Engineering Operations Competencies Document: Technicians & Engineers. Last updated 27/8/15

Transcription

1 Engineering Operations Competencies Document: Technicians & Engineers Last updated 27/8/15

2 Introduction This document sets out the competencies that are considered important for individuals to be successful in specific technical roles within the BBC. Competencies are combinations of skills, behaviours and attitudes that people need in order to succeed in their jobs. There are ten competencies listed here. Under each heading are lists of indicators, which describe the behaviours and/or attitudes that would demonstrate the appropriate level of performance for each competency. The list of indicators for each level is divided into required and expected. Required indicators represent the behaviours and attitudes that must be demonstrated for an individual to attain the appropriate level (grade). Expected indicators represent the behaviours and attitudes that should be developed by an individual once they are working at that level (grade). Expected indicators for each level should be demonstrated before an individual progresses to the next level (as well as the required indicators for the next level). The 3 levels covered in this document represent the grades of technician and engineer roles in Technology Support & Broadcast Operations, forming part of the wider Engineering Operations competency framework as illustrated below. The competencies for other parts of the framework are detailed in separate documents.

3 Technical Assistants & Technical Coordinators Band 4 Band 5 AV Technicians Band 4 Band 5 Production Services Broadcast Operations Technology Support Broadcast Operations & Technology Support Technical Operators Band 5 Technicians & Engineers System Specialists Band 7 Band 8 Editing Support Specialists Band 7 Band 8

4 Technical Competence The knowledge of technical principles, specific equipment and systems, methodologies, operational and manual skills relevant to the role. Qualifications and/or demonstrable practical experience in a technical discipline relevant to the role, e.g. Information Technology, Systems Engineering, Audio, Video or Broadcast Engineering, etc. Has demonstrated the relevant fundamental levels of competence set out in the Skills Grids for the team, or other measures of technical skill, e.g external examinations. Qualifications and/or demonstrable practical experience in a technical discipline relevant to the role, e.g. Information Technology, Systems Engineering, Audio, Video or Broadcast Engineering, etc. Has demonstrated the relevant fundamental and proficient levels of competence set out in the Skills Grids for the team, or other measures of technical skill, e.g external examinations. Qualifications and/or demonstrable practical experience in a technical discipline relevant to the role, e.g. Information Technology, Systems Engineering, Audio, Video or Broadcast Engineering, etc. Has demonstrated the relevant fundamental, proficient and advanced levels of competence set out in the Skills Grids for the team, or other measures of technical skill, e.g external examinations. Deals with technical issues of known resolution, applying proven techniques and procedures to the solution of incidents and problems. Deals with technical issues of unknown resolution, developing appropriate solutions to incidents and problems using new or existing technologies. Deals with major issues, providing technical leadership for solutions to complex or major incidents and problems. Knows where to obtain documentation on systems and equipment supported. Has a thorough knowledge of available technical documentation and ensures that it is well organised and up to date. Creates technical documentation and guides on supported systems and equipment. Creates advanced technical documentation and guides on supported systems and equipment. Has an operational awareness such that repairs/maintenance requirements are handled appropriately. Has advanced manual skills, for example to carry out PCB repairs, precision calibrations, or handling of sensitive components Has an advanced operational/technical awareness in order to understand the impact of own actions on technical operations Advises and directs others on the impact of technical work and suitable workarounds

5 Developing Others Supporting the learning and development of others. Provides guidance to fellow technicians and trainees. Provides guidance and sets a good example to developing staff. Provides constructive feedback to colleagues to further their knowledge and skills. Identifies training needs of colleagues and provides coaching to aid development. Contributes to operational guides, maintenance guides and procedures Writes operational guides, maintenance guides and procedures. Prepares and delivers training, e.g. short courses, workshops, etc., (< 1 day) for colleagues. Identifies the need for operational guides, maintenance guides and procedures Designs, develops and delivers training, e.g. courses, structured placements, etc., (> 1 day) for colleagues. Uses the Knowledge Management (KM) system to transfer knowledge to colleagues Creates suitable and relevant items in the KM system to improve knowledge transfer Ensures that knowledge in the KM system is accurate, relevant and available to the right people Supervises work experience and vacation trainees. Supervises trainees and provides constructive feedback to the individual and the management team. Assesses technical ability, progress & effectiveness of colleagues in key areas of expertise to assist supervisors in compiling PDPs.

6 Organisation and Planning The use and development of appropriate methods of working to meet the demands of the job. Plans the day s work to achieve efficient use of own time, demonstrating effective prioritisation of personal workload. Monitors and prioritises incoming work, resolving conflicting priorities and assigning work appropriately to self and colleagues. Analyses the effectiveness and efficiency of the team and develops new methods of working to improve them. Applies appropriate methodologies to tasks and follows them through to completion. Devises and modifies methods of working to improve personal efficiency. Addresses the priorities of the team by developing longterm strategies and contingency plans. Deals with complex technical problems by breaking them into clear, realistic deliverables. Manages small to medium size projects from inception to completion. Simultaneously runs a number of small to medium sized projects, involving use of internal and external resources, and exercises appropriate financial control.

7 Health and Safety Awareness The knowledge and understanding of risks to the health and safety of everyone in the workplace, and of how such risks can be minimised. Understands all relevant safety standards, both statutory and BBC, and works at all times in a safe manner such that risks are reduced to an acceptable level. Has completed all the required formal safety training, including any relevant EGNs. Advises trainees and technicians on safety issues and imparts safe working practice by example. Has awareness of the less obvious aspects of a safe work environment and may have specialist knowledge (e.g. air quality, lighting, noise, stress). Takes responsibility for specific aspects of Health & Safety in the workplace (e.g. noise assessment, COSHH assessment, testing methodologies). Maintains a safe and tidy work environment. Contributes to risk assessments Writes and updates risk assessments, taking a proactive approach when encountering new activities or where existing assessments need to be updated. Proactively promotes a safe working environment. Identifies the need for routine tests, special practices or procedures and ensures that they are carried out. Able to carry out appropriate safety tests or checks, for example PAT tests, DSE assessments, area safety checks, etc. Assists with routine technical area safety testing and type approvals. Carries out routine technical area safety testing and keeps appropriate records. Carries out type approvals for new equipment and reports findings to all interested parties. Undertakes and supervises routine safety procedures and keeps appropriate records. Takes part in formal H&S inspections (union, management, etc.) and advises Team Leaders and managers on H&S policies relating to area of support.

8 Working with Others The ability to work co-operatively and supportively with colleagues. Works effectively as part of a team, providing a valuable contribution and shows enthusiasm in the work of the team. Has knowledge of colleagues capabilities and uses this to collaborate effectively with fellow team members. Identifies improvements in team working practices. Contributes to the development of the team by motivating colleagues, inspiring pride and enthusiasm in their work, and exploring new methods of team working. Has a helpful and understanding approach towards all colleagues and service partners, and acts with tact and respect in all dealings. Proactively forges relationships with customers to increase understanding. Acts with diplomacy, sensitivity and understanding to resolve conflict. Has an excellent rapport with all colleagues and service partners at all levels. Represents the department or the BBC as required Leads a small team on an ad hoc basis and has sufficient knowledge of colleagues to get the best from the team. Assumes the responsibilities of colleagues in their absence and takes charge in emergency situations. Deputises for Systems Specialists and Team Leaders as required.

9 Self-development and Self-motivation Working continuously and proactively to develop the knowledge and skills required by the business. Understands own development needs and proactively seeks ways to address them, taking responsibility for own learning and development. Is focused, committed and determined to keep knowledge up to date, identifying training and work experience that will further self-development. Proactively develops advanced skills and maintains continual self-development through own efforts. Demonstrates a keen interest in technology used in the broadcast industry. Demonstrates an active interest in technical developments in the broadcast industry. Researches new technology and investigates how it may be used to improve the quality and efficiency of production, broadcasting and support Takes the initiative to progress the work of the team as far as permitted by skills and experience. Takes the initiative to progress the work of the team as far as permitted by skills and experience. Takes the initiative to progress the work of the team as far as permitted by skills and experience.

10 Communication Skills The ability to give and receive information in order to further knowledge and understanding. Speaks fluently, confidently and tactfully to provide remote support; conveys both technical and nontechnical information in a clear and concise manner. Liaises with service partners and external bodies, supplying advice and information at the appropriate level. Negotiates with colleagues and service partners using the right balance of tact and assertiveness. Contributes to multidisciplinary meetings and interfaces with confidence at all levels. Uses & SMT entries to convey both technical and non-technical information in a clear and concise manner. Uses the KM system to circulate quick fixes to colleagues. Writes clear and understandable reports on technical and non-technical matters for colleagues and service partners. Uses the KM system to communicate clear and relevant technical information to the appropriate audience. Writes clear and understandable reports and recommendations on highly complex, technical matters, while tailoring the approach to suit the intended audience. Is involved in setting the standards and scope of technical documentation and shared knowledge. Passes on fault reports, enquiries, complaints or praise to the correct person or team using appropriate communication methods. Flags recurrent issues to colleagues and encourages effective resolution. Demonstrates an ability to influence and persuade customers & colleagues to enable improvement. Communicates firmly, yet diplomatically, in situations of conflict, creating an atmosphere of rapport and understanding. Has a thorough grasp of the terminology used in the technical environment. Has a thorough grasp of the terminology used in the technical environment and is able to communicate technical information in a non technical manner.

11 Business Awareness Understanding of the financial and technological issues relating to the work of the department and the BBC as a whole. Has a broad knowledge of the BBC s activities and the purpose of the department within the wider business environment. Knows the structure of the department and of other departments worked with. Has ongoing dealings with colleagues and a clear understanding of the issues and needs of the departments worked with. Negotiates with the business and service providers on all aspects of service provision and works in close cooperation with them. Represents the department in organising and attending meetings. Establishes networks throughout the organisation in order to keep abreast of the business. Ensures that all work is logged in the SMT and that assets are logged to their correct locations. Uses the SMT to increase efficiency and productivity, e.g. trend analysis, diagnostic reports. Is committed to the development of the business and is involved in the planning of long-term strategies. Understands relevant department SLAs and what work needs to be charged for. Has full awareness of the resources available to the department and makes use of them with due regard to cost implications. Produces business reports and detailed costings. Has a good knowledge of production processes and of broadcast output, and understands how to use Change Control to minimise disruption to service continuity. Makes an active effort to be well informed about all work undertaken by the team. Is aware of the likely effects of changes on broadcast output, and informs or negotiates with interested parties. Develops, implements and maintains procedures in specific business areas to ensure broadcast continuity and customer satisfaction.

12 Flexibility and Innovation The ability to adapt to new situations and devise improvements to current situations. Tries different methods of working to find more efficient and effective ways of doing a job. Devises methods of working in response to new situations and actively seeks to improve existing methods. Has a flexible and varied approach to problems, devising creative new ways of dealing with them. Contributes to the design and development of systems and services. Identifies and makes improvements to the technical environment supported. Undertakes design and development of systems and services. Identifies and makes improvements to various aspects of service delivery and support. Leads the development of new engineering services and creates long-term strategies for the use of emerging technologies Is open to changes in working practices that are necessitated by business goals. Recognises changing priorities in the workplace and responds positively, adapting approach and methodology to tackle them. Embraces and promotes changes in working practices that are necessitated by business goals. Initiates changes in working practices to achieve business goals. Provides technical expertise to inform procurement decisions.

13 Commitment and Resilience Taking ownership of work issues and maintaining a high level of performance in the face of pressure or conflict. Takes full responsibility for work undertaken and carries out duties in a professional manner. Has the persistence and thoroughness to complete work undertaken and to provide after-care. Works unsupervised and unassisted, staffing an area single-handedly when required. Takes responsibility for all aspects of the service provided by the team. Takes overall responsibility for particular systems and/or areas. Completes jobs and records accurate information to enable others to complete jobs. Checks the progress of work handed on to colleagues and provides any assistance required to complete it. Ensures attention to detail in all work and pursues a high level of after-care, initiating corrective measures to protect against recurrence of system failures. Remains calm when working under pressure (e.g. on-air faults, tight deadlines) and seeks the guidance of more experienced colleagues when required. Tackles high pressure or high profile jobs in a calm and confident manner, considering various ways of dealing with little need of guidance. Takes the lead in emergency situations, dealing calmly and authoritatively, inspiring confidence in all concerned.