Competencies for Employees at Hennepin

CUSTOMER FOCUS
INTEGRITY & TRUST
SUPPORT VISION & PURPOSE
BUILDING RELATIONSHIPS
RESILIENCY
TECHNICAL KNOWLEDGE

Customer Focus – Meets the expectations and requirements of internal and external customers; gets first-hand customer information and uses it to improve services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect; demonstrates respect for diversity of customers; treats all customers with dignity and respect.

Compassion – Is approachable; genuinely cares about people; is concerned about their problems; is available and ready to help; is sympathetic to the plight of others not so fortunate; demonstrates real empathy.

Patience – Is tolerant with people and processes; listens and checks before acting; tries to understand the people and the data before making judgements; waits for others to catch up before acting; is sensitive to due process and proper pacing; follows established process.

Examples:

Displays a dedication to meeting needs of customers.

Speaks respectfully to and about customers even in difficult situations.

Adjusts responses based on diverse needs of customers.

Keeps promises for service delivery to customers.

Treats everyone equitably and sets aside personal biases.

Integrity & Trust – Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain; seeks to understand and respectfully support diversity and diversity related initiatives.

Examples:

Takes responsibility for own actions.

Shares information openly with co-workers.

Keeps customer/client information confidential.

Shares feedback directly with co-workers, not with others.

Support Vision & Purpose – Supports the vision, strategic direction and purpose of the department and the county; drives for results with a focus on quality; can be counted on to meet or exceed goals successfully; collaborates with peers and management to foster and support an environment rich in diversity.

Examples:

Accepts personal responsibility and ownership of tasks

Keeps working to get desired results.

Achieves work and department goals

Building Relationships – Establishes and maintains effective interpersonal relationships; is a collaborative team player using skills to encourage teamwork; consistently embraces diversity and finds ways to integrate diversity into the team.

Dignity & Respect - Works to maintain a work environment in which all are respected, valued and welcomed; treats others with dignity and respect; shows consideration through listening, empathy, patience and courtesy; promotes cooperation within the department; ensures that disrespectful behaviors are resolved.

Supporting a Diverse Organization - Works effectively and equitably with all kinds and classes of people; deals effectively with all races, nationalities, cultures, disabilities, ages and both sexes; supports equal and fair treatment and opportunity for all.

Listening – Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.

Peer Relationships – Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers effectively, is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.

Supervisor Relationships – Responds and relates well to supervisor; is open to learning from supervisor; is easy to challenge and develop, is comfortably coachable.

Supporting Effective Teams – Is an effective team member; creates and supports strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; defines success in terms of the whole team.

Conflict Resolution – Is willing to deal with conflict situations; reads situations quickly; is good at focused listening; can find common ground with others and get cooperation.

Examples:

Values and remain open to new ideas and perspectives.

Listens to others before responding.

Works with staff in other departments to get job accomplished.

Acknowledges others’ good intentions.

Assists co-workers without being asked.

Values union involvement in decision making where appropriate.

Resiliency – Effectively copes with change, risk and uncertainty; is flexible and adaptable; knows personal strengths and limits; seeks feedback; learns quickly when faced with new problems; experiments to find solutions; enjoys the challenge of unfamiliar tasks; is committed to self-development and actively works to continuously improve him/herself; is open to diverse perspectives in the workplace.

Examples:

Asks others for feedback.

Suggests ideas for making changes to work.

Says “yes” when asked to try something new.

Volunteers for new tasks or assignments.

Identifies opportunities for self-development.

Offers suggestions for service improvement to key decision-makers.

Uses a development plan as a guide for higher achievement.

Technical Knowledge – Has the knowledge and skills needed to meet position and organizational needs and the knowledge and skill to apply and use technology to meet position and organizational needs.

Examples:

Exhibits necessary job skills and knowledge.

Provides technical assistance as needed.

Keeps abreast of changes in his/her field.

Considers past practices and applies them successfully.

Understands and can apply technology to work.

Keeps current with changes in technology.