Post on 19-May-2018
Rev. 05/06/2014
Performance Factors and Campuswide Standards Guidelines
With Behavioral Indicators
Rev. 05/06/2014
Contents
PERFORMANCE FACTOR GUIDELINES ............................................................................................................... 1
Position Expertise ..................................................................................................................................................... 1
Approach to Work .................................................................................................................................................... 2
Quality of Work ........................................................................................................................................................ 3
Quantity of Work ...................................................................................................................................................... 4
Communication Skills .............................................................................................................................................. 5
Interpersonal Skills ................................................................................................................................................... 6
Supervision ............................................................................................................................................................... 7
Leadership & Management ....................................................................................................................................... 8
UCR CAMPUSWIDE PERFORMANCE STANDARDS ........................................................................................... 9
The UCR Principles of Community .......................................................................................................................... 9
UC Ethical Values and Standards of Ethical Conduct .............................................................................................. 9
Diversity ................................................................................................................................................................... 9
Health and Safety .................................................................................................................................................... 10
Service Orientation ................................................................................................................................................. 10
Management/Supervision (Managers and Supervisors only) ................................................................................. 10
Rev. 05/06/2014 p. 1
PERFORMANCE FACTOR GUIDELINES
The Performance Factor Guidelines are provided to give performance raters clarification of what the factors are intended to measure.
These behavioral statements are intended as a guide only. Raters should provide supporting statements that accurately reflect their
observations of the employee’s performance.
Position Expertise
Effectiveness with which the employee applies professional/managerial/technical and/or non-technical skills and knowledge to job.
Competency Operational Level Mastery Level
Job Mastery and Continuous Learning
Applies background, technical knowledge,
education, and prior job experiences to current
and new job situations.
Demonstrates technical competences, job knowledge and
ability to add value beyond the core job function.
Learns quickly. Continually strives to upgrade the depth and breadth of
technical and professional skills.
Makes time for appropriate training. Makes time for appropriate training, keeps current on
tools, technology, and information needed to meet job
performance and challenges.
Shares knowledge with others to enhance
performance.
Shares knowledge and supports peers, staff, and others
to increase skills, foster improvement and enhances
outcomes.
Diversity and Inclusion
Promotes and sustains a community that
acknowledges and celebrates differences.
Advocates for the UC Riverside Principles of
Community in all interactions.
Creates opportunities for inclusion in a variety
of settings.
Designs and advocates for inclusive practices in all
settings.
Shows respect for people and their differences. Advocates for deep understanding and respect for the
diversity of cultures, values, perspectives, and beliefs.
Works to understand the perspectives of others
and demonstrates empathy.
Works to understand the perspectives of others and
encourages them to provide their perspectives.
Works to build mutual respect, fairness, and
equity.
Models and promotes mutual respect, fairness, and
equity to foster a sense of belonging.
Innovation and Change Management
Ability to adapt and use alternative techniques to
achieve organizational goals.
Uses creative techniques and skills to design and
develop options that improve how the organization
operates.
Comprehends connections within complex
issues.
Encourages others to appreciate connections within
complex issues.
Uses sound decisions to align outcome with
organizational goals.
Uses knowledge and experience to analyze issues and
factors which influence or constrain organizational
priorities, goals, and results.
Rev. 05/06/2014 p. 2
Approach to Work
Characteristics the employee demonstrates while performing job assignments including creativity, flexibility, initiative, planning and organization, time management, commitment to diversity, ethical behavior, process improvement, and/or professional development.
Competency Operational Level Mastery Level
Innovation and Change Management
Understand the “big picture” and vision of
the organization.
Champions the organization’s vision.
Aligns priorities with goals. Establishes priorities and ensures their alignment with goals.
Seeks input from a variety of
constituencies.
Seeks input from a variety of constituencies and uses the feedback
to redirect efforts as needed.
Considers alternative solutions. Seeks, evaluates, and implements alternative solutions.
Comprehends connections within complex
issues.
Encourages others to appreciate connections within complex
issues.
Implements change. Manages change.
Organizes projects and associated time and
priorities.
Oversees project management and implements strategies.
Ability to adapt and use alternative
techniques to achieve organizational goals.
Uses creative techniques and skills to design and develop options
that improve how the organization operates.
Result Orientation and Execution
Measures outcomes. Establishes methodology for measuring outcomes; communicates
results.
Resource Management
Manages budgets. Oversees budgets.
Job Mastery and Continuous Learning
Learns quickly. Continually strives to upgrade the depth and breadth of technical
and professional skills.
Makes time for appropriate training. Makes time for appropriate training, keeps current on tools,
technology, and information needed to meet job performance and
challenges.
Shares knowledge with others to enhance
performance.
Shares knowledge and supports peers, staff, and others to increase
skills, foster improvement and enhances outcomes.
Diversity and Inclusion
Promotes and sustains a community that
acknowledges and celebrates differences.
Advocates for the UC Riverside Principles of Community in all
interactions.
Creates opportunities for inclusion in a
variety of settings.
Designs and advocates for inclusive practices in all settings.
Shows respect for people and their
differences.
Advocates for deep understanding and respect for the diversity of
cultures, values, perspectives, and beliefs.
Works to understand the perspectives of
others and demonstrates empathy.
Works to understand the perspectives of others and encourages
them to provide their perspectives.
Works to build mutual respect, fairness,
and equity.
Models and promotes mutual respect, fairness, and equity to foster
a sense of belonging.
Rev. 05/06/2014 p. 3
Quality of Work
Manner in which the employee completes job assignments including accuracy, responsiveness, follow-through, judgment, decision making, reliability, and compliance assurance.
Competency Operational Level Mastery Level
Resource Management
Uses discretion and sound judgment. Models the use of discretion and sound judgment.
Result Orientation and Execution
Focuses on work quality. Develops relationships with clients, stakeholders, and colleagues and
applies emerging ideas, innovations and new technologies to ensure
high quality results.
Sets and meets quality improvement
targets.
Uses benchmarking and reviewing best practices to set and meet
quality improvement targets.
Strives for efficient, effective, high
quality performance.
Takes initiative and evaluates trends to improve efficiency and
effectiveness resulting in high quality performance in self and in the
organization.
Responds to difficult situations and
takes initiative to make improvements.
Displays resiliency and takes proactive measures to make
improvements.
Develops solutions to overcome
obstacles.
Leverages personal and organizational resources to creatively develop
solutions, overcome obstacles, resolve conflicts among goals to
achieve high quality outcomes.
Uses effective organizational skills to
accomplish goals and objectives.
Uses critical thinking to analyze issues systematically by planning,
prioritizing, and organizing work while anticipating and adjusting to
changes.
Sets measurable outcomes to evaluate
the quality of results.
Develops and implements work plans with actionable components and
measurable outcomes.
Understand factors that may influence
decision making.
Anticipates and identifies overriding organizational factors which
influence or constrain direction, decision-making, and organizational
priorities.
Completes assignments. Work is consistently without error.
Innovation and Change Management
Ability to adapt and use alternative
techniques to achieve organizational
goals.
Uses creative techniques and skills to design and develop options that
improve how the organization operates.
Employee Engagement
Completes tasks and assignments and
seeks feedback.
Invites input from others and shares ownership and recognition.
Rev. 05/06/2014 p. 4
Quantity of Work
Employee's success in producing the required amount of work including priority setting, productivity, and timelines.
Competency Operational Level Mastery Level
Result Orientation and Execution
Strives for efficient, effective, high
quality performance.
Takes initiative and evaluates trends to improve efficiency and
effectiveness resulting in high quality performance in self and in the
organization.
Delivers results by deadlines. Manages timeframes and deadlines.
Responds to difficult situations and
takes initiative to make
improvements.
Displays resiliency and takes proactive measures to make
improvements.
Develops solutions to overcome
obstacles.
Leverages personal and organizational resources to creatively develop
solutions, overcome obstacles, resolve conflicts among goals to
achieve high quality outcomes.
Uses effective organizational skills
to accomplish goals and objectives.
Uses critical thinking to analyze issues systematically by planning,
prioritizing, and organizing work while anticipating and adjusting to
changes.
Sets measurable outcomes to
evaluate the quality of results.
Develops and implements work plans with actionable components
and measurable outcomes.
Rev. 05/06/2014 p. 5
Communication Skills
Effectiveness of the employee in transmitting information including confidentiality, facilitation/participation in sharing information, and oral and written expression.
Competency Operational Level Mastery Level
Communication Receives information to seek and understand
differing perspectives.
Actively seeks perspectives from others to ensure
inclusiveness and understanding.
Creates clear and concise written communication. Creates impactful written communication; improves
others’ writing through editing and feedback process.
Tailors and presents information to diverse audience
using a variety of communication delivery methods
(e.g., written, electronic, oral, interpersonal).
Tailors and delivers high-level presentations to diverse
audiences using a variety of communication delivery
methods (e.g., written, electronic, oral, interpersonal).
Clarifies project/task and goals as necessary. Uses effective communication techniques such as active
listening and feedback to clarify project/task and goals.
Keeps others informed in a timely manner. Communicates information effectively with other
members of the organization to ensure effective progress
of project plans.
Remains respectful when in conflict with others. Uses appropriate conflict resolution techniques when
necessary.
Diversity and Inclusion
Shows respect for people and their differences. Advocates for deep understanding and respect for the
diversity of cultures, values, perspectives, and beliefs.
Works to build mutual respect, fairness, and equity. Models and promotes mutual respect, fairness, and equity
to foster a sense of belonging.
Uses negotiation and mediation skills. Facilitates management of differences by addressing
them openly and encouraging mutually beneficial
resolutions.
Has the ability to respond to diversity-related
conflict or concerns in a way that lessens tension
and furthers communication.
Promotes and facilitates an environment that encourages
communication to resolve diversity-related conflict and
to lessen tension.
Proactively addresses bias, prejudice, or
discrimination.
Proactively addresses bias, prejudice, or discrimination
and promotes an environment that celebrates and values
individual differences.
Rev. 05/06/2014 p. 6
Interpersonal Skills
Effectiveness of the employee's interactions in responding to and working with others, including interactions with co-workers, supervisor(s), faculty, staff, students and/or the community.
Competency Operational Level Mastery Level
Communication Builds and maintains effective working
relationships with customers and
colleagues.
Leverages working relationships with customers and
colleagues to build strong connections, cooperation, and
collaboration.
Uses interpersonal skills to build
cooperative relationships.
Models interpersonal communication that invites participation
and future dialogue.
Remains respectful when in conflict with
others.
Uses appropriate conflict resolution techniques when
necessary.
Uses negotiation and mediation skills. Facilitates management of differences by addressing them
openly and encouraging mutually beneficial resolutions.
Is polite. Demonstrates emotional control and professionalism when
interacting with others.
Teamwork and Collaboration
Is sensitive to other people's feelings. Takes actions that demonstrate consideration for the feelings
and needs of others.
Addresses conflict. Manages and controls emotions and behavior in the face of
interpersonal conflict.
Diversity and Inclusion
Demonstrates respect and empathy for
others.
Is aware of own biases, style preferences, and cultural lenses.
Is flexible to accept others’ opinions. Solicits ideas and learns from others whose experiences and
opinions are different from their own.
Works to understand the perspectives of
others and demonstrates empathy.
Works to understand the perspectives of others and
encourages them to provide their perspectives.
Rev. 05/06/2014 p. 7
Supervision
Provides oversight, direction, recognition and development opportunities, and addresses performance problems.
Competency Operational Level Mastery Level
People Management
Sets goals and objectives. Sets goals and objectives with clear outlined expectations
and measures of success.
Promotes diversity accountability through the
performance management system.
Assesses subordinate’s readiness and skill in regards to
work diversity and job assignment; provides feedback for
improvements.
Understands each employee in terms of
technical competence, motivation, and
supervision needed.
Understands each employee knowledge, skills, abilities,
and work style and adjusts supervisory style to individuals’
needs.
Monitors and assesses work performance. Coaches to maximize achievement of performance
expectations.
Delegates tasks, sets performance expectations
and supervises work of others.
Delegates assigned tasks fairly and in alignment with
operational goals.
Leads other organizational members toward
achieving organizational goals.
Leads and motivates people by modeling interpersonal
effectiveness, communication, trust, advocacy and political
acumen.
Works toward achieving the mission of the
university.
Inspires and supports others to achieve the mission of the
University.
Recognizes other’s contribution. Recognizes and rewards people for their contribution and
participation.
Provides objective behavioral feedback. Models objective behavioral feedback.
Diversity and Inclusion
Promotes and sustains a community that
acknowledges and celebrates differences.
Advocates for the UC Riverside Principles of Community
in all interactions.
Creates opportunities for inclusion in a variety
of settings.
Designs and advocates for inclusive practices in all settings.
Shows respect for people and their differences. Advocates for deep understanding and respect for the
diversity of cultures, values, perspectives, and beliefs.
Works to understand the perspectives of others
and demonstrates empathy.
Works to understand the perspectives of others and
encourages them to provide their perspectives.
Works to build mutual respect, fairness, and
equity.
Models and promotes mutual respect, fairness, and equity
to foster a sense of belonging.
Understands and values individual differences. Advocates for understanding the values and benefits of
diversity.
Creates a comfortable work environment that
is free of harassment.
Creates a comfortable work environment that is free of
harassment and provide opportunities to report harassment.
Result Orientation and Execution
Measures outcomes. Establishes methodology for measuring outcomes;
communicates results.
Resource Management
Uses discretion and sound judgment. Models the use of discretion and sound judgment.
Rev. 05/06/2014 p. 8
Leadership & Management
Communicates a vision, sets unit goals, develops strategies and takes action to ensure the efficient stewardship of University resources (operational, financial, and human).
Competency Operational Level Mastery Level
People Management
Sets goals and objectives. Sets goals and objectives with clear outlined expectations and
measures of success.
Delegates tasks, sets performance expectations
and supervises work of others.
Delegates assigned tasks in alignment with operational goals.
Monitors and assesses work performance. Coaches to maximize achievement of performance expectations.
Leads other organizational members toward
achieving organizational goals.
Leads and motivates people by modeling interpersonal
effectiveness, communication, trust, advocacy and political
acumen.
Recruits, selects, and works to retain
employees.
Facilitates the recruitment, selection, and retention of
employees.
Creates opportunity for employee development. Champions employee development for career growth and
mobility.
Treats all employees fairly. Promotes equal opportunities for all employees regardless of
their individual differences.
Values workplace diversity. Workplace diversity is referred to and cited at meetings.
Attempts to create a satisfying work
environment for everyone.
Assesses the climate of the organization to determine the degree
to which individuals and members of groups perceive they are
valued, rewarded, and have opportunities for growth.
Innovation and Change Management
Uses sound decisions to align outcome with
organizational goals.
Uses knowledge and experience to analyze issues and factors
which influence or constrain organizational priorities, goals, and
results.
Implements change. Manages change.
Recognizes the impact of decisions on
organizational outcomes.
Anticipates and seeks an understanding of the impact and
implications of decisions on planned outcome or results.
Resolves conflicts among goals and sets
priorities.
Resolves conflicting goals and priorities using formal
organizational knowledge and informal network relationships to
accomplish objectives.
Ability to adapt and use alternative techniques
to achieve organizational goals.
Uses creative techniques and skills to design and develop
options that improve how the organization operates.
Diversity and Inclusion
Creates a comfortable work environment that is
free of harassment and discrimination.
Complaints such as harassment and discrimination are addressed
promptly and fairly in accordance with established guidelines.
Promotes and sustains a community that
acknowledges and celebrates differences.
Advocates for the UC Riverside Principles of Community in all
interactions.
Creates opportunities for inclusion in a variety
of settings.
Designs and advocates for inclusive practices in all settings.
Shows respect for people and their differences Provides training and educational opportunities regarding non-
harassment policies and respectful work behavior.
Teamwork and Collaboration
Promotes respectful behavior. Uses self-assessment and feedback from staff and others to
insure that respectful behavior is being exhibited.
Rev. 05/06/2014 p. 9
UCR CAMPUSWIDE PERFORMANCE STANDARDS
The UCR Campuswide Performance Standards represent six areas of individual performance that are critical to UCR’s success: The
UCR Principles of Community, UC Ethical Values and Standards of Ethical Conduct, Diversity, Health and Safety, Service
Orientation, and Management/Supervision (for managers and supervisors). The description for each area includes the standard for
“satisfactory” performance. These standards focus on the campus principles, values, and goals and supplement the regular
performance appraisal which focuses on the individual’s accomplishments and level of performance.
The UCR Principles of Community
The University of California Riverside is committed to equitable treatment of all students, faculty, and staff. UCR strives to create an
environment in which each person has the opportunity to grow and develop, and is recognized for his or her contribution. There are
three objectives:
Ensure that we have an environment that nurtures the intellectual and personal growth of our students, faculty, and staff.
Ensure that our campus sets an example of respect for all people.
Ensure that our campus is a safe and welcoming environment for everyone.
− Understands the significance of The UCR Principles of Community. Satisfactory performance is demonstrated when employee’s
behavior reflects The UCR Principles of Community.
− Ensures that the significance of The UCR Principles of Community is integrated into operational activities within the
manager’s and supervisor’s area of responsibility. {For managers and supervisors} Satisfactory performance is demonstrated when
managers and supervisors communicate and affirm, verbally and in writing, the UCR Principles of Community to employees and
others, as appropriate.
UC Ethical Values and Standards of Ethical Conduct
Members of the University of California community are committed to the highest ethical standards in furtherance of our mission of
teaching, research and public service. We are committed to:
Integrity — conducting ourselves with integrity in our dealings with and on behalf of the University.
Excellence — conscientiously striving for excellence in our work.
Accountability — being accountable for our ethical conduct and for compliance with applicable laws and University policies and
directives.
Respect — respecting the rights and dignity of others.
− Understands the significance of the UC Statement of Ethical Values and Standards of Ethical Conduct. Satisfactory
performance is demonstrated when employee’s behavior reflects the University’s ethical values and standards of ethical conduct.
− Ensures that policies, procedures and standards provide guidance for the application of ethical values. {For managers and
supervisors} Satisfactory performance is demonstrated when policies, practices, services and behaviors are reviewed, assessed,
applied, and monitored to ensure they support the ethical values and standards of ethical conduct of the University.
Diversity
A general term indicating that many people with many differences are present, welcome, and productive in an organization. Diversity
refers to culture, race, ethnicity, language, national origin, religion, gender, age, disability, sexual orientation, as well as educational
background, socio-economic class, geographic location, work experience, classification, and marital status.
Understands the importance of diversity. Satisfactory performance is demonstrated when employees exhibit behaviors that
encourage acceptance in a culturally diverse environment. Specific satisfactory behaviors include but are not limited to:
− Being actively involved in diversity activities and initiatives.
− Soliciting ideas and learning from others who have experiences and opinions that are different from their own.
− Refraining from perpetuating stereotypical or derogatory comments about individuals or groups.
− Using speech that is inclusive and affirming for all groups.
Ensures that policies, practices, services, and behaviors support and accept diversity. {For managers and supervisors}
Satisfactory performance is demonstrated when the manager reviews, assesses, applies and monitors policies, practices, services,
and behaviors to ensure that they support diversity. Specific satisfactory behaviors include, but are not limited to:
− Applying management policies and practices fairly and consistently.
− Utilizing Affirmative Action and EEO statistics to address deficiencies in the unit.
Rev. 05/06/2014 p. 10
− Complying with Affirmative Action and Equal Opportunity laws and policies.
− Proactively addressing bias, prejudice or discrimination when it occurs in the unit and in the workplace.
− Responding to diversity related conflict or concerns in the unit and in the workplace.
− Providing timely feedback when someone does something that is discriminatory or demeaning.
− Championing equal employment and inclusion.
− Coaching others to work productively and respectfully across differences.
Health and Safety
As with any progressive organization, UCR’s primary strength is its people, the many individuals that comprise the faculty, staff, and
student populations. To ensure that these individuals have a chance to contribute to the University’s mission, each must be afforded a
safe, healthy and environmentally sound workplace.
Ensures that policies, practices, services, and behaviors support accepted safety, health, and environmental standards.
Satisfactory performance is demonstrated when employees observe safety and environmental compliance standards by practicing
safe behaviors and by reporting hazardous conditions.
Managers and supervisors ensure that all employees participate in safety, health, and environmental protection, and
receive appropriate training. {For managers and supervisors} Satisfactory performance is demonstrated when employees
participate in appropriate activities (e.g., workshops, presentations, dialogue with supervisor) designed to foster awareness and
assist employees to work safely without degrading the environment.
Service Orientation
UCR is a large, complex organization with many internal and external customers. UCR has an organizational philosophy to provide
the best possible products and services.
Maximizes Customer Satisfaction: Satisfactory performance is demonstrated when employees respond to customers’ requests or
provide alternatives and referrals in a professional and timely manner.
Acknowledges Customer Service Contributions: {For managers and supervisors only} Satisfactory performance is demonstrated
when managers and supervisors have an established process to support, recognize, and acknowledge employees for their customer
service. In addition, satisfactory performance is demonstrated when employees follow established customer service practices and
show personal commitment to customer satisfaction.
Management/Supervision (Managers and Supervisors only)
UCR managers and supervisors play a crucial leadership role in ensuring the effectiveness and productivity of their units. Their job is
to inspire and support employees to achieve the mission and goals of their organization and the university. They demonstrate effective
supervision by performance consistent with campus-wide standards for the UCR Principles of Community, the UC standards of ethical
conduct, diversity, health and safety, and customer service, and for the following:
Leadership: Creating a climate of trust and mutual respect; increasing the potential for employees to be productive and to feel
welcome, valued, and motivated. Satisfactory performance is demonstrated when supervisors or managers model the conduct they
expect from those they lead and:
− Communication: Provide clear, concise, and timely verbal and written communication. Encourage and practice two-way
communication. Keep employees updated on information they need to perform effectively.
− Recognition: Provide recognition to employees for extra effort and significant achievements in an effort to encourage excellence in
University service.
− Performance Management: Manage employee performance in alignment with the mission and goals of the department or unit and
consistent with relevant policies and collective bargaining agreements.
− Organizational Accountability: Create structures to ensure oversight and accountability without conflict of interest, delegate
appropriate tasks, and review delegations regularly for compliance.
− Resource Management and Planning: Manage available resources efficiently to provide the best services possible while enabling
employees to achieve their work goals. Analyze and project needs effectively and assign work equitably according to the priorities of
the unit or department.