Customer Service: 

Every employee knows and understands his/her customers and focuses on delivering to them the highest quality services(s) in the context of the overall mission.

Demonstrates the ability to maintain high levels of customer satisfaction by meeting expectations; builds and maintains positive relationships with customers and colleagues; interacts with all customers in a polite, friendly, and courteous manner; actively listens to assess customer needs; promotes a positive public image for the organization.

Communication:  

The ability to express ideas effectively face-to-face, as well as in writing, in individual and group situations, adjusting language and terminology to the needs of the audience, and the ability to synthesize information received verbally and in writing.

Demonstrates the ability to share information in an organized, clear, and timely manner, both verbally and in writing; keeps co-workers, colleagues, staff, and supervisor appropriately informed; exhibits interpersonal skills and is an active and participative listener; uses appropriate style and language for the audience; productively processes information.

Teamwork: 

Creates effective working relationships within and across organizational boundaries.

Demonstrates the ability to maintain a positive, achievement-oriented attitude that influences others to do the same; demonstrates a willingness to work through conflict constructively; invites information, constructive criticism, and cooperation from others; demonstrates integrity through respecting confidentiality and exhibiting high standards of personal conduct.

Initiative and Ingenuity:  

The capacity for self-motivation that is manifested by innovation and creativity.

Possesses the ability to focus on improving outcomes by encouraging innovation; demonstrates the ability to anticipate obstacles and develop plans to overcome them; possesses knowledge in a particular area of trends and uses knowledge to modify existing processes; demonstrates creativity and the ability to make decisions that demonstrate a broad and creative range of options with a view toward long-term solutions; demonstrates openness to new information and approaches to stimulate in others the use of non-linear thinking; demonstrates initiative by performing duties without required prompting and close supervision; readily accepts responsibility and follows through to completion independently; accepts and adjusts to changes in the work environment and/or assignments by demonstrating flexibility.

Commitment to Quality:  

Consistently maintains a high level of quality that meets specific standard operating practices and procedures, consistent with organizational goals.

Possesses the ability to identify quality processes to meet organizational standards and minimum standard operating practices and procedures; demonstrates an understanding of the organizational goals and priorities to apply quality processes to the work; stays abreast of current techniques, methods, and skills appropriate to standard operating procedures and practices; demonstrates abilities in planning for quality evaluation and measurement activities.

Productivity:

Employee makes use of work time efficiently and productively.

Possesses the knowledge, skills, and abilities for the position to meet facility and departmental requirements; demonstrates the ability to provide services, appropriate to the job description, to serve our customers better; demonstrates the ability to seek assistance from supervisor or other team members to assure good customer service; possesses the ability to seek assistance from supervisor or colleagues to assure good customer service; ability to multi-task and set priorities, according to schedules and guidelines.

Leadership/Creating a Shared Vision:

Can inspire, influence, and empower others to achieve departmental goals. Demonstrates leadership in keeping with the District’s overall mission, vision, and values.

Demonstrates the ability to create and communicate a vision for the department that reflects organizational values and is responsive to various stakeholders and customers; establishes and maintains an environment where new ideas and solutions to problems are encouraged, evaluated, and implemented; demonstrates the ability to interact effectively at different levels with different audiences, and develops relationships with colleagues and superiors across organizational lines; possesses the ability to role model high ethical standards and personal integrity for staff; able to build strong teams that are technically competent and who are characterized by a high degree of coordination and trust.

Promoting Quality, Customer Service and Productivity: 

Utilizes continuous quality assurance processes to ensure quality, appropriate services are rendered to the customer to meet or surpass established goals and objectives

Demonstrates the ability to develop and communicate performance objectives, delegate assignments, and monitor customer service, quality, and productivity; possesses a thorough knowledge of the needs of the customer necessary to lead others; and develops quality evaluation mechanisms to link customer feedback to performance assessment; demonstrates excellent verbal and written communication skills, including supportive assurances to staff, gathering feedback, mentoring and the ability to lead staff to meet customer needs; maintains compliance with federal, state and local regulations.

Meeting Strategic Goals and Objectives:  

Plans actions to accomplish designated and desired outcomes.

Possesses the ability to maximize the utilization of financial and other resources; demonstrates knowledge in strategic planning and possesses the ability to evaluate progress toward goals and modify the course as needed; ability to evaluate information from various sources and stakeholders to determine relevant solutions to problems; demonstrates sound fiscal judgment by maintaining department within budgetary parameters.

Diversity Competencies:

In the interest of ensuring continued workforce diversity at the Health Care District management staff is required to:

• Promote team building among a diverse workforce, model a positive attitude regarding diversity, create and maintain a work environment that is respectful and accepting of diversity, and demonstrate
  recognition of the value of individual and cultural differences
• Ensure that service delivery is provided in a culturally competent way and consistently treat customers, partners, and coworkers with dignity and respect.