The Johns Hopkins University Administrative Competency Dictionary

The Johns Hopkins University Administrative Competency Dictionary

Customer Focus Interpersonal Savvy

Decision Making Planning

Functional/Technical Skills Priority Setting

Informing Time Management

Integrity and Trust

 The Johns Hopkins University Administrative Competency Dictionary

Customer Focus
Establishes and maintains effective relationships with customers and gains their trust and respect.

Dependent contributor Independent contributor Contributes through others

• Demonstrates that customer service is a • Interacts regularly with customers and • Provides and ensures superior customer
priority. colleagues to gain feedback and discover service for colleagues, customers, faculty
• Responds to colleagues, customers, ways to improve services. and staff.
faculty, and staff requests/needs in a • Acts with stakeholders in mind and • Establishes and nurtures relationships
timely manner. considers customer service to be of with stakeholders, regularly inviting
• Establishes effective relationships with paramount importance. feedback and suggestions.
customers. • Dedicated to measurable service • Models respect for all customers.
• Gains trust and respect of internal excellence. • Coaches to provide exceptional service.
customers.
• Consistently and promptly follows up on
inquiries and requests.

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 The Johns Hopkins University Administrative Competency Dictionary

Decision Making
Makes high quality, timely decisions that are compliant with legal and university policy.

Dependent contributor Independent contributor Contributes through others

• Uses process management, rules, • Processes and applies analytical skills. • Considers a number of solutions and
procedures, and policies as a guideline for • Takes time to investigate, analyze data offers clients more than one approach.
decision making. and compare options and results. • Takes efficiency and effectiveness into
• Demonstrates technical competency • Is inclusive of key stakeholders when consideration.
when making decisions. making decisions. • Helps clients understand underlying
• Understands when a decision needs to be • Understands department needs and factors and potential results/impact.
moved to the next level. culture in order to provide appropriate • Encourages and values feedback and
• Recognizes need for additional recommendations. input before decision is made.
information and asks pertinent questions. • Make decisions with reasonable caution • Effectively manages outcomes of
• Demonstrates credibility and trust. and sound judgment. decisions.
• Is viewed as a subject matter expert.

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 The Johns Hopkins University Administrative Competency Dictionary

Functional/Technical Skills
Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Dependent contributor Independent contributor Contributes through others

• Uses the functional and technical • Independently applies functional or • Applies advanced functional or
knowledge and skills to perform the technical knowledge in order to do technical knowledge to perform the
job well. the job well. job well.
• Chooses appropriate tools or • Has the capability and knowledge • Consistently selects, combines tools
technology for the task. base to share technical skills with or technology to accomplish tasks.
• Seeks training for development. others. • Serves as a resource to others for
expertise and knowledge.

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 The Johns Hopkins University Administrative Competency Dictionary

Informing
Provides faculty and staff information so they can make accurate decisions.

Dependent contributor Independent contributor Contributes through others

• Shares information with colleagues, • Evaluates and shares information with • Develops and presents complex
customers, faculty and staff in a colleagues, customers, faculty and staff information to colleagues, customers,
timely manner. in a timely manner. faculty and staff in a timely manner.
• Provides colleagues, customers, faculty, • Based on understanding of department • Leverages a variety of communication
and staff with information so they can goals and priorities, provides colleagues, tools (i.e. meetings, presentations,
make accurate decisions. customers, faculty and staff with reports) to ensure colleagues, customers,
• Seeks knowledge and asks confirming appropriate information so they can make faculty and staff have appropriate
questions. accurate decisions. information so they can make accurate
• Informs appropriate individuals in a decisions.
timely manner about work issues.

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 The Johns Hopkins University Administrative Competency Dictionary

Integrity and Trust

Is seen as a direct, truthful individual and can present the truth in an appropriate and helpful manner in adherence to ethical principles and
University Values.

Dependent contributor Independent contributor Contributes through others

• Protects confidential information. • Protects confidential information. • Protects confidential information.

• Demonstrates credibility and integrity in • Presents oneself in a professional manner • Fosters consistent behavior of trust and
working towards the common good. to maintain image and credibility. integrity.
• Presents the straightforward truth in an • Consistently follows through on • Credits others for their contributions.
appropriate and helpful manner. commitments. • Creates a work environment that
• Does not misrepresent self for personal • Shares credit with others. encourages staff to practice respect,
gain. • Demonstrates behaviors that are demonstrate open communication and
• Adheres to standards of ethical conduct consistent with standards for promote accountability.
and compliance. professional and ethical conduct.
• Maintains confidentiality of sensitive
information.
• Admits mistakes and accepts
responsibility.
• Honors commitments.
• Interacts with others in ways that gives
them confidence in the organization and
in one’s intention.

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 The Johns Hopkins University Administrative Competency Dictionary

Interpersonal Savvy
Relates easily to faculty and staff through building constructive and effective professional relationships.

Dependent contributor Independent contributor Contributes through others

• Relates well to colleagues, • Builds constructive professional • Uses various techniques to diffuse
customers, faculty and staff. relationships with colleagues, escalated situations and put others at
• Creates a warm and welcoming customers, faculty, and staff. ease.
environment for others. • Diffuses situations and puts others at • Demonstrates ability to hold difficult
• Builds strong professional ease. conversations as appropriate.
relationships with others inside work • Demonstrates respect, patience, and • Fosters an environment that
unit/area. consideration when dealing with generates acceptance and goodwill
• Uses tact to diffuse situations as others. toward colleagues, customers,
appropriate. faculty, and staff.

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 The Johns Hopkins University Administrative Competency Dictionary

Planning
Has the ability to accurately determine the length and difficulty of tasks and projects, sets objectives and goals and breaks down work into
process steps.

Dependent contributor Independent contributor Contributes through others

In collaboration with supervisor: • Plans and organizes projects and tasks • Develops policies and procedures for
• Evaluates length and difficulty of tasks for self, as well as for the department or department or area operations.
and projects in collaboration with area. • Designs methods of implementing plans
supervisor. • Sets clear, realistic, time-bound and for measuring success.
• Sets clear, realistic and time-bound measurable goals. • Creates plan for communication to
objectives and goals. • Identifies and resolves possible include university/school/department’s
• Breaks down work into the process of roadblocks. mission, vision, values and goals.
steps. • Develops alternative methods for • Anticipates situations that may impact
• Understands priorities and appropriately redirecting tasks to ensure objectives are projects and plans for the unexpected.
develops schedules and timelines. met.
• Is respectful of other people’s time and
resources.

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 The Johns Hopkins University Administrative Competency Dictionary

Priority Setting
Creates focus by identifying the critical tasks that need to be addressed in accomplishing the goal.

Dependent contributor Independent contributor Contributes through others

• Focuses on critical tasks, and plans for • Organizes resources to perform complex • Designs plans for completing multiple
those less important. tasks and guides activities efficiently. complex projects for department/area.
• Is cognizant of others’ time. • Foresees roadblocks in accomplishing • Clearly communicates expectations for
• Understands goals and plans time to goals and prepares creative alternatives. the completion of the tasks involved.
accomplish them. • Proactively coordinates department/area • Anticipates roadblocks, trends, and
• Collaborates with others to efficiently operational activities. diversions and addresses as appropriate.
coordinate efforts.
• Consistently spends time on most
important tasks.

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 The Johns Hopkins University Administrative Competency Dictionary

Time Management
Uses his/her time effectively and efficiently and concentrates on the tasks that have greater priority.

Dependent contributor Independent contributor Contributes through others

• Concentrates efforts on priorities. • Concentrates efforts on the most • Is an expert on efficient use of time and
• Uses time effectively and efficiently. important priorities. effort of self and others.
• Able to adapt when plans and priorities • Can handle multiple tasks at once. • Thoughtfully plans schedule.
change. • Looks ahead and doesn’t get distracted • Skillfully discriminates between the
• Can balance multiple tasks at once. by immediate tasks at hand. urgent and the important while
• Effectively balances immediate and accommodating a broad time frame.
longer term tasks.

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