Proficiency Levels for Leadership Competencies
Table of Contents
Leading Change
Creativity and Innovation .................................................................................................1
External Awareness ..........................................................................................................2
Flexibility..........................................................................................................................3
Resilience..........................................................................................................................4
Strategic Thinking.............................................................................................................5
Vision ................................................................................................................................6
Leading People
Conflict Management........................................................................................................7
Leveraging Diversity.........................................................................................................8
Developing Others............................................................................................................9
Team Building...................................................................................................................10
Results Driven
Accountability...................................................................................................................11
Customer Service..............................................................................................................13
Decisiveness......................................................................................................................14
Entrepreneurship ..............................................................................................................15
Problem Solving................................................................................................................16
Technical Credibility ........................................................................................................17
Business Acumen
Financial Management.....................................................................................................18
Human Capital Management............................................................................................19
Technology Management..................................................................................................20
Building Coalitions
Partnering.........................................................................................................................21
Political Savvy ..................................................................................................................22
Influencing/Negotiating ....................................................................................................23
Fundamental Competencies
Interpersonal Skills...........................................................................................................24
Oral Communication ........................................................................................................25
Integrity/Honesty...............................................................................................................26
Written Communication....................................................................................................27
Continual Learning...........................................................................................................28
Public Service Motivation.................................................................................................29
Proficiency Levels for Leadership Competencies
U.S. Office of Personnel Management 1
LEADING CHANGE: This core qualification involves the ability to bring about strategic change, both
within and outside the organization, to meet organizational goals. Inherent to this ECQ is the ability to
establish an organizational vision and to implement it in a continuously changing environment.
Creativity and Innovation - Develops new insights into situations; questions conventional approaches;
encourages new ideas and innovations; designs and implements new or cutting edge programs/processes.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Devises new methods, procedures, and approaches
having agency-wide impact
• Develops new performance management system
aligned with agency vision to measure staff
performance
• Develops, introduces, defends, and gains support
for a new approach impacting the budget process
agency-wide
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Creates new methods for planning, designing, and
carrying out program objectives
• Organizes and leads cross-divisional work group
in developing creative solutions to address
problems
• Creates new units to streamline functions based on
work flow analysis
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Creates a system to redistribute work across units
during unexpected situations
• Solicits feedback from team members in the
creation of new agency initiatives and services
• Displays creativity by deviating from traditional
methods in developing new procedures
• Reevaluates current procedures and suggests
improvements to ensure an effective, streamlined
process
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Creates a new quality control system to monitor
unit processes
• Uses cutting-edge ideas to develop business unit
services
• Works with coworkers to coordinate a project
using a creative process
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Recognizes creativity in work unit
• Considers innovative ideas generated by others
Proficiency Levels for Leadership Competencies
External Awareness - Understands and keeps up-to-date on local, national, and international policies and
trends that affect the organization and shape stakeholders' views; is aware of the organization's impact on
the external environment.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Examines and utilizes best practices to build an
organizational infrastructure
• Develops programs taking into account multiple,
diverse views and needs of other agencies or
external organizations
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Provides policy advice to officials which are
consistent with local, national, and international
policies and trends
• Reflects industry best practices in the development
of agency-wide policies and procedures
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Considers the impact of a shift in programmatic
direction to meet the needs of local and national
customers
• Synthesizes complex information gathered from a
variety of external sources and disseminates it to
staff
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Gathers and summarizes information to predict
stakeholder views on a new policy
• Considers external policies and trends when
reviewing correspondence, reports, and policy
documents
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Keeps up-to-date by attending key meetings
hosted by other agencies or organizations
• Keeps abreast of developments of other parts of
the organization
U.S. Office of Personnel Management 2
Proficiency Levels for Leadership Competencies
Flexibility - Is open to change and new information; rapidly adapts to new information, changing
conditions, or unexpected obstacles.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Implements a successful action plan after a major
organizational change
• Prioritizes, considers alternatives, and responds
quickly and effectively to unexpected and rapidly
changing conditions
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Adjusts organizational priorities quickly as
situations change
• Shifts agency goals and initiatives to align with
administration and Congressional priorities
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Realigns resources to meet changing customer
needs
• Takes feedback into consideration while
implementing organizational change
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Uses staff feedback to streamline processes in
order to meet deadlines
• Adjusts project plan based on input from staff and
stakeholders
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Meets with team to adjust and coordinate
schedules to accommodate all team members
• Adjusts staff assignments based on feedback and
work load priorities
U.S. Office of Personnel Management 3
Proficiency Levels for Leadership Competencies
Resilience - Deals effectively with pressure; remains optimistic and persistent, even under adversity.
Recovers quickly from setbacks.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Defends current policy to high-level officials by
explaining legal ramifications of suggested
changes and the potential impact of legal action on
the organization
• Demonstrates persistence when providing
rationale to staff during times of significant
organizational change
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Responds to setbacks by developing alternative
approaches to determine the best course of action
• Maintains unit's effectiveness, quality, and morale
during organizational change
• Cultivates internal and external stakeholders to
develop strategies for obtaining funding from
alternate sources following budget cuts
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Perseveres on project despite changing objectives,
deliverables, and deadlines
• Develops strategies using existing resources for
achieving objectives following budget cuts
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Meets with employees resistant to organizational
change to address concerns
• Maintains composure and direction in high-
pressure situations
• Accepts negative feedback in a constructive
manner and adjusts behavior accordingly
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Reduces project deliverables following funding cut
• Continues presentation to customer despite
technical difficulties with audio-visual system
U.S. Office of Personnel Management 4
Proficiency Levels for Leadership Competencies
Strategic Thinking - Formulates objectives and priorities, and implements plans consistent with the
long-term interests of the organization in a global environment. Capitalizes on opportunities and manages
risks.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Anticipates a demographic change in society and
establishes a vision to effect change through
formulation and implementation of objectives and
priorities
• Designs approaches and procedures to develop a
strategic plan supporting key national goals and
objectives
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Leads and directs a strategic planning team to
address and outline the future direction of an
organization
• Establishes strategic performance measures to
allow the organization to continually assess and
adjust program direction
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Conducts review of the agency's core mission and
gathers information from relevant sources to
support development of a strategic plan
• Develops and implements Governmentwide or
agency policy by determining target audience,
building coalitions with the appropriate
population, and developing a budget
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Considers customer needs and trends in the
development of strategic plans
• Implements strategic objectives and develops
metrics to assess attainment of work unit goals
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Develops project teams and staffing plans based
on consideration of strategic objectives
• Ensures team objectives are consistent with
strategic plan
U.S. Office of Personnel Management 5
Proficiency Levels for Leadership Competencies
Vision - Takes a long-term view and builds a shared vision with others; acts as a catalyst for
organizational change. Influences others to translate vision into action.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Develops an approach to improve efficiency and
effectiveness of the organizational structure by
using creative reorganizing concepts
• Considers various viewpoints from internal and
external sources when developing new
organizational mission and vision
• Builds nationwide coalitions to develop and garner
support for shared programs
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Directs and provides guidance to managers to
develop long-term strategic plan for the division
• Educates agency officials about new system and
outlines how the long-term benefits align with
agency goals
• Conducts workshop with employees, human
resources staff, and customers to build a vision,
strategy, and goals for the unit
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Involves employees and stakeholders in an
organizational change process by conducting
meetings and providing frequent updates
• Acknowledges organizational strengths and
develops plan to address areas needing
improvement
• Communicates vision and mission of new office to
employees while incorporating employee feedback
for ideas on accomplishing new goals and
objectives
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Involves staff in setting annual goals to ensure
buy-in
• Conducts interviews with staff to ascertain
organization's needs
• Conveys vision of agency to staff and stakeholders
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Meets with staff to address concerns about new
organizational structure
• Develops and generates support for work group
vision
U.S. Office of Personnel Management 6
Proficiency Levels for Leadership Competencies
LEADING PEOPLE: This core qualification involves the ability to lead people toward meeting the
organization's vision, mission, and goals. Inherent to this ECQ is the ability to provide an inclusive
workplace that fosters the development of others, facilitates cooperation and teamwork, and supports
constructive resolution of conflicts.
Conflict Management - Encourages creative tension and differences of opinions. Anticipates and takes
steps to prevent counter-productive confrontations. Manages and resolves conflicts and disagreements in
a constructive manner.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Leads managers through consensus process on
agency's response to controversial issues
• Resolves conflicts arising at the agency level due
to competing objectives, limited resources, or
differing perspectives
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Recognizes conflict and takes steps to address
issues by meeting with the involved parties
• Mitigates staff concerns regarding agency-wide
issues by investigating allegations and taking
appropriate action
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Meets with employees and addresses concerns
regarding critical issues in an open and honest
manner
• Takes action to address behavior issues to ensure
employees treat each other with respect
• Manages conflict among team members by
utilizing mediation techniques
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Implements changes to ensure work environment
is fair and equitable based on employee concerns
• Ensures employees receive mediation to resolve
issues affecting the workgroup
• Resolves issues by meeting one-on-one with team
member
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Addresses employee concerns by providing
accurate information to reduce conflict or concern
within workplace
• Takes action to address employee grievances
U.S. Office of Personnel Management 7
Proficiency Levels for Leadership Competencies
Leveraging Diversity - Fosters an inclusive workplace where diversity and individual differences are
valued and leveraged to achieve the vision and mission of the organization.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Creates a diverse and inclusive environment after a
major reorganization which brings together
different cultures, ideas, and experiences
• Identifies creative approaches for targeted
recruiting to develop a representative workforce
that benefits from diverse strengths
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Builds a diverse staff with a variety of skills who
function effectively to accomplish the mission of
the organization
• Develops a creative initiative focused on
recognizing the various dimensions of diversity to
encourage inclusiveness in the workplace
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Recognizes and utilizes skills of staff with diverse
backgrounds to benefit the organization, clients,
and coworkers
• Addresses and corrects the use of inappropriate
language or actions which deride diversity
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Adheres to EEO policies, goals, objectives, and
philosophies of valuing diversity in performing
everyday duties and responsibilities
• Builds teams leveraging diverse capabilities of
staff
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Attends diversity programs to increase staff
awareness
• Meets with staff to obtain input on diversity issues
within workgroup
U.S. Office of Personnel Management 8
Proficiency Levels for Leadership Competencies
Developing Others - Develops the ability of others to perform and contribute to the organization by
providing ongoing feedback and by providing opportunities to learn through formal and informal
methods.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Designs and implements opportunities for career
development in anticipation of agency
restructuring, including mentoring staff and
providing training
• Directs working group to design training programs
focused on skills necessary for meeting strategic
goals
• Designs, implements, and communicates
leadership development opportunities for staff at
all levels in the organization
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Recommends details and developmental
assignments to staff based on career interests and
work unit needs
• Recognizes staff potential and guides employees
in developing skills by recommending appropriate
training and sources of information
• Works with staff to develop individual
development plans addressing employee needs and
meeting organizational goals
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Assesses staff and provides timely and consistent
feedback regarding technical proficiency and
effectiveness
• Provides constructive feedback, guidance, and
reinforcement to employees regarding job
performance
• Works with staff to identify work goals and create
individual development plans
• Evaluates training programs to ensure content
meets staff needs
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Encourages employees to participate in mentoring
programs and other learning opportunities
• Pairs new staff with seasoned employees to
facilitate understanding of the position and
organization
• Provides orientation to new employees
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Provides developmental feedback to staff on job
performance
• Involves staff in developing project goals and
timelines
U.S. Office of Personnel Management 9
Proficiency Levels for Leadership Competencies
Team Building - Inspires and fosters team commitment, spirit, pride, and trust. Facilitates cooperation
and motivates team members to accomplish group goals.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Leads a team to address controversial agency-wide
legislative and regulatory policy issues
• Inspires interagency team to accomplish long-term
strategic goals
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Promotes cohesiveness of a dysfunctional team by
defining roles and responsibilities of each team
member and establishing overall objectives
• Leads teams to implement Congressional
programs and interact with legislative
representatives
• Motivates agency-wide team by assigning work
based on team member skill level and area of
interest
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Includes entire team in decision-making process
when developing mission and goals for the
division
• Creates senior-level teams to design and
implement requirements for new systems and
procedures
• Leads team from various organizational units to
create new systems or processes
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Encourages staff to share skills and abilities within
work group to facilitate completion of challenging
tasks
• Forms teams to identify and address agency
concerns
• Informs team members of issues requiring
resolution and considers input
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Works with team to implement operating
procedures within agency
• Suggests utilizing team building exercises to
improve office dynamics
U.S. Office of Personnel Management 10
Proficiency Levels for Leadership Competencies
RESULTS DRIVEN: This core qualification involves the ability to meet organizational goals and
customer expectations. Inherent to this ECQ is the ability to make decisions that produce high-quality
results by applying technical knowledge, analyzing problems, and calculating risks.
Accountability - Holds self and others accountable for measurable high-quality, timely, and cost-
effective results. Determines objectives, sets priorities, and delegates work. Accepts responsibility for
mistakes. Complies with established control systems and rules.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Revises and communicates to employees
expectations and methods for achieving results in
light of failed or delayed agency-level project
• Administers and provides oversight of a new
complex procedure which delegates responsibility
for compliance to various agencies or parties
• Accomplishes cultural change of accountability
among staff by defining roles and responsibilities
to ensure agency goals are met
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Provides and promotes position information across
divisions to educate staff on respective duties,
performance expectations, and consequent impact
on accomplishment of agency goals
• Holds staff accountable for new performance
standards and expectations by taking action with
employees not meeting standards
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Implements new guidelines and procedures
mandated by Congress
• Accepts responsibility when missed deadlines
affect major project outcome
• Develops and implements internal controls for
pilot program to manage potential barriers to
implementation
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Investigates claims of employee violations and
encourages staff to take responsibility for actions
• Outlines goals and assesses workgroup progress
towards goal achievement
• Plans and researches safety issues and contacts
agency to ensure safety standards are fully utilized
• Distributes workload among staff to ensure staff
meet key deliverables
U.S. Office of Personnel Management 11
Proficiency Levels for Leadership Competencies
Accountability (continued)
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Maintains confidentiality of sensitive information
by establishing new policies and procedures for
handling such information
• Delegates work to staff to ensure responsibilities
are completed
• Meets weekly with team to monitor progress of
work plans
• Outlines written policies and procedures to ensure
consistent adherence by staff
U.S. Office of Personnel Management 12
Proficiency Levels for Leadership Competencies
Custome
r Service - Anticipates and meets the needs of both internal and external customers. Delivers
high-quality products and services; is committed to continuous improvement.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Develops innovative customer service initiative
which significantly improves quality and enhances
customer satisfaction
• Implements organization-wide customer service
initiative to raise employee skill levels to improve
customer service
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Anticipates growing customer needs and
expectations to continuously improve product
development and service delivery
• Creates work group consisting of stakeholders and
neutral parties to develop solutions to customer
service barriers
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Designs and implements guidelines to improve
products and services
• Develops customer satisfaction surveys, analyzes
results, and makes necessary improvements
• Addresses customer service deficiencies by
involving employees to identify solutions
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Develops guides and user manuals for customers
• Ensures products and services comply with
customer requirements
• Streamlines procedures based on customer
feedback
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Addresses customer questions in a timely manner
• Updates agency website to reflect changes to
services
U.S. Office of Personnel Management 13
Proficiency Levels for Leadership Competencies
Decisiveness - Makes well-informed, effective, and timely decisions, even when data are limited or
solutions produce unpleasant consequences; perceives the impact and implications of decisions.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Uses limited information to solve a variety of
complex problems during a crisis situation
• Solves highly-complex technical, administrative,
and policy issues involved in the implementation
of new systems and programs by making timely
decisions
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Changes course of action despite public support
when new information indicates previous strategy
would not succeed
• Makes timely decisions using available
information regarding severe operating budget
reductions including possible reductions in force
(RIFs)
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Decides to redesign current performance appraisal
system to better meet organizational needs
• Makes the decision to solve controversial
workplace issue by establishing an employee task
force
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Makes sound and timely decisions for a project,
team, or work unit
• Seeks out best practices to make organizational
decisions
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Develops meeting agenda and determines topics
for group decision making
• Determines the appropriate individuals needed for
a decision making process
U.S. Office of Personnel Management 14
Proficiency Levels for Leadership Competencies
Entrepreneurship - Positions the organization for future success by identifying new opportunities; builds
the organization by developing or improving products or services. Takes calculated risks to accomplish
organizational objectives.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Assesses customer needs and develops innovative
products and services to address recommendations
• Implements an innovative strategic campaign to
accomplish agency goals
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Takes calculated risks by creating new and
innovative business lines
• Conducts research and develops business
proposals resulting in a high return on investment
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Creates a new product, service, or policy based on
requirements submitted by users
• Makes recommendation to invest in emerging
technologies to produce new products
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Identifies concepts for new programs, products, or
services
• Seeks feedback for new products or services based
on customer needs
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Considers current guidelines when developing a
new product
• Considers feedback when developing a new
service
U.S. Office of Personnel Management 15
Proficiency Levels for Leadership Competencies
Problem Solving - Identifies and analyzes problems; weighs relevance and accuracy of information;
generates and evaluates alternative solutions; makes recommendations.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Improves organizational efficiency by developing,
planning, and implementing a multi-tier solution
to complex or unprecedented problems
• Develops and implements a remediation plan
restoring stakeholder confidence in a critical
agency program
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Synthesizes information from internal and external
sources to develop an action plan addressing
program issues
• Addresses systemic barriers inhibiting the
achievement of results by forming teams to
conduct focus groups and develop solutions
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Reconciles conflicting and/or incomplete
information to develop solutions
• Applies appropriate methodology to discover or
identify policy issues and resource concerns
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Addresses routine organizational problems by
leading a team to brainstorm solutions
• Establishes guidelines to clarify complex and/or
controversial processes
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Proposes solution to improve customer satisfaction
• Determines cause of workforce problem and
recommends corrective action
U.S. Office of Personnel Management 16
Proficiency Levels for Leadership Competencies
Technical Credibility - Understands and appropriately applies principles, procedures, requirements,
regulations, and policies related to specialized expertise.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Serves as expert consultant to external managers
on complex and controversial matters
• Uses expert knowledge in subject matter area to
develop new approaches to resolve technical
problems
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Provides expertise in technical subject area to an
organization or team
• Develops technical portions of agency guidelines
for internal and external use
• Evaluates, incorporates, and communicates the
latest developments in specialty area through
agency guidelines and criteria
• Provides technical expertise in the design and
implementation of agency-wide projects
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Resolves technical issues promptly by determining
and correcting problems
• Advises staff on solutions to complex problems,
projects, or programs
• Uses technical expertise to identify and resolve
conflicts between theories, procedures,
requirements, regulations, and policies
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Provides staff with feedback and support on
technical issues
• Makes technically sound recommendations to
develop effective work products
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Interacts with staff to understand technical aspects
of job duties
• Gathers technical information from internal and
external stakeholders
U.S. Office of Personnel Management 17
Proficiency Levels for Leadership Competencies
BUSINESS ACUMEN: This core qualification involves the ability to manage human, financial, and
information resources strategically.
Financial Management - Understands the organization's financial processes. Prepares, justifies, and
administers the program budget. Oversees procurement and contracting to achieve desired results.
Monitors expenditures and uses cost-benefit thinking to set priorities.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Designs and implements an agency-wide financial
management system to meet organizational
objectives
• Develops agency-wide financial procurement
procedures and policies
• Audits major acquisitions having agency-wide
impact, presents findings, and recommends
corrective actions
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Develops and implements new procurement
system to support agency program within time and
budgetary constraints
• Ensures financial commitments and deadlines are
met by facilitating and assessing processes,
situations, and issues and takes corrective action,
as needed
• Considers implications of financial decisions and
suggests methods for meeting needs of staff and
the organization overall
• Develops, justifies, and manages organization-
wide budgets for annual projects and programs
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Conducts research to determine resource needs
and guides the procurement process to acquire
resources
• Conducts a cost-benefit analysis to develop sound
financial plans with programmatic impact
• Follows established guidelines and procedures to
ensure approval of funding for key initiatives
• Prepares and monitors office's annual operating
budget
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Justifies requested budget allocation to
management in relation to program objectives
• Allocates program budget across multiple projects
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Ensures inventory accounting is accurate and
complete
• Monitors income and expenditures for projects
U.S. Office of Personnel Management 18
Proficiency Levels for Leadership Competencies
Human Capital Management - Builds and manages workforce based on organizational goals, budget
considerations, and staffing needs. Ensures that employees are appropriately recruited, selected,
appraised, and rewarded; takes action to address performance problems. Manages a multi-sector
workforce and a variety of work situations.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Redesigns organizational structure to provide
improved service to customers by considering
organizational goals, timeframes for achieving
goals, and staff responsibilities
• Creates new agency-wide human capital programs
and activities to meet strategic objectives
• Leads task force to analyze agency-wide staffing
needs and develops strategy to address recruitment
needs
• Develops new agency-wide incentive program to
retain employees with technical expertise
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Develops rewards system to recognize the impact
of employee contributions to the organization
• Identifies creative strategies to recruit employees
with the required skills and qualifications, despite
having limited resources
• Identifies mission critical occupations and
associated competencies needed to perform
organizational functions
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Reviews and updates position descriptions and
performance plans
• Explains restructuring plan to staff and addresses
concerns
• Recognizes employee contributions by rewarding
employees publicly
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Recognizes and addresses deficiencies of human
resources processes or tools
• Provides positive feedback to high-performing
staff and rewards exceptional performance
• Considers impact of personnel decisions on
current staff
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Makes personnel decisions based upon promotion
criteria and position requirements
• Utilizes peer recognition process to recognize
employees
• Meets with employees to set performance goals
• Hosts employee appreciation dinner for staff
U.S. Office of Personnel Management 19
Proficiency Levels for Leadership Competencies
Technology Management - Keeps up-to-date on technological developments. Makes effective use of
technology to achieve results. Ensures access to and security of technology systems.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Prioritizes and approves agency investment in
information technology (IT) applications and
systems
• Identifies IT system shortcomings, researches
options, and advocates a redesign and restructure
of the process to implement new system
• Reforms infrastructure and develops innovative IT
business systems by leveraging expert IT
knowledge and sharing information with staff
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Improves ability of agency to gather and act on
data from stakeholders by using online surveys
and related IT tools
• Improves agency productivity by expanding the
use of existing IT applications for use by clients
and staff
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Applies technical knowledge of IT system to
ensure access to, and security of, the system
• Uses IT knowledge to streamline nationwide data
collection processes and increase output
• Develops automated system formulas to calculate
costs
• Manages the implementation of a new electronic
processing system in the agency
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Works with contractors to implement an IT system
change to meet requirements of a new legislative
mandate
• Researches information technology systems to
meet specific program needs
• Adapts processes to keep pace with new
technological developments
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Determines specifications for a new technology
system
• Streamlines online training to eliminate redundant
information
• Promotes IT security by disseminating IT security
information and reinforcing it
U.S. Office of Personnel Management 20
Proficiency Levels for Leadership Competencies
BUILDING COALITIONS: This core qualification involves the ability to build coalitions internally
and with other Federal agencies, State and local governments, nonprofit and private sector organizations,
foreign governments, or international organizations to achieve common goals.
Partnering - Develops networks and builds alliances; collaborates across boundaries to build strategic
relationships and achieve common goals.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Develops, publicizes, and garners support for
programs and policies by meeting with key
officials, executives, unions, employees, and other
interested parties
• Partners with key officials from various offices
and agencies to develop strategic goals
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Collaborates with headquarters, regional offices,
and key stakeholders to implement new initiatives
• Partners with various parties by sharing
information and resources across multiple levels to
establish new programs
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Builds consensus with partners by considering
input and promoting trust between various parties
• Gains support from key leaders and staff within
the organization to ensure support for work
objectives and team initiatives
• Coordinates with partners regarding new strategies
to ensure consistent communication with agencies
• Ensures future partnerships by developing strong
relationships and resolving issues with partners
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Considers stakeholder input when developing
strategies to ensure mutually agreeable initiatives
• Coordinates with various agencies to plan and
conduct annual events
• Coordinates across and within organizations to
determine required resources to support goals
• Works with a team of managers or employees
across agencies to address mutual issues and
concerns
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Meets regularly with peers and supervisors to
identify recurring issues
• Develops and maintains network of stakeholders
for collection and sharing of information
• Meets with staff to discuss plans to implement
strategic goals
U.S. Office of Personnel Management 21
Proficiency Levels for Leadership Competencies
Political Savvy - Identifies the internal and external politics that impact the work of the organization.
Perceives organizational and political reality and acts accordingly.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Understands political issues and effectively works
with Congress to receive legislative approval
• Leads reorganization of an agency by meeting
with stakeholders to understand perspectives and
reach consensus on organization-wide plan
• Responds to allegations during Congressional
hearing
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Ensures staff understands documentation and
required metrics to analyze political issues
• Meets with community leaders to discuss political
issues and address concerns
• Establishes a clear vision for the organization by
meeting with managers agency-wide to ensure
initiatives are understood
• Addresses controversial political issues by
conducting research and considering best practices
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Evaluates political implications by considering
different courses of action on a key issue
• Meets with key decision makers to ensure
approval of new office space to support an agency
manpower increase
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Addresses political issues that may impact internal
and external stakeholders
• Develops relationships with new political leaders
in the agency
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Considers impact of union when addressing
employee performance expectations
• Considers staff concerns regarding organizational
changes
U.S. Office of Personnel Management 22
Proficiency Levels for Leadership Competencies
Influencing/Negotiating - Persuades others; builds consensus through give and take; gains cooperation
from others to obtain information and accomplish goals.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Convinces colleagues and management to accept
recommendations involving substantive agency
resources and changes in established practice
• Influences external executive decision makers to
achieve substantive goals
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Negotiates with leaders for changes to
reorganization design based on feedback from
subordinates
• Develops plan and convinces high-level agency
officials to adopt approach by meeting with
officials to explain points
• Guides a team of experts to provide advice on, and
build credibility for, a multi-level negotiation
process
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Develops trust among various parties involved in a
negotiation process
• Persuades manager to change leadership position
or approach to better fit a situational need
• Represents the organization in reaching
agreements with other organizations and
contractors
• Obtains union buy-in for a change in working
conditions by using open and honest
communication and by carefully listening to the
union leadership's ideas
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Meets with team leaders to gain buy-in for new
direction of division
• Uses factual information to support own point of
view when meeting with team members
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Explains to staff the importance of their
involvement on high stakes projects
• Recommends employee seek professional
assistance for personal issues affecting work
performance
• Justifies request for internal resources to
accomplish goals
U.S. Office of Personnel Management 23
Proficiency Levels for Leadership Competencies
FUNDAMENTAL COMPETENCIES: These competencies are the foundation for success in each of
the Executive Core Qualifications.
Interpersonal Skills - Treats others with courtesy, sensitivity, and respect. Considers and responds
appropriately to the needs and feelings of different people in different situations.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Interacts with public interest groups with opposing
viewpoints while conducting the organization's
work
• Is consistently open and approachable when
resolving highly sensitive and complex issues
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Treats individuals from all levels of the agency
with courtesy and sensitivity
• Meets with staff and listens to their perspective on
organizational policies and procedures
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Makes self accessible to employees at all levels
• Corrects employee mistakes in a courteous manner
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Shows employees empathy and respect
• Welcomes new employees into organization by
explaining mission and agency goals
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Interacts with co-workers in a tactful manner
• Responds to employee inquiries
U.S. Office of Personnel Management 24
Proficiency Levels for Leadership Competencies
Oral Communication - Makes clear and convincing oral presentations. Listens effectively; clarifies
information as needed.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Presents complex information articulately when
meeting with key executives or public officials
regarding a high-visibility issue
• Testifies before Congress on a catastrophe's or
significant issue's impact on the agency's
responsibilities and requirements
• Communicates sensitive information of broad
organizational impact on topics without
precedence
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Conducts presentations and briefings for high-
level agency officials
• Presents, explains, and defends agency positions
and proposals to staff and stakeholders
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Communicates with committee regarding
necessary actions and suggested approaches to
accomplish committee objectives
• Conveys information clearly and concisely to
ensure staff or team members remain focused on
agenda items
• Explains benefits to stakeholders to gain
acceptance of programmatic change
• Presents information, analyses, and
recommendations to officials and stakeholders
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Communicates effectively with staff by
conducting regular meetings to discuss initiatives
and current events
• Explains and clarifies policy to affected parties
• Provides status updates to management team
during quarterly division meeting
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Communicates agency goals and initiatives to staff
in a clear and concise manner
• Communicates information regarding
organizational changes to staff
• Updates supervisors on project status
• Listens actively to staff ideas and concerns
regarding work-related issues
U.S. Office of Personnel Management 25
Proficiency Levels for Leadership Competencies
Integrity/Honesty - Behaves in an honest, fair, and ethical manner. Shows consistency in words and
actions. Models high standards of ethics.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Promotes a climate of openness and honesty and
does not penalize responsible dissent
• Does not acquiesce to inappropriate personal
requests for favors, political pressure, or promise
of gain
• Displays fortitude to support ethical actions that
may negatively impact self or stakeholders
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Instills a climate of trust by admitting own
mistakes and taking responsibility for one's actions
• Discusses potential ethical problems and wrong-
doing with employees and responds appropriately
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Communicates honestly with employees regarding
potential changes affecting the organization to
ensure staff are treated fairly
• Investigates issues and takes corrective action, as
appropriate
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Provides staff with accurate information about the
vision of the agency and outlines changes in an
upfront manner
• Remains fair and objective when determining skill
set needed for projects to select effective team
members
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Establishes open and honest communication with
employees
• Addresses concerns with employee behavior in a
confidential and respectful manner
U.S. Office of Personnel Management 26
Proficiency Levels for Leadership Competencies
Written Communication - Writes in a clear, concise, organized, and convincing manner for the intended
audience.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Writes, reviews, and publishes advanced research
findings and guidelines to be made available to
other groups and agencies
• Writes white paper on key agency objectives for
use by high-level officials
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Writes complex technical reports using clear
terminology and a concise format for use by high-
level decision makers
• Reviews technical reports, edits materials, and
provides suggestions to improve clarity while
ensuring documents are targeted to the intended
audience
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Develops documents outlining agency mission and
goals for use by the local community
• Writes reports and position papers outlining
various viewpoints on controversial subjects
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Writes daily briefs or guidelines to ensure
employees are provided with updated information
• Develops press releases to ensure important issues
are addressed
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Summarizes recommendations made in annual
report
• Drafts checklist to track project status
U.S. Office of Personnel Management 27
Proficiency Levels for Leadership Competencies
Continual Learning - Assesses and recognizes own strengths and weaknesses; pursues self-
development.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Engages in systematic, self-directed training and
development activities aligned with the strategic
needs of the agency
• Applies what is learned in training to produce a
major positive impact for the agency
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Completes leadership development program
including training, coaching, and mentoring
opportunities and applies key learnings
• Arranges and completes rotational assignment
meeting own developmental goals and aligning
with organizational strategies
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Completes human capital training required for
managers and applies key learnings
• Recognizes areas needing improvement and takes
training to increase skills
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Solicits periodic feedback to continually improve
quality of own work
• Visits other work sites to gain understanding of
staff functions and daily tasks
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Attends professional conferences to maintain
technical knowledge
• Recognizes opportunities for self-development
U.S. Office of Personnel Management 28
Proficiency Levels for Leadership Competencies
U.S. Office of Personnel Management 29
Public Service Motivation - Shows a commitment to serve the public. Ensures that actions meet public
needs; aligns organizational objectives and practices with public interests.
Proficiency
Level
Proficiency Level Definition Proficiency Level Illustrations
Level 5 -
Expert
• Applies the competency in
exceptionally difficult
situations
• Serves as a key resource and
advises others
• Designs and develops programs to address critical
community requirements
• Elicits employees' commitment to serve the public
good in responding to a disaster
Level 4 -
Advanced
• Applies the competency in
considerably difficult
situations
• Generally requires little or no
guidance
• Partners with community leaders to develop
neighborhood action plans
• Cultivates relationships with community
stakeholders to validate usefulness of proposed
products and services
Level 3 -
Intermediate
• Applies the competency in
difficult situations
• Requires occasional guidance
• Approves funding documentation in accordance
with procedures to ensure public resources are
utilized appropriately
• Improves processes used to monitor contractors
and vendors for supplies, services, and/or
equipment to ensure government funds are
expended appropriately
Level 2 -
Basic
• Applies the competency in
somewhat difficult situations
• Requires frequent guidance
• Reviews unit's policies and procedures on a
regular basis to ensure they are consistent with
public needs
• Determines community needs by surveying
citizens
Level 1 -
Awareness
• Applies the competency in
the simplest situations
• Requires close and extensive
guidance
• Responds promptly and accurately to public
inquiries about agency policies
• Suggests gaining feedback from public regarding
new policy
