COMPETENCY
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DEFINITION
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SKILLS & BEHAVIOR
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Job Knowledge
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Understands the requirements and demonstrates the skills and abilities to perform the job efficiently and effectively. |
- Knows and follows Library policies and procedures
- Demonstrates appropriate phone etiquette and procedures
- Knows and follows safety/emergency procedures
- Learns and applies new skills and knowledge
- Understands required duties as defined by the job description
- Resolves issues and concerns in a timely and effective manner
- Maintains awareness of library events/services and communicates when appropriate
- Understands and upholds the Ohio Ethics Law & Related Statutes
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Communication
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The ability to communicate effectively, with a wide range of audiences, using a variety of methods. |
- Listens to others and verifies understanding of the message
- Responds to others in a timely and effective manner
- Uses a variety of communication methods to achieve clear, accurate understanding of the message
- Shares information and keeps customers/co-workers informed
- Exhibits positive non-verbal communication skills through appropriate body language and eye contact
- Exercises courtesy, tact, and respect in communication efforts
- Gives and accepts feedback in a positive manner
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Customer Service
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The ability to effectively and positively meet or exceed the needs of the Library’s diverse internal and external customers. |
- Welcomes interactions in a friendly and professional manner
- Anticipates and addresses customer and staff expectations/needs
- Applies customer service skills to effectively address a variety of scenarios
- Protects sensitive and important information/data
- Recognizes and respects the variety of customers in the community and accommodates their diverse needs
- Provides equitable service to all customers
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Personal Accountability
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The commitment to take appropriate action to meet customer and Library goals and needs, as well as accept responsibility for the results. |
- Ensures accuracy and completeness of work
- Accepts responsibility for own actions and seeks to correct and learn from mistakes
- Demonstrates a commitment to continued learning
- Displays initiative & is self-directed
- Demonstrates good attendance and punctuality
- Maintains flexibility, accepts change, and adapts
- Manages own time and priorities effectively
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Teamwork
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The ability to work collaboratively with others to achieve organizational goals and objectives. |
- Willingly assists others by sharing expertise and time
- Respects the ideas and opinions of others
- Works with others to solve problems and achieve results
- Interacts effectively with managers and co-workers
- Contributes to a positive work environment
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Technology
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Demonstrates the technological skills essential for the efficient work of the Library and the individual work of the department. |
- Shows willingness to learn and keep current with library-provided technology
- Shows willingness to learn and keep current with library-provided equipment
- Actively seeks to apply technology to appropriate tasks
- Demonstrates the ability to use a mouse and a keyboard
- Knows how to access and use the Library web site, staff intranet, BambooHR
- Knows how to send and receive email and open attachments
- Performs basic troubleshooting of technical problems and resolves or refers appropriately
- Follows Library acceptable use policies for email, Internet, and business information systems
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Leadership
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Gives direction and communicates expectations and performance feedback. Maintains a work environment that contributes to the well-being of others and supports the Library’s mission and vision. |
- Provides direction and defines priorities for staff
- Supports and motivates staff by sharing information, advice, and suggestions for success
- Shows good stewardship of library resources (including staff, buildings, equipment, and collections)
- Models professional and ethical behaviors
- Fosters continuous improvement and innovation among staff
- Understands the goals and values of the Library; models and displays/communicates these effectively to staff
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