department operates within regulatory guidelines and/or standards. Ensures own and staff time worked and reported is accurately reflected in accordance with federal and NYS law.

^If appropriate, see the Entry Level Supervisory Model for additional competencies related to supervising staff Note: Actual pay grades are determined by the duties and responsibilities and are evaluated by a job evaluation plan which focuses on Experience/Training, Mental Skills, Working Conditions, and Responsibility for Performance, Contacts, and Direction. *Strong Health employees also see The Strong Commitment I CARE values and standards.

ASSOCIATED WITH PAY GRADES 8 - 10