Competency: Technical and Functional Expertise


Definition: Technical and functional expertise are underlying knowledge and skills, described in observable and measurable terms, that are necessary in order to perform a particular type or level of work activity. Technical and functional expertise typically reflects a career-long experience in the job or occupational area.

NOTE: Subject matter experts (SMEs) typically help to identify the technical and functional expertise required for successful performance in each occupation. There are a series of Commonwealth Career Guides that contain information about the technical and functional expertise required in various occupations that Virginia government employs. You and your supervisor can use information in the applicable career guide to identify the specific technical and functional expertise required for success in your role and those should be a part of your Employee Work Profile (EWP).


Competency: Understanding of the Business


Definition: Understanding the organization's purpose and mission.

Team Member Indicators:

  1. Understands the organization's services and priorities.

  2. Appreciates the political dynamics that exist inside and outside the organization.

  3. Seeks ways to combine efforts to address common issues.

  4. Understands how his or her job impacts business results.

  5. Responds to external and internal forces affecting work environment.

Team Leader Indicators:

  1. Ensures that everyone understands each other's roles and responsibilities and how they relate to business results.

  2. Aligns team goals with those of the organization.


Competency: Results Focus


Definition: Attaining goals and objectives.

Team Member Indicators:

  1. Pursues work with energy, drive, and a need for completion

  2. Applies innovative ideas

  3. Adapts to varying work situations and is flexible in your approach to resolving challenges

  4. Takes initiative with a clear business purpose in mind

  5. Continually seeks to improve business processes

Team Leader Indicators

  1. Fosters innovative solutions

  2. Gives guidance to process improvement efforts

  3. Creates a work culture that rewards teamwork and cooperation

  4. Creates a work culture that rewards positive results


Competency: Customer Service


Definition: Fulfilling the needs of internal and external customers.

Team Member Indicators

  1. Anticipates customers' needs

  2. Provides services in a respectful manner

  3. Delivers services accurately

  4. Delivers services on time

  5. Establishes and maintains effective contacts with customers

  6. Suggests ways to improve processes to fulfill customer needs

Team Leader Indicators

  1. Insures consistency and flexibility as needed

  2. Empowers employees to improve service delivery strategies

  3. Obtains data to measure customer satisfaction


Competency: Teamwork


Definition: Collaborating and cooperating to get the job done.

Team Member Indicators

  1. Values the input and know-how of other team members

  2. Asks for help, when needed

  3. Offers help to other team members, when needed

  4. Builds trust and respect among fellow team members

  5. Takes actions that demonstrate consideration for the feelings and needs of others

  6. Works with other team members toward a common goal

Team Leader Indicators

  1. Communicates a clear vision of team goals and objectives

  2. Creates an environment in which team members share both risks and rewards

  3. Focuses the team's efforts on both the process and desired outcomes


Competency: Interpersonal Communication


Definition: Developing and maintaining positive relationships. Exchanging ideas and opinions.

Team Member Indicators

  1. Treats others with respect

  2. Communicates openly and honestly

  3. Communicates with tact

  4. Resolves conflicts in a positive way

  5. Expresses self verbally in a clear and organized way

  6. Expresses facts and thoughts in writing in a clear and organized way

Team Leader Indicators

  1. Promotes cooperation, trust, and open exchange of ideas

  2. Establishes processes for open communication

  3. Networks with others to achieve positive results


Competency: Leadership


Definition: Motivating, influencing, and supporting others to accomplish team and organizational goals.

Team Member Indicators

  1. Influences others in a positive way

  2. Shares knowledge freely with others

  3. Assesses impact of decisions on others

  4. Sets goals and develops plans to reach goals

  5. Acts with integrity

  6. Tells the truth

  7. Acts ethically

  8. Builds trust by keeping word, commitments, and promises

  9. Admits mistakes

Team Leader Indicators

  1. Uses position power to support team and individual efforts

  2. Gains support of others to accomplish work

  3. Uses knowledge of organization and relationships to achieve results

  4. Thinks “big picture”

  5. Communicates vision for organizational success that sparks excitement in others

  6. Sets direction for the future as well as the present

  7. Uses knowledge of emerging trends and external forces to set direction

  8. Rewards behavior that supports organizational values

  9. Confronts inappropriate behavior

  10. Communicates high standards and expects ethical behavior

  11. Leads by personal example

  12. Keeps confidences and honors commitments

  13. Rewards employees who demonstrate integrity in the face of adversity


Competency: Personal Effectiveness


Definition: Developing oneself, achieving results, and solving problems. Planning, organizing, and managing your own time and work.

Team Member Indicators

  1. Develops self and others

  2. Continuously learns and develops

  3. Identifies own strengths and weaknesses

  4. Helps co-workers learn and develop, and assist when they are having difficulty

  5. Defines and solve problems

  6. Takes responsibility for actions

  7. Considers costs, benefits and risks when making and implementing decisions

  8. Uses time and resources wisely

  9. Organizes and prioritizes work

  10. Prepares for potential problems before they occur

Team Leader Indicators

  1. Encourages a work culture of continuous learning, information sharing, and professional development

  2. Provides direction and support to team members and assigns challenging work

  3. Learns from what went well and what did not go well on projects

  4. Guides team towards making effective decisions

  5. Collaborates with team members and teams before making important decisions

  6. Plans ahead to organize and deploy resources effectively

  7. Delegates work and authority

  8. Reviews progress toward accomplishing team goals

  9. Sets clear objectives and then monitors progress



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