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1468Federal Register / Vol. 64, No. 5 / Friday, January 8, 1999 / Notices

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

Assists customer support activities.

Meets routine customer needs.

Interacts with customers on routine issues within specific guidelines.

 Breadth of Influence

 Customer Needs

 Customer Interaction Level

LEVEL II

Guides the administrative efforts of individuals or team members as they interact with customers.

Independently interacts with customers to understand customer needs/expectations.

Interacts independently with customers to communicate information and coordinate actions.

 Breadth of Influence

 Customer Needs

 Customer Interaction Level

LEVEL III

Identifies, defines, and guides administrative efforts in support of customer interactions; coordinates and focuses activities to support multiple customers.

Establishes customer alliances and translates needs to customer service.

Works independently with customers at all levels to define services and resolve non-routine problems.

 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 in administrative/functional area.

Seeks and takes advantage of developmental opportunities.

 Leadership Role

 Breadth of Influence

 Mentoring/Employee Development

LEVEL II

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

Guides others in accomplishing projects.

Identifies and pursues individual/team developmental opportunities.

 Leadership Role

 Breadth of Influence

 Mentoring/Employee Development

LEVEL III

Provides guidance to individuals/teams; resolves conflicts.  Expertise solicited by others.

Guides and accounts for results or activities of individuals, teams, or projects.

 Leadership Role

 Breadth of Influence

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