Competency Library - Level 1 Proficiency

Flexibility/Adaptability

Definition

Adjusts thinking and behaviour to resiliently face change and uses experience to fuel growth. Embraces failure as a learning opportunity for themselves and others. Enables the process of change and transition while helping others deal with the effects of change. Adapts approach as the requirements of a situation changes.

Behaviours

• Able to work effectively in a changing environment.
• Open to changing processes, practices, and direction.
• Participates in initiatives designed to prepare for change.
• Readily adapts to change and uncertainty.

Emotional Intelligence

Definition

Demonstrates self-awareness in identifying their emotions and regulating their behaviour. Seeks to understand and empathize with others’ emotions, needs, and perspectives to guide their interactions. Aligns actions with CGS' values and expectations.

Behaviours

• Reflects on their own emotions and behaviour with guidance.
• Expresses an interest in understanding others’ emotions and perspective.
• Is open to adjusting behaviour and interactions with training and guidance.
• Uses provided self- and relationship-management techniques (e.g. communication tools, resilience tools) as required in their role.
• Behaves in a way that is consistent with the organization's values.

Planning, Coordination and Execution

Definition

Demonstrates the personal drive to achieve results through upfront planning and coordinates work such that they achieve results by priority setting, contingency planning, and problem solving to remove barriers. Effectively assesses and manages risk, and measures results. 

Behaviours

• Prioritizes work to deliver objectives on time and to the highest standard.
• Follows direction and seeks clarification when required.
• Brings forward any obstacles or challenges to work completion in a timely manner so deadlines continue to be met.
• Takes initiative and is not satisfied with the status quo.
• Adheres to and investigates issues that interfere with organizational processes, policies, and compliance requirements.

Business Acumen

Definition

The ability to understand the business implications of opportunities and decisions, and to contribute to the improvement of functional performance within a team.  It requires an ability to see the larger picture beyond a single business function by having an awareness of business issues, processes and outcomes, and the impact they have on the community and CGS’s strategic direction.

Behaviours

• Demonstrates a basic understanding of business fundamentals.
• Works to improve their understanding of the organization and business objectives.
• Appropriately applies existing policies to address business needs.

Customer/Resident Focus

Definition

Prioritizes and acts upon the needs of both internal and external customers. It is the ability and willingness to understand and address their needs and continually provide high levels of service by keeping customer needs at the forefront of activities.

Behaviours

• Actively listens and asks questions to determine customer needs.
• Addresses internal and external customer inquiries promptly and in accordance with customer service standards.
• Keeps customers up to date and well informed.
• Brings forward internal and external customer service incidents and concerns.
• Takes pride in delivering high-quality service.

Organizational Awareness

Definition

Contributes to the organization by understanding the key relationships and power bases within one’s own and other organizations with which one interacts, and to use that understanding to lead CGS services more effectively.

Behaviours

• Demonstrates knowledge of the organization's mission, vision, and values.
• Understands department's core functions and capabilities.
• Understands how the job contributes to departmental goals and key performance indicators.
• Complies with basic organizational policies and regulations.
• Demonstrates knowledge of the strategic direction of the organization.

Judgment and Decision Making

Definition

Uses critical thinking in decision making to gather information and understand causes and risks to identify best possible solutions. It involves being unbiased and objective, and aware of the short- and long-term impacts of decisions on various individuals or groups both within the CGS and externally.

Behaviours

• Actively contributes to the creation and evaluation of possible solutions.
• Acts on solutions selected and decisions made as directed.
• Makes effective decisions about how to complete work tasks.
• Demonstrates the capability of breaking down concrete issues into parts and synthesizing information succinctly.
• Collects and analyzes information from a variety of sources.

Commitment to Continuous Learning and Digital Literacy

Definition

Continuously develops and enhance one’s own and others’ personal and professional skills, knowledge and abilities. This implies a deep willingness and desire to learn new things. Champions and uses current and new technologies to support efficient and effective service delivery.

Behaviours

• Actively seeks feedback and opportunities to learn new knowledge and skills.
• Accepts and acts on constructive criticism.
• Seeks to learn lessons from both successes and failures.
• Uses existing technology efficiently as required in their role.
• Adopts new technology with the help of training and resources.

Innovation

Definition

The willingness and ability to take a creative approach to problems or issues, to “think outside the box”. Thinks beyond the confines of traditional models to recognize opportunities and find new and better ways of doing things. Encourages experimentation and accepts failure as a driver of innovation.

Behaviours

• Engages in departmental discussions to improve processes and outputs.
• Open to new ideas and ways of doing things.
• Generates and shares new ideas and approaches.
• Participates in discussions about what led to the success or failure of new approaches or ideas.

Building Collaborative Relationships

Definition

Develops internal and external trusting, professional relationships by being capable of working well with others both on the team and cross-functionally to achieve individual goals, team and/or organizational goals.  Purposefully develops networks to build value through collaboration. Values diverse perspectives and working with others to achieve the best output possible.

Behaviours

• Treats team members with respect.
• Contributes to team decisions and to the achievement of team goals and objectives.
• Demonstrates a positive attitude.
• Works cross-functionally to achieve common goals and to support the achievement of other team/department's goals.
• Values working in a diverse team and understands the importance of differing perspectives to develop unique solutions or ideas.

Impact and Influence

Definition

The ability to persuade or gain the commitment of others.  Positively impacts others' thinking, decisions, or behaviour through inclusive practices, relationship building, and a thorough understanding of the environment in which CGS operates. Drives action through influence, often without authority.

Behaviours

• Uses facts and concrete examples to demonstrate a point and gain support from others.
• Openly listens to the perspectives of others.
• Builds relationships through honest and consistent behaviour.
• Understands the impact of their own actions and how others will perceive it.

Inclusion

Definition

Effectively and appropriately interacts with others to build relationships and actively listen to others. It includes the ability to reflect on verbal and non-verbal behaviour and communicate effectively and in a manner that contributes to an environment in which all employees feel a sense of belonging, valued for their differences, and empowered to participate and contribute freely.

Behaviours

• Respects the uniqueness of individuals.
• Listens to others’ points of view with an open mind and tries to relate to their experience.
• Understands the impact of their own actions and how others might perceive it.
• Speaks up and challenges non-inclusive behaviours and work practices.