Page 1 of 28 Human Resources Department - AUB Medical Center AUBMC COMPETENCY DICTIONARY Core Competencies: 1. Achievement Orientation: Taking ownership of assignments, getting committed to achieve and deliver the appropriate outcome by expressing responsibility for timeliness, commitment to task, and adherence to performance standards, and conformity with the rules and policies of the organization. Level 1: Adhere to basic instructions - Follow rules and expectations for work performance as defined, written, and implemented by the organization - Provide advance notice of intended absence and/or tardiness - Report to work consistently on designated days and times - Take ownership of assignment and demonstrate concern about the result Level 2: Independently complete routine task until successful completion - Work independently with limited direction in carrying out routine assigned tasks and projects - Present relevant and timely feedback on project or task status, issues, and potential problems - Persevere through various working conditions to complete tasks and projects - Show willingness to exert additional effort and time on an assignment in order to meet set deadlines Level 3: Account for unit/department outcomes - Hold self and others accountable for appointed responsibilities; employ performance management strategies to promote and ensure staff accountability - Take a primary role for completing and resolving the more technically advanced, complex and politically sensitive assignments, projects and issues - Clearly state performance expectations; provide opportunity for improvement and enforce performance consequences - Follow through complex assignments until successful completion Level 4: Account for organizational outcomes - Hold ultimate responsibility for department and/or organizational performance and overall effectiveness; defines objectives and strategies to meet stakeholder requirements and needs, and ensure the organization is operationally compliant with government and organizational standards - Maintain a cost-effective balance of controls and risk-taking to ensure effective and efficient operation within budget - Address gaps in resources that may affect organizational performance - Account, report, and explain the use of resources to achieve organizational or departmental performance targets, goals & objectives
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Page 1 of 28 Human Resources Department - AUB Medical Center
AUBMC COMPETENCY DICTIONARY
Core Competencies:
1. Achievement Orientation:
Taking ownership of assignments, getting committed to achieve and deliver the appropriate
outcome by expressing responsibility for timeliness, commitment to task, and adherence to
performance standards, and conformity with the rules and policies of the organization.
Level 1: Adhere to basic instructions
- Follow rules and expectations for work performance as defined, written, and implemented by the
organization
- Provide advance notice of intended absence and/or tardiness
- Report to work consistently on designated days and times
- Take ownership of assignment and demonstrate concern about the result
Level 2: Independently complete routine task until successful completion
- Work independently with limited direction in carrying out routine assigned tasks and projects
- Present relevant and timely feedback on project or task status, issues, and potential problems
- Persevere through various working conditions to complete tasks and projects
- Show willingness to exert additional effort and time on an assignment in order to meet set deadlines
Level 3: Account for unit/department outcomes
- Hold self and others accountable for appointed responsibilities; employ performance management
strategies to promote and ensure staff accountability
- Take a primary role for completing and resolving the more technically advanced, complex and politically
sensitive assignments, projects and issues
- Clearly state performance expectations; provide opportunity for improvement and enforce performance
consequences
- Follow through complex assignments until successful completion
Level 4: Account for organizational outcomes
- Hold ultimate responsibility for department and/or organizational performance and overall effectiveness;
defines objectives and strategies to meet stakeholder requirements and needs, and ensure the
organization is operationally compliant with government and organizational standards
- Maintain a cost-effective balance of controls and risk-taking to ensure effective and efficient operation
within budget
- Address gaps in resources that may affect organizational performance
- Account, report, and explain the use of resources to achieve organizational or departmental performance
targets, goals & objectives
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2. Client Focus:
Identifying and responding to current and future client needs; providing service excellence to
internal and external clients.
Level 1: Respond to client requests efficiently and effectively
- Identify client needs and expectations and respond to requests efficiently and effectively
- Contact clients to follow up on services, solutions or products to ensure that their needs have been
correctly and effectively met
- Keep clients up-to-date with information and decisions that affect them
- Monitor services provided to clients and make timely adjustments as required
Level 2: Anticipate and adapt to client needs/Address underlying client needs
- Take time to question and understand the real, underlying needs of clients beyond those initially
expressed and adapt service accordingly
- Use understanding of client’s perspective to identify constraints and act as a client advocate
- Encourage co-workers and teams to achieve a high standard of service excellence
- Propose new, creative and sound alternatives to improve client service
Level 3: Foster a client-focused culture
- Develop systems and processes that affect own department’s ability to meet current and future client
needs
- Seek out and involve clients or prospective clients in assessing services, solutions or products to identify
ways to improve
- Establish service standards and develop strategies to ensure staff meets them
- Move customer thinking forward, helping them understand issues beyond their day-to-day work
Level 4: Consider the strategic direction of client focus
- Communicate the organization’s mission, vision and values to internal and external clients
- Strategically and systematically evaluate new opportunities to develop client relationships
- Create an environment in which concern for client satisfaction is a key priority
- Recommend/ determine strategic business direction to meet projected needs of clients and prospective
clients
3. Communication Skills:
Listening to others and responding in an effective manner that fosters open communication.
Level 1: Foster Two-way Communication by listening and responding to people's inquiries
and concerns
- Listen actively and objectively without interrupting
- Summarize / paraphrase personal understanding of what others have said to verify understanding &
clarify actions to be taken / outcome expected
- Respond to people’s concerns and inquiries by altering own behavior in a helpful manner
- Openly and constructively discuss diverse perspectives that could lead to misunderstandings by
supporting messages with relevant data, information, examples and demonstrations
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Level 2: Effective Use of Empathy/Adapt communication to others
- Adapt content, style, tone and medium of communication to suit the target audience’s language,
cultural background and level of understanding
- Communicate decisions or recommendations that could be perceived negatively, with sensitivity and
tact
- Demonstrate an understanding of other people's concerns
- Anticipate reactions to messages and adapt communications accordingly
Level 3: Communicate effectively up, down, and laterally
- Maintain open lines of communication
- Give status report to management verbally and in writing
- Share relevant information with staff verbally and in writing
- Communicate changes in a timely manner
Level 4: Communicate complex messages
- Influence others; persuasively present thoughts, ideas, and messages
- Communicate complex issues clearly and credibly with widely varied and diverse audiences
- Use varied communication systems, methodologies and strategies to promote dialogue and shared
understanding
- Deliver difficult or unpopular messages with clarity, tact and diplomacy
4. Initiative:
Identifying and dealing with issues proactively and persistently; seizing opportunities that
arise.
Level 1: Recognize and address current and imminent issues
- Recognize and act on present issues proactively
- Act promptly in a crisis situation
- Take action to avoid imminent problem or to capitalize on imminent opportunity
- Work persistently as needed and beyond what it is required
Level 2: Act in a creative and innovative manner
- Develop new insights into situations
- Question conventional approaches and encourage new ideas and innovations
- Design and implement new or cutting edge processes
- Encourage input and participation of all staff
Level 3: Look to the future
- Challenge the status quo by looking for new ways of doing things that will enhance the efficiency and
effectiveness of the services provided
- Take action proactively to avoid or minimize potential problems or maximize potential opportunities in
the future
- Define and address high-level challenges that have the potential to advance the state-of-the art in an
are
- Start and carry through on new projects
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Level 4: Foster a culture of initiative
- Anticipate longer-term situations and put plan(s) in place to effectively address them
- Foster an environment that anticipate and act upon potential threats and/or opportunities
- Coach others to spontaneously recognize and appropriately act on upcoming opportunities
- Provide positive and constructive input into change initiatives both within and outside immediate area
of response
5. Organizational Awareness:
Understanding the workings, structure and culture of the organization to achieve results.
Level 1: Recognize Understand Formal Structure of AUBMC and apply internal policies and
procedures
- Understand new organization and department development and how it might impact own job and
adjust work routines accordingly
- Understand and accurately apply internal policies and procedures that related to their job
- Actively support the department/organization mission and goals
- Understand the services provided by other divisions
Level 2: Understand organization issues and contribute to internal policies and procedures
- Recognize and articulate specific organizational issues or regulations and participate in developing
policies and procedures
- Is respectful and understanding of perspectives and roles of others
- Seek ways to combine efforts to address common issues
- Work with other departments to create win-win results
Level 3: Understand organization structure as well as internal & external influences
impacting the organization
- Utilize the awareness of the authority structure, key people, and both formal & informal decision-
makers within the organization to facilitate goal achievement
- Is knowledgeable of duties and skill requirements of jobs throughout the organization/department
- Apply role knowledge to job and/or organization restructuring
- Identify changes in the external environment that may advance or impede the mission of the
department and brings up responses to these issues
Level 4: Position Organization and Resources for Alignment
- Assess organizational readiness and capability for alignment
- Identify appropriate resources based on organizational strengths and weaknesses, and position them to
address specific, diagnosed
- Ensure the organization and resources are aligned with the broader organizational strategy
- Use organizational culture as a means to influence and lead the organization
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6. Professionalism:
Maintain a professional appearance and uphold ethical standards.
Level 1: Maintain a professional image
- Understand and follow rules of conduct and ethical guidelines
- Maintain a professional appearance by dressing appropriately and in accordance with AUBMC dress
code
- Apply corporate protocol and courtesy when receiving customers
- Maintain a positive and caring attitude
- Respect the beliefs and cultures of others
- Speak positively about the organization and staff at all times
- Avoid participating in the “rumor mill”
- Demonstrate loyalty to the organization and its employees
- Demonstrate a high standard of ethical behavior
Level 2: Maintain professional behavior in the unit
- Represent other employees in the unit
- Able to properly resolve ethical and business conflict
- Implement processes and structures to deal with difficulties in confidentiality
- Identify ethical dilemmas and conflict of interest situations and take actions to avoid and prevent it
- Set the standards of professionalism in the unit
Level 3: Foster a culture that reflects positive professional image
- Help others understand how their decisions and actions should be in line with the organization’s values
- Prove dependability by always following through on commitment
- Support decisions and actions that promote the organization
- Act in ways that support the organization’s success
- Actively defend the principles and methods of the organization
Level 4: Represent oneself in a professional manner outside the organization
- Support the organization’s policies and values consistently throughout the department
- Participate in organization and community activities
- Sponsor subordinates’ participation in outside activities that provide visibility and community
participation for the organization
7. Safety and Health Management:
Promote a culture of safety among employees.
Level 1: Understand and comply with health and safety policies and procedures
- Understand applicable policies and procedures
- Follow defined occupational health and safety policies and procedures
- In case of accident within the department, fill accident report
- Respond to fire alarm and coordinate department's compliance with fire procedure
- Provide evidence of regular attendance of mandatory health and safety courses
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Level 2: Ensure safe and healthy working conditions
- Ensure that work processes are free from safety and health hazards
- Take necessary actions to correct any identified safety/quality deficiencies
- Take necessary actions to correct any identified safety/quality deficiencies
- Demonstrate ability to manage risk in area supervised; identify areas for change and reports them to
people in charge
Level 3: Demonstrate up-to-date knowledge of best practices and ensure applicability and
implementation
- Able to analyze and interpret health and safety policies and determine applicability to organization
- Able to assess, develop and evaluate implementation of health and safety policies and procedures
- Able to communicate to supervisors safety matters and train them in safety and health requirements
- Able to anticipate safety issues and take proactive steps to maximize safe operations and measure the
effectiveness of action
Level 4: Set the strategy for health and safety practices throughout the organization
- Ensure effective implementation of health and safety management throughout the organization
- Set standards of the organization in health and safety management
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General Competencies:
1. Applied Technology:
Use a variety of office equipment.
Level 1: Use a variety of office equipment
- Use appropriate computer-based technology to access, input, and verify information
- Use appropriate procedures in order to be able to utilize scanners, printers, photocopy machines,
digitizers etc.
- Operate and perform tasks to maintain simple office equipment with a general understanding of its
capabilities
Level 2: Identification, selection, and usage of simple medical tools and technologies
- Identify, select, and apply tools and technological solutions appropriate to the given task
- Operate tools and equipment in accordance with established operating procedures and safety
- Use appropriate measures in determining when maintenance of the equipment is needed
- Use the appropriate methods in order to ensure equipment is used safely and without damage
Level 3: Use complex technology that needs interpretation and troubleshooting
/maintenance
- Use appropriate methods to ensure proper functioning of equipment
- Identify potential hazards related to the usage of equipment
- Operate complex equipment that needs interpretation
- Determine sources of operating error of equipment and appropriate responses
Level 4: Demonstrate up-to-date knowledge of up-coming equipments
- Reveal interest in new and emerging tools
- Support the upgrading of equipment
- Seek out opportunities to improve knowledge of tools that may assist in improving productivity
- Identify sources of information concerning state of the art medical tools, equipment, materials,
technologies, and methodologies relevant to the job
2. Business Acumen:
Quickness in understanding and dealing with a business situation in a manner that is likely to lead
to a good outcome.
Level 1: Understand business fundamentals
- Understand practical business functions and incorporate them into decision-making
- Assess and link short-term tasks in the context of long-term activities and issues
- Understand the projected direction of the business and how changes might impact the organization
- Analyze and comprehend work-unit goals and strategies
Level 2: Thinking strategically
- Able to identify essential elements and prepare plans which reflect the department's strategic priorities
- Ability to step above immediate concerns and to see the big picture
- Develops a business strategy in accordance with the department's vision
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- Understand organization's strengths and weaknesses and the competitive services within the
marketplace
Level 3: Operating strategically
- Effectively contributes to the strategic decision making with senior management team
- Has an excellent understanding of the long-term and medium term strategic objectives of the
organization and the linkages between them
- Establish a course of action to accomplish a long-term goal; communicates strategic direction and gains
commitment from staff
- Develop and propose a long-term strategy for the division based on an analysis of marketplace and
current and potential capabilities of the organization
Level 4: Set Visioning: formulating vision and showing commitment to it
- Develop and promote a coherent and persuasive vision in an inspiring way
- Translate the vision into clear strategies and objectives to follow
- Establish directions, objectives and resource requirements needed to respond to the organization vision
3. Change Leadership:
Enabling the process of change and transition.
Level 1: Accept the change
- Identify and accept the need and processes for change
- Understands how change affects current practice
- Is willing to address obstacles to change no matter how hard they are
- Is open to change and new information and listens to others' point of view
Level 2: Manage the process of change
- Explain the process, implications and rationale for change to those affected by it
- Promote the advantages of change and explains how change affects current practices
- Actively involve others in the change process when appropriate
- Seek new knowledge and tools to facilitate change for self and others
Level 3: Align change initiatives with organizational objectives
- Link projects/objectives to department's change initiatives and describe the impact on operational goals
- Anticipate specific reasons underlying resistance to change and implement approaches that address
resistance
- Identify future needs for change that will promote progress toward identified objectives
- Develop with other staff strategies to manage the change
Level 4: Champions change
- Create an environment that promotes successful change efforts throughout the organization
- Personally communicate a clear vision of the broad impact of change
- Champion changes with significant potential paybacks but possible adverse consequences
- Lead organizational change that maximizes results
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4. Computer Skills:
Using AUBMC computer and related applications to convey and retrieve information.
Level 1: Navigation, file management and internet use
- Use scroll bars, a mouse and dialog boxes to work within the computer's operating system
- Access and switch between applications and files of interest
- Navigate the internet to find information
- Open and configure standard browsers
- Send and retrieve electronic mail
Level 2: Word processing and spreadsheet
- Use a computer to type text and insert pictures
- Format, edit, and print text
- Save and retrieve word processing documents
- Use computer application to enter, manipulate and format text and numerical data
- Insert delete and manipulate cells, rows, and columns
- Create and save worksheets, charts and graphs
Level 3: Presentations and graphics
- Use a computer to create, manipulate, edit slide presentation
- Manipulate the appearance of slides
- Create simple graphics
Level 4: Databases
- Use application to manage large amounts of information
- Create and edit simple databases
- Input data, retrieve detailed records
- Create reports to communicate the information
5. Developing Others:
Fostering the development of others by providing a supportive environment for enhanced
performance and professional growth.
Level 1: Share expertise with others
- Regularly share expertise with team members to support continuous learning and improvement
- Advise and guide others by sharing experiences and discussing how to handle current or anticipated
concerns
- Participate in training new employees
- Participate in designing and providing the training presentations, programs, and/ or classes that produce
the best results
- Express positive expectations about peers’ potential and ability to learn or improve performance
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Level 2: Provide In-Depth Mentoring, Coaching, or Training
- Clarify expected behaviors, knowledge, and level of proficiency by seeking and giving information and
checking for understanding
- Provide orientation to new employees
- Address individual needs through coaching and teaching to improve learning and enhance performance
- Provide instruction, positive models, and opportunities for observation in order to help others develop
skills
- Identify new behaviors that may benefit the individual and encourage them to practice these behaviors
- Plan and design the training presentations, programs, and/ or classes that produce the best results
Level 3: Promote ongoing learning and development
- Arrange appropriate and helpful assignments, formal training, or other experiences for the purpose of
fostering a person’s learning and development (may include career pathing or career planning)
- Ensure that all employees have equitable access to development opportunities, resource and time
- Evaluate training programs to ensure content meets staff needs
- Provide direction, information and development to employees to increase their ability to make and
implement decisions
- Work with staff to develop individual development plans addressing employee needs and meeting
organizational goals
Level 4: Create a continuous learning and development environment
- Provide long-term direction regarding learning needs for staff and how to pursue the attainment of this
learning
- Design and implement opportunities for career development in anticipation of organization
restructuring, including mentoring staff and providing training
- Direct working group to design training programs focused on skills necessary for meeting strategic goals
- Design, implement, and communicate leadership development opportunities for staff at all levels in the organization
- Actively support competent employees in seeking lateral and promotional opportunities to further their career
6. English Comprehension
Level 1: Read and understand basic work-related words
- Recognize signs
- Read names and numbers
- Understand basic words
Level 2: Understand written sentences and paragraphs in work related documents
- Read and understand work-related instructions and policies, memos, bulletins, notices, letters, and
manuals
- Read documents ranging from simple and straightforward to more complex and detailed
- Read and interpret technical manuals and equipment specifications
Level 3: Business writing
- Use standard business writing that is clear, with correct spelling and grammatically correct
- Use language appropriate for the target audience, using appropriate tone and word choice
- Writing is courteous and not overly casual
- Communicate in spoken English well enough to be understood by supervisors and colleagues
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Level 4: Present written and verbal messages in an advanced English level
- Create documents such as letters, directions, reports, and manuals
- Communicate thoughts, ideas, information, and messages in a logical, organized, coherent, and
persuasive manner
- Express information verbally to individuals or groups taking into account the audience and the nature of the information
7. Ethical Practice:
A set of principles of right conduct
Level 1: Adhere to Ethical Guidelines
- Understand and follow rules of conduct and ethical guidelines
- Respect the beliefs and cultures of others
- Demonstrate a high standard of Ethical behavior
Level 2: Adhere to professional code of practice
- Deliver care in a manner that preserve and protect patients' rights, autonomy and dignity
- Maintain patient privacy and confidentiality within legal and regulatory parameters
- Serve as a patient advocate, assisting patients in developing skills for self advocacy
- Maintain a therapeutic and professional relationship with appropriate professional role boundaries
- Maintain ethical behavior as per code of practice
Level 3: Address situations of ethical distress and dilemmas
- Able to properly resolve ethical and business conflict
- Identify ethical dilemmas and conflict of interest situations and take actions to properly avoid and
prevent it
Level 4: Promote ethical practice throughout AUBMC
- Make and implement strategic ethical decisions based on principles, values and business cases
- Motivate self and others in supporting AUBMC ethical guidelines
- Promote the importance of ethical practice across the organization
8. Financial Management:
Efficient and effective management of money (funds) in such a manner as to accomplish the
objectives of the organization.
Level 1: Bookkeeping and cashiering
- Handles basic cash procedures
- Maintains account records and receipts
- Close books at the end of shift
- Charge procedures based on predefined codes
Level 2: Implements financial controls
- Audit financial controls and systems
- Performs reconciliation controls
- Applies principles of accounting in assigned area
- Performs financial transactions accurately
Page 12 of 28 Human Resources Department - AUB Medical Center
Level 3: Budgeting and financial analysis
- Prepare budgets
- Perform cost-benefit analysis to compare operating programs, review financial requests and explore
alternative financing methods
- Calculate cost of procedures and recommend prices changes accordingly
- Monitor expenditures, ongoing cost effectiveness and revenues against budget and report a variation
- Compare monthly actual results to budget, prepare variance analysis, and recommend corrective actions
in order to stay on budget
- Analyze and “drill-down” into vast amounts of data to glean insight into trends, relationships, problems,
and opportunities
Level 4: Financial planning
- Develop and monitor financial plans and link them to organization strategic plans
- Conduct financial IT planning and develop finance system strategy
- Define requirements, maintain operational parameters and monitor performance of financial systems
- Initiate and participate in setting strategies for cost/reduction and or increased revenue
- Plan and monitor use of expenditures to meet organizational objectives and compliance
9. Human Resources Management:
Ensure compliance with human resources policies and procedures.
Level 1: Demonstrate basic understanding and apply the competency in simple situations
- Promote good labor relations
- Advice staff on personnel and human resources regulations and direct others to the appropriate source
for further information
- Assist staff in simple personnel issues including completing attendance records and daily personnel
needs
- Conduct limited administrative HRM transactions
Level 2: Ability to supervise staff
- Set specific, measurable and realistic performance expectations for staff
- Work with employees to identify strengths and weaknesses and take appropriate corrective and
disciplinary actions
- Monitor, document and resolve performance management issues through formal and informal
discussions
- Give employees fair and ongoing behavioral feedback and annual performance appraisals
- Actively contribute to the interview process and motivate and retain the best people
Level 3: Demonstrate solid knowledge of one or more functions of human resources
management
- Transfer knowledge and act as consultant to various departments on HR functions and related policies
- Assist others in finding solutions consistent with sound HR practices
- Apply HR knowledge in day-to-day activities and decision-making
- Develop and initiate new systems and changes to improve HR functions
- Make sound capital resource recommendations and strategies addressing staffing gaps, payment, and
training needs
Page 13 of 28 Human Resources Department - AUB Medical Center
Level 4: Strategic human resources
- Identify long-term human resource implications of organizational initiatives and changes
- Anticipate and plan for future human resource requirements based on the long-term vision and strategic
direction
- Play a leadership role in developing new or enhanced HRM initiatives/policies
- Seek to ensure integration across HR functions and consistency across the organization
10. Information and Records Administration:
Application of organizational policies and procedures for collecting and processing, and organizing
workplace information.
Level 1: Maintain information and filing systems in accordance with organizational
requirements
- File items in accordance with organizational requirements and following
- Transfer/relocate files at regular intervals and checking obsolete or inactive files
- Understand and apply sequencing and indexing files