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The Sheffield Employee
Competency Framework
Corporate Learning & Development Service
The Sheffield Employee Competency Framework
Corporate Learning & Development Servicehttp://sheffield.net/employment/training-and-development/competency-framework
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The Sheffield Employee Competency Framework
Contents
Introduction..........................................................................................................................................
Communication...................................................................................................................................
Collaborative Working.........................................................................................................................
Customer Focus and Service Delivery................................................................................................
People Skills........................................................................................................................................
Continuous Improvement and Change................................................................................................
Corporate Learning & Development Service3
http://sheffield.net/employment/training-and-development/competency-framework
The Sheffield Employee Competency Framework
Introduction
The Sheffield Employee – Competency Framework
This framework is relevant for all employees of Sheffield City Council; in particular those who do not have line management responsibilities. It is designed to complement the existing frameworks for all supervisors and managers of the Council.
The framework defines the 5 core competencies for every employee of Sheffield City Council.
The competency framework is designed to be used in a number of ways:
To recruit the right people to Sheffield City Council
To clearly state expected standards of performance
To help to identify areas of strength and development
As a basis for Appraisal discussions
To embed the Core Values and give examples of how to demonstrate them
Due to the differing development needs of employees across the Council, it is appropriate to use a competency framework that has various levels within the competency. This means it is relevant and can be used by all grades of employee throughout the Council.The line manager will decide, in consultation with the employee, which is the minimum level of competency most appropriate for them to operate at.
Corporate Learning & Development Servicehttp://sheffield.net/employment/training-and-development/competency-framework
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The Sheffield Employee Competency Framework
There are 3 levels within this framework:
Level 1 – Core Behaviours: States behaviours, which are the minimum standards required as an employee of Sheffield City Council.
Level 2 – Progressive Behaviours: Has behaviours, which are further developed and demonstrate an enhancement of personal skills and behaviours.
Level 3 – Advanced Behaviours: This level has behaviours which are more developed and strategic.
The behavioural levels are cumulative, i.e. in order to successfully use behaviour at level 3 it is necessary to have learnt and demonstrated the behaviours at levels 1 and 2.
It is also relevant to highlight that an individual does not need to operate at the same level for each competency, i.e. you could operate at Level 2 in Customer Focus and Service Delivery and Level 1 in Collaborative Working, depending on the job role and responsibilities.
Unacceptable behaviours help to identify, for the individual and their line manager, any immediate training or learning needs. Including these behaviours in the framework also helps to set clear expectations and provide a consistent employee experience for everyone who works for Sheffield City Council.
This framework is one of a number of tools to support and achieve a positive employee experience within Sheffield City Council and is designed to complement existing development tools and frameworks including Investors in People, Charter Mark, The Sheffield Manager Competency Framework and Service Planning.
Corporate Learning & Development Servicehttp://sheffield.net/employment/training-and-development/competency-framework
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The Sheffield Employee Competency Framework
Communication
DefinitionCommunicates clearly and concisely, tailoring content and style to suit audience and promote free-flowing communication.
Level 1 Level 2 Level 3 Communicates clearly Enhances Communication Maximises CommunicationIs clear and concise, using language relevant to the customer to aid understanding and incorporating plain language guidelines
Varies tone, pace and volume to enhance communication
Chooses the most appropriate means and style of communication, taking into account different needs and preferences of individuals and groups
Uses logical order and structure when planning communication
Enhances communication through the use of visual aids and technology when appropriate
Uses appropriate communication channels to keep people informed and promote understanding
Presents information and ideas in an easy to understand format
Tailors content of the communication to meet the needs and interests of the customer
Encourages enquiry and tests what has been communicated
Listens actively and asks questions when unsure
Shares information with others Adapts the method and style of communications to changing circumstances and needs
Is aware of all available communication methods and channels
Provides active support to enable individuals to communicate and participate in communication
Identifies and overcomes barriers to communication
Corporate Learning & Development Servicehttp://sheffield.net/employment/training-and-development/competency-framework
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The Sheffield Employee Competency Framework
Communication
Unacceptable behaviours –
Difficult to understand meaning of message, lacks clarity and purpose
Message is impaired through distractions
Uses jargon
Fails to communicate in a timely manner
Withholds information
Corporate Learning & Development Servicehttp://sheffield.net/employment/training-and-development/competency-framework
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The Sheffield Employee Competency Framework
Collaborative Working (working with others)
DefinitionWorking successfully with people inside and outside the organisation; create and maintain effective working relationships.
Level 1 Level 2 Level 3 Works collaboratively Builds involvement and participation Facilitates collaborationWorks collaboratively with people from other teams and departments across the organisation to provide the best service for the customer
Seeks views and opinions from colleagues and stakeholders and considers them when making decisions
Seeks agreement on work issues resulting in a win/win situation
Cooperates with others to achieve success Recognises and values different contributions from colleagues
Establishes effective methods and monitors and reviews the progress of collaborative working and identifies ways in which arrangements could be improved
Works sensitively with others, taking their needs into consideration
Ensures that people from other teams, departments, and outside organisations are involved with issues affecting them
Looks for ways to improve the effectiveness of their working environment to the benefit of all
Responds positively to requests for help and support
Establishes effective working relationships with others
Proactively develops relationships with customers, colleagues and outside organisations ensuring clear accountabilities and decision-making frameworks are in place to achieve outcomes
Corporate Learning & Development Servicehttp://sheffield.net/employment/training-and-development/competency-framework
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The Sheffield Employee Competency Framework
Collaborative Working
Unacceptable behaviours –
Is deliberately insensitive to the thoughts and feelings of colleagues
Knowingly fails to involve people where appropriate
Closes down opportunities for teamwork
Devalues diversity within a team
Stifles participation of others
Deliberately creates barriers and boundaries between people and teams
Corporate Learning & Development Servicehttp://sheffield.net/employment/training-and-development/competency-framework
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The Sheffield Employee Competency Framework
Customer Focus and Service Delivery
DefinitionDevelop a customer centred culture by continually delivering, measuring and improving an excellent service to internal and external customers.
Level 1 Level 2 Level 3 Gets the job done to a high standard Proactively improves customer
experienceDrives excellence in customer service
Understands what good customer service is and consistently provides an excellent service to customers
Develops internal relationships to improve service delivery
Uses internal and external measures to identify shortfalls in customer service and quality and then acts on the information
Displays sensitivity and tolerance to individual and cultural differences, diverse opinions and recognises the barriers they might face
Promotes diversity within the team and customer service. Seeks information to keep up to date with diverse service user’s needs and uses it to improve service
Ensures that quality improvements meet the needs and expectations of a diverse customer base
Takes personal responsibility for own work and considers the customer when prioritising tasks
Takes personal responsibility for own work, monitors progress and prioritises work to the benefit of the customer
Monitors and measures own progress against accountabilities, targets and deadlines
Uses systems for recording and feeding back customer experience and views
Introduces improvements to the way things are done to maximise the customers’ experience
Develops innovative practices and services that ensure a customer driven service
Recognises customer dissatisfaction and responds positively to address it and prevent it
Acts quickly to resolve problems and issues and gives priority to maintaining service to the customer
Anticipates potential problems and takes pre-emptive action
Corporate Learning & Development Servicehttp://sheffield.net/employment/training-and-development/competency-framework
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The Sheffield Employee Competency Framework
Works in a safe way for self, customers and colleagues and reports any Health & Safety issues noticed
Actively seeks to promote Health & Safety improvements for self, customers and colleagues
Considers Health & Safety implications for self, customers and colleagues when making and implementing decisions
Customer Focus and Service Delivery
Unacceptable behaviours –
Shows a lack of concern for customer service standards and quality improvement
Is intolerant to individual and cultural differences and shows little regard for the need for the service to be delivered in different ways
Ignores standards and quality improvement in plans and decisions
Does not encourage or listen to customer feedback
Is not willing to do what is necessary to meet the unexpected needs of customers
Corporate Learning & Development Servicehttp://sheffield.net/employment/training-and-development/competency-framework
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The Sheffield Employee Competency Framework
People Skills
DefinitionThe skills and behaviours underpinning the relationship between self and others, including colleagues, customers and outside organisations.
Level 1 Level 2 Level 3 Creates a positive impression Promotes self and others Leads by exampleDisplays openness, attentiveness and enthusiasm through verbal and non-verbal behaviour
Seeks feedback on how own behaviour affects others. Reflects on feedback and adapts appropriately
Is fully aware of the impact of their behaviour and adapts to successfully deal with a variety of situations
States own position and views clearly whilst respecting the views of others
Takes control of situations in a confident manner resulting in a positive outcome
Uses a range of approaches to win active support and commitment to a desired course of action
Recognises inappropriate behaviour in self and changes behaviour accordingly
Recognises and challenges inappropriate behaviour constructively
Ensures that issues, conflicts and disagreements are brought out into the open and resolved
Treats all customers and colleagues with dignity and respect according to their diverse needs
Promotes the culture and value of diversity within the team
Acts from an awareness of the diversity of the needs and preferences of other customers and stakeholders
Corporate Learning & Development Servicehttp://sheffield.net/employment/training-and-development/competency-framework
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The Sheffield Employee Competency Framework
People Skills
Unacceptable behaviours –
Is not receptive to feedback
Is unaware of the effect of their behaviour on others
Is disrespectful of the views of others
Lacks sensitivity and is intolerant to cultural differences
Corporate Learning & Development Servicehttp://sheffield.net/employment/training-and-development/competency-framework
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The Sheffield Employee Competency Framework
Continuous Improvement and Change
DefinitionContribute to and support change to improve and develop services
Level 1 Level 2 Level 3 Deals with change positively Proactively looks for opportunities to
improveEncourages a climate of change
Looks for ways to ensure best value is obtained from working practices
Looks for efficiency gains in own work and implements them
Identifies, implements and measures efficiency gains in all work undertaken
Identifies ways in which the service could be improved and changes working practices with support
Encourages a culture of continuous improvement
Removes barriers that constrain performance excellence
Recognises the need to be developed and asks for feedback to improve
Seeks self development and implements any feedback to improve
Evaluates own and others performance, giving and implementing feedback to improve
Proposes a timely solution/way forward to issues, problems and situations
Compares and contrasts alternative options against different scenarios
Encourages others to look at issues, problems and situations from different perspectives
Corporate Learning & Development Servicehttp://sheffield.net/employment/training-and-development/competency-framework
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The Sheffield Employee Competency Framework
Continuous Improvement and Change
Unacceptable behaviours –
Does not consider the effectiveness and efficiencies of working practices
Is unwilling to accept agreed change
Does not recognise a need to be developed in the role
Unwilling to engage in continuous performance improvement
Corporate Learning & Development Servicehttp://sheffield.net/employment/training-and-development/competency-framework
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