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Suggested Accountabilities and Competencies

Day-to-Day Accountabilities are core products and/or services that the role is responsible for delivering. Managers or supervisors should pre-determine the content of these Accountabilities, so they support the function of the department and/or organization.

Day-to-Day Accountability Categories

Product/Service Definition Examples
Administration Work that supports the timely and accurate flow of information, products and services.

• Calendars

• File Maintenance

• Spreadsheets

• Work Orders

Development Work associated with finding, energizing, supporting and developing employees who deliver customer satisfaction, financial or operational results.

• Workforce Plans

• Training Courses

• Human Resources Policies

• Development Plans

Client Satisfaction  Direct work with clients (students, faculty, alumni, co-workers), associated with solving problems and enabling them to accomplish their goals more effectively/efficiently.

• Client Satisfaction Feedback

• Delivery of Planned Solution

• Problem Diagnosis

• Problem Resolution

Communication  Work associated with the design, delivery, and distribution of ideas and information.

• Communication Plans

• Newsletters

Expense Control  Work associated with achieving financial goals.

• Expense Plans

• Budgets

• Expense Control Policies

Operational  Work associated with achieving operational goals. • Program Execution
Planning  Work associated with providing a documented course of action.

• Operating Plan

• Loss Prevention Plans

• Fiscal Plans

Leadership and Technical Competencies are knowledge, skills and behaviors needed by individuals to achieve business goals that make the organization successful today and in the future. Competencies distinguish exceptional individual performance and contribute to organizational success.

Competencies are a combination of knowledge skills and behaviors which:

• Distinguish exceptional individual performance;

• Contribute to organizational success;

• Are observable and measurable; and

• Can be developed.

Competencies are not:

• Traits, motives or attitudes;

• Job descriptions; or

• Minimum threshold skills.

There are two types of competencies:

Leadership Competencies are generally relevant to all individuals in the organization, regardless of role.

o Understand Clients

o Deliver Customer Satisfaction

o Demonstrate Passion for Academic Excellence and Diversity

o Develop Effective Relationships

o Develop High Performance Teams

o Demonstrate Business Savvy

o Deliver Value-Added Results

Technical Competencies are knowledge, skills and behaviors that are unique to a particular profession or area.

o Administration Knowledge

o Business Process Re-engineering Skill

o Customer Relationship Skill

o Client Skill

o Computer Skill

o Conceptual Integration

o Contracting Skill

o Distribution Knowledge

o Electronic Systems Skill

o Equipment Knowledge

o Execution Skill

o Facilitation Skill

o Feedback Skill

o Finance Knowledge

o Flexibility

o Group Process Skill

o Health and Safety Knowledge

o Higher Education Knowledge

o Inventory Skill

o Management System Knowledge

o Negotiation Skill

o Organizing Skill

o Presentation Skill

o Product/Service Knowledge

o Program Management Skill

o Public (Community) Relations Knowledge

o Records Management Skill

o Research Skill

o Resiliency

o Sourcing Skill

o Strategic Planning

o Visioning Skill

o Writing Skill

Technical Competency Menu

Managers or supervisors should identify Technical Competencies; select the five most important competencies needed to perform your job from the menu below. Selections by manager or supervisor should be accepted or agreed upon by employee.

Technical Competency Knowledge, Skills, and Behaviors

Administration Knowledge

• Understands administrative processes

• Understands administrative procedures

• Understands which forms to use

• Understands how to reduce bureaucracy

Business Process Reengineering Skill

• Redefines organizational priorities

• Uses technology to improve the institution

• Simplifies structures and processes

Employee Relations Skill

• Understands employee relations policies

• Performs fact-finding services

• Assists with disciplinary issues

• Provides solutions to resolve issues

Client Skill

• Assesses needs

• Makes client-focused decisions

• Develops relationship

• Delivers value-added solutions

Computer Skill

• Uses computer applications effectively

• Uses computer to manage work

• Uses computer to analyze reports

• Adapts quickly to changing software

Conceptual Integration

• Recognizes patterns

• Visualizes the interrelationships of things

• Assimilates new information quickly

• Integrates complex concepts

Contracting Skill

• Meets with customer to identify need

• Works with customer to improve performance

• Follows up with customer

Distribution Knowledge

• Knows distribution systems, and applications

Electronic Systems Skill

• Applies knowledge of electronic systems

Equipment Knowledge

• Knows how specific type(s) of equipment work

Management Systems Knowledge

• Understands information processing services

• Understands decision support services

Negotiation Skill

• Defines and evaluates multiple points of view

• Secures win-win agreements

• Represents special interest in decision

Organizing Skill

• Understands what needs to be organized and when

• Establishes procedures

Presentation Skill

• Expresses ideas and information orally

• Achieves intended purpose

Product/Service Knowledge

• Knows the features of specific product/service

• Knows the value of specific product/service

• Knows the conditions under which they are used

Program Management Skill

• Manages asset(s) over time

• Coordinates series of planned projects

Project Management Skill

• Selects and applies the appropriate tools

• Coordinates people/resources to achieve goals

Public (Community) Relations Knowledge

• Knows how to project an image to the public (community)

• Know how to secure the community’s support

Records Management Skill

• Stores data in an easily retrievable form

• Adheres to institutional records management policies

Research Skill

• Uses formal inquiry methodologies

• Develops formal inquiry methodologies

Execution Skill

• Translates priority into tactical reality

• Manages implementation of plans

Facilitation Skill

• Focuses on the goals of a work session

• Influences interaction in meetings/classes

• Manages conversation to attain goals

Facilities Skill

• Plans logistics cost effectively

• Coordinates logistics efficiently

Feedback Skill

• Conveys observations

• Inspires others to act upon observations

• Provides developmental suggestions

Finance Knowledge

• Knows financial and economic priorities

• Knows how financial issues relate to the College


• Works in dynamic environment

• Adjusts priorities when situations change

• Adapts quickly to a variety of situations

Group Process Skill

• Describes what is happening in a group

• Influences the impact of group dynamics

• Addresses tasks, relationships and needs

• Gives and receives feedback in a group

Health and Safety Knowledge

• Knows relevant legislation and procedures

• Knows HACCP procedures

• Knows MSDS/NH OSHA requirements

• Knows emergency procedures

Higher Education Knowledge

• Knows variables that affect/define higher education

• Knows the issues and economic vulnerabilities

• Knows the information sources

Inventory Skill

• Monitors inventory

• Rotates inventory

• Utilizes “dead stock” items


• Functions well during constant change

• Moves forward after setbacks

• Applies learning from setbacks

Sourcing Skill

• Proactively scans for new sources

• Uses networks to identify new sources

• Remembers attributes of past products/sources

Strategic Planning Skill

• Selects appropriate methods and tools

• Assesses internal and external opportunities

• Assesses internal and external constraints

• Develops plans for the future

Visioning Skill

• Visualizes possible and probable futures

• Visualizes implications of probable futures

Writing Skill

• Expresses ideas in a written form

• Follows generally accepted rules of grammar

• Achieves an intended purpose


Last Updated: 4/15/10