REQUIRED COMPETENCIES - SERVICE

Competency

Definition

Accountability

Taking responsibility for one's actions and work; accepting the consequences of one's behavior; admitting mistakes.

Communication

Presenting written and oral information in an accurate, clear, succinct, and understandable manner using correct grammar and logical flow of ideas; adapting communication style and tone to fit the situation and engage the audience.

Prioritization

Using time efficiently and productively; prioritizing multiple tasks properly to meet deadlines; recognizing time constraints and adjusting work schedule to address them.

Safety

Everyone: Complying with Infection Control policies and procedures, such as obtaining vaccinations, tuberculosis screening, practicing excellent Hand Hygiene and requiring others to do the same; attending all required CCHMC safety training; understanding MSDS for chemicals used; keeping walkways free of obstructions; taking actions that result in safety for me and those around me; and maintaining timely reporting of hazardous conditions and workplace injuries.

Patient Care Providers (Direct and Indirect):
Making a Personal Commitment to Safety; Peer Coaching/Checking, using Stop and Review, Resolve and Reassess when questions arise, Utilizing Independent Double Checking, practicing safe sharps handling, reporting all safety concerns. Consistently wearing appropriate personal protective equipment to guard against hazardous biological, chemical, or physical exposures.
Communicating Clearly as evidenced by using: SBAR, CCHMC “handoff process” when transferring pt. care responsibilities; Repeat Backs and Read Backs; Clarifying Questions, Sharing Mental Model, Closing the Loop.
Paying Attention to Detail; Practicing S.T.A.R.-stop, think, act and review, Stepping Back -- halting in the face of uncertainty, Using all Expected Safety Behaviors (ESB) & Error Prevention Techniques as needed.

Service

Identifying and understanding the needs and expectations of patients, families, and internal customers; accurately gauging how to satisfy these requirements by identifying effective solutions and alternatives, responding to emotional displays with tact and empathy, providing prompt service, and establishing boundaries for unreasonable requests.

Work Ethic

Consistently honoring promises, fulfilling obligations, and meeting deadlines; working hard to conscientiously and thoroughly complete work; pushing oneself to successfully continue working on a task in the face of obstacles or setbacks; working continuously and intensely over long periods of time.

ADDITIONAL COMPETENCIES - SERVICE

Competency

Definition

Achievement

Setting and accomplishing challenging goals; taking satisfaction and pride in producing high quality work and excelling in one's efforts.

Ambiguity Tolerance

Effectively handling uncertainty; creating structure and focus in the face of ambiguity; taking effective action without having complete understanding and knowledge of the total picture or all the facts.

Autonomy

Pursuing work with little supervision or assistance; directing one's own efforts.

Decision Making

Identifying the optimal solution using principles of evidence-based practice to integrate best practice, research, evidence, and job, organization, and/or industry expertise with the needs and requirements of the patient, family, and/or situation.

Detail Orientation

Meticulously keeping track of details without becoming overwhelmed by them; being exacting, precise, and accurate; spotting minor imperfections or errors and taking action to correct them.

Dialogue

Accurately identifying information which is relevant to others and sharing it with them or seeking it from them in a timely manner; gathering input from others and summarizing their perspectives; encouraging and modeling an open exchange of information among individuals or groups.

Energy

Being highly energetic; possessing great reserves of energy; having a bias for action; preferring a fast-paced work style.

Flexibility

Being open to change and considerable variety in work activities; effortlessly adjusting to new or changing situations and unexpected events; altering one's approach to tasks and projects with minimal loss of efficiency.

Focus

Concentrating on work without becoming bored or distracted; maintaining attention for long periods of time or when it is difficult to do so; maintaining efficiency when interrupted or switching between tasks.

Initiative

Challenging the status quo and seizing opportunities to enhance work processes and outcomes; voluntarily seeking new or extra responsibilities and challenges; going beyond what is expected; proactively delving into work without hesitation.

Memory

Accurately recalling previously learned material; using mnemonics and other techniques to memorize important information.

Passion

Displaying contagious enthusiasm for one's work; being excited to work; pursuing work with a sense of urgency and fervor.

Positive Outlook

Believing good things are likely to happen and that one's actions will result in positive outcomes; demonstrating optimism in all circumstances; avoiding cynicism and remaining hopeful; believing the best of people and one's circumstances; demonstrating satisfaction at work.

Professional Development

Attaining a higher level of relevant skill, ability, or knowledge through education, practice, or research; demonstrating a desire to learn; seeking feedback from others and opportunities to develop.

Relationship Management

Setting the stage for constructive relationships by being accessible, approachable, and interpersonally engaged; developing and sustaining meaningful and productive bonds with others based on mutual respect.

Social Perceptiveness

Accurately deciphering the underlying motives, feelings, needs, and intentions of others and predicting their behavior; correctly interpreting social cues.