Part I. Performance Criteria
Evaluation Criteria: 5 - Outstanding Performance: Performance is clearly far above an acceptable level and goes well beyond normal expectations. • Continually applies ever-increasing job knowledge/skills to address challenges and lead new initiatives. • Routinely seeks, accepts and achieves extraordinary success on additional responsibilities. • Contributes and leads innovative, workable solutions to projects/problems. • Accomplishes high work quality and productivity even amidst obstacles. • Demonstrates constant commitment to continuous improvement in customer service relationships. • Strongly exhibits positive leadership behavior which enhances co-workers'/workgroups’ performance. • Advice and counsel is regularly sought by work team members and others in the organization. 4 - Exceeds Expectations: Performance is noticeably better than required, and consistently exceeds expectations. • Customarily increases job knowledge/skills to accomplish objectives. Often seeks, accepts and achieves noteworthy success on additional responsibilities. • Actively supports and embraces changing situations and additional work assignments. • Regularly develops approaches and implements solutions to projects/problems. • Produces superior work quality and productivity beyond standards. • Regularly seeks/implements improvements in customer service relationships. • Strongly exhibits positive behavior, which promotes and influences cooperation from others. 3 - Meets Expectations: Performance meets standard requirements and is consistent with expectations. • Effectively applies and pursues opportunities to increase job knowledge/skills to complete objectives. • Demonstrates pro-active problem solving to improve and/or adjust work processes. • Produces results dependably, on time and accurately. • Effectively meets the needs of customer service relationships. Exhibits expected workplace courtesy and respect. Behavior positively influences working relationships. • Displays regular attendance to meet organizational needs.
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2 - Needs Improvement: Performance does not meet standard requirements and shows a noticeable need for improvement. A corrective performance improvement plan is warranted. • Performs inconsistently, possibly leading to some inaccurate, untimely and/or unacceptable results. • May fail to pursue developmental opportunities and/or apply new skills to meet standards • Behaviors reflect difficulty adjusting to changing situations or work assignments. • At times, displays actions that are detrimental to customer service relationships. • Excessive direction is required to carry out tasks and closer than normal supervision is the rule rather than the exception. 1 - Unacceptable Performance: Fails to meet expectations, requirements or standards. A corrective performance improvement plan must be outlined and monitored or termination process must be initiated. Performance is consistently below established expectations, requirements or standards. • Ineffectively applies or lacks job knowledge/skills to meet standards. • Demonstrates failure to initiate improvement to complete objectives. • Delivers inaccurate and generally unacceptable results. • Displays behaviors and actions which are detrimental to co-workers, teamwork and/or customers.
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A. Essential Functions
Competency Evaluation Criteria
Portrays Hospital Cultural Expectations Communicate Effectively: Communicate effectively with everyone you come in contact with at the hospital by: • Listening to and respecting others in all requests • Providing information in a timely manner • Following through with commitments • Expressing yourself in a positive and respectful manner Make this Your Place: Take ownership. If you see something that needs to be done, do it. Accept Diversity: Keep an open mind to ideas and cultures that are different from your own. Know, Understand and Own the Responsibilities: Know, understand and own the responsibilities of your role in the patient’s health experience. Learn from each encounter to exceed expectations and increase everyone's satisfaction. Greet Everyone with a Friendly Smile: Create a positive experience for co-workers and guests. Foster a Team Environment: Treat everyone with respect and value his or her contribution. Recognize others for a job well done. Embrace and Support Change: Listen with a willingness to be influenced. Be Proud of your Calling: • Have pride in yourself and your appearance • Wear your name badge at work • Be on time • Dress appropriately for your role • Take good care of yourself and others Assessment: • Collects and organizes pertinent patient assessment data. • Seeks information from patient, family, health care providers and environment on an ongoing basis. • Uses established assessment forms to document assessment of patient's emotional, spiritual and physical care needs. • Completes admission assessment within time frame identified in admission policy.
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Diagnosis: • Analyzes assessment data to identify expected outcomes unique to the patient. • Expected outcomes are mutually formulated with patient, family and health care team. • Formulates measurable expected outcomes using patient profile, pathways and standards of care as guides. • Identifies expected outcomes which are realistic in respect to patient's present and potential capabilities. Identification of Outcomes: • Develops plan of care consistent with assessment data. Involves patient, family and healthcare providers to identify outcomes. • Incorporates cultural needs/diversity in individualized patient outcome identification. • Defines outcomes with attainable timeframes. • Documents outcomes as measurable goals. Planning: • Develops a plan to provide direct nursing care to attain outcomes. • Individualizes plan based upon identified patient needs, such as economic impact, cultural concerns. • Prioritizes implementation of diagnoses and interventions based on patient condition. • Utilizes standardized terminology to communicate to others. Implementation: • Implements the interventions identified in the plan of care. • Carries out interventions in a safe and timely manner. • Incorporates evidenced-based treatments in care of patient. • Uses resources and collaborates with others to implement plan. • Documents intervention implementation, noting exceptions/modifications
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Evaluation: • Evaluates the patient's progress toward attainment of outcomes. • Utilizes an organized ongoing process to determine outcome attainment based on the plan of care. Includes patient, family, health care providers involved in patient care in evaluation process. • Documents evaluation findings. Utilizes evaluation data to revise as necessary, diagnoses, outcome, plan and implementation process. • Communicates results to patient and those involved in care. Quality of Care: • Systemically evaluates the quality and effectiveness of nursing practice. • Documents in a responsible, accountable and ethical manner. • Uses results of quality improvement activities to initiate change. • Implements creativity and innovation to improve care delivery. • Participates in quality improvement activities. Performance Appraisal: • Evaluates his/her own nursing practice in relation to professional practice standards and relevant statues and regulation. Engages in self evaluation on regular basis, identifies strengths and weaknesses. • Obtains informal feedback on performance from patients, peers, colleagues, others. • Acts to achieve identified performance goals. • Provides rationale for practice behaviors. Education: • Acquires and maintains current knowledge in nursing practice. • Participates in ongoing educational related activities. • Demonstrates commitment to lifelong learning. • Seeks experiences to maintain skills and competence for role performance. • Maintains records to support competency and lifelong learning.
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Collegiality: • Contributes to the professional development of peers, colleagues and others. • Shares knowledge and skills with others (patient conference, meeting presentations, precept/mentoring). • Provides peer feedback in constructive manner. • Engages in direct one-to-one communication. • Interacts with peers and colleagues to enhance performance. • Contributes in a positive manner to the environment, making it conducive to education and learning.
Analytical Factors: Approaches a complex task or problem by breaking it down and • Approaches a situation or problem by defining the issue, determining its significance, collecting data and using logic and intuition to arrive at a conclusion. • Applies a global perspective when solving problems. • Sees most of the forces, events, entities, and people that are affecting (or are being affected by) the situation at hand. • Notices discrepancies and inconsistencies in available information. • Weighs the costs, benefits, risks, and opportunities for success when making a decision.
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Clinical/Technical Expertise Clinical/Technical Expertise Applies and improves in-depth specialized knowledge, skills, and judgment to reach a result or to perform one's job effectively. • Understands technical aspects of one's job by continuously building knowledge and keeping up-to-date on the technical or procedural aspects of the job. • Makes oneself available to others to help solve technical or procedural issues. • Thinks of ways to apply new developments to improve organizational performance and customer service. • Applies technical/procedural knowledge to correctly address a situation in a timely manner. • Recognizes trends in theory and practice. • Effectively prepares for anticipated changes. Influence and Impact: Influence and Impact Asserts ideas, persuades others and gains support and commitment by using creative approaches to motivate others to meet organizational goals. • Able to make persuasive argument to influence an audience. • Works to make others feel ownership in one's own solutions. • Identifies key decision-makers on issues of concern. • Develops and effectively uses networking both inside and outside the organization. • Seeks to build relationships with others who can provide information, intelligence, career support, or potential business opportunities. • Takes a personal interest in others to develop relationships. Insight into Others: Sensing others' feelings and perspectives and taking an active interest in their concerns. • Seeks to understand others perspectives and styles by valuing the uniqueness of the individual. • Attentive to emotional cues. • Listens well. • Shows sensitivity and understands others' perspectives. • Aware of others' feelings, needs and concerns. • Recognizes how feelings affect performance.
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Insight into Self/Self-Awareness: Knowing one's internal states, preferences, resources and intuitions. • Recognizes own emotions and how feelings affect one's own performance. • Has a guiding awareness of one's values and goals. • Ability to use one's values to guide decision making. • Open to candid feedback, new perspectives, continuous learning and self-development. • Knows one's strengths and limitations. • Able to show a sense of humor and perspective about themselves. • Aware of areas for self-improvement and development. • Reflective; able to learn from experience. • Self-confident; has strong sense of selfworth and capabilities. Knowledge Transfer: Seeks out opportunities to share knowledge and skills and readily answers team members' questions in an effort to increase organizational learning and performance. • Provides assistance, when necessary, to project team members in performing basic functions and tasks. • Clearly communicates the direction focus and goals of their discipline or functional area to the department managers and coworkers. • Actively seeks out opportunities to help team members understand the relevance their work has on other disciplines. • Educates others on specific technologies and/or procedures within their discipline.
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Patient Focus / Customer Service: Demonstrates concern for meeting the needs of those who depend on one's services, ensuring their full satisfaction. Includes patients, significant others, family members, co-workers, managers, students, internal and external professional staff, and community members. • Asks questions to identify the needs and expectation of others. • Considers the impact on external or internal customers when taking action or carrying out one's own job tasks. • Builds a relationship with the customer in order to anticipate and serve their needs. • Continually seeks efficient ways of providing services by minimizing procedural requirements. Looks for creative approaches to providing or improving services that may increase efficiency or decrease costs. • Takes personal responsibility for resolving service problems. • Effectively and professionally works with upset patients and/or customers to resolve issues. • Demonstrates a high level of compassion and sensitivity and follows through with actions for the patient and/or customer. Teamwork: Works well when partners with others to achieve organizational, team goals, and objectives. • Openly shares information, knowledge and expertise with team co-workers. • Cooperates with other members to achieve best outcomes for patient. • Works with team members to attain goals. • Puts accomplishing the interests of the organization ahead of accomplishing individual goals. • Actively works to remove barriers to team effectiveness. • Utilizes team members' skills to accomplish goals. • Demonstrates respect for the opinions of others. • Identifies and promotes solutions to benefit everyone involved. Keeps people informed and up-to-date. Shares information and own expertise with others to enable them to accomplish group goals.
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Change Management: Initiates and/or manages the change process and energizes it on an ongoing basis by taking steps to remove barriers or accelerate its pace. • Communicates a compelling vision and need for change within one's department/team/organization that generates excitement, enthusiasm, and commitment to the process. • Clearly communicates the direction, required performance, and challenges of change to all involved parties. • Helps employees quickly and effectively understand and adjust to new roles, challenges and changes in the organizational environment and in their jobs. • Obtains and provides resources to implement change initiatives and works to create ownership of the change in others. • Stays up-to-date on key trends and opportunities. • Initiates change instead of reacting to external pressures for change. • Identifies and enlists the support of key individuals and groups to move the change forward. • Makes sure technical/functional decisions are based on department priorities aligned with the organization. • Uses available resources (people, funds, time, material, support) and coordinates/manages these components including those outside the organization. • Serves as a personal model of the change that one expects of others by demonstrating commitment to innovation and continuous improvement in organizational performance.
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Innovation: Generates new and valuable ways to do one's job more effectively and efficiently by improving processes, methods, systems, or services. • Injects originality into daily work through research, personal knowledge, and networking relationships. • Brainstorms and fosters new ideas, approaches and solutions. • Takes appropriate risks. • Understands technical aspects of one's job and uses appropriate technology for the situation at hand. • Tries new approaches when problem solving and seeks ideas or suggestions from others as appropriate. • Reviews, selects and disseminates information regarding key technologies, best practices and tools to others in group. • Identifies novel approaches for completing work assignments more effectively or efficiently and works within the established system to promote a more effective way.