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