You are now leaving this website and being directed to the specific California government resource or website that you have requested. CalHR accepts no responsibility for the content or accessibility of external websites or external documents linked to on this website.
Develops, maintains, and strengthens relationships while working together to achieve results.
Teamwork | Building Relationships
Level 1: Novice
Seeks assistance, information, and support from others.
Level 2: Basic
Provides assistance, information, and support to others to build a basis for reciprocity.
Level 3: Intermediate
"Uses SMART (Specific, Measurable, Achievable, Results-oriented, Time-bound) goals. Shares vision to accomplish goals and objectives."
Level 4: Advanced
Fosters mutually beneficial relationships by creating collaborative networks to achieve organizational goals. Ensures alignment with vision and strategic goals.
Level 5: Expert
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.
Builds relationship outside of workgroup. Attends communities of practice or special interest groups.
Assists others within and outside the organization in the development of collaborative networks in order to meet shared business objectives. Organizes communities of practice or special interest groups.
Establish business to business relationships. Creates policy and memos to memorialize relationships. Sponsors communities of practice or special interest groups.
Listens, writes, and presents ideas, opinions, and information in diverse situations.
Listening | Speaking | Writing
Seeks first to understand. Asks clarifying questions.
Receptive to feedback. Uses active listening skills.
Encourages feedback from others. Incorporates feedback for improvement.
Provides feedback based on listening. Models active listening in interactions with others. Coaches others on the art of listening.
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.
Uses appropriate tone in group communication. Speaks in clear and simple language. Speaks with clarity on own area of expertise; technically complex topics.
Incorporates diverse information into clear, cohesive message. Messaging is well organized, relatable and informs audience. Checks for understanding.
Persuades and influences audience. Represents program with credibility, authority, and confidence.
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.
Writes clearly and concisely. Organizes and formats content appropriate for target audience. Writes in compliance with ADA 508 as required.
Writes program policy. Prepares and reviews reports in support of programs. Develops communication plans.
Writes department or statewide policy. Prepares department, agency and legislature briefings and reports. Writes regulations.
Creates a connection with internal and external customers through positive experiences and exceptional service in response to current and future needs.
Level 1: Novice
Follows customer service procedures and guidelines. Displays empathy when interacting with customers.
Identifies customer and needs. Serves customers and resolves issues quickly and effectively.
Resolves escalated customer issues. Seeks customer feedback to investigate ways to improve the customer experience.
Monitors and measures customer service effectiveness. Designs and develops customer service protocols.
Analyzes customer needs and proactively develops innovative products and services to meet them.
Use technology effectively in the performance of one's job. Includes the integration and acceptance of new technology when appropriate.
Leverage Technology | Information Security
Uses technology tools for own work including computer components and functions (e.g. web browsing, email).
Uses the appropriate technology tools to work collaboratively in person and remotely.
"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."
Uses and promotes technology collaboratively to simplify and streamline tasks to complete work anywhere.
Champions innovative use of technology. Authorizes resources for tools to support the organization’s mission and strategic goals.
Adheres to information security policy.
Demonstrates basic knowledge of ethical and legal issues related to information technology and protects information accordingly.
Mitigates risk to ensure work products are in compliance with information security policy and recommends enhancements as needed.
Promotes awareness of ethical and legal issues, evaluates information technology safeguards, and protects information appropriately.
Creates and enforces policies and procedures to mitigate ethical and legal issues regarding information technology.
Works effectively in an inclusive workplace where individual differences and perspectives are respected and leveraged to achieve organizational goals.
Fair and Equitable | Openness | Respectful
Treats others fairly and without prejudice or bias.
Influences others to treat those around them fairly and without prejudice or bias.
Establishes that all staff understand and comply with the sexual harassment prevention and anti-discrimination policies, laws, and rules. Models appropriate workplace behavior and intervenes promptly if inappropriate behavior occurs.
Develops, implements, and promotes policies and procedures that ensures a work environment free of harassment and discrimination.
Ensures a work environment that is free of harassment and discrimination. Ensures that there are appropriate policies processes and procedures established to respond expeditiously and fairly to complaints of harassment and discrimination.
Includes others in conversations and work-related activities.
Invites others to engage in conversations and work-related activities to seek varied input.
Builds inclusive teams that leverage diverse capabilities to strengthen service delivery.
Engages teams to develop and leverage diverse capabilities to enhance services and create an inclusive workplace.
Develops and applies strategies to promote a culture that benefits from diverse strengths.
Respects different perspectives and adheres to related departmental policies.
Learns from different perspectives and adheres to related departmental policies.
Models respect when dealing with direct reports and supervisor.
Creates an environment in which employees respect and value different cultures, ideas, and experiences.
Ensures that there are policies, processes, and procedures that address the organization’s expectations for respectful behavior.
Demonstrates curiosity, develops new insights, considers creative approaches and applies novel solutions.
Creativity | Leverage Opportunities | Intelligent Risk-Taking | Continuous Improvement | Problem Solving
Questions the status quo. Receptive to new ideas. Submits new ideas within own work area.
Participates in the creative process. Explores with others and actively contributes to formulation of new approaches, methods, and techniques.
Encourages collaboration, innovation and new ideas while integrating information from various sources. Leads brainstorming sessions.
Facilitates partnerships, removes roadblocks to idea generation. Encourages diversity of thought to enable creative and innovative solutions. Leveraging experiences; creates complementary team assignment.
Sees the big picture and supports innovation through open communication and collaboration. Embraces forward thinking and experimentation.
Demonstrates awareness of alternative approaches.
Recognizes and recommends potential opportunities.
Evaluates and leverages opportunities.
Supports and maximizes the benefits of new 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.
Identifies what needs to be done, considers impact to policy and procedures prior to taking action. Consults with subject matter experts and supervisor.
Recognizes and uses sound judgment, evidence, and experimentation to better serve customers.
Supports and encourages teams to use evidence to influence change and innovate to overcome obstacles and 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.
Identifies wastes, risks, and areas of improvement. Research and benchmark against similar organizations. Provides initial recommendations.
Improves products, services, or processes based on customer need. Solicits stakeholders buy-in. Leads transitions from initiate to operational implementation.
Develops new products, services, or processes based on customer need. Ensures processes are within mission scope.
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.
Breaks down a task or problem into components and applies a multi-step analytical process.
Recognizes and prioritizes problems and needs in order to develop alternatives and solutions. Applies root cause analysis techniques.
Promotes and supports a systematic and data-based approach to solving complex tasks or problems. Ensures that unconscious bias is not a factor in data analysis, conclusions and recommendations.
Anticipates and identifies highly sensitive problems which may affect the organization, other departments, and/or outside stakeholders.
Interacts positively with courtesy, sensitivity and respect with a variety of individuals and makes every effort to understand and relate to others.
Emotional Intelligence | Conflict Resolution | Personal Credibility
Considers choice of words, tone of voice, expressions, and other nonverbal behavior to ensure appropriate communication.
Notices and accurately interprets what others are feeling based on their choice of words, tone of voice, expressions, and other nonverbal behavior.
Considers what others are feeling based on their choice of words, tone of voice, expressions and other nonverbal behavior, and adjusts appropriately.
Uses skills to build emotional intelligence including self-control, transparency, optimism, empathy, reading non-verbal cues, and self-confidence.
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.
Uses appropriate interpersonal styles and methods to reduce tension or conflict between two or more people/team members.
Establishes expectations to resolve disagreements in a constructive manner.
Fosters an environment that promotes rapid identification and resolution of potential conflicts.
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.
Demonstrates truthfulness, reliability and ethical behavior when making decisions and taking action.
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.
Fosters an environment of accountability and confidentiality. Identifies and addresses ethical dilemmas and conflicts of interest.
Holds self and others accountable; maintains confidentiality. Resolves ethical dilemmas and conflicts of interest; takes appropriate action.
Overcomes challenges, does the job, and remains optimistic under pressure and adversity.
Change Management | Agility | Continual Learning
Follows guidance associated with new statues, regulations, policies, and practices.
Identifies impact on own job; provides feedback to stakeholders and supervisors. Identifies risks and make suggestions.
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.
Leads teams in designing and implementing change management strategies and plans. Identifies stakeholders; facilitates collaboration.
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.
Adapts quickly to changes in team, roles, work situations, organizational structure or political realities.
Displays composure and easily adjusts to major or last minute changes and while maintaining a high degree of effectiveness.
Anticipates changes and plans for contingencies. Sets priorities, communicates with and cross train teams to maintain continuity of service in a changing operational environment.
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.
Identifies competency gaps. Seeks to improve own skills, knowledge and abilities. Contributes and provides input into own individual development plan.
Collaborates with team members on learning needs and makes prudent choices for improvement. Reinforces the application of learning on the job.
Aligns and manages department competencies with strategic goals. Secures resources including funding and time for staff training and development needs.
Recognizes and rewards learning accomplishments. Benchmarks against other departments. Requires timely feedback and completion of individual development plans. Provides support for coaching and mentoring.