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ADMINISTRATIVE TECHNICAL (A/T) ROLE

Supports OU’s strategic objectives, as an individual contributor, by providing administrative, technical, and/or operational support and services to faculty, staff and/or students

Continuous Learning & Development

Application of Knowledge & Continuous Learning
Falls Below Expectations Meets Expectations Exceeds Expectations

Demonstrates knowledge of only the most basic procedures and processes within area of responsibility

Often looks to others to interpret information, solve problems, and recommend solutions

 

Falls behind in knowledge of emerging technology

 

Continues to use outdated technology even when new technology is available and more effective

 

Lacks awareness of overall department issues and direction

Applies knowledge of procedures and processes within area of responsibility

 

At entry level, typically operates within prescribed parameters; with more experience, uses judgment and draws upon past experience to interpret information, solve problems and/or recommend solutions

 

May occasionally lead team projects/initiatives within a work area

 

Recognizes barriers to completing assigned work/projects and uses judgment to determine when to seek assistance or clarification

 

May serve as a resource/coach for those with less experience

Stays current with relevant emerging technology; seeks opportunities to apply available technology to improve organization's results

Meets Expectations and:  

Demonstrates superior expertise and knowledge of procedures and processes within area of responsibility

 

Is sought out to lead team projects/initiatives within a work area

 

Is considered a key information source regarding emerging and cutting-edge technology

 

Frequently coaches and mentors those with less work experience

 

Foresees potential barriers to completing work assignments; suggests solutions and submits for approval where necessary

 

Often presents innovative recommendations and solutions to supervisor, not just problems/obstacles

 

Innovation & Managing Change
Falls Below Expectations Meets Expectations Exceeds Expectations

Refuses to accept and adapt to change

 

Tends to view change as a hindrance to accomplishing work goals

 

Clings to “the way we’ve always done things around here”

 

May actively resist change by interfering with attempts to incorporate new work techniques and/or tools into daily work routine

Adapts to change by seeking to understand implications of change for one's own job and adjusting as needed

 

Is willing to try new ways of performing work that may lead to increase in one's own effectiveness and/or that of work area

 

Regularly seeks training to improve skills required by changing work environment

 

Meets Expectations and:

Recognizes the benefits and risks of change; promotes the benefits and takes steps to minimize the risks

 

Suggests and supports new ways of performing work that may lead to increase in one’s own effectiveness and/or that of work area

 

 

Performance Management & Development
Falls Below Expectations Meets Expectations Exceeds Expectations

Views performance management as a required administrative process rather than an opportunity for personal growth

 

Only uses performance management process when requested by supervisor

 

Fails to track progress against performance goals, resource issues, etc.; updates supervisor on progress only when asked

 

Responds negatively to or disregards constructive feedback from others

 

Provides feedback to others only when asked or required or in a disrespectful manner

 

Lacks commitment to continuous development and performance improvement

 

Falls behind in facilitating direct report’s performance management process

Actively uses performance management process in ongoing interaction with supervisor and peers; applies to direct reports where appropriate

 

Keeps supervisor updated on progress against performance goals, resource issues, etc

 

Shows willingness to learn from others; seeks feedback and responds quickly to it; provides feedback in a timely manner, in constructive and respectful terms

 

Takes responsibility for continuous development and performance improvement

 

Meets Expectations and:

Views performance management as a key responsibility

 

Integrates performance management process into daily work operations and encourages similar practices in direct reports, where appropriate

 

Places high priority on personal development and continuous growth

 

Is adept at providing constructive feedback to peers and others who may be resistant to suggestions

 


Shared Accountability & Collaboration

Customer Focus
Falls Below Expectations Meets Expectations  Exceeds Expectations

Is slow to act on customer requests for assistance

 

Can be rude and disrespectful to customers when hurried or under stress

 

Often misinterprets customer requests and must correct previous actions taken on customer’s behalf

 

Takes the minimum action necessary to meet customer expectations

 

Fails to follow-up with customer to ensure needs were met

 

Fails to explain to customer’s satisfaction rationale behind the inability to provide service

 

Often forwards customer requests directly to peer or supervisor instead of taking personal responsibility for customer’s needs

 

Fails to see how changes to current work processes could increase customer satisfaction

 

Maintains current work processes when changes could increase customer satisfaction

Responds promptly and courteously to customer requests for information and/or assistance

 

Confirms/clarifies understanding of  customer requests/issues in order to provide service and/or develop work solutions that meet or exceed customer needs; checks for customer satisfaction

 

Effectively follows OU policies in a manner respectful to customers

 

Takes personal responsibility for resolving customer issues

 

Meets Expectations and:

Asks customers for feedback on a regular basis; uses information gathered to anticipate future customer needs

 

Keeps customer updated on status of request throughout process

 

Checks for customer satisfaction both during and after the request for assistance

 

Looks for opportunities to adjust personal work processes to become more customer driven

 

Suggests opportunities to create more customer-focused  work processes within work area

 

 
Teamwork
Falls Below Expectations Meets Expectations  Exceeds Expectations

Can be uncooperative when working with team members

 

Lacks enthusiasm when participating in team activities; may attend but not actively participate

 

Keeps information and lessons learned to self; does not share within or across work groups

 

Puts own needs and concerns above the needs and concerns of the work group

 

Prefers to do work independently even when work could be better accomplished by teaming with others

Develops effective working relationships inside and outside immediate work area

 

Contributes ideas and shares information within and across work groups; shares lessons learned

 

Works with others to accomplish common goals

 

Meets Expectations and:

Leads efforts to help others develop effective working relationships throughout the organization

 

Conveys a positive manner and influence in a team environment

 

Volunteers to lead team initiatives

 

Acknowledges successes of others in accomplishing team goals

 

Recognizes when a team approach is the better way to solve work problems

 

Willing to invest extra time and effort towards accomplishing team goals

 
Respect for People
Falls Below Expectations Meets Expectations  Exceeds Expectations

Fails to consider the views of others in daily work operations.  Avoids communication except when necessary

 

Is unable to handle sensitive situations with tact

 

Reacts with hostility when opinions are challenged; resists compromise; may create conflict

 

Avoids working with men and women from a variety of ethnic, social and educational backgrounds

 

May use slurs and negative comments about other groups; calls attention to others’ differences

Listens actively.  Maintains frequent and open communication

 

Shows understanding of others’ perceptions and reacts accordingly

 

Displays cooperative and open-minded behavior in working with others; demonstrates willingness to compromise

 

Diplomatically handles situations without raising antagonism or hostility

 

Behaves professionally and supportively when working with men and women from a variety of ethnic, social and educational backgrounds

 

Avoids using stereotypes when dealing with others; may correct others on the use of slurs and negative comments about other groups

Meets Expectations and:

Serves as a role model for active listening and communication skills

 

Able to positively influence and negotiate where there are opposing ideas or diverse perspectives

 

Looks for opportunities to work with men and women from a variety of ethnic, social and educational backgrounds

 

Communicates the benefits of welcoming diverse backgrounds and perspectives throughout work area and across organizational lines

 

Sees differences in people and their views as opportunities for learning and personal growth

 

Projects a sense of trust and trustworthiness to others

 

Speaks out against the use of inappropriate language, slurs, and other negative comments

 
Performance Initiative
Falls Below Expectations Meets Expectations  Exceeds Expectations

Often misses deadlines; work assignments completed are of poor quality

 

Makes excuses for and often repeats mistakes

 

Requires constant supervision and follow up; work must be carefully reviewed to ensure that it meets quality standards

Does not work to improve the quality/productivity of work area

Assumes responsibility for completing work assignments; meets commitments and deadlines

 

Accepts responsibility for mistakes; learns from them, and applies lessons learned to completion of future work

 

Takes steps to maximize contribution of own work

Takes actions and/or recommends actions to increase quality/productivity of work area

 

Meets Expectations and:

Frequently completes work assignments ahead of deadlines

 

Sets and meets challenging goals for self

 

Maintains a consistently high level of productivity even under adverse conditions

 

Frequently catches own mistakes, takes measures to correct them promptly, and shares lessons learned.

 

Thinks through implications of work projects; anticipates and prepares for work problems that are not obvious to others

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