Basic Skills

Subject Area Disciplines Competencies by Skill Levels
Level I Level II Level III Level IV
Understanding Written Material Reading Reads and understands written information at a 8th grade level Reads at a 12th grade level and understands plans and specifications Reads and understands written information at a college Sophomore level Reads and understands written information at a college Senior level
Written Communication Writing Correctly communicates in writing at a 8th grade level Correctly communicates in writing at a 12th grade level Uses proper writing techniques in business writing Uses proper writing techniques in business and document writing
How to Sharpen Your Business Writing Skills
Basic Operations Math Performs basic math computations at an 8th grade level Performs advanced math calculations and algebra equations Performs trig. calculations and has an understanding of statistics Performs statistical quality control
Advanced Math
Listening Skills for Successful Communication Verbal Communication Listens to and interprets verbal messages Understands how to present materials to adults Makes skilled presentations Makes skilled presentations
Basic Communication Skills Expresses ideas effectively Instructs others Understands how to present materials to adults and can instruct others Understands how to work with the media
Instructor Development.
Presentation Skills
Dealing with the Media

Thinking and Learning Skills

Subject Area Disciplines Competencies by Skill Levels
Level I Level II Level III Level IV
I/II/III/IV – Problem Solving Tools Problem Solving Recognizes signs of problems and uses basic problem solving techniques Recognizes problems and uses quality problem solving tools to resolve problems Implements solutions using process improvement techniques to resolve problems Coordination of the team problem solving including, but not limited to, prioritization of problem solving
Creative Thinking Creativity and Innovation Uses basic skills to resolve issues with tools at hand Initiates new concepts and ideas Creates a climate for creative thinking and innovation. Initiates new concepts and ideas
Creates a work environment that encourages creative thinking and innovation.
Decision Making Decision Making Follows a basic decision making process Specifies goals and constraints and chooses best alternative Using a decision process and tools, leads self or team to most appropriate decision Encourages decision making at the appropriate level and monitors for consistency.
Continual Learning Continual Learning Grasps new information, masters new knowledge Seeks new sources of information to expand knowledge, skills and abilities; Integrates Knowledge, skills and abilities into work processes; Recognize opportunities for improvement in their work team Support the environment which encourages continual learning at all levels and provides the resources.
Seeks feedback from others
External Awareneness External Awareness Has basic knowledge of your customer base Has a basic understanding of the political process Able to interpret the organizational political climate to others Knowledgeable of national policies, economics, and social trends
Understands near-term and long-range plans
Strategic Thinking Understand the organization’s strategic plan and their role for implementing it within the organization Assumes a lead worker role in their team implementing the strategic plan Participate in the development of an organization’s strategic plan Examines policy issues and strategic planning with a long-term perspective

Personal Qualities

Subject Area Disciplines Competencies by Skill Levels
Level I Level II Level III Level IV
Work Place Behavior Work Habits/Image Has positive attitude toward themselves and others Understands why work habit and image are important for self and team Understands professionalism on the job and deals professionally with public and coworkers Instilling work habits and image in others and leads by example
Professional Image Willingness to learn and accept responsibility
Well groomed and good personal hygiene
Interpersonal Skills Interpersonal Skills Responds appropriately to needs, feelings, and capabilities of people Responds, receives and gets information in a positive manner Responds to needs and feelings in an empathic way Mentoring others in the development of their interpersonal skills
Managing Multiple Priorities Time Management Practices basic time management and uses some time management system Completes short and long term projects on time Effectively manages meetings and projects with proper preparation Establishes the expectations of an official workforce for time management
Conducting Meetings Prioritizes work
Stress Management Stress Management Understands what stress is and how it may work for them Effectively balances competing demands by taking healthy steps to manage demands Effectively balances the work, organization and home life Coaches others to develop effective stress management techniques. Understand organization support which is available for employees.
Ethics in the Workplace Ethics Adheres to high standards of integrity; Practices ethical behaviors and expects it of others Adheres to high standards of integrity; Practices ethical behaviors and expects it of others Evaluates potential conflicts of interest which exist in the work force. Responsibility for everyone else. Recognizes and avoids appearances of impropriety.
Flexibility Flexibility Is open to change Able to adjust daily plan and reorganize projects Able to adjust resources to the new plan Creates an environment where flexibility is encouraged and demonstrated.
Adjusts to new situations
Service Motivation Service Motivation Customer service is a way to do business Expects a high quality of customer service from team Encourages others to a high quality of service and leads by example. Creates an environment where quality customer service is encouraged and demonstrated.
Vision Vision Understands the organization’s vision Uses basic processes to reinforce organization vision Influences others to translate vision into action Develops the vision and establishes the implementation expectations.
Accountability Accountability Holds oneself accountable for rules and responsibilities Holds self and team accountable for work Accountable for work, resources, budget of team Responsible that projects are completed in a timely manner and within budget
Financial Management Financial Management Making good decisions on utilization of resources Manages resources to stay within the budget Understands financial management Creates budgets and monitors progress towards meeting them.
Budgeting Administers budget for program
Manages contracting
Technology Management Technology Management Has basic technological skill appropriate for the job Uses skills to improve job performance Integrates technology into the workplace Creates environment which supports the innovative use of new technologies.
Understands impact of technological changes
Organizational Dynamics Organizational Dynamics Has knowledge of basic workings of the organization Able to navigate the organizational system to get resources and work done Identifies the internal and external dynamics of the organization Development of the organizational structure and the interworking of the organization.
Project Management Project Management Understand role in the project Understands the role of team in the project and can manage resources Understands the fundamentals of managing a project, completes and delivers projects. Project sponsorship and establishes the project goals.

Working with Others

Subject Area Disciplines Competencies by Skill Levels
Level I Level II Level III Level IV
Positive Approaches to Difficult People Human Resources Management Work place conduct – recognizing what is and is not acceptable (understanding work rules) Works to prevent potential situations that could result in confrontations; Resolves disagreements; understands employment laws and organizational polices to apply them Assesses current and future staffing needs Sets policy and reviews on-going for improvement opportunities, handles higher level impact/ organizational HR determinations
Conflict Management Administering the interviewing, hiring, discipline and grievance process, partnership with the unions
Human Resources Management
Hiring Process
Sexual Harassment Harassment Recognize what constitutes sexual harassment Understand the process for administering sexual harassment complaints Understands supervisory responsibilities in dealing with sexual harassment; ensures harassment training is administered within the agency Establishes organizational policy in compliance with the law
Preventing Sexual Harassment for Supervisors Know rights as an employee and the legal consequences of harassing
Preventing Discrimination Discrimination – modify harassment to fit here Understand discriminatory communications and behaviors in the workplace Understand employment related laws affecting discriminatory communications and behaviors in the workplace Understand employment related laws affecting discriminatory communications and behaviors in the workplace Understand employment related laws affecting discriminatory communications and behaviors in the workplace
Preventing Discrimination for Supervisors
Valuing Diversity in the Workplace Diversity Recognizes the value of cultural, ethnic, gender, and other individual differences Understands the special needs of employees in the workplace and working to accommodate those needs; Promotes diversity in hiring, promotions and other organizational decisions; Establishes organizational culture of diversity
Managing Diversity Leverages the diversity to maximize workplace efficiency Provides resources to accommodate diversity needs
Disability Awareness
Equal Employment Opportunity
Team Building Teamwork Understands the role of a team and being a team member Works cooperatively with other team members; Facilitates the open exchange of ideas through teaming; Ensuring team effectiveness Creates an environment which allows teams to be successful by promoting a culture of openness and respect for fellow employees
Mentoring Provides team leadership
Facilitating for Results
Customer Service Partnering/Customer Service Understands and practices the principles of Partnering and Customer service Recognizes opportunities for further partnering and customer service enhancement; lead by example; Actively seeking out opportunities for partnership and customer service which create efficiencies for both customers and the agency Establishes a culture of customer service and partnering;
Collaborating and Building Partnerships Promotes partnership and customer service Establishes customer service and partnering expectations throughout the organization
Orientation to Supervision Leadership Leads team when supervisor not available; takes personal responsibility of work tasks; recognizes responsibility to share ideas which may influence change throughout the organization. Support front line workers when staff demonstrates leadership characteristics; Understanding of personalities and provides leadership through change management; Promoting the development of leadership skills throughout the organization Support and provide resources to ensure leadership development throughout the organization; Sets direction and provides support for organizational change
Influencing/Managing Change Influencing/Managing Change Understands the role of a supervisor
Persuades others and gains cooperation to obtain information and accomplish goals

Computer Technology Skills

Subject Area Disciplines Competencies by Skill Levels
Level I Level II Level III Level IV
Windows 2000 Traditional office software packages Utilizes traditional office software packages Understands and seeks to meet the needs of staff utilizing traditional software packages; supports the necessary training of staff Support and provide proper resources Set organizational policy on use of technology
Introduction to Keyboarding
Basic Word
Basic Excel
Lotus Notes
Inter. Excel

Health & Safety

Subject Area Competencies By Skill Levels
Level I Level II Level III Level IV
First Aid / CPR Handles emergency situations following the organization's protocols
Bloodborne Pathogens Follows the required protocol of the organization's Bloodborne Pathogen program when an exposure occurs Understands the organization's bloodborne pathogen program policies
Executes the organization's bloodborne pathogen program procedures when an exposure occurs
Good Health Lives and maintains a healthy lifestyle
Workplace Safety (OSHA) Demonstrates responsibility for maintaining a safe work environment Follows the organization's reporting processes for accidents Reports all accidents within the specified time period
Follows all safety rules and regulations Practices safe work habits Maintains a safe working environment for employees
Demonstrates proper use of PPE Identifies and eliminates hazards, encourages ideas to improve workplace safety.
Defensive Driving Uses proper driving skills