PRETRIAL SERVICES AGENCY COMPETENCIES Chemist-Toxicologist Adaptability Adaptability Communication Communication Initiative Initiative Conscientiousness Conscientiousness Planning and Organizing Planning and Organizing Critical Thinking Thinking and and Problem Problem Solving Solving Critical Interpersonal Skills Skills Interpersonal Teamwork Teamwork Customer Service Service Orientation Orientation Customer Knowledge of of Lab Lab Safety Safety Procedures Procedures Knowledge Use and and Maintenance Maintenance of of Lab Lab Equipment Equipment Use Knowledge of of Screening Screening and and Confirmation Confirmation Analysis Analysis Knowledge Procedures Procedures Technical Knowledge Knowledge of of Principles Principles of of Chemistry, Chemistry, Technical Toxicology, Forensic Forensic Science, Science, Pharmacology, Pharmacology, and and Toxicology, Laboratory Science Science and and Instrumentation Instrumentation Laboratory Expert Witness Witness Testimony Testimony
Expert Knowledge of of Confidentiality Confidentiality Rules Rules and and Regulations Regulations Knowledge PSA Organizational Organizational Knowledge Knowledge PSA Computer Proficiency Computer Proficiency Professionalism Competencies Results Oriented Competencies Interpersonal Competencies Technical Competencies 2 Chemist-Toxicologist Knowledge of Lab Safety Procedures Demonstrates an understanding of safety procedures for use of lab testing equipment (e.g. fume hood use, safety glasses, hygiene, etc.). Understands properties, proper applications, safety protocols, and Universal Safety Precautions (e.g., HAZMAT procedures) for use and disposal of reagents and chemicals used in sample testing procedures. Understands and follows guidelines for reporting safety incidents and deficiencies. Does Not Meet Expectations Meets Expectations Fails to follow correct safety procedure or Consistently follows standard equipment protocol for lab testing equipment, creating safety procedures and applies the correct potential unsafe situations for self or others. safety protocols based upon activity and environment. Misuses or misidentifies chemicals and Properly identifies and handles the reagents used in routine lab procedures. chemicals/reagents used regularly within the lab. Fails to properly dispose of reagents and chemicals used in the lab. Disposes of reagents and chemicals routinely used in the lab correctly. Fails to report identified safety incidents or deficiencies or behaves in an unsafe manner. Correctly reports any safety incidents and notifies appropriate personal of any safety deficiencies. Exceeds Expectations Performs more advanced aspects of lab testing equipment maintenance (e.g., changing gas cylinders). Correctly handles a wide variety of chemicals/reagents not routinely used; demonstrates advanced knowledge of procedures for accidental exposure or use of stabilizers to contain spills.
Has detailed knowledge of the properties of and MSDS for chemicals and reagents used in the laboratory; is able to help and assist others in reagent and chemical disposal. Coaches/mentors others and serves as a resource on lab safety procedures; performs in-house training as needed. Use and Maintenance of Lab Equipment Provides first level support in monitoring, error diagnosis, calibration, and management of laboratory equipment. Knows and applies quality assurance, maintenance, and record keeping standards for lab testing and equipment. Troubleshoots equipment problems, calling in service personnel when required, to improve performance. Does Not Meet Expectations Does not complete relevant training needed to operate lab equipment; lacks some needed knowledge of lab equipment use and maintenance information. Meets Expectations Completes relevant training needed to operate and maintain lab equipment; demonstrates sufficient knowledge to perform responsibilities effectively. Does not properly calibrate or monitor lab equipment at times. Monitors and calibrates lab equipment correctly according to established requirements. Is generally unable to diagnose basic equipment problems and/or over relies on others to troubleshoot routine equipment problems; does not follow standards for regular testing and maintenance of lab equipment. Performs basic equipment diagnostics and spots routine errors correctly, applying appropriate corrective action. Exceeds Expectations Possesses detailed knowledge of lab equipment and maintenance such that he/she can serve as a resource for other team members to troubleshoot lab equipment problems. Has detailed knowledge of lab calibration procedures such that he/she trains and coaches others, and is able to answer questions about properly monitoring calibrating equipment. Performs extensive diagnostics on malfunctioning equipment before contacting outside resource; is able to correct problems in some instances and handle unique or difficult challenges; may provide guidance to other team members on maintaining and testing lab equipment. Knowledge of Screening and Confirmation Analysis Procedures Understands and properly applies Laboratory Standard Operating Procedures (SOPs) and Agency and Federal policies for conducting extractions and sample preparation of urine aliquots for screening and forensic analysis.
Identifies appropriate alternate strategies for sample extraction or screening when necessary. Understands and applies professional and Agency procedures and Laboratory SOPs as well as other regulations for conducting forensic tests of samples, interpreting test results, and documenting chain of custody. Maintains up-to-date technical knowledge of instrumental procedures. Does Not Meet Expectations Makes mistakes in conducting routine sample extraction or screening. Meets Expectations Reliably and accurately performs routine sample extraction or screening. Does not incorporate new procedures, regulations, and processes when conducting extractions, preparing samples, or conducting routine analyses. Makes some mistakes when answering questions or providing results from routine analyses to stakeholders. Follows all updated Agency and Laboratory SOPs when conducting screening tests, interpreting test results, and documenting chain of custody. Correctly responds to stakeholders questions regarding routine screening results. Performs extraction, preparation, or screening outside of accepted guidelines and procedures. Performs extraction, preparation, and screening within accepted guidelines and procedures. Exceeds Expectations Identifies appropriate alternate strategies for sample extraction or screening in unusual or complex situations. Consistently and readily assists team members with testing and interpretation of results, and with proper procedures used to obtain results. Consistently goes beyond test results and reviews defendants case history; provides additional insights into test results based on review of defendants case history. Shows mastery of procedures, regulations, and processes allowing full and correct interpretation of all types of tests and analyses; reviews complex, detailed documents to interpret test results. Technical Knowledge of Principles of Chemistry, Toxicology, Forensic Science, Pharmacology, and Laboratory Science and Instrumentation Demonstrates an understanding of principles of Chemistry, Toxicology, and Forensic Science required to properly conduct and interpret test results. Recognizes differences in forensic and clinical chemistry testing approaches and can apply appropriate standards to a given situation. Demonstrates an understanding of principles of Laboratory Science/Instrumentation associated with laboratory testing procedures. Maintains up-to-date technical knowledge of instrumental procedures. Demonstrates a thorough understanding of pharmacokinetics and pharmacodynamics in order to make professional judgments regarding test results and determine the likelihood of false positive or inconsistent results.
Maintains an up-to-date knowledge of the prevalence of specific illegal drug use including new synthetic drugs that may be found during testing procedures. Does Not Meet Expectations Lacks understanding of some of the principles of Chemistry, Toxicology, and Forensic Science needed to properly conduct and interpret test results. Fails to demonstrate thorough understanding of basic technical knowledge of instrumentation procedures. Meets Expectations Demonstrates an understanding of principles of Chemistry, Toxicology, and Forensic Science required to properly conduct and interpret routine test results. Routinely exhibits basic technical knowledge of instrumentation procedures used within the lab to perform required testing accurately. Fails to demonstrate important knowledge about typical assays used in the lab or requires oversight to conduct routine testing. Displays a general understanding of the assays used within the lab, consistently verifies normal results and seeks assistance with abnormal/unusual results. Shows difficulty understanding, remembering, or distinguishing names of frequently used street drugs; has some difficulty distinguishing the impact of street drugs from other types of prescribed drugs. Demonstrates an awareness of street drugs frequently used and the impact of those drugs on the screening tests performed in the lab. Exceeds Expectations Recognizes differences in forensic and clinical Chemistry testing approaches and can apply appropriate standards to a given situation. Is aware of advances and recommended changes impacting instrumentation used within the lab and recommends new parameters or implements findings as appropriate. Keeps current with the latest professional information impacting screening processes conducted within the lab and shares this knowledge with his/her team members. Applies a broad ranging knowledge of medications currently being prescribed and formulations being used for different drugs within the healthcare industry and can determine the difference between street drugs and prescribed drugs in test results; investigates unusual findings. Expert Witness Testimony Has knowledge of current practices and outcomes from expert witness testimony in forensic cases. Demonstrates an understanding of the standards for presenting scientific evidence. Applies detailed knowledge of judicial standards and requirements to provide expert witness testimony for PSA and CSOSA. Simplifies explanations of complex testing and interpretative analyses into clear, understandable, and objective testimony based on scientific knowledge.
Presents technical information and results using a confident tone and demeanor and responds decisively when appropriate to questions regarding technical decisions and analyses. Does Not Meet Expectations Fails to demonstrate a basic understanding of current practices or outcomes for forensic expert witness testimony that are relevant to performing his/her duties effectively. Lacks understanding of important standards for presenting evidence. Meets Expectations Knows general information about wellestablished practices and outcomes of expert witness testimony in typical forensic cases. Exceeds Expectations Demonstrates specific expertise in recent case law or expert witness practices or outcomes in atypical or unusual cases. Understands and can apply basic standards for presenting evidence in typical situations. Does not demonstrate understanding of fundamental judicial standards and requirements to provide expert witness testimony for PSA and CSOSA. Demonstrates understanding of judicial standards and requirements to provide expert witness testimony for PSA and CSOSA in routine forensic cases. Communications are too technical, detailed, and complex for the courtroom audience; appears hesitant or unsure at times when presenting information or answering questions. Delivers generally clear explanations of complex testing and analyses that reflect accurate scientific knowledge; uses a confident tone of voice when presenting information; shows credibility as an expert witness. Has an in-depth understanding of presenting evidence for complex or atypical cases; serves as a resource to help others develop understanding in this area. Has a complex, detailed understanding of judicial standards and requirements and can provide expert witness testimony for PSA and CSOSA in the most complex or high profile cases. Delivers very clear, understandable explanations of complex testing and analyses that reflect accurate scientific knowledge; quickly generates compelling and accurate responses to challenging questions; does not waver or hesitate when pressed by courtroom audiences; simplifies the most complex terms or tests in language that others clearly understand. Knowledge of Confidentiality Rules and Regulations Displays an understanding of federal, state, district, and agency policies, regulations, and laws regarding the safekeeping and release of personally identifiable defendant information (PII). Understands and follows regulations regarding the types of PII that can be released, and to whom such
information can and cannot be released. Understands and follows federal records management laws. Demonstrates knowledge of which release of information (ROI) forms need to be completed, how those forms are to be completed, and what information needs to be documented when releasing PII information to the public. Does Not Meet Expectations Fails to understand or apply important personally identifiable defendant information (PII) protocols and procedures. Meets Expectations Understands and applies a basic understanding of relevant policies, regulations, and laws regarding safekeeping of PII. Records are not maintained according to federal records management laws. Maintains files according to federal records management laws. Exceeds Expectations Has an advanced knowledge of PII policies, regulations and laws that apply to routine and non-standard situations; serves as a resource to others who have questions about PII procedures. Maintains files with detailed, organized information for high profile or atypical cases. District of Columbia Pretrial Services Agency (PSA) Organizational Knowledge Understands and is able to communicate the vision, mission, and strategy of the PSA and how ones work aligns with and integrates with other PSA programs and services. Has an understanding of how and why the PSA was established, including District of Columbia Superior Court and US District Court bail laws (e.g., The Bail Reform Act). Understands PSAs various offices, programs, structure, and functions, and utilizes this knowledge to obtain information, or make suggestions, recommendations, or decisions. Does Not Meet Expectations Does not demonstrate an understanding of fundamental PSA history, vision, mission, strategy or objectives relevant to accomplishing his/her work; takes actions that are not consistent with PSA strategy and mission. Demonstrates limited understanding of the broad scope of PSA functions, programs, services, and structure outside of his/her work unit; does not utilize programs offered by other programs or units effectively; lack of knowledge impacts quality of service provided and information provided to external stakeholders. Meets Expectations Understands the PSA vision, mission, strategy, or objectives relevant to accomplishing his/her work (e.g., basic purpose and background of PSA); understands how units within PSA contribute to the mission and objectives, and makes recommendations that are consistent with the Agencys mission. Shows basic awareness of the various offices, core programs, functions, and structure of PSA operations necessary to secure resources, make recommendations, or answer routine questions.
Exceeds Expectations Takes initiative to align work to support objectives and mission of PSA and other units or programs; emphasizes PSAs mission and background at appropriate times (e.g., in defending recommendations) Is seen as a subject matter expert whom others go to for advice or questions about specific areas of PSAs structure or programs outside of his/her work unit; able to answer difficult questions about multiple PSA programs and services. Computer Proficiency Utilizes Microsoft Office tools (Outlook, Word, Excel, and PowerPoint) required to perform job duties such as writing reports and letters, creating and updating logs, or producing presentations when necessary. Performs basic computer operations (e.g., accessing drives). Maintains a knowledge of, accesses and uses relevant systems needed to perform job duties (e.g., PRISM, Courtview, JACCS, SMART, PACER, e-Agent, WALES, outside agency websites, NCIC, RMS, JUSTIS, G4S, OMNIlink, Accucare; DTMS, Track-it). Does Not Meet Expectations Has difficulty using some of the basic, core functions of Microsoft Office relevant to the job; has to rely on others for assistance on a consistent basis. Meets Expectations Effectively uses most basic functions and capabilities of Microsoft Office tools relevant to completing his/her work responsibilities. Frequently requests assistance on the most basic computer operations; has difficulty learning or navigating the computer environment and accessing different drives. Does not effectively use some basic internal or external computer systems that are needed to perform work. Understands how to access and navigate different internal drives, unit folders, personal work folders, etc., within a computer environment needed to perform day-to-day work. Understands the core, most often used computer systems needed to perform his/her work; is efficient and effective at retrieving most basic information; understands the purpose and application of each of the different systems. Exceeds Expectations Shows understanding of advanced Microsoft Office applications and programs relevant to the job; utilizes advanced knowledge to assist others who have questions about Microsoft Office. Demonstrates more advanced computerrelated expertise that facilitates getting work done faster or more efficiently; answers questions or provides others assistance on computer operations. Shows expertise in functionality of specific computer systems; coaches others on their capabilities or how to navigate or effectively utilize different computer systems to facilitate completing work more effectively. Interpersonal Skills Fosters strong relationships; builds rapport well with people from many different demographic backgrounds
(e.g., educational, socioeconomic, racial, etc.) and individuals who have varying personal histories and personalities. Shows sensitivity to others needs, opinions, background, circumstances, and concerns Maintains appropriate objectivity in situations and remains neutral regardless of the circumstances Recognizes and acknowledges potential underlying causes of difficult/challenging behavior Resolves conflicts or disagreements in a constructive and positive way. Demonstrates an appreciation for differences in perspectives and opinions. Does Not Meet Expectations Shows difficulty being professional when interacting with others. Fails to demonstrate sensitivity to others personal challenges or perspectives; criticizes others for their differences or fails to promote a respectful, professional environment. Uses an inappropriate manner, style or tone/verbiage that may escalate the situation unnecessarily. Does not listen or acknowledge others points of view and fails to resolve disagreements/ conflicts effectively as a result. Lacks professionalism at times or becomes too emotionally involved when interacting with others. Meets Expectations Is respectful and responsive to people with many different backgrounds, histories, and personalities. Doesnt criticize others for their differences or perspectives; maintains objectivity and a respectful approach regardless of someones personal circumstances or demeanor. Tactfully disagrees or references and supports standing policies without escalating a situation unnecessarily. Listens to others concerns, but recognizes when he/she must reference and support a policy or procedure. Is professional in interactions and maintains a healthy sense of personal detachment. Exceeds Expectations Uses different approaches and strategies to build rapport with people with varying backgrounds, histories, and personalities. Takes steps to better understand the potential causes of difficult/challenging behavior and adjusts approach to promote positive outcomes when possible. Disagrees tactfully with others and provides alternative solutions to resolve disagreements when possible. Acknowledges another persons perspective while working through challenges to gain commitment to a course of action. Builds ongoing rapport with others while maintaining a healthy sense of personal detachment. Teamwork
Develops and maintains positive and professional working relationships with coworkers. Collaborates, supports, and cooperates with others to accomplish Unit and Agency goals. Readily shares relevant information, knowledge, and ideas with team members when appropriate. Ensures others are kept informed when necessary and involves the appropriate individuals in key decisions when needed. Follows through with commitments to the team and can be relied upon to complete own responsibilities Does Not Meet Expectations Speaks to others in a disrespectful or curt tone or voice; shows difficulty working with or getting along with others. Does not follow through on commitments to others or takes actions that inhibit others from completing work effectively. Meets Expectations Uses a respectful, courteous tone of voice when communicating and maintains an effective working relationship with coworkers and colleagues. Works collaboratively and shares responsibilities with coworkers when appropriate to accomplish unit and group goals; supports unit and group mission with a positive attitude and takes responsibility for work outcomes. Fails to keep others informed of important information that impacts their work. Shares important information that impacts others work in a timely manner. Declines or continues with his/her own tasks when asked to help others on higher priority problems; rarely if ever participates on work groups, teams or unit wide projects. Over-relies on others to accomplish his/her work, and/or leaves work for others to complete that he/she could have accomplished. Rarely expresses appreciation, does not acknowledge others contributions, or fails to share credit with others when appropriate. When asked, helps and provides assistance to others or participates on work groups, teams, or unit-wide projects. Generally completes his/her workload in a group; does not over-rely on others for assistance or frequently need others to help complete his/her responsibilities. Generally expresses appreciation, acknowledges others contributions, and/or shares credit with others. Exceeds Expectations Builds strong relationships with others consistently; overcomes interpersonal challenges or differences of opinion to enhance productivity within a team. Takes initiative to promote better cooperation among the team; helps keep team morale up, and is always willing to help, rotate, and share responsibilities with others; motivates, encourages and helps cultivate a team environment that is friendly and cohesive. Proactively seeks out and shares and thoroughly explains information and
resources that can help coworkers. Recognizes when others are struggling, or consistently takes the initiative to ask if others need help, support, or assistance; volunteers to participate on work groups, teams, or unit-wide projects. Manages workload and finds efficiencies, takes extra initiative, and uses time well so that he/she is also available to support others when needed. Frequently expresses appreciation, gives credit to others, and promotes others contributions to the work team. Customer Service Orientation Is helpful and responsive to relevant internal (e.g., individuals who call the office, other Agency staff) and/ or external (e.g., outside agency personnel, defendants) customers or stakeholders. Solicits and/or incorporates internal and external customer feedback if appropriate. Applies judgment within established guidelines to resolve customer-related problems. Treats customers courteously and attempts to respond to their needs in a timely manner. Does Not Meet Expectations At times, speaks to customers in a disrespectful or unprofessional tone or voice that makes the situation worse. Meets Expectations Uses respectful and courteous tone and language when communicating with customers; remains professional in situations that require him/her to be more directive with customers. Fails to take sufficient initiative to meet or follow up on customers requests or needs or goes outside of accepted PSA or unit standards and regulations when responding to customers. Researches problems, follows-up, and provides customers with the information, services, answers, or work that they request on time and within unit or PSA guidelines. Does not take note of or respond to customer feedback or complaints; does not escalate problems to appropriate personnel. Fails to provide information that customers need, or denies their request without appropriate explanation or clarification. Actively and openly listens customers feedback and complaints, notes the feedback when appropriate, and refers to the appropriate person. Gives customers the information that they need; offers relevant reason or policy when denying customers requests. Exceeds Expectations Provides assistance to others on how to interact with customers respectfully; steps in to help solve difficult customer problems when appropriate so that problems dont have to be escalated to a supervisor unnecessarily. Goes beyond customers stated requests to independently identify what else they may need and could benefit from, and works to follow-up and deliver those; regularly balances customer and Agency goals and provides service that exceeds
customers expectations. Uses customers suggestions or feedback, when appropriate, to suggest or implement improvements to services or products. Asks questions to understand customers complaints or requests; explains reasons for decisions, rules, and actions; explores or identifies possible alternative solutions to meet their needs. Initiative Takes appropriate levels of independent action to identify opportunities, solve problems, and/or complete work. Provides feedback on procedures and offers suggestions and ideas for change. Seeks assistance when encountering difficult situations and asks for help at appropriate times. Shows perseverance in achieving objectives; stays focused and persistent and remains committed to objectives despite obstacles. Maintains a positive outlook and stays motivated when dealing with difficult individuals/situations or when things do not go as planned or recommended. Does Not Meet Expectations Waits for others to provide direction, give instructions, ask for help, or assign a task, before taking action on some day-to-day responsibilities; does not act independently at the appropriate times. Misses opportunities to suggest improvements to processes or procedures, provide feedback on operations and performance, or take on responsibility for helping to improve the teams or units performance Does not seek assistance with unusual or difficult situations, when it would be appropriate to do so. Meets Expectations Does not require constant direction to complete his/her routine responsibilities; does what is expected of him/her on the job without having to be asked. Often points out work-related problems without taking initiative to identify a solution when he/she could. Often identifies a problem and offers a possible alternative or solution when feasible; may ask a supervisor for input or to identify the best option. Shows frustration/pessimism, loses motivation, or tends to quickly give up on a task when encountering obstacles or setbacks; makes excuses or fails to take appropriate initiative to overcome challenges and ensure timeliness and quality of work. Does not accept appropriate responsibility for missed deadlines, mistakes, or performance/quality problems. Remains optimistic and shows minimal frustration despite day-to-day challenges or changes; takes some effort to overcome a setback or challenge when possible to ensure timeliness and quality of work. When asked, provides improvement ideas or suggests ways to change and streamline procedures and processes.
When appropriate, seeks assistance from others to address unusual or difficult challenges. Takes appropriate responsibility for mistakes, performance/quality issues, or missed deadlines when they occur and avoids making similar mistakes in the future. Exceeds Expectations Readily takes on both routine and challenging assignments without having to be asked; does more than is expected; identifies what needs to be done and does it. Proactively identifies opportunities to improve, streamline, or change individual or unit-level procedures or systems, and proactively suggests specific ways to improve them; takes on extra responsibility to improve a work process. Proactively seeks input from others who may be able to provide an important perspective; takes advantage of opportunities to involve others in solving systemic problems or preventing problems from occurring when possible Proactively identifies problems and offers multiple possible solutions to resolve them; researches to recommend an ideal best solution for the situation; sometimes creates plans for implementation. Consistently stays focused, motivated, and positive despite difficult obstacles and challenges; overcomes challenges or constraints with resourcefulness, perseverance, or considerable effort. Holds self accountable for mistakes, performance issues, or missed deadlines, and shows initiative to develop skill or adjust approaches to avoid recurrences and enhance performance. Conscientiousness Makes and honors commitments; follows through consistently. Attends to important details. Stays on top of activities to ensure appropriate and timely follow through. Produces work that meets Unit objectives, Agency standards, and/or customer expectations. Follows policies, procedures, guidelines, rules and regulations, including Management Instructions or directives and safety procedures and protocols. Recognizes situations that may require flexibility or a modification of an existing procedure, and seeks approval for changes at the appropriate times. Does Not Meet Expectations Fails to follow through consistently with commitments; may take more time than allocated to complete work assignments or miss critical deadlines. Work contains critical or considerable errors or omissions of basic, key details at times. Meets Expectations Generally follows through with commitments; gets work done within the allotted time frame, and keeps others
informed of progress or potential problems when appropriate. Completes most work with minimal or no errors and omissions. Produces work or makes decisions that are not consistent with relevant policies, procedures, guidelines, rules or regulations at times; fails to learn or implement new directives. Produces work that generally follows standards, policies, procedures, guidelines, and rules and regulations; learns and applies new directives effectively. Does not consistently apply safety principles and practices to ensure the safety of his/her work environment; acts in an unsafe manner at times or rarely intervenes to diffuse situations. Takes and applies safety training to ensure he/she performs work in a safe manner. May not provide input when a procedure needs to be modified to accomplish a task; sticks with an existing procedure that is causing timeliness and/or quality problems without making suggestions for improvement. When asked, provides input into modifying a procedure, rule, or policy after having encountered an obstacle or problem. Exceeds Expectations Frequently exceeds others expectations for follow through; completes work ahead of deadlines and makes adjustments or shows extra initiative to ensure commitments are met when necessary. Details of work are consistently complete, accurate, and thorough; provides more relevant information and explanation than what is specifically required. Takes independent initiative to research and learn more about policies or regulations or seek other perspectives to ensure work, decisions, and recommendations are compliant even in unusual or complex situations. Acts quickly to remove or avoid conditions that cause potential for safety concerns; independently intervenes to diffuse unsafe situations and or deescalate interactions with belligerent, upset, or hostile individuals. Proactively identifies situations ahead of time that may require modification or improvement of a procedure, rule, or policy in order to ensure task completion. Planning and Organizing Collects, organizes, and manages records or files efficiently, completely, and promptly. Effectively and efficiently utilizes the time available within the standard workday to organize, prioritize and accomplish day-to-day job duties. Prioritizes work appropriately according to task urgency and importance and reprioritizes tasks as necessary. Balances multiple priorities and assignments simultaneously.
Ensures individual activities receive appropriate attention to quality/timeliness when completing multiple tasks at the same time. Does Not Meet Expectations Files or records are incomplete, confusing, or fail to meet required standards. Misses deadlines that are within his/her control. Does not maintain a steady work pace, and workload becomes significant at times as a result. Does not prioritize tasks effectively; may fail to handle the high priority items with appropriate sense of urgency. Works on activities one at a time, and fails to complete some items that should be addressed as a result. Meets Expectations Generally meets required standards for maintaining files or records. Exceeds Expectations Keeps detailed, complete, up to date information in files or records consistently; organizes records in a way that enables others to easily find information. Generally meets deadlines that are within Work is exceptionally well organized and his/her control. frequently completed ahead of schedule as a result. Works at a steady pace to complete daily Restructures work, proactively researches priorities. information, or suggests changes to work processes that maximize productivity and efficiency. Generally makes the right decisions Prioritizes accurately, works efficiently, gets about work priorities to ensure the highest work done ahead of schedule, and as a priority issues are handled first. result is often available to provide others with assistance with unexpected, urgent issues. Balances multiple activities when Proactively develops organizing processes necessary and tracks items to ensure that enable him/her to manage numerous completion of time-sensitive items. priorities simultaneously. Critical Thinking and Problem Solving Exercises sound judgment across situations, integrating information and assessing relevant input and data to respond to questions and make appropriate decisions based on available information. Considers potential consequences of a course of action prior to making a decision. Seeks input or approval from others when necessary. Collects relevant data, asks probing questions, and secures additional information in order to understand a problem or situation. Generates viable solutions to problems. Does Not Meet Expectations Asks the same question repeatedly at times; fails to learn from experiences and apply to new situations. Meets Expectations Solves routine problems and learns from experiences to apply to future situations. Over relies on others to solve problems that he/she should be able to solve. Solves day-to-day problems without unnecessary oversight from others; asks
for input to solve problems at the appropriate times. Fails to ask key questions or does not collect basic facts and information necessary to effectively solve a problem. Collects the basic information needed to solve day-to- day problems effectively and completely; generally offers a viable solution to a typical problem. Decisions are at times inconsistent with relevant policies and procedures, or not well thought out with available information about a situation. Makes decisions in routine situations that are logical and consistent with relevant policies and procedures; seeks approval at the appropriate times. Exceeds Expectations Integrates complex data and information, identifies viable solutions, and solves challenging or unusual problems effectively with limited guidance from others. Drives ideal solutions to challenging problems based on a thorough analysis of complex information and considerable professional expertise, even under pressure. Takes initiative to thoroughly research a situation, asks probing questions to uncover less obvious issues or problems, and secures information to generate alternatives and effective solutions across a wide range of circumstances. Thinks through multiple alternatives, and/or considers potential long or short-term consequences of each course of action to make important or unusual decisions; serves as a resource to help others with problem solving and decision making and is considered to be an expert on the subject matter. Adaptability Continually develops relevant Agency and/or professional knowledge and skill. Listens to and learns from constructive feedback from others. Demonstrates openness and willingness to applying new ways of doing things to enhance productivity. Adapts approach and/or demeanor to varying work situations and individuals. Shows a calm and composed demeanor in stressful, challenging, threatening, or difficult situations. Keeps situations and relationships professional and objective. Separates self from the work and/or others challenging behavior (e.g., objections, defensiveness, arguments, insults) to help manage stress and pressure. Deals constructively with demanding schedules, workloads, and pressures. Does Not Meet Expectations Does not meet continuing education requirements, or fails to develop relevant Agency or professional knowledge and skill. Becomes overly defensive or fails to acknowledge/incorporate constructive performance feedback.
Meets Expectations Meets continuing education requirements, takes required classes, and keeps required certifications current. Fails to incorporate training concepts or new technologies, tools, or directives/procedures effectively into day-to-day work. Incorporates what he or she learns from training into work; embraces new technologies, tools, or directives/procedures readily. Has difficulty understanding or adapting to certain types of individuals, situations, or changes in the organization. Is open to change initiated by the Agency and shows some flexibility in approaches to work at the appropriate times. Loses composure in or responds unpredictably to stressful or difficult situations; fails to actively manage his/her stress or reactions to pressure. Generally stays calm, composed, constructive, and professional in stressful, challenging, or difficult situations. Reacts negatively to high workloads or changes in schedules, priorities, or assignments (e.g., does not adjust schedule effectively; misses deadlines). Responds in a constructive manner when workloads are high or priorities, schedules, or assignments change (e.g., reprioritizes work; seeks additional resources). Listens to and acknowledges constructive feedback and takes steps to make improvements. Exceeds Expectations Seeks out additional training or learning opportunities that may not be required but may improve his/her knowledge, skills, or abilities to enhance the effectiveness of PSA. Proactively asks for feedback, listens without becoming defensive, asks for clarification, and takes considerable initiative to respond to constructive feedback from others. Takes independent initiative to better understand a training concept, new initiative, or directive/procedure and serves as a resource to help others effectively implement changes or develop new skills. Readily embraces and expresses enthusiasm regarding change initiatives in the organization; adjusts approaches to work readily to maximize effectiveness in challenging or unique situations. Takes steps to de-escalate tense situations by remaining patient and avoiding negative emotional responses; is proactive in managing situations and personal triggers to minimize stress or emotionality when possible.
Looks for ways to be more efficient and productive when workloads are high; readily changes priorities and takes extra initiative to adjust successfully to changing priorities. Communication Speaks clearly and concisely conveying information effectively in both group and one-on-one situations. Adjusts communication style and approach as necessary based on the audiences non-verbal cues, level of expertise, understanding, or perspective. Simplifies complex information so that others clearly understand key messages. Listens openly, attentively, and patiently. Applies appropriate communication strategies with each individual and situation to motivate commitment or influence outcomes when needed. Writes clearly and concisely. Written communications utilize correct grammar, sentence structure and spelling, and are generally free of errors. Adjusts writing style based on the type of document being produced or the audience receiving information. Accurately interprets written information and understands words, language, acronyms and/or terminology associated with internal and external Agencies with whom he/she interacts (e.g., mental health, substance abuse, criminal justice, court system, social services, presentence investigations, Parole and Probation, relevant community organizations). Does Not Meet Expectations Fails to effectively deliver a clear, understandable verbal explanation or message; may ramble, present incomplete, overly technical, or disorganized information, or fails to present important details. Meets Expectations Delivers a clear, understandable verbal message in typical interactions and situations; offers important information and generally stays on point; generally delivers information that is at the right level for a given audience. Verbal delivery of information lacks enthusiasm at times; may use minimal body language, or voice inflection, or fail to speak with appropriate volume/projection. Generally uses effective volume, some voice inflection and appropriate non-verbal behaviors (e.g., facial expression, eye contact) for a given audience. Interrupts others or fails to listen to, learn from or acknowledge others points at the appropriate times. Tells others a position without providing logical supporting data needed to motivate or influence others at the appropriate times. Listens to others and acknowledges their point of view; modifies his/her thinking, position, or decision based on new information gathered from others when appropriate. Provides information that supports an approach when attempting to influence; answers questions tactfully and enforces requirements at the appropriate times. Tends to write in the same manner across different types of documents that call for different styles; writing is disorganized and is difficult to follow. Written reports are well organized and
formatted correctly; varies level of detail and writing style depending on the type of document being produced. Written work contains several grammatical and/or spelling errors, awkward phrasing, inaccurate or incomplete information, and/or structure mistakes (e.g., run-on sentences). Is not familiar with routine words, relevant acronyms, and/or terminology relevant to the job (e.g., those frequently seen in documents or on-line searches). Written reports contain minimal grammatical and/or spelling errors, clear phrasing, and correct sentence structure; reports are filled out accurately. Knows and correctly interprets basic words, relevant acronyms, and/or terminology typically found in information from internal and external Agencies with whom he/she interacts; can read and interpret basic reports and information Exceeds Expectations Thinks quickly on his/her feet, adjusts communication style to the audience, and generates convincing and impactful verbal responses; displays confidence presenting information to difficult or larger audiences (e.g., courtroom settings); is consistently convincing and professional in his/her delivery style. Engages others through a persuasive delivery style when communicating; speaks with conviction and enthusiasm, strong voice projection, and very effective non-verbal behaviors and tone. Actively listens to others, asking clarifying questions, summarizing their perspectives, and ensuring mutual understanding or finding optimal solutions to disagreements when appropriate. Provides multiple, logical arguments with sound rationale to support a recommendation or course of action; tailors approach to leverage points of an audience to maximize impact. . Consistently provides thorough detailed information or examples, analogies, or numerical data to clarify and illustrate key written messages or influence others; chooses optimal writing style and approach for the type of document produced. Produces error-free, complete, and accurate written work that is easy to follow, read, and comprehend; provides reviews or guidance of others written work when asked. Knows at a detailed level some words, language, relevant acronyms, or terminology associated with internal and external Agencies with whom he/she interacts; helps others interpret written information at times.