Universal Competencies (Updated 9/3/13)
Universal Competencies are those that apply to all University jobs (P&S, Merit, Merit Supervisory-Exempt, Confidential, and SEIU), support our mission, and are consistent with our core values; they are:
- Positive Impact/Achieving Results
- Service Excellence/Customer Focus
- Collaboration and Embracing Diversity
Professional and Scientific staff can access the Universal competencies for your job classification by going through Self Service and your e-personnel file.
Merit staff, including confidential and supervisory, and professionals represented by SEIU should refer to the "basic" and "working" proficiency levels shown below, and discuss the specific expectations for their job with their supervisor. Staff with supervisory responsibilities may be expected to perform at a higher level of proficiency.
These Universal Competencies replace the previous position expectations for civil and respectful interactions, diversity and inclusion, leadership accountability, learning and professional development. Colleges and divisions may identify additional competencies that apply to jobs within that organization.
- Positive Impact/Achieving Results (UI1)
- Service Excellence/Customer Focus (UI2)
- Collaboration and Embracing Diversity (UI3)
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
- 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
- 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
- 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.
- 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.
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.
- 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.
- 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.
- 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.
- 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.
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.
- 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.
- 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.
- 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.
- 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.
Page Last Updated September 2013