MA Department of Youth Services Competencies: Average Caseworker Behaviorally Anchored Ranking Scale (BARS)

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1 MA Department of Youth Services Competencies: Behaviorally Anchored Ranking Scale (BARS) Action Oriented: Consistently maintains high levels of activity or productivity; sustains long working hours when necessary, works with vigor, effectiveness and determination over a sustained period. Productivity Hours Is prone to periods of inactivity, wasted time, and poor productivity Resists working extra hours. Is generally focused and productive Is usually willing to work long hours when necessary Greatly Consistently maintains very high levels of activity and productivity. Can be relied on to sustain long working hours when necessary Vigor Is distracted, ineffective, and is unable /unwilling to stick to the task at hand Usually works with vigor and effectiveness to get the job done Consistently works with vigor, effectiveness, and determination over sustained periods doing whatever is necessary to get the job done well.

2 Adaptability: Adapts well to changes in assignments and priorities; adapts behavior or work methods in response to new information, changing conditions, or unexpected obstacles; approaches change positively and adjusts behaviors accordingly. Greatly Acceptance of Change Is strongly resistant to changes in work assignment, priorities, and other work related matters Is usually able to adapt to changing work assignments, priorities, and other work related matters. Is very adaptable and reacts very appropriately when assignments and priorities require midstream changes. His/her positive reaction to change sometimes helps peers and youth accept change more readily. Copes with Changing Priorities Does not attempt to understand or cope effectively with fluctuating work pressures. Understands and copes well with fluctuating work pressures and priorities. Understands and anticipates fluctuating work pressures and priorities, and easily adjusts behaviors as necessary to remain effective. Supports Change Openly or covertly undermines work related change Supports most work related changes Provides valuable input and feedback to supervisors regarding work-related changes. Response to Change Becomes upset and/or frustrated when workday does not go as planned Expects and deals with constant interruptions and adjusts well when the day does not go as planned. Thrives in an environment where there are constant interruptions and multiple, often conflicting, priorities.

3 Building Trust: Interact with others in a way that gives them confidence in one s motives and representations and those of the organization. Is seen as direct and truthful; keeps confidences, promises, and commitments. Keeps Promises Frequently fails to keep promises and commitments Keeps promises and commitments Greatly Fully trusted by others as a person who always keeps promises and commitments Confidential Information May inappropriately share confidential information, talk behind other s backs, and otherwise undermine peers, supervisors, and/or clients. Keeps confidential information private and shares only with appropriate staff and under appropriate circumstances. Always keeps confidential information private and shares only with appropriate staff and under appropriate circumstances. Discourages others from inappropriately sharing confidential information by withdrawing from the discussion or confronting the offender as appropriate. Truthfulness and Integrity Lacks integrity; is not always truthful Is a person of integrity; is truthful Integrity is beyond reproach; can be fully trusted to be truthful

4 Collaboration: Builds constructive working clients/customers, other work units, community organizations and others to meet mutual goals and objectives. Behaves professionally and supportively when working with individuals from a variety of ethnic, social and educational backgrounds. Greatly Relationship with Youth Fails to build constructive youth Build constructive youth Always builds highly constructive youth Relationships within DYS Does not build collaborative others in the work unit or within the facility. Builds collaborative others in the work unit and within the facility Always builds strong collaborative others in the work unit and within the facility Community Relationships Does not build collaborative other community organizations Builds collaborative other community organizations Always builds strong collaborative other community organizations to meet mutual goals and objectives.

5 Communication: Clearly conveys and receives information and ideas through a variety of media to individuals or groups in a manner that engages the listener, helps them understand and retain the message and invites response and feedback. Keeps others informed as appropriate. Demonstrates good written, oral, and listening skills. Greatly Organization and Clarity Has difficulty expressing thoughts. Conveys thoughts clearly and concisely Conveys thoughts and ideas so as to avoid misunderstandings. Communicates with needs and expectations of audience in mind. Listening Skills Fails to listen and share feedback Listens actively and attentively and asks appropriate questions Listens with demonstrated understanding and empathy. Thoughtfully explores topic as appropriate Keeping Others Informed Written Communication Fails to share important information or passes on trivia Written communications are unclear, disorganized, lack substance; contain grammatical and/or spelling errors Keeps supervisors, coworkers, and others well informed Communicates well in writing Continuously fulfills all knowledge requirements of supervisors, coworkers and others. Communications are error free, have positive tone, and seem professionally written. Sensitivity to Others Insensitive to cultural, gender, educational and other individual characteristics when communicating with others Consistently sensitive to cultural, gender, educational and other individual characteristics when communicating with others Continuously tailors communications to match the listener/s; uses appropriate style, level of detail, grammar and organization of thoughts to actively engage the listener/s.

6 Conflict Management: Uses appropriate interpersonal styles and techniques to reduce tension and/or conflict between two or more people; able to size up situations quickly; able to identify common interests; facilitates resolution. Greatly Interpersonal Style Is unable or unwilling to reduce tension or conflict between two or more people Has the interpersonal styles and techniques to reduce tension and/or conflict between two or more people (perhaps including self) Possesses highly developed interpersonal skills and techniques to quickly and skillfully reduce tension and/or conflict between two or more people (perhaps including self) Sizes up Situation Lacks the ability to size up the situation when tension/conflict arises Has the ability to quickly size up the situation when tension/conflict arises Has highly developed skills in quickly sizing up the situation when tension/conflict arises; able to size up the most difficult and tense of situations Facilitates Resolution Unable to facilitate resolution when tension and conflict arise Able to facilitate resolution when tension and conflict arise Able to very effectively facilitate resolution when tension and conflict arise; able to help others identify solutions that meet everyone s interests and needs.

7 Continuous Learning and Professional : Is committed to developing professionally, attends professional conferences, focuses on best practices, values cutting-edge practices and approaches; takes advantage of a variety of learning activities, introduces newly gained knowledge and skills on the job. Commitment to Does virtually nothing to develop professionally Is interested in professional development, and attends training, professional conferences, and other developmental opportunities as time permits Greatly Is committed to professional development, and makes every possible effort to take advantage of training, professional conferences, and other developmental opportunities Incorporates Best Practice Does not attempt to incorporate best practices into day-to-day work Attempts to incorporate best practices into day to day work Is highly focused on incorporating best practices and cuttingedge approaches into day-to-day work Incorporates New Knowledge to the Job Is unable or unwilling to incorporate newly gained knowledge and skills on the job Routinely incorporates newly gained knowledge and skills on the job Is highly adept at incorporating newly gained knowledge and skills on the job; able to take abstract principles and apply them to the day-today work. Learns from Day-to-day Experience Unable to use day-to-day experiences as a tool in improving overall performance Able to use day to day experiences to improve on-going job performance Continuously incorporates day to day experiences to improve on-going job performance; has the inherent ability to continuously improve performance as more experience is gained.

8 Cultural Competence: Cultivates opportunities through diverse people; respects and relates well to people from varied backgrounds, understands diverse worldviews, and is sensitive to group differences; sees diversity as an opportunity, challenges bias and intolerance. Greatly Treatment of Others Is often disrespectful to others and treats people differently base on their differences Treats all people with dignity and respect; deals effectively with a culturally diverse group. Leaves others feeling good about who they are; is particularly adept at incorporating the strengths of a diverse group to produce exceptional service. Cultural Sensitivity Is insensitive to the cultural values and practices of others Is sensitive to the cultural values and practices of others Embraces the cultural values and practices of others and challenges bias and intolerance Acceptance Tends to be judgmental about others who are different from himself/herself Is non-judgmental when dealing with diversity issues Cultivates opportunities to incorporate diversity of ideas and values in all aspects of work; is very accepting of others who are different than himself/herself

9 Customer/Client Focus: Makes customers/clients and their needs a primary focus of one s actions; shows interest in and understanding of the needs and expectations of internal and external customers (including direct reports); gains customer trust and respect; meets or exceeds customer expectations Greatly Customer Disregards the needs of internal and/or external customers the needs of internal and external customers as appropriate Is regularly commended by internal and external customers for providing exceptional service. Courteousness Frequently discourteous to others Provides courteous treatment and appropriate service to all customers Makes customers feel important about themselves and their issues, problems and service needs. Understands Customer Issues Does not understand the needs and expectations of clients/customers Understands client/customer needs and expectations, and understands how to best meet those needs through the use of departmental policies and procedures Clearly understands client/customer needs and expectations, and provides superior service within the parameters of departmental policies and procedures Comfort with Youth Is uncomfortable with and/or disrespectful of the client population being served Is comfortable with and respectful of the client population and relates well Is committed to serving the client population, understands their needs, and makes them the focus of his/her actions. Gains Trust Is unable to gain the trust and respect of youth and other customer/clients Is able to gain youth and other client/customer trust and respect Is highly trusted and respected by youth and other client/customers.

10 Decision Making/Problem Solving: Breaks down problems into components and recognizes interrelationships; makes sound, well-informed, and objective decisions. Compares data, information, and input from a variety of sources to draw conclusions; takes action that is consistent with available facts, constraints, and probable consequences. Gathers Information Chooses best Option Makes decisions without gathering necessary facts and information Frequently makes poor choices Generally gathers needed information to ensure that all options are considered Able to select the most appropriate choice after carefully reviewing appropriate options. Greatly Systematically gathers and analyzes needed information and/or data as needed to make the best decision from available options. Thoughtfully reviews the options and always makes the best decision possible, even under difficult circumstances; takes action that is consistent with available facts, constraints, and probable consequences. Common Sense Decisions may lack forethought and simply lack good common sense Has good, basic common sense Has the intuitive ability to make good commonsense decisions that are impeccable and exceed organization expectations; breaks down problems into components and recognizes the interrelationships. Involves Others Consistently fails to gather input from others when appropriate Solicits feedback and input from others as appropriate before making decisions Is very inclusive in decision making in all instances when the input of others is needed and appropriate to the final decision Decisiveness Does not/can not make decisions; delays making decisions; waffles on issues Able to make decisions in a timely manner. Continually looks ahead and selects the best timing for decisions given organizational needs. Always decisive; Does not waffle on issues Accepts Responsibility Unwilling to take responsibility for decisions Assumes full responsibility for decisions that s/he makes Always assumes fully responsibility for decisions, even when things go wrong.

11 Innovation: Uses creativity and imagination to develop new insights into situations and applies new solutions to problems. Comes up with new and unique ideas. Creativity Lacks creativity. Always does things the same old way Uses creativity in solving workrelated problems Greatly Uses creativity and imagination to develop new insights into situations and applies new solutions to workrelated problems. Applies new Solutions Never has any new work-related ideas Comes up with new ideas for handling specific work-related problems Comes up with new ideas that serve as the foundation for the development of new policies and procedures

12 Planning and Organizing: Organizes work, sets priorities, and determines resources requirements; determines necessary sequence of activities needed to achieve goals. Greatly Time Management Frequently wastes time by engaging in nonwork related activities Manages time effectively Manages time very effectively; often multi-tasks as the situation allows Organization Is disorganized, and leaves things until the last minute Has good organizational skills. Usually takes care of routine matters promptly rather than waiting until the last minute Is highly organized and takes immediate action on routine matters. Prioritizes Unable or unwilling to set priorities Sets priorities, schedules work and meets deadlines Establishes both short-run and longterm schedules, effectively sets priorities and always meets deadlines.

13 Safety Awareness: Being aware of conditions and circumstances that affect one s own safety or the safety of direct reports Greatly Awareness Is careless about safety issues and/or otherwise disregards safety policies Is aware of safety policies and practices and follows them conscientiously Is very familiar with safety policies and practices and is always attentive to safety concerns. Concern for others Safety Is often unconcerned about the safety of youth and coworkers Is concerned and attentive to the safety needs of youth and coworkers Is very attentive to safety issues, resulting in both youth and coworkers feeling confident that s/he will do everything possible to insure the safety of others.

14 Stress Tolerance: Maintains effective performance under pressure; handling stress in a manner that is acceptable to others and to the organization. Control Effectiveness Withdraws from stressful situations or expresses emotional reactions inappropriately Unable to continue to work in high stress situations without losing composure or make mistakes; becomes immobilized Controls emotions: expresses emotions in acceptable and appropriate ways. Remains effective and efficient while working under demanding conditions Greatly Remains focused on ultimate goals and helps others to do the same under stressful and demanding situations. Remains calm and collected while working under demanding conditions; effectively and quickly assesses stressful situations, develops alternative solutions and implements the most appropriate solution. Defuses Tension Tends to assume a victim position with respect to stress and does not demonstrate good coping mechanisms. Actively engages in activities that help reduce the effects of work-related stress. Anticipates stress and actively searches for and engages in activities and stressmanagement techniques to minimize the effects of workrelated stress.

15 Teamwork: Participates as an active and contributing member of a team to achieve team goals. Works cooperatively with other team members, involves others, shares information as appropriate, and shares credit for team accomplishments. Greatly Contributes Not a team player. Undermines team activities Participates and contributes to the achievement of team goals Actively and fully participates in the achievement of team goals; highly regarded by others as a team player Cooperates Fails to work cooperatively with other team members Works cooperatively with other team members Always works very cooperatively with other team members; can be counted on to encourage the cooperation and contributions of other team members. Shares Information Consistently fails to share needed information with other team members Shares needed information with other team members Fully shares information with other team members as appropriate; contributes ideas for problem solving Shares Credit Tries to personally take all the credit for team accomplishments Shares credit for team accomplishments Fully shares the credit for team accomplishments; Builds team spirit by celebrating team successes.

16 Technical/Professional Knowledge and Skills: Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create client/customer solutions. Technical/professional expertise is demonstrated through problem solving, applying professional judgment, and competent performance. Greatly Knowledge and Skill Lacks the knowledge or expertise to do the job effectively Possesses the knowledge, skill and expertise to do the job effectively, efficiently, safely and independently Able to use the knowledge, skill, and expertise about the job to coach and mentor others when needed. Stays Current Does not attempt to stay abreast of job-related policies and practices Stays abreast of job-related policies and practices Is the go-to person on questions related to job-related policies and practices. Understands Processes Refuses to or is incapable of learning all of the job fundamentals Knows the processes, procedures, responsibilities, and functions required for the job. Understands the processes, procedures, responsibilities and functions required for multiple jobs within the work unit and can perform the jobs of others when needed.

17 Work Standards: Sets high standards and well-defined, realistic goals for one s self; displays a high level of effort and commitment towards completing assignments in a timely manner; works with minimal supervisor; is motivated to achieve. Greatly Standards Continually fails to produce the established standard of work, even after training and coaching Regularly performs work at the established standard Consistently exceeds established work standards and expectations. Exhibits Effort Demonstrates very little effort at work Displays a high level of effort and commitment at work Always displays a very high level of effort and commitment at work. Need for Supervision close supervision Works well with minimal supervision So highly motivated that little supervision is required. Exceed performance expectations

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