Personal Leadership Serving Customers Managing Resources Leadership Serving Customers Serving Customers Managing Resources Managing Resources Working for Warwickshire – Managers’ Competency Framework Delivering Services Delivering Services Delivering Services Developing People Developing People Developing Self Role Specific Role Specific Role Specific Managers All Staff Managers All Staff WARWICKSHIRE VALUES Working Together Listening to People Openness and Honesty Aiming for Excellence Caring and Supporting Fairness

Managers’ Competencies Behavioural IndicatorsKnowledge and SkillsSuggested Learning and Development LEADERSHIP Communicates clear strategic direction with enthusiasm, empowering others to take action and recognising their achievements Self Assessment Use in context of requirement of role Rarely demonstrated Sometimes demonstrated Often demonstrated Consistently demonstrated Is a role model who demonstrates the Warwickshire values Takes responsibility, accountability and ownership of the service Communicates a compelling view of the future Implements corporate decisions with energy and commitment Demonstrates a positive approach to work, leading by example Takes measured risks and acts decisively Has trust in employees’ capabilities and involves them through effective delegation Recognises achievement and celebrates success Drives the organisation to confidently embrace change Maintains a resilience and focus under pressure and unexpected circumstances Manages time well to meet competing priorities Adapts quickly and flexibly to new demands and change Communication, written and verbal Interpersonal Decision making Mentoring Coaching Delegating Inspiring Commercial skills Business analysis Networking Risk Management Presentation skills Political awareness Team working/building Talent management Managing change Developing resilience Time management Equality and Diversity Emotional intelligence, self- awareness, relationship management Feedback Facilitation Skills Modern and Flexible working Advice and Guidance Intranet Policies/Procedures WCC Values Development Opportunities WILMa Corporate Training Brochure Corporate Training Calendar Mindtools Menu

Managers’ Competencies Behavioural IndicatorsKnowledge and SkillsSuggested Learning and Development LEADERSHIP Communicates clear strategic direction with enthusiasm empowering others to take action and recognising their achievements Presents information, opinions and decisions in a clear, concise and convincing way Communicates with enthusiasm, conveying messages in an appropriate and timely manner Is politically and commercially aware to identify opportunities or risks, initiating appropriate service response Demonstrates and encourages open, flexible and innovative thinking Menu

Managers’ Competencies Behavioural IndicatorsKnowledge and SkillsSuggested Learning and Development DELIVERING SERVICES Translates organisational strategy into realistic and practical operation using best practice and innovation to meet customer needs. Self Assessment Use in context of requirement of role Rarely demonstrated Sometimes demonstrated Often demonstrated Consistently demonstrated Works with partners to achieve WCC objectives Delivers a service by translating strategic objectives into effective operational actions Regularly reviews the progress of work plans and projects and takes positive action when needed Recognises when decisions need to be made and takes realistic and practical actions Seeks and applies best practice appropriately from outside the organisation Continuously improves the way services are delivered through the effective use of innovation and technology Makes best use of flexible working arrangements to meet the needs of the service Adopts commercial thinking Negotiating Communication Interpersonal Problem solving Decision making Giving feedback Innovation/creativity Planning and organising Collaborating Social media Project management Marketing ICT Modern and flexible working Facilitation Skills Equality and Diversity Commercial Skills Advice and Guidance Intranet Policies/Procedures Development Opportunities WILMa Corporate Training Brochure Corporate Training Calendar Mindtools Menu

Managers’ Competencies Behavioural IndicatorsKnowledge and SkillsSuggested Learning and Development SERVING CUSTOMERS Takes positive action to understand customer needs and actively seeks feedback to inform service improvement within restraints of available resource. Self Assessment Use in context of Requirement of role Rarely demonstrated Sometimes demonstrated Often demonstrated Consistently demonstrated Responsible for implementing WCC Customer Care Charter and Standards Uses Customer Insight to shape and improve services Challenges and seeks improvement, even when levels of satisfaction are high Reviews working methods to implement effective change for the benefit of the customer. Responsible for dealing with customer engagements effectively, reflecting individual need Deals with enquiries decisively, promptly and objectively Manages customer expectations through effective communication Negotiating Communication Problem solving Decision making Assertiveness Challenging Giving feedback Meeting skills Innovation/creativity Handling resistance Objection handling Dealing with conflict Handling complaints Planning and organising Business analysis Networking Social media Presentation skills Marketing Political awareness Equality and Diversity ICT Modern and flexible working Advice and Guidance Intranet Policies/Procedures Customer Care Charter and StandardsCustomer Care Charter and Standards Development Opportunities WILMa Corporate Training Brochure Corporate Training Calendar Mindtools Menu

Managers’ Competencies Behavioural IndicatorsKnowledge and SkillsSuggested Learning and Development DEVELOPING PEOPLE Actively identifies, manages and develops the potential in self and others in line with organisational priorities. Self Assessment Use in context of requirement of role Rarely demonstrated Sometimes demonstrated Often demonstrated Consistently demonstrated Recognises and harnesses strengths in others to achieve positive solutions Plans learning and development to realise Return on Investment Values the sharing of knowledge and experience with others and applies the learning Uses delegation as a development tool to aid succession planning and talent management Uses recruitment and selection as an opportunity to bring in talent (skills, experience and potential) to enhance and improve services Respects confidentiality and treats employees fairly Empowers and supports people to work collaboratively across organisational boundaries Holds regular 1:1 meetings with employees and is available when needed. Aligns and prioritises learning and development with organisational priorities Continually invests time to develop teams and individuals for their current and future roles Facilitation Negotiating Communication Interpersonal Problem solving Decision making Assertiveness Mentoring Coaching Delegating Challenging Motivating self and others Giving feedback Meeting skills Handling resistance Objection handling Dealing with conflict Planning and organising Business planning Team working/building Performance management – getting the best out of people Talent management Managing change Equality and Diversity Emotion intelligence, self- awareness, relationship management Modern and flexible working Recruitment and Selection Advice and Guidance Intranet Policies/Procedures Development Opportunities WILMa Corporate Training Brochure Corporate Training Calendar Mindtools Menu

Manager’s Competencies Behavioural IndicatorsKnowledge and SkillsSuggested Learning and Development DEVELOPING PEOPLE Actively identifies, manages and develops the potential in self and others in line with organisational priorities. Seeks and acts on feedback to create own development plan Gives effective feedback to improve performance Manages people effectively to meet service needs Demonstrates a coaching style of leadership to improve performance Menu

Managers’ Competencies Behavioural IndicatorsKnowledge and SkillsSuggested Learning and Development MANAGING RESOURCES Plans and manages resources effectively in line with organisational policies and procedures to meet the changing needs of customers. Self Assessment Use in context of requirement of role Rarely demonstrated Sometimes demonstrated Often demonstrated Consistently demonstrated Plans and manages their service within budget and financial regulations. Understands and manages the operational impact of strategic changes on resources Plans resources and effectively develops service and teams Takes positive action and effectively negotiates Seeks ways to maximise resources Identifies and manages the cost of risk effectively Manages all projects and service developments using clear and appropriate project management structures and systems Understands the workload of their team and redistributes tasks when necessary. Uses management information as an improvement tool Ensures a safe and healthy working environment Minimises adverse effects of workplace stress Complies with legislation and corporate governance arrangements Facilitation Negotiating Communication Interpersonal Problem solving Decision making Meeting skills Innovation/creativity Planning and organising Business planning Business analysis Risk management Financial skills Report writing Presentation skills Project management Performance management – tracking performance targets/opportunities for investment Time management Managing stress Equality and Diversity ICT Modern and flexible working Advice and Guidance Intranet Policies/Procedures WCC Health and Safety PolicyWCC Health and Safety Policy Information Management WCC Financial Regulations Development Opportunities WILMa Corporate Training Brochure Corporate Training Calendar Mindtools Menu

Managers’ Competencies Behavioural IndicatorsKnowledge and SkillsSuggested Learning and Development MANAGING RESOURCES Plans and manages resources effectively in line with organisational policies and procedures to meet the changing needs of customers. Retains and manages information according to national and corporate guidelines Menu