Conduct Effective Performance Evaluations NOW! June 20, Call in number: Pass Code: # 1

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1 Conduct Effective Performance Evaluations NOW! June 20, 2013 Call in number: Pass Code: # 1

2 Your Cooperation is Needed Please mute your phone *6 To ask questions and open your line *6 This will help all of our friends! 2

3 PSAB s Blended Training Webinars Traditional Classroom Sessions One-on-One Assistance 3

4 Upcoming Training Webinars Encouraging Positive Public Involvement June 26 The Workers & Community Right to Know Act June 27 Workplace Harassment July 10 Tort Liability July 11 COSTARS July 17 Accessibility for All Larson Design Group July 18 * Free to PSAB members 4

5 Upcoming Classroom Training The Course in Community Planning The Course in Zoning The Course in Subdivision & Land Development Review Municipal Officials Training & Update The Course in Zoning Administration Basic Municipal Budgeting Confined Space Training Police Civil Service 2013 Pennsylvania Municipal Legal Update Conference August 13 & 14,

6 Conduct Effective Performance Evaluations NOW! P R E S E N T E D B Y N. J. H E S S A S S O C I A T E S W W W. N J H E S S A S S O C I A T E S. C O M ( ) N J H E S N J H E S S A S S O C I A T E S. C O M

7 N.J. Hess Associates Professional Bio Nancy J Hess, principal of N.J. Hess Associates, has been designing and developing human resource systems for organizations for over 25 years with a focus on municipal government. She founded her practice on the idea that people processes are the heart and soul of successful organizations. She also was part of the adjunct faculty in the Department of Management at Bloomsburg University for over ten years.

8 High employee engagement is the best predictor of organization success. I am so excited for my annual performance review said no one, ever.

9 Employee Feedback GOALS Job Descriptions Management Training

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11 Goal Setting Workshop

12 GOAL SETTING Organization Level Create satisfied happy citizens who will spread the good word of what the Borough has to offer. Department Level Create positive customer experiences Individual Level Create documentation (e.g. FAQ) for customer questions and make recommendations..

13 Short and Sweet Policy Formal and Informal Ongoing documentation of conversations about progress on goals or standards. Review of job description plays central role Feedback on job competencies is focused on development Goals are the primary driver for the formal evaluation.

14 SAMPLE COMPETENCIES Customer Service(internal/external) - Understanding and anticipating customer wants; resolving customer needs. One Team Thinking -The willingness to work with other groups and departments to achieve organization goals, as demonstrated by the We are all in this together approach to work. Big Picture Thinking - Understanding how different parts and functions of the organization fit together and creates a sense purpose for team.

15 CUSTOMER SERVICE Customer Service (Internal and External) - Understanding and anticipating customer wants, and resolve customer needs. I II III IV V VI Adopts professional attitude with customers (don t take emotional concerns personally); Actively listens to customer issues and concerns; uses questions to identify needs and promote customer understanding. Expands customer skills based on experience; knows who handles what; asks probing questions to get to root of the problem; accepts other s perspectives; understand the Borough s function within the community. Demonstrates calm manner with sensitive matters; de-escalates potential volatile situations with empathy, factual response and documentation. Demonstrates for others how to adjust approach to customer concerns to reflect factors such as frame of mind, customer s culture, sensitivity of issue and other variables that require a variation in approach to create better outcomes. Promotes respect for customer diversity, sets standards for openness and integrity; works to build a culture of civility and trust with customers. Continuously builds customer-focused approach throughout organization with attention to leveraging technology and human approaches to improve network of connections and access for customers.

16 PERFORMANCE REVIEW AGENDA Review of job description (Employee Engagement) Goal-setting (Align with Big Picture Goals) Feedback on Critical Competencies (Focus on developing employee)

17 EMPLOYEE GOALS Goal 1: Aligned with Organization Goal: Criteria for Completion: Due Date: Due Dates: (Optional) Goal Completion (highlight) 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Reviewing Manager Report: Meets Does Not Meet Employee Comments (optional):

18 Competency Assessment Core Competencies: Target Level Assessed Level 1. Customer Service Big Picture Thinking One Team Thinking 1 1

19 Supervisor Role Communicate understanding of critical job functions and competencies required for successful performance; Review job descriptions and identify priorities; Communicate how employee s goals relate to goals of department and overall organization goals; Discuss employee questions and provide information regarding resources, tools, training and support within the organization.

20 Employee Role Understand of critical job functions and competencies required for successful performance; Understand job description and provide input regarding changes to job; Ask questions to ensure clear and complete understanding of priorities and goals; Provide feedback regarding progress toward goals; Provide feedback regarding how critical competencies are demonstrated on the job.

21 IDEAS/RESOURCES Survey Monkey (peer reviews) Create sliding bar in Excel to show progress Collect Success Stories and publish them! Focus on employee engagement such as customer service problem solving focus groups and workshops. What other ideas have you tried in your municipality?