Competency Description

Ability to utilize existing resources and learning to achieve or exceed desired outcomes of current and future organizational goals/needs.  Able to demonstrate ethical behavior in diverse situations while producing results.

PROFICIENCY LEVELS & TYPICAL BEHAVIORS

Basic Application              

• Appreciates the difference between effort and achievement and produces results that are important to unit.
• Grasps the inevitability and challenges of change and adapts tactics accordingly; utilizes learning opportunities to prepare for changing work and methods.
• Demonstrates a willingness to carry out responsibilities and a positive approach to accomplishing work.
• Demonstrates an understanding of how work aligns to organizational mission, vision, and University environment

Working Experience       

• Adjusts to and develops self to prepare for new or changing assignments, processes, people, and priorities as organizational needs dictate.
• Sets clear expectations for self and team to achieve work objectives and overcome obstacles.
• Strives for excellence in performance by upholding established ethical standards and university values
• Provides frequent updates on operations and financial performance to leadership

Extensive Experience     

• Ensures time, resources, energy, learning opportunities, and actions are focused on priorities that matter to the changing workplace.
• Creates a team environment of accountability and commitment for reaching goals and desired results; ensures team is developed to address future needs.
• Ensures compliance with codes of ethics that benefit the overall good of all constituents.
• Demonstrates and communicates a big picture understanding of the organization, its interrelationships, and priorities.

Expert/Leader

• Takes personal responsibility for the success of the group, unit, department, or organization.
• Promotes organizational values in ethical and responsible decision making.
• Works to create a climate that values and rewards initiative, excellence, continual learning, and achievement of results.
• Deals effectively with ambiguity and change; coaches others in behaviors and prepares others through development for ongoing effectiveness.

Competency Description

Ability to meet or exceed customer service needs and expectations and provide excellent service in a direct or indirect manner.  Ability to effectively transmit and interpret information through appropriate communication with internal and external customers.

 Basic Application              

• Consistently provides excellent service.
• Manages customer expectations and takes responsibility to enhance service excellence.
• Communicates understandably; uses appropriate words, grammar and mannerisms in all mediums.
• Seeks feedback on communication style and effectiveness.

Working Experience       

• Enhances service by seeking ways to add value to customer interactions/services.
• Demonstrates sincere concern and takes responsibility when a customer complains, even if the cause of the problem lies elsewhere.
• Listens to feedback without defensiveness and uses it to enhance communication effectiveness.
• Communicates in alternative ways to accommodate different listeners.

Extensive Experience     

• Participates in developing a variety of effective ways to deal with service challenges.
• Models service delivery and coaches others to deliver excellent service in a variety of settings.
• Communicates well with direct reports, peers, leadership, and external constituents.
• Utilizes various methods for information sharing and information gathering. Modifies process(es) to enhance service.

Expert/Leader

• Effectively uses a broad range of methods in communicating complex ideas to diverse populations.
• Monitors profession/field/discipline for trends and implements innovative solutions to enhance service.
• Builds successful track record of superior personal and organizational service delivery in diverse environments.
• Promotes excellence achieved through reports or other media for distribution to internal and/or external constituents and the professional community.

Competency Description

Ability to work with a variety of individuals and groups in a constructive and civil manner while appreciating the unique contribution of individuals from varied cultures, race, creed, color, national origin, age, sex, disability, sexual orientation, and gender identity.

 Basic Application              

• Demonstrates civil and respectful behaviors valued within the organization.
• Provides and accepts ideas and suggestions in a constructive and helpful manner.
• Exhibits good teamwork: is approachable, cooperative, and contributes to an overall positive and productive work/team environment.
• Works effectively with individuals from all backgrounds.

 Working Experience

• Shares appropriate information/feedback openly, professionally and respectfully.
• Models open, respectful, accepting, and supportive behaviors with team members.
• Maintains productive work relationships while considering multiple perspectives and using effective conflict resolution practices.
• Uses sensitivity in communicating with individuals of diverse backgrounds.

 Extensive Experience     

• Establishes and maintains positive and productive working relationships within and outside of own area and background.
• Identifies and resolves disagreements/conflicts in early stages.
• Promotes a safe, equitable, respectful environment in which concerns can be addressed effectively.
• Recommends changes to work practices and policies to promote transparency and approachability.

 Expert/Leader

• Creates and champions initiatives that foster respectful communication, learning and a spirit of cooperation.
• Regularly shares information and effectively influences to gain common commitment in achieving objectives.
• Shapes unit/department, college/division, or university governance so as to reinforce collaboration, accountability, and responsibility.
• Promotes collaborative climate that recognizes, celebrates, and rewards diversity.