BUSINESS MANAGEMENT & ADMINISTRATION First Line ...

First-Line Supervisors of Office and Administrative Support Workers

BUSINESS MANAGEMENT & ADMINISTRATION

ACCCP Administrative Support

Alabama Competency Model First-Line Supervisors of Office and Administrative Support Workers

Code1 Tier 1: Personal Effectiveness Competencies1.1 Interpersonal Skills: Displaying the skills to work effectively with others from diverse backgrounds.1.1.1 Demonstrating sensitivity/empathy1.1.1.1 Show sincere interest in others and their concerns.1.1.1.2 Demonstrate sensitivity to the needs and feelings of others.1.1.1.3 Look for ways to help people and deliver assistance.1.1.2 Demonstrating insight into behavior

1.1.2.1 Recognize and accurately interpret the communications of others as expressed through various formats (e.g., writing, speech, American Sign Language, computers, etc.).

1.1.2.2 Recognize when relationships with others are strained.1.1.2.3 Show understanding of others’ behaviors and motives by demonstrating appropriate responses.1.1.2.4 Demonstrate flexibility for change based on the ideas and actions of others.1.1.3 Maintaining open relationships1.1.3.1 Maintain open lines of communication with others.1.1.3.2 Encourage others to share problems and successes.1.1.3.3 Establish a high degree of trust and credibility with others.1.1.4 Respecting diversity1.1.4.1 Demonstrate respect for coworkers, colleagues, and customers.

1.1.4.2 Interact respectfully and cooperatively with others who are of a different race, culture, or age, or have different abilities, gender, or sexual orientation.

1.1.4.3 Demonstrate sensitivity, flexibility, and open-mindedness when dealing with different values, beliefs, perspectives, customs, or opinions.

1.1.4.4 Value an environment that supports and accommodates a diversity of people and ideas.1.2 Integrity: Displaying strong moral principles and work ethic.1.2.1 Behaving ethically1.2.1.1 Abide by a strict code of ethics and behavior, even in the face of opposition.1.2.1.2 Encourage others to behave ethically1.2.1.3 Understand that behaving ethically goes beyond what the law requires.1.2.1.4 Use company time and property responsibly.

1.2.1.5 Perform work-related duties according to laws, regulations, contract provisions, and company policies.

1.2.2 Acting fairly1.2.2.1 Treat others with honesty, fairness, and respect.1.2.2.2 Make decisions that are objective and reflect the just treatment of others.1.2.3 Taking responsibility1.2.3.1 Take responsibility for accomplishing work goals within accepted timeframes.

1.2.3.2 Accept responsibility for one’s decisions and actions and for those of one’s group, team, or department.

1.3 Professionalism: Maintaining a professional presence.1.3.1 Demonstrating self-control1.3.1.1 Maintain composure and keep emotions in check.


Code1.3.1.2 Deal calmly and effectively with stressful or difficult situations.1.3.1.3 Accept criticism tactfully and attempt to learn from it.1.3.2 Professional appearance1.3.2.1 Maintain a professional demeanor.1.3.2.2 Dress appropriately for occupational and worksite requirements.1.3.2.3 Maintain appropriate personal hygiene.1.3.3 Social responsibility1.3.3.1 Refrain from lifestyle choices which negatively impact the workplace and individual performance.1.3.3.2 Remain free from substance abuse.1.3.4 Maintaining a positive attitude1.3.4.1 Project a professional image of oneself and the organization.1.3.4.2 Demonstrate a positive attitude towards work.1.3.4.3 Take pride in one’s work and the work of the organization.

1.4 Initiative: Demonstrating a commitment to effective job performance by taking action on one’s own and following through to get the job done.

1.4.1 Persisting1.4.1.1 Pursue work with drive and a strong accomplishment orientation.

1.4.1.2 Persist to accomplish a task despite difficult conditions, tight deadlines, or obstacles and setbacks.

1.4.2 Taking initiative1.4.2.1 Go beyond the routine demands of the job to increase its variety and scope.

1.4.2.2 Provide suggestions and/or take actions that result in improved work processes, communications, or task performance.

1.4.2.3 Take initiative to seek out new work challenges, influence events, or originate action.1.4.3 Setting challenging goals1.4.3.1 Establish and maintain personally challenging but realistic work goals.1.4.3.2 Exert effort toward task mastery.1.4.3.3 Bring issues to closure by pushing forward until a resolution is achieved.1.4.4 Working independently1.4.4.1 Develop own ways of working effectively and efficiently.1.4.4.2 Perform effectively even with minimal direction, support, or approval.1.4.4.3 Set own schedule to maximize productivity.1.4.4.4 Take responsibility for completing one’s own work assignments.1.4.5 Achievement motivation1.4.5.1 Strive to exceed standards and expectations.1.4.5.2 Exhibit confidence in capabilities and an expectation to succeed in future activities.1.5 Dependability and Reliability: Displaying responsible behaviors at work.1.5.1 Fulfilling obligations1.5.1.1 Behave consistently and predictably.1.5.1.2 Is reliable, responsible, and dependable in fulfilling obligations.1.5.1.3 Diligently follow through on commitments and consistently complete assignments by deadlines.


Code1.5.2 Attendance and punctuality1.5.2.1 Come to work on time and as scheduled.1.5.2.2 Arrive on time for meetings or appointments.1.5.2.3 Dial in to phone calls and web conferences on time.1.5.3 Attending to details1.5.3.1 Diligently check work to ensure that all essential details have been considered.1.5.3.2 Notice errors or inconsistencies and take prompt, thorough action to correct them.1.5.4 Following directions

1.5.4.1 Follow directions as communicated in a variety of ways such as writing, speech, American Sign Language, computers, or other formats.

1.5.4.2 Comply with organizational rules, policies, and procedures.1.5.4.3 Ask appropriate questions to clarify any instructional ambiguities.

1.6 Adaptability and Flexibility: Displaying the capability to adapt to new, different, or changing requirements.

1.6.1 Entertaining new ideas1.6.1.1 Is open to considering new ways of doing things.1.6.1.2 Actively seek out and carefully consider the merits of new approaches to work.1.6.1.3 Embrace new approaches when appropriate and discard approaches that are no longer working.1.6.2 Dealing with change1.6.2.1 Take proper and effective action when necessary without having all the necessary facts in hand.

1.6.2.2 Easily adapt plans, goals, actions, or priorities in response to unpredictable or unexpected events, pressures, situations, and job demands.

1.6.2.3 Effortlessly shift gears and change direction when working on multiple projects or issues.1.7 Lifelong Learning: Demonstrating a commitment to self-development and improvement of knowledge

1.7.1 Demonstrating an interest in learning1.7.1.1 Take actions showing an interest in personal and professional lifelong learning and development.1.7.1.2 Seek feedback from multiple sources about how to improve and develop.1.7.1.3 Modify behavior based on feedback or self-analysis of past mistakes.1.7.1.4 Learn and accept help from supervisors and co-workers.1.7.2 Participating in learning activities1.7.2.1 Identify when it is necessary to acquire new knowledge and skills.

1.7.2.2 Take steps to develop and maintain knowledge, skills, and expertise necessary to perform one’s role successfully by participating in relevant training and professional development programs.

1.7.2.3 Actively pursue opportunities to broaden knowledge and skills through seminars, conferences, professional groups, reading publications, job shadowing, and/or continuing education.

1.7.3 Using change as a learning opportunity

1.7.3.1 Anticipate changes in work demands and search for and participate in assignments or training that address these changing demands.

1.7.3.2 Treat unexpected circumstances as opportunities to learn.1.7.4 Identifying career interests


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1.7.4.1 Take charge of personal career development by identifying occupational interests, strengths, options, and opportunities.

1.7.4.2 Make insightful career planning decisions that integrate others’ feedback.1.7.5 Integrating and applying learning1.7.5.1 Integrate newly learned knowledge and skills with existing knowledge and skills.

1.7.5.2 Use newly learned knowledge and skills to complete tasks, particularly in new or unfamiliar situations.

2 Tier 2: Academic Competencies

2.1 Reading: Understanding written sentences, paragraphs, and figures in work-related documents (with accommodation if necessary).

2.1.1 Comprehension

2.1.1.1Locate and understand written information in prose and in documents such as manuals, reports, memos, letters, forms, graphs, charts, tables, calendars, schedules, signs, notices, applications, contracts, regulations, and directions.

2.1.1.2 Understand the purpose of written materials.2.1.1.3 Comprehend the author’s meaning and identify the main ideas expressed in the written material.2.1.2 Attention to detail2.1.2.1 Note details and facts.2.1.2.2 Detect inconsistencies.2.1.2.3 Identify implied meaning and details.2.1.2.4 Recognize missing information.2.1.3 Information analysis2.1.3.1 Critically evaluate and analyze information in written materials.2.1.3.2 Review written information for completeness and relevance.2.1.3.3 Distinguish fact from opinion.2.1.3.4 Identify trends.2.1.3.5 Synthesize information from multiple written materials.2.1.4 Information integration2.1.4.1 Integrate what is learned from written materials with prior knowledge.2.1.4.2 Use what is learned from written material to follow instructions and complete tasks.2.1.4.3 Apply what is learned from written material to new situations.2.2 Writing: Using standard (business) English to compile information and prepare written documents.2.2.1 Organization and development

2.2.1.1 Create documents such as letters, directions, manuals, reports, graphs, spreadsheets, and flow charts.

2.2.1.2 Communicate thoughts, ideas, information, messages, and other written information, which may contain technical material, in a logical, organized, and coherent manner.

2.2.1.3 Present well-developed ideas supported by information and examples.2.2.1.4 Proofread finished documents for errors.2.2.1.5 Tailor content to appropriate audience and purpose.2.2.1.6 Distribute written materials appropriately for intended audiences and purposes.


Code2.2.2 Mechanics2.2.2.1 Use standard syntax and sentence structure.2.2.2.2 Use correct spelling, punctuation, and capitalization.2.2.2.3 Use correct English grammar (e.g., correct tense, subject-verb agreement, no missing words).2.2.2.4 Write legibly when using handwriting to communicate.2.2.3 Tone2.2.3.1 Use language appropriate for the target audience.

2.2.3.2 Use a tone and word choice appropriate for the industry and organization (e.g., writing is professional and courteous).

2.2.3.3 Show insight, perception, and depth in writing.2.3 Mathematics: Uses principles of mathematics to express ideas and solve problems.2.3.1 Computation2.3.1.1 Add, subtract, multiply, and divide with whole numbers, fractions, decimals, and percents.2.3.1.2 Calculate averages, ratios, proportions, and rates.2.3.1.3 Convert decimals to fractions and fractions to decimals.2.3.1.4 Convert fractions to percents and percents to fractions.2.3.1.5 Convert decimals to percents and percents to decimals.2.3.1.6 Understand relationships between numbers and identify and understand patterns.2.3.2 Measurement and estimation

2.3.2.1 Take measurements of time, temperature, distances, length, width, height, perimeter, area, volume, weight, velocity, and speed.

2.3.2.2 Use and report measurements correctly.

2.3.2.3 Correctly convert from one measurement to another (e.g., from English to metric or International System of Units (SI), or Fahrenheit to Celsius).

2.3.3 Application2.3.3.1 Use appropriate mathematical formulas and techniques to solve problems.2.3.3.2 Translate practical problems into useful mathematical expressions.2.4 Science and Technology: Using scientific rules and methods to express ideas and solve problems.2.4.1 Comprehension2.4.1.1 Understand basic scientific principles and uses appropriate technology.

2.4.1.2 Understand the scientific method (i.e., identify problems, collect information, form opinions and draw conclusions).

2.4.1.3 Understand overall intent and proper procedures for set-up and operation of equipment.2.4.2 Application2.4.2.1 Apply basic scientific principles and technology to complete tasks.2.5 Communication: Listening, speaking, and signaling so others can understand (with accommodation if 2.5.1 Communicating

2.5.1.1 Express relevant information appropriately to individuals or groups taking into account the audience and the nature of the information (e.g., technical or controversial).

2.5.1.2 Convey information clearly, correctly, and succinctly.2.5.1.3 Use common English conventions including proper grammar, tone, and pace.


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2.5.1.4 Effectively establish interpersonal contact with one or more individuals using eye contact, body language and non-verbal expression as appropriate to the person’s culture.

2.5.1.5Ask questions or report problems or concerns to people in authority when information or procedures are unclear or need improvement, or when feeling unsafe or threatened in the workplace.

2.5.2 Receiving information

2.5.2.1 Attend to, understand, interpret, and respond to messages received in a variety of ways, including hearing, American Sign Language, instant messaging, text-to-speech devices, and other methods.

2.5.2.2 Comprehend complex instructions.

2.5.2.3 Identify feelings and concerns communicated in various formats, such as writing, speech, American Sign Language, computers, etc. and responds appropriately.

2.5.2.4 Consider others’ viewpoints and alter opinion when it is appropriate to do so.

2.5.2.5 Apply active interpersonal communication skills using reflection, restatement, questioning, and clarification.

2.5.2.6 Effectively answer questions of others or communicate an inability to do so and suggest other sources of answers.

2.5.3 Observing carefully2.5.3.1 Notice nonverbal cues and respond appropriately.2.5.3.2 Attend to visual sources of information (e.g., video).2.5.3.3 Ascertain relevant visual information and use appropriately.2.5.4 Persuasion/Influence2.5.4.1 Influence others.2.5.4.2 Persuasively present thoughts and ideas.2.5.4.3 Gain commitment and ensure support for proposed ideas.

2.6 Critical and Analytical Thinking: Using logical thought processes to analyze information and draw conclusions.

2.6.1 Reasoning2.6.1.1 Possess sufficient inductive and deductive reasoning ability to perform job successfully.2.6.1.2 Critically review, analyze, synthesize, compare, and interpret information.2.6.1.3 Draw conclusions from relevant and/or missing information.

2.6.1.4 Understand the principles underlying the relationship among facts and apply this understanding when solving problems.

2.6.1.5 Use logic and reasoning to identify strengths and weaknesses of alternative solutions or approaches to a problem.

2.6.2 Mental agility2.6.2.1 Identify connections between issues.2.6.2.2 Quickly understand, orient to, and integrate new information.

2.7 Basic Computer Skills: Using information technology and related applications to convey and retrieve information (with accommodation when necessary).

2.7.1 Computer basics


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2.7.1.1 Understand the basic functions and terminology related to computer hardware, software, information systems, and communication devices.

2.7.1.2 Use basic computer software, hardware, and communication devices to perform tasks.2.7.2 Using software

2.7.2.1 Use word processing software to compose, organize, edit, and print documents and other business communications.

2.7.2.2 Use spreadsheet software to enter, manipulate, edit, and format text and numerical data.

2.7.2.3 Use presentation software to create, manipulate, edit, and present digital representations of information to an audience.

2.7.2.4 Use database software to manage data.2.7.2.5 Create and maintain a well-organized electronic file storage system.2.7.3 Using the Internet and email2.7.3.1 Use the Internet to search for online information and interact with Web sites.

2.7.3.2 Use the Internet and web-based tools to manage basic workplace tasks (e.g., calendar management, contacts management, and timekeeping).

2.7.3.3 Use electronic mail to communicate in the workplace.

2.7.3.4 Understand the different types of social media and their appropriate workplace and non-workplace uses, and the impact that various social media activities can have on one’s personal and professional

2.7.3.5 Employ collaborative/groupware applications to facilitate group work.2.7.4 Ensuring computer security2.7.4.1 Understand and comply with the organization’s privacy policy and information security guidelines.2.7.4.2 Defend against potential abuses of private information.2.7.4.3 Recognize and respond appropriately to suspicious vulnerabilities and threats.

2.7.4.4 Use the most recent security software, web browser, and operating system to protect against online threats.

2.7.4.5 Utilize strong passwords, passphrases, and basic encryption.2.7.4.6 Recognize secure Web addresses.3 Tier 3: Workplace Competencies3.1 Teamwork: Working cooperatively with others to complete work assignments.3.1.1 Identifying team membership and role3.1.1.1 Serve as a leader or a follower, depending on what is needed to achieve the team’s goals and 3.1.1.2 Identify and draw upon team members’ strengths and weaknesses to achieve results.3.1.1.3 Instruct others in learning new skills and learn from other team members.3.1.1.4 Assist others who have less experience or have heavy workloads.3.1.1.5 Encourage others to express their ideas and opinions.3.1.2 Establishing productive relationships3.1.2.1 Develop constructive and cooperative working relationships with others.3.1.2.2 Exhibit tact and diplomacy and strive to build consensus.

3.1.2.3 Deliver constructive criticism and voice objections to others’ ideas and opinions in a supportive, non-accusatory manner.

3.1.2.4 Respond appropriately to positive and negative feedback.


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3.1.2.5 Effectively communicate with all members of the group or team to achieve team goals and objectives.

3.1.3 Meeting team objectives3.1.3.1 Work as part of a team, contributing to the group’s effort to achieve goals.3.1.3.2 Identify and commit to the goals, norms, values, and customs of the team.3.1.3.3 Choose behaviors and actions that best support the team and accomplishment of work tasks.3.1.3.4 Use a group approach to identify problems and develop solutions based on group consensus.3.1.4 Resolving conflicts3.1.4.1 Bring others together to reconcile differences.3.1.4.2 Handle conflicts maturely by exercising “give and take” to achieve positive results for all parties.

3.1.4.3 Reach formal or informal agreements that promote mutual goals and interests, and obtain commitment to those agreements from individuals or groups.

3.2 Customer Focus: Efficiently and effectively addressing the needs of clients/customers.3.2.1 Understanding customer needs3.2.1.1 Identify internal and external customers.

3.2.1.2 Attend to what customers are saying and ask questions to identify customer needs, interests, and goals.

3.2.1.3 Anticipate the future needs of the customer.3.2.2 Providing personalized service

3.2.2.1 Provide prompt, efficient, and personalized assistance to meet the requirements, requests, and concerns of customers.

3.2.2.2 Provide thorough, accurate information to answer customers’ questions and inform them of commitment times or performance guarantees.

3.2.2.3 Address customer comments, questions, concerns, and objections with direct, accurate, and timely responses.

3.2.2.4 Identify and propose appropriate solutions and/or services.3.2.2.5 Establish boundaries as appropriate for unreasonable customer demands.3.2.2.6 Communicate in the medium desired by the customer.3.2.3 Acting professionally3.2.3.1 Is pleasant, courteous, and professional when dealing with internal or external customers.3.2.3.2 Develop constructive and cooperative working relationships with customers.3.2.3.3 Is calm and empathetic when dealing with hostile customers.3.2.4 Keeping customers informed3.2.4.1 Follow up with customers following provision of service.3.2.4.2 Keep customers up to date about decisions that affect them.3.2.4.3 Seek the comments, criticisms, and involvement of customers.3.2.4.4 Adjust services based on customer feedback.

3.3 Planning and Organizing: Planning and prioritizing work to manage time effectively and accomplish assigned tasks.

3.3.1 Planning3.3.1.1 Approach work in a methodical manner.


Code3.3.1.2 Plan and schedule tasks so that work is completed on time.3.3.1.3 Keep track of details to ensure work is performed accurately and completely.3.3.1.4 Anticipate obstacles to project completion and develop contingency plans to address them.3.3.1.5 Find new ways of organizing work area or planning work to accomplish work more efficiently.3.3.2 Prioritizing3.3.2.1 Prioritize multiple competing tasks.3.3.2.2 Perform tasks correctly, quickly, and efficiently according to their relative urgency and importance.3.3.3 Managing projects

3.3.3.1 Estimate personnel and other resources needed for project completion (e.g., financial material or equipment).

3.3.3.2 Manage activities to meet plans, allocating time and resources effectively.3.3.3.3 Keep track of and document plans, assignments, changes, and deliverables.3.3.3.4 Plan for dependencies of one task on another.

3.3.3.5 Coordinate efforts with all affected parties, keeping them informed of progress and all relevant changes to project timelines.

3.3.3.6 Take necessary corrective action when projects go off track.3.3.3.7 Assure job accommodations are made for personnel who need or request them.3.4 Creative Thinking: Generating innovative and creative solutions.3.4.1 Employing unique analyses3.4.1.1 Use original analyses and generate new, innovative ideas in complex areas.

3.4.1.2 Develop innovative methods of obtaining or using resources when insufficient resources are available.

3.4.2 Generating innovative solutions3.4.2.1 Integrate seemingly unrelated information to develop creative processes or solutions.3.4.2.2 Reframe problems in a different light to find fresh approaches.3.4.2.3 Entertain wide-ranging possibilities and perspectives to develop new solutions.3.4.2.4 Find new ways to add value to the efforts of a team and organization.3.4.3 Seeing the big picture

3.4.3.1 Understand the pieces of a system as a whole and appreciate the consequences of actions on other parts of the system.

3.4.3.2 Monitor patterns and trends to see a bigger picture.3.4.3.3 Modify or design systems to improve performance.

3.5 Problem Solving and Decision-Making: Generating, evaluating, and implementing solutions to problems.

3.5.1 Identifying the problem3.5.1.1 Anticipate or recognize the existence of a problem or objection.3.5.1.2 Identify the true nature of the problem and define critical issues.3.5.1.3 Evaluate the importance and criticality of the problem.

3.5.1.4 Use all available reference systems to locate and obtain information relevant to understanding the problem.

3.5.1.5 Recall previously learned information that is relevant to the problem.


Code3.5.2 Locating, gathering, and organizing relevant information

3.5.2.1Effectively use both internal resources (e.g., internal computer networks, company filing systems) and external resources (e.g., internet search engines) to locate and gather information relevant to solving the problem.

3.5.2.2 Examine information obtained for relevance and completeness.3.5.2.3 Recognize important gaps in existing information and take steps to eliminate those gaps.3.5.2.4 Organize/reorganize information as appropriate to gain a better understanding of the problem.3.5.3 Generating alternatives

3.5.3.1 Integrate previously learned and externally obtained information to generate a variety of high-quality alternative approaches to the problem.

3.5.3.2 Skillfully use logic and analysis to identify the strengths and weaknesses, the costs and benefits, and the short- and long-term consequences of different solutions or approaches.

3.5.4 Choosing a solution3.5.4.1 Decisively choose the best solution after evaluating the relative merits of each possible option.3.5.4.2 Make difficult decisions even in highly ambiguous or ill-defined situations.3.5.5 Implementing the solution3.5.5.1 Commit to a solution in a timely manner.3.5.5.2 Develop a realistic approach for implementing the chosen solution.

3.5.5.3 Document the problem and corrective actions taken and their outcomes and communicate these to the appropriate parties.

3.5.5.4 Observe and evaluate the outcomes of implementing the solution to assess the need for alternative approaches and to identify lessons learned.

3.6 Working with Tools and Technology: Selecting, using, and maintaining tools and technology to facilitate work activity (with accommodation, when necessary).

3.6.1 Using tools

3.6.1.1 Operate tools, technology, and equipment in accordance with established operating procedures and safety standards.

3.6.1.2 Demonstrate appropriate use of tools and technology to complete work functions.3.6.2 Selecting tools3.6.2.1 Select and apply appropriate tools or technological solutions to the problem at hand.3.6.3 Keeping current on tools and technology3.6.3.1 Demonstrate an interest in learning about new and emerging tools and technologies.3.6.3.2 Demonstrate information literacy.3.6.3.3 Adapt quickly to changes in process or technology.

3.6.3.4 Seek out opportunities to improve knowledge of tools and technologies that may assist in streamlining work and improving productivity.

3.6.4 Troubleshooting and maintenance3.6.4.1 Learn how to maintain and troubleshoot tools and technologies.3.6.4.2 Perform routine maintenance on tools, technology, and equipment.3.6.4.3 Determine causes of errors and take the appropriate corrective action.3.6.4.4 Develop alternatives to complete a task if desired tool or technology is not available.


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3.7 Scheduling and Coordinating: Making arrangements that fulfill all requirements as efficiently and economically as possible.

3.7.1 Arranging and informing

3.7.1.1 Make arrangements (e.g. for meetings or travel) that fulfill all requirements as efficiently and economically as possible.

3.7.1.2 Inform others of arrangements, giving them complete, accurate, and timely information.3.7.1.3 Ensure that others receive needed materials in time.3.7.1.4 Handle all aspects of arrangements thoroughly and completely.

3.7.1.5 Respond to the schedules of others affected by arrangements, resolve schedule conflicts or travel issues, and take corrective action.

3.7.2 Coordinating in distributed environments

3.7.2.1 Coordinate schedules of colleagues, co-workers, and clients in regional locations. (i.e., across time zones) to ensure that inconvenience is minimized and productivity is enhanced.

3.7.2.2 Leverage technology (e.g., internet, teleconference) to facilitate information sharing in distributed work environments.

3.7.2.3 Take advantage of team member availability throughout business hours in multiple time zones to enhance productivity.

3.7.3 Shiftwork3.7.3.1 Effectively coordinate the transition of staff at the beginning and end of each work shift.

3.7.3.2 Disseminate crucial information in an organized manner to rapidly bring staff up to speed at the start of their shifts.

3.7.3.3 Ensure that staff is updated on work completed on past shifts and work that still needs to be completed.

3.8 Checking, Examining, and Recording: Entering, transcribing, recording, storing, or maintaining information in written or electronic/digital format.

3.8.1 Detecting errors3.8.1.1 Detect and correct errors or inconsistencies, even under time pressure.3.8.1.2 Identify vague or ambiguous documentation.3.8.1.3 Route errors to appropriate person to correct documentation.3.8.2 Completing forms3.8.2.1 Select and complete appropriate forms quickly and completely.3.8.2.2 Forward or process forms in a timely and accurate manner.3.8.2.3 Attend to and follow through on important items requiring action.3.8.2.4 Expedite forms, orders, or advances that require immediate attention.3.8.3 Obtaining information3.8.3.1 Obtain appropriate information, signatures, and approvals promptly.3.8.3.2 Verify that all information is present and accurate before forwarding materials.3.8.3.3 Compile, categorize, and verify information or data.3.8.3.4 Apply systematic techniques for observing and gathering data.3.8.4 Maintaining logs, records, and files3.8.4.1 Organize records and files to maintain data.


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3.8.4.2 Keep logs, records, and files that are up-to-date and readily accessible (e.g., driver logs, flight records, repair records).

3.8.4.3 Update logs, records, and files, noting important changes.3.8.4.4 File data and documentation in accordance with organization’s requirements.3.9 Business Fundamentals: Using information on basic business principles, trends, and economics.3.9.1 Situational awareness3.9.1.1 Understand the mission, structure, and functions of the organization.

3.9.1.2 Recognize one’s role in the functioning of the organization and understand the potential impact one’s own performance can have on the success of the organization.

3.9.1.3 Grasp the potential impact of the company’s well-being on employees.3.9.2 Business ethics3.9.2.1 Act in the best interest of the company, the community, and the environment.

3.9.2.2 Comply with applicable laws and rules governing work and report loss, waste, or theft of company property to appropriate personnel.

3.9.3 Market knowledge3.9.3.1 Understand market trends in the industry and the company’s position in the market.

3.9.3.2 Know who the company’s primary competitors are and stay current on organizational strategies to maintain competitiveness.

3.9.3.3 Uphold the organization through building and maintaining customer relations.

3.9.3.4 Recognize major challenges faced by the organization and industry, and identify key strategies to address challenges.

4 Tier 4: Ready to Work Cluster-Specific Competencies

4.1Business Mathematics: Utilize mathematical concepts, skills and problem solving to obtain necessary information for decision-making in business.

4.1.1 Solve mathematical problems using numbers and operations.4.1.2 Recognize relationships among numbers.4.1.3 Employ mathematical operations.4.1.4 Evaluate and perform computations successfully.4.1.5 Predict reasonable estimations.4.1.6 Recognize patterns and mathematical relations.4.1.7 Represent increases and decreases in quantities with positive and negative signs.4.1.8 Determine rate of change mathematically.4.1.9 Employ measurement skills to make business decisions.4.1.10 Recognize measurable attributes of objects.4.1.11 Assess measurements correctly.

4.2Business Laws and Regulations: Describe laws, rules and regulations as they apply to effective business operations.

4.2.1 Obtain and provide information in a business setting.4.2.2 Demonstrate respect of others' privacy.4.2.3 Explain ethical considerations in providing information.4.2.4 Employ procedures to protect confidential information.


Code4.2.5 Determine information appropriate to obtain from a client.4.2.6 Demonstrate ethical behaviors in the workplace.4.2.7 Understand the importance of business ethics.4.2.8 Demonstrate responsible behavior.4.2.9 Demonstrate honesty and integrity.4.2.10 Demonstrate ethical work habits.4.2.11 Demonstrate fairness to personnel at work.

4.3Professional Development: Explore, develop and apply strategies for ensuring a successful business career.

4.3.1 Develop self-understanding to recognize the impact of personal actions on others.4.3.2 Understand the importance of a positive self-esteem.4.3.3 Assess personal strengths and weaknesses.4.3.4 Develop personal traits and behaviors to foster career advancement.4.3.5 Identify desirable personality traits important to business.4.3.6 Exhibit a positive attitude.4.3.7 Exhibit self-confidence.4.3.8 Demonstrate interest and enthusiasm.4.3.9 Demonstrate initiative.4.3.10 Demonstrate positive working relationships.4.3.11 Implement job-seeking skills to obtain employment.4.3.12 Utilize job-search strategies.4.3.13 Complete a job application.4.3.14 Demonstrate appropriate job interview techniques.4.3.15 Write a follow-up letter after job interviews.4.3.16 Write a letter of application.4.3.17 Prepare a résumé.4.3.18 Use networking techniques to identify employment opportunities.

4.4Customer Relations: Identify, demonstrate and implement solutions in managing effective business customer relationships.

4.4.1 Perform customer service activities to support customer relationships and encourage repeat business.4.4.2 Demonstrate appropriate customer service.5 Tier 5: Career Pathway Technical Competencies5.1 Service Delivery5.1.1 Learns from complaints and takes action to resolve them

5.1.2Collect and report data on topics such as customer encounters or inter-departmental problems, making recommendations for change when appropriate.

5.2 Ethics5.2.1 Adhere to the job description with responsibility while reporting violations.5.2.2 Perform as per job description.5.2.3 Justify his/her role while being considerate of his/her responsibility.


Code5.2.4 Exercise the right of authority within due limits.5.2.5 Report possible violations5.2.6 Exhibit good practices and understand misuse of work hours / company property5.2.7 Utilize work hours wisely while avoiding personal engagements / activities.5.2.8 Ensure use of company equipment strictly for official purposes.

5.2.9Take ownership of the company assets and understand the boundaries of work against financial gain/bribery from a particular individual.

5.2.10 Adapt polite/humble behavior and avoid personal conflict.5.2.11 Protect and prevent the misuse of confidential information5.2.12 Maintain confidentiality of the customers/ colleagues.5.2.13 Implement the code of conduct for confidential information.5.2.14 Identify misuse of confidential information

5.2.15Implement office services, such as equipment or supply acquisition or organization, disposal of assets, relocation, parking, maintenance, or security services.

5.2.16Consult with managers or other personnel to resolve problems in areas such as equipment performance, output quality, or work schedules.

5.2.17 Discuss work problems or grievances with managers.5.3 Customer Requests & Complaints5.3.1 Use a standard greeting5.3.2 Smile and speak with clarity.5.3.3 Sound active and confident.5.3.4 Ensure application of telephone professionalism and etiquettes.5.3.5 Give caller undivided attention to make them feel important.5.3.6 Empathize and sympathize with the customers/callers with complaints.5.3.7 Obtain information from the customer/caller with due diligence.

5.3.8Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

5.3.9 Check to ensure that appropriate changes were made to resolve customers' problems.

5.3.10Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.

5.3.11 Refer unresolved customer grievances to designated departments for further investigation.

5.3.12Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

6 Tier 6: Occupation Specific Technical Competencies6.1 Administrative6.1.1 Route statements for mailing or over-the-counter delivery to customers.

6.1.2Type billing documents, shipping labels, credit memorandums, or credit forms, using typewriters or computers.

6.1.3 Operate typing, adding, calculating, or billing machines.6.2 Business Acumen6.2.1 Maintains functional knowledge of organizational business units


Code6.2.2 Utilizes appropriate business terms and vocabulary in interactions with employees and leaders6.2.3 Maintains working knowledge of business lines as well as competitive market6.2.4 Manages project and initiative budgets6.2.5 Defines critical activities in terms of value added, impact, utility derived from cost-benefit analysis6.2.6 Manages process improvement initiatives6.2.7 Implements organization-wide business practices/operations6.2.8 Identifies ways to improve operational efficiency6.2.9 Routes stakeholder questions to the appropriate area6.2.10 Provides service to stakeholders6.2.11 Generates and, when appropriate, implements solutions within designated area of responsibility6.2.12 Employs standard operating procedures and policies when performing HR transactions6.2.13 Reports workplace risk management issues to leadership (e.g., safety, health, etc.)6.2.14 Develops knowledge of general HR practices and technology6.2.15 Executes transactions with minimal errors6.2.16 Follows relevant laws and regulations6.2.17 Uses relevant portions of the company's HR technology system for administrative and service needs.6.2.18 Listens effectively to potential issues before reacting with solutions6.2.19 Serves as frontline liaison with vendors/suppliers6.2.20 Refers potentially difficult interactions to manager6.2.21 Seeks opportunities to interact with stakeholders6.2.22 Provides outstanding customer service experience to employees and other stakeholders6.2.23 Facilitates the resolution of transactional conflicts that arise6.2.24 Provides basic information for resolution of conflicts

6.2.25Develops a network of contacts both within the organization and with external partners serving the organization

6.2.26 Networks with peers, both internal and external to organization.6.2.27 Demonstrates effective interpersonal skills

6.2.28Develops a strong and positive reputation both internally and externally as a neutral and approachable supervisor

6.2.29 Prevents transactional conflicts when possible6.2.30 Provides first point of contact for employee questions

6.2.31Communicates and demonstrates support for HR decisions passed down even if not consistent with own point-of-view

6.2.32 Listens actively to identify potential challenges or solutions6.2.33 Builds credibility with stakeholders6.2.34 Assists with the implementation of initiatives and escalates issues6.2.35 Demonstrates flexibility, adaptability, and initiative6.2.36 Acts consistently with and represents the culture of the organization

6.2.37Seeks new ways to improve and recommends improvements to HR processes, transactions and outcomes

6.2.38 Develops knowledge of internal policies and procedures for responding to transactional issues


Code6.2.39 Provides detail-oriented support in the administration of organizational programs and initiatives6.2.40 Gains the knowledge and skill to implement organizational processes and initiatives6.2.41 Serves as a team member for passed down projects6.2.42 Gathers facts and analyzes data using systematic methods (e.g., surveys, focus groups, etc.)

6.2.43Identifies sources of data and information and learns where to find the most relevant information for solving problems

6.2.44 Conducts data entry and tracking of statistics and metrics6.2.45 Engages in preliminary analysis of collected data and reports findings to supervisor.6.2.46 Demonstrates basic knowledge of business lines and products/services6.2.47 Possesses operational/processing expertise for assigned tasks6.2.48 Develops basic knowledge of HR Metrics6.2.49 Identifies inefficiencies and provides process improvement recommendations6.2.50 Develops basic knowledge of competitor organizations6.2.51 Develops familiarity with business terms and acronyms6.3 Critical Evaluation6.3.1 Conducts effective program evaluation6.3.2 Identifies patterns in data and raises relevant issues to higher-level management6.3.3 Differentiates best practices that will work for own organization/business unit6.3.4 Ensures quality work product6.3.5 Maintains objectivity during critical evaluation processes6.4 Leadership & Navigation6.4.1 Manages programs, policies, and procedures to support the organizational culture6.4.2 Demonstrates flexibility, adaptability, and initiative6.4.3 Develops skills in managing resources available to meet planned objectives6.4.4 Supports critical large-scale organizational changes6.4.5 Serves as point person on projects and tasks6.4.6 Makes policy interpretations and directs implementation.6.4.7 Implements plans using results-oriented goals for measuring success6.4.8 Develops leadership presence with management support at the business unit level6.4.9 Serves as manager of organizational initiatives within units6.4.10 Operationalizes projects and initiatives as set forth by the higher-level plan6.5 Management Analysis6.5.1 Identifies sources of information/data for a wide variety of problems and needs

6.5.2Identifies and gathers necessary and accurate information needed (via case studies, etc.) to clarify an issue or make a decision

6.5.3Assesses problems accurately, and arrives at solutions that improve the efficiency and effectiveness of resources and operations

6.5.4 Evaluates efficiency and effectiveness of resource utilization and results accomplishment6.5.5 Establishes clear, well-defined processes necessary to achieve the desired outcomes6.5.6 Organizes people and activities to accomplish results6.5.7 Identifies and addresses process problems promptly


Code6.5.8 Delineates complex processes into more simple tasks and functions6.5.9 Creates a work flow that effectively coordinates and integrates tasks and functions6.5.10 Effectively communicates and coordinates with other stakeholders in the process6.6 Relationship Management6.6.1 Oversees transactional and/or preliminary stage of employee relations issues

6.6.2Recognizes potential employee relations issues in a proactive manner and either resolves the issue or moves the concern to senior leaders

6.6.3 Mediates difficult interactions, escalating problems to higher level when warranted

6.6.4Develops a reputation as a neutral and approachable supervisor serving employees and the organization

6.6.5 Oversees interactions with vendors/suppliers to maintain service quality6.6.6 Ensures subordinates are providing customer-oriented service6.6.7 Fosters positive team environment among staff6.6.8 Identifies staff networking opportunities and venues6.6.9 Develops new partnerships with employees and frontline managers6.6.10 Facilitates conflict resolution meetings7 Tier 7: Occupation Specific Requirements7.1 High school diploma or equivalent8 Tier 8: Management Competencies8.1 Entrepreneurship8.1.1 Thinking innovatively 8.1.2 Constantly search for new ways of improving existing processes and doing things more efficiently.

8.1.3Strive to understand what is missing from current product stream, and search for new ideas for product improvement everywhere.

8.1.4 Attempt to address product gaps and build the business by creating innovative and unique solutions.8.1.5 Influencing decision makers

8.1.6Know which organizational leaders to influence to win support for new ideas and skillfully persuade key decision makers to invest appropriate resources to transform new ideas into reality.

8.1.7Woo venture capitalists, and other extra-organizational constituents to seek financial support for new ideas.

8.1.8 Encouraging entrepreneurial activity 8.1.9 Encourage innovation and entrepreneurial activity in team members.

8.1.10Challenge teams to take calculated risks for innovation, and ensure teams have time to pursue their ideas for new and improved products or processes.

8.1.11 Hold regular team meetings to solicit bold new ideas.8.1.12 Championing great ideas 8.1.13 Advance and promote the best ideas, even in the face of organizational resistance.

8.1.14Shield the team from bureaucratic processes that interfere with an innovative climate, and work to change processes that interfere with growth and innovation.

8.1.15 Rewarding innovation


Code

8.1.16Recognize the contributions of those who have enabled positive change, and give appropriate rewards for extraordinary achievements.

8.2 Performance Improvement

8.2.1Implements and incorporates evidence-based principles, strategies and tools into management activities.

8.2.2 Implements, monitors and updates plans to improve the organization and the department.

8.2.3Empowers staff to participate in decision-making. Has positive expectations. Encourages others to do their best. Values and respects the input and expertise of other people.

8.2.4Interprets and translates the organization’s long-term goals, and works with staff to achieve those goals through day-to-day tasks.

8.2.5Promotes staff self-evaluation. Encourages staff to set individual and team goals for performance improvement.

8.3 Organizational Awareness8.3.1 Takes the lead in putting the organization’s culture into practice.

8.3.2Uses the formal structure or hierarchy of the organization to get things done. Understands the chain of command, positional power, rules and regulations, and policies and procedures.

8.3.3Uses the organization’s informal structure when the formal structure does not work as well as desired. Recognizes key actors and decision influencers within that informal structure.

8.3.4 Recognizes the organization’s norms and values, and adopts the language of the organization.

8.3.5Understands the expectations, priorities and values of the organization’s many stakeholders. Builds coalitions and consensus around the organization’s vision, mission and agendas.

8.3.6Knows the organization’s policies, procedures and protocols as they pertain to the job responsibilities of the manager

8.4 Leadership

8.4.1Leverages diverse thinking. Uses the power of diversity to benefit from cultural, gender, experience, and generational differences.

8.4.2Builds relationships. Builds collaborative relationships with clients, peers, global knowledge networks, subordinates, and superiors to achieve business objectives.

8.4.3Engages others. Demonstrates active involvement, fosters teamwork, aligns differences, and leverages individuals’ talents to achieve objectives.

8.4.4Mentors people. Consistently teaches, coaches, and mentors to help ensure individual and team success, as well as develop the next generation.

8.4.5Builds trust. Practices chosen leadership truisms that enable others to have a firm reliance on their character and competence under stress.

8.5 Technical/Virtual

8.5.1Is technically multi-disciplined. Demonstrates knowledge across multiple technical, project management, and industry-specific disciplines with deep expertise in at least one.

8.5.2Demonstrates practical understanding of technology. Is up to date on project-related technology and uses it effectively to lead and enable team members to work efficiently.

8.6 Change Management8.6.1 Recognizing “where” change needs to happen and communicating it to others


Code

8.6.2Defining and communicating a compelling vision of the future that makes adaptive responses to the present appear both feasible and desirable to stakeholders

8.6.3Proactively and repeatedly searching out opportunities to talk about the new vision in both formal and informal settings at all levels of the organization

8.6.4 Challenging the status quo with facts, figures and logical reasoning about its advantages and drawbacks

8.6.5Personally initiating tangible actions to reinforce or support the new vision (e.g., organizational restructuring, budgeting changes, new performance metrics, etc.)

Customer Service Representatives



Alabama Competency Model Customer Service RepresentativesCode1 Tier 1: Personal Effectiveness Competencies1.1 Interpersonal Skills: Displaying the skills to work effectively with others from diverse backgrounds.1.1.1 Demonstrating sensitivity/empathy1.1.1.1 Show sincere interest in others and their concerns.1.1.1.2 Demonstrate sensitivity to the needs and feelings of others.1.1.1.3 Look for ways to help people and deliver assistance.1.1.2 Demonstrating insight into behavior









1.3 Professionalism: Maintaining a professional presence.1.3.1 Demonstrating self-control1.3.1.1 Maintain composure and keep emotions in check.1.3.1.2 Deal calmly and effectively with stressful or difficult situations.

Alabama Competency Model Customer Service RepresentativesCode1.3.1.3 Accept criticism tactfully and attempt to learn from it.1.3.2 Professional appearance1.3.2.1 Maintain a professional demeanor.1.3.2.2 Dress appropriately for occupational and worksite requirements.1.3.2.3 Maintain appropriate personal hygiene.1.3.3 Social responsibility1.3.3.1 Refrain from lifestyle choices which negatively impact the workplace and individual performance.1.3.3.2 Remain free from substance abuse.1.3.4 Maintaining a positive attitude1.3.4.1 Project a professional image of oneself and the organization.1.3.4.2 Demonstrate a positive attitude towards work.1.3.4.3 Take pride in one’s work and the work of the organization.






1.4.2.3 Take initiative to seek out new work challenges, influence events, or originate action.1.4.3 Setting challenging goals1.4.3.1 Establish and maintain personally challenging but realistic work goals.1.4.3.2 Exert effort toward task mastery.1.4.3.3 Bring issues to closure by pushing forward until a resolution is achieved.1.4.4 Working independently1.4.4.1 Develop own ways of working effectively and efficiently.1.4.4.2 Perform effectively even with minimal direction, support, or approval.1.4.4.3 Set own schedule to maximize productivity.1.4.4.4 Take responsibility for completing one’s own work assignments.1.4.5 Achievement motivation1.4.5.1 Strive to exceed standards and expectations.1.4.5.2 Exhibit confidence in capabilities and an expectation to succeed in future activities.1.5 Dependability and Reliability: Displaying responsible behaviors at work.1.5.1 Fulfilling obligations1.5.1.1 Behave consistently and predictably.1.5.1.2 Is reliable, responsible, and dependable in fulfilling obligations.1.5.1.3 Diligently follow through on commitments and consistently complete assignments by deadlines.1.5.2 Attendance and punctuality1.5.2.1 Come to work on time and as scheduled.

Alabama Competency Model Customer Service RepresentativesCode1.5.2.2 Arrive on time for meetings or appointments.1.5.2.3 Dial in to phone calls and web conferences on time.1.5.3 Attending to details1.5.3.1 Diligently check work to ensure that all essential details have been considered.1.5.3.2 Notice errors or inconsistencies and take prompt, thorough action to correct them.1.5.4 Following directions














1.7.4.2 Make insightful career planning decisions that integrate others’ feedback.1.7.5 Integrating and applying learning

Alabama Competency Model Customer Service RepresentativesCode1.7.5.1 Integrate newly learned knowledge and skills with existing knowledge and skills.




2.1.1 Comprehension





2.2.1.3 Present well-developed ideas supported by information and examples.2.2.1.4 Proofread finished documents for errors.2.2.1.5 Tailor content to appropriate audience and purpose.2.2.1.6 Distribute written materials appropriately for intended audiences and purposes.2.2.2 Mechanics2.2.2.1 Use standard syntax and sentence structure.2.2.2.2 Use correct spelling, punctuation, and capitalization.2.2.2.3 Use correct English grammar (e.g., correct tense, subject-verb agreement, no missing words).2.2.2.4 Write legibly when using handwriting to communicate.

Alabama Competency Model Customer Service RepresentativesCode2.2.3 Tone2.2.3.1 Use language appropriate for the target audience.














Alabama Competency Model Customer Service RepresentativesCode































3.1.3 Meeting team objectives3.1.3.1 Work as part of a team, contributing to the group’s effort to achieve goals.3.1.3.2 Identify and commit to the goals, norms, values, and customs of the team.3.1.3.3 Choose behaviors and actions that best support the team and accomplishment of work tasks.3.1.3.4 Use a group approach to identify problems and develop solutions based on group consensus.3.1.4 Resolving conflicts

Alabama Competency Model Customer Service RepresentativesCode3.1.4.1 Bring others together to reconcile differences.3.1.4.2 Handle conflicts maturely by exercising “give and take” to achieve positive results for all parties.










3.3.1 Planning3.3.1.1 Approach work in a methodical manner.3.3.1.2 Plan and schedule tasks so that work is completed on time.3.3.1.3 Keep track of details to ensure work is performed accurately and completely.3.3.1.4 Anticipate obstacles to project completion and develop contingency plans to address them.3.3.1.5 Find new ways of organizing work area or planning work to accomplish work more efficiently.3.3.2 Prioritizing3.3.2.1 Prioritize multiple competing tasks.3.3.2.2 Perform tasks correctly, quickly, and efficiently according to their relative urgency and importance.3.3.3 Managing projects













3.5.1.5 Recall previously learned information that is relevant to the problem.3.5.2 Locating, gathering, and organizing relevant information










3.6.1 Using tools









Alabama Competency Model Customer Service RepresentativesCode3.9.1.3 Grasp the potential impact of the company’s well-being on employees.3.9.2 Business ethics3.9.2.1 Act in the best interest of the company, the community, and the environment.










4.2.1 Obtain and provide information in a business setting.4.2.2 Demonstrate respect of others' privacy.4.2.3 Explain ethical considerations in providing information.4.2.4 Employ procedures to protect confidential information.4.2.5 Determine information appropriate to obtain from a client.4.2.6 Demonstrate ethical behaviors in the workplace.4.2.7 Understand the importance of business ethics.4.2.8 Demonstrate responsible behavior.4.2.9 Demonstrate honesty and integrity.4.2.10 Demonstrate ethical work habits.4.2.11 Demonstrate fairness to personnel at work.


4.3.1 Develop self-understanding to recognize the impact of personal actions on others.

Alabama Competency Model Customer Service RepresentativesCode4.3.2 Understand the importance of a positive self-esteem.4.3.3 Assess personal strengths and weaknesses.4.3.4 Develop personal traits and behaviors to foster career advancement.4.3.5 Identify desirable personality traits important to business.4.3.6 Exhibit a positive attitude.4.3.7 Exhibit self-confidence.4.3.8 Demonstrate interest and enthusiasm.4.3.9 Demonstrate initiative.4.3.10 Demonstrate positive working relationships.4.3.11 Implement job-seeking skills to obtain employment.4.3.12 Utilize job-search strategies.4.3.13 Complete a job application.4.3.14 Demonstrate appropriate job interview techniques.4.3.15 Write a follow-up letter after job interviews.4.3.16 Write a letter of application.4.3.17 Prepare a résumé.4.3.18 Use networking techniques to identify employment opportunities.




5.2 Ethics5.2.1 Adhere to the job description with responsibility while reporting violations.5.2.2 Perform as per job description.5.2.3 Justify his/her role while being considerate of his/her responsibility.5.2.4 Exercise the right of authority within due limits.5.2.5 Report possible violations5.2.6 Exhibit good practices and understand misuse of work hours / company property5.2.7 Utilize work hours wisely while avoiding personal engagements / activities.5.2.8 Ensure use of company equipment strictly for official purposes.


5.2.10 Adapt polite/humble behavior and avoid personal conflict.5.2.11 Protect and prevent the misuse of confidential information5.2.12 Maintain confidentiality of the customers/ colleagues.5.2.13 Implement the code of conduct for confidential information.

Alabama Competency Model Customer Service RepresentativesCode5.2.14 Identify misuse of confidential information









6 Tier 6: Occupation Specific Technical Competencies6.1 Documentation

6.1.1Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

6.2 Financial6.2.1 Determine charges for services requested, collect deposits or payments, or arrange for billing.6.3 Product Knowledge6.3.1 Knowledge of products and services6.3.2 Make and manage product list for ready reference during customer interaction.6.3.3 Present company products to the customer and provide technical support.6.4 Computer Basics6.4.1 Use of peripheral devices, learn keyboard short keys and log on/off function6.4.2 Recognize and manage use of peripheral device(s)6.4.3 Use computer short keys / functions6.4.4 Perform system check and log on/ off procedure to initiate system start-up or shut-down6.4.5 Software applications6.4.6 Operate the call center “specific” software (CRM) or tools (CLI).6.4.7 Manage customer data and customer interaction.6.4.8 Access / retrieve customer information for use within the software.6.4.9 Enhance your productivity and organizational targets by concentrating on the KPI’s.

Alabama Competency Model Customer Service RepresentativesCode6.4.10 Troubleshoot screen freeze by restarting system or use task manager.

6.4.11Isolate the problem by determining the possible reason e.g. if the cursor is not moving check the mouse/ perform the cable check, CPU ports etc.

6.4.12 Use the system through the keyboard/ short keys in case the mouse is not working6.5 Internet & Intranet 6.5.1 Internet 6.5.2 Use internet/world wide web6.5.3 Make use of different URL for specific purposes6.5.4 Intranet6.5.5 Use intranet6.5.6 Web browser6.5.7 Navigate through web browsers.6.5.8 Make use of the multiple functions of the browser address bar.6.5.9 Use browser commands.6.5.10 Internet search6.5.11 Search through the world wide web6.5.12 Use different search engines.6.5.13 Filter /extract information through search.6.5.14 Use the browser tool box functions and relative commands6.5.15 Bookmarks6.5.16 Save and bookmark the websites6.5.17 Manage bookmarked webpage/site6.5.18 Delete unnecessary bookmarking6.6 Data Entry6.6.1 Enter customer information quickly and accurately6.6.2 Enter information while speaking with customer6.6.3 Entering call notes7 Tier 7: Occupation Specific Requirements7.1 High school diploma or equivalent8 Tier 8: Management Competencies8.1 Entrepreneurship8.1.1 Thinking innovatively 8.1.2 Constantly search for new ways of improving existing processes and doing things more efficiently.





8.1.8 Encouraging entrepreneurial activity

Alabama Competency Model Customer Service RepresentativesCode8.1.9 Encourage innovation and entrepreneurial activity in team members.


















8.4 Leadership





Shipping, Receiving, and Traffic Clerks



Alabama Competency Model Shipping, Receiving, and Traffic ClerksCode1 Tier 1: Personal Effectiveness Competencies1.1 Interpersonal Skills: Displaying the skills to work effectively with others from diverse backgrounds.1.1.1 Demonstrating sensitivity/empathy1.1.1.1 Show sincere interest in others and their concerns.1.1.1.2 Demonstrate sensitivity to the needs and feelings of others.1.1.1.3 Look for ways to help people and deliver assistance.1.1.2 Demonstrating insight into behavior










Alabama Competency Model Shipping, Receiving, and Traffic ClerksCode1.3.1.3 Accept criticism tactfully and attempt to learn from it.1.3.2 Professional appearance1.3.2.1 Maintain a professional demeanor.1.3.2.2 Dress appropriately for occupational and worksite requirements.1.3.2.3 Maintain appropriate personal hygiene.1.3.3 Social responsibility1.3.3.1 Refrain from lifestyle choices which negatively impact the workplace and individual performance.1.3.3.2 Remain free from substance abuse.1.3.4 Maintaining a positive attitude1.3.4.1 Project a professional image of oneself and the organization.1.3.4.2 Demonstrate a positive attitude towards work.1.3.4.3 Take pride in one’s work and the work of the organization.







Alabama Competency Model Shipping, Receiving, and Traffic ClerksCode1.5.2.2 Arrive on time for meetings or appointments.1.5.2.3 Dial in to phone calls and web conferences on time.1.5.3 Attending to details1.5.3.1 Diligently check work to ensure that all essential details have been considered.1.5.3.2 Notice errors or inconsistencies and take prompt, thorough action to correct them.1.5.4 Following directions















Alabama Competency Model Shipping, Receiving, and Traffic ClerksCode1.7.5.1 Integrate newly learned knowledge and skills with existing knowledge and skills.




2.1.1 Comprehension






Alabama Competency Model Shipping, Receiving, and Traffic ClerksCode2.2.3 Tone2.2.3.1 Use language appropriate for the target audience.














Alabama Competency Model Shipping, Receiving, and Traffic ClerksCode



















Alabama Competency Model Shipping, Receiving, and Traffic ClerksCode3.1.4.1 Bring others together to reconcile differences.3.1.4.2 Handle conflicts maturely by exercising “give and take” to achieve positive results for all parties.


















3.6.1 Using tools









Alabama Competency Model Shipping, Receiving, and Traffic ClerksCode3.9.1.3 Grasp the potential impact of the company’s well-being on employees.3.9.2 Business ethics3.9.2.1 Act in the best interest of the company, the community, and the environment.













Alabama Competency Model Shipping, Receiving, and Traffic ClerksCode4.3.2 Understand the importance of a positive self-esteem.4.3.3 Assess personal strengths and weaknesses.4.3.4 Develop personal traits and behaviors to foster career advancement.4.3.5 Identify desirable personality traits important to business.4.3.6 Exhibit a positive attitude.4.3.7 Exhibit self-confidence.4.3.8 Demonstrate interest and enthusiasm.4.3.9 Demonstrate initiative.4.3.10 Demonstrate positive working relationships.4.3.11 Implement job-seeking skills to obtain employment.4.3.12 Utilize job-search strategies.4.3.13 Complete a job application.4.3.14 Demonstrate appropriate job interview techniques.4.3.15 Write a follow-up letter after job interviews.4.3.16 Write a letter of application.4.3.17 Prepare a résumé.4.3.18 Use networking techniques to identify employment opportunities.




5.2 Ethics5.2.1 Adhere to the job description with responsibility while reporting violations.5.2.2 Perform as per job description.5.2.3 Justify his/her role while being considerate of his/her responsibility.5.2.4 Exercise the right of authority within due limits.5.2.5 Report possible violations5.2.6 Exhibit good practices and understand misuse of work hours / company property5.2.7 Utilize work hours wisely while avoiding personal engagements / activities.5.2.8 Ensure use of company equipment strictly for official purposes.


5.2.10 Adapt polite/humble behavior and avoid personal conflict.5.2.11 Protect and prevent the misuse of confidential information5.2.12 Maintain confidentiality of the customers/ colleagues.5.2.13 Implement the code of conduct for confidential information.

Alabama Competency Model Shipping, Receiving, and Traffic ClerksCode5.2.14 Identify misuse of confidential information









6 Tier 6: Occupation Specific Technical Competencies6.1 Documentation

6.1.1Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

6.1.2 Prepare documents, such as work orders, bills of lading, or shipping orders, to route materials.

6.1.3Record shipment data, such as weight, charges, space availability, damages, or discrepancies, for reporting, accounting, or recordkeeping purposes.

6.2 Financial6.2.1 Determine charges for services requested, collect deposits or payments, or arrange for billing.

6.2.2Compute amounts, such as space available, shipping, storage, or demurrage charges, using computer or price list.

6.2.3 Determine shipping methods, routes, or rates for materials to be shipped.6.3 Product Knowledge6.3.1 Knowledge of products and services6.3.2 Make and manage product list for ready reference during customer interaction.6.3.3 Present company products to the customer and provide technical support.6.4 Shipping Procedures

6.4.1Contact carrier representatives to make arrangements or to issue instructions for shipping and delivery of materials.


6.4.2Pack, seal, label, or affix postage to prepare materials for shipping, using hand tools, power tools, or postage meter.

6.4.3 Compare shipping routes or methods to determine which have the least environmental impact.

6.4.4Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.

6.5 Track Goods6.5.1 Track delivery progress of shipments.6.5.2 Retrieve stored items and trace lost shipments as necessary.6.5.3 Monitor or record locations of goods in transit.6.6 Administrative6.6.1 Route statements for mailing or over-the-counter delivery to customers.

6.6.2Type billing documents, shipping labels, credit memorandums, or credit forms, using typewriters or computers.

6.6.3 Direct or participate in cargo loading to ensure completeness of load and even distribution of weight.6.6.4 Assist clients in obtaining insurance reimbursements.

6.6.5Enter shipping information into a computer by hand or by a hand-held scanner that reads bar codes on goods.

6.6.6 Operate typing, adding, calculating, or billing machines.7 Tier 7: Occupation Specific Requirements7.1 High school diploma or equivalent8 Tier 8: Management Competencies8.1 Entrepreneurship8.1.1 Thinking innovatively 8.1.2 Constantly search for new ways of improving existing processes and doing things more efficiently.
























8.4 Leadership










Computer and Information Systems Managers


ACCCP Business Information Management

Alabama Competency Model Computer and Information Systems ManagersCode1 Tier 1: Personal Effectiveness Competencies1.1 Interpersonal Skills: Displaying the skills to work effectively with others from diverse backgrounds.1.1.1 Demonstrating sensitivity/empathy1.1.1.1 Show sincere interest in others and their concerns.1.1.1.2 Demonstrate sensitivity to the needs and feelings of others.1.1.1.3 Look for ways to help people and deliver assistance.1.1.2 Demonstrating insight into behavior










Alabama Competency Model Computer and Information Systems ManagersCode1.3.1.3 Accept criticism tactfully and attempt to learn from it.1.3.2 Professional appearance1.3.2.1 Maintain a professional demeanor.1.3.2.2 Dress appropriately for occupational and worksite requirements.1.3.2.3 Maintain appropriate personal hygiene.1.3.3 Social responsibility1.3.3.1 Refrain from lifestyle choices which negatively impact the workplace and individual performance.1.3.3.2 Remain free from substance abuse.1.3.4 Maintaining a positive attitude1.3.4.1 Project a professional image of oneself and the organization.1.3.4.2 Demonstrate a positive attitude towards work.1.3.4.3 Take pride in one’s work and the work of the organization.







Alabama Competency Model Computer and Information Systems ManagersCode1.5.2.2 Arrive on time for meetings or appointments.1.5.2.3 Dial in to phone calls and web conferences on time.1.5.3 Attending to details1.5.3.1 Diligently check work to ensure that all essential details have been considered.1.5.3.2 Notice errors or inconsistencies and take prompt, thorough action to correct them.1.5.4 Following directions















Alabama Competency Model Computer and Information Systems ManagersCode1.7.5.1 Integrate newly learned knowledge and skills with existing knowledge and skills.




2.1.1 Comprehension






Alabama Competency Model Computer and Information Systems ManagersCode2.2.3 Tone2.2.3.1 Use language appropriate for the target audience.














Alabama Competency Model Computer and Information Systems ManagersCode



















Alabama Competency Model Computer and Information Systems ManagersCode3.1.4.1 Bring others together to reconcile differences.3.1.4.2 Handle conflicts maturely by exercising “give and take” to achieve positive results for all parties.


















3.6.1 Using tools









Alabama Competency Model Computer and Information Systems ManagersCode3.9.1.3 Grasp the potential impact of the company’s well-being on employees.3.9.2 Business ethics3.9.2.1 Act in the best interest of the company, the community, and the environment.













Alabama Competency Model Computer and Information Systems ManagersCode4.3.2 Understand the importance of a positive self-esteem.4.3.3 Assess personal strengths and weaknesses.4.3.4 Develop personal traits and behaviors to foster career advancement.4.3.5 Identify desirable personality traits important to business.4.3.6 Exhibit a positive attitude.4.3.7 Exhibit self-confidence.4.3.8 Demonstrate interest and enthusiasm.4.3.9 Demonstrate initiative.4.3.10 Demonstrate positive working relationships.4.3.11 Implement job-seeking skills to obtain employment.4.3.12 Utilize job-search strategies.4.3.13 Complete a job application.4.3.14 Demonstrate appropriate job interview techniques.4.3.15 Write a follow-up letter after job interviews.4.3.16 Write a letter of application.4.3.17 Prepare a résumé.4.3.18 Use networking techniques to identify employment opportunities.


4.4.1 Perform customer service activities to support customer relationships and encourage repeat business.4.4.2 Demonstrate appropriate customer service.5 Tier 5: Career Pathway Technical Competencies5.1 Business Domain Knowledge5.1.1 Competencies needed to work effectively with business partners. 5.1.2 Understand the business domain5.1.3 Identify stakeholders5.1.4 Involve end-users5.1.5 Business knowledge5.1.6 Document processes5.1.7 Strategic thinking5.1.8 Vision-oriented / articulate the business problem5.1.9 Cultural fit5.2 Motivate team members5.2.1 Motivate team members5.2.2 Employer future leaders (mentoring / coaching)5.2.3 Celebrating accomplishments5.2.4 Collaboration5.2.5 Ability to bridge diverse teams5.2.6 Virtual team skills5.2.7 Leadership5.2.8 Create an effective environment

Alabama Competency Model Computer and Information Systems ManagersCode5.2.9 Share information and credit5.2.10 Protect the team5.2.11 Provide feedback5.2.12 Give autonomy to team members5.3 Delegating5.3.1 Efficiently delegate tasks so that organizational goals are met within established timelines.

5.3.2Delegate tasks that are not central to the leader’s role and which allow the leader to use his/her time more effectively.

5.3.3Make delegation decisions that take into account the size of the task, whether an employee has the necessary background and skills to complete the task, and the sensitivity and importance of the task.

5.3.4 Delegate tasks that are challenging but not overwhelming.5.3.5 Delegate tasks that develop and extend employee skills.5.4 Handling Violations & Conflict5.4.1 Adhere to the job description with responsibility while reporting violations.5.4.2 Perform as per job description.5.4.3 Justify his/her role while being considerate of his/her responsibility.5.4.4 Exercise the right of authority within due limits.5.4.5 Report possible violations5.4.6 Exhibit good practices and understand misuse of work hours / company property5.4.7 Utilize work hours wisely while avoiding personal engagements / activities.5.4.8 Ensure use of company equipment strictly for official purposes.


5.4.10 Adapt polite/humble behavior and avoid personal conflict.5.4.11 Protect and prevent the misuse of confidential information5.4.12 Maintain confidentiality of the customers/ colleagues.5.4.13 Implement the code of conduct for confidential information.5.4.14 Identify misuse of confidential information5.5 Innovation5.5.1 Questions conventional work methods5.5.2 Questions/challenges conventional approaches; uses new information to offer realistic alternatives.

5.5.3Proposes a non-traditional approach when there is evidence or sound thinking which substantiates the viability of this approach.

5.5.4 Actively contributes to brainstorming sessions in his/her work area to generate new ideas.

5.5.5Questions and challenges current processes with the intent of continuously improving research and/or commercialization potential.

5.5.6 Willingly tries new approaches5.5.7 Offers suggestions to improve the ways things are done.5.5.8 Is open to experiment with solutions that have not traditionally been carried out at NRC.

5.5.9Comes up with alternatives to addressing problems; some of which may require fine-tuning of what already exists.

5.5.10 Shifts attention and priorities in own work in response to needs in the business.

Alabama Competency Model Computer and Information Systems ManagersCode5.5.11 Imports or modifies innovative ideas or responses to business issues

5.5.12 Generates new and innovative solutions to business issues or problems by adjusting existing practices.5.5.13 Draws on options and solutions from across NRC, not just from one¡¦s own area, to solve problems.

5.5.14Evaluates and creates new approaches for innovating; for example, by canvassing others for ideas, exploring diverse perspectives, and networking within the organization.

5.5.15Substantially improves or modifies work processes through the early adoption of innovative or non-traditional approaches or technologies.

5.5.16 Actively seeks opportunities to try out new experiences and/or approaches.5.5.17 Uses breakthrough thinking to identify leading edge solutions

5.5.18Thinks imaginatively, or "outside of the box" in order to identify and/or develop creative solutions for which there are few or no precedents.

5.5.19 Seeks out new information and brings forward innovative solutions with little to no guidance.

5.5.20Integrates relevant concepts/models into a complete vision or solution for which there is no previous experience or road map.

5.5.21 Develops ideas to reshape the business over the long term.5.5.22 Comes up with fundamental new ways to support NRC¡¦s ability to execute its strategy.5.5.23 Creates new insights from a wide range of information, tools and techniques.5.5.24 Creates an environment that fosters creativity5.5.25 Encourages and promotes exploration of new ideas and creative thinking in self and others.

5.5.26 Acts in a way that helps others generate breakthrough ideas, fresh perspectives and new opportunities.5.5.27 Encourages and leads innovation amongst others to achieve greater results through creative action.

5.5.28Encourages creativity on the part of others by highlighting the benefits of innovation and change on the overall performance of the organization and/or the performance of a specific area.

5.5.29Exercises good judgment in knowing when it is necessary to bend the rules or take risks in order to serve the customer or the business need.

5.5.30Stimulates idea flow from all staff, with a commercialization mindset for developing new products and services.

5.5.31 Fosters a safe and stable work climate that allows new and5.6 Networking5.6.1 Building relationships

5.6.2Seek opportunities to make contacts and build relationships, including through organizational events, social events, external organizations, and professional activities.

5.6.3 Partnering 5.6.4 Establish strong and lasting partnerships with business contacts.5.6.5 Proactively seek ways of increasing business opportunities with contacts.

5.6.6Skillfully influence and negotiate with partners to create opportunities that increase the competitive position of both parties.

5.6.7 Leveraging contacts

5.6.8Leverage contacts to obtain information relevant to the health and continued growth of the organization, including enhanced perspectives and feedback on organizational performance.

Alabama Competency Model Computer and Information Systems ManagersCode6 Tier 6: Occupation Specific Technical Competencies6.1 Risk Management6.1.1 Assess security risks using appropriate standards and practices6.1.2 Perform cost / benefit ROI and technical evaluations6.1.3 Conduct routine scans to expose need for changes to security practices and procedures6.1.4 Virus Protection Procedures6.1.5 Adhere to IT and OT supply chain security/risk management policies, requirements, and procedures6.2 Computer Basics6.2.1 Use of peripheral devices, learn keyboard short keys and log on/off function6.2.2 Recognize and manage use of peripheral device(s)6.2.3 Use computer short keys / functions6.2.4 Perform system check and log on/ off procedure to initiate system start-up or shut-down6.2.5 Software applications6.2.6 Operate the call center “specific” software (CRM) or tools (CLI).6.2.7 Manage customer data and customer interaction.6.2.8 Access / retrieve customer information for use within the software.6.2.9 Enhance your productivity and organizational targets by concentrating on the KPI’s.6.2.10 Troubleshoot system errors6.2.11 Troubleshoot screen freeze by restarting system or use task manager.

6.2.12Isolate the problem by determining the possible reason e.g. if the cursor is not moving check the mouse/ perform the cable check, CPU ports etc.

6.2.13 Rectify port issues and ensure proper cable connectivity6.2.14 Use the system through the keyboard/ short keys in case the mouse is not working6.3 Internet & Intranet 6.3.1 Internet 6.3.2 Establish internet connection through (dsl / Wi-Fi / broadband)6.3.3 Use internet/world wide web6.3.4 Make use of different URL for specific purposes6.3.5 Intranet6.3.6 Establish intranet connectivity6.3.7 Use intranet6.3.8 Web browser6.3.9 Navigate through web browsers.6.3.10 Make use of the multiple functions of the browser address bar.6.3.11 Use browser commands.6.3.12 Internet search6.3.13 Search through the world wide web6.3.14 Use different search engines.6.3.15 Filter /extract information through search.6.3.16 Explain the browser tool box functions and relative commands6.3.17 Bookmarks6.3.18 Save and bookmark the websites

Alabama Competency Model Computer and Information Systems ManagersCode6.3.19 Manage bookmarked webpage/site6.3.20 Delete unnecessary bookmarking6.4 Management Analysis

6.4.1Understands management and organizational principles pertaining to areas of responsibility (e.g., delegations of authority, administrative procedures) in order to plan and conduct complex studies to assess organizational operations

6.4.2 Identifies sources of information/data for a wide variety of problems and needs6.4.3 Accurately interprets study results



6.4.6 Conducts benchmarking and best practices research6.5 Program Analysis6.5.1 Conducts research and gathers information needed to understand work systems

6.5.2Uses results of research to address inefficiencies and increase the effectiveness of the organization or program.

7 Tier 7: Occupation Specific Requirements7.1 Bachelor's degree8 Tier 8: Management Competencies8.1 Entrepreneurship8.1.1 Thinking innovatively 8.1.2 Constantly search for new ways of improving existing processes and doing things more efficiently.
























8.4 Leadership










General and Operations Managers


ACCCP General Management

Alabama Competency Model General and Operations ManagersCode1 Tier 1: Personal Effectiveness Competencies1.1 Interpersonal Skills: Displaying the skills to work effectively with others from diverse backgrounds.1.1.1 Demonstrating sensitivity/empathy1.1.1.1 Show sincere interest in others and their concerns.1.1.1.2 Demonstrate sensitivity to the needs and feelings of others.1.1.1.3 Look for ways to help people and deliver assistance.1.1.2 Demonstrating insight into behavior










Alabama Competency Model General and Operations ManagersCode1.3.1.3 Accept criticism tactfully and attempt to learn from it.1.3.2 Professional appearance1.3.2.1 Maintain a professional demeanor.1.3.2.2 Dress appropriately for occupational and worksite requirements.1.3.2.3 Maintain appropriate personal hygiene.1.3.3 Social responsibility1.3.3.1 Refrain from lifestyle choices which negatively impact the workplace and individual performance.1.3.3.2 Remain free from substance abuse.1.3.4 Maintaining a positive attitude1.3.4.1 Project a professional image of oneself and the organization.1.3.4.2 Demonstrate a positive attitude towards work.1.3.4.3 Take pride in one’s work and the work of the organization.







Alabama Competency Model General and Operations ManagersCode1.5.2.2 Arrive on time for meetings or appointments.1.5.2.3 Dial in to phone calls and web conferences on time.1.5.3 Attending to details1.5.3.1 Diligently check work to ensure that all essential details have been considered.1.5.3.2 Notice errors or inconsistencies and take prompt, thorough action to correct them.1.5.4 Following directions















Alabama Competency Model General and Operations ManagersCode1.7.5.1 Integrate newly learned knowledge and skills with existing knowledge and skills.




2.1.1 Comprehension






Alabama Competency Model General and Operations ManagersCode2.2.3 Tone2.2.3.1 Use language appropriate for the target audience.














Alabama Competency Model General and Operations ManagersCode



















Alabama Competency Model General and Operations ManagersCode3.1.4.1 Bring others together to reconcile differences.3.1.4.2 Handle conflicts maturely by exercising “give and take” to achieve positive results for all parties.


















3.6.1 Using tools









Alabama Competency Model General and Operations ManagersCode3.9.1.3 Grasp the potential impact of the company’s well-being on employees.3.9.2 Business ethics3.9.2.1 Act in the best interest of the company, the community, and the environment.













Alabama Competency Model General and Operations ManagersCode4.3.2 Understand the importance of a positive self-esteem.4.3.3 Assess personal strengths and weaknesses.4.3.4 Develop personal traits and behaviors to foster career advancement.4.3.5 Identify desirable personality traits important to business.4.3.6 Exhibit a positive attitude.4.3.7 Exhibit self-confidence.4.3.8 Demonstrate interest and enthusiasm.4.3.9 Demonstrate initiative.4.3.10 Demonstrate positive working relationships.4.3.11 Implement job-seeking skills to obtain employment.4.3.12 Utilize job-search strategies.4.3.13 Complete a job application.4.3.14 Demonstrate appropriate job interview techniques.4.3.15 Write a follow-up letter after job interviews.4.3.16 Write a letter of application.4.3.17 Prepare a résumé.4.3.18 Use networking techniques to identify employment opportunities.


4.4.1 Perform customer service activities to support customer relationships and encourage repeat business.4.4.2 Demonstrate appropriate customer service.5 Tier 5: Career Pathway Technical Competencies5.1 Operations5.1.1 Direct administrative activities directly related to making products or providing services.

5.1.2Manage the movement of goods into and out of production facilities to ensure efficiency, effectiveness, or sustainability of operations.

5.1.3Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products.

5.1.4 Direct non-merchandising departments of businesses, such as advertising or purchasing.5.2 Monitoring and Controlling Resources5.2.1 Identifying resources

5.2.2Continually seek to identify resources (e.g. staffing, training, and monetary resources), both internal and external, that can be useful to unit and assist in work accomplishment.

5.2.3 Proactively work to secure additional resources for work unit.5.2.4 Informing5.2.5 Develop strategic plans for making a wide array of resources available.5.2.6 Ensure that knowledge of those resources is spread throughout organization.5.2.7 Monitoring

5.2.8Develop strategic plans to anticipate future resource needs, and accurately identifies, tracks, and prioritizes existing resource needs.


5.2.9Monitor resource availability and make contingency plans to ensure the availability of adequate resources in the event of unforeseen circumstances.

5.2.10 Creating efficiencies5.2.11 Consistently seek to perform work unit tasks in a cost-efficient manner.5.2.12 Identify ways to produce the same level and quality of work while utilizing fewer resources.5.2.13 Create an organizational climate in which cost effectiveness is valued and rewarded.5.3 Monitoring Work5.3.1 Identifying performance criteria

5.3.2Identify work-related performance criteria that need to be measured for individual and team performance, and determine a means of measuring these criteria.

5.3.3 Measuring progress 5.3.4 Measure progress against timelines set for performance of tasks.5.3.5 Ask questions of subordinates and team members to check for problems in work processes.

5.3.6Encourage subordinates and team members to report problems and mistakes by creating a non-threatening environment for discussion of problems.

5.3.7 Reviewing work

5.3.8Conduct frequent progress review meetings with subordinates and team members to discuss progress and any barriers to progress.

5.3.9Conduct after-reviews upon task completion to identify lessons learned and generate ideas for more effective task completion in the future.

5.3.10 Soliciting feedback

5.3.11Solicit feedback from multiple sources during and following task completion to ensure employee tasks are performed correctly, and to learn how employee and team performance can be improved.

5.3.12Conscientiously monitor downstream consequences of work to ensure tasks are completed correctly and have intended consequences.

5.4 Delegating5.4.1 Efficiently delegate tasks so that organizational goals are met within established timelines.

5.4.2Delegate tasks that are not central to the leader’s role and which allow the leader to use his/her time more effectively.

5.4.3Make delegation decisions that take into account the size of the task, whether an employee has the necessary background and skills to complete the task, and the sensitivity and importance of the task.

5.4.4 Delegate tasks that are challenging but not overwhelming.5.4.5 Delegate tasks that develop and extend employee skills.5.5 Policy Implementation

5.5.1Implement or oversee environmental management or sustainability programs addressing issues such as recycling, conservation, or waste management.

5.5.2Establish or implement departmental policies, goals, objectives, or procedures in conjunction with board members, organization officials, or staff members.

5.5.3Develop or implement product-marketing strategies, including advertising campaigns or sales promotions.

6 Tier 6: Occupation Specific Technical Competencies6.1 Critical Evaluation

Alabama Competency Model General and Operations ManagersCode6.1.1 Maintains working knowledge of measurement concepts, data collection, and analysis6.1.2 Maintains working knowledge of statistics and metrics6.1.3 Asks critical questions to prepare and interpret data studies/metrics6.1.4 Conducts assessments to address problems and implements solutions within business units6.1.5 Evaluates information gathered through research conducted6.1.6 Conducts effective program evaluation

6.1.7Maintains knowledge in the use of data, evidence-based research, benchmarks, HR and business metrics to make critical decisions

6.1.8 Identifies patterns in data and raises relevant issues to higher-level management6.1.9 Differentiates best practices that will work for own organization/business unit6.1.10 Ensures quality work product6.1.11 Executes case and pilot studies to evaluate to address specific problems and questions6.1.12 Analyzes data and reports findings and trends6.1.13 Maintains objectivity during critical evaluation processes6.1.14 Analyzes data and seeks root causes6.1.15 Masters research methods and applies them to work6.2 Process Management 6.2.1 Evaluates efficiency and effectiveness of resource utilization and results accomplishment6.2.2 Establishes clear, well-defined processes necessary to achieve the desired outcomes6.2.3 Organizes people and activities to accomplish results6.2.4 Identifies and addresses process problems promptly6.2.5 Delineates complex processes into more simple tasks and functions6.2.6 Creates a work flow that effectively coordinates and integrates tasks and functions

6.2.7Identifies and takes advantage of opportunities to accomplish multiple objectives and obtain synergies through process development and management

6.2.8 Effectively communicates and coordinates with other stakeholders in the process6.3 Product Knowledge6.3.1 Knowledge of products and services7 Tier 7: Occupation Specific Requirements7.1 Bachelor's degree8 Tier 8: Management Competencies8.1 Entrepreneurship8.1.1 Thinking innovatively 8.1.2 Constantly search for new ways of improving existing processes and doing things more efficiently.





Alabama Competency Model General and Operations ManagersCode8.1.8 Encouraging entrepreneurial activity 8.1.9 Encourage innovation and entrepreneurial activity in team members.


















8.4 Leadership





Human Resources Managers


ACCCP Human Resources Management

Alabama Competency Model Human Resources ManagersCode1 Tier 1: Personal Effectiveness Competencies1.1 Interpersonal Skills: Displaying the skills to work effectively with others from diverse backgrounds.1.1.1 Demonstrating sensitivity/empathy1.1.1.1 Show sincere interest in others and their concerns.1.1.1.2 Demonstrate sensitivity to the needs and feelings of others.1.1.1.3 Look for ways to help people and deliver assistance.1.1.2 Demonstrating insight into behavior










Alabama Competency Model Human Resources ManagersCode1.3.1.3 Accept criticism tactfully and attempt to learn from it.1.3.2 Professional appearance1.3.2.1 Maintain a professional demeanor.1.3.2.2 Dress appropriately for occupational and worksite requirements.1.3.2.3 Maintain appropriate personal hygiene.1.3.3 Social responsibility1.3.3.1 Refrain from lifestyle choices which negatively impact the workplace and individual performance.1.3.3.2 Remain free from substance abuse.1.3.4 Maintaining a positive attitude1.3.4.1 Project a professional image of oneself and the organization.1.3.4.2 Demonstrate a positive attitude towards work.1.3.4.3 Take pride in one’s work and the work of the organization.







Alabama Competency Model Human Resources ManagersCode1.5.2.2 Arrive on time for meetings or appointments.1.5.2.3 Dial in to phone calls and web conferences on time.1.5.3 Attending to details1.5.3.1 Diligently check work to ensure that all essential details have been considered.1.5.3.2 Notice errors or inconsistencies and take prompt, thorough action to correct them.1.5.4 Following directions















Alabama Competency Model Human Resources ManagersCode1.7.5.1 Integrate newly learned knowledge and skills with existing knowledge and skills.




2.1.1 Comprehension






Alabama Competency Model Human Resources ManagersCode2.2.3 Tone2.2.3.1 Use language appropriate for the target audience.














Alabama Competency Model Human Resources ManagersCode



















Alabama Competency Model Human Resources ManagersCode3.1.4.1 Bring others together to reconcile differences.3.1.4.2 Handle conflicts maturely by exercising “give and take” to achieve positive results for all parties.


















3.6.1 Using tools









Alabama Competency Model Human Resources ManagersCode3.9.1.3 Grasp the potential impact of the company’s well-being on employees.3.9.2 Business ethics3.9.2.1 Act in the best interest of the company, the community, and the environment.













Alabama Competency Model Human Resources ManagersCode4.3.2 Understand the importance of a positive self-esteem.4.3.3 Assess personal strengths and weaknesses.4.3.4 Develop personal traits and behaviors to foster career advancement.4.3.5 Identify desirable personality traits important to business.4.3.6 Exhibit a positive attitude.4.3.7 Exhibit self-confidence.4.3.8 Demonstrate interest and enthusiasm.4.3.9 Demonstrate initiative.4.3.10 Demonstrate positive working relationships.4.3.11 Implement job-seeking skills to obtain employment.4.3.12 Utilize job-search strategies.4.3.13 Complete a job application.4.3.14 Demonstrate appropriate job interview techniques.4.3.15 Write a follow-up letter after job interviews.4.3.16 Write a letter of application.4.3.17 Prepare a résumé.4.3.18 Use networking techniques to identify employment opportunities.


4.4.1 Perform customer service activities to support customer relationships and encourage repeat business.4.4.2 Demonstrate appropriate customer service.5 Tier 5: Career Pathway Technical Competencies5.1 Ethical Practice

5.1.1Maintains general knowledge of ethical laws, standards, legislation, and trends that may affect organizational HR practice

5.1.2 Reinforces difficult decisions that align with organizational strategies and values5.1.3 Establishes one's self as a credible resource for all issues involving employees and management5.1.4 Develops and supports systems for reporting unethical behavior5.1.5 Enforces policies consistently5.1.6 Establishes one's self as a credible and trustworthy source for employees to voice concerns5.1.7 Influences others to behave in an ethical manner5.1.8 Performs as an ethical role model and positively influences managerial integrity and accountability5.1.9 Implements training programs regarding ethics laws, standards, and policies

5.1.10 Takes immediate and appropriate action regarding reports of unethical behavior or conflicts of interest5.1.11 Audits and monitors adherence to policies and procedures5.1.12 Creates processes to ensure confidentiality and privacy of employee information and company data5.2 Global & Cultural Effectiveness5.2.1 Implements and audits organizational/HR practices to ensure global/cultural sensitivity

5.2.2Implements global initiatives, programs, and policies while appropriately tailoring to local segment needs

Alabama Competency Model Human Resources ManagersCode5.2.3 Provides training on culture trends and practices for expatriate workforce5.2.4 Maintains advanced knowledge of cultural differences within the region and potential borders5.2.5 Designs, recommends, and/or implements diversity/culture programs5.2.6 Resolves conflicts due to cultural differences5.2.7 Maintains local, global and cultural knowledge/experience5.2.8 Employs cultural sensitivity in communicating with staff5.2.9 Maintains expert knowledge focused on a particular component/segment of the global organization5.2.10 Maintains general knowledge of local and global economic trends5.3 Consultation5.3.1 Conducts initial investigation of HR issues5.3.2 Gathers facts, information, and data to inform HR policy and develop solutions5.3.3 Coaches direct reports and others throughout organization utilizing HR expertise5.3.4 Develops HR and business process improvement solutions5.3.5 Participates in creation of HR interventions5.3.6 Serves as a team leader for organizational initiatives and projects5.3.7 Provides guidance to managers regarding HR practices5.3.8 Identifies HR problems that are threats to the business and recommends effective solutions5.4 Training & Policy Evaluation5.4.1 Evaluate training materials prepared by instructors, such as outlines, text, or handouts.5.4.2 Supervise, evaluate, or refer instructors to skill development classes.5.4.3 Monitor, evaluate, or record training activities or program effectiveness.5.4.4 Analyze employment-related data and prepare required reports.

5.4.5Evaluate recruiting and hiring practices by conducting research or follow-up activities and conferring with management or supervisory personnel.

5.4.6 Monitor, evaluate, or record training activities or program effectiveness.6 Tier 6: Occupation Specific Technical Competencies6.1 HR Expertise6.1.1 Serves as the HR subject matter expert to managers6.1.2 Conducts investigations of workplace policy violations6.1.3 Manages day-to-day HR functions6.1.4 Implements change based on proven change-management techniques6.1.5 Applies policies and procedures across organization6.1.6 Interprets both policies and changes to policy6.1.7 Applies compliance knowledge to protect organization6.1.8 Oversees risk management issues (e.g., safety, health, legal issues, etc.)6.1.9 Implements solutions within designated area of responsibility6.1.10 Seeks ways to proactively improve organizational processes and outcomes6.1.11 Implements HR technology plans6.1.12 Applies experience and expertise to research solutions6.1.13 Reports trends to senior leadership6.1.14 Recommends policy changes to support business needs6.2 Relationship Management

Alabama Competency Model Human Resources ManagersCode6.2.1 Oversees transactional and/or preliminary stage of employee relations issues6.2.2 Assists early-level HR professionals in building networks with higher-level leaders in the organization

6.2.3Recognizes potential employee relations issues in a proactive manner and either resolves the issue or moves the concern to senior leaders

6.2.4 Mediates difficult interactions, escalating problems to higher level when warranted

6.2.5Develops network of contacts of internal and external stakeholders including frontline managers, HR peers, and job candidates

6.2.6Develops a reputation as a neutral and approachable HR professional serving employees and the organization

6.2.7 Ensures early-level HR professionals are providing customer-oriented service

6.2.8Ensures that HR decisions from senior leaders are understood and communicated by HR representatives

6.2.9 Fosters positive team environment among staff6.2.10 Identifies staff networking opportunities and venues6.2.11 Assists senior HR professionals in the facilitation of difficult interactions among stakeholders6.2.12 Develops new partnerships with employees and frontline managers6.2.13 Facilitates conflict resolution meetings6.3 Leadership & Navigation6.3.1 Manages programs, policies, and procedures to support the organizational culture6.3.2 Demonstrates flexibility, adaptability, and initiative6.3.3 Develops skills in managing resources available to meet planned objectives6.3.4 Supports critical large-scale organizational changes6.3.5 Serves as point person on projects and tasks6.3.6 Makes policy interpretations and practice decisions6.3.7 Implements plans using results-oriented goals for measuring success

6.3.8Serves as the principal liaison to frontline managers for HR strategies, philosophies, and initiatives within the organization

6.3.9 Develops leadership presence with management support at the business unit level6.3.10 Develops political savvy when implementing initiatives6.3.11 Serves as manager of organizational initiatives within the HR unit6.4 Critical Evaluation6.4.1 Manage the company's personnel evaluation/employee performance assessment plan.6.4.2 Maintains working knowledge of statistics and metrics6.4.3 Asks critical questions to prepare and interpret data studies/metrics6.4.4 Evaluates information gathered through research conducted6.4.5 Conducts effective program evaluation


6.4.7 Identifies patterns in data and raises relevant issues to higher-level management6.4.8 Differentiates best practices that will work for own organization/business unit6.4.9 Analyzes data and reports findings and trends6.4.10 Maintains objectivity during critical evaluation processes

Alabama Competency Model Human Resources ManagersCode6.5 Business Acumen6.5.1 Maintains functional knowledge of organizational business units6.5.2 Gathers, assembles, and reports HR metrics and labor market trends6.5.3 Utilizes appropriate business terms and vocabulary in interactions with employees and leaders6.5.4 Develops skill in building business cases for HR projects and initiatives

6.5.5Maintains knowledge of HR metrics and business metrics including Key Performance Indicators and relationships with one another

6.5.6 Develops HR marketing messages to both internal and external audiences

6.5.7Maintains working knowledge of business lines as well as competitive market as it relates to employee recruitment and retention.

6.5.8 Analyzes data for HR metrics to make recommendations6.5.9 Implements organization-wide business practices/operations

6.5.10Develops the ability to apply the principles of finance, marketing, economics, sales, technology, and business systems to internal HR processes and policies

6.5.11 Implements HR and business technology plans to solve business problems and needs7 Tier 7: Occupation Specific Requirements7.1 Bachelor's degree8 Tier 8: Management Competencies8.1 Entrepreneurship8.1.1 Thinking innovatively 8.1.2 Constantly search for new ways of improving existing processes and doing things more efficiently.
























8.4 Leadership












Human Resources Specialists



Alabama Competency Model Human Resources SpecialistCode1 Tier 1: Personal Effectiveness Competencies1.1 Interpersonal Skills: Displaying the skills to work effectively with others from diverse backgrounds.1.1.1 Demonstrating sensitivity/empathy1.1.1.1 Show sincere interest in others and their concerns.1.1.1.2 Demonstrate sensitivity to the needs and feelings of others.1.1.1.3 Look for ways to help people and deliver assistance.1.1.2 Demonstrating insight into behavior










Alabama Competency Model Human Resources SpecialistCode1.3.1.3 Accept criticism tactfully and attempt to learn from it.1.3.2 Professional appearance1.3.2.1 Maintain a professional demeanor.1.3.2.2 Dress appropriately for occupational and worksite requirements.1.3.2.3 Maintain appropriate personal hygiene.1.3.3 Social responsibility1.3.3.1 Refrain from lifestyle choices which negatively impact the workplace and individual performance.1.3.3.2 Remain free from substance abuse.1.3.4 Maintaining a positive attitude1.3.4.1 Project a professional image of oneself and the organization.1.3.4.2 Demonstrate a positive attitude towards work.1.3.4.3 Take pride in one’s work and the work of the organization.







Alabama Competency Model Human Resources SpecialistCode1.5.2.2 Arrive on time for meetings or appointments.1.5.2.3 Dial in to phone calls and web conferences on time.1.5.3 Attending to details1.5.3.1 Diligently check work to ensure that all essential details have been considered.1.5.3.2 Notice errors or inconsistencies and take prompt, thorough action to correct them.1.5.4 Following directions















Alabama Competency Model Human Resources SpecialistCode1.7.5.1 Integrate newly learned knowledge and skills with existing knowledge and skills.




2.1.1 Comprehension






Alabama Competency Model Human Resources SpecialistCode2.2.3 Tone2.2.3.1 Use language appropriate for the target audience.














Alabama Competency Model Human Resources SpecialistCode



















Alabama Competency Model Human Resources SpecialistCode3.1.4.1 Bring others together to reconcile differences.3.1.4.2 Handle conflicts maturely by exercising “give and take” to achieve positive results for all parties.


















3.6.1 Using tools









Alabama Competency Model Human Resources SpecialistCode3.9.1.3 Grasp the potential impact of the company’s well-being on employees.3.9.2 Business ethics3.9.2.1 Act in the best interest of the company, the community, and the environment.













Alabama Competency Model Human Resources SpecialistCode4.3.2 Understand the importance of a positive self-esteem.4.3.3 Assess personal strengths and weaknesses.4.3.4 Develop personal traits and behaviors to foster career advancement.4.3.5 Identify desirable personality traits important to business.4.3.6 Exhibit a positive attitude.4.3.7 Exhibit self-confidence.4.3.8 Demonstrate interest and enthusiasm.4.3.9 Demonstrate initiative.4.3.10 Demonstrate positive working relationships.4.3.11 Implement job-seeking skills to obtain employment.4.3.12 Utilize job-search strategies.4.3.13 Complete a job application.4.3.14 Demonstrate appropriate job interview techniques.4.3.15 Write a follow-up letter after job interviews.4.3.16 Write a letter of application.4.3.17 Prepare a résumé.4.3.18 Use networking techniques to identify employment opportunities.







Alabama Competency Model Human Resources SpecialistCode5.2.3 Provides training on culture trends and practices for expatriate workforce5.2.4 Maintains advanced knowledge of cultural differences within the region and potential borders5.2.5 Designs, recommends, and/or implements diversity/culture programs5.2.6 Resolves conflicts due to cultural differences5.2.7 Maintains local, global and cultural knowledge/experience5.2.8 Employs cultural sensitivity in communicating with staff5.2.9 Maintains expert knowledge focused on a particular component/segment of the global organization5.2.10 Maintains general knowledge of local and global economic trends5.3 Consultation5.3.1 Conducts initial investigation of HR issues5.3.2 Gathers facts, information, and data to inform HR policy and develop solutions5.3.3 Coaches direct reports and others throughout organization utilizing HR expertise5.3.4 Develops HR and business process improvement solutions5.3.5 Participates in creation of HR interventions5.3.6 Serves as a team leader for organizational initiatives and projects5.3.7 Provides guidance to managers regarding HR practices5.3.8 Identifies HR problems that are threats to the business and recommends effective solutions5.4 Training & Policy Evaluation5.4.1 Evaluate training materials prepared by instructors, such as outlines, text, or handouts.5.4.2 Supervise, evaluate, or refer instructors to skill development classes.5.4.3 Monitor, evaluate, or record training activities or program effectiveness.5.4.4 Analyze employment-related data and prepare required reports.


5.4.6 Monitor, evaluate, or record training activities or program effectiveness.6 Tier 6: Occupation Specific Technical Competencies6.1 HR Expertise6.1.1 Identifies ways to improve operational efficiency with personnel resources.6.1.2 Routes stakeholder questions to the appropriate area6.1.3 Provides service to stakeholders6.1.4 Generates and, when appropriate, implements solutions within designated area of responsibility6.1.5 Employs standard operating procedures and policies when performing HR transactions6.1.6 Reports workplace risk management issues to leadership (e.g., safety, health, etc.)6.1.7 Develops knowledge of general HR practices and technology6.1.8 Executes transactions with minimal errors6.1.9 Follows relevant laws and regulations6.1.10 Works under the general direction of a more experienced HR professional6.1.11 Uses relevant HR technology systems for administrative and service needs6.2 Relationship Management6.2.1 Listens effectively to potential issues before reacting with solutions6.2.2 Refers potentially difficult interactions to manager6.2.3 Seeks opportunities to interact with stakeholders

Alabama Competency Model Human Resources SpecialistCode6.2.4 Provides outstanding customer service experience to employees and other stakeholders6.2.5 Facilitates the resolution of transactional conflicts that arise6.2.6 Provides basic information for resolution of conflicts

6.2.7Develops a network of contacts both within the organization and with external partners serving the organization

6.2.8 Networks with HR peers, both internal and external to organization6.2.9 Demonstrates effective interpersonal skills

6.2.10Develops a strong and positive reputation both internally and externally as a neutral and approachable HR representative

6.2.11 Prevents transactional conflicts when possible6.2.12 Provides first point of contact for employee questions

6.2.13Communicates and demonstrates support for HR decisions passed down even if not consistent with own point-of-view

6.3 Leadership & Navigation6.3.1 Listens actively to identify potential challenges or solutions6.3.2 Builds credibility with stakeholders6.3.3 Makes HR transactional decisions within established policies and guidelines6.3.4 Assists with the implementation of initiatives and escalates issues6.3.5 Demonstrates flexibility, adaptability, and initiative6.3.6 Acts consistently with and represents the culture of the organization

6.3.7Seeks new ways to improve and recommends improvements to HR processes, transactions and outcomes

6.3.8 Develops knowledge of internal policies and procedures for responding to transactional issues6.3.9 Provides detail-oriented support in the administration of organizational programs and initiatives6.3.10 Gains the knowledge and skill to implement organizational processes and initiatives6.3.11 Serves as a team member for passed down projects6.4 Critical Evaluation6.4.1 Gathers facts and analyzes data using systematic methods (e.g., surveys, focus groups, etc.)

6.4.2Develops knowledge in the use of data, evidence-based research, benchmarks, HR and business metrics to facilitate decision-making

6.4.3 Reports on data entry and key metrics

6.4.4 Develops basic working knowledge of statistics, research methods, measurement concepts, and metrics

6.4.5Identifies sources of data and information and learns where to find the most relevant information for solving problems

6.4.6 Conducts data entry and tracking of statistics and metrics6.4.7 Collects and synthesizes data through surveys, focus groups, research, and other methods6.4.8 Engages in preliminary analysis of collected data and reports findings to senior HR staff6.5 Business Acumen6.5.1 Demonstrates basic knowledge of business lines and products/services6.5.2 Gathers, assembles, and reports HR metrics, Key Performance Indicators, and labor market trends6.5.3 Possesses operational/processing expertise for assigned tasks

Alabama Competency Model Human Resources SpecialistCode6.5.4 Develops basic knowledge of HR Metrics6.5.5 Identifies inefficiencies and provides process improvement recommendations

6.5.6Develops basic knowledge of competitor organizations as it relates to employee recruitment and retention.

6.5.7 Develops familiarity with business terms and acronyms7 Tier 7: Occupation Specific Requirements7.1 Bachelor's degree8 Tier 8: Management Competencies8.1 Entrepreneurship8.1.1 Thinking innovatively 8.1.2 Constantly search for new ways of improving existing processes and doing things more efficiently.

















8.3 Organizational Awareness

Alabama Competency Model Human Resources SpecialistCode8.3.1 Takes the lead in putting the organization’s culture into practice.






8.4 Leadership














Training and Development Specialists



Alabama Competency Model Training and Development SpecialistsCode1 Tier 1: Personal Effectiveness Competencies1.1 Interpersonal Skills: Displaying the skills to work effectively with others from diverse backgrounds.1.1.1 Demonstrating sensitivity/empathy1.1.1.1 Show sincere interest in others and their concerns.1.1.1.2 Demonstrate sensitivity to the needs and feelings of others.1.1.1.3 Look for ways to help people and deliver assistance.1.1.2 Demonstrating insight into behavior










Alabama Competency Model Training and Development SpecialistsCode1.3.1.3 Accept criticism tactfully and attempt to learn from it.1.3.2 Professional appearance1.3.2.1 Maintain a professional demeanor.1.3.2.2 Dress appropriately for occupational and worksite requirements.1.3.2.3 Maintain appropriate personal hygiene.1.3.3 Social responsibility1.3.3.1 Refrain from lifestyle choices which negatively impact the workplace and individual performance.1.3.3.2 Remain free from substance abuse.1.3.4 Maintaining a positive attitude1.3.4.1 Project a professional image of oneself and the organization.1.3.4.2 Demonstrate a positive attitude towards work.1.3.4.3 Take pride in one’s work and the work of the organization.







Alabama Competency Model Training and Development SpecialistsCode1.5.2.2 Arrive on time for meetings or appointments.1.5.2.3 Dial in to phone calls and web conferences on time.1.5.3 Attending to details1.5.3.1 Diligently check work to ensure that all essential details have been considered.1.5.3.2 Notice errors or inconsistencies and take prompt, thorough action to correct them.1.5.4 Following directions















Alabama Competency Model Training and Development SpecialistsCode1.7.5.1 Integrate newly learned knowledge and skills with existing knowledge and skills.




2.1.1 Comprehension






Alabama Competency Model Training and Development SpecialistsCode2.2.3 Tone2.2.3.1 Use language appropriate for the target audience.














Alabama Competency Model Training and Development SpecialistsCode



















Alabama Competency Model Training and Development SpecialistsCode3.1.4.1 Bring others together to reconcile differences.3.1.4.2 Handle conflicts maturely by exercising “give and take” to achieve positive results for all parties.


















3.6.1 Using tools









Alabama Competency Model Training and Development SpecialistsCode3.9.1.3 Grasp the potential impact of the company’s well-being on employees.3.9.2 Business ethics3.9.2.1 Act in the best interest of the company, the community, and the environment.













Alabama Competency Model Training and Development SpecialistsCode4.3.2 Understand the importance of a positive self-esteem.4.3.3 Assess personal strengths and weaknesses.4.3.4 Develop personal traits and behaviors to foster career advancement.4.3.5 Identify desirable personality traits important to business.4.3.6 Exhibit a positive attitude.4.3.7 Exhibit self-confidence.4.3.8 Demonstrate interest and enthusiasm.4.3.9 Demonstrate initiative.4.3.10 Demonstrate positive working relationships.4.3.11 Implement job-seeking skills to obtain employment.4.3.12 Utilize job-search strategies.4.3.13 Complete a job application.4.3.14 Demonstrate appropriate job interview techniques.4.3.15 Write a follow-up letter after job interviews.4.3.16 Write a letter of application.4.3.17 Prepare a résumé.4.3.18 Use networking techniques to identify employment opportunities.







Alabama Competency Model Training and Development SpecialistsCode5.2.3 Provides training on culture trends and practices for expatriate workforce5.2.4 Maintains advanced knowledge of cultural differences within the region and potential borders5.2.5 Designs, recommends, and/or implements diversity/culture programs5.2.6 Resolves conflicts due to cultural differences5.2.7 Maintains local, global and cultural knowledge/experience5.2.8 Employs cultural sensitivity in communicating with staff5.2.9 Maintains expert knowledge focused on a particular component/segment of the global organization5.2.10 Maintains general knowledge of local and global economic trends5.3 Consultation5.3.1 Conducts initial investigation of HR issues5.3.2 Gathers facts, information, and data to inform HR policy and develop solutions5.3.3 Coaches direct reports and others throughout organization utilizing HR expertise5.3.4 Develops HR and business process improvement solutions5.3.5 Participates in creation of HR interventions5.3.6 Serves as a team leader for organizational initiatives and projects5.3.7 Provides guidance to managers regarding HR practices5.3.8 Identifies HR problems that are threats to the business and recommends effective solutions5.4 Training & Policy Evaluation5.4.1 Evaluate training materials prepared by instructors, such as outlines, text, or handouts.5.4.2 Supervise, evaluate, or refer instructors to skill development classes.5.4.3 Monitor, evaluate, or record training activities or program effectiveness.5.4.4 Analyze employment-related data and prepare required reports.


5.4.6 Monitor, evaluate, or record training activities or program effectiveness.6 Tier 6: Occupation Specific Technical Competencies6.1 Training

6.1.1Prepares teaching plans, and materials, identifies objectives, and provides instructions for a multiple work units in a variety of training disciplines which include and encompass all levels of work

6.1.2Develops and administers a training evaluation program and makes recommendations for change or improvement.

6.1.3 Conducts or assists other trainers in conducting instructor training workshops6.1.4 Ensures instructors have current information and training materials.

6.1.5Considerable knowledge of various training platforms (individual, classroom instruction, on-line training, etc.)

6.1.6Interprets, applies and communicates a variety of policies, procedures, and regulations related to staff development.

6.1.7 Assists in writing policies, procedures, rules and regulations governing various training programs.6.2 Professional Knowledge6.2.1 Knowledge of training theory, principles and techniques.6.2.2 Knowledge of techniques and methods of conducting formal and informal training programs.6.2.3 Knowledge of theory, practices, and principles of human behavior.


6.2.4Administrative techniques and pertinent laws, rules and regulations governing education and training programs.

6.2.5 Ability to assess, target and align training needs with individual, departmental and university goals.6.2.6 Ability to manage and facilitate group discussions.6.3 Plan Development

6.3.1Plans and sets broad objectives for multiple training programs and serves as a resource to other Training Specialists.

6.3.2Leads/supervises subordinate training specialists and/or local area consultants in planning and coordinating training courses.

6.3.3 Meets and works with members of various department heads in determining training needs.6.3.4 Plans, coordinates and monitors outside training resources for multiple training programs.6.4 Presentation

6.4.1 Negotiates contracts for purchase of training services from outside vendors to deliver a block of training

6.4.2Negotiates contracts to universities and technical institutes for continuing education for individual employees.


6.4.4 Assists in writing policies, procedures, rules and regulations governing various training programs.6.4.5 Assists in writing proposals for funding for training programs.6.4.6 Ability to manage and facilitate group discussions.6.5 Research

6.5.1Assess training needs through surveys, interviews with employees, focus groups, or consultation with managers, instructors, or customer representatives.

6.5.2Evaluate modes of training delivery, such as in-person or virtual to optimize training effectiveness, training costs, or environmental impacts.

























8.4 Leadership






Alabama Competency Model Training and Development SpecialistsCode8.5 Technical/Virtual








Administrative Services Managers


ACCCP Operations Management

Alabama Competency Model Administrative Services ManagersCode1 Tier 1: Personal Effectiveness Competencies1.1 Interpersonal Skills: Displaying the skills to work effectively with others from diverse backgrounds.1.1.1 Demonstrating sensitivity/empathy1.1.1.1 Show sincere interest in others and their concerns.1.1.1.2 Demonstrate sensitivity to the needs and feelings of others.1.1.1.3 Look for ways to help people and deliver assistance.1.1.2 Demonstrating insight into behavior










Alabama Competency Model Administrative Services ManagersCode1.3.1.3 Accept criticism tactfully and attempt to learn from it.1.3.2 Professional appearance1.3.2.1 Maintain a professional demeanor.1.3.2.2 Dress appropriately for occupational and worksite requirements.1.3.2.3 Maintain appropriate personal hygiene.1.3.3 Social responsibility1.3.3.1 Refrain from lifestyle choices which negatively impact the workplace and individual performance.1.3.3.2 Remain free from substance abuse.1.3.4 Maintaining a positive attitude1.3.4.1 Project a professional image of oneself and the organization.1.3.4.2 Demonstrate a positive attitude towards work.1.3.4.3 Take pride in one’s work and the work of the organization.







Alabama Competency Model Administrative Services ManagersCode1.5.2.2 Arrive on time for meetings or appointments.1.5.2.3 Dial in to phone calls and web conferences on time.1.5.3 Attending to details1.5.3.1 Diligently check work to ensure that all essential details have been considered.1.5.3.2 Notice errors or inconsistencies and take prompt, thorough action to correct them.1.5.4 Following directions















Alabama Competency Model Administrative Services ManagersCode1.7.5.1 Integrate newly learned knowledge and skills with existing knowledge and skills.




2.1.1 Comprehension






Alabama Competency Model Administrative Services ManagersCode2.2.3 Tone2.2.3.1 Use language appropriate for the target audience.














Alabama Competency Model Administrative Services ManagersCode



















Alabama Competency Model Administrative Services ManagersCode3.1.4.1 Bring others together to reconcile differences.3.1.4.2 Handle conflicts maturely by exercising “give and take” to achieve positive results for all parties.


















3.6.1 Using tools









Alabama Competency Model Administrative Services ManagersCode3.9.1.3 Grasp the potential impact of the company’s well-being on employees.3.9.2 Business ethics3.9.2.1 Act in the best interest of the company, the community, and the environment.













Alabama Competency Model Administrative Services ManagersCode4.3.2 Understand the importance of a positive self-esteem.4.3.3 Assess personal strengths and weaknesses.4.3.4 Develop personal traits and behaviors to foster career advancement.4.3.5 Identify desirable personality traits important to business.4.3.6 Exhibit a positive attitude.4.3.7 Exhibit self-confidence.4.3.8 Demonstrate interest and enthusiasm.4.3.9 Demonstrate initiative.4.3.10 Demonstrate positive working relationships.4.3.11 Implement job-seeking skills to obtain employment.4.3.12 Utilize job-search strategies.4.3.13 Complete a job application.4.3.14 Demonstrate appropriate job interview techniques.4.3.15 Write a follow-up letter after job interviews.4.3.16 Write a letter of application.4.3.17 Prepare a résumé.4.3.18 Use networking techniques to identify employment opportunities.


4.4.1 Perform customer service activities to support customer relationships and encourage repeat business.4.4.2 Demonstrate appropriate customer service.5 Tier 5: Career Pathway Technical Competencies5.1 Stakeholder Management5.1.1 Manage Stakeholder Relationships5.1.2 Identify stakeholders5.1.3 Assess stakeholders5.1.4 Classify stakeholders5.1.5 Manage stakeholder activities5.1.6 Manage stakeholder relationship5.2 Leadership5.2.1 Exhibit Professional Behaviour5.2.2 Project a professional image5.2.3 Demonstrate leadership5.2.4 Demonstrate ethical behavior5.2.5 Work with colleagues5.2.6 Work in a diverse environment5.2.7 Manage time5.2.8 Manage stress5.2.9 Make decisions5.2.10 Solve problems5.2.11 Keep up to date w/ changes in meetings/event industry

Alabama Competency Model Administrative Services ManagersCode5.2.12 Facilitate continuous improvement5.2.13 Participate in professional development activities5.3 Strategic Planning5.3.1 Develop mission goals & objectives5.3.2 Develop financial summary5.3.3 Monitor strategic plan5.3.4 Develop evaluation plan5.3.5 Measure return on investment5.3.6 Evaluate effectiveness of risk management plan5.4 Data Analysis5.4.1 Analyze information obtained from management to conceptualize and define operational problems.

5.4.2Analyze internal processes and recommend and implement procedural or policy changes to improve operations, such as supply changes or the disposal of records.

5.5 Policy Development5.5.1 Analyzes, evaluates, and/or develops formal policies and procedures5.5.2 Prepares local directives to implement organization-wide policies or procedures6 Tier 6: Occupation Specific Technical Competencies6.1 Business Acumen6.1.1 Maintains functional knowledge of organizational business units6.1.2 Gathers, assembles, and reports HR metrics and labor market trends6.1.3 Utilizes appropriate business terms and vocabulary in interactions with employees and leaders6.1.4 Defines critical activities in terms of value added, impact, utility derived from cost-benefit analysis6.1.5 Manages process improvement initiatives6.1.6 Implements organization-wide business practices/operations6.1.7 Reports workplace risk management issues to leadership (e.g., safety, health, etc.)6.1.8 Develops knowledge of internal policies and procedures for responding to transactional issues6.1.9 Provides detail-oriented support in the administration of organizational programs and initiatives6.1.10 Gains the knowledge and skill to implement organizational processes and initiatives6.1.11 Serves as a team member for passed down projects6.2 Program Management6.2.1 Manages the planning, execution, and evaluation of agency programs and other long-range activities.

6.2.2Conducts program reviews, inspections, and/or audits to evaluate the adherence of programs to policies, laws, plans, and other boundaries.



Alabama Competency Model Administrative Services ManagersCode8.1.4 Attempt to address product gaps and build the business by creating innovative and unique solutions.8.1.5 Influencing decision makers





















8.4 Leadership


Industrial Production Managers



Alabama Competency Model Industrial Production ManagersCode1 Tier 1: Personal Effectiveness Competencies1.1 Interpersonal Skills: Displaying the skills to work effectively with others from diverse backgrounds.1.1.1 Demonstrating sensitivity/empathy1.1.1.1 Show sincere interest in others and their concerns.1.1.1.2 Demonstrate sensitivity to the needs and feelings of others.1.1.1.3 Look for ways to help people and deliver assistance.1.1.2 Demonstrating insight into behavior










Alabama Competency Model Industrial Production ManagersCode1.3.1.3 Accept criticism tactfully and attempt to learn from it.1.3.2 Professional appearance1.3.2.1 Maintain a professional demeanor.1.3.2.2 Dress appropriately for occupational and worksite requirements.1.3.2.3 Maintain appropriate personal hygiene.1.3.3 Social responsibility1.3.3.1 Refrain from lifestyle choices which negatively impact the workplace and individual performance.1.3.3.2 Remain free from substance abuse.1.3.4 Maintaining a positive attitude1.3.4.1 Project a professional image of oneself and the organization.1.3.4.2 Demonstrate a positive attitude towards work.1.3.4.3 Take pride in one’s work and the work of the organization.







Alabama Competency Model Industrial Production ManagersCode1.5.2.2 Arrive on time for meetings or appointments.1.5.2.3 Dial in to phone calls and web conferences on time.1.5.3 Attending to details1.5.3.1 Diligently check work to ensure that all essential details have been considered.1.5.3.2 Notice errors or inconsistencies and take prompt, thorough action to correct them.1.5.4 Following directions















Alabama Competency Model Industrial Production ManagersCode1.7.5.1 Integrate newly learned knowledge and skills with existing knowledge and skills.




2.1.1 Comprehension






Alabama Competency Model Industrial Production ManagersCode2.2.3 Tone2.2.3.1 Use language appropriate for the target audience.














Alabama Competency Model Industrial Production ManagersCode



















Alabama Competency Model Industrial Production ManagersCode3.1.4.1 Bring others together to reconcile differences.3.1.4.2 Handle conflicts maturely by exercising “give and take” to achieve positive results for all parties.


















3.6.1 Using tools









Alabama Competency Model Industrial Production ManagersCode3.9.1.3 Grasp the potential impact of the company’s well-being on employees.3.9.2 Business ethics3.9.2.1 Act in the best interest of the company, the community, and the environment.













Alabama Competency Model Industrial Production ManagersCode4.3.2 Understand the importance of a positive self-esteem.4.3.3 Assess personal strengths and weaknesses.4.3.4 Develop personal traits and behaviors to foster career advancement.4.3.5 Identify desirable personality traits important to business.4.3.6 Exhibit a positive attitude.4.3.7 Exhibit self-confidence.4.3.8 Demonstrate interest and enthusiasm.4.3.9 Demonstrate initiative.4.3.10 Demonstrate positive working relationships.4.3.11 Implement job-seeking skills to obtain employment.4.3.12 Utilize job-search strategies.4.3.13 Complete a job application.4.3.14 Demonstrate appropriate job interview techniques.4.3.15 Write a follow-up letter after job interviews.4.3.16 Write a letter of application.4.3.17 Prepare a résumé.4.3.18 Use networking techniques to identify employment opportunities.



Alabama Competency Model Industrial Production ManagersCode5.2.12 Facilitate continuous improvement5.2.13 Participate in professional development activities5.3 Strategic Planning5.3.1 Develop mission goals & objectives5.3.2 Develop financial summary5.3.3 Monitor strategic plan5.3.4 Develop evaluation plan5.3.5 Measure return on investment5.3.6 Evaluate effectiveness of risk management plan5.4 Data Analysis5.4.1 Analyze information obtained from management to conceptualize and define operational problems.


5.5 Policy Development5.5.1 Analyzes, evaluates, and/or develops formal policies and procedures5.5.2 Prepares local directives to implement organization-wide policies or procedures6.1 Change Management6.1.1 Recognizing “where” change needs to happen and communicating it to others





6.2 Program Analysis6.2.1 Conducts research and gathers information needed to understand work systems


6.3 Procurement

6.3.1Application of policies and procedures related to travel, procurement of equipment, material, labor, or similar resources

6.3.2Researches options related to procurement to recommend and/or present them to decision makers as appropriate

6.3.3Surveys needs, analyzes procurement requests, evaluates compliance with relevant regulations, determines proper method of purchase, and prepares justifications

6.4 Process Management 6.4.1 Evaluates efficiency and effectiveness of resource utilization and results accomplishment6.4.2 Establishes clear, well-defined processes necessary to achieve the desired outcomes6.4.3 Organizes people and activities to accomplish results6.4.4 Identifies and addresses process problems promptly

Alabama Competency Model Industrial Production ManagersCode6.4.5 Delineates complex processes into more simple tasks and functions6.4.6 Creates a work flow that effectively coordinates and integrates tasks and functions


6.5 Plan Development

6.5.1Plans and sets broad objectives for multiple training programs and serves as a resource to other Training Specialists.

6.5.2Leads/supervises subordinate training specialists and/or local area consultants in planning and coordinating training courses.

6.5.3 Meets and works with members of various state advisory committees in determining training needs.6.5.4 Plans, coordinates and monitors outside training resources for multiple training programs.6.6 Critical Evaluation6.6.1 Maintains working knowledge of measurement concepts, data collection, and analysis6.6.2 Maintains working knowledge of statistics and metrics6.6.3 Asks critical questions to prepare and interpret data studies/metrics6.6.4 Conducts assessments to address problems and implements solutions within business units6.6.5 Evaluates information gathered through research conducted6.6.6 Conducts effective program evaluation


6.6.8 Identifies patterns in data and raises relevant issues to higher-level management6.6.9 Differentiates best practices that will work for own organization/business unit6.6.10 Ensures quality work product6.6.11 Executes case and pilot studies to evaluate to address specific problems and questions6.6.12 Analyzes data and reports findings and trends6.6.13 Maintains objectivity during critical evaluation processes6.6.14 Analyzes data and seeks root causes6.6.15 Masters research methods and applies them to work7 Tier 7: Occupation Specific Requirements7.1 Bachelor's degree8 Tier 8: Management Competencies8.1 Entrepreneurship8.1.1 Thinking innovatively 8.1.2 Constantly search for new ways of improving existing processes and doing things more efficiently.





Alabama Competency Model Industrial Production ManagersCode8.1.8 Encouraging entrepreneurial activity 8.1.9 Encourage innovation and entrepreneurial activity in team members.


















8.4 Leadership





Purchasing Managers



Alabama Competency Model Purchasing ManagersCode1 Tier 1: Personal Effectiveness Competencies1.1 Interpersonal Skills: Displaying the skills to work effectively with others from diverse backgrounds.1.1.1 Demonstrating sensitivity/empathy1.1.1.1 Show sincere interest in others and their concerns.1.1.1.2 Demonstrate sensitivity to the needs and feelings of others.1.1.1.3 Look for ways to help people and deliver assistance.1.1.2 Demonstrating insight into behavior










Alabama Competency Model Purchasing ManagersCode1.3.1.3 Accept criticism tactfully and attempt to learn from it.1.3.2 Professional appearance1.3.2.1 Maintain a professional demeanor.1.3.2.2 Dress appropriately for occupational and worksite requirements.1.3.2.3 Maintain appropriate personal hygiene.1.3.3 Social responsibility1.3.3.1 Refrain from lifestyle choices which negatively impact the workplace and individual performance.1.3.3.2 Remain free from substance abuse.1.3.4 Maintaining a positive attitude1.3.4.1 Project a professional image of oneself and the organization.1.3.4.2 Demonstrate a positive attitude towards work.1.3.4.3 Take pride in one’s work and the work of the organization.







Alabama Competency Model Purchasing ManagersCode1.5.2.2 Arrive on time for meetings or appointments.1.5.2.3 Dial in to phone calls and web conferences on time.1.5.3 Attending to details1.5.3.1 Diligently check work to ensure that all essential details have been considered.1.5.3.2 Notice errors or inconsistencies and take prompt, thorough action to correct them.1.5.4 Following directions















Alabama Competency Model Purchasing ManagersCode1.7.5.1 Integrate newly learned knowledge and skills with existing knowledge and skills.




2.1.1 Comprehension






Alabama Competency Model Purchasing ManagersCode2.2.3 Tone2.2.3.1 Use language appropriate for the target audience.














Alabama Competency Model Purchasing ManagersCode



















Alabama Competency Model Purchasing ManagersCode3.1.4.1 Bring others together to reconcile differences.3.1.4.2 Handle conflicts maturely by exercising “give and take” to achieve positive results for all parties.


















3.6.1 Using tools









Alabama Competency Model Purchasing ManagersCode3.9.1.3 Grasp the potential impact of the company’s well-being on employees.3.9.2 Business ethics3.9.2.1 Act in the best interest of the company, the community, and the environment.













Alabama Competency Model Purchasing ManagersCode4.3.2 Understand the importance of a positive self-esteem.4.3.3 Assess personal strengths and weaknesses.4.3.4 Develop personal traits and behaviors to foster career advancement.4.3.5 Identify desirable personality traits important to business.4.3.6 Exhibit a positive attitude.4.3.7 Exhibit self-confidence.4.3.8 Demonstrate interest and enthusiasm.4.3.9 Demonstrate initiative.4.3.10 Demonstrate positive working relationships.4.3.11 Implement job-seeking skills to obtain employment.4.3.12 Utilize job-search strategies.4.3.13 Complete a job application.4.3.14 Demonstrate appropriate job interview techniques.4.3.15 Write a follow-up letter after job interviews.4.3.16 Write a letter of application.4.3.17 Prepare a résumé.4.3.18 Use networking techniques to identify employment opportunities.



Alabama Competency Model Purchasing ManagersCode5.2.12 Facilitate continuous improvement5.2.13 Participate in professional development activities5.3 Strategic Planning5.3.1 Develop mission goals & objectives5.3.2 Develop financial summary5.3.3 Monitor strategic plan5.3.4 Develop evaluation plan5.3.5 Measure return on investment5.3.6 Evaluate effectiveness of risk management plan5.4 Data Analysis5.4.1 Analyze information obtained from management to conceptualize and define operational problems.


5.5 Policy Development5.5.1 Analyzes, evaluates, and/or develops formal policies and procedures5.5.2 Prepares local directives to implement organization-wide policies or procedures6 Tier 6: Occupation Specific Technical Competencies6.1 Financial

6.1.1Compute amounts, such as space available, shipping, storage, or demurrage charges, using computer or price list.

6.1.2 Determine shipping methods, routes, or rates for materials to be shipped.6.1.3 Financial Management6.1.4 Develop Financial Resources6.1.5 Manage Budget6.1.6 Develop budget6.1.7 Establish pricing6.1.8 Establish financial controls and procedures6.1.9 Monitor budget performance6.1.10 Revise budget6.1.11 Manage Monetary Transactions6.1.12 Establish cash handing procedures6.1.13 Monitor cash handling procedures6.2 Presentation

6.2.1 Negotiates contracts for purchase of training services from outside vendors to deliver a block of training

6.2.2Negotiates contracts to universities and technical institutes for continuing education for individual employees.

6.2.3 Assists in writing proposals for funding for training programs.6.3 Procurement








8.4 Leadership














Management Analysts



Alabama Competency Model Management Analysts Code1 Tier 1: Personal Effectiveness Competencies1.1 Interpersonal Skills: Displaying the skills to work effectively with others from diverse backgrounds.1.1.1 Demonstrating sensitivity/empathy1.1.1.1 Show sincere interest in others and their concerns.1.1.1.2 Demonstrate sensitivity to the needs and feelings of others.1.1.1.3 Look for ways to help people and deliver assistance.1.1.2 Demonstrating insight into behavior










Alabama Competency Model Management Analysts Code1.3.1.3 Accept criticism tactfully and attempt to learn from it.1.3.2 Professional appearance1.3.2.1 Maintain a professional demeanor.1.3.2.2 Dress appropriately for occupational and worksite requirements.1.3.2.3 Maintain appropriate personal hygiene.1.3.3 Social responsibility1.3.3.1 Refrain from lifestyle choices which negatively impact the workplace and individual performance.1.3.3.2 Remain free from substance abuse.1.3.4 Maintaining a positive attitude1.3.4.1 Project a professional image of oneself and the organization.1.3.4.2 Demonstrate a positive attitude towards work.1.3.4.3 Take pride in one’s work and the work of the organization.







Alabama Competency Model Management Analysts Code1.5.2.2 Arrive on time for meetings or appointments.1.5.2.3 Dial in to phone calls and web conferences on time.1.5.3 Attending to details1.5.3.1 Diligently check work to ensure that all essential details have been considered.1.5.3.2 Notice errors or inconsistencies and take prompt, thorough action to correct them.1.5.4 Following directions















Alabama Competency Model Management Analysts Code1.7.5.1 Integrate newly learned knowledge and skills with existing knowledge and skills.




2.1.1 Comprehension






Alabama Competency Model Management Analysts Code2.2.3 Tone2.2.3.1 Use language appropriate for the target audience.














Alabama Competency Model Management Analysts Code



















Alabama Competency Model Management Analysts Code3.1.4.1 Bring others together to reconcile differences.3.1.4.2 Handle conflicts maturely by exercising “give and take” to achieve positive results for all parties.


















3.6.1 Using tools









Alabama Competency Model Management Analysts Code3.9.1.3 Grasp the potential impact of the company’s well-being on employees.3.9.2 Business ethics3.9.2.1 Act in the best interest of the company, the community, and the environment.













Alabama Competency Model Management Analysts Code4.3.2 Understand the importance of a positive self-esteem.4.3.3 Assess personal strengths and weaknesses.4.3.4 Develop personal traits and behaviors to foster career advancement.4.3.5 Identify desirable personality traits important to business.4.3.6 Exhibit a positive attitude.4.3.7 Exhibit self-confidence.4.3.8 Demonstrate interest and enthusiasm.4.3.9 Demonstrate initiative.4.3.10 Demonstrate positive working relationships.4.3.11 Implement job-seeking skills to obtain employment.4.3.12 Utilize job-search strategies.4.3.13 Complete a job application.4.3.14 Demonstrate appropriate job interview techniques.4.3.15 Write a follow-up letter after job interviews.4.3.16 Write a letter of application.4.3.17 Prepare a résumé.4.3.18 Use networking techniques to identify employment opportunities.



Alabama Competency Model Management Analysts Code5.2.12 Facilitate continuous improvement5.2.13 Participate in professional development activities5.3 Strategic Planning5.3.1 Develop mission goals & objectives5.3.2 Develop financial summary5.3.3 Monitor strategic plan5.3.4 Develop evaluation plan5.3.5 Measure return on investment5.3.6 Evaluate effectiveness of risk management plan5.4 Data Analysis5.4.1 Analyze information obtained from management to conceptualize and define operational problems.


5.5 Policy Development5.5.1 Analyzes, evaluates, and/or develops formal policies and procedures5.5.2 Prepares local directives to implement organization-wide policies or procedures6 Tier 6: Occupation Specific Technical Competencies6.1 Program Analysis6.1.1 Conducts research and gathers information needed to understand work systems


6.2 Procurement




6.3 Program Management6.3.1 Manages the planning, execution, and evaluation of agency programs and other long-range activities.

6.3.2Conducts program reviews, inspections, and/or audits to evaluate the adherence of programs to policies, laws, plans, and other boundaries.

6.4 Policy & Procedure Research6.4.1 Researches current legislation/standards/policies/procedures, utilizing all available resources6.4.2 Gathers and benchmarks information with key stakeholders6.4.3 Writes and edits standards/policies/procedures documents and manuals6.4.4 Analyzes and implements standards/policies/procedures6.4.5 Demonstrates knowledge of the legislative process

6.4.6Plans, evaluates, analyzes, develops and recommends changes and revisions to organizational policies and procedures caused by new legislation

6.5 Management Analysis






6.5.6 Conducts benchmarking and best practices research6.6 Process Management 6.6.1 Evaluates efficiency and effectiveness of resource utilization and results accomplishment6.6.2 Establishes clear, well-defined processes necessary to achieve the desired outcomes6.6.3 Organizes people and activities to accomplish results6.6.4 Identifies and addresses process problems promptly6.6.5 Delineates complex processes into more simple tasks and functions6.6.6 Creates a work flow that effectively coordinates and integrates tasks and functions


6.6.8 Effectively communicates and coordinates with other stakeholders in the process7 Tier 7: Occupation Specific Requirements7.1 Bachelor's degree8 Tier 8: Management Competencies8.1 Entrepreneurship8.1.1 Thinking innovatively 8.1.2 Constantly search for new ways of improving existing processes and doing things more efficiently.
























8.4 Leadership









Alabama Competency Model Management Analysts Code8.6 Change Management8.6.1 Recognizing “where” change needs to happen and communicating it to others





Meeting, Convention, and Event Planners



Alabama Competency Model Meeting, Convention, and Event PlannersCode1 Tier 1: Personal Effectiveness Competencies1.1 Interpersonal Skills: Displaying the skills to work effectively with others from diverse backgrounds.1.1.1 Demonstrating sensitivity/empathy1.1.1.1 Show sincere interest in others and their concerns.1.1.1.2 Demonstrate sensitivity to the needs and feelings of others.1.1.1.3 Look for ways to help people and deliver assistance.1.1.2 Demonstrating insight into behavior


1.1.2.2 Recognize when relationships with others are strained.

1.1.2.3 Show understanding of others’ behaviors and motives by demonstrating appropriate responses.

1.1.2.4 Demonstrate flexibility for change based on the ideas and actions of others.1.1.3 Maintaining open relationships1.1.3.1 Maintain open lines of communication with others.1.1.3.2 Encourage others to share problems and successes.1.1.3.3 Establish a high degree of trust and credibility with others.1.1.4 Respecting diversity1.1.4.1 Demonstrate respect for coworkers, colleagues, and customers.







1.3 Professionalism: Maintaining a professional presence.1.3.1 Demonstrating self-control1.3.1.1 Maintain composure and keep emotions in check.

Alabama Competency Model Meeting, Convention, and Event PlannersCode1.3.1.2 Deal calmly and effectively with stressful or difficult situations.1.3.1.3 Accept criticism tactfully and attempt to learn from it.1.3.2 Professional appearance1.3.2.1 Maintain a professional demeanor.1.3.2.2 Dress appropriately for occupational and worksite requirements.1.3.2.3 Maintain appropriate personal hygiene.1.3.3 Social responsibility

1.3.3.1 Refrain from lifestyle choices which negatively impact the workplace and individual performance.

1.3.3.2 Remain free from substance abuse.1.3.4 Maintaining a positive attitude1.3.4.1 Project a professional image of oneself and the organization.1.3.4.2 Demonstrate a positive attitude towards work.1.3.4.3 Take pride in one’s work and the work of the organization.






1.4.2.3 Take initiative to seek out new work challenges, influence events, or originate action.1.4.3 Setting challenging goals1.4.3.1 Establish and maintain personally challenging but realistic work goals.1.4.3.2 Exert effort toward task mastery.1.4.3.3 Bring issues to closure by pushing forward until a resolution is achieved.1.4.4 Working independently1.4.4.1 Develop own ways of working effectively and efficiently.1.4.4.2 Perform effectively even with minimal direction, support, or approval.1.4.4.3 Set own schedule to maximize productivity.1.4.4.4 Take responsibility for completing one’s own work assignments.1.4.5 Achievement motivation1.4.5.1 Strive to exceed standards and expectations.1.4.5.2 Exhibit confidence in capabilities and an expectation to succeed in future activities.1.5 Dependability and Reliability: Displaying responsible behaviors at work.1.5.1 Fulfilling obligations1.5.1.1 Behave consistently and predictably.1.5.1.2 Is reliable, responsible, and dependable in fulfilling obligations.

Alabama Competency Model Meeting, Convention, and Event PlannersCode

1.5.1.3 Diligently follow through on commitments and consistently complete assignments by deadlines.

1.5.2 Attendance and punctuality1.5.2.1 Come to work on time and as scheduled.1.5.2.2 Arrive on time for meetings or appointments.1.5.2.3 Dial in to phone calls and web conferences on time.1.5.3 Attending to details1.5.3.1 Diligently check work to ensure that all essential details have been considered.1.5.3.2 Notice errors or inconsistencies and take prompt, thorough action to correct them.1.5.4 Following directions




1.6.1 Entertaining new ideas1.6.1.1 Is open to considering new ways of doing things.1.6.1.2 Actively seek out and carefully consider the merits of new approaches to work.

1.6.1.3 Embrace new approaches when appropriate and discard approaches that are no longer working.

1.6.2 Dealing with change

1.6.2.1 Take proper and effective action when necessary without having all the necessary facts in hand.



1.7.1 Demonstrating an interest in learning

1.7.1.1 Take actions showing an interest in personal and professional lifelong learning and development.

1.7.1.2 Seek feedback from multiple sources about how to improve and develop.1.7.1.3 Modify behavior based on feedback or self-analysis of past mistakes.1.7.1.4 Learn and accept help from supervisors and co-workers.1.7.2 Participating in learning activities1.7.2.1 Identify when it is necessary to acquire new knowledge and skills.

1.7.2.2Take steps to develop and maintain knowledge, skills, and expertise necessary to perform one’s role successfully by participating in relevant training and professional development programs.

1.7.2.3Actively pursue opportunities to broaden knowledge and skills through seminars, conferences, professional groups, reading publications, job shadowing, and/or continuing education.

Alabama Competency Model Meeting, Convention, and Event PlannersCode1.7.3 Using change as a learning opportunity




1.7.4.2 Make insightful career planning decisions that integrate others’ feedback.1.7.5 Integrating and applying learning1.7.5.1 Integrate newly learned knowledge and skills with existing knowledge and skills.




2.1.1 Comprehension


2.1.1.2 Understand the purpose of written materials.

2.1.1.3 Comprehend the author’s meaning and identify the main ideas expressed in the written material.

2.1.2 Attention to detail2.1.2.1 Note details and facts.2.1.2.2 Detect inconsistencies.2.1.2.3 Identify implied meaning and details.2.1.2.4 Recognize missing information.2.1.3 Information analysis2.1.3.1 Critically evaluate and analyze information in written materials.2.1.3.2 Review written information for completeness and relevance.2.1.3.3 Distinguish fact from opinion.2.1.3.4 Identify trends.2.1.3.5 Synthesize information from multiple written materials.2.1.4 Information integration2.1.4.1 Integrate what is learned from written materials with prior knowledge.2.1.4.2 Use what is learned from written material to follow instructions and complete tasks.2.1.4.3 Apply what is learned from written material to new situations.

2.2 Writing: Using standard (business) English to compile information and prepare written documents.

2.2.1 Organization and development




2.2.1.3 Present well-developed ideas supported by information and examples.2.2.1.4 Proofread finished documents for errors.2.2.1.5 Tailor content to appropriate audience and purpose.2.2.1.6 Distribute written materials appropriately for intended audiences and purposes.2.2.2 Mechanics2.2.2.1 Use standard syntax and sentence structure.2.2.2.2 Use correct spelling, punctuation, and capitalization.

2.2.2.3 Use correct English grammar (e.g., correct tense, subject-verb agreement, no missing words).

2.2.2.4 Write legibly when using handwriting to communicate.2.2.3 Tone2.2.3.1 Use language appropriate for the target audience.






2.3.3 Application2.3.3.1 Use appropriate mathematical formulas and techniques to solve problems.2.3.3.2 Translate practical problems into useful mathematical expressions.

2.4 Science and Technology: Using scientific rules and methods to express ideas and solve problems.

2.4.1 Comprehension2.4.1.1 Understand basic scientific principles and uses appropriate technology.


2.4.1.3 Understand overall intent and proper procedures for set-up and operation of equipment.2.4.2 Application

Alabama Competency Model Meeting, Convention, and Event PlannersCode2.4.2.1 Apply basic scientific principles and technology to complete tasks.2.5 Communication: Listening, speaking, and signaling so others can understand (with accommodation if 2.5.1 Communicating






2.5.2.1Attend to, understand, interpret, and respond to messages received in a variety of ways, including hearing, American Sign Language, instant messaging, text-to-speech devices, and other methods.











Alabama Competency Model Meeting, Convention, and Event PlannersCode2.6.2 Mental agility2.6.2.1 Identify connections between issues.2.6.2.2 Quickly understand, orient to, and integrate new information.












2.7.3.5 Employ collaborative/groupware applications to facilitate group work.2.7.4 Ensuring computer security

2.7.4.1 Understand and comply with the organization’s privacy policy and information security guidelines.

2.7.4.2 Defend against potential abuses of private information.2.7.4.3 Recognize and respond appropriately to suspicious vulnerabilities and threats.


2.7.4.5 Utilize strong passwords, passphrases, and basic encryption.2.7.4.6 Recognize secure Web addresses.3 Tier 3: Workplace Competencies3.1 Teamwork: Working cooperatively with others to complete work assignments.3.1.1 Identifying team membership and role3.1.1.1 Serve as a leader or a follower, depending on what is needed to achieve the team’s goals and 3.1.1.2 Identify and draw upon team members’ strengths and weaknesses to achieve results.3.1.1.3 Instruct others in learning new skills and learn from other team members.3.1.1.4 Assist others who have less experience or have heavy workloads.3.1.1.5 Encourage others to express their ideas and opinions.

Alabama Competency Model Meeting, Convention, and Event PlannersCode3.1.2 Establishing productive relationships3.1.2.1 Develop constructive and cooperative working relationships with others.3.1.2.2 Exhibit tact and diplomacy and strive to build consensus.




3.1.3 Meeting team objectives3.1.3.1 Work as part of a team, contributing to the group’s effort to achieve goals.3.1.3.2 Identify and commit to the goals, norms, values, and customs of the team.

3.1.3.3 Choose behaviors and actions that best support the team and accomplishment of work tasks.

3.1.3.4 Use a group approach to identify problems and develop solutions based on group consensus.

3.1.4 Resolving conflicts3.1.4.1 Bring others together to reconcile differences.

3.1.4.2 Handle conflicts maturely by exercising “give and take” to achieve positive results for all parties.








3.2.2.4 Identify and propose appropriate solutions and/or services.3.2.2.5 Establish boundaries as appropriate for unreasonable customer demands.3.2.2.6 Communicate in the medium desired by the customer.3.2.3 Acting professionally3.2.3.1 Is pleasant, courteous, and professional when dealing with internal or external customers.3.2.3.2 Develop constructive and cooperative working relationships with customers.3.2.3.3 Is calm and empathetic when dealing with hostile customers.3.2.4 Keeping customers informed

Alabama Competency Model Meeting, Convention, and Event PlannersCode3.2.4.1 Follow up with customers following provision of service.3.2.4.2 Keep customers up to date about decisions that affect them.3.2.4.3 Seek the comments, criticisms, and involvement of customers.3.2.4.4 Adjust services based on customer feedback.


3.3.1 Planning3.3.1.1 Approach work in a methodical manner.3.3.1.2 Plan and schedule tasks so that work is completed on time.3.3.1.3 Keep track of details to ensure work is performed accurately and completely.3.3.1.4 Anticipate obstacles to project completion and develop contingency plans to address them.

3.3.1.5 Find new ways of organizing work area or planning work to accomplish work more efficiently.

3.3.2 Prioritizing3.3.2.1 Prioritize multiple competing tasks.

3.3.2.2 Perform tasks correctly, quickly, and efficiently according to their relative urgency and importance.

3.3.3 Managing projects















3.5.2.2 Examine information obtained for relevance and completeness.3.5.2.3 Recognize important gaps in existing information and take steps to eliminate those gaps.

3.5.2.4 Organize/reorganize information as appropriate to gain a better understanding of the problem.

3.5.3 Generating alternatives



3.5.4 Choosing a solution

3.5.4.1 Decisively choose the best solution after evaluating the relative merits of each possible option.

3.5.4.2 Make difficult decisions even in highly ambiguous or ill-defined situations.3.5.5 Implementing the solution3.5.5.1 Commit to a solution in a timely manner.3.5.5.2 Develop a realistic approach for implementing the chosen solution.




3.6.1 Using tools


3.6.1.2 Demonstrate appropriate use of tools and technology to complete work functions.3.6.2 Selecting tools3.6.2.1 Select and apply appropriate tools or technological solutions to the problem at hand.3.6.3 Keeping current on tools and technology

Alabama Competency Model Meeting, Convention, and Event PlannersCode3.6.3.1 Demonstrate an interest in learning about new and emerging tools and technologies.3.6.3.2 Demonstrate information literacy.3.6.3.3 Adapt quickly to changes in process or technology.
















3.8.1 Detecting errors3.8.1.1 Detect and correct errors or inconsistencies, even under time pressure.3.8.1.2 Identify vague or ambiguous documentation.3.8.1.3 Route errors to appropriate person to correct documentation.3.8.2 Completing forms3.8.2.1 Select and complete appropriate forms quickly and completely.3.8.2.2 Forward or process forms in a timely and accurate manner.

Alabama Competency Model Meeting, Convention, and Event PlannersCode3.8.2.3 Attend to and follow through on important items requiring action.3.8.2.4 Expedite forms, orders, or advances that require immediate attention.3.8.3 Obtaining information3.8.3.1 Obtain appropriate information, signatures, and approvals promptly.3.8.3.2 Verify that all information is present and accurate before forwarding materials.3.8.3.3 Compile, categorize, and verify information or data.3.8.3.4 Apply systematic techniques for observing and gathering data.3.8.4 Maintaining logs, records, and files3.8.4.1 Organize records and files to maintain data.


3.8.4.3 Update logs, records, and files, noting important changes.3.8.4.4 File data and documentation in accordance with organization’s requirements.

3.9 Business Fundamentals: Using information on basic business principles, trends, and economics.

3.9.1 Situational awareness3.9.1.1 Understand the mission, structure, and functions of the organization.


3.9.1.3 Grasp the potential impact of the company’s well-being on employees.3.9.2 Business ethics3.9.2.1 Act in the best interest of the company, the community, and the environment.








4.1.1 Solve mathematical problems using numbers and operations.4.1.2 Recognize relationships among numbers.4.1.3 Employ mathematical operations.4.1.4 Evaluate and perform computations successfully.4.1.5 Predict reasonable estimations.4.1.6 Recognize patterns and mathematical relations.4.1.7 Represent increases and decreases in quantities with positive and negative signs.4.1.8 Determine rate of change mathematically.

Alabama Competency Model Meeting, Convention, and Event PlannersCode4.1.9 Employ measurement skills to make business decisions.4.1.10 Recognize measurable attributes of objects.4.1.11 Assess measurements correctly.




4.3.1 Develop self-understanding to recognize the impact of personal actions on others.4.3.2 Understand the importance of a positive self-esteem.4.3.3 Assess personal strengths and weaknesses.4.3.4 Develop personal traits and behaviors to foster career advancement.4.3.5 Identify desirable personality traits important to business.4.3.6 Exhibit a positive attitude.4.3.7 Exhibit self-confidence.4.3.8 Demonstrate interest and enthusiasm.4.3.9 Demonstrate initiative.4.3.10 Demonstrate positive working relationships.4.3.11 Implement job-seeking skills to obtain employment.4.3.12 Utilize job-search strategies.4.3.13 Complete a job application.4.3.14 Demonstrate appropriate job interview techniques.4.3.15 Write a follow-up letter after job interviews.4.3.16 Write a letter of application.4.3.17 Prepare a résumé.4.3.18 Use networking techniques to identify employment opportunities.


4.4.1 Perform customer service activities to support customer relationships and encourage repeat business.4.4.2 Demonstrate appropriate customer service.5 Tier 5: Career Pathway Technical Competencies

Alabama Competency Model Meeting, Convention, and Event PlannersCode5.1 Stakeholder Management5.1.1 Manage Stakeholder Relationships5.1.2 Identify stakeholders5.1.3 Assess stakeholders5.1.4 Classify stakeholders5.1.5 Manage stakeholder activities5.1.6 Manage stakeholder relationship5.2 Leadership5.2.1 Exhibit Professional Behaviour5.2.2 Project a professional image5.2.3 Demonstrate leadership5.2.4 Demonstrate ethical behavior5.2.5 Work with colleagues5.2.6 Work in a diverse environment5.2.7 Manage time5.2.8 Manage stress5.2.9 Make decisions5.2.10 Solve problems5.2.11 Keep up to date w/ changes in meetings/event industry5.2.12 Facilitate continuous improvement5.2.13 Participate in professional development activities5.3 Strategic Planning5.3.1 Develop mission goals & objectives5.3.2 Develop financial summary5.3.3 Monitor strategic plan5.3.4 Develop evaluation plan5.3.5 Measure return on investment5.3.6 Evaluate effectiveness of risk management plan5.4 Data Analysis

5.4.1 Analyze information obtained from management to conceptualize and define operational problems.


5.5 Policy Development5.5.1 Analyzes, evaluates, and/or develops formal policies and procedures5.5.2 Prepares local directives to implement organization-wide policies or procedures6 Tier 6: Occupation Specific Technical Competencies6.1 Project Management6.1.1 Plan Meeting or Event6.1.2 Develop project plan6.1.3 Develop quality standards, policies, procedures6.1.4 Develop theme for event

Alabama Competency Model Meeting, Convention, and Event PlannersCode6.1.5 Develop procurement plan6.1.6 Establish milestones and critical path6.1.7 Develop integrated communication plan6.1.8 Develop evaluation/audit procedures6.1.9 Manage Meeting or Event Project6.1.10 Manage critical path6.1.11 Manage contracts6.1.12 Manage running of meeting or event6.1.13 Manage Risk Management Plan6.1.14 Identify risks6.1.15 Analyze risks6.1.16 Develop management and implementation plan6.1.17 Develop and implement emergency response plan6.1.18 Arrange security6.2 Financial Management6.2.1 Manage sponsorship process6.2.2 Manage registration process6.2.3 Manage Budget6.2.4 Develop budget6.2.5 Establish pricing6.2.6 Establish financial controls and procedures6.2.7 Manage cash flow6.2.8 Monitor budget performance6.2.9 Revise budget6.2.10 Manage Monetary Transactions6.2.11 Establish cash handing procedures6.2.12 Monitor cash handling procedures6.3 Human Resources6.3.1 Acquire Staff and Volunteers6.3.2 Develop selection criteria6.3.3 Recruit staff and volunteers6.3.4 Interview candidates6.3.5 Select best candidate and offer position6.3.6 Train Staff and Volunteers6.3.7 Provide orientation6.3.8 Provide training6.3.9 Manage Workforce Relations6.3.10 Supervise staff and volunteers6.3.11 Motivate staff and volunteers6.3.12 Manage teams6.3.13 Evaluate staff6.3.14 Process terminations and resignations

Alabama Competency Model Meeting, Convention, and Event PlannersCode6.4 Meeting or Event Design6.4.1 Design Program6.4.2 Determine program components6.4.3 Select program content and delivery formats6.4.4 Structure and sequence program components6.4.5 Engage Speakers and Performers6.4.6 Determine event requirements for speakers and performers6.4.7 Develop selection criteria6.4.8 Select candidates6.4.9 Secure contracts and communicate expectations6.4.10 Coordinate Food and Beverage Services6.4.11 Determine food & beverage service requirements6.4.12 Select menu(s)6.4.13 Plan service style(s)6.4.14 Select food and beverage provider(s)6.4.15 Manage alcohol service6.4.16 Design Environment6.4.17 Establish functional requirements6.4.18 Select decor and furnishings6.4.19 Coordinate meeting or event signage6.4.20 Manage Technical Production6.4.21 Determine requirements for staging and technical equipment6.4.22 Acquire staging and technical equipment6.4.23 Install staging and technical equipment6.4.24 Oversee technical production operation6.4.25 Develop Plan for Managing Movement of Attendees6.4.26 Develop admittance credential systems6.4.27 Select crowd management techniques6.4.28 Coordinate accommodation and transportation6.4.29 Manage protocol requirements6.5 Site Management6.5.1 Select Site6.5.2 Determine site specifications6.5.3 Identify and inspect sites6.5.4 Design site layout6.5.5 Manage Meeting or Event Site6.5.6 Create logistics action plan for set-up & take-down6.5.7 Set up site6.5.8 Monitor site during meeting or event6.5.9 Take down site6.5.10 Manage On-site Communication6.5.11 Establish communications framework

Alabama Competency Model Meeting, Convention, and Event PlannersCode6.5.12 Determine & acquire required communication equipment6.5.13 Specify communication procedures and protocols6.6 Marketing6.6.1 Manage Marketing Plan6.6.2 Conduct situational analysis6.6.3 Define target market segments6.6.4 Develop branding for meeting or event6.6.5 Select marketing distribution channels6.6.6 Develop integrated marketing strategy6.6.7 Implement marketing plan6.6.8 Manage Marketing Material6.6.9 Determine marketing materials needed for event6.6.10 Develop content and design parameters6.6.11 Produce marketing materials6.6.12 Distribute marketing materials6.6.13 Manage Meeting or Event Merchandise6.6.14 Develop product(s) design and specifications6.6.15 Determine pricing6.6.16 Control brand integrity6.6.17 Produce merchandise6.6.18 Distribute merchandise6.6.19 Coordinate hospitality6.6.20 Promote Meeting or Event6.6.21 Develop advertising plan6.6.22 Develop cross-promotional activities6.6.23 Develop contests6.6.24 Coordinate sale promotion6.6.25 Contribute to Public Relations Activities6.6.26 Contribute to public relations strategy6.6.27 Contribute to publicity plan6.6.28 Develop media relations6.6.29 Contribute to implementation of publicity plan6.6.30 Manage crises and controversies6.6.31 Manage Sales Activities6.6.32 Develop sales plan and objectives6.6.33 Conduct sales activities6.6.34 Determine sales platforms7 Tier 7: Occupation Specific Requirements7.1 Bachelor's degree8 Tier 8: Management Competencies8.1 Entrepreneurship8.1.1 Thinking innovatively


8.1.2 Constantly search for new ways of improving existing processes and doing things more efficiently.


8.1.4 Attempt to address product gaps and build the business by creating innovative and unique solutions.

8.1.5 Influencing decision makers






















8.4 Leadership














Fundraisers



Alabama Competency Model FundraisersCode1 Tier 1: Personal Effectiveness Competencies1.1 Interpersonal Skills: Displaying the skills to work effectively with others from diverse backgrounds.1.1.1 Demonstrating sensitivity/empathy1.1.1.1 Show sincere interest in others and their concerns.1.1.1.2 Demonstrate sensitivity to the needs and feelings of others.1.1.1.3 Look for ways to help people and deliver assistance.1.1.2 Demonstrating insight into behavior










Alabama Competency Model FundraisersCode1.3.1.3 Accept criticism tactfully and attempt to learn from it.1.3.2 Professional appearance1.3.2.1 Maintain a professional demeanor.1.3.2.2 Dress appropriately for occupational and worksite requirements.1.3.2.3 Maintain appropriate personal hygiene.1.3.3 Social responsibility1.3.3.1 Refrain from lifestyle choices which negatively impact the workplace and individual performance.1.3.3.2 Remain free from substance abuse.1.3.4 Maintaining a positive attitude1.3.4.1 Project a professional image of oneself and the organization.1.3.4.2 Demonstrate a positive attitude towards work.1.3.4.3 Take pride in one’s work and the work of the organization.







Alabama Competency Model FundraisersCode1.5.2.2 Arrive on time for meetings or appointments.1.5.2.3 Dial in to phone calls and web conferences on time.1.5.3 Attending to details1.5.3.1 Diligently check work to ensure that all essential details have been considered.1.5.3.2 Notice errors or inconsistencies and take prompt, thorough action to correct them.1.5.4 Following directions















Alabama Competency Model FundraisersCode1.7.5.1 Integrate newly learned knowledge and skills with existing knowledge and skills.




2.1.1 Comprehension






Alabama Competency Model FundraisersCode2.2.3 Tone2.2.3.1 Use language appropriate for the target audience.














Alabama Competency Model FundraisersCode



















Alabama Competency Model FundraisersCode3.1.4.1 Bring others together to reconcile differences.3.1.4.2 Handle conflicts maturely by exercising “give and take” to achieve positive results for all parties.


















3.6.1 Using tools









Alabama Competency Model FundraisersCode3.9.1.3 Grasp the potential impact of the company’s well-being on employees.3.9.2 Business ethics3.9.2.1 Act in the best interest of the company, the community, and the environment.













Alabama Competency Model FundraisersCode4.3.2 Understand the importance of a positive self-esteem.4.3.3 Assess personal strengths and weaknesses.4.3.4 Develop personal traits and behaviors to foster career advancement.4.3.5 Identify desirable personality traits important to business.4.3.6 Exhibit a positive attitude.4.3.7 Exhibit self-confidence.4.3.8 Demonstrate interest and enthusiasm.4.3.9 Demonstrate initiative.4.3.10 Demonstrate positive working relationships.4.3.11 Implement job-seeking skills to obtain employment.4.3.12 Utilize job-search strategies.4.3.13 Complete a job application.4.3.14 Demonstrate appropriate job interview techniques.4.3.15 Write a follow-up letter after job interviews.4.3.16 Write a letter of application.4.3.17 Prepare a résumé.4.3.18 Use networking techniques to identify employment opportunities.



Alabama Competency Model FundraisersCode5.2.12 Facilitate continuous improvement5.2.13 Participate in professional development activities5.3 Strategic Planning5.3.1 Develop mission goals & objectives5.3.2 Develop financial summary5.3.3 Monitor strategic plan5.3.4 Develop evaluation plan5.3.5 Measure return on investment5.3.6 Evaluate effectiveness of risk management plan5.4 Data Analysis5.4.1 Analyze information obtained from management to conceptualize and define operational problems.


5.5 Policy Development5.5.1 Analyzes, evaluates, and/or develops formal policies and procedures5.5.2 Prepares local directives to implement organization-wide policies or procedures6 Tier 6: Occupation Specific Technical Competencies6.1 Donor Research

6.1.1Develop a list of prospective donors by identifying individuals, groups, and entities, such as foundations, corporations, and government agencies, with the linkage, ability, and interest to give in order to qualify prospective donors for further research and cultivation

6.1.2Implement and utilize a secure data management system to ensure data privacy, store information on current and prospective donors, and enable segmented retrieval and analysis.

6.1.3Collect and analyze current and prospective donor information including demographics, psycho-graphics, interests, values, motivations, culture, ability, giving and volunteer history, relationships, and linkages to select potential donors for particular projects and fundraising programs.

6.1.4Rate current and prospective donors on linkage, ability, and interest to prioritize and plan cultivation and solicitation.

6.1.5Communicate and validate relevant donor information with key organizational stakeholders to establish a plan of action for engagement, cultivation, solicitation, and stewardship.

6.2 Solicitation

6.2.1Develop a case for support by involving stakeholders in order communicate the rationale for supporting the organization’s mission.

6.2.2 Identify solicitation strategies and techniques appropriate to current and prospective donor groups.

6.2.3Develop and implement specific solicitation plans for the involvement of individual donors, donor groups and/or entities.

6.2.4 Prepare donor-focused solicitation communications in order to facilitate informed gift decisions.

6.2.5Ask for and secure gifts from current and prospective donors in order to generate financial support for the organization’s mission.

6.3 Relationship Building

6.3.1Initiate and strengthen relationships with constituents through systematic cultivation and stewardship plans designed to build trust in, and long-term commitment to, the organization.


6.3.2Develop and implement a comprehensive communications plan to inform constituents about the organization’s mission, vision, values, financial and ethical practices, funding priorities, and gift opportunities.

6.3.3 Promote a culture of philanthropy by broadening constituents’ understanding of the value of giving.

6.3.4Acknowledge and recognize donor gifts and engagement in ways that are meaningful to donors and appropriate to the mission and values of the organization.

6.4 Volunteerism6.4.1 Identify organizational readiness and opportunities to engage volunteers.

6.4.2Create structured processes for the identification, recruitment, orientation, training, evaluation, recognition, retention and succession of volunteers.

6.4.3Develop specific role descriptions and terms of commitment to empower and support volunteers and enhance their effectiveness.

6.4.4Engage various types of volunteers (for example, board, program, campaign) in the fundraising process to increase organizational capacity.

6.4.5Participate in recruiting experienced and diverse leadership on boards and/or committees to ensure these groups are representative of, and responsive to, the communities served.

6.5 Ethics

6.5.1Ensure that all fundraising activities and policies comply with ethical principles and legal standards and reflect the values of the organization and the community.

6.5.2Communicate principles of ethical fundraising to stakeholders to promote ethical practices and strengthen a culture of philanthropy.

6.5.3Promote ethical fundraising as a crucial component of philanthropy to strengthen the non-profit sector and support the sector’s role as a pillar of civil society.

6.5.4 Clarify, implement, monitor, and honor donors’ intent and instructions regarding the use of gifts.6.5.5 Ensure that allocations of donations are accurately documented in the organization’s records.

6.5.6Report to constituents the sources, uses, impact, and management of donations to demonstrate transparency and enhance public trust in the organization.

6.5.7Participate as an active and contributing member of the fundraising profession through activities such as mentoring, continuing education, research, and membership in professional associations.

























8.4 Leadership




Operations Research Analysts



Alabama Competency Model Operations Research AnalystsCode1 Tier 1: Personal Effectiveness Competencies1.1 Interpersonal Skills: Displaying the skills to work effectively with others from diverse backgrounds.1.1.1 Demonstrating sensitivity/empathy1.1.1.1 Show sincere interest in others and their concerns.1.1.1.2 Demonstrate sensitivity to the needs and feelings of others.1.1.1.3 Look for ways to help people and deliver assistance.1.1.2 Demonstrating insight into behavior










Alabama Competency Model Operations Research AnalystsCode1.3.1.3 Accept criticism tactfully and attempt to learn from it.1.3.2 Professional appearance1.3.2.1 Maintain a professional demeanor.1.3.2.2 Dress appropriately for occupational and worksite requirements.1.3.2.3 Maintain appropriate personal hygiene.1.3.3 Social responsibility1.3.3.1 Refrain from lifestyle choices which negatively impact the workplace and individual performance.1.3.3.2 Remain free from substance abuse.1.3.4 Maintaining a positive attitude1.3.4.1 Project a professional image of oneself and the organization.1.3.4.2 Demonstrate a positive attitude towards work.1.3.4.3 Take pride in one’s work and the work of the organization.







Alabama Competency Model Operations Research AnalystsCode1.5.2.2 Arrive on time for meetings or appointments.1.5.2.3 Dial in to phone calls and web conferences on time.1.5.3 Attending to details1.5.3.1 Diligently check work to ensure that all essential details have been considered.1.5.3.2 Notice errors or inconsistencies and take prompt, thorough action to correct them.1.5.4 Following directions















Alabama Competency Model Operations Research AnalystsCode1.7.5.1 Integrate newly learned knowledge and skills with existing knowledge and skills.




2.1.1 Comprehension






Alabama Competency Model Operations Research AnalystsCode2.2.3 Tone2.2.3.1 Use language appropriate for the target audience.














Alabama Competency Model Operations Research AnalystsCode



















Alabama Competency Model Operations Research AnalystsCode3.1.4.1 Bring others together to reconcile differences.3.1.4.2 Handle conflicts maturely by exercising “give and take” to achieve positive results for all parties.


















3.6.1 Using tools









Alabama Competency Model Operations Research AnalystsCode3.9.1.3 Grasp the potential impact of the company’s well-being on employees.3.9.2 Business ethics3.9.2.1 Act in the best interest of the company, the community, and the environment.













Alabama Competency Model Operations Research AnalystsCode4.3.2 Understand the importance of a positive self-esteem.4.3.3 Assess personal strengths and weaknesses.4.3.4 Develop personal traits and behaviors to foster career advancement.4.3.5 Identify desirable personality traits important to business.4.3.6 Exhibit a positive attitude.4.3.7 Exhibit self-confidence.4.3.8 Demonstrate interest and enthusiasm.4.3.9 Demonstrate initiative.4.3.10 Demonstrate positive working relationships.4.3.11 Implement job-seeking skills to obtain employment.4.3.12 Utilize job-search strategies.4.3.13 Complete a job application.4.3.14 Demonstrate appropriate job interview techniques.4.3.15 Write a follow-up letter after job interviews.4.3.16 Write a letter of application.4.3.17 Prepare a résumé.4.3.18 Use networking techniques to identify employment opportunities.



Alabama Competency Model Operations Research AnalystsCode5.2.12 Facilitate continuous improvement5.2.13 Participate in professional development activities5.3 Strategic Planning5.3.1 Develop mission goals & objectives5.3.2 Develop financial summary5.3.3 Monitor strategic plan5.3.4 Develop evaluation plan5.3.5 Measure return on investment5.3.6 Evaluate effectiveness of risk management plan5.4 Data Analysis5.4.1 Analyze information obtained from management to conceptualize and define operational problems.


5.5 Policy Development5.5.1 Analyzes, evaluates, and/or develops formal policies and procedures5.5.2 Prepares local directives to implement organization-wide policies or procedures6.1 Management Analysis





6.1.6 Conducts benchmarking and best practices research6.2 Presentation


6.2.2 Assists in writing policies, procedures, rules and regulations governing various training programs.6.3 Procurement




6.4 Program Analysis6.4.1 Conducts research and gathers information needed to understand work systems


Alabama Competency Model Operations Research AnalystsCode7 Tier 7: Occupation Specific Requirements7.1 Bachelor's degree8 Tier 8: Management Competencies8.1 Entrepreneurship8.1.1 Thinking innovatively 8.1.2 Constantly search for new ways of improving existing processes and doing things more efficiently.




















Alabama Competency Model Operations Research AnalystsCode8.3.4 Recognizes the organization’s norms and values, and adopts the language of the organization.



8.4 Leadership














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