Customer Service
Develops and maintains productive and collaborative work relationships with all clients (internal and external who utilize services) by listening, understanding and responding to apparent and underlying needs, resolving problems, and continually seeking to provide the highest quality service
ContributingJourneyAdvanced
Develops and maintains productive and collaborative work relationships and responds promptly and accurately to clients based on established policies and procedures
Develops and maintains productive and collaborative work relationships in order to facilitate effective service in assigned HR area and problem resolution with clients
Enhances collaboration among individuals and groups and builds consensus when dealing with opposing points of view and resolving competing or complex issues. Promotes a high level of integrity among all staff
Explains established HR procedures and practices in terms of client needs and business results and goals. Follows up on issues needing policy interpretation with higher-level HR staff or supervisor and responds back to clients
Explains the application of HR policies and procedures in terms of client needs and business results and goals; identifies options and makes recommendations within established guidelines to meet competing needs
Ability to engage and act in the best interests of the organization by aligning service delivery with strategic goals, client’s needs, and HR best practices
Understands the clients’ mission, goals and HR needs.Understands the value of HR services to the client and how to deliver those services. Understands the unique needs of clients and provides responsive services/answers tailored to their requirements. Maintains quality service standards and recommends improvements
Communication – Verbal/Written
Clearly conveys information (verbal and written) with and to individuals or groups to ensure information is shared and that messages are understood. Demonstrates effective use of listening skills and displays openness to other people's ideas and thoughts. Gains credibility by fostering respect for all individuals and points of view
ContributingJourneyAdvanced
States verbal and written messages in a clear manner and uses HR terms and examples that are understandable to clients and include their business goals
Listens and confirms understanding of the issue and then communicates appropriate information in a concise and clear manner; conveys concepts in an organized and appealing manner that clients can apply directly to the situation or issue
Listens to assure understanding of the issue and then persuasively conveys more involved, multiple-issue information to clients; adjusts communication style as needed. May develop materials to assist others in explaining or understanding similar issues
Relays HR information and explains HR processes to clients; responds to client needs within established parameters
Explains the application of HR processes and procedures using sources that clients can reference. Conveys information with specific references to guidelines, systems operation, vendor materials, policies and/or procedures or other sources. Speaks in terms of business results and goals in addition to using HR technical terms
Delivers complex or adverse information; advises and consults with clients to ensure accuracy of the communication and understanding of the message. Places message in con with the organization’s broader business perspective. Drafts internal policy and work processes
Uses correct grammar, punctuation, and spelling to communicate basic information
Uses a writing style and format that are appropriate for the audience.Assesses audience and adjusts communication style as appropriate
Communicates by email, letter, or memoranda to request information needed to process HR transactions or to report factual information regarding actions. s actions as requested or according to guidelines. Some or all communication may require review by a higher-level HR staff member or supervisor
Composes communication describing the action(s) taken to resolve an issue or to initiate or terminate a procedure. Creates presentations using a variety of media to convey meaningful information to an individual or group. Anticipates barriers to new initiatives. Advises and consults with others to ensure accuracy and appropriateness of the communication’s , con and tone