Scribd
Upload
156 views2 pages

Competencies

This document provides a competency framework matrix that outlines key competencies in several areas: 1) Delivering and assessing own performance, improving performance continuously, and making best use of resources. 2) Communicating effectively, working effectively with others, and contributing to team performance improvement. 3) Developing self and others, engaging effectively with customers (internal and external), and leading through change.

Uploaded by

Khalil Ibrahim Ahmed
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
156 views2 pages

Competencies

This document provides a competency framework matrix that outlines key competencies in several areas: 1) Delivering and assessing own performance, improving performance continuously, and making best use of resources. 2) Communicating effectively, working effectively with others, and contributing to team performance improvement. 3) Developing self and others, engaging effectively with customers (internal and external), and leading through change.

Uploaded by

Khalil Ibrahim Ahmed
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 2

CSA Competency Framework Matrix

AA / AO
Delivering and assessing own performance Improving o Consistently deliver a quality service that meets the standards and approaches set for my area of work, for instance mystery performance

shopper requirements o Take timely decisions within my area of responsibility, supported by facts and evidence o Review my performance to build on successes and identify areas for improvement o Update and improve my diversity related knowledge in relation to own area of work Improving performance continuously o Improve my performance by working towards SSMART (stretching, specific, measurable, achievable and agreed, relevant, timely) objectives and learning from colleagues o Pay attention to detail to minimise errors o Make suggestions to improve team performance o Consider a range of approaches when determining how to do things better

Making the best use of resources

Delivering efficiently within agreed resource constraints o Deliver consistently to agreed priorities, standards and timescales o Actively plan and manage my daily workload to meet targets and deadlines o Use available information to plan and assess my progress against agreed performance and work objectives o Suggest solutions when discussing problems Reducing resource usage o Seek to identify areas where improvements can be made to reduce costs and improve the use of resources (e.g. time, money) o Seek ways to reduce waste and encourage colleagues to do the same Managing risks and compliance o Identify and report issues that may put at risk the successful completion of my work (for example a barrier to customer service) o Consistently apply Child Maintenance and Enforcement Commission policies and business procedures relevant to my role

Communicating effectively Building o Be honest and open at all times constructive o Adapt my communication style (for example verbal, written, face-face) to build relationships with others who may work differently working o Present my views in a clear and concise way, building on the views of others relationships Working effectively with others o Provide constructive and timely input and feedback when working with others o Actively listen to allow others to fully present their views o Seek and respond appropriately to the diverse views, concerns and feelings of others Contributing to team performance improvement o Support my manager and team members to achieve team objectives o Promptly resolve issues that affect delivery outcomes o Challenge behaviour that negatively affects joint working or team performance

Developing self and others

Taking responsibility for learning and self development o Seek feedback on my strengths and development needs, acting on suggestions for development o Accept and give constructive feedback in an open and supportive way o Take ownership for my own learning, monitoring my progress against agreed targets or objectives o Be open to new ways of learning Applying learning to improve personal performance o Apply the lessons from both successful activities and when things go wrong o Develop a solid understanding of my business area/job role in line with business needs o Apply skills and knowledge learned from learning and development to the best of my ability Contribute to team development o Share learning with others o Seek out new challenges for personal development which benefit self, team and the Child Maintenance and Enforcement Commission Supporting colleagues through change o Make time to work with and help others during times of change and uncertainty o Respect others' rights to have different opinions Engaging in process of change o Understand the reasons for change in order to make a positive contribution o Make helpful suggestions to support wider changes o Be flexible and willing to implement colleagues' ideas if practical and appropriate o Address issues that block the progress of change Implement change despite initial reactions Clarifying customer requirements and expectations o Treat all customers fairly and equally showing consideration and understanding of their needs o Actively engage with customers to understand fully the customer circumstances and requirements, by asking open questions and actively listening o Make sure the customer understands what the likely result will be Delivering services to the customer o Take actions which progress customer enquiries to the next stage in a timely manner o Provide information and advice to enable customers to help themselves o Use the knowledge of my business area, information and systems, and my skills to deliver the best possible service o Respond appropriately to diverse customer needs in line with Child Maintenance and Enforcement Commission diversity policies and equality legislation Providing better services to the customer o Take action to sort out straightforward customer complaints o Seek and act on customer feedback

Leading through change

Engaging effectively with customers (internal and external)

You might also like