Career Progression - Core Competencies per Occupational Group

ACADEMIC PROGRAMS/SERVICES

Customer Service
Definition: Provides quality information and responses to the unit's customers, including clear and calm responses; actively listens and engages in order to truly understand their needs; provides assistance to the satisfaction of the customer within service levels and standards of the unit.

Proficient

Responds promptly and accurately based on established policies and procedures.
Develops and maintains productive and collaborative work relationships.
Receives inquiries and is attentive when answering questions.
Responds in a timely manner to phone calls and email communications.
Answers frequently asked questions.
Listens and correctly responds to customer needs in a positive manner.
Seeks out answers to commonly asked questions.

Advanced

Explains the application of policies and procedures.
Identifies options and makes recommendations within established guidelines to meet competing needs.
Develops and maintains productive and collaborative work relationships in order to facilitate effective service in assigned areas and problem resolution.
Demonstrates empathy when understanding the problem and coming up with a solution.
Clarifies customer’s needs when necessary.

Expert

Anticipates problems, needs, and wants to proactively create solutions/services that go beyond fulfilling basic customer expectations and does so in a creative, unexpected way.
Acts in the best interests of the unit/department or program by aligning service delivery with customer needs.
Acknowledges the unique needs of customers and provides responsive services/answers tailored to their requirements.
Utilizes a comprehensive subject understanding to assist customers and colleagues with more detailed, difficult or sensitive situations.

Examples of Activities for Development:

Works with an especially difficult or complicated customer or problem. Works with that customer to resolve the issue.
Conducts needs assessment within unit and with customers to determine and address possible service gaps to improve satisfaction with current services.
Works with other employees to determine the ‘the most asked about’ or ‘most frequent issue’ facing (internal or external) customers. Develops a FAQ and post for information.
Keeps a log of customer problems. Tracks whether they have been resolved and how they have been resolved. Reviews the log once a week to see if there are any unresolved problems. Devises a strategy to solve these problems.
Works to decrease the time to solve customer problems. Keeps a log that demonstrates improvements in response time.

Problem Solving
Definition: Identifies and understands issues, problems, or opportunities; analyzes, develops possible solutions, and takes or suggests the appropriate course of action; remains calm under pressure and follows steps to achieve solution.

Proficient

Identifies, recognizes and resolves routine problems.
Researches and seeks out answers to the problem.
Utilizes brainstorming to identify solutions.
Collaborates with others to solve problems and make decisions.
Analyzes the situation by practicing active listening and communicating the problem.
Observes how others solve problems and asks questions to improve competency.

Advanced

Assesses and resolves difficult or sensitive problems through research and review of policies and procedures for the unit/department.
Makes recommendations where needed.
Anticipates immediate consequences.
Finds solutions within limited resources.
Creates relevant options for addressing problems/opportunities identified.

Expert

Anticipates and pursues difficult or sensitive issues and problems independently by collaborating with internal and external sources.
Serves as a resource for others in resolving issues and problems.
Develops resolution strategies.
Determines effective vs ineffective solutions and evaluates and/or makes changes if needed.
Can pivot as needed to get to most effective solution.
Thinks of several possible explanations or alternatives for a situation and anticipates potential obstacles and develops contingency plans to overcome them.

Examples of Activities for Development:

Asks for feedback from manager, colleagues, and/or employees regarding your problem solving skills. Devises a plan to work on problem areas.
Asks manager to increase scope of decision-making authority within own position, enabling to learn more about other areas of the unit/department
Considers alternatives for solving a problem.
Looks for a significant problem in the unit/department. Examines the background of the problem. Determines the factors that must be addressed and develops a plan to address the issue.
Makes a SWOT (strengths, weaknesses, opportunities, threats) analysis when facing a dilemma to make the proper decision.
Identifies problems brought forth by customers that were unexpected. Sees if there is a trend. Determines the root cause of the problem. Also, determines what could have been done to prevent the problem from occurring? Identifies the impact to the unit/department if the problem is not solved and identifies the impact of the alternatives that were identified.
To help discover problems from different perspectives, engages in a new activity. Identifies any new approaches or ideas gained that may be useful in generating ideas to solve problems.

Time Management
Definition: Plans and effectively prioritizes work to accomplish tasks and achieve objectives by established deadlines; exercises conscious control of the time spent on specific activities, to increase effectiveness, efficiency and productivity.

Proficient

Uses time effectively and efficiently.
Reviews daily schedule to revise, add and/or eliminate activities.
Completes work within a given timeframe.
Schedules tasks and prioritizes in order to meet deadlines, organizes and follows through on multiple tasks without prompting.

Advanced

Allots ample time for the important tasks, and balances it with urgent requests.
Foresees roadblocks and senses what will help or hinder accomplishing a goal.
Achieves goals and tasks in a timely manner, despite obstacles encountered, by organizing, re-prioritizing and re-planning.
Mitigates distractions during the workday by effectively scheduling time.

Expert

Plans schedule and chooses between the urgent and the important tasks, accommodating a broad time frame.
Considers the short, medium, and long-term while attending to a broad range of tasks.
Identifies future needs that must be incorporated into long range goals.
Instructs or coaches others in the appropriate timing for tasks.
Communicates effective techniques for tasks.

Examples of Activities for Development:

Logs time to track daily activities to determine what can be feasibly accomplished in a day, to identify distractions and/or unproductive time and to focus on activities that provide the greatest returns.
Creates a daily schedule and sticks with it.
Evaluates to-do list and organizes based on the importance of a task rather than its urgency.
Groups similar tasks together. Creates separate chunks of time for answering emails, making phone calls, filing, etc.
Focuses on the task at hand and block out all distractions.
Sets time limits on tasks instead of just working until they’re done.
Builds in buffers at work. Makes breaks a part of schedule. When finished with a task, takes time to breathe.
Identifies top two distractions and focuses on conquering those each week.
Works with manager to develop a plan for focused work time.

ADMINISTRATIVE SERVICES

Proficient

Responds promptly and accurately based on established policies and procedures.
Develops and maintains productive and collaborative work relationships.
Receives inquiries and is attentive when answering questions.
Responds in a timely manner to phone calls and email communications.
Answers frequently asked questions.
Listens and correctly responds to customer needs in a positive manner.
Seeks out answers to commonly asked questions.

Advanced

Explains the application of policies and procedures.
Identifies options and makes recommendations within established guidelines to meet competing needs.
Develops and maintains productive and collaborative work relationships in order to facilitate effective service in assigned areas and problem resolution.
Demonstrates empathy when understanding the problem and coming up with a solution.
Clarifies customer’s needs when necessary.

Expert

Anticipates problems, needs, and wants to proactively create solutions/services that go beyond fulfilling basic customer expectations and does so in a creative, unexpected way.
Acts in the best interests of the unit/department or program by aligning service delivery with customer needs.
Acknowledges the unique needs of customers and provides responsive services/answers tailored to their requirements.
Utilizes a comprehensive subject understanding to assist customers and colleagues with more detailed, difficult or sensitive situations.

Examples of Activities for Development:

Works with an especially difficult or complicated customer or problem. Works with that customer to resolve the issue.
Conducts needs assessment within unit and with customers to determine and address possible service gaps to improve satisfaction with current services.
Works with other employees to determine the ‘the most asked about’ or ‘most frequent issue’ facing (internal or external) customers. Develops a FAQ and post for information.
Keeps a log of customer problems. Tracks whether they have been resolved and how they have been resolved. Reviews the log once a week to see if there are any unresolved problems. Devises a strategy to solve these problems.
Works to decrease the time to solve customer problems. Keeps a log that demonstrates improvements in response time.

Proficient

Identifies, recognizes and resolves routine problems.
Researches and seeks out answers to the problem.
Utilizes brainstorming to identify solutions.
Collaborates with others to solve problems and make decisions.
Analyzes the situation by practicing active listening and communicating the problem.
Observes how others solve problems and asks questions to improve competency.

Advanced

Assesses and resolves difficult or sensitive problems through research and review of policies and procedures for the unit/department.
Makes recommendations where needed.
Anticipates immediate consequences.
Finds solutions within limited resources.
Creates relevant options for addressing problems/opportunities identified.

Expert

Anticipates and pursues difficult or sensitive issues and problems independently by collaborating with internal and external sources.
Serves as a resource for others in resolving issues and problems.
Develops resolution strategies.
Determines effective vs ineffective solutions and evaluates and/or makes changes if needed.
Can pivot as needed to get to most effective solution.
Thinks of several possible explanations or alternatives for a situation and anticipates potential obstacles and develops contingency plans to overcome them.

Examples of Activities for Development:

Asks for feedback from manager, colleagues, and/or employees regarding your problem solving skills. Devises a plan to work on problem areas.
Asks manager to increase scope of decision-making authority within own position, enabling to learn more about other areas of the unit/department
Considers alternatives for solving a problem.
Looks for a significant problem in the unit/department. Examines the background of the problem. Determines the factors that must be addressed and develops a plan to address the issue.
Makes a SWOT (strengths, weaknesses, opportunities, threats) analysis when facing a dilemma to make the proper decision.
Identifies problems brought forth by customers that were unexpected. Sees if there is a trend. Determines the root cause of the problem. Also, determines what could have been done to prevent the problem from occurring? Identifies the impact to the unit/department if the problem is not solved and identifies the impact of the alternatives that were identified.
To help discover problems from different perspectives, engages in a new activity. Identifies any new approaches or ideas gained that may be useful in generating ideas to solve problems.

Proficient

Uses time effectively and efficiently.
Reviews daily schedule to revise, add and/or eliminate activities.
Completes work within a given timeframe.
Schedules tasks and prioritizes in order to meet deadlines, organizes and follows through on multiple tasks without prompting.

Advanced

Allots ample time for the important tasks, and balances it with urgent requests.
Foresees roadblocks and senses what will help or hinder accomplishing a goal.
Achieves goals and tasks in a timely manner, despite obstacles encountered, by organizing, re-prioritizing and re-planning.
Mitigates distractions during the workday by effectively scheduling time.

Expert

Plans schedule and chooses between the urgent and the important tasks, accommodating a broad time frame.
Considers the short, medium, and long-term while attending to a broad range of tasks.
Identifies future needs that must be incorporated into long range goals.
Instructs or coaches others in the appropriate timing for tasks.
Communicates effective techniques for tasks.

Examples of Activities for Development:

Logs time to track daily activities to determine what can be feasibly accomplished in a day, to identify distractions and/or unproductive time and to focus on activities that provide the greatest returns.
Creates a daily schedule and sticks with it.
Evaluates to-do list and organizes based on the importance of a task rather than its urgency.
Groups similar tasks together. Creates separate chunks of time for answering emails, making phone calls, filing, etc.
Focuses on the task at hand and block out all distractions.
Sets time limits on tasks instead of just working until they’re done.
Builds in buffers at work. Makes breaks a part of schedule. When finished with a task, takes time to breathe.
Identifies top two distractions and focuses on conquering those each week.
Works with manager to develop a plan for focused work time.

ARTS & CURATORIAL SERVICES

Planning & Organization
Definition: Organizes and manages own time, tools and resources effectively, prioritizes workload, prepares in advance and sets realistic timescales to achieve goals and objectives; understands business issues, processes, and outcomes and the potential impacts both internal and external to the unit.

Proficient

Prioritizes and organizes work for oneself to meet designated deadlines.
When competing priorities exist, seeks direction from more senior colleagues.
Carries out activities in an orderly and well-structured manner and pays attention to detail.
Lets people know if things get delayed.
Informs the team and others of progress.

Advanced

Assesses and reassesses priorities for oneself as required.
Resolves competing priorities on own.
Identifies the need and provides support to others to enable delivery.
Monitors progress on processes and resources for activity to ensure deadlines are met.

Expert

Identifies critical tasks and deliverables, and obtains or organizes necessary resources and support to achieve operational objectives for the activity or unit/department.
Finds efficiencies in current processes through increased organization and prioritization.
Recommends more efficient processes.
Adjusts plans to take account of changes in circumstances.

Examples of Activities for Development:

Asks co-workers for feedback on how you plan projects. Asks them what it is that you do well and what you could do better with regards to project planning.
Creates reverse work plans, listing projects and goals for the year. Includes the various stages, the people responsible, other people working with or who need to be informed, and deadlines. Ensures goals and projects are achieved.
Makes a master list of the tasks needed to accomplish, ranks by priority. Crosses then off as completed to see how close getting to completing priority tasks.
Blocks off time every week for projects and tasks. Uses Outlook or similar tool to manage time and priorities.
Asks for feedback from a trusted colleague regarding situations where good planning has been demonstrated and others that were less effective. Determines impact on the unit/department and ways to improve.

Proficient

Identifies, recognizes and resolves routine problems.
Researches and seeks out answers to the problem.
Utilizes brainstorming to identify solutions.
Collaborates with others to solve problems and make decisions.
Analyzes the situation by practicing active listening and communicating the problem.
Observes how others solve problems and asks questions to improve competency.

Advanced

Assesses and resolves difficult or sensitive problems through research and review of policies and procedures for the unit/department.
Makes recommendations where needed.
Anticipates immediate consequences.
Finds solutions within limited resources.
Creates relevant options for addressing problems/opportunities identified.

Expert

Anticipates and pursues difficult or sensitive issues and problems independently by collaborating with internal and external sources.
Serves as a resource for others in resolving issues and problems.
Develops resolution strategies.
Determines effective vs ineffective solutions and evaluates and/or makes changes if needed.
Can pivot as needed to get to most effective solution.
Thinks of several possible explanations or alternatives for a situation and anticipates potential obstacles and develops contingency plans to overcome them.

Examples of Activities for Development:

Asks for feedback from manager, colleagues, and/or employees regarding your problem solving skills. Devises a plan to work on problem areas.
Asks manager to increase scope of decision-making authority within own position, enabling to learn more about other areas of the unit/department
Considers alternatives for solving a problem.
Looks for a significant problem in the unit/department. Examines the background of the problem. Determines the factors that must be addressed and develops a plan to address the issue.
Makes a SWOT (strengths, weaknesses, opportunities, threats) analysis when facing a dilemma to make the proper decision.
Identifies problems brought forth by customers that were unexpected. Sees if there is a trend. Determines the root cause of the problem. Also, determines what could have been done to prevent the problem from occurring? Identifies the impact to the unit/department if the problem is not solved and identifies the impact of the alternatives that were identified.
To help discover problems from different perspectives, engages in a new activity. Identifies any new approaches or ideas gained that may be useful in generating ideas to solve problems.

Teamwork/Collaboration
Definition: Works collaboratively and shares information to solve common problems and deliver business objective; puts success of the team over personal interests; gives and receives feedback in a professional manner; creates an atmosphere of respect, helpfulness, and cooperation with others to build supportive, responsive relationships.

Proficient

Works towards team/shared goals.
Displays a positive approach to working with others.
Encourages other team members. Cooperates with and supports others.
Actively participates to ensure project success.
Completes team project responsibilities independently and effectively.

Advanced

Recognizes that all teams do not operate in the same way, adapts their working style/method to achieve results.
Where appropriate, passes constructive feedback to colleagues.
Volunteers and participates in team projects and/or committees.
Demonstrates initiative in solving unexpected problems associated with projects and daily work.

Expert

Encourages teamwork across units/departments and locations.
Commits time and resources to team-based projects.
Serves as a role model and coaches others in building strong working relationships.
Places the team agenda ahead of personal goals.
Creates an environment where everyone feels safe to actively participate.

Examples of Activities for Development:

Facilitates a group discussion with team members to solve a problem in the unit/department.
Each week, volunteers to help at least one person in the unit/department.
Identifies a critical issue within the unit/department. Volunteers to take lead to solve the problem that involves people from different unit/departments.
Keeps records of involvement in committees, meetings, and informal team activities. Works to increase involvement and keep track of your progress.
Identifies a current obstacle that impedes the team from working effectively. Determines the root causes and possible solutions. Shares ideas with manager. Develops a plan to implement the solutions identified. Monitors the results.

COMMUNICATION & MARKETING

Communication
Definition: Establishes supportive and collaborative relationships with staff by keeping people informed, adapting communication to the audience, practicing focused listening, responding to the feelings and concerns of others and uses a range of effective communication techniques.

Proficient

Responds to questions within policy and procedure guidelines in assigned area(s) timely.
Uses concepts and language that are easy for others to understand.
Uses appropriate language and grammar when speaking or writing to others.
Demonstrates patience and respect with customers and peers.
Listens to instructions.
Asks necessary questions to complete assigned tasks.

Advanced

Uses method of communication most appropriate to situation and/or audience; adapts delivery based on appropriateness of situation/audience.
Conveys ideas on difficult or sensitive subjects clearly.
Provides consultation to customers or peers related to position and/or unit/department.
Accurately judges most audience needs.

Expert

Presents difficult and convoluted information articulately to explain to colleagues and/or key stakeholders regarding issues.
Explains and clarifies policies and procedures to affected parties.
Regularly follows-up to ensure understanding.
Breaks down difficult processes to communicate effectively.

Examples of Activities for Development:

Asks a colleague or manager to observe and critique listening skills when interacting with others. Works on problem areas. Before making a formal presentation, practices in front of peers. Solicits feedback and incorporates into the presentation.
Facilitates a focus group session.
Identifies situations in which you have the most difficulty being a good listener and devises a strategy to prepare for them in advance.
Leads a team meeting.
Takes and seeks opportunities to speak in front of groups (e.g., business meetings, presentations).
Writes a speech or draft an e-mail for someone in a higher leadership role in the unit/department.

Attention to Detail
Definition: Efficiently allocates resources to achieve thoroughness and accuracy when performing duties in order to lead to greater productivity and economy; plans and organizes time and resources efficiently, shows attention to each aspect of the task.

Proficient

Monitors and checks work or information thoroughly.
Accurately checks processes and procedures.
Completes all work according to procedures and standards.
Prepared when attending meetings and presentations.

Advanced

Monitors quality of work by setting up procedures.
Double-checks the accuracy of information and work product to provide accurate and consistent work.
Acts to verify information. Carefully monitors the details and qualify of work.
Work is consistently performed or written with great care and completeness.

Expert

Develops systems, procedures and/or processes to organize and keep track of information and work progress.
Is routinely conscientious, thorough, accurate and reliable when performing and completing job tasks.

Examples of Activities for Development:

Marks down appointments and meetings and notes any details or thoughts about each meeting. Plans each day by making a note of deadlines and important dates.
Reduces or limits distractions by closing door, forwarding phones or setting specific office hours when available for unscheduled visitors.
Creates work plan that outlines the individual elements key job functions. Uses the work plan as a guide when distracted or frequently interrupted. Uses plan as a checklist to verify that each step or critical task has been completed.
Creates a schedule to set aside a certain amount of time to devote to specific tasks to stay focused and finish the project with no interruptions or delays.
Breaks down complex problems into multiple workable pieces and works on each one of them sequentially.

Strategic Thinking
Definition: Thinks ahead and plans in order to provide a sense of direction; identifies and outlines measurable goals for work duties and sets judicious timelines to reach them; considers multiple perspectives and takes a long-range approach to problem-solving and decision-making.

Proficient

Knows what is expected of one’s own role and how this contributes to the objectives of the unit/department.
Understands policy and procedure within the unit/department.
Knows broadly what services are available within the University.
Keeps up to date with developments in one’s own unit/department.

Advanced

Understands and keeps up to date, at a broad level, with the key functions of other major areas within the University that are related to one's work.
Understands the goals of the unit/department and encourages others to understand the unit/department’s goals.
Provides advice, information and direction to others to support the achievement of unit/department goals.

Expert

Analyzes and develops ideas as it relates to future plans or vision of the unit/department.
Contributes to developing the strategy within the unit/department.
Identifies and seeks collaboration with others to advance unit/department goals.
Understands and keeps up to date, with the key functions of other major areas within and outside the University that are related to one's work and unit or program.

Examples of Activities for Development:

Lists the long-term goals of position. Establishes short-term goals that will help to achieve the long-term goals. Monitors the achievement of both.
Identifies the key objectives which responsible for. Determines strategies for achieving objectives. Records the various tactics or methods utilized to achieve objectives.
Discusses opportunities and challenges that could result in long-term benefits. Determines how these fit into the strategic plan.

INFORMATION TECHNOLOGY

Proficient

Prioritizes and organizes work for oneself to meet designated deadlines.
When competing priorities exist, seeks direction from more senior colleagues.
Carries out activities in an orderly and well-structured manner and pays attention to detail.
Lets people know if things get delayed.
Informs the team and others of progress.

Advanced

Assesses and reassesses priorities for oneself as required.
Resolves competing priorities on own.
Identifies the need and provides support to others to enable delivery.
Monitors progress on processes and resources for activity to ensure deadlines are met.

Expert

Identifies critical tasks and deliverables, and obtains or organizes necessary resources and support to achieve operational objectives for the activity or unit/department.
Finds efficiencies in current processes through increased organization and prioritization.
Recommends more efficient processes.
Adjusts plans to take account of changes in circumstances.

Examples of Activities for Development:

Asks co-workers for feedback on how you plan projects. Asks them what it is that you do well and what you could do better with regards to project planning.
Creates reverse work plans, listing projects and goals for the year. Includes the various stages, the people responsible, other people working with or who need to be informed, and deadlines. Ensures goals and projects are achieved.
Makes a master list of the tasks needed to accomplish, ranks by priority. Crosses then off as completed to see how close getting to completing priority tasks.
Blocks off time every week for projects and tasks. Uses Outlook or similar tool to manage time and priorities.
Asks for feedback from a trusted colleague regarding situations where good planning has been demonstrated and others that were less effective. Determines impact on the unit/department and ways to improve.

Proficient

Identifies, recognizes and resolves routine problems.
Researches and seeks out answers to the problem.
Utilizes brainstorming to identify solutions.
Collaborates with others to solve problems and make decisions.
Analyzes the situation by practicing active listening and communicating the problem.
Observes how others solve problems and asks questions to improve competency.

Advanced

Assesses and resolves difficult or sensitive problems through research and review of policies and procedures for the unit/department.
Makes recommendations where needed.
Anticipates immediate consequences.
Finds solutions within limited resources.
Creates relevant options for addressing problems/opportunities identified.

Expert

Anticipates and pursues difficult or sensitive issues and problems independently by collaborating with internal and external sources.
Serves as a resource for others in resolving issues and problems.
Develops resolution strategies.
Determines effective vs ineffective solutions and evaluates and/or makes changes if needed.
Can pivot as needed to get to most effective solution.
Thinks of several possible explanations or alternatives for a situation and anticipates potential obstacles and develops contingency plans to overcome them.

Examples of Activities for Development:

Asks for feedback from manager, colleagues, and/or employees regarding your problem solving skills. Devises a plan to work on problem areas.
Asks manager to increase scope of decision-making authority within own position, enabling to learn more about other areas of the unit/department
Considers alternatives for solving a problem.
Looks for a significant problem in the unit/department. Examines the background of the problem. Determines the factors that must be addressed and develops a plan to address the issue.
Makes a SWOT (strengths, weaknesses, opportunities, threats) analysis when facing a dilemma to make the proper decision.
Identifies problems brought forth by customers that were unexpected. Sees if there is a trend. Determines the root cause of the problem. Also, determines what could have been done to prevent the problem from occurring? Identifies the impact to the unit/department if the problem is not solved and identifies the impact of the alternatives that were identified.
To help discover problems from different perspectives, engages in a new activity. Identifies any new approaches or ideas gained that may be useful in generating ideas to solve problems.

Analytical/Critical Thinking
Definition: Looks at situations from multiple perspectives; organizes difficult information in a systematic way; identifies issues and underlying causes and thinks through the consequences of different courses of action; compares and evaluates data from different sources to make well informed decisions and identifies alternative solutions.

Proficient

Looks at a situation/task from multiple perspectives, and breaks down problems into component parts.
Solicits relevant information in order to solve, document, and effectively communicate solutions.
Communicates solutions to coworkers to aid them on present problem solving.
Consults with decision makers, on an on-going basis, to discuss current or alternative solutions.

Advanced

Analyzes a situation/tasks and modifies/develops a new process/procedure to address all components of the task in a systematic way.
Modifies/develops plans to meet program/project needs and objectives.
Resolves problems through careful analysis; understanding of other work specialties and integrates this understanding when developing and communicating solutions.
Consults with decision-makers, on an on-going basis, to develop long-range strategic alternatives.

Expert

Identifies emerging trends and issues and make suggestions for modifications to solve current and prevent future problems.
Makes well informed decisions based on weighing options and consequences.
Understands a spectrum of one’s own work specialties and integrates these understandings to develop effective solutions.
Regularly provides competent guidance and consulting to faculty staff, and/or leadership; and consults with customers and/or peers to resolve problems.

Examples of Activities for Development:

Thinks of a recurring problem. Finds data from viable sources to support and describes the situation as well as its potential impact.
When faced with a challenge to solve or obstacle to overcome, uses a systematic approach to analyzing all the components of the situation. Once has a clear understanding of the situation, discusses the findings with someone else and determines if can clearly communicate ideas so others understand.
Engages in a group situational analysis to determine root cause of a condition and identifies possible preventative and corrective actions.
With Manager, examines a recurring problem and together gathers and analyzes data regarding the situation to determine causes and consequences, and explore solutions.
Discuss patterns or trends observed with Manager that if left unchecked could be a larger risk. Supports case with a thorough data analysis.

INSTITUTIONAL OPERATIONS

Reliability/Dependability
Definition: Performs job-related tasks on time, finishes assigned projects, meets deadlines and appointments, follows through; takes personal responsibility for quality of work.

Proficient

Takes responsibility for the quality and timeliness of work.
Responds to requests by being cooperative and available.
Adheres to time and attendance policies and agreed upon schedules.
Demonstrates internal motivation to be conscientious, consistent and reliable in personal or professional efforts.
Respects deadlines and makes every effort to meet them.

Advanced

Notifies affected parties when complications arise.
Establishes priorities and uses available resources effectively.
Demonstrates productivity and efficiency in planning and executing work.
Produces consistent work and can apply unit/department policies to each task.
Viewed by others as a source for valid information.

Expert

Determines best method of completing tasks with limited supervision.
Makes self-available as a resource to others.
Reviews the work and creates efficient workflows and processes.
Recognizes the relative importance of certain tasks and responsibilities and prioritizes to ensure that deadlines are met.
Obtains and provides resources to enable implementation of new ideas/initiatives (where appropriate).
Serves as a resource or go to person in unit or program for time sensitive or complicated matters.

Examples of Activities for Development:

Keeps a log of each commitments made. Review the promises made and whether or not they were followed through on and why. Devises a plan to work on specific issues.
Negotiates realistic deadlines the next time a project is received and chooses commitments carefully. Holds accountable to the agreed deadline.
Organizes tasks into an urgent/important matrix. From there plans and prioritizes your schedule.

Proficient

Works towards team/shared goals.
Displays a positive approach to working with others.
Encourages other team members. Cooperates with and supports others.
Actively participates to ensure project success.
Completes team project responsibilities independently and effectively.

Advanced

Recognizes that all teams do not operate in the same way, adapts their working style/method to achieve results.
Where appropriate, passes constructive feedback to colleagues.
Volunteers and participates in team projects and/or committees.
Demonstrates initiative in solving unexpected problems associated with projects and daily work.

Expert

Encourages teamwork across units/departments and locations.
Commits time and resources to team-based projects.
Serves as a role model and coaches others in building strong working relationships.
Places the team agenda ahead of personal goals.
Creates an environment where everyone feels safe to actively participate.

Examples of Activities for Development:

Facilitates a group discussion with team members to solve a problem in the unit/department.
Each week, volunteers to help at least one person in the unit/department.
Identifies a critical issue within the unit/department. Volunteers to take lead to solve the problem that involves people from different unit/departments.
Keeps records of involvement in committees, meetings, and informal team activities. Works to increase involvement and keep track of your progress.
Identifies a current obstacle that impedes the team from working effectively. Determines the root causes and possible solutions. Shares ideas with manager. Develops a plan to implement the solutions identified. Monitors the results.

Proficient

Uses time effectively and efficiently.
Reviews daily schedule to revise, add and/or eliminate activities.
Completes work within a given timeframe.
Schedules tasks and prioritizes in order to meet deadlines, organizes and follows through on multiple tasks without prompting.

Advanced

Allots ample time for the important tasks, and balances it with urgent requests.
Foresees roadblocks and senses what will help or hinder accomplishing a goal.
Achieves goals and tasks in a timely manner, despite obstacles encountered, by organizing, re-prioritizing and re-planning.
Mitigates distractions during the workday by effectively scheduling time.

Expert

Plans schedule and chooses between the urgent and the important tasks, accommodating a broad time frame.
Considers the short, medium, and long-term while attending to a broad range of tasks.
Identifies future needs that must be incorporated into long range goals.
Instructs or coaches others in the appropriate timing for tasks.
Communicates effective techniques for tasks.

Examples of Activities for Development:

Logs time to track daily activities to determine what can be feasibly accomplished in a day, to identify distractions and/or unproductive time and to focus on activities that provide the greatest returns.
Creates a daily schedule and sticks with it.
Evaluates to-do list and organizes based on the importance of a task rather than its urgency.
Groups similar tasks together. Creates separate chunks of time for answering emails, making phone calls, filing, etc.
Focuses on the task at hand and block out all distractions.
Sets time limits on tasks instead of just working until they’re done.
Builds in buffers at work. Makes breaks a part of schedule. When finished with a task, takes time to breathe.
Identifies top two distractions and focuses on conquering those each week.
Works with manager to develop a plan for focused work time.

LABORATORY & RESEARCH OPERATIONS

Proficient

Looks at a situation/task from multiple perspectives, and breaks down problems into component parts.
Solicits relevant information in order to solve, document, and effectively communicate solutions.
Communicates solutions to coworkers to aid them on present problem solving.
Consults with decision makers, on an on-going basis, to discuss current or alternative solutions.

Advanced

Analyzes a situation/tasks and modifies/develops a new process/procedure to address all components of the task in a systematic way.
Modifies/develops plans to meet program/project needs and objectives.
Resolves problems through careful analysis; understanding of other work specialties and integrates this understanding when developing and communicating solutions.
Consults with decision-makers, on an on-going basis, to develop long-range strategic alternatives.

Expert

Identifies emerging trends and issues and make suggestions for modifications to solve current and prevent future problems.
Makes well informed decisions based on weighing options and consequences.
Understands a spectrum of one’s own work specialties and integrates these understandings to develop effective solutions.
Regularly provides competent guidance and consulting to faculty staff, and/or leadership; and consults with customers and/or peers to resolve problems.

Examples of Activities for Development:

Thinks of a recurring problem. Finds data from viable sources to support and describes the situation as well as its potential impact.
When faced with a challenge to solve or obstacle to overcome, uses a systematic approach to analyzing all the components of the situation. Once has a clear understanding of the situation, discusses the findings with someone else and determines if can clearly communicate ideas so others understand.
Engages in a group situational analysis to determine root cause of a condition and identifies possible preventative and corrective actions.
With Manager, examines a recurring problem and together gathers and analyzes data regarding the situation to determine causes and consequences, and explore solutions.
Discuss patterns or trends observed with Manager that if left unchecked could be a larger risk. Supports case with a thorough data analysis.

Proficient

Identifies, recognizes and resolves routine problems.
Researches and seeks out answers to the problem.
Utilizes brainstorming to identify solutions.
Collaborates with others to solve problems and make decisions.
Analyzes the situation by practicing active listening and communicating the problem.
Observes how others solve problems and asks questions to improve competency.

Advanced

Assesses and resolves difficult or sensitive problems through research and review of policies and procedures for the unit/department.
Makes recommendations where needed.
Anticipates immediate consequences.
Finds solutions within limited resources.
Creates relevant options for addressing problems/opportunities identified.

Expert

Anticipates and pursues difficult or sensitive issues and problems independently by collaborating with internal and external sources.
Serves as a resource for others in resolving issues and problems.
Develops resolution strategies.
Determines effective vs ineffective solutions and evaluates and/or makes changes if needed.
Can pivot as needed to get to most effective solution.
Thinks of several possible explanations or alternatives for a situation and anticipates potential obstacles and develops contingency plans to overcome them.

Examples of Activities for Development:

Asks for feedback from manager, colleagues, and/or employees regarding your problem solving skills. Devises a plan to work on problem areas.
Asks manager to increase scope of decision-making authority within own position, enabling to learn more about other areas of the unit/department
Considers alternatives for solving a problem.
Looks for a significant problem in the unit/department. Examines the background of the problem. Determines the factors that must be addressed and develops a plan to address the issue.
Makes a SWOT (strengths, weaknesses, opportunities, threats) analysis when facing a dilemma to make the proper decision.
Identifies problems brought forth by customers that were unexpected. Sees if there is a trend. Determines the root cause of the problem. Also, determines what could have been done to prevent the problem from occurring? Identifies the impact to the unit/department if the problem is not solved and identifies the impact of the alternatives that were identified.
To help discover problems from different perspectives, engages in a new activity. Identifies any new approaches or ideas gained that may be useful in generating ideas to solve problems.

Proficient

Uses time effectively and efficiently.
Reviews daily schedule to revise, add and/or eliminate activities.
Completes work within a given timeframe.
Schedules tasks and prioritizes in order to meet deadlines, organizes and follows through on multiple tasks without prompting.

Advanced

Allots ample time for the important tasks, and balances it with urgent requests.
Foresees roadblocks and senses what will help or hinder accomplishing a goal.
Achieves goals and tasks in a timely manner, despite obstacles encountered, by organizing, re-prioritizing and re-planning.
Mitigates distractions during the workday by effectively scheduling time.

Expert

Plans schedule and chooses between the urgent and the important tasks, accommodating a broad time frame.
Considers the short, medium, and long-term while attending to a broad range of tasks.
Identifies future needs that must be incorporated into long range goals.
Instructs or coaches others in the appropriate timing for tasks.
Communicates effective techniques for tasks.

Examples of Activities for Development:

Logs time to track daily activities to determine what can be feasibly accomplished in a day, to identify distractions and/or unproductive time and to focus on activities that provide the greatest returns.
Creates a daily schedule and sticks with it.
Evaluates to-do list and organizes based on the importance of a task rather than its urgency.
Groups similar tasks together. Creates separate chunks of time for answering emails, making phone calls, filing, etc.
Focuses on the task at hand and block out all distractions.
Sets time limits on tasks instead of just working until they’re done.
Builds in buffers at work. Makes breaks a part of schedule. When finished with a task, takes time to breathe.
Identifies top two distractions and focuses on conquering those each week.
Works with manager to develop a plan for focused work time.

LIBRARY

Proficient

Responds to questions within policy and procedure guidelines in assigned area(s) timely.
Uses concepts and language that are easy for others to understand.
Uses appropriate language and grammar when speaking or writing to others.
Demonstrates patience and respect with customers and peers.
Listens to instructions.
Asks necessary questions to complete assigned tasks.

Advanced

Uses method of communication most appropriate to situation and/or audience; adapts delivery based on appropriateness of situation/audience.
Conveys ideas on difficult or sensitive subjects clearly.
Provides consultation to customers or peers related to position and/or unit/department.
Accurately judges most audience needs.

Expert

Presents difficult and convoluted information articulately to explain to colleagues and/or key stakeholders regarding issues.
Explains and clarifies policies and procedures to affected parties.
Regularly follows-up to ensure understanding.
Breaks down difficult processes to communicate effectively.

Examples of Activities for Development:

Asks a colleague or manager to observe and critique listening skills when interacting with others. Works on problem areas. Before making a formal presentation, practices in front of peers. Solicits feedback and incorporates into the presentation.
Facilitates a focus group session.
Identifies situations in which you have the most difficulty being a good listener and devises a strategy to prepare for them in advance.
Leads a team meeting.
Takes and seeks opportunities to speak in front of groups (e.g., business meetings, presentations).
Writes a speech or draft an e-mail for someone in a higher leadership role in the unit/department.

Proficient

Responds promptly and accurately based on established policies and procedures.
Develops and maintains productive and collaborative work relationships.
Receives inquiries and is attentive when answering questions.
Responds in a timely manner to phone calls and email communications.
Answers frequently asked questions.
Listens and correctly responds to customer needs in a positive manner.
Seeks out answers to commonly asked questions.

Advanced

Explains the application of policies and procedures.
Identifies options and makes recommendations within established guidelines to meet competing needs.
Develops and maintains productive and collaborative work relationships in order to facilitate effective service in assigned areas and problem resolution.
Demonstrates empathy when understanding the problem and coming up with a solution.
Clarifies customer’s needs when necessary.

Expert

Anticipates problems, needs, and wants to proactively create solutions/services that go beyond fulfilling basic customer expectations and does so in a creative, unexpected way.
Acts in the best interests of the unit/department or program by aligning service delivery with customer needs.
Acknowledges the unique needs of customers and provides responsive services/answers tailored to their requirements.
Utilizes a comprehensive subject understanding to assist customers and colleagues with more detailed, difficult or sensitive situations.

Examples of Activities for Development:

Works with an especially difficult or complicated customer or problem. Works with that customer to resolve the issue.
Conducts needs assessment within unit and with customers to determine and address possible service gaps to improve satisfaction with current services.
Works with other employees to determine the ‘the most asked about’ or ‘most frequent issue’ facing (internal or external) customers. Develops a FAQ and post for information.
Keeps a log of customer problems. Tracks whether they have been resolved and how they have been resolved. Reviews the log once a week to see if there are any unresolved problems. Devises a strategy to solve these problems.
Works to decrease the time to solve customer problems. Keeps a log that demonstrates improvements in response time.

Proficient

Prioritizes and organizes work for oneself to meet designated deadlines.
When competing priorities exist, seeks direction from more senior colleagues.
Carries out activities in an orderly and well-structured manner and pays attention to detail.
Lets people know if things get delayed.
Informs the team and others of progress.

Advanced

Assesses and reassesses priorities for oneself as required.
Resolves competing priorities on own.
Identifies the need and provides support to others to enable delivery.
Monitors progress on processes and resources for activity to ensure deadlines are met.

Expert

Identifies critical tasks and deliverables, and obtains or organizes necessary resources and support to achieve operational objectives for the activity or unit/department.
Finds efficiencies in current processes through increased organization and prioritization.
Recommends more efficient processes.
Adjusts plans to take account of changes in circumstances.

Examples of Activities for Development:

Asks co-workers for feedback on how you plan projects. Asks them what it is that you do well and what you could do better with regards to project planning.
Creates reverse work plans, listing projects and goals for the year. Includes the various stages, the people responsible, other people working with or who need to be informed, and deadlines. Ensures goals and projects are achieved.
Makes a master list of the tasks needed to accomplish, ranks by priority. Crosses then off as completed to see how close getting to completing priority tasks.
Blocks off time every week for projects and tasks. Uses Outlook or similar tool to manage time and priorities.
Asks for feedback from a trusted colleague regarding situations where good planning has been demonstrated and others that were less effective. Determines impact on the unit/department and ways to improve.

STUDENT/PROGRAM SERVICES

Proficient

Responds promptly and accurately based on established policies and procedures.
Develops and maintains productive and collaborative work relationships.
Receives inquiries and is attentive when answering questions.
Responds in a timely manner to phone calls and email communications.
Answers frequently asked questions.
Listens and correctly responds to customer needs in a positive manner.
Seeks out answers to commonly asked questions.

Advanced

Explains the application of policies and procedures.
Identifies options and makes recommendations within established guidelines to meet competing needs.
Develops and maintains productive and collaborative work relationships in order to facilitate effective service in assigned areas and problem resolution.
Demonstrates empathy when understanding the problem and coming up with a solution.
Clarifies customer’s needs when necessary.

Expert

Anticipates problems, needs, and wants to proactively create solutions/services that go beyond fulfilling basic customer expectations and does so in a creative, unexpected way.
Acts in the best interests of the unit/department or program by aligning service delivery with customer needs.
Acknowledges the unique needs of customers and provides responsive services/answers tailored to their requirements.
Utilizes a comprehensive subject understanding to assist customers and colleagues with more detailed, difficult or sensitive situations.

Examples of Activities for Development:

Works with an especially difficult or complicated customer or problem. Works with that customer to resolve the issue.
Conducts needs assessment within unit and with customers to determine and address possible service gaps to improve satisfaction with current services.
Works with other employees to determine the ‘the most asked about’ or ‘most frequent issue’ facing (internal or external) customers. Develops a FAQ and post for information.
Keeps a log of customer problems. Tracks whether they have been resolved and how they have been resolved. Reviews the log once a week to see if there are any unresolved problems. Devises a strategy to solve these problems.
Works to decrease the time to solve customer problems. Keeps a log that demonstrates improvements in response time.

Proficient

Knows what is expected of one’s own role and how this contributes to the objectives of the unit/department.
Understands policy and procedure within the unit/department.
Knows broadly what services are available within the University.
Keeps up to date with developments in one’s own unit/department.

Advanced

Understands and keeps up to date, at a broad level, with the key functions of other major areas within the University that are related to one's work.
Understands the goals of the unit/department and encourages others to understand the unit/department’s goals.
Provides advice, information and direction to others to support the achievement of unit/department goals.

Expert

Analyzes and develops ideas as it relates to future plans or vision of the unit/department.
Contributes to developing the strategy within the unit/department.
Identifies and seeks collaboration with others to advance unit/department goals.
Understands and keeps up to date, with the key functions of other major areas within and outside the University that are related to one's work and unit or program.

Examples of Activities for Development:

Lists the long-term goals of position. Establishes short-term goals that will help to achieve the long-term goals. Monitors the achievement of both.
Identifies the key objectives which responsible for. Determines strategies for achieving objectives. Records the various tactics or methods utilized to achieve objectives.
Discusses opportunities and challenges that could result in long-term benefits. Determines how these fit into the strategic plan.

Proficient

Uses time effectively and efficiently.
Reviews daily schedule to revise, add and/or eliminate activities.
Completes work within a given timeframe.
Schedules tasks and prioritizes in order to meet deadlines, organizes and follows through on multiple tasks without prompting.

Advanced

Allots ample time for the important tasks, and balances it with urgent requests.
Foresees roadblocks and senses what will help or hinder accomplishing a goal.
Achieves goals and tasks in a timely manner, despite obstacles encountered, by organizing, re-prioritizing and re-planning.
Mitigates distractions during the workday by effectively scheduling time.

Expert

Plans schedule and chooses between the urgent and the important tasks, accommodating a broad time frame.
Considers the short, medium, and long-term while attending to a broad range of tasks.
Identifies future needs that must be incorporated into long range goals.
Instructs or coaches others in the appropriate timing for tasks.
Communicates effective techniques for tasks.

Examples of Activities for Development:

Logs time to track daily activities to determine what can be feasibly accomplished in a day, to identify distractions and/or unproductive time and to focus on activities that provide the greatest returns.
Creates a daily schedule and sticks with it.
Evaluates to-do list and organizes based on the importance of a task rather than its urgency.
Groups similar tasks together. Creates separate chunks of time for answering emails, making phone calls, filing, etc.
Focuses on the task at hand and block out all distractions.
Sets time limits on tasks instead of just working until they’re done.
Builds in buffers at work. Makes breaks a part of schedule. When finished with a task, takes time to breathe.
Identifies top two distractions and focuses on conquering those each week.
Works with manager to develop a plan for focused work time.

CUSTOMER SERVICE

PROBLEM SOLVING

TIME MANAGEMENT

CUSTOMER SERVICE

PROBLEM SOLVING

TIME MANAGEMENT

PLANNING AND ORGANIZATION

PROBLEM SOLVING

TEAMWORK/COLLABORATION

COMMUNICATION

ATTENTION TO DETAIL

STRATEGIC THINKING

PLANNING & ORGANIZATION

PROBLEM SOLVING

ANALYTICAL/CRITICAL THINKING

RELIABILITY/DEPENDABILITY

TEAMWORK/COLLABORATION

TIME MANAGEMENT

ANALYTICAL/CRITICAL THINKING

PROBLEM SOLVING

TIME MANAGEMENT

COMMUNICATION

CUSTOMER SERVICE

PLANNING & ORGANIZATION

CUSTOMER SERVICE

STRATEGIC THINKING

TIME MANAGEMENT