• Maintains positive work relationships.
• Treats others with courtesy and respect.
• Is cooperative and responsive.
• Builds trust and works with integrity.
• Treats others with respect, courtesy, tact, and friendliness and actively attempts to be helpful
towards others.
• Accepts criticism, is open to new ideas, and handles conflict constructively and diplomatically.
• Consistently able to obtain the cooperation of others.
• Works through conflict for positive solutions/results.
• Promotes cooperation and teamwork.
• Learns from conflict and makes appropriate changes.
• Takes initiative to improve working relationships and foster feelings of mutual respect with
coworkers and customers.
• Makes a special effort to boost employee morale and create a positive work environment.
Customer Service
• Keeps appointments, call-return commitments, etc.
• Is approachable and responsive to customers and others.
• Shows appropriate patience with complaining customers and employees.
• Treats the customer with respect and courtesy
• Provides consistent, quality service to all customers.
• Is available to the customer and provides accurate, consistent, and honest information.
• Listens to the customer and provides feedback that will benefit the customer in the future.
• Understands who the customer is.
• Strives to satisfy customer needs.
• Offers appropriate and innovative solutions to customer problems.
• Demonstrates courtesy and a professional attitude in handling customer complaints.
• Responds promptly to requests for information and/or assistance.
• Meets customer expectations in a timely manner/Delivers what has been promised.
• Follows up with customer in a timely manner.
• Responds to telephone and e-mail messages within four hours.
• Anticipates future needs/problems of customers and takes action to meet these needs or solve
problems.
• Makes an extra effort to keep customers accurately informed.
• Understands the customer from their point of view. Has a thorough knowledge of the customer’s
world and is able to anticipate customer’s requests.
Accountability
• Provides consistent, timely, high quality work.
• Adheres to established work schedule.
• Arrives at work and meetings on time.
• Meets assigned deadlines without additional prompting by supervisor or others.
• Follows established call-in procedures for their department and submits leave request form
within four hours of returning to the work place.
• Submits time sheets on time and correctly completed.
• Actions and speech reflect a commitment to the agency.
• Always finishes assignments on time, meets deadlines.
• Administrative paperwork is accurate and submitted on time.
• When on leave, arrangements are made for “current” work/responsibility to continue.
• Responds to change with a genuine desire to do what it takes to get the job done, regardless of
the need to make adjustments. Employee accepts the change and is instrumental in
seeing that the change is perceived positively by others and is carried out in a way that
improves the overall operation of the department.
• Knows how to keep confidential information confidential.
• Never disparages the agency or its employees in public.
• Completes projects ahead of time without compromising the quality of work.