Foundation Level Competency Model

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1 Change Manager Foundation Level Competency Model The Change Manager Foundation competency model sets an independent industry benchmark for ENTRY LEVEL change management practitioners. This competency model was developed from the results of two years of research across 29 countries. The first draft was developed using interview and survey data from experienced practice leads, change managers, employers and academics. It was reviewed by a range of critical stakeholders from across Australasia, UK and US. We are always looking at ways of improving our frameworks and resources so if you have any comments please send them to The strategic role played by Senior Change Managers on larger projects has resulted in the need to create a career path within the change management profession. CMI has therefore extended its competency framework and accreditation process to reflect this. Change Manager Foundation level Change Manager Master level

2 Change Manager Foundation Level Competency Model 2 The larger the project, the more likely it is that a foundation level Change Manager (commonly referred to as a Change Management Analyst within organisations) will be required. For example: Small impact project Medium impact project Large impact project 1 change manager 1 change manager and 1 foundation level change manager 1 change manager and 2 or more foundation level change managers This set of behavioural competencies is meant to reflect the role as it most commonly appears. As with all CMI standards the competencies will be reviewed over time, as the role evolves and is embedded in change projects. The reader will note that the competency titles in this model are largely a subset of those in the more advanced Change Management Practitioner (master level) competency model. Both roles have the same overall objective of successful and embedded change - it is in the level of responsibility and the depth of experience that the two roles differ. Note: Our research showed that someone in this role is often expected to take on administration and data analysis tasks but these do not form the core of the responsibilities of a Change Manager and so are not reflected in the model. Definitions Change Manager Foundation level The foundation level Change Manager understands the principles and actions underpinning successful implementation of workplace change. They have the skills and knowledge required to provide support to the master level Change Manager in the analysis, planning, administration and implementation activities of a change programme. The role can be seen as a stepping stone to that of Change Manager Master. Behavioural Competencies Clusters of observable behaviours that are related to success in a given role.

3 Change Manager Foundation Level Competency Model 3 Format for displaying competencies 1. Skill Topic Area 2. Definition of Skill Topic Area 3. Indicative Behaviours for each Skill Topic Skill Topic Areas Facilitating Change... 4 Impact Assessment... 4 Thinking and Judgement... 5 Influencing Others... 5 Project Management... 6 Communicating Effectively... 6 Self Management... 7 Facilitation Meetings... 8 Professional Development... 8 Specialist Expertise Training... 9 Specialist Expertise Communication Note: The skill topic areas are almost the same for both the Change Manager Foundation and Change Manager Master. It is the depth and breadth of experience that is different and this is reflected in the levels of behaviours.

4 Change Manager Foundation Level Competency Model 4 Facilitating Change The consideration of each change individually and the planning of the most appropriate approach to the situation. Principles of Change The Environment Change Readiness Understands that each change is different, and develops an approach and plans to suit the particular situation Consistently remains open to ideas, supports and uses good ideas to solve problems and address issues Can appreciate when stakeholders are impacted by other changes concurrently and works successfully within that context Understands the meaning and importance of change readiness and works with Change Manager to ensure an integrated approach to impacted employees Understands the tools, methodology and models used in managing change Impact Assessment The identification of impacted stakeholder needs in the areas of training and communication. Project Roles Change Impact Tools Understands the various roles in the project team and can draw on their expertise where needed Able to define a draft current state and future state for impacted stakeholders by referring to relevant project sources and documents e.g. Business Requirements and Process Flow documents Understands the role of changed business processes in the development of training requirements Impact Analysis Can read business process documentation and draw on it to inform the Impact Assessment Able to accurately define the term Impact Analysis and understand the importance of its role in a change project Works with Change Manager to confirm all impacted stakeholders are identified Can prepare a comprehensive Impact Analysis document, detailing impact by department, team and individual Training Needs Confirms accuracy of Impact Analysis document details with impacted stakeholders and business owners, making changes as required Uses the Impact Analysis to prepare a strategy document on training needs for all impacted stakeholders

5 Change Manager Foundation Level Competency Model 5 Thinking and Judgement The application of logic and thinking processes to analyse situations and problems and identify appropriate solutions and plans. Analytical Thinking Research Holistic Perspective Decision Making Works systematically to resolve problems, identify causes, anticipate implications and make informed decisions Can apply knowledge to new situations Can use quality research methods to gain information required for the training and communication components of the change Can maintain a holistic perspective, big picture, rather than only positional or functional viewpoints Acknowledges and allows for other changes impacting stakeholders Makes timely decisions Sets priorities based on adequate information Develops comprehensive solutions and plans Recognises own capability and knows when to escalate an issue Influencing Others The effective exploration of alternatives to reach outcomes that gain the support and acceptance of others. Customer/ Stakeholder focus Professional Presence Networking Interpersonal Style Gains commitment through consultation and consideration of the impacts on others Convincingly displays a credible presence and positive image Develops other people s confidence in self through consistent action, values and communication Forms networks and relationships of benefit to the team and stakeholders Adopts appropriate interpersonal styles and techniques to gain acceptance of ideas or plans Demonstrates the ability to challenge stakeholder thinking if needed

6 Change Manager Foundation Level Competency Model 6 Project Management The application of knowledge, skills and tools required for completion of project activities in line with the Change Management plan timeline. Plan Development Monitor and Management of Progress Cost Management Review Project Outcomes Provides input to the Change Management component of the Project plan, based on assigned responsibilities Gains agreement from Change Manager on success measures, key milestones and dates Considers possible constraints when selecting options for the plan: resource availability, timing and budget Provides as input to the Change Management component of the Project plan Communicates progress to Change Manager on a regular basis Provides Change Manager with input for the regular Status Report Promptly alerts the Change Manager to changes impacting the Analyst s timeline and plan Works with Change Manager to accurately estimate the costs involved for change management activities under the responsibility of the Change Management Analyst Reviews and reports on outcomes and success measures. Uses learning to enhance effectiveness of future projects Communicating Effectively The building and maintaining of open, collaborative and reciprocal relationships with others Relationship Building Empathy Oral Communication Written Communication Effectiveness of Communication Understands collaboration and how to develop it in relationships Actively supports teamwork through collaboration and effective relationships Is attentive to cues (e.g. body language), and responds appropriately Can relate to people and listen effectively to their viewpoint Uses open questions and active listening to ensure individuals/situations are clearly understood Expresses ideas clearly in documents which have structure, grammar, language terminology appropriate to the needs of the audience Plans communication that is clear about purpose, desired outcomes, key messages and audience needs Uses the expertise of subject matter experts when designing communications and presentations

7 Change Manager Foundation Level Competency Model 7 Self Management The assumption of full accountability for own performance in achieving change management outcomes. Personal Responsibility Prioritisation and Time Management Resilience Flexibility Emotional Intelligence Assumes accountability for own role, consistently aiming for high performance Accepts responsibility for own choices, actions, non actions, successes and failures Understands own limitations and seeks expert assistance where this would ensure the best outcomes Correctly prioritises multiple activities so as to meet diverse and sometimes conflicting deadlines Stays focused under pressure Deals with setbacks and bounces back from failure, learns from experience and adjusts behaviour where necessary Modifies behaviour to deal effectively with changes in the work environment, readily tries different approaches appropriate for new or changed situations Works effectively and remains focused during periods of ambiguity Understands the impact their actions have on others and adjusts approach where necessary Effectively identifies and responds to emotions in others

8 Change Manager Foundation Level Competency Model 8 Facilitation Meetings The effective guidance of a group to appropriate and useful outcomes, in a constructive and timely manner Design Participatory Environment Structure Process Has a clear vision of the purpose and outcomes of the session agreed with the client if appropriate Allocates time appropriately, realistically and effectively Able to create and sustain a participatory environment to gain involvement/participation of group members Provides structure to meetings in terms of agenda, discussions, decision-making, format and physical environment arrangement Takes responsibility for developing, communicating, monitoring and maintaining the structure of session Monitors the event to ensure that agreed outcomes and timelines are met Tactfully refocuses the group back to the session purpose and agenda item when needed Can bring events to closure by summarising actions, decisions, time frames and responsibilities Professional Development A continuing effort to gain more knowledge, develop more effective skills and promote the profession of change management. Knowledge Skills Promotion of Change Management Proactively seeks out up-to-date information which can be applied to the role Seeks feedback as input to professional development plan Focuses skill development on under developed areas Is able to provide simple explanations for the different aspects of change management in order to educate others

9 Change Manager Foundation Level Competency Model 9 Specialist Expertise Training The design, preparation and roll out of training solutions for all impacted stakeholders Needs Identification Training Design Liaises with subject matter experts ( e.g. Business Analyst(s), to confirm understanding of changes to existing business processes Draws on Business Requirements and Impact Assessment documents to prepare a strategy document on high level training needs of all impacted stakeholders Assesses training requirements of each stakeholder group Demonstrates an understanding of adult learning principles Identifies appropriate learning solutions for each impacted group and coordinates their development Where practicable, uses existing learning frameworks to deliver training e.g. online learning Training Plan Solutions Testing Solutions Delivery Evaluation Sustainability Ensures impacted stakeholders understand and can comply with the training design Makes recommendations for resource and budget requirements, depending on complexity of training and number of individual stakeholder groups Ensures change management project plan reflects all steps for the delivery of training Where there is an systems change involved, liaises with IT project team regarding outcomes and process changes resulting from the solutions testing (where appropriate) Uses information gained from solutions testing to finalise training material Works with business owners and subject matter experts to ensure implementation plans are in place for training rollouts to all impacted stakeholders Monitors the rollout of training for all stakeholders, according to the project plan Ensures results of training are evaluated and provides reports and updates to Change Manager and key stakeholders Based on the evaluation, arranges for alterations to be made to existing training materials if required Ensures up to date training materials from the project are provided to stakeholders and relevant departments e.g. Human Resources

10 Change Manager Foundation Level Competency Model 10 Specialist Expertise Communication The implementation of a communications strategy based on the communications plan prepared by the Change Manager. Design and Draft Implementation Evaluation Online Q&A Identifies existing communication channels in the organisation. Where possible works with existing communications people and processes to provide a seamless communication plan for impacted stakeholders Works with the change manager to finalise stakeholder needs, communications plan and timetable Monitors timetable and ensures all planned communications are sent Identifies opportunities to address resistance through communication and liaises with change manager Monitors reaction to communication. Recommends changes based on feedback Understands the value of a site to answer impacted stakeholder s questions regarding the project especially in the event of a major change Prepares a Q&A site and communicates its purpose to stakeholders and project team members Develops a list of subject matter experts and liaises with the appropriate person when answering questions online

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