3.00            Planning and Organizing Work

Shows ability to plan, schedule, and coordinate work of self and others. Defines and arranges activities in a logical and efficient manner.  Effectively uses resources including time, money, and materials. 

3.01     Organizes materials, services, and activities to accomplish case goals efficiently and effectively. 

3.02     Effectively uses resources including time, money, materials and natural supports. 

3.03     Oversees case management operations (e.g. workflow, timelines, the use of resources, costs, and revenues) in order to provide services in a cost-effective manner. 

3.04     Balance needs of client vs. agency for record keeping.

4.00            Decision Making  

Shares information and involves appropriate others in the decision-making process. Makes timely, logical decisions.  Decisions are modified based on new information when appropriate. 

4.01     Suspends judgment using critical thinking skills, resists jumping to conclusions; checks out hearsay and others’ opinions in order to form opinions and conclusions based upon first-hand interaction and assessment. Recognizes that decisions are based on partnership with client.

4.02     Anticipates significant information necessary for decision-making; researches applicable information, resources, and trends. 

4.03     Recognizes when a decision is required and makes timely decisions based on available data. 

4.04     Modifies case plan if new information indicates the need to do so. 

4.05     Is open to new information and changing own opinion. 

4.06     Accountability. Takes responsibility for own decisions. 

4.07     Is able to think on one’s feet and to be decisive in ambiguous or chaotic situations. 

4.08     Knows when to be assertive, when to take a strong stand on issues, and when to confront others, including confronting the system; and when not to.

4.09     Believes in own decisions; optimistic about own ability to get the job done.

5.00            Customer Service

Seeks feedback from internal and external customers; anticipates customer needs and provides quality services to customers; continuously searches for ways to increase customer satisfaction. 

5.01     Recognizes the need for information from multiple sources for effective case management. 

5.02          Prioritizes information needs and resources for gathering and manipulating information. 

5.03     Can efficiently and effectively gather, analyze, and share critical information. 

5.04     Makes sure clients/families have all the available information needed to manage situations and make sound decisions; explains complexities in an easy-to-understand manner. 

5.05     Respects privacy, insures confidentiality of the information. 

5.06     Strives to address the needs of clients within the constraints of the system. 

5.07     Recognizes the need for creativity and flexibility to help meet client needs which are outside the traditional service system. 

6.00            Teamwork

Contributes to organizational goals; fosters collaboration among team members and among teams. 

6.01     Recognizes the team process is client driven and strengths based; and also includes community supports, family, and other agencies. 

6.02     Identifies and understands what resources are available, builds and maintains effective working relationships with a network of interdisciplinary systems. 

6.03     Understands and appreciates the different views, expertise and experience of others; understands the perspectives, strengths, and limitations of other individuals and systems. 

6.04     Participates constructively on inter and intra agency work groups and activities to clarify and improve systems, program functioning and service delivery. 

6.05     Solicits input from and supports colleagues. 

6.06     Appreciates the need for multi-disciplinary and multi-system collaboration. 

6.07     Values diversity of team approach and sharing workload, increasing range of options and modeling collaborative behavior.

7.00            Interpersonal Relations

Shows respect and tolerance for others; relates well to others, possesses good listening skills, and demonstrates trust, sensitivity, and mutual respect; recognizes the contributions diversity brings to job performance and creativity. 

7.01     Perceives strengths, needs, challenges, and feelings of others. 

7.02          Uses understanding based on listening and observation to anticipate and prepare for others’ reactions. 

7.03     Recognizes emotion-laden issues or situations and handles them with sensitivity. 

7.04     Understands and values diversity and different styles of perceiving, learning, communicating, and operating.

 8.00     Job Knowledge

Demonstrates appropriate level of understanding of relevant job knowledge. Consistently expands job knowledge and keeps abreast of new developments in the field. 

9.00     Oral Communication

Speaks clearly and expresses self well in groups and in one-on-one conversations. Demonstrates attention to and conveys understanding of comments and questions of others. 

9.01     Demonstrates attentive and active listening. 

9.02     Uses a variety of questioning techniques to elicit information needed to form conclusions or make decisions.

10.00   Written Communications

Conveys information clearly and effectively through formal and informal documents.