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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


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


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


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


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


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


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


- 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


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


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


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


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


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

- Conduct limited administrative HRM transact Follow security and confidentiality procedures

Level 2: Coordinate basic inter and intra-departmental information management

- Coordinate all aspects of transcribing and organizing service orders

- Set up requests, assemble and disassemble charts

- Enter data relevant to orders and charges

- Circulate/update changes in schedule to affected personnel

Level 3: Process and update information systems

- Update information in accordance with defined timeframes, guidelines and procedures

- Collate and dispatch in accordance with specified timeframes and well-defined research parameters

- Maintain system integrity through updating records

- Identify reliable sources of pertinent information

Level 4: Manage and analyze information

- Collect, organize, and report information in a comprehensible form

- Develop and use systems to organize and keep track of information

- Analyze data critically and submits sound interpretation

- Develop reports relevant to the subject in question

11. Inventory Management:

Plan and monitor the movement and storage of materials and supplies in coordination with

suppliers, internal systems and customer.

Level 1: Warehousing

- Receive products and supplies

- Handle appropriately and according to written instructions

- Label products as appropriate

- Transport products and distribute them to concerned department


Level 2: Operate stock control systems in-line with predetermined criteria

- Check accurately incoming stock and validate against purchase orders

- Identify minimum stock levels, ordering stock and undelivered stock orders and act accordingly

- Evaluate the requirements for the storage of supplies and organize area accordingly

- Consistently apply store policies and procedures, codes of practice and requirements in regard to stock

control

Level 3: Ensure and maintain the applicability of stock control system

- Evaluate the demand for supplies and decide stock holdings and the procurement policies

- Oversee implementation of storage strategies and plans

- Maintain schedules delivery of materials

Level 4: Ensure strategic inventory management

- Estimate the total costs of the inventory, comprised of purchasing costs, ordering costs, holding or

storage costs & opportunity costs

- Determine the economic ordering quantity

- Estimate the re-order point of materials, taking into consideration the lag time to delivery and hospital’s

rate of inventory use

- Develop schedules delivery of materials

12. Maintenance, Installation, and Repair:

Maintain and optimize medical equipment and systems.

Level 1: Perform routine maintenance of office / medical equipment

- Determine causes of operating errors and decide what should be done

- Determine when and what kind of maintenance is needed

- Troubleshoot maintenance problems in accordance with established procedures

- Communicate with others to ensure maintenance and repairs meet operational needs

Level 2: Identify, diagnose, and repair equipment problems

- Maintain equipment tools and workstations

- Investigates equipment failures and difficulties to diagnose faulty operation, and to make

recommendations

- Coordinate preventive maintenance to ensure a smooth operation

Level 3: Support installation, customization, or upgrading of equipment

- Demonstrate awareness of practices and approaches by utilizing them in related work activities

- Oversees installation, operation, maintenance, and repair to ensure that machines and equipment are

installed and functioning according to specifications

Level 4: Manage corrective, preventive and predictive maintenance

- Keep informed and updated about cutting-edge technology or information in specific area

- Establishes and coordinates the maintenance and safety procedures, service schedule, and supply of

materials required to maintain machines and equipment in the prescribed condition

- Develop, test and implement, when necessary, emergency procedures and disaster recovery plans


13. Planning and Organizing:

Establishes a systematic course of action for self or others to ensure accomplishment of

assignments and use of time effectively.

Level 1: Prioritize own work

- Organize and schedule assignments to meet priorities and work deadlines

- Adjust work schedules to accommodate changing requirements within established deadlines

- Work in an organized manner

- Handle multiple assignments or demands

Level 2: Prioritize and coordinate plans for others' work

- Plan and coordinate own work with the work of others to maximize efficiency and productivity

- Set priorities with an appropriate sense of what is most important and plans with an appropriate and

realistic sense of the time demand involved

- Know status of one's own work at all times

- Keep appropriate people informed on progress of tasks and assignments

Level 3: Determine, organize and design plans

- Assess needs, determine priorities in own area, and design comprehensive and realistic plans

- Keep clear, detailed records of activities related to accomplishing stated objectives

- Monitor plans and take corrective actions as required

- Assess adequate level of resources and organize them in a timely manner

Level 4: Provide oversight for project(s) in a defined technical area including managing all

required resources with an intended timeline and outcome

- Establish clear set of tasks and activities associated with the purpose of the project, and estimate

resources needed

- Oversee all related activities and coordinate efforts with all affected parties

- Ensure actions are performed and implemented as planned at the beginning of the project and

recommend timely adjustments that address variances

- Meet deadlines and timeline set for the completion of the project

14. Problem Solving:

Making decisions and solving problems involving varied levels of complexity, ambiguity and risk.

Level 1: Use analytical skills to solve problems in a logical and organized manner

- Recognize conflicting situations and problems as they arise and determine appropriate resources

- Generate and evaluate alternative solutions; make recommendations accordingly

- Look at data and identify causes and effects

- Analyze causes of the problem and conduct root-cause analysis

Level 2: Use creative thinking in solving problems involving varied levels of complexity,

ambiguity and risk

- Use intuition, past experience and a proven, consistent process to approach making decisions

- Determine possible solutions and actively work to resolve the problem

- Perceive impact and implications of alternative solutions; weighs relevance and accuracy of information

- Demonstrate innovation and creativity in solving problems

- Encourage staff to participate in solving problems


Level 3: Critical thinking - Seek many perspectives on issues and situations; think proactively, laterally and critically within a

problem solving context

- Identify critical elements and alternatives; organize/prioritize existing resources and new information, as

needed, to implement the most appropriate solution

- Contribute effort and skills in resolving problems through collaboration and negotiation

- Make decisions that are based on thorough and complex analysis of issues and use sound judgment

while considering both short-term and long-term implications of decisions

Level 4: Ability to analyze information and solve complex problems through the use of

theories, concepts, synthesizing, analogies, and intuitive thinking

- Consistently contribute effort, leadership, and problem solving skills to solving complex and significant

problems in a collaborative fashion

- Make high-risk strategic decisions that have significant consequences based on principles, values and

business cases

- Assess external and internal environments in order to make a well-informed decision

- Make decisions in a volatile environment in which weight given to any factor can change rapidly

15. Professional Development:

Identify and address individual strengths and weaknesses, developmental needs and changing

circumstances to enhance personal performance.

Level 1: Seek to maintain and improve personal effectiveness

- Continually self-assess and seek feedback from others to identify opportunities for improvement

- Fulfill all learning requirements required by the organization

- Take initiative in acquiring the skills and mastering the knowledge requirements of his / her current

position

- Take advantage of learning opportunities, and pursue ongoing development

Level 2: Maintain knowledge of one’s own strengths and areas of development

- Strive to develop skills and abilities for both current and future positions in the organization

- Identify career goals and pursue career development

- Exhibit continuous learning through reading, attending seminars, networking and/or memberships in

professional organizations

- Keep up-to-date with trends, interests and other external issues that may impact the organization

Level 3: Align personal development with objectives of organization

- Design personal learning objectives based on evolving needs of the business unit

- Use organizational change as an opportunity to develop new skills and knowledge

- Transfer knowledge by actively participating in conferences, seminars, and committees

- Seek out the expertise of others and develop links with experts and information sources

Level 4: Align personal learning with anticipated change in organizational strategy

- Identify future competencies and expertise required by the organization and develop learning plans

accordingly

- Continuously scan the environment to keep abreast of emerging developments in the broader work

context

- Create and facilitate forums to develop new alliances and formal networks


16. Quality Management:

Uses quality assurance and control of processes as well as products to achieve more consistent

quality.

Level 1: Conform to pre-established quality requirements

- Ensure that service conforms to the established set of quality standards

- Report quality failures to appropriate individuals for corrective actions

- Perform quality control procedures as required by the job

- Understand and apply basic principles of quality including monitoring of own practice

Level 2: Monitor quality indicators and recommend improvements

- Identify relevant quality indicators and monitor them

- Suggest and/or implement continuous improvement actions

- Undertake a systematic assessment involving analysis and interpretation of data

- Analyze incidents and trends to improve care delivery

Level 3: Appraise, interpret and apply suggestions, recommendations to improve quality of

service

- Employ audits and inspections to maintain the quality and continuous improvement process

- Work collaboratively with colleagues to ensure continuity of quality of care

- Seek new approaches and techniques to improve quality levels

- Actively participate in case review activities and clinical audits

Level 4: Develop a culture that promotes quality and improvement

- Work in partnership with others to develop quality standards

- Evaluate overall direction, policies and practice in quality management

- Develop in collaboration with concerned individuals strategies to improve quality of services

17. Resource Management:

Efficient and effective deployment of an organization's resources when they are needed.

Level 1: Use resources effectively

- Protect and use resources and assets in a conscientious and effective manner

- Follow departmental and organizational expectations related to effective resource use

- Ensure availability of needed supplies at all times

Level 2: Manage work processes for efficient use of resources

- Identify wasteful practices and opportunities for optimizing resources

- Schedule staff on different shifts and workstations

- Improve workflow, service delivery, and streamline routine services

- Keep up with the latest developments/changes/best practices in order to implement the most efficient

and effective systems


Level 3: Implement systems to ensure stewardship of resources

- Identify gaps in resources that impact the organization’s effectiveness

- Develop strategies to address resource gaps/issues and achieve operational efficiencies

- Ensure alignment of authority, responsibility and accountability with organizational objectives

- Ensure that information and knowledge sharing is integrated into all programs and processes

- Build, operate, and monitor rigorous systems for auditing, evaluation of operation, and

accuracy/reliability of information

- Build and manage workforce based on organization budget considerations and staffing needs. Develop

an HR strategy for continuity and succession planning

Level 4: Ensure strategic stewardship of resources

- Direct resources to those areas where they most effectively contribute to long-term goals

- Set overall direction for how resources and assets are to be used in order to achieve the vision and

values

- Institute organization-wide mechanisms and processes to promote and support resource management

18. Stress Management:

Maintain effectiveness in the face of stress.

Level 1: Keep functioning effectively during temporary peaks in stress levels

- Maintain focus during situations involving limited stress

- Effectively handle several problems or tasks at once

- Understand personal stressors and take steps to limit their impact

- Keep issues and situations in perspective and react appropriately (e.g., does not overreact to situations,

what others say, etc.)

Level 2: Adapt to prolonged stress levels

- Effectively withstand the effects of prolonged exposure to one or few stressors by modifying working

methods

- Maintain sound judgment and decision making despite on-going stressful situations

- Control strong emotions or other stressful responses and take action to respond constructively to the

source of the problem

Level 3: Promote stress management strategies

- Develop and apply stress reduction strategies to cope with long exposure to numerous stressors or

stressful situations

- Recognize personal limits for workload and negotiate adjustments to minimize the effects of stress,

while still ensuring appropriate levels of productivity

- Control own emotions and calms others in stressful situations

Level 4: Deal with stress affecting the organization

- Demonstrate behaviors that help others remain calm, yet focused and energized during periods of

extreme stress affecting the organization

- Maintain composure and shows self-control in the face of significant challenge facing organization

- Suspend judgment; think before acting

- Identify and consistently models ways of releasing or limiting stress within the organization


19. Teaching:

Accomplishing through either a formal or informal approach, learning, including a course of study

and lesson plan that teaches skills, knowledge and/or thinking skills.

Level 1: Instructional Practice

- Familiar with principles of curriculum and instruction

- Teach through diverse modes

- Make curricular content relevant to the experiences of students

- Organize and manage a classroom to support the growth and learning of students

Level 2: Monitor and assess student progress and learning outcomes

- Use assessment procedures consistent with content and process goals

- Know and use a range of assessment strategies that build an holistic picture of individual student

learning

- Scan and monitor student learning and modify processes and tasks when necessary

- Design a recording system of appropriate detail and utility

- Prepare information to meet certification requirements

Level 3: Plan and manage the teaching and learning process

- Plan purposeful programs to achieve specific learning outcomes

- Match content, teaching approaches and student development and learning in planning

- Link new content and processes with prior learning, contexts and interests

- Set and maintain explicit teaching and learning goals

Level 4: Reflect, evaluate and plan continuous improvement

- Evaluate teaching and learning programs

- Work with colleagues in critical review of teaching and learning policies and program

- Review program within the broad social context and update it to fit changing needs of the organization

- Develop student strategies in using learning resources and technology

20. Team Skills:

Acting effectively on teams as well as enhancing the functioning and effectiveness of other team

members and the team as a whole.

Level 1: Teamwork/Collaboration: Work collaboratively with teammates

- Cooperate with colleagues willingly, and recognize when comprise is necessary

- Put in extra effort to help others when needed/make personal sacrifices in support of team goals

- Maintain a focus on team goals and assist others in accomplishing them

- Proactively share information and learning with colleagues and seek opportunities to work on teams

Level 2: Facilitating Teams: Facilitate team effectiveness and goal achievement

- Promote team goals

- Suggest or develop methods and mean for maximizing the input and involvement of team members

- Foster team spirit and collaboration within teams

- Align the individual goals with team goals

- Facilitate the work of others by providing tools to help move the work along

- Establish team culture, motivating new team members to align their behavior with existing team culture


Level 3: Team Building & Leadership: Create, inspire, motivate and guide high-performing

teams

- Create and align individual and team goals

- Ensure that individuals are clear about their role and responsibilities within the team

- Capitalize on diverse skills and ideas with respect & understanding of different interests to achieve

positive outcome

- Remove barriers and resolve problems that disturb the team

- Direct group to achieve results by getting the most out of each group member and creating team

confidence and enthusiasm

- Recognize & reward individual team members

Level 4: Build bridges between teams

- Create or guide teams that work effectively within and across organizational boundaries

- Break down barriers (structural, functional, cultural) between teams, facilitating the sharing of expertise

and resources

- Create new opportunities for individuals to work together

- Commit time and resources to team-based projects

- Facilitate collaboration across the organization and with other organizations to achieve a common goal

21. Technical Expertise:

Depth of knowledge and skill in a technical area.

Level 1: Basic knowledgeable in technical area

- Understand and appropriately apply principles, procedures, requirements, and policies related to

specified expertise

- Troubleshoot standard technical problems and determine their cause

- Has the confidence to admit when they do not know a fact prior to performing the procedure

Level 2: Proficient Knowledge in technical area

- Is knowledgeable about and can clearly represent own area

- Present in a confident manner and works without needing direct supervision

- Seek to learn more complex procedures in specified technical area

- Interpret technical knowledge to resolve complex situations; analyze and research appropriate solutions

Level 3: Specialized Knowledge in technical area

- Provide in-depth knowledge and skill in a technical area

- Is sought out as an expert, to provide advice in the specified technical area, and demonstrates

confidence in that

- Keep informed and updated about cutting-edge technology or information in specific technical area

- Is able to develop technical solutions to new or complex problems that cannot be used using existing

methods

Level 4: Technical credibility

- Possess broad knowledge in multiple areas and advanced technical knowledge in more than one

specialty area

- Identify issues in practice which may be investigated through research

- Demonstrate awareness of new practices, approaches, by utilizing them in related work activities

- Undertake critical analysis of research findings in considering application to practice

- Make decisions in area of expertise without deferring unnecessarily to others, and is decisive when the

situation demands it


Health Care Competencies:

1. Community Service

Level 1: Participate in organization and community activities

- Able to plan for community engagement

- Able to build and maintain community relationships

- Able to provide 8hrs of community service a year

Level 2: Support participation in outside activities that provide visibility and community

participation for the organization

- Able to select the right engagement strategies

- Able to motivate subordinates in participating in required community service hours

- Coordinate special community health events to promote community services at AUBMC

Level 3: Develop and implement community service strategies

- Able to develop and implement community engagement strategies

- Able to reflect upon process and outcomes

Level 4: Build the engagement and leadership capability of the community

- Assess community service activities for relevancy to organizational goals

- Develop and implement community service strategies

2. Drug Administration

Level 1: Adept in administration of medications

- Demonstrate safe handling and administration of non-controlled/controlled drugs

- Demonstrate knowledge of drug interactions

- Explain expected effects to patients

- Identify adverse affects to medication and take appropriate action

- Demonstrate solid knowledge of drug storage, checking procedures & disposal

3. Evidence Based Practice

Level 1: Apply basic principles pertaining to evidence based practice (EBP)

- Develop understanding about evidence based practice and research

- Participate in data collection for research/EBP projects conducted

Level 2: Utilize principles of EBP to improve practice

- Utilize the best available evidence, including research findings, to guide practice decisions and propose

change in clinical practice

- Analyze and interpret research for application to practice

- Identify clinical problems specific for research

- Use research findings in the development of policies, procedures and standards of practice in patient

care


Level 3: Promote principles of EBP to improve practice

- Disseminate information about concepts, methods, and tools used in evidence-based practice

- Help subordinates in acquiring skills to perform evidence-based behavioral interventions

- Know the difference between primary and secondary (synthesized) research evidence and where to find

both kinds of evidence

- Evaluate the applicability of the evidence for a particular individual or population

Level 4: Lead / participate in EBP projects to improve care

- Appraise evidence for quality and relevance

- Apply evidence by engaging in shared decision-making with those who will be affected

- Analyze change and adjust practice accordingly

4. Health Education, prevention and promotion

Level 1: Provide education to patients/clients and / or their family members

- Provide clear explanations and instructions

- Ensure information is understood

- Involve patient and family

- Document patient education

Level 2: Determine individual learning needs of patient

- Determine type of information desired i.e. treatment, side effects, symptom management

- Recognize patient learning needs that change over time and adjusts accordingly

- Adjust teaching strategies based on age-related needs

Level 3: Act as a resource/coach for other staff related to patient education activities

- Identify teaching tools

- Identify teaching approach or strategy

- Participate in community health programs

Level 4: Determine internal and external barriers that affect readiness to learn

- Consider cultural factors that impact learning

- Create an environment that facilitates learning

- Determine priority learning needs and who needs to know what

5. Patient Assessment

Level 1: Assess patient clinical condition

- Obtain relevant health history

- Perform physical assessments and determine vital signs

- Collect complete and accurate data

- Monitor patient while on a specific treatment plan such as monitoring medical equipment for out of

limit deviations

- Conduct appropriate assessments


Level 2: Adapt assessment tools and techniques to individual patient needs

- Accurately interpret available health data to determine patient care needs

- Monitor and review care plans to meet specific needs

- Recognize areas in need of further probing

- Order appropriate assessments

Level 3: Determine need for and perform appropriate screening & diagnostic test

- Identify risk factors from a review of patient medical history

- Order and/or conduct required screenings such as biochemical, genetic, etc.

- Determines appropriate methodology for assessment

- Recognize reassuring and non-reassuring heart rate characteristics

Level 4: Assess physiological and psychological functioning when there are complex and

undifferentiated abnormalities, diseases and disorders

- Order, perform, and/or interpret various physiological as well as psychological assessments to

determine patient health and potential risks during procedures

- Plan, deliver and evaluate assessment procedures when there are complex issues

6. Plan of Care:

Level 1: Implement plan of care to meet patient needs

- Check patient identity and check valid consent/authorization to the treatment plan or intervention

- Act consistently with predetermined plan of care

- Demonstrate flexibility in providing care where resources are limited

- Report to relevant persons when resources risks compromising quality of care

- Monitor and document patient response

Level 2: Evaluate and recommend revision of individualized plans of care

- Evaluate and recommend revision to plan of care

- Review relevant data and information to ensure the appropriateness of the proposed treatment plan or

intervention to the patient's current status and future needs

- Select appropriate treatment plan in accordance with predefined policies and procedures

- Provide other stakeholders, who are involved in monitoring the treatment plan with sufficient and

timely information in accordance with organizational policies and procedures

Level 3: Formulate a plan of care

- Implement and document clear plan of care

- Evaluate and document progress towards expected outcomes and modify the plan accordingly

- Incorporate relevant assessment data in developing a plan for care

- Determine priorities for care, based on assessment, need for intervention, and patient's choice

Level 4: Establish, maintain, coordinate and monitor the care process for clients

- Make clinical judgments and provide appropriate therapeutic interventions

- Plan, deliver and evaluate interventions and/or treatments when there are complex issues


Pharmacy-Related Competencies:

1. Drug Distribution:

Manage the drug distribution system to ensure the safety, accuracy and quality of supplied

products.

Level 1: Apply relevant knowledge in the performance of tasks related to drug distribution

- Interpret drug orders and/or prescription

- Perform pharmaceutical calculation

- Select quality products and ingredients

- Demonstrate knowledge of compounding and dispensing, including labeling

- Demonstrate knowledge of acquiring and disposing of drugs

Level 2: Ensure accuracy and quality of final product

- Verify the product against the prescription and/or formulation information

- Receive proper confirmation of prescription and patient record

- Release/ distribute checked product to the right patient, healthcare personnel or authorized person

Level 3: Demonstrate ability to supervise drug distribution

- Maintain safe and effective systems of drug supply and distribution

- Adhere to distribution policies and procedures

- Supervise support staff

Level 4: Monitor drug distribution patterns

- Recognize and respond to patterns of unusual drug distribution

- Recognize and respond to patterns of drug misuse

- Implement safe and effective systems of drug supply and distribution


Supply Chain and Purchasing-Related Competencies:

1. Contract Development

Level 1: Understand the concept of specifications and contract development

- Is aware that tender evaluation and contracting processes have a role to play in achieving efficient

contracts, but would seek advice on how to carry this out

- Not required to prepare written contracts or detailed tender evaluation documents

- May provide information and clarify aspects of customer specifications for low value, low risk

specifications

Level 2: Preparation of contracts

- Understands the concepts of contracting and tender evaluation

- May evaluate and let contracts for less complex tactical purchases (commodities, services or estate

works)

- Provide general response to bids based on specifications, timelines, terms, and conditions

- Develop less complex specifications with customers, or more complex specifications under direct

guidance

Level 3: Review term and conditions of contracts

- May provide contract development advice or training to others

- Identify potential specification problems and abuses

- Fully conversant with tender evaluation and processes leading to contract award

- Has extensive experience of undertaking more complex, legally compliant, advertised tender evaluation

for a range of commodities, services or estate works

- Advise on and assists customer development of technically demanding specifications. Can articulate and

specify requirements relating to contracts for the procurement or stores function for which they have

responsibility

- Support customer development of complex specifications and can incorporate these into an appropriate

tender. Readily builds their own technical knowledge

- Prepare and solicit competitive bids, quotations and proposals

- Analyze elements of contract

- Review legal implications of contracting

- Review contract forms and conditions

Level 4: Develops contract development techniques, strategies and reporting to meet

functional, organizational requirements

- Will monitor the overall contract development strategy

- Involved in high risk / high value contract management activities, and directs action to correct deviation

from contract

- Responsible for directing strategy and tactics for major contracting and tender evaluation work ensuring

compliance with policy

- Ensures organizational procurement processes enable compliance with the all applicable legal

obligations


2. Purchasing Negotiations:

Ability to confer with others to reach resolution. Ability to explore alternatives and positions to

reach outcomes that gain the support and acceptance of all parties.

Level 1: Identifies issues for routine purchasing actions, assesses position of each party, may

explore and recommend alternatives, with oversight

- Limited awareness of when and how to negotiate, and limited direct experience of conducting

negotiations

- May undertake limited tactical negotiations on price, or be involved in a limited sense in supporting

others with larger projects under supervision

Level 2: Independently identifies issues of moderate complexity and/or scope, assesses

position of each party, explores alternatives and facilitates resolution

- Understands the principles of when and how to negotiate

- Has some practical experience of leading and conducting negotiations for non-business critical projects,

or against pre-agreed objectives, or supporting negotiations on more complex projects

Level 3: Identifies issues of significant complexity and/or scope. Assesses position of each

party, explores and develops creative alternatives, facilitates and implements resolution

- Fully understands when and how to negotiate

- Has good experience of successfully conducting a range of negotiations across a variety of commodities

and market sectors to achieve objectives

- Complete cost and price analysis, including profit, total cost, and life cycle cost analysis

- May lead on some strategic and business critical negotiations

- Can adapt/flex tactics during a negotiation

Level 4: Substantial and recognized knowledge and experience of when to negotiate

- Extensive experience of successfully conducting negotiations across a range of commodities, services or

estate work requirements

- Leads on complex and strategically important negotiations

- Is excellent communicator and uses body language and a variety of styles during a negotiation to

achieve objectives

- Evaluate competitive bids to determine the best offer

- Receive, control and abstract bids

- Complete a technical and operational analysis

- Identify potential negotiation strategies and tactics

- Study organizational factors that may impact negotiations

- Examine market and product conditions

3. Purchasing Techniques and Methods:

Possession of professional skill and/or knowledge of large scale purchasing, laws, policies,

regulations, practices and purchasing methods and procedures.

Level 1: Basic Purchasing Skills

- Applies basic working knowledge of procurement laws, contract law, purchasing practices, and quality of

goods/commodities and/or services being purchased

- Applies basic working knowledge of accounting principles and methods in relation to purchasing needs

- Implements established rules and regulations; reviews work for compliance to standards, and may

propose procedural changes and/or policy revisions

- Utilizes information technologies to meet work needs


Level 2: Proficient purchasing skills

- Applies thorough knowledge of purchasing methods and procedures and various grades and qualities of

goods/commodities and/or services being purchased. Stays abreast of changes in purchasing methods

and practices

- Applies thorough knowledge of accounting principles and methods of contracting in relation to

purchasing needs

- Interprets established rules and regulations, reviews work for compliance to standards. Proposes

procedural changes and policy revisions for approval

- Accesses/queries information technology to facilitate program goals and procedures

Level 3: Advanced purchasing skills

- Applies expert knowledge of purchasing methods and procedures and various grades and qualities of

goods/commodities and/or services or being purchased

- Applies expert knowledge in the review and analysis of specialized procurement issues

- Applies expert knowledge of the specialized subject area and related procurement laws and regulations.

Analyzes rules and regulations and standards, develops and recommends procedural and policy changes

- Applies expert knowledge of technology to respond to unusual situations

- Builds, or has already established, a very sound understanding of technical subject. Demonstrates

creativity and innovation in the development of complex specifications

Level 4: Develop a procurement/acquisition plan

- Develops longer term, leading practice approaches to managing purchasing activities. Defines and

understands state, national and/or global supply landscape; understands cost drivers, and shares data

- Commands a deep understanding and knowledge base of external commodity markets and potential

market impacts and other effects to maximize cost opportunities

- Subject matter expert and champion’s applicable information technology and internal controls to meet

work needs

- Possess an expert knowledge of the organization, its mission, its relationship with clients and constituents

4. Supplier Evaluation and Selection

Level 1: Is aware that ongoing supplier management is important beyond the contract award

stage, but does not routinely carry out any SM

- May provide tactical support to others undertaking SM

- Is aware that ongoing supplier development is important beyond the contract award stage, but does not

routinely carry out any SD

- May provide tactical support to others undertaking SD

- May assist team leader, monitor or report contractor performance issues or problems to others

Level 2: Understands the principles of SM, but has limited commercial focus and awareness

beyond the tender stage

- Understands the principles of SD, but has limited commercial focus and awareness

- Supplier Development takes place, but without adequate structure and rigor

- Identify and select potential sources of materials and services

- Manage and develop lists of recommended sources

- Works with customers to ensure that materials/services are delivered according to contract


Level 3: Experience of supplier management and how to ensure ongoing SM throughout the

lifetime of the contract

- Apply supplier development techniques planned through the lifetime of a contract

- Develop and apply aspects of partnership working and supplier development with specific organizations

within the supply base, while maintaining suitable scrutiny and transparency

- Specify supplier performance evaluation factors

- Conduct supplier visits and/or evaluations to determine suitability when needed

- Resolve contract and/or purchase order differences with suppliers

Level 4: Develop strategic relationships with key suppliers and able to mentor and advise

others

- Identify latest thinking in SM and looks for ways to gain benefit from their implementation

- Develops supplier development techniques and manages the development of complex supplier

relationships

- Create and maintain strategic relationships with a core set of suppliers

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