PRETRIAL SERVICES AGENCY COMPETENCIES

PSO: Community Treatment Specialist

2

PSO: Community Treatment Specialist

•Knowledge of Community Treatment Specialist Technical Procedures and Protocol

•Knowledge of Mental Health Disorders and Treatment

•Knowledge of Substance-Related Treatment

•System and Regulatory Knowledge

•PSA Organizational Knowledge--Treatment Program

•Computer Proficiency

Technical Competencies

•Interpersonal Skills

•Teamwork

•Customer Service Orientation

Interpersonal Competencies

•Initiative

•Conscientiousness

•Planning and Organizing

•Critical Thinking and Problem Solving

Results Oriented Competencies

•Adaptability

•Communication

Professionalism Competencies

Knowledge of Community Treatment Specialist Technical Procedures and Protocol

• Applies knowledge of DSM and ASAM (American Society of Addiction Medicine) criteria to properly assess potential substance or mental health-related disorders and makes appropriate treatment or supervision-related recommendations.

• Demonstrates an understanding of PSA procedures and protocol for conducting and documenting substance-related disorder assessments, mental health assessments, and social services referrals.

• Demonstrates an understanding of social service provider options, services, and eligibility requirements for each service (e.g., community service, employment, housing, Id, medical, food and clothing, anger management, parenting, grief counseling).

• Demonstrates an understanding of relevant treatment modalities (e.g., no treatment, outpatient treatment, intensive outpatient treatment, medical or social detoxification, residential treatment) and providers and can apply to the appropriate circumstances.

• Demonstrates an understanding of referral processes/steps to coordinate with outside agencies for substance or mental-health related treatment or social services.

• Understands signs and symptoms of individuals who may be experiencing suicidal or homicidal ideation, as well as crisis intervention steps and protocol.

• Understands assessment tools and procedures used in the assessment process.

Does Not Meet Expectations Meets Expectations Exceeds Expectations Misses basic cues and information needed to make effective substance or mental health-related recommendations for defendants who exhibit or describe clearly recognizable signs and symptoms.

Appropriately assesses potential substance or mental health-related conditions and makes valid recommendations for defendants who exhibit or describe clearly recognizable signs and symptoms.

Observes subtle cues and effectively analyzes complexities (e.g. dual diagnosis) to provide valid recommendations in atypical situations or with particularly challenging defendants.

Provides incomplete, inaccurate, or unclear documentation in assessments, evaluations, or referrals.

Accurately documents required information in substance-related assessments, mental health assessments, and social services referrals.

Provides detailed documentation and evidence to support recommendations (e.g., DSM codes, ASAM criteria); identifies signs, symptoms, or opportunities/solutions in atypical situations or with particularly challenging defendants.

Is not aware of current provider options or fails to take initiative to locate resources when appropriate.

Knows social service provider options and eligibility requirements for those routinely used, and knows where to obtain additional information about resources or eligibility.

Has an in-depth knowledge of multiple providers and specific offerings and eligibility requirements that can be utilized to make effective referrals; is resourceful in uncovering options when resources are limited.

Is not aware of most common treatment options and the general advantages, limitations, or applicability of each.

Knows most common treatment options and the general advantages, limitations, or applicability of each.

Is a subject matter expert in multiple treatment options and their applicability, advantages, and limitations across a wide range of complex conditions and situations.

Fails to properly follow procedures to process defendants for outside services; does not provide accurate or complete information to defendants to ensure they have sufficient information to pursue services.

Follows standard procedures and protocols to refer defendants to outside agencies for substance-related treatment, mental health, or social services; provides general explanations and contact information to defendants.

Explains details, benefits, and options of external service providers to defendants so they understand general and specific features of a program and can overcome challenges to receiving needed services.

Does not attend to or respond promptly to overt signs of suicidal or homicidal ideation.

Recognizes overt signs of suicidal or homicidal ideation and takes prompt action to address risks.

Recognizes overt and subtle signs of suicidal or homicidal ideations; asks additional thorough, probing questions or seeks additional information to better understand or uncover potential risks, and knows protocols for responding to and documenting concerns effectively.

Does not know important aspects of standard procedures or protocol for conducting assessments in typical or routine situations.

Knows basic steps, procedures, and tools for conducting assessments in typical or routine situations.

Has a detailed understanding of procedures and tools for conducting typical as well as more complex, atypical assessments across a wide range of situations.

Knowledge of Mental Health Disorders and Treatment

• Recognizes behaviors and responses associated with various mental health disorders. • Demonstrates familiarity with the basic medications and other common therapies used to treat mental

health disorders. • Demonstrates familiarity with the typical side effects of the medications commonly used to treat mental

health disorders. • Understands mental health treatment-related terminology and protocol in order to communicate

effectively with health-care providers, case managers, treatment providers, caseworkers, and other stakeholders.

• Demonstrates ability to maintain accurate and complete mental health treatment records.• Utilizes knowledge of mental health services system and provider network to work effectively with

defendants and to make accurate referrals, suggestions, and recommendations

Does Not Meet Expectations Meets Expectations Exceeds Expectations Fails to demonstrate basic interviewing skills and fails to recognize the basic signs and symptoms of mental health disorders; inadequately assesses or case manages those with mental health disorders; fails to utilize clinical supervision or seek supervisory assistance when needed.

Demonstrates basic interviewing skills to include asking appropriate questions, listening attentively, and giving accurate feedback to assess or case manage defendants with mental health disorders; reviews appearance, gestures, motor skills, language, and behaviors to determine possible signs of a mental health-related disorder; accurately recognizes and identifies the indicators of a mental health-related disorder, including signs of decompensation; demonstrates basic proficiency in assessing or case managing those with co-occurring substance and mental health-related disorders.

Demonstrates proficiency in Motivational Interviewing or other advanced interviewing skills. Demonstrates advanced knowledge, training, and experience in assessing or case managing defendants with mental health disorders including those with co-occurring substance and mental health-related disorders; accurately recognizes overt and subtle signs, behaviors, responses, and symptoms of both basic and more difficult to assess or manage mental health-related disorders; when applicable, uses the DSM to recognize or better understand mental health or co-occurring disorders.

Frequently makes mistakes when interpreting or communicating mental health-related information; some information or communications provided to the Court, defendants, case managers, treatment providers, etc. is incorrect or incomplete.

Is able to interpret and communicate clear and understandable mental health-related-information to the Court, defendants, case managers, treatment providers, etc.

Goes beyond basic information and communicates understandably using advanced reference tools such as DSM, Physician’s Desk Reference, evidence based practice-related resources, etc.

Fails to ask questions or otherwise investigate the intended action and side effects of medications used to treat those with mental health disorders.

Asks questions or otherwise investigates the intended action and side effects of medications used to treat those with mental disorders.

Ask questions and investigates thoroughly the intended action and side effect of medication used to treat those with mental health disorders and uses knowledge in his/her communications and case management recommendations and referrals, and when educating others.

Frequently makes errors when determining need for mental health services or when determining SSU eligibility and/or fails to make effective referrals or suggestions for services.

Draws accurate conclusions regarding need for mental health services and SSU eligibility and/or makes effective referrals or suggestions for services.

Is able to draw accurate conclusions regarding need for mental health services and SSU eligibility and/or make effective referrals or suggestions for services in more complex cases and for defendants requiring more difficult to locate services.

Knowledge of Substance-Related Treatment

• Demonstrates knowledge of the signs and symptoms of various substance-related disorders, including co-occurring substance and mental health-related disorders. .

• Demonstrates knowledge of the effects/impact of commonly abused illicit and prescription drugs, as well as alcohol.

• Understands possible behaviors and responses to expect from individuals under treatment for or suffering from substance use disorders.

• Understands and is able to apply various assessment tools and treatment interventions to identify and treat those with substance use disorders.

• Understands treatment-related terminology and protocol in order to communicate effectively with health-care providers, case managers, treatment providers, caseworkers, and other stakeholders.

• Demonstrates ability to create accurate and complete treatment records.• Utilizes knowledge of substance use disorder treatment to work effectively with defendants and to

make accurate referrals, suggestions, and recommendations.

Does Not Meet Expectations Meets Expectations Exceeds Expectations Fails to demonstrate basic clinical interviewing skills and fails to recognize the basic signs and symptoms of substance use disorders; inadequately assesses or treats those with substance use disorders; fails to utilize clinical supervision or seek supervisory assistance when needed.

Demonstrates basic clinical interviewing skills to include asking appropriate questions, listening attentively, and giving accurate feedback to assess or treat defendants with substance use disorders; reviews appearance, gestures, motor skills, language, and behaviors to determine possible signs of a substance-related disorder; accurately recognizes and identifies the indicators of a substance-related disorder; demonstrates basic proficiency in assessing or treating those with co-occurring substance and mental health-related disorders.

Demonstrates proficiency in Motivational Interviewing and other advanced clinical interviewing skills. Demonstrates advanced knowledge, training, and experience in assessing or treating defendants with substance use disorders; demonstrates advanced proficiency in assessing or treating those with co-occurring substance and mental health-related disorders; accurately recognizes overt and subtle signs, behaviors, responses, and symptoms of both basic and more difficult to assess or treat substance-related disorders; when applicable, uses the DSM to recognize or better understand substance use or co-occurring disorders.;

Frequently makes mistakes when interpreting or communicating treatment-related information; some information or communications provided to the Court, defendants, case managers, treatment providers, health-care providers, etc., is incorrect or incomplete.

Is able to interpret and communicate clear and understandable treatment-related-information to the Court, defendants, case managers, treatment providers, health-care providers, etc.

Goes beyond basic information and communicates understandably using advanced reference tools such as DSM, ASAM protocol, evidence based practice-related resources, etc.

Is not familiar with or has difficulty selecting and correctly applying or recommending the basic and most commonly used treatment interventions.

Demonstrates familiarity with and is able to select and correctly apply or recommend the basic and most commonly used treatment interventions.

Is familiar with and is able to select and correctly apply or recommend the more advanced and complex treatment interventions and approaches for dealing with more challenging or complex defendants; understands differences between interventions, including when an intervention would and would not apply; can apply knowledge across a wide range of conditions.

Knowledge of Substance-Related Treatment (cont’d)

• Demonstrates knowledge of the signs and symptoms of various substance-related disorders, including co-occurring substance and mental health-related disorders. .

• Demonstrates knowledge of the effects/impact of commonly abused illicit and prescription drugs, as well as alcohol.

• Understands possible behaviors and responses to expect from individuals under treatment for or suffering from substance use disorders.

• Understands and is able to apply various assessment tools and treatment interventions to identify and treat those with substance use disorders.

• Understands treatment-related terminology and protocol in order to communicate effectively with health-care providers, case managers, treatment providers, caseworkers, and other stakeholders.

• Demonstrates ability to create accurate and complete treatment records.• Utilizes knowledge of substance use disorder treatment to work effectively with defendants and to

make accurate referrals, suggestions, and recommendations.

Does Not Meet Expectations Meets Expectations Exceeds Expectations Frequently makes incorrect recommendations or referrals for treatment; Fails to correctly distinguish between treatment modalities/levels of care.

Makes accurate referrals, suggestions, and recommendations for treatment. Demonstrates basic understanding and ability to distinguish between treatment modalities/levels of care based on ASAM criteria.

Is able to facilitate more complex referrals requiring resources and treatment modalities more difficult to locate; demonstrates advanced understanding of and ability to distinguish between treatment modalities/levels of care (e.g. distinguishing between Advanced ASAM sub-levels of care).

Frequently omits relevant information or makes other errors when documenting, updating, interpreting, and/or utilizing assessment information and other treatment records; fails to fully and accurately document treatment status or progress; fails to create or update treatment records within the established timeframe; fails to investigate or take follow-up actions to ensure defendants’ treatment needs are being identified and addressed.

Correctly documents, updates, interprets and/or utilizes assessment information and other treatment records (e.g. assessments, treatment plans, progress notes, adjustment to treatment remarks); fully and accurately documents defendant treatment status or progress when applicable; consistently creates or updates treatment records within the established timeframe; consistently investigates and/or takes follow up actions to ensure that defendants’ treatment needs are properly identified and effectively addressed. .

Is able to document, update, interpret, and/or utilize more advanced assessments and other treatment records for defendants with more complex issues; demonstrates extra effort to ensure that a defendant is appropriately assessed and re-assessed based on treatment needs and plans; serves as a resource for others with less knowledge or experience in documenting, interpreting or utilizing treatment records; consistently creates or updates treatment records ahead of schedule and/or includes especially detailed and relevant information; consistently displays extra effort when investigating or taking follow-up actions to ensure defendants needs are identified and addressed (e.g. contacting collaterals, verifying information, scheduling follow-up sessions with defendants).

Fails to regularly attend treatment-related training or other learning activities (e.g. reading publications, attending conferences) to increase effectiveness in assessing and/or treating defendants with substance-related disorders.

Regularly attends treatment-related training and participates in other learning activities (e.g. reading publications, attending conferences) to increase effectiveness in assessing and/or treating defendants with substance-related disorders.

Conducts training for the unit, or assists the training department in doing so, on substance use disorder treatment and conditions; possesses or pursues advanced certifications and advanced licensure to more effectively assess or treat defendants with substance use disorders.

System and Regulatory Knowledge

• Exhibits an understanding of relevant aspects of DC Superior Court and/or US District Court system operations, structure, and/or processes.

• Understands the relevant operations of local surrounding law enforcement agencies and/or judicial systems (e.g., those relevant to a specific job such as Metropolitan Police Department, Virginia law enforcement, Probation and Parole, U.S. Capital Police, U.S. Park Police, U.S. Marshal Service, other pretrial agencies) in order to obtain and share information related to supervision, treatment, drug testing, and/or monitoring of defendants.

• Displays an understanding of federal, state, district, and agency policies, regulations, and laws regarding the safekeeping and release of the Agency’s information (e.g., personally identifiable information (PII), FOIA, treatment information, mental health information, etc.).

• Understands and follows federal records management laws.

Does Not Meet Expectations Meets Expectations Exceeds Expectations Fails to follow standard and expected protocols or demonstrate a basic understanding of Court functioning for routine situations.

Understands basic operations, structure and procedures of DC Superior Court and/or US District Court system relevant to his/her role.

Utilizes detailed understanding of Court operations, structure, and procedures to adjust strategies and approaches in different situations.

Does not understand basic information about operations, procedures, or protocol of surrounding law enforcement agencies relevant to his/her role.

Demonstrates an understanding of basic operations of local surrounding law enforcement agencies relevant to his/her role in typical situations.

Has a detailed level of understanding of relevant law enforcement agency operations or protocol and uses this knowledge to overcome challenges and facilitate outcomes for self or others.

Fails to understand or apply a basic knowledge of relevant policies, regulations, and laws regarding confidentiality, safekeeping and releasing of the Agency’s information.

Understands and applies a basic knowledge of relevant policies, regulations, and laws regarding confidentiality, safekeeping and releasing of the Agency’s information.

Has an advanced knowledge of the Agency’s records and information policies, regulations and laws; serves as a resource to others who have questions regarding records and information procedures.

Records are not maintained according to applicable federal records management laws; needs much assistance with maintaining records.

Maintains records according to applicable federal records management laws; may have to seek assistance regarding record keeping or maintenance for unusual, complex, or difficult cases (e.g., retention schedules for less common records, handling of confidential records, etc.).

Maintains records according to applicable federal records management laws; researches to determine proper record keeping for unusual, complex, or difficult cases; takes initiative to identify problems regarding records management and assists in finding solutions.

District of Columbia Pretrial Services Agency (PSA) Organizational Knowledge

• Understands and is able to communicate the vision, mission, and strategy of the PSA and how one’s work aligns with and integrates with other PSA programs and services.

• Has an understanding of how and why the PSA was established, including District of Columbia Superior Court and US District Court bail laws (e.g., The Bail Reform Act).

• Understands PSA’s various offices, programs, structure, and functions, and utilizes this knowledge to obtain information, or make suggestions, recommendations, or decisions.

Does Not Meet Expectations Meets Expectations Exceeds Expectations Does not demonstrate an understanding of fundamental PSA history, vision, mission, strategy or objectives relevant to accomplishing his/her work; takes actions that are not consistent with PSA strategy and mission.

Understands the PSA vision, mission, strategy, or objectives relevant to accomplishing his/her work (e.g., basic purpose and background of PSA); understands how units within PSA contribute to the mission and objectives, and makes recommendations that are consistent with the Agency’s mission.

Takes initiative to align work to support objectives and mission of PSA and other units or programs; emphasizes PSA’s mission and background at appropriate times (e.g., in defending recommendations)

Demonstrates limited understanding of the broad scope of PSA functions, programs, services, and structure outside of his/her work unit; does not utilize programs offered by other programs or units effectively; lack of knowledge impacts quality of service provided and information provided to external stakeholders.

Shows basic awareness of the various offices, core programs, functions, and structure of PSA operations necessary to secure resources, make recommendations, or answer routine questions.

Is seen as a subject matter expert whom others go to for advice or questions about specific areas of PSA’s structure or programs outside of his/her work unit; able to answer difficult questions about multiple PSA programs and services.

Additional Specific Program or Technical Area Knowledge

Choose those that apply to this person’s area of responsibility:

Check Those That Apply

Program/Technical Area Does Not Meet Expectations

Meets Expectations

Exceeds Expectations

Fundamental Knowledge of the Treatment Program Has an understanding of the Treatment Program functions and operations, and utilizes this information to make accurate recommendations, suggestions, or referrals for defendant treatment, supervision, or monitoring.

Has difficulty explaining the Treatment Program’s basic operations, personnel, functions, or units, or recommends placements that are not appropriate in a given situation.

Can explain the Treatment Program’s basic operations, personnel, functions, and units, including the differences between units; recommends placements that are appropriate in typical situations.

Possesses detailed knowledge of Treatment Program operations such as the criteria for eligibility into each Treatment unit; recommends appropriate placements in complex or atypical cases; serves as a resource for others who have questions about the Treatment Program.

Computer Proficiency

• Utilizes Microsoft Office tools (Outlook, Word, Excel, and PowerPoint) required to perform job duties such as writing reports and letters, creating and updating logs, or producing presentations when necessary.

• Performs basic computer operations (e.g., accessing drives).• Maintains a knowledge of, accesses and uses relevant systems needed to perform job duties (e.g., PRISM,

Courtview, JACCS, SMART, PACER, e-Agent, WALES, outside agency websites, NCIC, RMS, JUSTIS, G4S, OMNIlink, Accucare; DTMS, Track-it).

Does Not Meet Expectations Meets Expectations Exceeds Expectations Has difficulty using some of the basic, core functions of Microsoft Office relevant to the job; has to rely on others for assistance on a consistent basis.

Effectively uses most basic functions and capabilities of Microsoft Office tools relevant to completing his/her work responsibilities.

Shows understanding of advanced Microsoft Office applications and programs relevant to the job; utilizes advanced knowledge to assist others who have questions about Microsoft Office.

Frequently requests assistance on the most basic computer operations; has difficulty learning or navigating the computer environment and accessing different drives.

Understands how to access and navigate different internal drives, unit folders, personal work folders, etc., within a computer environment needed to perform day-to-day work.

Demonstrates more advanced computer-related expertise that facilitates getting work done faster or more efficiently; answers questions or provides others assistance on computer operations.

Does not effectively use some basic internal or external computer systems that are needed to perform work.

Understands the core, most often used computer systems needed to perform his/her work; is efficient and effective at retrieving most basic information; understands the purpose and application of each of the different systems.

Shows expertise in functionality of specific computer systems; coaches others on their capabilities or how to navigate or effectively utilize different computer systems to facilitate completing work more effectively.

Interpersonal Skills

• Fosters relationships; builds rapport with others from various demographic backgrounds (e.g., educational, socioeconomic, racial, etc.) and individuals who have varying personal histories and personalities.

• Shows sensitivity to others’ needs, opinions, background, circumstances, and concerns.• Maintains appropriate objectivity in situations.• Resolves conflicts or disagreements in a constructive way. • Demonstrates an appreciation for differences in perspectives and opinions.

Does Not Meet Expectations Meets Expectations Exceeds Expectations Shows difficulty building effective rapport with others.

Uses various approaches and strategies to build rapport with those of varying backgrounds, histories, and personalities.

Develops effective working rapport with the most challenging, resistant, or difficult individuals.

Fails to demonstrate sensitivity to others’ personal challenges or perspectives; inappropriately criticizes others for their differences or fails to promote a respectful, professional environment for others.

Is accepting of others’ differences or perspectives; maintains objectivity and a respectful approach regardless of someone’s personal circumstances or demeanor.

Takes steps to better understand the potential causes of difficult/challenging behavior and adjusts approach to promote positive outcomes when possible by utilizing additional alternatives.

Uses an inappropriate manner, style, or tone/language when disagreeing or enforcing policies with others; may escalate situations unnecessarily.

Uses an appropriate manner, style, or tone/language when disagreeing or enforcing policies; provides alternative solutions to resolve disagreements when possible.

Makes repeated attempts to overcome resistance from others and obstacles to getting agreement; is often able to gain commitment from others in challenging or emotionally charged situations; serves as a resource to help others work through difficult interpersonal situations and utilizes conflict resolution to resolve issues.

Fails to listen or acknowledge others’ points of view and fails to resolve disagreements/ conflicts effectively as a result.

Acknowledges another person’s perspective while working through challenges to gain commitment to a course of action for positive outcomes.

Is resourceful in using ideal approaches to overcome objections or promote accountability in the most difficult situations; provides guidance to others on how to effectively manage difficult interpersonal situations.

Lacks professionalism at times or lacks objectivity when interacting with others.

Demonstrates professionalism and builds ongoing rapport with others while maintaining professional objectivity to enhance positive attitude and environment.

Provides ongoing support and/or guidance to others on how to maintain professional objectivity in particularly difficult or emotional situations.

Teamwork

• Develops and maintains positive and professional working relationships with coworkers. • Collaborates, supports, and cooperates with others to accomplish Unit and Agency goals. • Readily shares relevant information, knowledge, and ideas with team members when appropriate. • Ensures others are kept informed when necessary and involves the appropriate individuals in key decisions

when needed. • Follows through with commitments to the team and can be relied upon to complete own responsibilities

Does Not Meet Expectations Meets Expectations Exceeds Expectations Speaks to others in a disrespectful or curt tone or voice; shows difficulty working with or getting along with others.

Uses a respectful, courteous tone of voice when communicating and maintains an effective working relationship with coworkers and colleagues.

Builds strong relationships with others consistently; overcomes interpersonal challenges or differences of opinion to enhance productivity within a team.

Does not follow through on commitments to others or takes actions that inhibit others from completing work effectively.

Works collaboratively and shares responsibilities with coworkers when appropriate to accomplish unit and group goals; supports unit and group mission with a positive attitude and takes responsibility for work outcomes.

Takes initiative to promote better cooperation among the team; helps keep team morale up, and is always willing to help, rotate, and share responsibilities with others; motivates, encourages and helps cultivate a team environment that is friendly and cohesive.

Fails to keep others informed of important information that impacts their work.

Shares important information that impacts others’ work in a timely manner.

Proactively seeks out and shares and thoroughly explains information and resources that can help coworkers.

Declines or continues with his/her own tasks when asked to help others on higher priority problems; rarely if ever participates on work groups, teams or unit wide projects.

When asked, helps and provides assistance to others or participates on work groups, teams, or unit-wide projects.

Recognizes when others are struggling, or consistently takes the initiative to ask if others need help, support, or assistance; volunteers to participate on work groups, teams, or unit-wide projects.

Over-relies on others to accomplish his/her work, and/or leaves work for others to complete that he/she could have accomplished.

Generally completes his/her workload in a group; does not over-rely on others for assistance or frequently need others to help complete his/her responsibilities.

Manages workload and finds efficiencies, takes extra initiative, and uses time well so that he/she is also available to support others when needed.

Rarely expresses appreciation, does not acknowledge others’ contributions, or fails to share credit with others when appropriate.

Generally expresses appreciation, acknowledges others’ contributions, and/or shares credit with others.

Frequently expresses appreciation, gives credit to others, and promotes others’ contributions to the work team.

Customer Service Orientation

• Is helpful and responsive to relevant internal (e.g., individuals who call the office, other Agency staff) and/or external (e.g., outside agency personnel, defendants) customers or stakeholders.

• Solicits and/or incorporates internal and external customer feedback if appropriate. • Demonstrates sound judgment within established guidelines to resolve customer-related problems.• Treats customers courteously and attempts to respond to their needs in a timely manner. • Builds relationships with other agencies and partners and uses these resources efficiently and effectively

to achieve objectives. • Shares information with other agencies when appropriate and responds promptly, thoughtfully and

thoroughly to other agencies’ requests or needs.

Does Not Meet Expectations Meets Expectations Exceeds Expectations At times, speaks to customers in a disrespectful or unprofessional tone or voice that makes the situation worse.

Uses respectful and courteous tone and language when communicating with customers; remains professional in situations that require him/her to be more directive with customers.

Provides assistance to others on how to interact with customers respectfully; helps solve difficult customer problems when appropriate so that problems are resolved at the lowest level possible.

Fails to take sufficient initiative to meet or follow up on customers’ requests or needs, or goes outside of accepted PSA or unit standards and regulations when responding to customers.

Researches problems and provides customers with the information, services, answers, or work that they request on time and within unit or PSA guidelines.

Goes beyond customers’ stated requests to independently identify additional information or actions that may be beneficial, and works to deliver those; regularly balances customer and Agency goals and provides service that exceeds customers’ expectations.

Does not take notes of or respond to customer feedback or complaints; does not communicate complaints to appropriate personnel.

Listens openly to customers’ feedback and complaints, notes the feedback when appropriate, and refers to the appropriate person.

Uses customers’ suggestions or feedback, when appropriate, to suggest or implement improvements to services or products.

Fails to provide information that customers need, or denies their request without appropriate explanation or clarification.

Gives customers the information that they need; offers relevant reason or policy when denying customers’ requests.

Asks questions to understand customers’ complaints or requests; explains reasons for decisions, rules, and actions, yet also looks for possible alternative solutions to meet same needs.

At time, fails to identify the right resources or build rapport to obtain information needed from external agencies or partners.

Identifies the right agency or partner to contact and builds rapport with individuals at outside agencies to obtain information or solve problems effectively.

Builds a network of relationships with key contacts at outside agencies and uses contacts effectively to obtain information; helps others obtain information or build professional networks.

Fails to follow through consistently with requests from other agencies; his/her response is not complete or timely.

Shares appropriate information with other agencies in a timely manner as requested.

Takes initiative to help individuals at other agencies and offers additional information or suggestions to help them better resolve a problem or question.

Initiative

• Takes appropriate levels of independent action to identify opportunities, solve problems, and/or complete work.

• Provides feedback on procedures and offers suggestions and ideas for change. • Seeks assistance when encountering difficult situations and asks for help at appropriate times.• Shows perseverance in achieving objectives; stays focused and persistent and remains committed to

objectives despite obstacles.• Maintains a positive outlook and stays motivated when dealing with difficult individuals/situations or when

things do not go as planned or recommended.

Does Not Meet Expectations Meets Expectations Exceeds Expectations Waits for others to provide direction, give instructions, ask for help, or assign a task, before taking action on some day-to-day responsibilities; does not act independently at the appropriate times.

Does not require constant direction to complete his/her routine responsibilities; does what is expected of him/her on the job without having to be asked.

Readily takes on both routine and challenging assignments without having to be asked; does more than is expected; identifies what needs to be done and does it.

Misses opportunities to suggest improvements to processes or procedures, provide feedback on operations and performance, or take on responsibility for helping to improve the team’s or unit’s performance

When asked, provides improvement ideas or suggests ways to change and streamline procedures and processes.

Proactively identifies opportunities to improve, streamline, or change individual or unit-level procedures or systems, and proactively suggests specific ways to improve them; takes on extra responsibility to improve a work process.

Does not seek assistance with unusual or difficult situations, when it would be appropriate to do so.

When appropriate, seeks assistance from others to address unusual or difficult challenges.

Proactively seeks input from others who may be able to provide an important perspective; takes advantage of opportunities to involve others in solving systemic problems or preventing problems from occurring when possible

Often points out work-related problems without taking initiative to identify a solution when he/she could.

Often identifies a problem and offers a possible alternative or solution when feasible; may ask a supervisor for input or to identify the best option.

Proactively identifies problems and offers multiple possible solutions to resolve them; researches to recommend an ideal best solution for the situation; sometimes creates plans for implementation.

Shows frustration/pessimism, loses motivation, or tends to quickly give up on a task when encountering obstacles or setbacks; makes excuses or fails to take appropriate initiative to overcome challenges and ensure timeliness and quality of work.

Remains optimistic and shows minimal frustration despite day-to-day challenges or changes; takes some effort to overcome a setback or challenge when possible to ensure timeliness and quality of work.

Consistently stays focused, motivated, and positive despite difficult obstacles and challenges; overcomes challenges or constraints with resourcefulness, perseverance, or considerable effort.

Does not accept appropriate responsibility for missed deadlines, mistakes, or performance/quality problems.

Takes appropriate responsibility for mistakes, performance/quality issues, or missed deadlines when they occur and avoids making similar mistakes in the future.

Holds self accountable for mistakes, performance issues, or missed deadlines, and shows initiative to develop skill or adjust approaches to avoid recurrences and enhance performance.

Conscientiousness

• Makes and honors commitments; follows through consistently.• Attends to important details.• Stays on top of activities to ensure appropriate and timely follow through.• Produces work that meets Unit objectives, Agency standards, and/or customer expectations.• Follows policies, procedures, guidelines, rules and regulations, including Management Instructions or

directives and safety procedures and protocols.• Recognizes situations that may require flexibility or a modification of an existing procedure, and seeks

approval for changes at the appropriate times.

Does Not Meet Expectations Meets Expectations Exceeds Expectations Fails to follow through consistently with commitments; may take more time than allocated to complete work assignments or miss critical deadlines.

Generally follows through with commitments; gets work done within the allotted time frame, and keeps others informed of progress or potential problems when appropriate.

Frequently exceeds others’ expectations for follow through; completes work ahead of deadlines and makes adjustments or shows extra initiative to ensure commitments are met when necessary.

Work contains critical or considerable errors or omissions of basic, key details at times.

Completes most work with minimal or no errors and omissions.

Details of work are consistently complete, accurate, and thorough; provides more relevant information and explanation than what is specifically required.

Produces work or makes decisions that are not consistent with relevant policies, procedures, guidelines, rules or regulations at times; fails to learn or implement new directives.

Produces work that generally follows standards, policies, procedures, guidelines, and rules and regulations; learns and applies new directives effectively.

Takes independent initiative to research and learn more about policies or regulations or seek other perspectives to ensure work, decisions, and recommendations are compliant even in unusual or complex situations.

Does not consistently apply safety principles and practices to ensure the safety of his/her work environment; acts in an unsafe manner at times or rarely intervenes to diffuse situations.

Takes and applies safety training to ensure he/she performs work in a safe manner.

Acts quickly to remove or avoid conditions that cause potential for safety concerns; independently intervenes to diffuse unsafe situations and or deescalate interactions with belligerent, upset, or hostile individuals.

May not provide input when a procedure needs to be modified to accomplish a task; sticks with an existing procedure that is causing timeliness and/or quality problems without making suggestions for improvement.

When asked, provides input into modifying a procedure, rule, or policy after having encountered an obstacle or problem.

Proactively identifies situations ahead of time that may require modification or improvement of a procedure, rule, or policy in order to ensure task completion.

Planning and Organizing

• Collects, organizes, and manages records or files efficiently, completely, and promptly. • Effectively and efficiently utilizes the time available within the standard workday to organize, prioritize and

accomplish day-to-day job duties.• Prioritizes work appropriately according to task urgency and importance and reprioritizes tasks as

necessary. • Balances multiple priorities and assignments simultaneously. • Ensures individual activities receive appropriate attention to quality/timeliness when completing multiple

tasks at the same time.

Does Not Meet Expectations Meets Expectations Exceeds Expectations Files or records are incomplete, confusing, or fail to meet required standards.

Generally meets required standards for maintaining files or records.

Keeps detailed, complete, up to date information in files or records consistently; organizes records in a way that enables others to easily find information.

Misses deadlines that are within his/her control.

Generally meets deadlines that are within his/her control.

Work is exceptionally well organized and frequently completed ahead of schedule as a result.

Does not maintain a steady work pace, and workload becomes significant at times as a result.

Works at a steady pace to complete daily priorities.

Restructures work, proactively researches information, or suggests changes to work processes that maximize productivity and efficiency.

Does not prioritize tasks effectively; may fail to handle the high priority items with appropriate sense of urgency.

Generally makes the right decisions about work priorities to ensure the highest priority issues are handled first.

Prioritizes accurately, works efficiently, gets work done ahead of schedule, and as a result is often available to provide others with assistance with unexpected, urgent issues.

Works on activities one at a time, and fails to complete some items that should be addressed as a result.

Balances multiple activities when necessary and tracks items to ensure completion of time-sensitive items.

Proactively develops organizing processes that enable him/her to manage numerous priorities simultaneously.

Critical Thinking and Problem Solving

• Exercises sound judgment across situations, integrating information and assessing relevant input and data to respond to questions and make appropriate decisions based on available information.

• Considers potential consequences of a course of action prior to making a decision. • Seeks input or approval from others when necessary. • Collects relevant data, asks probing questions, and secures additional information in order to understand

a problem or situation. • Generates viable solutions to problems.

Does Not Meet Expectations Meets Expectations Exceeds Expectations Asks the same question repeatedly at times; fails to learn from experiences and apply to new situations.

Solves routine problems and learns from experiences to apply to future situations.

Integrates complex data and information, identifies viable solutions, and solves challenging or unusual problems effectively with limited guidance from others.

Over relies on others to solve problems that he/she should be able to solve.

Solves day-to-day problems without unnecessary oversight from others; asks for input to solve problems at the appropriate times.

Drives ideal solutions to challenging problems based on a thorough analysis of complex information and considerable professional expertise, even under pressure.

Fails to ask key questions or does not collect basic facts and information necessary to effectively solve a problem.

Collects the basic information needed to solve day-to- day problems effectively and completely; generally offers a viable solution to a typical problem.

Takes initiative to thoroughly research a situation, asks probing questions to uncover less obvious issues or problems, and secures information to generate alternatives and effective solutions across a wide range of circumstances.

Decisions are at times inconsistent with relevant policies and procedures, or not well thought out with available information about a situation.

Makes decisions in routine situations that are logical and consistent with relevant policies and procedures; seeks approval at the appropriate times.

Thinks through multiple alternatives, and/or considers potential long or short-term consequences of each course of action to make important or unusual decisions; serves as a resource to help others with problem solving and decision making and is considered to be an expert on the subject matter.

Adaptability

• Continually develops relevant Agency and/or professional knowledge and skill. • Listens to and learns from constructive feedback from others. • Demonstrates openness and willingness to apply new ways of performing tasks to enhance productivity. • Adapts approach and/or demeanor to varying work situations and individuals.• Shows a calm and composed demeanor in stressful, challenging, threatening, or difficult situations. • Keeps situations and relationships professional and objective. • Deals constructively with demanding schedules, workloads, and pressures.

Does Not Meet Expectations Meets Expectations Exceeds Expectations Does not meet continuing education requirements; or fails to develop relevant Agency or professional knowledge and skill.

Meets continuing education requirements, takes required classes, and keeps required certifications current if applicable.

Seeks out additional training or learning opportunities that may not be required but may improve his/her knowledge, skills, or abilities to enhance the effectiveness of PSA.

Becomes overly defensive or fails to acknowledge/incorporate constructive performance feedback.

Listens to and acknowledges constructive feedback and takes steps to make improvements.

Proactively asks for feedback, listens without becoming defensive, asks for clarification, and takes considerable initiative to respond to constructive feedback from others.

Fails to incorporate training concepts or new technologies, tools, or directives/procedures effectively into day-to-day work.

Incorporates what he or she learns from training into work; embraces new technologies, tools, or directives/procedures readily.

Takes independent initiative to better understand a training concept, new initiative, or directive/procedure and serves as a resource to help others effectively implement changes or develop new skills.

Has difficulty understanding or adapting to certain types of individuals, situations, or changes in the organization.

Is open to change initiated by the Agency and shows some flexibility in approaches to work at the appropriate times.

Readily embraces and expresses enthusiasm regarding change initiatives in the organization; adjusts approaches to work readily to maximize effectiveness in challenging or unique situations.

Loses composure in or responds unpredictably to stressful, challenging, threatening, or difficult situations; fails to actively manage his/her stress or reactions to pressure.

Generally stays calm, composed, constructive, and professional in stressful, challenging, threatening, or difficult situations.

Takes steps to de-escalate tense situations by remaining calm and avoiding negative responses; is proactive in managing situations and personal triggers to minimize stress or emotionality when possible; recognizes situations that have become extremely volatile and takes appropriate action.

Reacts negatively to demanding workloads or changes in schedules, priorities, or assignments (e.g., does not adjust schedule effectively; misses deadlines).

Responds in a constructive manner when workloads are demanding or priorities, schedules, or assignments change (e.g., reprioritizes work; seeks additional resources).

Identifies opportunities to be more efficient and productive when workloads are demanding; readily changes priorities and takes extra initiative to adjust successfully to changing priorities.

Communication

• Speaks clearly and concisely conveying information effectively in both group and one-on-one situations. • Adjusts communication style and approach as necessary based on the audience’s non-verbal cues, level

of expertise, understanding, or perspective. • Simplifies complex information so that others clearly understand key messages. • Listens openly, attentively, and patiently. • Applies appropriate communication strategies with each individual and situation to motivate commitment

or influence outcomes when needed.• Writes clearly and concisely. Written communications utilize correct grammar, sentence structure and

spelling, and are generally free of errors. • Adjusts writing style based on the type of document being produced or the audience receiving

information. • Accurately interprets written information and understands words, language, acronyms and/or terminology

associated with internal and external Agencies with whom he/she interacts (e.g., mental health, substance abuse, criminal justice, court system, social services, presentence investigations, Parole and Probation, relevant community organizations).

Does Not Meet Expectations Meets Expectations Exceeds Expectations Fails to effectively deliver a clear, understandable verbal explanation or message; may ramble, present incomplete, overly technical, or disorganized information, or fails to present important details.

Delivers a clear, understandable verbal message in typical interactions and situations; offers important information and generally stays on point; generally delivers information that is at the right level for a given audience.

Thinks quickly on his/her feet, adjusts communication style to the audience, and generates convincing and impactful verbal responses; displays confidence presenting information to difficult or larger audiences (e.g., courtroom settings); is consistently convincing and professional in his/her delivery style.

Verbal delivery of information lacks enthusiasm at times; may use minimal body language, or voice inflection, or fail to speak with appropriate volume/projection.

Generally uses effective volume, some voice inflection and appropriate non-verbal behaviors (e.g., facial expression, eye contact) for a given audience.

Engages others through a persuasive delivery style when communicating; speaks with conviction and enthusiasm, strong voice projection, and very effective non-verbal behaviors and tone.

Interrupts others or fails to listen to, learn from or acknowledge others’ points at the appropriate times.

Listens to others and acknowledges their point of view; modifies his/her thinking, position, or decision based on new information gathered from others when appropriate.

Actively listens to others, asking clarifying questions, summarizing their perspectives, and ensuring mutual understanding or finding optimal solutions to disagreements when appropriate.

Tells others a position without providing logical supporting data needed to motivate or influence others at the appropriate times.

Provides information that supports an approach when attempting to influence; answers questions tactfully and enforces requirements at the appropriate times.

Provides multiple, logical arguments with sound rationale to support a recommendation or course of action; tailors approach to leverage points of an audience to maximize impact. .

Tends to write in the same manner across different types of documents that call for different styles; writing is disorganized and is difficult to follow.

Written reports are well organized and formatted correctly; varies level of detail and writing style depending on the type of document being produced.

Consistently provides thorough detailed information or examples, analogies, or numerical data to clarify and illustrate key written messages or influence others; chooses optimal writing style and approach for the type of document produced.

Written work contains several grammatical and/or spelling errors, awkward phrasing, inaccurate or incomplete information, and/or structure mistakes (e.g., run-on sentences).

Written reports contain minimal grammatical and/or spelling errors, clear phrasing, and correct sentence structure; reports are filled out accurately.

Produces error-free, complete, and accurate written work that is easy to follow, read, and comprehend; provides reviews or guidance of others’ written work when asked.

Is not familiar with routine words, relevant acronyms, and/or terminology relevant to the job (e.g., those frequently seen in documents or on-line searches).

Knows and correctly interprets basic words, relevant acronyms, and/or terminology typically found in information from internal and external Agencies with whom he/she interacts; can read and interpret basic reports and information he/she encounters frequently.

Knows at a detailed level some words, language, relevant acronyms, or terminology associated with internal and external Agencies with whom he/she interacts; helps others interpret written information at times.