Competency Framework for Staff and Volunteers

Area

Demonstrated by

Personal Impact: having sensitivity to the impact behavior has on others and the ability to develop an understanding of other people’s feelings, needs and concerns

• Recognises the impact of own words, actions and behaviour
• Manages behaviour appropriately to the situation in hand
• Deals with sensitive situations diplomatically and in a caring way
• Listens and considers the views of others
• Puts themselves in others shoes and understand how they feel
• Gets to know people and understand their motives and behaviours
• Has a style that wins commitment and loyalty from others
• Respects and appreciate individual and cultural differences
• Shares knowledge and skills generously
• Acts always with integrity

Flexibility: a willingness to adapt thinking and behavior to suit different situations.

• Sees the need to change when circumstances demand it
• Accepts that any role in the credit union is one of continuous change
• Willingly accepts new projects and opportunities
• Looks at issues from different angles
• Is keen to develop new approached to work
• Sees and accept the relevance of others views
• Questions own thinking when necessary
• Stays objective and do the right thing for the credit union
• Assists others in accepting change

Team work: the ability to be a good team player, developing effective supporting relationships with fellow team members

• Relates well to other team members
• Encourages others to think of themselves as a team
• Balances personal goals with that of the team
• Treats others with dignity and respect
• Shares knowledge and skills with other team members
• Effectively interacts with others at all levels developing a wide range of contacts
• Helps and assists other credit unions were possible

Communication: the ability to speak confidently, clearly, concisely and in a way that holds others attention.

• Is friendly and easy to talk to
• Checks that the message has been heard and understood
• Talks at an appropriate pace and volume
• Speaks clearly and audibly
• Ensures written documents are clear and concise
• Listens effectively and confirm understanding
• Expresses thoughts and opinions with confidence and authority
• Delivers a consistent message

Developing others: recognizing the capability of others within the credit union and being able to create an open environment in which to learn and develop

• Agrees objectives with others
• Helps others to evaluate their own performance through frank and considerate discussion
• Provides effective feedback
• Recognises the importance of your role in the development of others
• Acts as a positive role model
• Makes time to coach and mentor others
• Encourages team work and collaboration
• Creates diverse, creative and talented teams
• Remains supportive to colleagues

Planning and organising: the ability to establish, nurture and troubleshoot processes and relationships for effective delivery of objectives.

• Solves problems effectively
• Makes decisions based on the information and facts in hand
• Works methodically and have high attention to detail
• Demonstrates an ability to follow instructions and procedures
• Is able to make sense of chaotic and changing situations
• Always keeps in mind a knowledge of credit union products and ethics

Customer focus: an understanding of the needs of both internal customers (colleagues in other teams) and external customers (members and stakeholders) to create and provide excellent customer service

• Creates and maintains a culture of customer focus by putting the customer first
• Puts themselves in the customers shoes before assessing how to respond
• Delivers prompt, efficient and personalized service
• Protects the customer’s interest as a member/owner of the credit union
• Remains calm and helpful when faced with difficult customers
• Takes ownership for resolving customer issues
• Monitors and acts upon customer satisfaction and deal with complaints seriously
• Is able to explain to customers about the credit union and its products
• Identifies cross selling opportunities

Commitment to credit union values: a willingness to ensure that behavior reflects the culture and values of the credit union.

• Believes in the credit union and look for opportunities to promote it to others
• Presents a consistent and positive image of the credit union
• Ensures personal behavior upholds the image of the credit union
• Accepts collective responsibility irrespective of your viewpoint
• Acts as a role model in reflecting credit union values
• Respects the confidentiality of members
• Understands and support the needs of all members of the credit union