Performance Compentencies

Accountability

Emphasizes ownership of work, goal orientation, and alignment with institutional priorities.

• Organizational Engagement: Act as a champion of the organization’s goals and values. Motivate others through clear communication and enthusiasm. Adapt leadership and behaviors to meet evolving organizational needs. To be exceptional, do the above plus consistently inspire and encourage others to embrace change, and challenge them to reach their high potential.
• Proactive Problem Solving: Anticipate challenges and take initiative to resolve them without being asked. Seek opportunities to improve processes and address future needs. Demonstrate persistence in overcoming obstacles. To be exceptional, do the above plus effectively identify and address risks, document successful process or procedural improvements, and implement sustainable, lasting solutions.
• Results-Oriented: Focus on achieving goals and objectives. Monitor progress, communicate results, and adapt approach as needed. Make sound decisions and take calculated risks to move initiatives forward. If escalation of concerns is necessary, provide full information and viable alternatives. To be exceptional, do the above plus drive high-impact results, react quickly to changes, and influence others to meet shared goals. 
• Strategic Alignment: Understand the department and university’s mission, vision, and strategic goals. Apply this understanding in daily work and decision-making. Support long-term objectives through intentional actions and initiatives. To be exceptional, do the above plus model strategic thinking and help others see the big picture, and continuously build on expertise in delivering results.

Compliance

Reflects commitment to policy, procedure, and safety standards.

• Health, Safety, and Risk Awareness: Promote and adhere to safety protocols. Identify risks and promptly report hazards.  Participate in training and encourage safe practices among peers. Build a culture of health, safety, and risk awareness. Maintain appropriate signage, equipment, and access. To be exceptional, do the above plus recommend implementable safety improvements, proactively anticipate risk impacts for continuity, and mentor others in health and safety. 
• Policy and Process Adherence: Understand and apply laws, policies, and procedures in daily work. Maintain accurate documentation, review work for compliance, and protect confidentiality as required. Seek clarification when policies evolve. Appropriately use resources, intellectual and real property, and security measures. To be exceptional, do the above plus serve as a resource for others, anticipate the impact of policy or process changes, and ensure compliance excellence.

Customer Focus

Prioritizes responsiveness, service excellence, and effective communication.

• Customer Service Excellence: Demonstrate respect, responsiveness, and professionalism when serving internal and external customers. Proactively identify and respond to relevant situations to meet customer needs. Build trust through consistent follow-up and service quality. To be exceptional, do the above plus consistently take extraordinary action to meet customer needs and suggest effective improvements to customer-facing processes. 
• Effective Communication: Clearly articulate ideas and necessary actions in written and verbal formats. Listen actively and respond appropriately to different audiences. Adjust communication style to foster understanding and collaboration. Maintain a positive and professional tone through words and non-verbals. To be exceptional, do the above plus coach colleagues on how to successfully handle difficult conversations. 
• Service Accuracy and Clarity: Ensure that information, policies, and services delivered are timely, accurate, and easy to understand. Seek feedback to improve communication clarity and service effectiveness. To be exceptional, do the above plus ensure that the other person is confident that their needs were heard, and apply relevant feedback to take action and improve processes.

Expertise

Focuses on knowledge, skill, innovation, and continuous improvement.

• Analytical Thinking and Innovation: Break down complex problems into manageable parts. Identify root causes, evaluate options, and implement effective solutions. Offer original ideas and connect concepts across functions. Actively look for improvements and efficiencies. To be exceptional, do the above plus remove barriers to involve cross-collaboration to refine ideas and account for calculated risks. 
• Execution and Dependability: Plan, organize, and prioritize work to meet deadlines with minimal supervision. Pay close attention to detail and follow through on commitments. Deliver high-quality, timely, and accurate results. Provide consistent updates to team and management. To be exceptional, do the above plus apply critical and innovative thinking to challenges and provide precise documentation. 
• Technical Expertise: Demonstrate strong technical knowledge and understanding of job-specific tasks. Continuously build and apply new skills. Serve as a resource to others. Learn and adapt quickly to new processes, tools, and technologies. Actively monitor trends. To be exceptional, do the above plus serve as a subject matter expert and mentor, and engage in sharing new knowledge in the field. 
• Time Management: Allocate time effectively across tasks and priorities. Meet deadlines consistently while balancing competing demands. Adjust workload and methods in response to changes or feedback. To be exceptional, do the above plus regularly complete required volume of work and more, ahead of established deadlines by proactively developing and applying contingency plans.

Integrity

Embodies ethics, university values, and professionalism.

• Ethical Behavior and Professionalism: Act with honesty, respect, and integrity in all situations. Align decisions and actions with university mission and values. Maintain confidentiality and build trust across the organization. Holds self and others accountable for ethical behavior and decisions. To be exceptional, do the above plus model ethical leadership and advocate for higher professional standards to ensure organizational integrity. 
• Live the Principles of Community: Demonstrate commitment to Virginia Tech’s Principles of Community by fostering a community that nurtures learning and growth for all. Treat all individuals with dignity and respect. Promote mutual respect and a sense of belonging in the workplace. To be exceptional, do the above plus lead efforts in respectfully listening, advocating, and leveraging an open and collaborative work environment to achieve common goals.

Leadership In Action

Demonstrates strengths-based leadership aligned with the Hokie Dozen while respecting and advancing the university mission and values.*
^{*Recommended for those in management}

• Data-Informed Decision Making: Gather and use data, research, and analysis to guide strategic decisions. Share insights transparently for effective change management. Translate insights into action with clear expectations and align outcomes with university priorities. Encourage a culture of evidence-based strategic thinking. Establish and evaluate to continuously improve. To be exceptional, do the above plus inspire others to use data effectively and improve outcomes through evidence-driven strategies. Implementation of decisions to increase efficiency, innovation, and success for the long-term. 
• Empower Others: Create effective opportunities for others to lead, grow, and succeed. Delegate effectively, hold others accountable, and coach with care. Build confidence in team members. Actively remove barriers to others’ success. Promote appropriate support and autonomy. Encourage learning and risk-taking. Develop a culture where others feel valued and heard. To be exceptional, do the above plus consistently develop future leaders by creating programs that maximize talent development. Motivate others to exceed expectations, engage in the university community, and to reach their potential.

Team-Oriented

Centers on collaboration, relationship building, and shared success.

• Adaptability and Flexibility: Adapt approach based on situational demands. Welcome change and support others through changes. Solicit and apply feedback for continuous improvement. To be exceptional, do the above plus proactively assist in change management efforts by educating others on change techniques. 
• Coach and Develop: Support others' career development through feedback, coaching, and learning opportunities. Encourage continuous learning and share expertise generously. To be exceptional, do the above plus create learning opportunities for self and others and apply new knowledge in innovative ways. 
• Collaboration and Teamwork: Build positive relationships and contribute meaningfully to group efforts. Share job knowledge and support colleagues' work. Ensure operational needs are met in absence. Help resolve conflicts and encourage a cooperative team environment. To be exceptional, do the above plus positively build team cohesion and consistently celebrate team success. 
• Interpersonal Effectiveness: Demonstrate empathy, respect, and professionalism in all interactions. Maintain composure under pressure and contribute to a positive work climate. Accept personal responsibility for actions. To be exceptional, do the above plus maintain trust and understanding, lead in stressful situations, and defuse conflict with tact and grace.