Demonstrates a Listens well to Addresses Establishes and Promotes desire to meet the customers and customer service maintains innovative expectations of recognizes deficiencies by customer service internal and situations involving relationships with initiative which external where they coworkers to customers and significantly customers need additional identify solutions gains their trust improves quality assistance and respect and enhances customer satisfaction Maintains Writes Leads a work Oversees Implements accurate contact customer group consisting customer organization-wide information on focused of stakeholders satisfaction customer service agency website guidelines and and neutral surveys, analyzes initiative to and updates the user manuals parties to develop results, and employee skill site to reflect solutions to makes necessary levels to improve changes to customer service improvements customer service services barriers - Openness to change and new information; adapts rapidly to new information, Flexibility changing conditions, or unexpected obstacles. Awareness Basic Intermediate Advanced Expert Listens openly Adjusts project Incorporates Prioritizes Shifts to suggestions plan based on customer assignments programmatic on ways to input from feedback in on feedback and goals and improve one’s coworkers, order to leadership initiatives to align work products supervisors, and streamline priorities with administration stakeholders processes or and Congressional improve priorities outcomes Adapts new Suggests ideas Seeks to create a Oversees the Champions approaches and new team implementation recommendations intended to perspectives for atmosphere that of approved and opinions that streamline or consideration welcomes and changes and proactively better document employs new encourages early improve outcomes an established perspectives and adaption process ideas Comprehends Maintains Meets with team Prioritizes, Implements a responsibility productivity, to adjust and considers successful action for quality work quality of work, coordinate alternatives, and plan after a major products and morale in schedules to responds quickly organizational times of change overcome an and effectively to change unexpected unexpected and obstacle
Demonstrates a desire to meet the expectations of internal and external customers Listens well to customers and recognizes situations where they need additional assistance Addresses customer service deficiencies by involving coworkers to identify solutions Establishes and maintains relationships with customers and gains their trust and respect Promotes innovative customer service initiative which significantly improves quality and enhances customer satisfaction Maintains accurate contact information on agency website and updates the site to reflect changes to services Writes customer focused guidelines and user manuals Leads a work group consisting of stakeholders and neutral parties to develop solutions to customer service barriers Oversees customer satisfaction surveys, analyzes results, and makes necessary improvements Implements organization-wide customer service initiative to employee skill levels to improve customer service Flexibility - Openness to change and new information; adapts rapidly to new information, changing conditions, or unexpected obstacles. Awareness Basic Intermediate Advanced Expert Listens openly to suggestions on ways to improve one’s work products Adjusts project plan based on input from coworkers, supervisors, and stakeholders Incorporates customer feedback in order to streamline processes or improve outcomes Prioritizes assignments on feedback and leadership priorities Shifts programmatic goals and initiatives to align with administration and Congressional priorities Adapts new approaches intended to streamline or better document an established process Suggests ideas and new perspectives for consideration Seeks to create a team atmosphere that welcomes and employs new perspectives and ideas Oversees the implementation of approved changes and encourages early adaption Champions recommendations and opinions that proactively improve outcomes Comprehends responsibility for quality work products Maintains productivity, quality of work, and morale in times of change Meets with team to adjust and coordinate schedules to overcome an unexpected obstacle Prioritizes, considers alternatives, and responds quickly and effectively to unexpected and Implements a successful action plan after a major organizational change
DOE-HR%20Competency%20Model%20%28Final%20for%20Signature%29.docx