Core Competency Model

​Seeks assistance, information, and support from others.​

​"Uses SMART (Specific, Measurable, Achievable, Results-oriented, Time-bound) goals. Shares vision to accomplish goals and objectives."

Inspires teams to accomplish long-term strategic goals and objectives. Acknowledges contributions, recognizes accomplishments, celebrates achievement; actively monitors team morale, seeks to engage team with meaningful work.

Establish business to business relationships. Creates policy and memos to memorialize relationships. Sponsors communities of practice or special interest groups.​

Seeks first to understand. Asks clarifying questions.

​Encourages feedback from others. Incorporates feedback for improvement.

​Creates an environment that encourages and supports active listening and feedback throughout the organization.

​Uses appropriate tone in one on one communication. Language is appropriate and respectful. Avoids distracting mannerisms.

​Incorporates diverse information into clear, cohesive message. Messaging is well organized, relatable and informs audience. Checks for understanding.

​Speaks with confidence on complex and sensitive matters. Addresses most senior executive and legislative audiences. Speaks inspirationally. Publicly recognizes excellence in individual and team performance.

​Uses the essential components of good written communication. Adheres to departmental writing style. Uses proper grammar and spelling.

​Incorporates diverse information into clear, cohesive message. Messaging is well organized, relatable and informs audience. Checks for understanding.

​Writes department or statewide policy. Prepares department, agency and legislature briefings and reports. Writes regulations.

​Follows customer service procedures and guidelines. Displays empathy when interacting with customers.

​Resolves escalated customer issues. Seeks customer feedback to investigate ways to improve the customer experience.

​Analyzes customer needs and proactively develops innovative products and services to meet them.

​Uses technology tools for own work including computer components and functions (e.g. web browsing, email).

​"Uses technology tools including computer components and functions to monitor performance and quality of the team’s deliverables. Coaches team members on basic use of enterprise applications."

​Champions innovative use of technology. Authorizes resources for tools to support the organization’s mission and strategic goals.

Adheres to information security policy.

Mitigates risk to ensure work products are in compliance with information security policy and recommends enhancements as needed.

​Creates and enforces policies and procedures to mitigate ethical and legal issues regarding information technology.

​Questions the status quo. Receptive to new ideas. Submits new ideas within own work area.

​Encourages collaboration, innovation and new ideas while integrating information from various sources. Leads brainstorming sessions.

​Sees the big picture and supports innovation through open communication and collaboration. Embraces forward thinking and experimentation.

Demonstrates awareness of alternative approaches.

Evaluates and leverages opportunities.

Champions the development of collaborative opportunities inside and outside the organization including the adoption of new methods or processes to foster and encourage innovation.

Seeks supervisor approval prior to exceeding delegated authority.

Recognizes and uses sound judgment, evidence, and experimentation to better serve customers.

Sets parameters of the risks measured against the value to the customer. Creates a culture of informed and measurable risk taking and experimentation in order to align innovative efforts with the organization’s vision and strategic goals.

Follows current processes, practices, and policy.

Improves products, services, or processes based on customer need. Solicits stakeholders buy-in. Leads transitions from initiate to operational implementation.

Champions the development of collaborative opportunities inside and outside the organization including the adoption of new methods or processes to foster and encourage innovation. Serves as champion or sponsor of new continuous improvement iniatives by ensuring availability of resources and support. Ensures initiatives aligns with strategic goals.

​Identifies problems and needs within the workplace.

Recognizes and prioritizes problems and needs in order to develop alternatives and solutions. Applies root cause analysis techniques.

Anticipates and identifies highly sensitive problems which may affect the organization, other departments, and/or outside stakeholders.

​Considers choice of words, tone of voice, expressions, and other nonverbal behavior to ensure appropriate communication.

​Considers what others are feeling based on their choice of words, tone of voice, expressions and other nonverbal behavior, and adjusts appropriately.

​Assesses non-verbal cues and unspoken complex sub-messages to identify the concerns and interests of others. Mentors others in the development of perception skills.

Handles conflict constructively and view as an opportunity to learn.

Establishes expectations to resolve disagreements in a constructive manner.

Resolves conflicts impacting the organization due to competing objectives, limited resources, or differing perspectives.

​Accepts responsibility for actions and behaviors in the workplace. Follows required guidelines and rules consistently while interacting with others.

Builds trusts with team members by being consistent, trustworthy; applies guidelines and rules fairly. Sets expectations for professional behavior by demonstrating consistency between actions and words.

Holds self and others accountable; maintains confidentiality. Resolves ethical dilemmas and conflicts of interest; takes appropriate action.

​Follows guidance associated with new statues, regulations, policies, and practices.

​Models and supports self and others positively through change. Communicates the nature and scope to team members. Participates in working groups and contributes ideas to help team members adopt change.

​Clearly articulates the vision and the impact on the mission including people, processes, and technology. Drives change through the organization and with customers.

​Takes change in stride. Adapts quickly to changes. Maintains effectiveness despite disruptions to work routine.

Displays composure and easily adjusts to major or last minute changes and while maintaining a high degree of effectiveness.

Establishes an environment that encourages and supports new organizational structures, changes in procedures, and other innovative solutions that respond quickly and effectively to unexpected and rapidly changing conditions.

Follows guidance on individual development plan.

Collaborates with team members on learning needs and makes prudent choices for improvement. Reinforces the application of learning on the job.

Recognizes and rewards learning accomplishments. Benchmarks against other departments. Requires timely feedback and completion of individual development plans. Provides support for coaching and mentoring.