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1464Federal Register / Vol. 64, No. 5 / Friday, January 8, 1999 / Notices

 LEVEL I

Assists customer support activities.

Participates as a team member to meet customer needs.

Interacts with customers on routine issues with appropriate guidance.

Breadth of Influence

Customer Needs

Customer Interaction Level

LEVEL II

Actively participates with others to satisfy customer requests.

Interacts with customers to respond to customer needs/expectations.

Interacts with customers to communicate information and coordinate action.

Breadth of Influence

Customer Needs

Customer Interaction Level

LEVEL III

Guides the technical efforts of individuals or teams as they relate with customers.  Deviates from standard approaches when necessary.

Initiates meetings and interactions with customers to understand customer needs/expectations.

Interacts independently and proactively with customers to identify/define problems and to implement solutions.

Breadth of Influence

Customer Needs

Customer Interaction Level

LEVEL IV

Leads and coordinates technical efforts of individuals or teams in support of customer interactions.  Develops innovative approaches to satisfy customers.

Establishes customer alliances; anticipates and fulfills customer needs and translates customer needs to projects/programs.  Organizes and leads customer interactions.

Interacts proactively with customers to identify and define complex/controversial problems and to develop and implement strategies or techniques for resolving projects/programs issues.

Breadth of Influence

Customer Needs

Customer Interaction Level

FACTOR:4. - LEADERSHIP/SUPERVISION

FACTOR DESCRIPTION:

This factor describes/captures individual and organizational leadership and/or supervision to include that leaders/supervisors will recruit, develop, motivate, and retain quality team members in accordance with EEO/AA and merit principles.  Takes timely/appropriate personnel actions, communicates mission and organizational goals; by example, creates a positive, safe, and challenging work environment; distributes work and empowers team members.

EXPECTED PERFORMANCE CRITERIA (Applicable to all contributions at all levels):

Work is timely, efficient, and of acceptable quality.  Leadership and/or supervision effectively promotes commitment to mission accomplishment.  Flexibility, adaptability, and decisiveness are exercised appropriately.

Descriptors indicate the type of contribution appropriate for the high end of each level.  Descriptors are not to be used individually to assess contributions, but rather are to be taken as a group to derive a single evaluation of the factor.

LEVEL DESCRIPTORS

DISCRIMINATORS

LEVEL I

Takes initiative in accomplishing assigned tasks.  Asks for assistance as appropriate.

Provides input to others in technical/functional area.

Seeks and takes advantage of developmental opportunities.

Leadership Role

Breadth of Influence

Mentoring/Employee

Development

LEVEL II

Actively contributes as team member; takes initiative to accomplish assigned projects.

Consults and coordinates with others to complete projects within established guidelines.

Identifies and pursues individual/team developmental opportunities.

Leadership Role

Breadth of Influence

Mentoring/Employee Development

LEVEL III

Actively contributes as team member or leader.  Recognized for functional/technical expertise.

Defines, organizes, and assigns activities to accomplish goals.  Guides,

Leadership Role

Breadth of Influence

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