SPA PERFORMANCE MANAGEMENT PROGRAM GENERAL COMPARISON OF EXPECTATION LEVELS FOR ORGANIZATIONAL VALUES

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1 (N) (M) (E) Performance consistently does not meet documented expectations and measurements in this area. Performance consistently meets documented expectations and measurements in this area. Performance consistently exceeds documented expectations and measurements in this area. The employee often does not perform the job at the level expected for this position in terms of quantity, quality, timeliness, cost, and customer satisfaction due to the employee s lack of effort or skills. An employee performing at this level does not demonstrate sufficient knowledge of the duties and responsibilities or sufficient ability to sustain a level or work to meet the business needs of the organization. The employee regularly does work at the level expected for this position and consistently meets what is expected in terms of quantity, quality, timeliness, cost, and customer satisfaction due to the employee s own effort and skills. An employee performing at this level possesses strong core knowledge of the duties and responsibilities and demonstrates general proficiency in the work in order to meet the business needs of the organization. The employee consistently does work going far beyond the level that is expected for this position in terms of quantity, quality, timeliness, cost, and customer satisfaction due to the employee s own effort and skills. An employee performing at this level demonstrates a mastery of the duties and responsibilities and repeatedly makes exceptional or unique contributions to the organization beyond what is necessary to meet the business needs of the organization. Supervisor frequently finds it necessary to continue to address performance issues with an employee, often requiring additional resources (time, additional staff, etc.) to be allocated in order to meet business needs. Supervisory attempts to encourage performance improvement have been unsuccessful and may have resulted in disciplinary action. The employee is responsive to guidance and feedback from the supervisor such that only moderate oversight is required to ensure sufficient work is being accomplished. The employee s work performance is consistently characterized by exceptionally high quality work that leaves little or nothing to be desired. The supervisor has confidence that work will be accomplished exceptionally well with minimal oversight. An employee performing at this level may be readily recognized by the organization as struggling or failing to contribute effectively to the organization s mission. An employee performing at this level should be readily recognized by the organization as generally dependable and making an effective contribution to the organization s mission. An employee performing at this level is readily recognized by the organization as an outstanding contributor to the organization s mission. Rev Page 1 of 8

2 Produces work that lacks sufficient detail and/or analysis to meet the requirements of the position and/or lacks the professional knowledge expected and necessary in the position. Produces work that is accurate, thorough, and demonstrates sufficient analysis and decisionmaking to meet the requirements of the employee s position and profession. Produces work that shows strong attention to detail and thorough analysis. The employee is highlyskilled in the profession and applies sound critical and creative thinking to address work issues. Errors are frequent or regularly recurring, requiring additional time and effort to correct. Mistakes are more visible to clients and may disrupt service significantly. Errors are infrequent, are recognized prior to completion of project, and/or are corrected as soon as identified with little to no disruption of service. Errors are extremely rare. The employee has put methods in place to ensure independently that content is correct prior to completion of tasks. QUALITY OF WORK Generally fails to maintain sufficient inventory, is inefficient or wasteful in use of resources, and/or makes mistakes requiring work to be redone, which may result in delays or additional costs. Makes efficient and appropriate use of materials resulting in sufficient cost effectiveness and little to no waste of resources. Anticipates resource needs, monitors use regularly, proactively takes approved steps to minimize waste of resources and sustain appropriate levels of inventory. Necessary documentation of work is missing, incomplete, or is not readily understandable to others for effective use. Adheres to requirements for recordkeeping and documentation of work in a manner readily understandable to others and sufficient for effective use by self and others. Documentation is thorough, clear, and easily understandable to others for effective use. Documentation provides additional detail and addresses nuances and exceptions that may not be apparent to others. Rev Page 2 of 8

3 Often misses deadlines or does not complete assigned volume of work. Completes required volume of work by established deadlines. Consistently completes required volume of work in advance of stated deadlines. Often is inflexible when faced with competing or changing priorities or is unable to adapt to changes as they occur. Has difficultly in organizing work flows or determining priorities. Sufficiently prioritizes tasks and organizes work flows. Adapts to work changes and re prioritizes appropriately. Highly adaptive to change, anticipates possible difficulties in completing assignments and prepares for ways to address them to keep work flows operating effectively, finds creative and appropriate solutions to ensure work is accomplished. TASK MANAGEMENT Supervisor and other relevant parties regularly must request updates on the status of assigned work, sometimes several times, before receiving it. Generally fails to keep management informed of work concerns prior to necessary deadlines. Provides sufficient updates to supervisor and other relevant parties on the status of assigned work. Appropriately escalates work concerns to management when warranted. Proactively provides updates to supervisor and other relevant parties on the status of assigned work and rarely needs to escalate concerns to management. If escalation is necessary, consistently provides clear and full information so that management can easily determine appropriate action. Requires frequent oversight or assistance to ensure that tasks are completed as assigned, which may result in work regularly being distributed to other employees for completion. Does not require an excessive degree of oversight or correction. Does not place an undue burden on supervisor or colleagues to complete assigned tasks. Highly self sufficient in managing their work such that minimal oversight is required. Rarely needs the assistance of others to complete their assigned tasks. Regularly serves as a resource to others in completing their assignments. Rev Page 3 of 8

4 Frequently fails to follow work unit rules for planned or unplanned leave requests, call in/call out procedures, and changes to work schedule. Follows work unit rules for time and attendance, including established procedures for calling out, requesting leave, or requesting changes to work schedules. Consistently adheres to procedures for calling out or requesting leave or schedule changes and regularly provides earlier notice than required. Frequently fails to record work hours and/or leave in the TIM system as required, resulting in frequent corrections to data entry by others. Accurately records leave and (for FLSA non exempt employees) work time in the TIM system as required. Corrections to time records are infrequent. Consistently adheres to data entry requirements in the TIM system. Consistently provides supervisor and TIM Administrator clear information in advance for actions the employee cannot enter. WORK SCHEDULE & ATTENDANCE Frequently fails to adhere to assigned work schedule, including early departures, late arrivals, and frequent/extended breaks. Often conducts non work activities during work hours and/or keeps others from performing their duties. Adheres to work schedule and stays productive and focused on assigned tasks during work hours. Consistently adheres to work schedule and takes advantage of lulls in the work cycle to assist others or thinks creatively to find other approved work to perform for the betterment of the work unit. Absences are frequent enough to place an undue burden on supervisor or colleagues. Violates attendance policy (if applicable). Frequently fails to coordinate absences with clients, supervisor, or colleagues, resulting in work disruption, client dissatisfaction or confusion. Absences are minimized and do not place an undue burden on supervisor or colleagues. Consistently takes operational needs into consideration for planned absences to minimize disruption to service. Communicates in advance of absence with supervisor, colleagues, and clients and organizes work to ensure operational needs can be met effectively in their absence. Rev Page 4 of 8

5 Often provides inaccurate or unclear information and fails to provide information appropriate to the target audience. Clearly and accurately conveys information in a manner suitable for the target audience. Anticipates customer needs and concerns and presents information in ways most readily understandable to customer. CUSTOMER ORIENTED COMMUNICATION Frequently fails to understand customers concerns or provide them an opportunity to express concerns. Does not regularly maintain a professional and respectful tone and may react inappropriately in sensitive or confrontational situations. Actively listens to determine the most effective way to address customer needs and concerns. Maintains a professional and respectful tone and exhibits diplomacy when dealing with sensitive or confrontational situations. Consistently exhibits an engaged interactions with customers such that the customer leaves the interaction confident that their needs and concerns have been heard. Regularly takes additional effort to understand customers and organizational relationships to better anticipate customer needs. Tone, style, words, and body language often diffuse confrontational situations and restore a positive tone to conversations. Behavior, gestures, and speech often appears unfriendly or apathetic to customers and other members of the public and University community and may impact the public image of the University. Behavior, gestures, and speech present a positive image of the University to customers. Consistently takes additional effort in interactions with the public and others in the University community to ensure that they have a positive image of the University. Frequently builds and sustains relationships with others to further positive working relationships for the University. Rev Page 5 of 8

6 Often lacks open and honest communication with colleagues and often does not demonstrate respect for diversity and differing points of view among colleagues. Communicates and engages directly, clearly, and tactfully with colleagues and demonstrates respect for diversity and differing points of view among colleagues. Fosters positive relationships with and among colleagues and supervisor. Champions respect for diversity and seeks out differing points of view. Reluctant to share knowledge and resources to reach common goals. Often complains or points to problems without providing alternatives or solutions. Resists business decisions in the unit, which may damage morale in the unit. Shares knowledge and resources to reach common goals. Provides feedback and healthy dialogue on performance and operational issues, as requested. Willingly adapts to change and adheres to decided actions. Willingly provides knowledge and assistance to others. Approaches operational issues creatively and often suggests innovative solutions to resolve operational issues. Encourages others to participate in discussion and adapt to change. TEAMWORK & COLLEGIALITY Fails to maintain a professional appearance or adhere to unit requirements for workplace dress. Fails to contribute equitably to maintaining workplace appearance. Maintains a professional personal appearance and contributes equitably to maintaining the workplace appearance. Personal presentation shows an awareness of its positive effect on working relationships. Consistently keeps workspace orderly and accessible. Regularly takes initiative to maintain or enhance appearance of shared workspace. Reluctant to perform additional duties when team members are absent, during times of increased workload, or as otherwise requested by management to meet business needs. May refuse or may frequently complain about having to perform such tasks. Honors commitments, adheres to workplace rules, and performs additional duties when team members are absent, during times of increased workload, or as otherwise requested by management to meet business needs. Maintains a strong awareness of workload balance and actively volunteers when assistance is needed to meet operational needs. Offers creative strategies for handling additional workload effectively. Rev Page 6 of 8

7 Violates University personnel policies or fails to report violations as required. Negligently or willfully causes or contributes to violations of confidentiality protections. Complies with University personnel policies, including adherence to prohibitions on harassment, discrimination, and workplace violence, and protection of confidentiality of personnel records for employees, students, research subjects, patients, and others as required. Appropriately reports violations of personnel policies. Consistently takes additional measures to ensure confidentiality of records and information. POLICY COMPLIANCE Violates departmental policies and procedures. Negligently or willfully causes or contributes to violations of standards and regulations established by external bodies associated with the position. Complies with departmental policies and procedures, as well as trade standards, industry protocols, state and federal regulations, and the professional ethics associated with the position. Effectively maintains expertise in application of policy and practice to their work. Anticipates how changes in policies will affect work unit. Advocates for higher standards of practice within work unit. Fails to complete required safety training or comply with required use of personal protective equipment. Negligently or willfully causes or contributes to an accident/injury or fails to report an accident/injury. Complies with all University safety requirements for the position, including training, medical clearance, use of personal protective equipment, and injuries/illness reporting and medical treatment. Champions safety compliance and actively works to ensure workplace safety in work unit. Completes required training, sustains strong knowledge of requirements, and reports accident/injury as required. Negligently or willfully causes or contributes to violations of IT security protocols. Inappropriately uses University IT, physical, and financial resources. Complies with all other University policies, including IT security protocols and appropriate use of University information technology, property, and financial resources. Maintains knowledge of University policies beyond what is necessary for their position. Ensures that University resources are used appropriately. Rev Page 7 of 8

8 Fails to adequately apply assigned resources, which may result in budget overages, wasteful use of resources, or excess burden on staff due to sustained vacancies, poor hiring decisions, or improper organizational structure. Provides adequate stewardship of assigned resources, including budget, space, equipment, and staffing. Advocates for necessary resources to develop, maintain, and improve service delivery. Leverages resources strategically and creatively to maximize benefits to work unit and University. Applies sound business practices to attract and retain talent. SUPERVISION (if applicable) Fails consistently to provide and clearly communicate goals and expectations to staff. Oversight may be insufficient to ensure work objectives are being met or may fail to recognize or address workload imbalances. Fails to address performance deficiencies or apply performance management processes and techniques appropriately. Plans and communicates unit goals and objectives. Provides clear and reasonable direction regarding assigned duties. Distributes work appropriately within unit. Provides candid, timely, and constructive feedback on performance and behavior. Applies appropriate corrective action as warranted. Attends to employee development. Provides clear vision and objectives that foster work unit development. Actively and regularly engages with staff to identify and address operational concerns. Leverages talent in work unit to maximize benefit to the organization. Sustains interactive feedback with staff throughout cycle. Maximizes performance management process and techniques to develop, sustain, and broaden employee talent, growth, and effectiveness. May hold employees to different standards than they apply to themselves. Generally unaware of, or unresponsive to, the relational dynamics within the work unit. Serves as role model. Engenders trust, commitment, and civility. Fosters respect for diversity within work unit. Responsive to feedback from subordinates and others. Leads by example. Fosters a positive work environment that encourages innovation and creativity. Invests time and energy to engender team cohesiveness. Applies feedback constructively. Rev Page 8 of 8