Competencies are
assessed at the
interview/selection
testing stage
COMMUNICATION
Oral communication
The role holder is required to, understand and convey straightforward information in a
clear and accurate manner and the role holder is required to, understand and convey
information which needs careful explanation or interpretation to help others understand,
taking into account what to communicate and how best to convey the information to
others and the role holder is required to, understand and convey complex conceptual ideas
or complex information which may be highly detailed, technical or specialist.
Written or electronic communication and visual media
Occasionally is required to, understand and convey straightforward information in a clear
and accurate manner and the role holder is required to, understand and convey
information which needs careful explanation or interpretation to help others understand,
taking into account what to communicate and how best to convey the information to
others and the role holder is required to, understand and convey complex conceptual ideas
or complex information which may be highly detailed, technical or specialist.
ANALYSIS AND RESEARCH
The role holder is required to analyse or research complex ideas, concepts or extensive
data from different perspectives; work out how best to apply existing methodologies
according to the overall context, objectives and expectations; identify the relationship
between complex, interdependent factors.
SERVICE DELIVERY
The role holder is required to deal with internal or external contacts who ask for service or
require information; create a positive image of the organisation by being responsive and
prompt in responding to requests and referring the user to the right person if necessary;
deliver service that is usually initiated by the customer, and typically involves routine tasks
with set standards or procedures and it is an important requirement to deal with internal
or external contacts where the service is usually initiated by the role holder, working within
the organisation's overall procedures or policies OR proactively seek to explore and
understand customers' needs; adapt the service accordingly to ensure the usefulness or
appropriateness and quality of service (content, time, accuracy, level of information, cost).
DECISION-MAKING PROCESSES AND OUTCOMES
Take independent decisions is a requirement and has a minor impact. Be party to some
collaborative decisions; work with others to reach an optimal conclusion is a requirement
and has a minor impact. The role holder is required to provide advice or input to contribute
to the decision-making of others that has a moderate impact.