Keck USC competency performance statements – staff

The information below is for performance management at Keck Medicine of USC. Please also review the overall USC competency definitions.

Job knowledge and skills

Measures employee’s demonstrated job-relevant knowledge and essential skills. Also measured are the employee’s self-improvement efforts to enhance skills and knowledge and to stay current with changes affecting the job. Employee demonstrates respect for his/her environment by demeanor, actions, and personal appearance. Employee demonstrates vitality by being fully present and engages others. Employee is responsible for authentic communication with his/her colleagues, patients and their families. Employee ensures his/her timecard accurately and honestly reflects time for each pay period.

  • Below Expectations – Consistently demonstrates a lack of basic job knowledge and/or skills to perform job. Rarely takes advantage of available skill enhancement or training opportunities. Often is resistant to changing requirements. Not compliant with required training sessions and may also be delinquent in necessary certification/licensing required by law or governing body regulation.
  • Meets Some Expectations – Often demonstrates a lack of basic or sufficient job knowledge/skills to perform routine functions of the job. Occasionally is resistant to changing knowledge and/or skill requirements or processes, including opportunities for knowledge/skill enhancement. Does not grasp the inter-dependencies between his/her department and other departments. Takes no initiative to keep abreast of changes in industry or profession. Does not take classes to stay current on new procedures and requirements needed to function in job.
  • Meets Expectations – Work reflects adequate knowledge/skills for job. Individual has some knowledge of related work. Stays current with major changes affecting knowledge or skill. Accepts and embraces change. Has fairly good knowledge of how department functions fit with interrelated departments. Takes required classes and/or training to stay current on new procedures and requirements for the role. Holds the required and up-to-date certificates/licenses for position.
  • Exceeds Most Expectations – Work reflects thorough and current knowledge/ skill of job and impact on departmental activities/related resources. Uses opportunities to expand knowledge/skills, shares information with other staff members. Understands the critical issues affecting department and organization. Performs job well due to understanding how job performance affects departmental and organizational goals.
  • Exceeds Expectations – Possesses superior job skills and knowledge and effectively applies them to work assignments. Willingly mentors staff and shares knowledge. Seeks/applies innovative and relevant techniques. Possesses an in-depth knowledge of the critical issues, well beyond the job responsibilities, that affect the entire organization. Has a rare and extensive knowledge base enabling him/her to perform well above standards for the role. Understands all department purposes, objectives, practices, and procedures.

Productivity and quality of work

Measures work output and work habits. Employee plans, prioritizes and executes work while also dealing with unanticipated requests. Employee contributes to the achievement of organization goals and sets the standard for other employees (this skill exhibited by one employee can raise the bar for others and inspire higher levels of accomplishment and performance). Behaviors include accuracy/efficiency, timely completion of work assignments, attention to detail, volume of output, achievement of objectives, responsiveness, achievement of prescribed standards, ability to overcome obstacles, and maintenance of knowledge and proficiency relative to job requirements. Delivers quality health care or outcomes through uncompromising service excellence. Available and ready to help when asked. Shows compassion while building positive relationships with colleagues, patients and their families. Contributes to innovation through collegial collaboration.

  • Below Expectations – The amount and quality of work produced lags behind most other people. Misses deadlines by not finishing work. Productivity is lower than most people; produces less work than is expected and less than others in similar roles and departments. Work that is produced is frequently inaccurate and/or not complete. Does not regard productivity as a priority and may display disruptive and distracting behaviors. Work product often needs to be redone based on feedback of supervisor and/or co-workers. Disregards suggestions to assist in increasing productivity and output. Disorderly approach to work; fails to adequately prioritize work; easily gets diverted into less productive tasks. Does not consistently follow through on all tasks. Wastes energy and time due to being disorganized. Fails to meet minimum quality control standards. Needs to be closely supervised to produce minimally acceptable level of output. Does not work independently or without prompting from others.
  • Meets Some Expectations – The amount and quality of work is inconsistent and only acceptable and comparable to most people in a similar role some of the time. Some output expectations and deadlines are met; however, many are not. Work is sporadically accurate and complete. Could be more productive and tends to work hard but is not consistent. Quality may suffer and productivity frequently falls short. Can be productive at times but may also fail to adequately prioritize work. May easily become distracted by less productive tasks. Sporadically follows through on tasks. Typically does not meet quality of work standard. May initiate or participate in time-wasting activities on the job resulting in missed deadlines. Rarely completes assigned projects on time or up to quality standards. Is not self-motivated and only works consistently on projects with management reminders.
  • Meets Expectations – The amount and quality of work produced is acceptable and comparable to most people in similar role or similar departments. Most output expectations and deadlines are met and work is generally accurate and complete. Produces a solid quality and quantity of work. Reasonably productive and organized in setting appropriate objectives and managing time. Focuses on priorities to accomplish work in a timely manner. Usually well organized and able to handle unanticipated requests; follows through most of the time. Usually sees tasks through to completion without supervisory or management intervention. Meets quality control standards and contributes to a good work environment. Uses time productively.
  • Exceeds Most Expectations – The amount and quality of work produced occasionally is above expectations. Productivity is high and individual can assist others and take on additional tasks. Work is mostly accurate and complete. Is motivated to be highly productive and has steadily increased personal output. Quickly incorporates new knowledge to build and increase productivity. Willing to take on new and challenging tasks. Productive and efficient in planning and executing work. Accurately scopes out the work, creates efficient workflows and processes. Usually responds quickly to changing situations and stays on schedule; may also help others organize and plan. Sees most tasks through to completion without prompting from management. Usually produces work that meets a high level of quality. Shows enthusiasm for the job most of the time. Goes beyond job requirements to help others complete their tasks. Rarely procrastinates or delays taking on work at hand. Possesses a strong, solid work ethic.
  • Exceeds Expectations – The amount and quality of work produced is significantly above average. No matter how high output expectations are set, more is produced than expected. Frequently top in productivity, able to help others, and take on additional tasks. Work is typically accurate and complete. Always willing to “go the extra mile” to accomplish a task. Very productive and efficient in planning and executing work. Monitors own productivity and implements changes and upgrades as necessary. Accurately scopes out the work, creates efficient workflows and processes. Anticipates potential roadblocks and develops excellent contingency plans to achieve goals. Can quickly respond to changing situations, stay on schedule, and help others organize and plan. Sees every task through to completion with no management intervention. Never does less than his/her best. Approaches each task with enthusiasm and excitement. Does not leave work undone or incomplete. Finishes every task before the established deadline. Insists that each task be accomplished to the highest standard possible. Assists others to ensure every part of the job is done to standard. Pays very close attention to quality and eliminates errors or inaccuracies. Sets an excellent example for coworkers in accomplishing tasks and producing high quality work. Assists others in order to meet departmental or organizational goals.

Communication skills

Measures effectiveness of written, verbal and non-verbal communication; comprehension; ability to influence others; use of appropriate language, tone and structure; ability to elicit and accept feedback; willingness to consider others’ viewpoints and share ideas.

  • Below Expectations – Produces written work that always needs significant editing. Written work contains numerous grammatical and structural errors and many typographical errors. When speaking, takes too long to get to the main point of the conversation. Ignores or does not listen to others’ viewpoints or ideas in the work environment. Is silent during departmental meetings and/or daily huddles. Defers to others on the team to make presentations or lead discussions. Does not present well on the phone or during teleconferences. Fails to ask pertinent questions during group discussions. Routinely fails to meet standards for reports and/or written communications. Fails to exhibit effective verbal communication skills.
  • Meets Some Expectations – Written communication style can be difficult to understand. Sends unclear email messages that lack adequate detail and specificity. Does not listen carefully and often speaks without organizing thoughts. Verbal delivery tends to wander and roam without making concise points. Lacks effective listening skills. Does not produce clear, concise or effective reports or proposals. Produces written assignments with unacceptable grammatical and typographical errors.
  • Meets Expectations – Demonstrates confidence and comfort with writing projects. Is at ease and effective in communicating in front of a group. Prepares completely before making presentations. Can communicate with employees at all levels within the company. Is clear, concise, and informative when speaking or writing. Presents logical conclusions and solutions during presentations. Meets acceptable standards of clarity, conciseness, and effectiveness in reports, presentations, and other written communications.
  • Exceeds Most Expectations – Writes readable and concise material with the appropriate level of detail for the audience. Selects the appropriate writing style for different readers and situations. Written communications are to the point and carefully crafted. Written and verbal communications are clear and articulate. Shows conviction and confidence in making presentations. Organizes presentations so the audience can easily follow. Answers questions concisely and completely. Summarizes and concludes reports and written communications in a well stated and logical manner with clear next steps and actions.
  • Exceeds Expectations – Demonstrates clear, direct, and concise writing. Consistently creates outstanding reports and other documentation. Actively listens to others and thinks before speaking. Gives highly organized and effective presentations. Completely comfortable speaking to all levels within the organization. Senses when either more or less information is needed by an audience or individual. Delivers powerful and persuasive speeches and presentations. Effectively connects and engages with the audience making them enthusiastic listeners. Writing effectively and understandably conveys information. Responds to writing assignments quickly, completely, and effectively. Uses excellent grammar and punctuation in all written communications

Creativity, innovation and problem-solving

Measures ability to foster and support change, take informed risks, and implement successful outcomes that appropriately challenge the status quo. Employee creates new ways to accomplish goals. Thinks “outside the box” in devising new solutions to problems and more productive and efficient methods. Behaviors include critical thinking and analysis, effectiveness of solutions and actions, and achievement of appropriate outcomes. Working through the elements or details of a problem to reach a logical conclusion is a gauge of critical thinking skills.

  • Below Expectations – Is far more comfortable when things remain the same. Rarely challenges assumptions or the status quo and is unwilling to change thinking style, regardless of previous questionable decisions. Only takes on projects that can be handled with conventional thinking. Is unable to imagine how possible new procedures could work. Criticizes new ideas submitted by coworkers and stymies creativity in others. Does not develop problem-solving methods, even when asked to do so. Stonewalls attempts to introduce innovations. Frequently reaches the wrong conclusions and assumes incorrectly. Does not offer solutions of offers inadequate solutions. Has difficulty figuring out the root cause of problems. Uses poor judgment in solving problems, or employs problem-solving techniques that end up generating even more problems. Overlooks or underestimates problems until they’ve become major issues; analyzes minor issues and lets larger problems grow and remain unresolved. Can be paralyzed by the fear of making the wrong decision.
  • Meets Some Expectations – Overly satisfied with the status quo. Is afraid of making a wrong decision and regards unconventional thinking as too risky. Has negative expectations when engaged in thinking that is slightly different from the traditional approach or status quo. At the first sign of a problem, immediately reverts from creative thinking to overly structured thinking. Sticks closely to tried and true methods and procedures. Lacks imagination and is reluctant to venture into new territory. Does not consider how to streamline current processes. Fails to accept and implement innovations when they are presented. Spends too much time focusing on less important aspects of the job. Has not developed analytical skills necessary to evaluate options. Gets stumped on the more challenging problems and quickly moves on to others that are easier to solve. Generates average solutions to problems that could yield more positive results if approached more creatively. Focuses excessively on superficial issues, while overlooking the deeper cause of the problem. Identifies problems, but takes inadequate steps to resolve. Rushes through problems that require more thorough analysis. Is reluctant to make recommendations based on his/her findings.
  • Meets Expectations – When necessary avoids yesterday’s problem-solving strategies. Enjoys working on projects that require creative thinking and solutions. Uses excellent observation skills to find overlooked data that can offer new ways to solve problems.  Uses unconventional problem-solving style that yields better-than-average results. Occasionally offers creative solutions and ideas to reinvigorate old practices. Is open to considering new methods. Responds when asked to develop better procedures. Often offers workable solutions and uses good judgment in solving problems. Displays a broad range of appropriate analytical and problem-solving skills. Defines and understands problems before attempting to solve them. Creatively works around obstacles. Typically solves problems before they become a crisis.
  • Exceeds Most Expectations – Productively integrates people, processes, and systems that seemingly don’t go together. Can take concepts that are cast in stone and shatter, reshape, or redefine them to generate more productive ideas and solutions. Excludes seemingly essential components to open the door to a wider range of creative solutions. Is open to totally different ideas, assumptions, and strategies and isn’t afraid to make mistakes. Doesn’t give up in the face of others’ doubts. Brings new and fresh ideas and approaches to projects. Typically finds and focuses on the root cause of problems and offers creative solutions. Displays strong analytical and problem-solving skills and is a highly effective problem-solver from start to finish. Develops creative strategies when other employees are stuck. Is frequently consulted for problems that have stumped other employees. Creatively uses technology to solve problems.
  • Exceeds Expectations – Approaches problems with an open mind and without preconceived notions. Questions assumptions regarding the significance of each piece of data and reassesses the value of each. Looks at issues, questions, and dilemmas from every angle and generates entirely new ways to resolve them. Is unrestrained by traditional problem-solving approaches, strategies, or expectations. Generates productive outcomes by including unlikely people or resources in the problem-solving process. Brings fresh and new ideas to each project. Thinks “outside the box” when faced with challenges. Questions old routines and practices in order to foster more efficient and streamlined procedures, without prompting. Is constantly thinking about better ways to accomplish a task or project. Always offers ideas and suggestions to solve problems based on good information and sound judgment. Conducts research or seeks counsel of experts to gather information needed in making decisions. Uses an arsenal of creative strategies to consistently generate outstanding solutions to the most demanding problems. Focuses on solving problems, not on symptoms. Demonstrates powerful analytical skills that are applied to every stage of the problem-solving process. Establishes workable, prioritized, and highly effective problem-solving plans for each problem, instead of trying to solve them all instantly. Varies problem-solving style to meet the nature and demands of the problem itself. Approaches all problems with confidence and the expectation that solid and innovative solutions will be developed.

Collaboration and teamwork

Measures collegiality, productive team interaction, contribution to accomplishing group goals, cooperation with colleagues and/or patients and family members. Getting along with others and working in a cohesive and harmonious way to accomplish common goals is an essential skill for almost every employee.

  • Below Expectations – Does not cooperate and frequently criticizes others. Displays excessive negativity when working with other employees. Does not offer assistance and does not contribute to team goals or assignments; is not a team player. Lacks professionalism. Does not understand inter-dependencies of the job. Destroys team spirit with negative comments and/or disruptive behavior. Wastes time and energy of other team members, who may refuse to work with him/her.
  • Meets Some Expectations – Displays occasional negativity when working with others and rarely offers to help. Makes negative comments that affect working relationships and team building efforts. Resists team assignments and does not interact or share with other team members. Dismisses others’ ideas.
  • Meets Expectations – Maintains a good working relationship with co-workers and contributes to a productive team dynamic and completion of team goals. Gets along with colleagues. Displays a positive attitude and focuses on team goals; does not let obstacles and changes frustrate his/her efforts. Show respect to all team members.
  • Exceeds Most Expectations – Demonstrates “team player” and “team builder” behavior and views individual success as imperative to group or team success. Is typically direct, straightforward, honest and polite in all interactions. Works well with all colleagues and encourages open communication within the team. Insists on mutual respect for and by all team members.
  • Exceeds Expectations – Can always be counted on to help; never too busy to assist other employees when needed. Able to bring disparate groups of people together to help solve the problem. Excellent at rallying teams around a common goal or objective. Willing to do whatever it takes to complete a goal, including performing tasks that are not typically part of the job.

Adaptability and flexibility

Measures ability to make changes when circumstances, procedures, and policies change, and to work independently and show initiative.

  • Below Expectations – Usually needs direct supervision, even for mundane and everyday tasks. Lacks the ability to think independently or deal with unexpected situations. Does not make efficient use of time. Does not take initiative; misses opportunities to avert problems due to lack of initiative. Often calls on supervisor to make a decision before action is taken.
  • Meets Some Expectations – May become confused when confronted with unusual situations, or make poor decisions in response. Shows discomfort in taking initiative and is slow to act when faced with operational decisions. Lacks confidence to initiate new procedures.
  • Meets Expectations – Usually adjusts well to change. Maintains composure and logic even under stress. Shows some risk-taking ability to solve problems. Averts problems by taking preventive steps. Prefers acting within written job description duties, but sometimes takes initiative.
  • Exceeds Most Expectations – Usually independent and self-starting, requiring less support than most people. Sets priorities and adjusts them as needed when unexpected situations arise. Frequently averts problems by taking preventive steps. Demonstrates anticipation or problems and initiative in addressing them.
  • Exceeds Expectations – Independent, self-starting and requiring much less support than most people. Adapts to new systems and processes well and seeks out training to enhance knowledge, skills, and abilities. Intuitively understands when to ask questions and/or seek guidance. Anticipates and takes initiative to solve problems.

Dependability and reliability

Measures how employee actions match his/her verbal commitments. Dependability is essential to the efficient operation of – and good morale in – any department or organization.

  • Below Expectations – Is prone to excessive unscheduled absences. Frequently arrives late and/or leaves early. Cannot be relied upon to complete tasks and will leave for the day without completing assigned work. Drains department morale.
  • Meets Some Expectations – Occasionally calls in to work without prior approval, resulting in unscheduled absences. Sometimes arrives late and/or leaves early. Sometimes does not make sure all needed work is completed before leaving for the day. Cannot be counted on to deliver an acceptable level of work.
  • Meets Expectations – Rarely has unscheduled absences and usually arrives and/or leaves on time. Notifies supervisor well in advance of scheduling time off to allow for proper coverage.  Makes sure the work area is covered at all times during the day. Does not leave for the day until all needed work is completed. Can be relied upon to do what has been asked. Meets acceptable standards of accountability. Helps build department morale.
  • Exceeds Most Expectations – Almost never has unscheduled absences and rarely misses work without prior approval and appropriate notification. Overall has a good attendance record. Can be counted on to work overtime when necessary to finish important tasks without complaint. Always takes responsibility for his/her work product.
  • Exceeds Expectations – Never misses work without prior approval and appropriate notification. Employee has had no unscheduled absences and excellent attendance record. Always arrives on time and does not leave early. Can always be counted upon to get the job done and to deliver as promised. Takes complete responsibility for his/her work product. Works to keep department morale high.

Ethics and integrity

Measures how employee commits to personalizing the “KNOWN” Service Standards (Kind Greeting-Notice Needs-Own It-Wow Them-Next Steps).  Behaviors include honesty, fairness, commitment to Keck Medical Center of USC values, adherence to USC’s Code of Ethics, treating others with respect, maintaining confidentiality and appropriate data stewardship, and reporting ethical and/or policy violations. Employee holds self to the highest standards, and inspires others to exceed service standards as well. Shows compassion while building respectful positive relationships with colleagues, patients and families. Demonstrates understanding and empathy with both the joy and pain of others.

  • Below Expectations – Does not feel an obligation to keep confidential information private. Does not instill trust or encourage the sincere consideration of the privacy of others. Treats employees unfairly, which may lead to formal complaints. Does not lead by example and is personally unaware of how his/her actions affect others. Insensitive to others. May make decisions without consideration for fairness. Does not hold self accountable. Is not truthful.
  • Meets Some Expectations – May not feel an obligation to keep confidential information private. May not always instill trust or encourage the sincere consideration of the privacy of others.  May not lead by example and is personally unaware of how his/her actions affect others. Insensitive to others. May make decisions without consideration for fairness. Does not hold self accountable. Rarely gives the whole story and is inclined to bend the truth on occasion. Makes promises that cannot be kept in order to avoid conflict.
  • Meets Expectations – Is fully aware of standards, expectations, and values related to the position, including the obligation to keep confidential information private. Understands his/her role and the importance of equity and fairness within the workplace. Does not stray from the truth and is a person of his/her word. Makes sacrifices in order to keep commitments. Uses facts, figures, and data to support actions and conclusions.
  • Exceeds Most Expectations – Keeps confidential information private. Treats all employees in a fair and just manner. Listens carefully to co-worker concerns about fairness, and takes corrective action where warranted. Places importance on fair treatment of all and as a result enjoys a reputation for fairness. Establishes a high degree of personal trust and keeps his/her word. Regards honesty as a high priority in dealings with fellow employees.
  • Exceeds Expectations – Keeps confidential information private. Places a high premium on fair treatment of all employees and as a result enjoys a solid reputation for fairness. Is widely respected for his/her honesty and is regarded as totally credible by co-workers. Is above board, straightforward, and candid in communications with management, even when it means delivering less than favorable information.

Regulatory and compliance

Measures extent to which employee maintains required applicable licensure, certification, education, annual health screenings and other applicable hospital or job specific requirements (BLS, ACLS, CPI etc.). Behaviors include awareness of applicable university and Keck Medical Center of USC policies, laws and regulations and adherence to standards and requirements. Employee actively participates in department huddles and staff meetings.

  • Below Expectations – Is unaware of university and/or Keck Medical Center of USC policies, standards, and regulations. Is not up to date with assigned compliance-related items. Always requires follow-up and reminders from supervisor about compliance-related items. May have violated university and/or Keck Medical Center of USC policy or standards.
  • Meets Some Expectations – Does not always adhere to applicable policies and standards. Is not always up to date with assigned compliance-related items. At times requires follow-up and reminders from supervisor about compliance-related items.
  • Meets Expectations – Is aware of applicable university and Keck Medical Center of USC policies, standards, and regulations and adheres to those standards and regulations. Is up to date with compliance-related items requires little follow-up.
  • Exceeds Most Expectations – Is well aware of all applicable university and Keck Medical Center of USC policies, standards, and regulations and adheres to such to a high degree. Requires very little if any follow up regarding compliance-related items.
  • Exceeds Expectations – Requires no follow up to be compliant and up to date with all requirements. Holds self and others accountable for compliance and fully cooperates with governing bodies.