Rating Scale and Competency Definitions

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1 Rating Scale and Competency s Performance Excellence Process (PEP) Fiscal Year

2 Rating Rating Scale Description -- Too New to Rate Employee has been in the role less than 90 days. More observation required to assess. 1* - Unsatisfactory Employee's performance does not meet job requirements and is considered unsatisfactory. 2* - Needs Improvement Meets minimal standards, but falls short of expectations. Needs improvement. 3 - Fully Meets Fully meets and sometimes exceeds challenging standards, expectations, and goals. Accomplishments show competent skill, ability, and effort. 4 Consistently Exceeds Consistently exceeds challenging standards, expectations, and goals. Accomplishments show a commendable degree of skill, ability, and effort. 5 - Far Exceeds Consistently far exceeds challenging standards, expectations, and goals. Accomplishments show a stellar degree of skill, ability, and effort. *Supervisors must notify the Department of Employee and Labor Relations (ELR) of any pending performance or behavioral issues. 1

3 Service Excellence Works with individuals who use or receive the services that your unit provides, including students, the general public, faculty and staff, or entities outside the University, to assess needs, provide information or assistance, resolve concerns, and satisfy expectations; maintains a professional demeanor. Core Competencies Proactively and warmly greets students, visitors, faculty, and staff. Wears name tag consistently to be easily recognized as an FIU staff member. Displays a professional image of oneself, the unit, and the University. Projects a positive, can-do attitude. Takes personal responsibility in delivering excellent service. Demonstrates courtesy and kindness at all times. Uses telephone etiquette with a customer-focused call opening, conversation, and closing. Listens carefully, and asks questions to understand customer needs, and to uncover customer concerns or unspoken needs. When another person or unit is needed to serve the customer, provides a smooth transition to ensure the customer experience is positive. Ends each customer contact with an offer to provide additional assistance, sincere thanks, and a smile. Job Knowledge Uses knowledge that is acquired through education, formal training and/or on-thejob experience; works with, understands, and evaluates information related to the job; advises others on knowledge related to the position. Communication Effectively expresses thoughts both verbally and in written form, taking into account the audience and nature of the information; exhibits good listening skills and thorough comprehension, attends to non-verbal cues, and responds accordingly; selects appropriate communication methods to convey information. Demonstrates an understanding of knowledge specific to job functions. Exhibits ability to learn and apply knowledge to enhance the effectiveness and efficiencies of the department and University. Finds opportunities to transfer knowledge and skills to others. Keeps up with job-related developments and technology. Displays understanding of how job relates to others both internal and external to the University. Speaks clearly and effectively in groups and in oneto-one conversations. Expresses ideas clearly in written documents. Listens well and follows up with appropriate comments or questions when clarification is needed. Organizes, reviews, and edits written work for spelling and grammatical errors. Assesses situation and then uses appropriate method of communication such as , phone, and/or in-person communication. Uses appropriate nonverbal cues in communications such as body language and facial expressions. 2

4 Interpersonal Skills Shows respect, fairness, understanding, friendliness, courtesy, empathy and politeness to others in a professional manner; develops and fosters relationships; relates well to and is sensitive to cultural diversity, race, gender, disabilities and other individual differences. Core Competencies Relates to people in an open, friendly, accepting, and respectful manner. Develops professional relationships with people of all levels and styles to achieve objectives. Provides feedback to others in an appropriate manner. Welcomes feedback. Values, seeks and incorporates input from people of diverse backgrounds and experiences. Promotes the value of diversity and a harassmentfree (inclusive) environment. Teamwork Encourages and facilitates cooperation, pride, and trust in the unit and the University; works toward common goals which benefit involved parties; fosters commitment and team spirit. Efficiency Organizes work and sets priorities; creates or understands goals and the strategies necessary to accomplish them; determines resource requirements and promotes conservation of University resources through continuous improvements; monitors progress and evaluates outcomes. Accountability Demonstrates an understanding one s own job responsibilities and how they relate overall to University goals; honors commitments; adheres to federal, state, local and University rules, regulations, and policies; maintains confidentiality; takes ownership of the University s success. Fosters collaboration and teamwork. Contributes to building a positive team spirit and team success. Supports group problem solving. Is able to gain support for ideas. Promotes win-win solutions. Shows pride in the unit and the University. Puts success of team above own interests. Supports fellow employees in their work to contribute to the overall success of the University. Develops plans that are comprehensive, realistic and effective at meeting goals. Takes steps to encourage conservation of University resources. Develops and implements successful time/cost saving measures. Prioritizes activities and projects in order to meet deadlines. Seeks to identify ways to streamline processes. Adheres to University policies and procedures. Exhibits and encourages ethical behavior. Uses appropriate confidentiality and discretion in daily work. Adheres to work schedule. Takes responsibilities for actions or actions of direct reports. Ensures follow up on assignments and responsibilities. Accountable for decisions or commitments to clients. 3

5 Supervision Carries out supervisory responsibilities such as selecting, hiring, and managing the time of direct reports. Develops the abilities of others to perform and contribute to the University s mission by providing ongoing feedback and providing opportunities to learn through formal and informal methods; holds team members accountable and provides opportunities for recognition and rewards. Encourages and builds mutual trust and cooperation among team members; observes and receives information regarding the unit from all relevant sources. Handles complaints, settles disputes, and conflicts; addresses performance issues. Leadership Creates and clearly communicates the purpose and mission for the unit, and ensures they align with those of the Division and the University; inspires and motivates others to excel; models and promotes high standards of respect, honestly, integrity and fairness in the work environment; adapts leadership style to individuals' needs and situation; builds coalitions both within the University and in the local and global community. Critical Thinking Generates innovative ideas and solutions; incorporates analysis in making decisions; thinks strategically while considering both internal and external factors in the decision making process; seeks input before making decisions; resolves and confronts concerns in their early stages. Supervisory Competencies Conducts meaningful and timely performance discussions. Provides honest feedback on a regular basis. Listens to employees, asks for input from others. Observes employees performance and coaches for improvement. Delegates effectively; checks to ensure tasks are done correctly. Supervisory responsibilities such as time approval, leave management, and HR communications are performed timely. Sets performance goals, and monitors progression. Recognizes and rewards employees for their contributions. Resolves disagreements between employees in a professional and fair manner. Communicates a compelling vision that generates excitement, enthusiasm, and commitment. Obtains and provides resources to enable implementation of initiatives. Encourages a sense of teamwork and motivation for others to do their best. Creates an environment where people are treated fairly and respectfully. Displays loyalty to the University and organizational goals. Fosters collaboration between departments in the University. Communicates regularly, and ensures any changes are explained regularly. Displays creativity and innovative thinking when problem solving. Incorporates analysis into the decision making process. Decisions are accurate, sound and reflect consideration for external and internal factors. Seeks some input from others when making decisions. Anticipates, resolves or minimizes issues before they grow into larger problems. Designs new methods where established methods and procedures are inappropriate or unavailable. Uses sound judgment to generate and evaluate alternatives and to make recommendations. 4

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