Guide to Defining Performance Levels

This guide lists the performance factors and performance levels in the Colleges Goals and Performance Evaluation for Staff. It
is a reference tool to help you write comments in support of your assessment. The examples that are given are neither
exhaustive, nor should they be viewed as required statements. Use them as a starting point for what you want to say; taking
into account clarity, tone, accuracy and appropriateness.

HIGHLY EFFECTIVE: Contributions and high quality of work are widely recognized. The majority of performance outcomes routinely
and consistently exceed defined expectations, producing important and impactful results for the department and/or College through
planning, execution and creativity. Projects and objectives are completed in a manner that expands the scope and impact of the
assignment.

SUCCESSFUL AND EFFECTIVE: The staff member is successful in performing the majority of job responsibilities and makes a solid,
reliable and meaningful contribution to the department and/or College. Performance is competent, efficient and effective along
established expectations. Initiative, resourcefulness and good judgment are consistently exercised.

SOME IMPROVEMENT REQUIRED/SOME SUCCESS: The staff member is successful and effective in performing some job
responsibilities; however, performance in some critical areas is inconsistent and falls below established expectations. Depending on
the responsibilities needing attention, a performance development plan is recommended that defines performance objectives and
strategies for achieving success.

SIGNIFICANT IMPROVEMENT REQUIRED: Performance is not acceptable in critical areas of the job and falls below minimum
expectations. Significant improvement is needed. A performance development plan is recommended that defines performance
objectives and strategies for achieving success.

SIGNIFICANT SOME SUCCESSFUL AND

PERFORMANCE FACTOR IMPROVEMENT IMPROVEMENT EFFECTIVE HIGHLY EFFECTIVE
REQUIRED SOME SUCCESS
1. QUALITY OF WORK AND/OR Rarely uses spell Uses spell check but Accuracy in letters Extraordinary
PRODUCTIVITY check or proof reads sometimes final and reports is measures are taken
Consider accuracy, thoroughness, documents; revised documents have consistent, errors are to ensure accuracy
effectiveness, efficiency and timeliness. documents usually errors minimal and corrected and should errors
Consider the extent that projects are well have new or the same in time; very little occur, they are
conceived, analyzed, and carried out errors Meeting deadlines on rework required usually found and
systematically. time is irregular and corrected before

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 SIGNIFICANT SOME SUCCESSFUL AND
PERFORMANCE FACTOR IMPROVEMENT IMPROVEMENT EFFECTIVE HIGHLY EFFECTIVE
REQUIRED SOME SUCCESS
Deadlines are seldom has caused conflicts Projects are well- release of the final
met planned and finished product; rework is
Sometimes the on time with rare minimal or non-
Supervisor is rarely completion of projects exception existent
informed of a takes longer than
projects status they should Uses time efficiently Projects are well-
and lets supervisor planned and
Frequently ignores Often skips a know about delays in consistently
established procedure to save advance completed in advance
procedures which time but results in of due-date
often causes delays errors and delays Usually follows
and/or considerable procedures and if The presentation of
rework exceptions are made, reports, projects, and
it is for good reason experiments, etc.
exceeds expectations
Checks own work and typically contains
regularly to ensure additional information
accuracy and features that
enhance the project
2. FLEXIBILITY Shows little support Sometimes is Consistently accepting Always accepting of
Consider performance under pressure, for new ideas and reluctant to try new of new ideas and new ideas or changes
handling of multiple assignments, changes and at times procedure, which willing to try different and consistently takes
adaptability to change, and ability to tries to derail new affects what others do ways of doing initiative to pilot new
manage conflicting priorities. initiatives something procedures; coaches
others to help them
understand changes

3. INITIATIVE If something Occasionally adjusts Can be relied upon to Regularly takes action
Consider the extent to which the staff unexpected happens, work processes or take action to adjust to improve/change
member is a self-starter and takes action hardly ever adjusts tries something work processes work processes
on his/her own in performing job work process or different, but needs to without prompting;
assignments, making or recommending schedule to do this more often Takes time to read suggests new or
improvements, resolving problems and accommodate the directions and ask different ways to
following through on assignments. change without being Often relies on others questions obtain desired
told to give direction and results; makes sure
if it does not happen, Willing to accept new all directions are read
Never checks if does not seek challenges and and understood
procedures or direction or guidance assignments that will before taking on an
instructions have result in successful assignment or project

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 SIGNIFICANT SOME SUCCESSFUL AND
PERFORMANCE FACTOR IMPROVEMENT IMPROVEMENT EFFECTIVE HIGHLY EFFECTIVE
REQUIRED SOME SUCCESS
been updated and Sometimes ignores a problem-solving
typically does what problem and waits for Always asks for
was done the last others to find it and guidance in a timely
time resolve it manner

Does not try to find Actively explores

out what caused a solutions to problems
problem and look for and weighs pros and
or work with others to cons before taking
find a solution action

Follows through with

assignments

4. DEPENDABILITY Frequently late for Sometimes late for Arrives on time and if Consistently on time
Consider the extent to which the staff work work a late arrival is for work
member completes assignments on time, expected, calls ahead
carries out instructions and adheres to Assignments are often Periodically an of time Assignments are
established work schedule. left unfinished and assignment is left consistently
someone else has to unfinished without Assignments are completed ahead of
complete them good reason and usually finished by time or by the
someone else has to the deadline; a deadline; if there is a
Rarely on time for complete it missed deadline is delay, it is
staff meetings rare communicated in
At times, late for staff advance
meetings Consistently on time
for staff meetings Always on time for
staff meetings
5. INTERPERSONAL RELATIONS, Tends to argue with Prefers to do things Very willing to listen Does not hesitate to
COLLABORATION, TEAMWORK co-workers if his/her own way, and to what others have voice thoughts and
The degree to which the staff member something is done sometimes argues to say and to try new opinions and share
uses tact and diplomacy in developing and he/she disagrees with others when methods, even if ideas, and is willing to
good and effective working relationships being shown a new he/she disagrees listen to and accept
with individuals, groups and teams; Tends not to share technique what others have to
participates actively on teams; shares supplies or equipment Offers to share say
with co-workers Tends to be reluctant supplies or equipment

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 SIGNIFICANT SOME SUCCESSFUL AND
PERFORMANCE FACTOR IMPROVEMENT IMPROVEMENT EFFECTIVE HIGHLY EFFECTIVE
REQUIRED SOME SUCCESS
pertinent resources and information in in sharing supplies or to help co-workers Offers supplies to
order to help others; and demonstrates Frequently criticizes equipment to help a others when he/she
an acceptance of and respect for co-workers in public co-worker Refrains from sees someone needs
individual differences. criticizing co-workers something for an
Does not actively At times, criticizes co- in public assignment
participate on team workers in public
projects and often Agrees and actively Refrains from
refuses to work with Participates on team supports team goals criticizing co-workers
other team members projects, but when working in a in public; knows when
on assignments sometimes exhibits an team environment to speak directly to a
unwillingness to work co-worker if there is a
cooperatively with problem or an issue
other team members that needs to be
resolved

Consistently helps
team members to
reach consensus and
action decisions
6. CUSTOMER FOCUS Accurate information Sometimes inaccurate Accurate information Always provides
The degree to which the staff member is rarely given; when information is given is regularly given, accurate information;
demonstrates courtesy in interactions and others need help, this and not corrected corrections are made if something needs to
attempts to understand and respond to staff member is later; is generally promptly; is either be corrected it is done
the needs of others who are internal or frequently accessible to others, accessible to others without delay and
external to the department and/or inaccessible but at times seems to when needed or with an explanation of
College. disappear when returns calls/visits what happened; very
needed the most promptly; accessible to others;
understands what returns calls and
others are asking for responds to emails
and tries best to promptly; provides
assist sound advice

7. TECHNOLOGY SKILLS Rarely uses new Usually uses new Takes the time to Takes the time to
The degree to which the staff member equipment and equipment and learn how to use new learn how to use new
effectively uses or incorporates software and often software after being software; practices software; often
technology to improve service and/or refuses to learn new urged several times; new knowledge; uses researches new
accomplish assigned tasks. methods that are takes longer than it effectively once products to make
essential to the job average to master mastered recommendations;
new methods practices new

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 SIGNIFICANT SOME SUCCESSFUL AND
PERFORMANCE FACTOR IMPROVEMENT IMPROVEMENT EFFECTIVE HIGHLY EFFECTIVE
REQUIRED SOME SUCCESS
Offers to help others knowledge; uses it
to learn new effectively once
equipment or mastered
software and
welcomes questions Teaches others in
and requests for using new equipment
assistance or software and is a
resource to them

8. SAFETY COMPLIANCE Disregards safe work Occasionally does not Regularly practices Always practices safe
The degree to which the staff member practices even though follow proper safe work habits work habits; reports
practices safe work habits and complies training has been procedures for using unsafe conditions to
with College safety policies. provided; has caused equipment or lifting, appropriate personnel
risk of injury to self which places the
and others on more individual at risk of
than one occasion injury

9. COMMUNICATION Staff member is Often ignores Very effective and Extremely effective in
Consider the extent to which the staff abrupt and non- requests from competent in conveying information
members thoughts are expressed clearly communicative with faculty, staff and responding to faculty, in writing and orally;
and concisely in writing and orally. faculty, staff and students and doesnt staff and students; others seek this
students when follow up to make able to convey individual when it
requests for sure the individual information in a comes to asking for
assistance are made received a helpful manner that is easily information and help;
answer understood; helps always follows up with
others understand faculty, staff and
issues and checks to students immediately
make sure they after addressing a
understand request; asks for
feedback on services
provided
10. USE OF RESOURCES The frequency of Occasionally an error Errors and mistakes Anticipates what is
The degree to which the staff member errors and omissions will cause timely and that impact cost, time needed and prevents
has used funds, staff or equipment have resulted in costly rework and at and staff are minimal; costly errors and
economically and effectively. rework which has times the same learns from mistakes mistakes
been costly in staff mistake is made two
time and use of or three times Takes care of
resources Uses equipment equipment and
At times has not read properly and ensures ensures proper

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 SIGNIFICANT SOME SUCCESSFUL AND
PERFORMANCE FACTOR IMPROVEMENT IMPROVEMENT EFFECTIVE HIGHLY EFFECTIVE
REQUIRED SOME SUCCESS
Does not use directions in using regular maintenance maintenance is done;
equipment properly or equipment which has is scheduled consistently uses it
follow directions resulted in damage properly
which has resulted in Delegates work fairly
costly repairs Does not delegate and evenly and knows Delegates work
assignments to staff when to provide appropriately to staff,
Provides little who have more time assistance to staff focusing on their
direction to staff on and the expertise to strengths
reducing waste and work on a project
taking care of
equipment

Factors 11 and 12 apply to supervisory staff.

MAJOR SOME SUCCESSFUL AND

PERFORMANCE FACTOR IMPROVEMENT IMPROVEMENT EFFECTIVE HIGHLY EFFECTIVE
REQUIRED REQUIRED
11. LEADERSHIP AND STAFF Does not take the Often has to be Regularly identifies Shows a genuine
DEVELOPMENT time to identify needs directed to identify the need for staff interest in developing
The extent to which the supervisor for staff development needs for staff development staff and identifying
provides staff guidance and opportunities development their needs
for development and advancement; builds Identifies staff who Identifies staff who
an environment that supports are struggling, but Identifies staff who are struggling and Consistently coaches
collaboration, teamwork and respect for does not take the are struggling, but is provides guidance on staff who are
and acceptance of individual differences; time to give them inconsistent in giving a regular basis; seeks struggling, excels at
and promotes quality customer service. guidance them guidance assistance from giving guidance and
his/her supervisor assistance
Does not encourage Frequently resists Supports staff Supports staff
staff to work together supporting staff to participation on participation on teams
on major projects as work as a team and committees and and is adept at
a team does not outwardly teams, and is able to selecting team
champion organize effective members, identifying
Does not encourage collaboration teams team leaders, and
staff to participate in making effective use
affordable and Periodically Regularly encourages of each individuals
pertinent staff encourages staff to each staff member to capabilities
development participate in participate in
opportunities affordable and affordable and Seeks affordable and
pertinent staff pertinent staff pertinent staff
development development development

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 MAJOR SOME SUCCESSFUL AND
PERFORMANCE FACTOR IMPROVEMENT IMPROVEMENT EFFECTIVE HIGHLY EFFECTIVE
REQUIRED REQUIRED
opportunities, but opportunities opportunities and
does it selectively encourages staff to
participate
12. PERFORMANCE MANAGEMENT Rarely provides Sometimes provides Often provides Consistently provides
ongoing feedback to ongoing feedback to ongoing feedback and ongoing feedback and
The extent to which the supervisor is
staff; rarely submits staff; sometimes coaching to staff; coaching to staff;
effective in setting performance standards
initial review period misses initial review always meets initial always meets initial
and expectations, giving ongoing and
and annual period and annual review period and review period and
timely feedback and coaching, and
performance performance annual performance annual performance
resolving performance problems
evaluations on time, evaluation deadlines evaluation deadlines; evaluation deadlines;
constructively.
even after several and has to be frequently seeks consistently requests
reminders reminded feedback from staff and accepts feedback
and others from staff and others

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