Capability Leadership Entire PDF

QPS Capability and
Leadership Framework
Giving our people the skills and conﬁdence to lead,
manage and deliver services for Queenslanders
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Acknowledgement
The Queensland Public Service Commission acknowledges the Australian Public Service Commission’s (APSC)
Integrated Leadership System (2004) (www.apsc.gov.au/ils) on which the QPS Capability and Leadership
Framework is based. The Commission appreciates the APSC’s willingness to make the materials readily available to
other jurisdictions. The copyright of the original material (ISBN 09751915 4 4) remains with the Commonwealth of
Australia. Adaptations have been made to suit the Queensland Public Service with permission.
© The State of Queensland (Public Service Commission) 2008.
Published by the Queensland Government, November 2008, 61 Mary Street, Brisbane Qld 4000.
The Queensland Government supports and encourages the dissemination and exchange of information. However,
copyright protects this document. The State of Queensland has no objection to this material being reproduced,
made available online or electronically but only if it is recognised as the owner of the copyright and this material
remains unaltered. Copyright enquiries about this publication should be directed to the Administrator (Crown
Copyright and other IP), by email to crown.copyright@qld.gov.au or in writing to PO Box 15168, City East Qld 4002.
Copies of this publication can be obtained at www.psc.qld.gov.au or by contacting (07) 32244362.
ISBN 978-0-9804672-6-0
Release date: January 2009
Queensland Public Service Capability and Leadership Framework 1

2 Queensland Public Service Capability and Leadership Framework
Contents
Foreword ............................................................... 4
Section 1: Introducing the CLF. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
1.1 What is the CLF? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
1.2 Who does the CLF apply to? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
1.3 What is the purpose of the CLF? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
1.4 How can the CLF be used? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
1.5 How will the CLF be monitored and evaluated? . . . . . . . . . . . . . . . . . . . . . . . . 8
1.6 Applying the Framework . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Section 2: Comparative Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
CLF 1 to 4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
CLF 5 to 7 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
CLF 8 to 12 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Section 3: Individual Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
CLF 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
CLF 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
CLF 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
CLF 4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
CLF 5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
CLF 6 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
CLF 7 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
CLF 8 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
CLF 9 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
CLF10 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
CLF11 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
CLF12 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .100
CES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .106
Section 4: Self-Assessment Proforma. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
CLF 2 and CLF 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .114
CLF 4 and CLF 5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .119
CLF 6 and CLF 7 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .124
CLF 8 and CLF 9 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .129
CLF 10 and CLF 11 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .134
CLF 12 and CES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .139
Section 5: Appendices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Appendix 1: Alignment of classification levels to the CLF . . . . . . . . . . . . . . . . . . .146
Appendix 2: Legislative base for conduct of public servants. . . . . . . . . . . . . . . . .147
Appendix 3: Definitions and further background . . . . . . . . . . . . . . . . . . . . . . . . .150
Appendix 4: Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .152

Foreword
Contemporary organisations understand that people are the key to delivering outcomes.
“Valuing our people” has moved from just rhetoric, to a realisation by well-performing organisations that their
capacity to have an impact depends on the innovation and creativity of their workforce.
Often, organisations can’t and don’t need to buy in this talent. It resides within their organisations. The job of
leaders is to untap the potential and use the knowledge and expertise of their staff.
This is particularly the case for governments where the capability of people has a critical impact on the quality of
the outcomes, especially for services delivered to the public.
Accordingly, the “people” business needs to be front of mind for all leaders within the public service. Small and
incremental change in the performance of people can translate to significant gains in productivity.
The Capability and Leadership Framework (CLF) sets the foundation to support the new culture of the public service.
Leadership is vested in all levels and has been deliberately positioned within the broader context of capability.
The CLF is the first of many tools that the Public Service Commission (PSC) will use to drive home the message that
we are relying on people throughout our organisations to use the opportunities they have to make a difference. We
want to create a public service that encourages staff to contribute their ideas and help to improve the way we do
things and the services we provide to the community.
The PSC will develop further tools and learning and development programs over time to support agencies in
applying the framework and improving the capability of their workforce.
I commend the framework to you and trust it will be a primary source of advice and direction to enhance the
activities in which you are engaged.
Bruce Wilson AM
Chief Executive
Public Service Commission

Section 1: Introducing the CLF
1.1 What is the CLF?
1.2 Who does the CLF apply to?
1.3 What is the purpose of the CLF?
1.4 How can the CLF be used?
1.5 How will it be monitored and evaluated?
1.6 Applying the Framework

1. Introducing the CLF

The Queensland Public Service Capability and Leadership Framework (CLF) is a tool that will assist agencies to
develop the capability and leadership of people at all levels through their organisations.
The PSC will work with agencies in four key workforce areas to ensure that they can:
• create the right jobs and have access to the right people for those jobs
• develop their people and continually improve their performance
• create work environments that ensure people work to their optimum
• use data to make strategic decisions around the leadership of the people agenda.
The CLF supports all of these objectives, but is particularly valuable as a vehicle to develop people and strive
for continuous improvement. The framework can be used as a centre piece for discussion around strengthening
the work performance of individuals and teams and to inform decisions around determining and prioritising
appropriate professional development and learning.
1.1 What is the CLF?

The CLF describes the behaviour expected of public service staff at every level from base grade to the Chief
Executive Officer.
There are 13 levels in the CLF which align with the following classification levels and their equivalents1 :
CLF 1 to 8 AO1 to AO8

CLF 9 SO1 and SO2
CLF 10 to 12 SES 2 to SES 4

CES Chief Executive Service
The framework is based on:
• 5 capabilities which each have

• 3 to 5 components which each have
• 4 to 8 behavioural indicators
The five Capabilities are:
CLF 1 to 7 CLF 8-12 and CES
Supports strategic direction Shapes strategic thinking

Achieves results Achieves results
Supports productive working relationships Cultivates productive working relationships
Displays personal drive and integrity Exemplifies personal drive and integrity
Communicates with influence Communicates with influence
1 A full list of approximate equivalents based on pay scale is provided in Appendix 1.

The Components and Behavioural Indicators get more complex as you move up each level with greater focus on the
future, breadth of contact, breadth of impact and breadth of responsibility.
The component descriptions and behavioural indicators provide a guide to the range of behaviours that can be
expected at that level. From these identified behaviours, the ones that are critical to a particular job will depend on
the focus of the role at that time. The need for technical skills, management skills, teamwork and leadership will
vary within most levels. Hence, behavioural indicators can be customised and prioritised by agencies to emphasise
tasks that are relevant and most important for that job.
The component descriptions highlight the new behaviours for that level. Some aspects of the capability may
be essential on entry and others can be acquired over time. Critical transition points at each level show which
components require a significant development of skills from the previous level.
1.2 Who does the CLF apply to?

The CLF is for all levels of public service officers employed under the Public Services Act 2008.
This does not include police employed under the Police Service Administration Act 1990, health service employees
employed under the Health Services Act 1991 and staff of Government Owned Corporations.
It includes permanent and temporary staff, contractors and casual employers, except where these persons remain
the employee of another entity such as a labour hire company.
The CLF emphasises the special responsibility of public servants and links to their obligations under the Public
Sector Ethics Act 1994 and the Public Service Act 2008 (See Appendix 2).
1.3 What is the purpose of the CLF?

The CLF gives us a common language to talk about the work of public servants, which provides the foundation for
developing capability and leadership in the Queensland Public Service.
Implementing the CLF will:

• support managers to clearly describe staff performance expectations
• support individuals and supervisors to identify and address learning and development needs
• strengthen public sector standards of performance
• aid movement between agencies with common expectations and streamlined processes
• lead to highly functioning organisations focused on delivering quality outcomes.
For the whole public sector, the PSC will develop a profile of capability. This will enable us to focus learning and
development to meet identified gaps.
1.4 How can the CLF be used?

The CLF explains the generic behaviours that are desirable at each level to achieve effective outcomes. Along with
specific behaviours and technical expertise required of each job, these can be used for:
• self-reflection and personal career planning
• selection and prioritisation of professional development
• meaningful performance development discussions
• a common approach to applications for the public sector
• personnel performance advice.

What is required?
The five core capabilities provide the overarching framework. Agencies can map to these capabilities using a variety
of tools.
The core capabilities will be used for:

• all advertised public service position descriptions
• performance management and development reporting of Chief Executive Service and Senior Executive Service
staff using self-reports and guided by 360 degree feedback or equivalent
• whole-of-sector learning and development undertaken and coordinated by the PSC.
1.5 How will the CLF be monitored and evaluated?

The PSC is responsible for extending the capability of the whole public service.
PSC will gather data with as little demand on staff and agencies as possible in order to assess the effective use
of resources and to report to government on progress. This data will be used alongside current human resource
metrics and other agency reports to develop a picture of the organisational health of the public sector.
Mechanisms will include:
1. Annual survey of Human Resource Directors regarding their agency’s application of the framework and internal
identification of capability development (commencing November 2009).
2. In association with CES and SES performance management and development reporting, aggregate 360 degree
data showing change in overall capability.
3. Annual leadership and capability survey of all senior officers (SO to CES) regarding access to learning and
development and overall improvement in capability.
4. Biannual climate survey of public service staff incorporating self-assessment of capability for their job and
access to learning and development.
Evaluation
A three-phase evaluation framework for the CLF will be developed collaboratively with stakeholders by April 2009.
The proposed phases of the evaluation, to be confirmed as the evaluation framework is developed, are:
Phase 1: Status (November 2008 to 30 November 2009. Report due 31 January 2010.)
Question: To what extent is the framework being implemented. How can it be improved?
Phase 2: Impact (up to 30 November 2010. Report due 31 January 2011.)

Question: To what extent is capability of the public service being developed? How can it be improved?
Phase 3: Effectiveness (up to 30 November 2011. Report due 31 January 2012.)

Question: To what extent are agencies equipped, through their human resource capability, to deliver
services and achieve their performance targets?

1.6 Applying the Framework
Understanding the background

What is the origin of the CLF?
The CLF is based on the Australian Public Service Integrated Leadership System (ILS) which commenced in 2004
after trialing a similar version designed for the senior executive service. Saville Holdsworth conducted hundreds of
job analysis interviews at all levels across Australia. The ILS is based on research from the fields of workplace and
organisational psychology and workforce capability.
Why was the ILS chosen as the basis?

PSC looked at frameworks across national and international jurisdictions as well as competency frameworks used
in the private sector. The advantages of the ILS are:
• The behaviours are based on public service functions and context.
• It shows increasing complexity through levels so has close alignment particularly at the high levels, with the
growing breadth, impact of decisions and responsibility of senior staff.
• It identifies critical transition points and behaviours required making it easy to plan learning and development
as people progress.
• It can operate comfortably with other frameworks.
• The Commonwealth has made it and its tools openly accessible.
What if we already have a capability and leadership framework?

Existing models and tools can be mapped to the new core capabilities. PSC encourages agencies to continue to
develop the capability of their staff through diverse learning and development options.
What will PSC provide to assist with implementation?

PSC will coordinate provision of a comprehensive suite of leadership and capability development programs and
services to support and develop:
• the senior executive
• middle managers
• new entrants to the public service
• first time supervisors.
PSC will focus on a whole-of-government perspective and areas of commonality that support and complement
individual agency development programs. To facilitate sharing and cross-agency training, PSC will provide
information to the sector about the full array of learning and development programs on offer.
As well as targeted programs, services will include:

• access to 360 degree assessment tools
• panel of providers for executive coaching, mentoring and 360 degree feedback
• standing offer arrangements for a range of programs
• an improved range of mobility programs
• access to web-based self-directed learning
• information about relevant programs from the private sector and academic organisations.
For further information about the framework see Appendix 3.

Section 2: Comparative Profiles
The following comparative profiles show the capabilities and components

for groups of levels to enable the reader to observe the development of
skills through career progression.
CLF 1 to 4
CLF 5 to 7
CLF 8 to 12
Note:
• Shaded components in the “All capabilities”
it ” tables
tables
ab
b from CLF 2 on ar are
a critical transition
points where there is significant development
p of skills from the previous
viio level
• New behaviours for each level are shown
n by italics.

Section 2: Comparative Profiles CLF 1 to 4
1. Supports strategic direction
Components CLF1 CLF2 CLF3 CLF4
1.1 Supports shared Supports the Understands and supports Understands and supports Understands and supports
purpose and direction organisation's business the organisation's vision, the organisation's vision, the organisation's vision,
objectives. Follows mission and business mission and business mission and business
supervisor’s direction. objectives. Follows objectives. Follows objectives. Follows
Recognises how their work direction provided by direction provided by direction provided by
connects to others. supervisor. Recognises how supervisor. Recognises how supervisor. Recognises
own work contributes to own work contributes to the how own work contributes
the achievement of team achievement of team and to the achievement of
goals. Understands the section goals. Understands organisational goals.
reasons for decisions and the reasons for decisions Understands the reasons
recommendations. and recommendations. for decisions and
recommendations.
1.2 Thinks Understands the work Understands the work Understands the Understands the work
strategically environment. Shows an environment and work environment environment and
awareness of issues that participates in team goal and contributes to the contributes to the
may help or hinder their setting. Demonstrates an development of work development of work
work. awareness of issues that plans and team goals. plans and team goals.
may impact on designated Demonstrates an Demonstrates an awareness
work tasks. awareness of issues that of the implications of issues
may impact on designated that may impact on own
work tasks. work objectives.
1.3 Harnesses Knows who to ask for help. Knows where to find Knows where to find Knows where to find
information and Asks questions to resolve information and asks information and asks information and asks
opportunities issues. Checks to see questions to ensure a questions to ensure a questions to ensure a full
what information can be better understanding of better understanding of understanding of an issue.
given to others. issues. Seeks guidance to issues. Uses established Uses common sense to
determine what information guidelines to determine recognise the importance
should be conveyed to what information should be of available information.
others. Keeps supervisor conveyed to others. Keeps Keeps self and others well
informed on work progress. supervisor informed on informed on work progress.
work progress.
1.4 Shows judgement, Refers problems to Researches information Researches and analyses Researches and analyses
intelligence and supervisor. Looks for ways relevant to work tasks information relevant to work information and makes
commonsense to improve work practices. and responsibilities. tasks and responsibilities. recommendations based on
Participates in discussions Identifies issues that may evidence. Identifies issues
around issues and refers impact on designated that may impact on tasks.
problems to supervisor. tasks and alerts supervisor. Suggests improvements to
Recognises the need for Suggests improvements to work tasks and business
improved work practices. work tasks. practices.

2. Achieves results
2.1 Identifies and Tells supervisor if work won’t Monitors task progress Monitors task progress Reviews task performance
uses resources be finished on time. Uses against performance against performance and communicates
wisely their skills effectively. expectations. Alerts expectations. Alerts outcomes to supervisor.
supervisor early if work is supervisor early when work is Understands individual
behind schedule. Makes behind schedule and makes and team capabilities and
effective use of own alternative arrangements. makes effective use of own
capabilities. Makes effective use of own capabilities.
capabilities.
2.2 Applies and Helps the team where they Contributes own expertise Contributes own expertise Contributes own expertise
builds professional can. to achieve outcomes for the to achieve outcomes for the to achieve outcomes for the
expertise business unit. business unit. business unit.
2.3 Responds Shares information with Creates and maintains Creates and maintains Establishes task plans
positively to change others. Can adapt and be schedules. Responds in a schedules. Responds in a to deliver objectives.
flexible as things change. positive manner to change. positive manner to change. Responds in a positive and
Shares information with Shares information with flexible manner to change.
others. Is adaptable and others. Is adaptable in Shares information with
flexible to accommodate approach and willing to be others and adapts to a
the changing needs of the flexible to accommodate the changing environment.
team. changing needs of the team.
2.4 Takes Finishes tasks as directed. Sees tasks through to Sees tasks through Sees tasks through to
responsibility for Checks with supervisor that completion. Works within to completion. Works completion. Works within
managing work their work is satisfactory agreed priorities, and within agreed priorities, agreed priorities. Commits
projects to achieve and gets help if they need it. works independently on works independently on to achieving quality
results routine tasks. Maintains routine tasks and accepts outcomes. Maintains
accurate records and more challenging tasks. accurate records and
files. Seeks feedback Maintains accurate records files. Seeks feedback
from supervisor to gauge and files. Seeks feedback from supervisor to gauge
satisfaction and seeks from supervisor to gauge satisfaction and seeks
assistance when required. satisfaction and seeks assistance when required.
assistance when required.

3. Supports productive working relationships
3.1 Nurtures Is friendly, polite and Builds and sustains positive Builds and sustains positive Builds and sustains
internal and external helpful with team relationships with team relationships with team positive relationships with
relationships members and clients. Joins members and clients. members and clients. team members and clients.
in with team activities. Actively participates in Actively participates in Actively participates in
teamwork and activities. teamwork and activities. teamwork and activities.
Responds under direction to Responds under direction to Responds under direction
changes in client needs and changes in client needs and to changes in client needs
expectations. expectations. and expectations.
3.2 Listens to, Shares information and Actively listens to colleagues Actively listens to colleagues Actively listens to
understands and cooperates with team and clients. Shares and clients. Shares colleagues and clients.
recognises the needs members. information and contributes information and contributes Shares information
of others to team discussions. Works to team discussions. Works and ensures others are
closely with team members closely with team members kept informed of issues.
to achieve results and to achieve results and Works collaboratively and
operates as an effective operates as an effective operates as an effective
team member. team member. team member.
3.3 Values individual Can accept other points of Understands, values and Understands, values and Understands, values and
differences and view. Treats people with responds to different responds to different responds to different
diversity respect. personal styles. Tries to personal styles. Tries to personal styles. Tries to
see things from different see things from different see things from different
perspectives. Treats people perspectives. Treats people perspectives. Treats
with respect and courtesy. with respect and courtesy. people with respect and
courtesy.
3.4 Shares learning Learns from mistakes and Identifies learning Identifies learning Identifies learning
and supports others listens to advice. opportunities. Supports opportunities. Supports opportunities. Makes time
the contribution of others. the contribution of others. for people and supports
Understands and acts on Understands and acts on the contribution of others.
constructive feedback. constructive feedback. Understands and acts on
constructive feedback.

4. Displays personal drive and integrity
4.1 Demonstrates public Acts in line with the Code Adopts a principled Adopts a principled Adopts a principled
service professionalism of Conduct. approach and adheres approach and adheres approach and adheres to
and probity to public service values to public service values the public service values
and Code of Conduct. and Code of Conduct. and Code of Conduct.
Acts professionally at Acts professionally at Acts professionally at
all times and operates all times and operates all times and operates
within the boundaries of within the boundaries of within the boundaries of
organisational processes organisational processes organisational processes
and legal and public policy and legal and public policy and legal and public policy
constraints. constraints. constraints. Operates as
an effective representative
of the work area in internal
forums.
4.2 Engages with risk and Gives accurate Provides accurate advice Provides accurate advice Provides accurate advice
shows personal courage information related to on less complex issues. on less complex issues. on issues. Acknowledges
their work. Acknowledges mistakes Acknowledges mistakes mistakes and learns from
and learns from them, and and learns from them, and them, and seeks guidance
seeks guidance and advice seeks guidance and advice and advice when required.
when required. when required.
4.3 Commits to action Works hard and takes care Takes personal Takes personal Takes personal
to do a good job. responsibility for accurate responsibility for accurate responsibility for accurate
completion of work and completion of work and completion of work.
seeks assistance when seeks assistance when Commits energy and
required. Commits energy required. Commits energy drive to see that goals are
and drive to see that goals and drive to see that goals achieved.
are achieved. are achieved.
4.4 Promotes and adopts Stays calm and carries out Works as directed to Works as directed to Focuses on achieving
a positive and balanced tasks as directed. achieve work objectives, achieve work objectives, objectives even in difficult
approach to work even in difficult even in difficult circumstances. Remains
circumstances. Remains circumstances. Remains positive and responds to
positive and responds to positive and responds to pressure in a calm manner.
pressure in a calm manner. pressure in a calm manner.
4.5 Demonstrates Checks how they are Seeks feedback from Seeks feedback from Seeks feedback from
self-awareness and a going. Talks to supervisor others. Understands areas others. Understands areas others. Communicates
commitment to personal about where to improve. of strengths and works of strengths and works areas of strengths and
development with supervisor to identify with supervisor to identify works with supervisor
development needs. Is development needs. Is to identify development
aware of the impact of aware of the impact of needs. Reflects on own
own behaviour on others. own behaviour on others. behaviour and recognises
Seeks self-development Seeks self-development the impact on others.
opportunities. opportunities. Seeks self-development
opportunities.

5. Communicates with influence
5.1 Communicates clearly Gets message across. Communicates messages Communicates messages Confidently presents
clearly and concisely. clearly and concisely. messages in a clear and
Focuses on key points and Focuses on key points and precise manner. Focuses
uses appropriate language. uses appropriate language. on key points and uses
Structures written and oral Structures written and oral appropriate language.
communication so it is easy communication so it is Structures written and oral
to follow. easy to follow. communication to ensure
clarity.
5.2 Listens, understands Listens carefully Adapts communication Adapts communication Seeks to understand
and adapts to audience and checks they style and approach to style and approach to the audience and tailors
understand. ensure they address the ensure they address communication style and
needs of different people or the needs of different message accordingly.
audiences. Listens carefully people or audiences. Listens carefully to others
to others and checks to Listens carefully to others and checks to ensure
ensure their views have and checks to ensure their views have been
been understood. Checks their views have been understood. Checks own
own understanding of understood. Checks own understanding of others’
others’ comments. understanding of others’ comments.
comments.
5.3 Negotiates confidently Explains a problem Listens to, and considers Listens to, and considers Listens to, and considers
and helps find a different ideas. Discusses different ideas. Discusses different ideas and
solution. issues without getting issues without getting discusses issues credibly
personal or aggressive. personal or aggressive. and thoughtfully. Identifies
relevant stakeholders.

Components CLF5 CLF6 CLF7
1.1 Supports shared purpose and Understands and supports the Understands and supports the Understands, supports and
direction organisation's vision, mission organisation's vision, mission promotes the organisation's
and business objectives. and business objectives. vision, mission, and business
Communicates and follows Identifies the relationship objectives. Identifies the
direction provided by supervisor. between organisational goals and relationship between
Recognises how own work operational tasks. Communicates organisational goals and
contributes to the achievement of with others regarding the purpose operational tasks. Clearly
organisational goals. Understands of their work. Understands and communicates goals and
the reasons for decisions and communicates the reasons for objectives to others. Understands,
recommendations. decisions and recommendations supports and communicates
to others. the reasons for decisions and
recommendations.
1.2 Thinks strategically Understands the work Understands the work Understands the work
environment and contributes environment and contributes environment and initiates and
to the development of plans, to the development of plans, develops team goals, strategies
strategies and team goals. strategies and team goals. and work plans. Identifies broader
Identifies issues and problems Identifies broader influences factors, trends and influences
that may impact on own work that may impact on the team’s that may impact on the team’s
objectives. Demonstrates an work objectives. Demonstrates work objectives. Considers the
awareness of the implications of an awareness of the implications ramifications of issues and longer-
issues for own work. of issues for own work and work term impact of own work and work
area. area.
1.3 Harnesses information and Draws on information from Draws on information from diverse Gathers and investigates
opportunities multiple sources and uses agreed sources and uses experience information from diverse
guidelines to analyse what to analyse what information is sources and explores new ideas
information is important and how important and how it should be and different viewpoints. Uses
it should be used. Keeps self and used. Maintains an awareness experience to analyse what
others well informed on work of the organisation and keeps information is important and how
progress. self and others well informed it should be used. Maintains an
on issues that may affect work awareness of the organisation
progress. and keeps self and others well
informed on work issues and
finds out about best practice
approaches.
1.4 Shows judgement, Undertakes analysis and draws Undertakes objective, systematic Undertakes objective, systematic
intelligence and commonsense accurate conclusions based analysis and draws accurate analysis and draws accurate
on evidence. Thinks laterally conclusions based on evidence. conclusions based on evidence.
and identifies and implements Identifies problems and works Recognises the links between
improved work practices. to resolve them. Thinks laterally, interconnected issues. Identifies
identifies and implements problems and works to resolve
improved work practices. them. Thinks laterally, identifies,
implements and promotes
improved work practices.

2. Achieves results
2.1 Identifies and uses resources Reviews task performance and Reviews project performance Reviews project performance
wisely communicates outcomes to and identifies opportunities for and identifies opportunities for
supervisor. Makes effective use of improvement. Makes effective improvement. Makes effective
individual and team capabilities. use of individual and team use of individual and team
Is responsive to changes in capabilities and negotiates capabilities and negotiates
requirements. responsibility for work outcomes. responsibility for work outcomes.
Is responsive to changes in Is responsive to changes in
requirements. requirements.
2.2 Applies and builds Contributes own expertise Values specialist expertise and Values specialist expertise and
professional expertise to achieve outcomes for the capitalises on the knowledge capitalises on the knowledge
business unit. and skills of others within the and skills of others within the
organisation. Contributes own organisation. Contributes own
expertise to achieve outcomes for expertise to achieve outcomes for
the business unit. the business unit.
2.3 Responds positively to Establishes task plans and simple Establishes clear plans Establishes clear plans
change project plans with measurable and timeframes for project and timeframes for project
milestones to deliver objectives. implementation. Responds in a implementation. Responds in a
Responds in a positive and positive and flexible manner to positive and flexible manner to
flexible manner to change. change and uncertainty. Shares change and uncertainty. Shares
Shares information with others information with others and information with others and
and adapts to a changing encourages cooperation in coping assists them to adapt.
environment. with change.
2.4 Takes responsibility for Sees tasks through to completion. Sees projects through to Sees projects through to
managing work projects to Works within agreed priorities. completion. Monitors project completion. Monitors project
achieve results Commits to achieving quality progress and manages priorities. progress and adjusts plans as
outcomes and adheres to Commits to achieving quality required. Commits to achieving
documentation procedures. outcomes and adheres to quality outcomes and adheres
Seeks feedback from supervisor documentation procedures. Seeks to documentation procedures.
to gauge satisfaction and seeks feedback from supervisor to Seeks feedback from supervisor
guidance when required. gauge satisfaction. to gauge satisfaction.

3.1 Nurtures internal and external Builds and sustains positive Builds and sustains positive Builds and sustains positive
relationships relationship with team members, relationship with team members, relationships with team members,
stakeholders and clients. Is stakeholders and clients. Is stakeholders and clients.
responsive to changes in client responsive to changes in client Proactively offers assistance for a
needs and expectations. and stakeholder needs and mutually beneficial relationship.
expectations. Anticipates and is responsive to
client and stakeholder needs and
expectations.
3.2 Listens to, understands and Actively listens to colleagues and Actively listens to staff, Actively listens to staff,
recognises the needs of others clients. Shares information and colleagues, clients and colleagues, clients and
ensures others are kept informed stakeholders. Involves others and stakeholders. Involves others and
of issues. Works collaboratively recognises their contributions. recognises their contributions.
and operates as an effective team Consults and shares information Consults and shares information
member. and ensures others are kept and ensures others are kept
informed of issues. Works informed of issues. Works
collaboratively and operates as an collaboratively and operates as an
effective team member. effective team member.
3.3 Values individual differences Recognises the positive benefits Recognises the positive benefits Recognises the positive benefits
and diversity that can be gained from diversity. that can be gained from diversity that can be gained from diversity.
Recognises the different working and explores diverse views. Encourages the exploration of
styles of individuals and factors Recognises the different working diverse views and harnesses the
this into the management of styles of individuals and factors benefits of such views. Recognises
tasks. Tries to see things from this into the management of the different working styles of
different perspectives. Treats people and tasks. Tries to see individuals and factors this into
people with respect and courtesy. things from different perspectives. the management of people and
Treats people with respect and tasks. Tries to see things from
courtesy. different perspectives. Treats
people with respect and courtesy.
3.4 Shares learning and supports Identifies learning opportunities. Identifies learning opportunities Identifies learning opportunities
others Makes time for people and for others and delegates for others and delegates
supports the contribution of tasks effectively. Agrees clear tasks effectively. Agrees clear
others. Understands and acts on performance standards and gives performance standards and gives
constructive feedback. timely praise and recognition. timely praise and recognition.
Makes time for people and Makes time for people and offers
offers full support when full support when required.
required. Provides constructive Provides constructive and
feedback. Recognises and regular feedback. Deals with
notes underperformance where underperformance promptly.
appropriate.

4.1 Demonstrates public service Adopts a principled approach Adopts a principled approach Adopts a principled approach
professionalism and probity and adheres to public service and adheres to public service and adheres to public service
values and Code of Conduct. Acts values and Code of Conduct. Acts values and Code of Conduct. Acts
professionally at all times and professionally at all times and professionally at all times and
operates within the boundaries operates within the boundaries operates within the boundaries
of organisational processes of organisational processes of organisational processes
and legal and public policy and legal and public policy and legal and public policy
constraints. Operates as an constraints. Operates as an constraints. Operates as an
effective representative of the effective representative of the effective representative of the
work area in internal forums. organisation in internal forums. organisation in internal forums.
4.2 Engages with risk and shows Provides accurate advice on Provides impartial and forthright Provides impartial and forthright
personal courage issues. Acknowledges mistakes advice. Justifies own position advice. Challenges issues
and learns from them and seeks when challenged. Acknowledges constructively and can justify
guidance and advice when mistakes and learns from them own position when challenged.
required. and seeks guidance and advice Acknowledges mistakes and
when required. learns from them, and seeks
guidance and advice when
required.
4.3 Commits to action Takes personal responsibility for Takes personal responsibility Takes personal responsibility
accurate completion of work and for meeting objectives and for meeting objectives and
seeks guidance when required. progressing work. Shows progressing work. Shows initiative
Shows initiative and does what initiative and does what is and does what is required.
is required. Commits energy required. Commits energy and Commits energy and drive to see
and drive to see that goals are drive to see that goals are that goals are achieved.
achieved. achieved.
4.4 Promotes and adopts a Focuses on achieving objectives Persists with, and focuses on Persists with, and focuses on
positive and balanced approach even in difficult circumstances. achieving objectives even in achieving objectives even in
to work Remains positive and responds to difficult circumstances. Remains difficult circumstances. Remains
pressure in a calm manner. positive and responds to pressure positive and responds to pressure
in a calm manner. in a calm manner.
4.5 Demonstrates self-awareness Seeks feedback from others. Seeks feedback from others. Self-evaluates performance and
and a commitment to personal Communicates areas of strengths Communicates areas of strengths seeks feedback from others.
development and works with supervisor to and acknowledges development Communicates areas of strengths
identify development needs. needs. Reflects on own behaviour and acknowledges development
Reflects on own behaviour and recognises the impact on needs. Reflects on own behaviour
and recognises the impact on others. Shows commitment to and recognises the impact on
others. Seeks self-development learning and self-development. others. Shows commitment to
opportunities. learning and self-development.

5.1 Communicates clearly Confidently presents messages Confidently presents messages Confidently presents messages
in a clear, concise manner. in a clear, concise and articulate in a clear, concise and articulate
Focuses on key points and uses manner. Focuses on key manner. Focuses on key
appropriate language. Structures points and uses appropriate, points and uses appropriate,
written and oral communication unambiguous language. Selects unambiguous language. Selects
to ensure clarity. the most appropriate medium the most appropriate medium
for conveying information and for conveying information and
structures written and oral structures written and oral
communication to ensure clarity. communication to ensure clarity.
5.2 Listens, understands and Seeks to understand the audience Seeks to understand the audience Seeks to understand the audience
adapts to audience and tailors communication and tailors communication and tailors communication
style and message accordingly. style and message accordingly. style and message accordingly.
Listens carefully to others and Listens carefully to others and Listens carefully to others and
checks to ensure their views checks to ensure their views checks to ensure their views
have been understood. Checks have been understood. Checks have been understood. Checks
own understanding of others’ own understanding of others’ own understanding of others’
comments. comments and does not allow comments and does not allow
misunderstandings to linger. misunderstandings to linger.
5.3 Negotiates confidently Listens to, and considers Approaches negotiations with Approaches negotiations with
different ideas and discusses a clear understanding of key a clear understanding of key
issues credibly and thoughtfully. issues. Understands the desired issues. Understands the desired
Identifies other people’s outcomes. Identifies relevant outcomes. Anticipates and
expectations and concerns. stakeholders’ expectations and identifies relevant stakeholders’
concerns. Discusses issues expectations and concerns.
credibly and thoughtfully. Discusses issues credibly and
Encourages the support of relevant thoughtfully and presents
stakeholders. persuasive counterarguments.
Encourages the support of
relevant stakeholders.

Section 2:2:Comparative
Section Profi
Comparative Profiles les CLF 8 to 12
1. Shapes strategic thinking
Components CLF8 CLF9 CLF10 CLF11 CLF12
1.1 Inspires a Provides direction Translates the strategy Develops the strategic Champions the Champions the
sense of purpose to others regarding into operational goals direction for the organisation's vision and organisation's vision
and direction the purpose and and creates a shared business unit and goals and promotes a and goals and unifies
importance of their sense of purpose creates shared shared commitment to the business units
work. Illustrates within the business sense of purpose strategic direction. Helps with the strategic
the relationship unit. Engages others by demonstrating create organisational direction. Helps create
between in the strategic how elements of the strategies that are organisational strategies
operational tasks direction of the work strategy fit together aligned with government that are aligned
and organisational area, encourages and contribute objectives and likely with government
goals. Sets work their contribution to higher-level future requirements. objectives and likely
tasks that align and communicates goals. Encourages Encourages others’ future requirements.
with the strategic expected outcomes. others’ input and input and communicates Encourages
objectives and communicates expected outcomes from others’ input and
communicates required actions and organisational strategies. communicates
expected outcomes. expected outcomes. expected outcomes
from organisational
strategies.
1.2 Focuses Understands the Understands the Understands the Understands the Understands the
strategically organisation's organisation's organisation's organisation's role within organisation's current
objectives and objectives and links direction and role society and considers and potential future
aligns operational between the business within government multiple perspectives role within society.
activities unit, organisation and society including when assessing the Considers multiple
accordingly. and the whole-of- the whole-of- ramifications of key issues perspectives when
Considers the government agenda. government agenda. on the organisation and assessing the
ramifications of Considers the Considers multiple community. Provides ramifications of key
issues and longer- ramifications of a perspectives when advice to government issues and develops
term impact of own wide range of issues, assessing the that reflects analysis of a solutions with long-
work and work area. anticipates priorities ramifications of broad range of issues and term viability for the
and develops long- issues. Develops the whole-of-government organisation and
term plans for own plans that address agenda. Considers society. Provides advice
work area. both current emerging trends, to government that
and likely future identifies long-term reflects analysis of a
requirements. Seeks opportunities and aligns broad range of issues.
to align business organisational operations Considers emerging
unit activities with with strategic priorities. trends, identifies long-
strategic priorities. term opportunities and
balances organisational
requirements with
desired whole-of-
government outcomes.
1.3 Harnesses Gathers and Gathers and Draws on information Draws on information and Draws on information
information and investigates investigates and alternative alternative viewpoints and alternative
opportunities information from a information from a viewpoints and and monitors information viewpoints and monitors
variety of sources variety of sources monitors information channels to understand information channels
and explores new and explores new channels to new issues of importance to understand new
ideas and different ideas and different understand new to the government. issues of importance
viewpoints. Probes viewpoints. Probes issues of importance Monitors change in the to the government.
information and information and to the government. environment. Positions Monitors change in the
identifies any critical identifies any critical Monitors change in the organisation to environment. Positions
gaps. Maintains gaps. Maintains an the environment. seize opportunities the organisation to
an awareness of awareness of the Seizes opportunities and minimise threats. seize opportunities
the organisation, organisation, looks for and adjusts approach Addresses any critical and minimise threats.
monitors the recent developments to respond to threats. information gaps. Addresses any critical
context in which that may impact Addresses any critical Uses knowledge of the information gaps.
the organisation on own business information gaps. organisation to tailor Uses knowledge of the
operates and area and finds out Uses knowledge of approaches to different organisation to tailor
finds out about about best practice the organisation to issues. approaches to different
best practice approaches. provide a context for issues. Recognises the
approaches. others. opportunities offered
through whole-of-
government approaches
and seeks to realise
them.

1.4 Shows Undertakes objective, Undertakes Applies intellect Applies intellect Engages in high-level
judgement, systematic analysis objective, critical and knowledge to and knowledge to critical thinking to
intelligence and and draws accurate analysis and distils weigh up complex weigh up information identify links and
common sense conclusions based on the core issues. information and and identify critical discern the critical
evidence. Recognises Presents logical identify critical factors and issues. issues. Identifies the
the links between arguments and draws factors and issues. Demonstrates effective implications for the
interconnected accurate conclusions. Works effectively judgement to weigh up organisation and applies
issues. Breaks Anticipates and when all of the options and develop effective judgement
through problems seeks to minimise information is not realistic solutions. to develop solutions.
and weighs up the risks. Breaks through available. Explores Anticipates risks, Anticipates long-term
options to identify problems and weighs the options in full addresses them and strategic risks,
solutions. Explores up the options to and makes sound quickly and helps addresses them quickly
possibilities identify solutions. decisions under others to recognise and helps others
and innovative Explores possibilities pressure. Considers them. Capitalises on to recognise them.
alternatives. and creative opportunities and innovative alternatives Capitalises on innovative
alternatives. anticipates risk. to resolve complex alternatives to resolve
Applies lateral problems. complex problems.
thinking and
identifies innovative
solutions.

Section Profi
2. Achieves results
2.1 Builds Reviews project Evaluates ongoing Investigates ways to Focuses on activities Focuses on activities that
organisational performance project performance improve effectiveness that support support organisational
capability and and focuses and identifies critical by harnessing organisational sustainability. Nurtures
responsiveness on identifying success factors. technology and sustainability. Nurtures talent and engages in
opportunities Instigates continuous implementing talent and engages in succession planning.
for continuous improvement continuous succession planning. Facilitates information
improvement. activities. Responds improvement Facilitates information accessibility and
Identifies key flexibly to changing activities. Builds accessibility and sharing. Seeks
talent to support demands. Builds teams with sharing. Investigates operational efficiency
performance. teams with complementary ways to improve and streamlines and
Remains flexible complementary skills and engages effectiveness by adapts processes.
and responsive skills and allocates in succession harnessing technology Investigates ways to
to changes in resources in a planning. Responds and implementing improve effectiveness by
requirements. manner that delivers flexibly to changing continuous harnessing technology
results. circumstances, improvement and implementing
deploys resources activities. Monitors continuous improvement
astutely and and manages activities. Engages
identifies optimum resourcing pressures in flexible resource
resourcing for optimum outcomes. management and
combinations. Creates a flexible looks beyond the
Creates a flexible environment that organisation’s
environment that enables others to meet boundaries to achieve
enables others changing demands. the optimum resourcing
to meet changing combination.
demands.
2.2 Marshals Values specialist Values specialist Integrates Integrates professional Integrates professional
professional expertise and expertise and professional expertise into the expertise into the
expertise capitalises on the capitalises on the expertise into the organisation to organisation to improve
expert knowledge knowledge within organisation to improve overall overall performance and
and skills of others. the organisation as improve overall performance delivery of organisational
Contributes own well as consulting performance and and delivery of outcomes. Manages
expertise to achieve externally as delivery of business organisational contracts judiciously.
outcomes for the appropriate. outcomes. Manages outcomes. Manages Actively ensures relevant
business unit. Manages contracts contracts judiciously. contracts judiciously. professional input from
judiciously. Actively ensures Actively ensures others is obtained and
Contributes own relevant professional relevant professional shares own experience.
expertise to achieve input from others is input from others is
outcomes for the obtained and shares obtained and shares
business unit. own experience. own experience.
2.3 Steers and Establishes Establishes clear Adopts a planned Oversees the Drives the change
implements clear plans and plans and timeframes approach to the implementation of agenda, defines high-
change and deals timeframes for project management of multiple change level objectives and
with uncertainty for project implementation and programs. Defines initiatives with ensures translation into
implementation and outlines specific high-level objectives a focus on the practical implementation
outlines specific activities. Responds and supports desired outcomes. strategies. Coordinates
activities. Responds in a positive and translation into Defines high-level projects across multiple
in a positive and flexible manner implementation objectives and agencies. Recognises
flexible manner to change and strategies. Operates ensures translation the constant nature of
to change and uncertainty. Shares effectively in an into practical change and maintains
uncertainty. Shares information with environment of implementation flexibility. Secures
information with others and assists ongoing change strategies. Operates stakeholder commitment
others and assists them to adapt. and uncertainty and effectively in an to change and maintains
them to adapt. maintains flexibility. environment of open communication
Actively ensures ongoing change channels during the
stakeholders are and uncertainty and change process.
kept informed during maintains flexibility.
times of change. Actively ensures
stakeholders are kept
informed during times
of change.

2.4 Ensures Sees projects Strives to achieve and Drives a culture Drives a culture of Drives a culture of
closure and through to encourages others of achievement. achievement and achievement, and
delivers on completion. Monitors to do the same. Ensures ideas and fosters a quality focus fosters a quality focus
intended results project progress and Monitors progress intended actions in the organisation. in the organisation.
adjusts plans as and identifies risks become reality and Ensures ideas and Ensures ideas and
required. Commits that may impact on that planned projects intended actions intended actions
to achieving outcomes. Adjusts result in expected become reality and become reality and that
quality outcomes plans as required. outputs. Strives that planned projects planned projects result
and ensures Commits to achieving for quality, and result in expected in expected outputs.
documentation quality outcomes ensures compliance outputs. Enables Enables the achievement
procedures are and ensures with regulatory the achievement of outcomes by
maintained. Seeks documentation requirements. of outcomes by identifying and removing
feedback from procedures are Puts systems in identifying and potential barriers
stakeholders to maintained. Seeks place to establish removing potential to success. Keeps
gauge satisfaction. feedback from and measure barriers to success. stakeholders informed of
stakeholders to accountabilities. Keeps stakeholders progress and any issues
gauge satisfaction. Manages risks that informed of progress that arise.
may impede on and any issues that
project outcomes arise.
and ensures that
key stakeholders are
across all relevant
issues.

Section Profi
3. Cultivates productive working relationships
3.1 Nurtures Builds and sustains Builds and sustains Builds and sustains Builds and sustains Builds and sustains
internal and relationships with relationships with relationships within relationships within relationships that
external a network of key a network of key the organisation, the organisation, the provide a rich
relationships people internally people internally and the Minister’s Minister’s office, across intelligence network.
and externally. externally. Recognises office, across the the public service and Establishes an effective
Proactively offers shared agendas public service and with a diverse range of working relationship
assistance for a and works toward with a diverse external stakeholders. with the Minister.
mutually beneficial mutually beneficial range of external Encourages Encourages stakeholders
relationship. outcomes. Anticipates stakeholders. Looks stakeholders to to work together, and
Anticipates and and is responsive to for shared agendas work together, and establishes cross-
is responsive internal and external and uses these establishes cross- agency approaches to
to internal and client needs. to bring people agency approaches to address issues. Shows
external client together. Shows address issues. Shows a commitment to client
needs. a commitment a commitment to client service through own
to client service service through own actions and those of the
through own actions actions and those of the organisation.
and those of the organisation.
business unit.
3.2 Facilitates Involves people, Brings people Brings people Consults broadly to Consults broadly to
cooperation and encourages them together and together and obtain buy-in. Draws obtain buy-in and
partnerships and recognises encourages encourages on the knowledge recognises when input is
their contribution. input from key input from key of key stakeholders required. Communicates
Consults and shares stakeholders. Finds stakeholders. within and outside the importance of
information and opportunities to Facilitates the organisation consultation with
ensures others share information cooperation within and facilitates stakeholders to
are kept informed and ensures that and between cooperation by sharing others. Overcomes
of issues. Works others are kept organisations. information. Promotes organisational silos by
collaboratively informed of issues. Promotes the information exchange facilitating cooperation
and operates as Fosters teamwork and reciprocal sharing of by maintaining open between organisations.
an effective team rewards cooperative information to build communication Engages the Minister’s
member. and collaborative knowledge. Fosters channels. Personally office on key issues.
behaviour. teamwork and manifests strong Personally manifests
Resolves conflict rewards cooperative interpersonal strong interpersonal
using appropriate and collaborative relations and rewards relations and rewards
strategies. behaviour. cooperative and cooperative and
Resolves conflict collaborative behaviour. collaborative behaviour.
and manages Anticipates and resolves Anticipates and resolves
the sensitivities conflict. conflict.
involved.
3.3 Values Recognises the Recognises the Recognises the Capitalises on the Communicates the value
individual positive benefits positive benefits positive benefits positive benefits that of harnessing diversity
differences and that can be gained that can be gained that can be gained can be gained from for the organisation.
diversity from diversity from diversity and from diversity and diversity and harnesses Capitalises on the
and encourages encourages the capitalises on these different viewpoints. positive benefits that
the exploration exploration of diverse for the benefit Uses understanding can be gained from
of diverse views. views. Harnesses of the business of differences to diversity and harnesses
Harnesses understanding unit. Harnesses anticipate reactions and different viewpoints.
understanding of differences to understanding enhance the operation Uses understanding
of differences anticipate reactions of differences to of the organisation. of differences to
to enhance and enhance anticipate reactions Recognises the different anticipate reactions and
interactions. interactions. and enhance working styles of enhance the operation
Recognises Recognises the interactions. individuals, anticipates of the organisation.
the different different working Recognises the reactions and tries Recognises the different
working styles of styles of individuals different working to see things from working styles of
individuals, and and tries to see styles of individuals, different perspectives. individuals, anticipates
tries to see things things from different and tries to see reactions and tries to
from different perspectives. things from different see things from different
perspectives. perspectives. perspectives.

3.4 Guides, Identifies learning Encourages and Encourages and Identifies and develops Identifies and develops
mentors and opportunities for motivates people motivates people talent. Encourages talent. Encourages and
develops people others and empowers to engage in to engage in and motivates motivates people to
them by delegating continuous learning continuous learning, people to engage in engage in continuous
tasks. Agrees and empowers and empowers continuous learning, learning and empowers
clear performance them by delegating them by delegating and empowers them by delegating
standards and gives tasks. Agrees on responsibility for them by delegating responsibility for work.
timely praise and clear performance work. Sets clear responsibility for work. Sets clear performance
recognition. Makes standards and gives performance Sets clear performance standards and gives
time for people and timely praise and standards and gives standards and gives timely praise and
offers full support recognition. Makes timely praise and timely praise and recognition. Makes
when required. time for people and recognition. Makes recognition. Makes time for people and
Delivers constructive, offers full support time for people and time for people and offers full support
objective feedback when required. offers full support offers full support when required.
in a manner that Delivers constructive when required. when required. Delivers constructive
gains acceptance feedback in a manner Delivers constructive Delivers constructive feedback and manages
and achieves that gains acceptance feedback feedback and manages underperformance.
resolution. Deals with and achieves and manages underperformance. Offers support in times
underperformance resolution. Deals with underperformance. Offers support in times of high pressure.
promptly. underperformance Offers support of high pressure. Celebrates success and
promptly. in times of high Celebrates success and engages in activities to
pressure and engages in activities to maintain morale.
engages in activities maintain morale.
to maintain morale.

Section Profi
4. Exemplifies personal drive and integrity
4.1 Demonstrates Adopts a principled Adopts a principled Adheres to and Adheres to and Adheres to and
public service approach and approach and promotes public promotes public promotes public service
professionalism adheres to public adheres to public service values and service values values and Code of
and probity service values and service values and Code of Conduct and Code of Conduct and aligns
Code of Conduct. Code of Conduct. and acts with Conduct and aligns business processes
Acts professionally Acts professionally utmost integrity and business processes accordingly. Addresses
and impartially and impartially at all professionalism. accordingly. breaches of protocol
at all times and times and operates Encourages these Addresses breaches and probity. Operates
operates within within the boundaries standards in of protocol and professionally and
the boundaries of organisational others. Operates probity. Operates within the boundaries
of organisational processes and legal professionally professionally and of organisational
processes and and public policy and within the within the boundaries processes and legal
legal and public constraints. Operates boundaries of of organisational and public policy
policy constraints. as an effective organisational processes and constraints. Represents
Operates as representative of the processes and legal and public the organisation
an effective organisation in public legal and public policy constraints. effectively in public and
representative of and internal forums. policy constraints. Represents the internal forums and
the organisation in Represents the organisation advocates the corporate
public and internal organisation effectively in public agenda.
forums. effectively in public and internal forums
and internal forums, and advocates the
and advocates the corporate agenda.
corporate agenda.
4.2 Engages with Provides impartial Provides impartial Provides impartial Provides impartial Acts as a role model
risk and shows and forthright and forthright advice. and forthright and forthright advice. for leadership courage
personal courage advice. Challenges Challenges important advice. Is prepared Is prepared to make by consistently raising
important issues issues constructively, to make tough tough corporate critical and difficult
constructively, stands by own position corporate decisions decisions to achieve issues. Provides
stands by own and supports others to achieve desired desired outcomes. impartial and forthright
position when when required. outcomes. Clearly voices advice. Is prepared to
challenged. Acknowledges Challenges and own opinion and make tough corporate
Acknowledges mistakes and learns encourages challenges difficult decisions to achieve
mistakes and learns from them and seeks debate on difficult or controversial desired outcomes.
from them and seeks guidance and advice or controversial issues. Stands by Accepts accountability
guidance and advice when required. issues. Stands by own position and for mistakes made in
when required. own position and supports others the organisation and
supports others when required. Takes ensures corrective action
when required. Takes responsibility for is taken. Seeks guidance
responsibility for mistakes and learns and advice when
mistakes and learns from them. Seeks required.
from them. Seeks guidance and advice
guidance and advice when required.
when required.
4.3 Commits to Takes personal Takes personal Commits to achieving Commits to achieving Acts decisively to
action responsibility for responsibility for key outcomes for key outcomes for ensure strategies are
meeting objectives meeting objectives the organisation. the organisation and implemented and
and progressing and progressing work. Demonstrates uses personal drive, issues are addressed.
work. Shows Shows initiative and personal drive, focus and energy Demonstrates personal
initiative and proactively steps in focus and energy. to enthuse others. drive, focus and energy.
proactively steps in and does what is Galvanises others to Galvanises others to Galvanises others to
and does what is required. Commits act. Acts decisively act. Acts decisively act. Commits to getting
required. Commits
energy and drive to and initiates urgent and initiates urgent the job done. Maintains
energy and drive to
see that goals are action to overcome action to overcome control and initiates
see that goals are
achieved. achieved. difficult problems. difficult problems. urgent action to resolve
issues when required.

4.4 Displays Persists and Persists and focuses Persists and focuses Persists and focuses Persists and focuses on
resilience focuses on on achieving on achieving on achieving achieving organisational
achieving objectives objectives even in organisational organisational objectives throughout
even in difficult difficult circumstances. objectives objectives periods of extreme
circumstances. Remains positive and even in difficult even in difficult pressure. Monitors own
Remains positive responds to pressure circumstances. circumstances. emotional reactions and
and responds in a controlled manner. Monitors own Monitors own responds to pressure
emotional reactions emotional reactions in a controlled manner.
to pressure in a Maintains momentum
and responds and responds Retains focus on the end
controlled manner. and sustains effort
to pressure in to pressure in a goal and overcomes
Continues to move despite criticism or controlled manner.
a controlled significant barriers
forward despite setbacks. Overcomes obstacles
manner. Displays and obstacles. Rapidly
criticism or setbacks. and rapidly recovers
a positive outlook recovers from setbacks.
and maintains from setbacks. Displays a positive
momentum in Displays a positive outlook in difficult
difficult situations. outlook in difficult situations.
situations.
4.5 Demonstrates Self-evaluates Critically analyses Examines own Demonstrates a Demonstrates a

self-awareness performance and own performance and performance and high level of self- high level of self-
and a commitment seeks feedback seeks feedback from regularly seeks awareness and awareness and acts
to personal from others. others. Confidently feedback from acknowledges areas as a role model by
development Communicates and communicates others. Confidently of both strength openly communicating
acts on strengths strengths and promotes areas and limitation. strengths and
and development acknowledges of strength, Confidently promotes development needs.
needs. Reflects development needs. acknowledges areas of strength Uses self-insight to
on own behaviour Acts on negative development and proactively
identify areas in which
and recognises the feedback to improve needs and identifies learning
own capabilities
impact on others. performance. Reflects proactively identifies opportunities to
extend skills and complement other
Shows strong on own behaviour and related learning
recognises the impact experience. Reflects people’s. Is open
commitment to opportunities to
on others. Shows on the impact of own to feedback and is
learning and self- extend skills and responsive in adjusting
development and strong commitment experience. Reflects behaviour on others
to learning and self- and is responsive in behaviour. Strives for
accepts challenging on own behaviour
development, and adjusting behaviour. continual learning.
new opportunities. and recognises the
embraces challenging impact on others.
new opportunities.

Section Profi
5.1 Communicates Confidently Confidently presents Confidently presents Confidently presents Confidently presents
clearly presents messages messages in a messages in a clear, messages in a clear, messages in a clear
in a clear, concise clear, concise concise and articulate concise and articulate and articulate manner.
and articulate and articulate manner. Focuses manner. Focuses on Focuses on key points
manner. Focuses manner. Translates on key points for key points for the for the audience and
on key points and information for the audience and audience and states selects the most
uses appropriate, others, focusing uses appropriate, the facts. Structures appropriate medium for
unambiguous on key points and unambiguous message for brevity conveying information.
language. using appropriate, language, and explains and presents message States the facts and
Selects the most unambiguous the implications with precision uses straightforward
appropriate language. and ensures the and confidence, language to aid
medium for Selects the most conclusion is clearly harnessing the most transparency. Creates
conveying appropriate medium conveyed. Selects appropriate methods meaning for the
information for conveying the most appropriate of communication. audience by using
and structures information medium for conveying Creates meaning for analogies and stories to
written and oral and structures information and the audience by using illustrate key points.
communication to written and oral structures written and analogies and stories
ensure clarity. communication to oral communication to to illustrate key points.
ensure clarity. ensure clarity.
5.2 Listens, Seeks to Seeks to understand Seeks to understand Seeks to understand Seeks to understand
understands and understand the audience the audience and the audience the audience and reads
adapts to audience the audience and tailors tailors communication and adapts their nonverbal cues.
and tailors communication style and message communication Adapts communication
communication style and message accordingly. Listens style and message style and message
style and message accordingly. Listens carefully to others to meet their needs. to meet their needs.
accordingly. carefully to others and checks to ensure Listens carefully to Listens carefully to
others and ensures others and ensures
Listens carefully and checks to ensure their views have
their views have their views have been
to others and their views have been understood.
been understood. understood. Anticipates
checks to ensure been understood. Anticipates reactions Anticipates reactions reactions and prepares
their views have Anticipates reactions and prepares a and prepares a a response to address
been understood. and is prepared to response to address response to address the audience’s
Checks own respond. Checks the audience’s the audience’s concerns. Checks
understanding of own understanding concerns. Checks concerns. Checks own understanding
others’ comments of others’ comments own understanding own understanding of others’ comments
and does not allow and does not allow of others’ comments of others’ comments and does not allow
misunderstandings misunderstandings and does not allow and does not allow misunderstandings to
to linger. to linger. misunderstandings to misunderstandings to linger.
linger. linger.

5.3 Negotiates Approaches Approaches Approaches Approaches Approaches

persuasively negotiations with negotiations with negotiations with a negotiations with a negotiations with a
a strong grasp of a strong grasp of strong grasp of the strong grasp of the strong grasp of the
the key issues, the key issues, key issues. Presents key issues. Presents key issues. Presents
having prepared having prepared a convincing and a convincing and a convincing and
in advance. well in advance. balanced rationale. balanced rationale. balanced rationale.
Understands the Understands the Anticipates the Focuses on the way Focuses on the way
desired objectives desired objectives position of the other in which the message in which the message
and associated and associated party, and is aware of is delivered, and is delivered, and
strengths and strengths and the extent of potential uses techniques to uses techniques
weaknesses. weaknesses. for compromise. illustrate the argument to illustrate the
Anticipates the Anticipates the Acknowledges persuasively. argument persuasively.
position of the position of the and addresses Anticipates the Anticipates the position
other party and other party, and disagreements to position of the other of the other party,
frames arguments adapts approach facilitate mutually party, and is aware of and is aware of the
accordingly. accordingly. beneficial solutions. the extent of potential extent of potential
Encourages the Encourages the Engages the support for compromise. for compromise.
support of relevant support of relevant of credible others. Acknowledges Acknowledges
stakeholders. stakeholders. Focuses on the desired and addresses and addresses
Strives to achieve Encourages debate objectives and ensures disagreements to disagreements to
an outcome that and identifies negotiations remain facilitate mutually facilitate mutually
delivers benefits for common ground to on track. beneficial solutions. beneficial solutions.
both parties. facilitate agreement Identifies key Identifies key
and acceptance of stakeholders and stakeholders and
mutually beneficial engages their support. engages their support.
solutions. Focuses on the Focuses on the desired
desired objectives and objectives and ensures
ensures negotiations negotiations remain on
remain on track. track.

Section 3: Individual Profiles
The following individual profiles are presented as:
• All capabilities and components for this level
• Each capability showing components and behavioural indicators:
CLF 1-7:
• Supports strategic direction
• Achieves results
• Supports productive working relationships
• Displays personal drive and integrity
• Communicates with influence
CLF 8-12, CES:

• Shapes strategic thinking
• Achieves results
• h
Cultivates productive working relationships
• Exemplifies personal drive and
nd iintegrity
ity
• e
Communicates with influence
t
Note: Shaded areas in the “All capabilities” tables n
from CLF 2 on, show critical transition points
where new behaviours have been introduced. d New behaviours are shown by italics.

Section 3: Individual Profiles CLF 1
All capabilities and components for CLF 1
Supports strategic Supports productive Displays personal drive Communicates with

Achieves results
direction working relationships and integrity influence
Supports shared purpose Identifies and uses Nurtures internal and Demonstrates public Communicates clearly and
and direction resources wisely external relationships service professionalism gets message across.
Supports the Tells supervisor if work Is friendly, polite and and probity Listens, understands and
organisation’s business won’t be finished on helpful with team Acts in line with the Code adapts to audience.
objectives. Follows time. Uses their skills members and clients. Joins of Conduct. Listens carefully and
supervisor’s direction. effectively. in with team activities. checks they understand.
Recognises how their work Engages with risk and
connects to others. Applies and builds Listens to, understands shows personal courage Negotiates confidently
professional expertise and recognises the needs Gives accurate information Explains a problem and
Thinks strategically Helps the team where of others related to their work. helps find a solution.
Understands the work they can. Shares information and
environment. Shows an cooperates with team Commits to action
awareness of issues that Responds positively to members. Works hard and takes care
may help or hinder their change to do a good job.
work. Shares information with Values individual
others. Can adapt and be differences and diversity Promotes and adopts a
Harnesses information flexible as things change. Can accept other points of positive and balanced
and opportunities view. Treats people with approach to work
Knows who to ask for Takes responsibility for respect. Stays calm and carries out
help. Asks questions to managing work projects tasks as directed.
resolve issues. Checks to to achieve results Shares learning and
see what information can Finishes tasks as directed. supports others Demonstrates self-
be given to others. Checks with supervisor Learns from mistakes and awareness and a
that their work is listens to advice. commitment to personal
Shows judgement, satisfactory and gets help development
intelligence and if they need it. Checks how they are
commonsense going. Talks to supervisor
Refers problems to about where to improve.
supervisor. Looks for ways
to improve work practices.

1.1 Supports shared purpose 1.2 Thinks strategically 1.3 Harnesses information and 1.4 Shows judgement,
and direction opportunities intelligence and commonsense
Supports the organisation’s Understands the work Knows who to ask for help. Asks Refers problems to supervisor.
Description
business objectives. Follows environment. Shows an questions to resolve issues. Looks for ways to improve work
supervisor’s direction. awareness of issues that may Checks to see what information practices.
Recognises how their work help or hinder their work. can be given to others.
connects to others.
a. Knows the agency’s main a. Understands what has to a. Pays attention to relevant staff a. Uses their common sense
function and why it is be done and how to get notices. to get work done.
important. it done.
b. Can find contact details for b. Knows when they need to
Behavioural indicators
b. Can see how their work fits b. Understands how other staff members. ask for help.
into the priorities of the issues might impact on
team. the work e.g. absences, c. Knows where to find c. Joins in discussions about
lack of supplies. information and resources. solving problems.
c. Knows what other team
members do and why. c. Joins in team goal setting. d. Asks questions to understand d. Helps to improve work
an issue. practices.
d. Can understand and follow d. Thinks through tasks and
the supervisor’s directions. plans ahead to get work e. Knows what they can tell
done on time. others.

2. Achieves results
2.1 Identifies and uses 2.2 Applies and builds 2.3 Responds positively to 2.4 Takes responsibility for
resources wisely professional expertise change managing work projects to
achieve results
Tells supervisor if work won’t Helps the team where they can. Shares information with others. Finishes tasks as directed.
Description
be finished on time. Uses their Can adapt and be flexible as Checks with supervisor that
skills effectively. things change. their work is satisfactory and
gets help if they need it.
a. Puts in a good effort and a. Learns new skills on the a. Keeps a list of tasks to do. a. Does the job they are
keeps trying when it is job through practice with asked to do with regular
hard. help from colleagues and b. Reorganises work to make guidance from the
supervisor. best use of time. supervisor.
b. Uses their time well to
meet priorities. b. Is willing to help the team. c. Tells supervisor and team b. Takes pride in their work
members if circumstances and in finishing a job well.
c. Takes care of resources c. Shares knowledge and change.
and minimises waste. skills with team members. c. Asks supervisor if work is
d. Is willing to change tasks and OK and looks for ways to
d. Checks how they are going the way things are done when improve.
and tells the supervisor if asked.
they will not finish on time. d. Records basic information
correctly.
e. Suggests ways to save
time.

3.1 Nurtures internal and 3.2 Listens to, understands and 3.3 Values individual 3.4 Shares learning and
external relationships recognises the needs of others differences and diversity supports others
Description
Is friendly, polite and helpful Shares information and Can accept other points of Supports members of the
with team members and clients. cooperates with team members. view. Treats people with team.
Joins in with team activities. respect.
a. Answers the phone in a a. Cooperates with team a. Tries to see things from the a. Helps new team members
business-like way. members. other person’s perspective. to fit in.
b. Uses appropriate language b. Keeps staff and clients b. Stays calm when others b. Shows others how to do
at work. informed of progress and express different opinions. the job for times when they
issues. are not there.
c. Offers help to team members c. Treats others fairly and
and supports them willingly is tolerant of different
where they can. lifestyles and beliefs.
d. Finds out what clients want

and passes on messages
accurately to the right
person.

4.1 Demonstrates public 4.2 Engages with risk 4.3 Commits to action 4.4 Promotes and 4.5 Demonstrates
service professionalism and shows personal adopts a positive and self-awareness and a
and probity courage balanced approach to commitment to personal
work development
Acts in line with the Code Gives accurate Works hard and takes Stays calm and carries Checks how they are
Description
of Conduct. information related to care to do a good job. out tasks as directed. going. Talks to supervisor
their work. about where to improve.
a. Is honest and obeys a. Tells supervisor of a. Gets on with the job. a. Stays controlled a. Can see where they
the law. risks. when under have done well or
b. Is reliable and pressure. need to get better.
b. Takes care of public b. Follows safety makes sure they are
resources. rules. fit for work. b. Does not react b. Is keen to learn and
personally to willing to try.
c. Understands they c. Takes proper care c. Is on time for criticism.
work in the public of themselves and meetings and for c. Learns from mistakes
service and must act of property. work. c. Looks for the and listens to advice.
in line with the Code positive in difficult
of Conduct. situations.
d. Dresses appropriately d. Supports a

and speaks positive work
appropriately to staff environment.
and clients.

5.1 Communicates clearly 5.2 Listens, understands and adapts to 5.3 Negotiates confidently
audience
Communicates messages clearly and Listens carefully and checks they Explains a problem and helps find a
Description
concisely. understand. solution.
a. Gives messages orally and in writing. a. Pays attention and takes in the key a. Explains a problem clearly, who it
points of the speaker. affects and why it is important.
b. States the key points clearly and

accurately. b. Checks with the speaker to see they b. Suggests ways to fix the problem.
have understood the message correctly.
c. Understands what is reasonably
c. Takes notes to help them remember. expected of them at work.
d. Seeks help when needed to meet own

workplace rights and responsibilities.


Achieves results
Supports shared purpose Identifies and uses Nurtures internal and Demonstrates public Communicates clearly
and direction resources wisely external relationships service professionalism Communicates messages
Understands and supports Monitors task progress Builds and sustains and probity clearly and concisely.
the organisation’s vision, against performance positive relationships with Adopts a principled Focuses on key points and
mission and business expectations. Alerts team members and clients. approach and adheres uses appropriate language.
objectives. Follows supervisor early if work is Actively participates in to public service values Structures written and oral
direction provided by behind schedule. Makes teamwork and activities. and Code of Conduct. communication so it is easy
supervisor. Recognises effective use of own Responds under direction Acts professionally at to follow.
how own work contributes capabilities. to changes in client needs all times and operates
to the achievement of team and expectations. within the boundaries of Listens, understands and
goals. Understands the Applies and builds organisational processes adapts to audience
reasons for decisions and professional expertise Listens to, understands and legal and public policy Adapts communication
recommendations. Contributes own expertise and recognises the needs constraints. style and approach to
to achieve outcomes for of others ensure they address the
Thinks strategically the business unit. Actively listens to Engages with risk and needs of different people or
Understands the work colleagues and clients. shows personal courage audiences. Listens carefully
environment and Responds positively to Shares information and Provides accurate advice to others and checks to
participates in team goal change contributes to team on less complex issues. ensure their views have
setting. Demonstrates an Creates and maintains discussions. Works closely Acknowledges mistakes been understood. Checks
awareness of issues that schedules. Responds with team members and learns from them, and own understanding of
may impact on designated in a positive manner to achieve results and seeks guidance and advice others’ comments.
work tasks. to change. Shares operates as an effective when required.
information with others. team member. Negotiates confidently
Harnesses information Is adaptable and flexible Commits to action Listens to, and considers
and opportunities to accommodate the Values individual Takes personal different ideas. Discusses
Knows where to find changing needs of the differences and diversity responsibility for accurate issues without getting
information, and asks team. Understands, values and completion of work and personal or aggressive.
questions to ensure a responds to different seeks assistance when
better understanding of Takes responsibility for personal styles. Tries to required. Commits energy
issues. Seeks guidance managing work projects see things from different and drive to see that goals
to determine what to achieve results perspectives. Treats people are achieved.
information should be Sees tasks through to with respect and courtesy.
conveyed to others. Keeps completion. Works within Promotes and adopts a
supervisor informed on agreed priorities, and Shares learning and positive and balanced
work progress. works independently on supports others approach to work
routine tasks. Maintains Identifies learning Works as directed to
Shows judgement, accurate records and opportunities. Supports achieve work objectives,
intelligence and files. Seeks feedback the contribution of others. even in difficult
commonsense from supervisor to gauge Understands and acts on circumstances. Remains
Researches information satisfaction and seeks constructive feedback. positive and responds
relevant to work tasks assistance when required. to pressure in a calm
and responsibilities. manner.
Participates in discussions
around issues and refers Demonstrates self-
problems to supervisor. awareness and a
Recognises the need for commitment to personal
improved work practices. development
Seeks feedback from
others. Understands areas
of strengths and works
with supervisor to identify
development needs. Is
aware of the impact of
own behaviour on others.
Seeks self-development
opportunities.

1.1 Supports shared purpose 1.2 Thinks strategically 1.3 Harnesses information and 1.4 Shows judgement,
Understands and supports the Understands the work Knows where to find information, Researches information
organisation’s vision, mission environment and participates and asks questions to ensure a relevant to work tasks and
and business objectives. in team goal setting. better understanding of issues. responsibilities. Participates in
Follows direction provided Demonstrates an awareness Seeks guidance to determine what discussions around issues and
Description
by supervisor. Recognises of issues that may impact on information should be conveyed to refers problems to supervisor.
how own work contributes designated work tasks. others. Keeps supervisor informed Recognises the need for
to the achievement of team on work progress. improved work practices.
goals. Understands the
reasons for decisions and
recommendations.
a. Follows direction provided a. Demonstrates an a. Is aware of the corporate goals a. Researches information
by supervisor and asks for awareness of issues that and understands the team relevant to work tasks and
clarification if needed. may impact on designated priorities. responsibilities.
work tasks.
b. Is aware of the relationship b. Keeps supervisor informed on b. Identifies issues
between team priorities b. Thinks and plans ahead. work progress. which could impact on
and specific tasks. designated tasks and
c. Understands the work c. Knows where to find relevant alerts supervisor.
c. Understands how own environment. information.
work contributes to the c. Participates in discussions
team goals. d. Informs supervisor of d. Asks questions to gain better around issues.
potential issues that may understanding of an issue.
d. Understands and supports impact on designated d. Refers problems to

the organisation’s vision, work tasks. e. Seeks supervisor guidance to supervisor.
mission and business determine what information
objectives. e. Participates in team goal should be conveyed to others. e. Participates in decision-
setting. making.
e. Takes time to learn
about other areas of the f. Organises information to
organisation. help others make quick,
informed decisions.
f. Asks questions to ensure
an accurate understanding g. Recognises the need to
of decisions and improve work practices.
recommendations.
g. Is able to explain
how decisions and
recommendations are
relevant to their work.

2. Achieves results
achieve results
Monitors task progress against Contributes own expertise Creates and maintains schedules. Sees tasks through to
performance expectations. to achieve outcomes for the Responds in a positive manner to completion. Works within
Alerts supervisor early if business unit. change. Shares information with agreed priorities, and works
Description
work is behind schedule. others. Is adaptable and flexible independently on routine

Makes effective use of own to accommodate the changing tasks. Maintains accurate
capabilities. needs of the team. records and files. Seeks
feedback from supervisor to
gauge satisfaction and seeks
a. Makes effective use of own a. Applies and develops a. Creates and maintains a. Seeks feedback from
capabilities. capabilities to meet schedules. supervisor on the
performance expectations. performance of assigned
b. Monitors task progress b. Links day-to-day tasks to tasks and incorporates
against performance b. Demonstrates knowledge performance expectations this feedback into the
expectations. of the features of new and team outcomes. performance of new tasks.
programs, products or
c. Alerts supervisor early if services relevant to the c. Demonstrates flexibility and b. Maintains accurate records
work is behind schedule or position. adaptability to meet changing and files.
can’t be done. work requirements.

c. Contributes own expertise c. Sees tasks through to
d. Reschedules and for the benefit of the d. Informs supervisor of completion.
reorganises work to reflect business unit. potential impact of proposed
changes in priority. change. d. Performs under direction
from supervisor and works
e. Adjusts own schedule e. Shares appropriate to agreed priorities and
to suit colleagues and information with colleagues outcomes.
business needs. during times of change.
e. Completes routine tasks.
f. Responds to change under
guidance from supervisor. f. Takes on additional duties
when required.
g. Is responsive to changes in
requirements.

3.1 Nurtures internal and 3.2 Listens to, understands and 3.3 Values individual 3.4 Shares learning and
external relationships recognises the needs of others differences and diversity supports others
Builds and sustains positive Actively listens to colleagues and Understands, values and Identifies learning
relationships with team clients. Shares information and responds to different personal opportunities. Supports
Description
members and clients. Actively contributes to team discussions. styles. Tries to see things the contribution of others.
participates in teamwork and Works closely with team members from different perspectives. Understands and acts on
activities. Responds under to achieve results and operates as Treats people with respect and constructive feedback.
direction to changes in client an effective team member. courtesy.
needs and expectations.
a. Develops positive a. Operates as an effective a. Recognises the value of a. Supports the contribution
relationships with team member of the team. individual differences and of others.
members. understands that others
b. Works closely with team may work in different ways. b. Identifies development
b. Actively participates in members to achieve results. opportunities for self
teamwork and group b. Recognises that others and shares learning with
activities. c. Actively listens to colleagues have different views and others.
and clients and reports their experience.
c. Builds and sustains needs to supervisor. c. Congratulates people on
relationships, liaising with c. Tries to see things from the achievements.
teams members and clients. d. Supports team members in other person’s perspective.
achieving goals, especially d. Understands and acts on
d. Responds under direction to during busy or difficult d. Maintains an awareness constructive feedback.
changes in client needs and working periods. of the personalities,
expectations. motivations and other
e. Shares information with own diverse qualities of people.
e. Manages client expectations team and contributes to team
by clarifying expectations discussions. e. Treats people with respect
and deadlines. and courtesy.
f. Informs supervisor of work
f. Keeps clients informed on progress.
progress.
g. Provides courteous, prompt

and professional service to
clients.

4.1 Demonstrates public 4.2 Engages with 4.3 Commits to action 4.4 Promotes and 4.5 Demonstrates self-
service professionalism risk and shows adopts a positive and awareness and a commitment
and probity personal courage balanced approach to to personal development
work
Adopts a principled Provides accurate Takes personal Works as directed Seeks feedback from
approach and adheres to advice on less responsibility for to achieve work others. Understands areas
the public service values complex issues. accurate completion objectives, even in of strengths and works
and Code of Conduct. Acknowledges of work and seeks difficult circumstances. with supervisor to identify
Description
Acts professionally at mistakes and learns assistance when Remains positive and development needs. Is
all times and operates from them, and seeks required. Commits responds to pressure in aware of the impact of
within the boundaries of guidance and advice energy and drive to a calm manner. own behaviour on others.
organisational processes when required. see that goals are Seeks self-development
and legal and public achieved. opportunities.
policy constraints.
a. Understands and a. Listens when a. Takes personal a. Stays focused a. Is aware of the impact of
applies public own ideas are responsibility and productive own behaviour on others.
service values and challenged. for accurate in difficult
Code of Conduct and completion of circumstances. b. Seeks self-development
consistently behaves b. Provides work. opportunities.
in an honest, ethical accurate advice b. Works as directed
and professional way. to colleagues b. Knows who to achieve c. Is willing to learn new
and clients on can provide objectives. approaches and acquire
b. Treats people fairly less complex assistance with new capabilities.
and equitably and issues. the achievement c. Maintains an
is transparent in of goals and optimistic outlook d. Applies new knowledge in
dealings with them. c. Makes sure seeks help when and focuses on the workplace.
that all work is required. the positives in
c. Makes decisions for checked and difficult situations. e. Develops an
the corporate good proofed. c. Gets on with the understanding of
without favouritism job at hand and d. Supports a personal strengths and
or bias. d. Takes applies self with positive working capabilities.
responsibility energy and drive. environment.
d. Places the aims of the for mistakes f. Works with supervisor

organisation above and learns from d. Commits to e. Stays calm in to identify individual
personal ambitions. them. meeting the difficult situations developmental
objectives. and when dealing requirements needed to
e. Takes time to learn e. Acknowledges with difficult complete assigned tasks.
policies, regulations when in the e. Follows up to people.
and standard wrong. ensure that issues g. Agrees on performance
operating procedures are finalised. f. Does not become standards with
and understands why f. Seeks advice and defensive when supervisor.
they exist. assistance from f. Informs supervisor faced with
colleagues and of issues criticism. h. Seeks feedback on
f. Complies with supervisor when impacting on the behaviour and work
procedures, uncertain. achievement of performance from
legislative, policy designated tasks. supervisor, and is
and regulatory responsive to guidance.
frameworks.
i. Seeks input from
g. Maintains strict supervisor when
confidentiality of assessing performance.
information seen.
j. Identifies strengths as
well as developmental
requirements needed to
complete assigned tasks.

audience
Communicates messages clearly and Adapts communication style and approach Listens to, and considers different ideas.
concisely. Focuses on key points and uses to ensure they address the needs of different Discusses issues without getting personal or
Description
appropriate language. Structures written people or audiences. Listens carefully to aggressive.

and oral communication so it is easy to others and checks to ensure their views
follow. have been understood. Checks own
understanding of others’ comments.
a. Focuses on clear communication of a. Is aware of how own communication a. Listens to, considers and acknowledges
key points. style affects others. differing ideas.
b. Limits the use of jargon and b. Pays close attention to others when they b. Discusses issues without getting
abbreviations. are speaking. personal or aggressive.
c. Explains complex information c. Checks own understanding of others’

using language appropriate for the comments by asking clarifying

audience. questions.
d. Presents messages clearly. d. Checks to ensure their own views have

been understood.
e. Speaks at an appropriate volume and
pace. e. Adapts communication style and
approach to ensure they address the
f. Succinctly conveys information. needs of different people or audiences.
g. Structures written communication so

it is easy to follow and uses correct
spelling and grammar.

1. Supports strategic 3. Supports productive 4.Displays personal drive 5. Communicates with

2. Achieves results
and direction resources wisely external relationships service professionalism Communicates messages
Understands and supports Monitors task progress Builds and sustains and probity clearly and concisely.
the organisation’s vision, against performance positive relationships with Adopts a principled Focuses on key points and
mission and business expectations. Alerts team members and clients. approach and adheres to uses appropriate language.
objectives. Follows supervisor early when Actively participates in the public service values Structures written and oral
direction provided by work is behind schedule teamwork and activities. and Code of Conduct. communication so it is
supervisor. Recognises and makes alternative Responds under direction Acts professionally at easy to follow.
how own work contributes arrangements. Makes to changes in client needs all times and operates
to the achievement effective use of own and expectations. within the boundaries of Listens, understands and
of team and section capabilities. organisational processes adapts to audience
goals. Understands the Listens to, understands and legal and public policy Adapts communication
reasons for decisions and Applies and builds and recognises the needs constraints. style and approach to
recommendations. professional expertise of others ensure they address the
Contributes own expertise Actively listens to Engages with risk and needs of different people or
Thinks strategically to achieve outcomes for colleagues and clients. shows personal courage audiences. Listens carefully
Understands the the business unit. Shares information and Provides accurate advice to others and checks to
work environment contributes to team on less complex issues. ensure their views have
and contributes to the Responds positively to discussions. Works closely Acknowledges mistakes been understood. Checks
development of work change with team members and learns from them, own understanding of
plans and team goals. Creates and maintains to achieve results and and seeks guidance and others’ comments.
Demonstrates an schedules. Responds operates as an effective advice when required.
awareness of issues that in a positive manner team member. Negotiates confidently
may impact on designated to change. Shares Commits to action Listens to, and considers
work tasks. information with others. Values individual Takes personal different ideas. Discusses
Is adaptable in approach differences and diversity responsibility for accurate issues without getting
Harnesses information and willing to be flexible Understands, values and completion of work and personal or aggressive.
and opportunities to accommodate the responds to different seeks assistance when
Knows where to find changing needs of the personal styles. Tries to required. Commits energy
information, and asks team. see things from different and drive to see that goals
questions to ensure a perspectives. Treats are achieved.
better understanding of Takes responsibility for people with respect and
issues. Uses established managing work projects courtesy. Promotes and adopts a
guidelines to determine to achieve results positive and balanced
what information should Sees tasks through Shares learning and approach to work
be conveyed to others. to completion. Works supports others Works as directed to
Keeps supervisor informed within agreed priorities, Identifies learning achieve work objectives,
on work progress. works independently opportunities. Supports even in difficult
on routine tasks and the contribution of others. circumstances. Remains
Shows judgement, accepts more challenging Understands and acts on positive and responds
intelligence and tasks. Maintains accurate constructive feedback. to pressure in a calm
commonsense records and files. Seeks manner.
Researches and analyses feedback from supervisor
information relevant to gauge satisfaction and Demonstrates self-
to work tasks and seeks assistance when awareness and a
responsibilities. Identifies required. commitment to personal
issues that may impact development
on designated tasks and Seeks feedback from
alerts supervisor. Suggests others. Understands areas
improvements to work of strengths and works
tasks. with supervisor to identify
development needs. Is
aware of the impact of
own behaviour on others.
opportunities.

1.1 Supports shared 1.2 Thinks strategically 1.3 Harnesses information and 1.4 Shows judgement,
purpose and direction opportunities intelligence and commonsense
Understands and supports Understands the work Knows where to find information, Researches and analyses
the organisation’s vision, environment and contributes to and asks questions to ensure a information relevant to work
mission and business the development of work plans better understanding of issues. tasks and responsibilities.
objectives. Follows direction and team goals. Demonstrates Uses established guidelines Identifies issues that may
Description
provided by supervisor. an awareness of issues that to determine what information impact on designated tasks
Recognises how own may impact on designated work should be conveyed to others. and alerts supervisor. Suggests
work contributes to the tasks. Keeps supervisor informed on work improvements to work tasks.
achievement of team and progress.
section goals. Understands
the reasons for decisions and
recommendations.
a. Follows direction a. Demonstrates an awareness a. Is aware of the corporate goals a. Researches and analyses
provided by supervisor of issues that may impact on and understands the team information relevant to work
and asks for clarification designated work tasks. priorities. tasks and responsibilities.
if needed.
b. Thinks and plans ahead. b. Keeps supervisor informed on b. Identifies issues which
b. Understands the work progress. could impact on designated
relationship between c. Understands the work tasks and alerts supervisor.
team priorities and environment. c. Knows where to find relevant
specific tasks. information. c. Refers difficult problems to
d. Informs supervisor of supervisor.
c. Understands how own potential issues that may d. Asks questions to gain better
work contributes to impact on designated work understanding of an issue. d. Participates in decision-
the team and sectional tasks. making.
goals. e. Uses established guidelines
e. Contributes to the to determine what information e. Organises information to

d. Understands development of work plans should be conveyed to others. help others make quick,
and supports the and team goals. informed decisions.
organisation’s vision,
mission and business f. Suggest improvements to
objectives. work practices and work
tasks.
e. Takes time to learn
about other areas of the
organisation.
f. Asks questions to
ensure an accurate
understanding
of decisions and
recommendations.
g. Is able to explain
how decisions and
recommendations are
relevant to their work.

2. Achieves results
2.1 Identifies and uses resources 2.2 Applies and builds 2.3 Responds positively to 2.4 Takes responsibility for
wisely professional expertise change managing work projects to
achieve results
Monitors task progress against Contributes own expertise Creates and maintains schedules. Sees tasks through
performance expectations. Alerts to achieve outcomes for the Responds in a positive manner to to completion. Works
supervisor early if work is behind business unit. change. Shares information with within agreed priorities,
schedule and makes alternative others. Is adaptable in approach works independently on
Description
arrangements. Makes effective and willing to be flexible to routine tasks and accepts
use of own capabilities. accommodate the changing more challenging tasks.
needs of the team. Maintains accurate records
and files. Seeks feedback
from supervisor to gauge
satisfaction and seeks
a. Identifies key individuals who a. Applies and develops a. Creates and maintains a. Seeks feedback from
need to be involved. capabilities to meet schedules for self and where supervisor on the
performance expectations. relevant, others. performance of assigned
b. Makes effective use of own tasks and incorporates
capabilities. b. Demonstrates knowledge of b. Links day-to-day tasks to this feedback into the
the features of new programs, performance expectations performance of new
c. Monitors task progress products or services relevant and team outcomes. tasks.
against performance to the position.
expectations to ensure c. Demonstrates flexibility and b. Maintains accurate
deadlines are met. c. Contributes own expertise for adaptability to meet changing records and files.
the benefit of the business work requirements.
d. Alerts supervisor early if unit. c. Sees tasks through to

work is behind schedule d. Informs supervisor of completion.
or can’t be done and potential impact of proposed
where appropriate, makes change. d. Performs under direction
alternative arrangements. from supervisor and
e. Shares appropriate works to agreed priorities
e. Reschedules and reorganises information with colleagues and outcomes.
work to reflect changes in during times of change.
priority. e. Completes routine
f. Responds to change under tasks and accepts more
f. Adjusts own schedule to suit guidance from supervisor. challenging tasks.
colleagues and business
needs. f. Takes on additional
duties when required.
g. Is responsive to changes
in requirements.

3.1 Nurtures internal and 3.2 Listens to, understands and 3.3 Values individual differences 3.4 Shares learning and supports
external relationships recognises the needs of others and diversity others
Builds and sustains positive Actively listens to colleagues Understands, values and Identifies learning opportunities.
relationships with team and clients. Shares information responds to different personal Supports the contribution of
Description
members and clients. Actively and contributes to team styles. Tries to see things from others. Understands and acts on
participates in teamwork and discussions. Works closely different perspectives. Treats constructive feedback.
activities. Responds under with team members to achieve people with respect and courtesy.
direction to changes in client results and operates as an
needs and expectations. effective team member.
a. Develops positive a. Operates as an effective a. Recognises the value of a. Supports the contribution of
relationships with team member of the team. individual differences and others.
members. understands that others may
b. Works closely with team work in different ways. b. Identifies development
b. Actively participates in members to achieve results. opportunities for self and
teamwork and group b. Recognises that others shares learning with others.
activities. c. Actively listens to have different views and
colleagues and clients. experiences. c. Congratulates people on
c. Builds and sustains achievements.
relationships, liaising with d. Supports team members in c. Tries to see things from the
team members and clients. achieving goals, especially other person’s perspective. d. Understands and acts on
during busy or difficult constructive feedback.

d. Responds under direction working periods. d. Maintains an awareness of
to changes in client needs the personalities, motivations
and expectations. e. Shares information with and other diverse qualities of
own team and contributes people.
e. Manages client to team discussions.
expectations by clarifying e. Treats people with respect
expectations and f. Informs supervisor of work and courtesy.
deadlines. progress.
f. Keeps clients informed on

progress.
g. Provides courteous,
prompt and professional
service to clients.

4.1 Demonstrates public 4.2 Engages with risk 4.3 Commits to 4.4 Promotes and adopts 4.5 Demonstrates self-
service professionalism and shows personal action a positive and balanced awareness and a commitment
and probity courage approach to work to personal development
Adopts a principled Provides accurate Takes personal Works as directed to Seeks feedback from
approach and adheres to advice on less complex responsibility for achieve work objectives, others. Understands areas
the public service values issues. Acknowledges accurate completion even in difficult of strengths and works
and Code of Conduct. mistakes and learns of work and seeks circumstances. Remains with supervisor to identify
Description
Acts professionally at from them, and seeks assistance when positive and responds development needs. Is
all times and operates guidance and advice required. Commits to pressure in a calm aware of the impact of
within the boundaries of when required. energy and drive to manner. own behaviour on others.
organisational processes see that goals are Seeks self-development
and legal and public achieved. opportunities.
policy constraints.
a. Understands and a. Listens when a. Takes personal a. Stays focused and a. Is aware of the impact of
applies public own ideas are responsibility works effectively own behaviour on others.
service values and challenged. for accurate in difficult
Code of Conduct and completion of circumstances. b. Seeks self-development
consistently behaves b. Provides accurate work. opportunities.
in an honest, ethical advice to b. Works to achieve
and professional way. colleagues and b. Knows who objectives. c. Is willing to learn new
clients on less can provide approaches and acquire
b. Treats people fairly complex issues. assistance with c. Maintains an new capabilities.
and equitably and the achievement optimistic outlook
is transparent in c. Makes sure that of goals and and focuses on the d. Applies new knowledge
dealings with them. all work is checked seeks help when positives in difficult in the workplace.
and proofed. required. situations.
c. Makes decisions e. Develops an
without favouritism d. Takes c. Gets on with the d. Supports a understanding of
or bias. responsibility for job at hand and positive working personal strengths and
mistakes, learns applies self with environment. capabilities.
d. Places the aims of the from them and energy and drive.
organisation above acknowledges e. Stays calm in difficult f. Works with supervisor

personal ambitions. when in the wrong. d. Commits to situations and when to identify individual
meeting the dealing with difficult developmental
e. Takes time to learn e. Seeks advice and objectives. people. requirements needed to
policies, regulations assistance from complete assigned tasks.
and standard colleagues and e. Follows up to f. Does not become
operating procedures senior managers ensure that defensive when g. Agrees on performance
and understands why when uncertain. issues are faced with criticism. standards with
they exist. finalised. supervisor.
f. Complies with f. Informs h. Seeks feedback on

procedures, supervisor behaviour and work
legislative, policy of issues performance from
and regulatory impacting on supervisor, and is
frameworks. the achievement responsive to guidance.
of designated
g. Maintains strict tasks.
i. Seeks input from
confidentiality of supervisor when
information seen. assessing performance.
j. Identifies strengths as
well as developmental
requirements needed to
complete assigned tasks.

audience
Communicates messages clearly and Adapts communication style and approach Listens to, and considers different ideas.
concisely. Focuses on key points and uses to ensure they address the needs of Discusses issues without getting personal or
Description
appropriate language. Structures written different people or audiences. Listens aggressive.

and oral communication so it is easy to carefully to others and checks to ensure
follow. their views have been understood. Checks
own understanding of others’ comments.
a. Focuses on clear communication of a. Is aware of how own communication a. Listens to, considers and acknowledges
key points. style affects others. differing ideas.
b. Limits the use of jargon and b. Pays close attention to others when b. Discusses issues without getting
abbreviations. they are speaking. personal or aggressive.
c. Explains complex information c. Checks own understanding of others’

using language appropriate for the comments by asking clarifying
audience. questions.
d. Presents messages clearly. d. Checks to ensure their own views have

been understood.
e. Speaks at an appropriate volume and
pace. e. Adapts communication style and
approach to ensure they address the
f. Succinctly conveys information. needs of different people or audiences.
g. Structures written communication so it

is easy to follow.
h. Uses correct spelling and grammar.


Achieves results
and direction resources wisely external relationships service professionalism Confidently presents
Understands and supports Reviews task performance Builds and sustains and probity messages in a clear and
the organisation’s vision, and communicates positive relationships with Adopts a principled precise manner. Focuses
mission and business outcomes to supervisor. team members and clients. approach and adheres to on key points and uses
objectives. Follows Understands individual Actively participates in the public service values appropriate language.
direction provided by and team capabilities and teamwork and activities. and Code of Conduct. Structures written and oral
supervisor. Recognises makes effective use of Responds under direction Acts professionally at communication to ensure
how own work contributes own capabilities. to changes in client needs all times and operates clarity.
to the achievement of and expectations. within the boundaries of
organisational goals. Applies and builds organisational processes Listens, understands and
Understands the reasons professional expertise Listens to, understands and legal and public policy adapts to audience
for decisions and Contributes own expertise and recognises the needs constraints. Operates as Seeks to understand the
recommendations. to achieve outcomes for of others an effective representative audience and tailors
the business unit. Actively listens to of the work area in internal communication style and
Thinks strategically colleagues and clients. forums. message accordingly.
Understands the Responds positively to Shares information Listens carefully to others
work environment change and ensures others are Engages with risk and and checks to ensure
and contributes to Establishes task plans kept informed of issues. shows personal courage their views have been
the development of to deliver objectives. Works collaboratively and Provides accurate advice understood. Checks own
work plans and team Responds in a positive operates as an effective on issues. Acknowledges understanding of others’
goals. Demonstrates and flexible manner team member. mistakes and learns from comments.
an awareness of the to change. Shares them, and seeks guidance
implications of issues that information with others Values individual and advice when required. Negotiates confidently
may impact on own work and adapts to a changing differences and diversity Listens to, and considers
objectives. environment. Understands, values and Commits to action different ideas. Discusses
responds to different Takes personal issues credibly and
Harnesses information Takes responsibility for personal styles. Tries to responsibility for accurate thoughtfully. Identifies
and opportunities managing work projects see things from different completion of work. relevant stakeholders.
Knows where to find to achieve results perspectives. Treats Commits energy and
information, and asks Sees tasks through to people with respect and drive to see that goals are
questions to ensure a full completion. Works within courtesy. achieved.
understanding of an issue. agreed priorities. Commits
Uses common sense to to achieving quality Shares learning and Promotes and adopts a
recognise the importance outcomes. Maintains supports others positive and balanced
of available information. accurate records and Identifies learning approach to work
Keeps self and others files. Seeks feedback opportunities. Makes time Focuses on achieving
well informed on work from supervisor to gauge for people and supports objectives even in difficult
progress. satisfaction and seeks the contribution of others. circumstances. Remains
assistance when required. Understands and acts on positive and responds
Shows judgement, constructive feedback. to pressure in a calm
intelligence and manner.
commonsense
Researches and analyses Demonstrates self-
information and makes awareness and a
recommendations based commitment to personal
on evidence. Identifies development
issues that may impact Seeks feedback from
on tasks. Suggests others. Communicates
improvements to work areas of strength and
tasks and business works with supervisor
practices. to identify development
needs. Reflects on own
behaviour and recognises
the impact on others.
opportunities.

1.1 Supports shared purpose and 1.2 Thinks strategically 1.3 Harnesses information 1.4 Shows judgement,
direction and opportunities intelligence and
commonsense
Understands and supports the Understands the work Knows where to find Researches and analyses
organisation’s vision, mission environment and contributes to information and asks information and makes
and business objectives. Follows the development of work plans questions to ensure a full recommendations based on
Description
direction provided by supervisor. and team goals. Demonstrates understanding of an issue. evidence. Identifies issues
Recognises how own work an awareness of the implications Uses common sense to that may impact on tasks.
contributes to the achievement of of issues that may impact on own recognise the importance of Suggests improvements to
organisational goals. Understands work objectives. available information. Keeps work tasks and business
the reasons for decisions and self and others well informed practices.
recommendations. on work progress.
a. Follows direction provided by a. Demonstrates an awareness a. Is aware of the corporate a. Researches and analyses
supervisor. of the implications of issues goals and understands the information and makes
for own work. team priorities. recommendations based
b. Understands the relationship on evidence.
between business priorities b. Thinks and plans ahead. b. Keeps self and others well
and specific tasks. informed on work progress. b. Identifies issues
which could impact on
c. Understands the work

c. Understands and supports the environment. c. Knows where to find designated tasks.
organisation’s vision, mission relevant information.
and business objectives. d. Informs supervisor of c. Identifies uncertainties of
potential issues that may d. Asks questions to gain a processes and designated
d. Understands the reasons impact on work objectives. full understanding of an tasks.
for decisions and issue.
recommendations and is e. Contributes to the d. Participates in decision-
able to explain how they are development of work plans e. Uses commonsense and making.
relevant to their work. and team goals. established guidelines
to determine what e. Suggests improvements
information should be to work practices to
conveyed to others. work tasks and business
practices.

2. Achieves results
2.1 Identifies and uses resources 2.2 Applies and builds 2.3 Responds positively to 2.4 Takes responsibility for
wisely professional expertise change managing work projects to
achieve results
Reviews task performance Contributes own expertise Establishes task plans to deliver Sees tasks through to completion.
and communicates outcomes to achieve outcomes for objectives. Responds in a Works within agreed priorities.
to supervisor. Understands the business unit. positive and flexible manner to Commits to achieving quality
Description
individual and team capabilities change. Shares information with outcomes. Maintains accurate
and makes effective use of own others and adapts to a changing records and files. Seeks feedback
capabilities. environment. from supervisor to gauge
satisfaction and seeks assistance
when required.
a. Identifies key individuals who a. Applies and develops a. Constructs task plans to a. Regularly seeks feedback
need to be involved. capabilities to deliver objectives. from supervisor to gauge
meet performance their satisfaction and
b. Understands team and expectations. b. Demonstrates flexibility incorporates this feedback
individual capabilities and and copes effectively with into the performance of new
makes effective use of own b. Demonstrates day-to-day work changes and tasks.
capabilities. knowledge of the shifting priorities.
features of new b. Maintains accurate records
c. Monitors task progress programs, products c. Shares appropriate and files.
against performance or services relevant to information with colleagues

expectations to ensure the position. during times of change. c. Uses appropriate information
deadlines are met. management systems to keep
c. Contributes own d. Responds to change under information up to date.
d. Communicates outcomes to expertise for the guidance from supervisor.
supervisor. benefit of the d. Sees tasks through to
business unit. completion.
e. Reschedules and reorganises
work to reflect changes in e. Works to agreed priorities,
priority. outcomes, and time
constraints.
f. Is responsive to changes in
requirements.

3.1 Nurtures internal and 3.2 Listens to, understands and 3.3 Values individual differences 3.4 Shares learning and
external relationships recognises the needs of others and diversity supports others
Builds and sustains positive Actively listens to colleagues and Understands, values and Identifies learning
relationships with team clients. Shares information and responds to different personal opportunities. Makes time
members and clients. ensures others are kept informed styles. Tries to see things from for people and supports
Description
Actively participates in of issues. Works collaboratively different perspectives. Treats the contribution of others.
teamwork and activities. and operates as an effective team people with respect and courtesy. Understands and acts on
Responds under direction to member. constructive feedback.
changes in client needs and
expectations.
a. Develops positive a. Operates as an effective a. Recognises the value of a. Makes time for people
relationships with team member of the team. individual differences and and supports the
members. understands that others may contribution of others.
b. Works collaboratively. work in different ways.
b. Actively participates in b. Identifies development
teamwork and group c. Actively listens to colleagues b. Recognises that others opportunities for self
activities. and clients. have different views and and shares learning with
experiences. others.
c. Builds and sustains d. Supports team members and
relationships. is aware of the contributions c. Tries to see things from the c. Congratulates people on
made by other people. other person’s perspective. achievements.
d. Liaises with team
members and clients. e. Shares information with own d. Maintains an awareness of d. Understands and acts on
team and seeks input from the personalities, motivations constructive feedback.
e. Responds under others. and other diverse qualities of
direction to changes people.
in client needs and f. Contributes to team
expectations. discussions and planning. e. Treats people with respect
and courtesy.
f. Manages client g. Ensures people are kept
expectations by clarifying informed of progress and
expectations and issues.
deadlines.
g. Keeps clients informed

on progress.
h. Provides courteous,
prompt and professional
service to clients.

4.1 Demonstrates public 4.2 Engages with 4.3 Commits to action 4.4 Promotes and 4.5 Demonstrates
service professionalism and risk and shows adopts a positive and self-awareness and a
probity personal courage balanced approach to commitment to personal
work development
Adopts a principled Provides accurate Takes personal Focuses on achieving Seeks feedback from
approach and adheres to advice on issues. responsibility for accurate objectives even in others. Communicates
the public service values Acknowledges completion of work. difficult circumstances. areas of strength and
and Code of Conduct. Acts mistakes and learns Commits energy and Remains positive and works with supervisor
Description
professionally at all times from them, and drive to see that goals are responds to pressure to identify development
and operates within the seeks guidance achieved. in a calm manner. needs. Reflects on own
boundaries of organisational and advice when behaviour and recognises
processes and legal and required. the impact on others.
public policy constraints. Seeks self-development
Operates as an effective opportunities.
representative of the work
area in internal forums.
a. Adheres to public a. Listens when a. Takes personal a. Maintains effective a. Reflects on own
service values and own ideas are responsibility for performance levels behaviours and work
Code of Conduct and challenged. accurate completion even in difficult style and is aware of
consistently behaves in of work and seeks circumstances. how they impact on
an honest, ethical and b. Provides help when required. others.
professional way. accurate advice b. Works to achieve
to colleagues b. Gets on with the job objectives. b. Seeks self-
b. Treats people fairly and clients. at hand and applies development
and equitably and is self with energy and c. Maintains an opportunities.
transparent in dealings c. Checks and drive. optimistic outlook
with them. confirms the and focuses on c. Is willing to learn
accuracy of c. Commits to meeting the positives in new approaches
c. Makes decisions for the information the objectives. difficult situations. and acquire new
corporate good without prior to release. capabilities.
favouritism or bias. d. Follows up to ensure d. Supports a
d. Takes that issues are positive working d. Applies new
d. Places the aims of the responsibility finalised. environment. knowledge in the
organisation above for mistakes workplace.
personal ambitions. and learns from e. Recognises the e. Stays calm under
them. issues impacting on pressure. e. Communicates areas
e. Understands and the achievement of of strength, works

complies with e. Acknowledges desired outcomes. f. Does not react with supervisor to
legislative, policy and when in the personally to identify individual
regulatory frameworks. wrong. criticism. developmental
requirements needed
f. Operates in a f. Seeks advice to complete assigned
professional manner and assistance tasks.
when representing the from colleagues
work area in internal and supervisor f. Agrees on
forums. when uncertain. performance
standards with
supervisor.
g. Seeks feedback
on behaviour and
work performance
from supervisor,
and is responsive to
guidance.
h. Reviews performance
and identifies
strengths as well
as developmental
requirements needed
to complete assigned
tasks.

audience
Confidently presents messages in a clear, Seeks to understand the audience and Listens to, and considers different ideas and
concise manner. Focuses on key points tailors communication style and message discusses issues credibly and thoughtfully.
Description
and uses appropriate language. Structures accordingly. Listens carefully to others and Identifies relevant stakeholders.
written and oral communication to ensure checks to ensure their views have been
clarity. understood. Checks own understanding of
others’ comments.
a. Focuses on clear communication of a. Adjusts presentation style on the basis a. Listens to, considers and acknowledges
key points. of nonverbal cues. differing ideas.
b. Limits the use of jargon and b. Maximises personal communication b. Discusses issues credibly and
abbreviations. strengths and takes into account thoughtfully without getting personal or
shortcomings. aggressive.
c. Explains information using language
appropriate for the audience. c. Focuses on gaining a clear c. Identifies relevant stakeholders.
understanding of others’ comments
d. Presents messages confidently. by listening and asking clarifying
questions.
e. Structures messages clearly and
succinctly, both orally and in writing. d. Checks to ensure their own views have
been understood.
e. Understands the key concerns of the

audience.
f. Tailors communication style and

language according to the needs of
individuals or the audience.

Supports strategic Supports productive Displays personal drive and Communicates with
Achieves results
direction working relationships integrity influence
Supports shared Identifies and uses Nurtures internal and Demonstrates public service Communicates clearly
purpose and direction resources wisely external relationships professionalism and probity Confidently presents
Understands Reviews task Builds and sustains Adopts a principled approach messages in a clear,
and supports the performance and positive relationship and adheres to the public concise manner. Focuses
organisation’s communicates outcomes with team members and service values and Code of on key points and uses
vision, mission and to supervisor. Makes clients. Is responsive to Conduct. Acts professionally appropriate language.
business objectives. effective use of individual changes in client needs and at all times and operates Structures written and
Communicates and and team capabilities. Is expectations. within the boundaries of oral communication to
follows direction responsive to changes in organisational processes ensure clarity.
provided by supervisor. requirements. Listens to, understands and legal and public policy
Recognises how own and recognises the needs constraints. Operates as an Listens, understands and
work contributes to Applies and builds of others effective representative of the adapts to audience
the achievement of professional expertise Actively listens to work area in internal forums. Seeks to understand
organisational goals. Contributes own colleagues and clients. the audience and tailors
Understands the reasons expertise to achieve Shares information and Engages with risk and shows communication style and
for decisions and outcomes for the ensures others are kept personal courage message accordingly.
recommendations. business unit. informed of issues. Provides accurate advice Listens carefully to others
Works collaboratively and on issues. Acknowledges and checks to ensure
Thinks strategically Responds positively to operates as an effective mistakes and learns from their views have been
Understands the work change team member. them, and seeks guidance understood. Checks own
environment and Establishes task plans and advice when required. understanding of others’
contributes to the and simple project Values individual comments.
development of plans, plans with measurable differences and diversity Commits to action
strategies and team milestones to deliver Recognises the positive Takes personal responsibility Negotiates confidently
goals. Identifies issues objectives. Responds in benefits that can be gained for accurate completion of Listens to, and considers
and problems that may a positive and flexible from diversity. Recognises work and seeks guidance different ideas and
impact on own work manner to change. the different working styles when required. Shows discusses issues credibly
objectives. Demonstrates Shares information with of individuals, and factors initiative and does what is and thoughtfully.
an awareness of the others and adapts to a this into the management required. Commits energy and Identifies other people’s
implications of issues for changing environment. of tasks. Tries to see things drive to see that goals are expectations and
own work. from different perspectives. achieved. concerns.
Takes responsibility for Treats people with respect
Harnesses information managing work projects and courtesy. Promotes and adopts a
and opportunities to achieve results positive and balanced
Draws on information Sees tasks through Shares learning and approach to work
from multiple sources to completion. supports others Focuses on achieving,
and uses agreed Works within agreed Identifies learning objectives even in difficult
guidelines to analyse priorities. Commits opportunities. Makes time circumstances. Remains
what information is to achieving quality for people and supports positive and responds to
important and how outcomes and adheres the contribution of others. pressure in a calm manner.
it should be used. to documentation Understands and acts on
Keeps self and others procedures. Seeks constructive feedback. Demonstrates self-awareness
well informed on work feedback from supervisor and a commitment to
progress. to gauge satisfaction and personal development
seeks guidance when Seeks feedback from
Shows judgement, required. others. Communicates
intelligence and areas of strengths and
commonsense works with supervisor to
Undertakes analysis identify development needs.
and draws accurate Reflects on own behaviour
conclusions based on and recognises the impact
evidence. Thinks laterally on others. Seeks self-
and identifies and development opportunities.
implements improved
work practices.

1.1 Supports shared 1.2 Thinks strategically 1.3 Harnesses information and 1.4 Shows judgement,
Understands and supports Understands the work Draws on information from Undertakes analysis and draws
the organisation’s vision, environment and contributes multiple sources and uses accurate conclusions based
mission and business to the development of plans, agreed guidelines to analyse on evidence. Thinks laterally
objectives. Communicates strategies and team goals. what information is important and identifies and implements
and follows direction Identifies issues and problems and how it should be used. Keeps improved work practices.
Description
provided by supervisor. that may impact on own work self and others well informed on
Recognises how own objectives. Demonstrates an work progress.
work contributes to awareness of the implications of
the achievement of issues for own work.
organisational goals.
Understands the reasons
for decisions and
recommendations.
a. Follows direction a. Demonstrates an awareness a. Understands the corporate a. Researches and analyses
provided by supervisor of the implications of issues priorities and the business information and draws
and communicates it to for own work. context of the organisation. accurate conclusions based
others. on evidence.
b. Thinks and plans ahead. b. Keeps self and others well
b. Understands the informed on work progress. b. Analyses and interprets
relationship between c. Understands the work information to inform
business priorities and environment. c. Draws on information from decision makers.
specific tasks. appropriate sources.
d. Identifies issues and c. Anticipates issues and
c. Understands problems that may impact d. Uses common sense to problems which could impact
and supports the on achievement of own work analyse what information is on designated tasks.
organisation’s vision, objectives. important.
mission and business d. Identifies risks and
objectives. e. Contributes to the e. Works within agreed uncertainties of processes
development of plans, guidelines to make and tasks.
d. Understands the strategies and team goals. decisions about the use
reasons for decisions and dissemination of e. Actively participates in
and recommendations information. decision making.
and is able to explain
how they are relevant f. Thinks laterally, is innovative,
to their work. identifies and implements
g. Identifies potential solutions

for key problems.

2. Achieves results
achieve results
Reviews task performance Contributes own expertise Establishes task plans and simple Sees tasks through to completion.
and communicates to achieve outcomes for the project plans with measurable Works within agreed priorities.
outcomes to supervisor. business unit. milestones to deliver objectives. Commits to achieving quality
Description
Makes effective use Responds in a positive and outcomes and adheres to

of individual and flexible manner to change. documentation procedures.
team capabilities. Is Shares information with others Seeks feedback from supervisor
responsive to changes in and adapts to a changing to gauge satisfaction and seeks
requirements. environment. guidance when required.
a. Identifies key a. Applies and develops a. Constructs task plans and a. Regularly seeks feedback
individuals who need capabilities to meet simple project plans with from supervisor to gauge
to be involved. performance expectations. measurable milestones to their satisfaction and
deliver objectives. incorporates this feedback
b. Makes effective b. Demonstrates knowledge of into the performance of new
use of team the features of new programs, b. Demonstrates flexibility and tasks.
and individual products or services relevant copes effectively with day-to-
capabilities. to the position. day work changes, shifting b. Adheres to documentation
priorities and periods of procedures.
c. Monitors task c. Contributes own expertise for uncertainty.
progress against the benefit of the business c. Uses, and encourages
performance unit. c. Shares appropriate others to use appropriate

expectations to information with colleagues information management
ensure deadlines are during times of change. systems to keep information
met. up to date.
d. Responds to change under
d. Communicates guidance from supervisor. d. Sees tasks through to
outcomes to completion.
supervisor.
e. Works to agreed priorities,
e. Reschedules and outcomes, time constraints
reorganises work to and assigned resources.
reflect changes in
priority. f. Assists with monitoring
projects against plans and
is responsive to changes in
requirements.

3.1 Nurtures internal and 3.2 Listens to, understands and 3.3 Values individual differences 3.4 Shares learning and
external relationships recognises the needs of others and diversity supports others
Builds and sustains Actively listens to colleagues and Recognises the positive benefits Identifies learning
positive relationship clients. Shares information and that can be gained from diversity. opportunities. Makes time
with team members and ensures others are kept informed Recognises the different working for people and supports
Description
clients. Is responsive to of issues. Works collaboratively styles of individuals, and factors the contribution of others.
changes in client needs and and operates as an effective team this into the management of Understands and acts on
expectations. member. tasks. Tries to see things from constructive feedback.
different perspectives. Treats
people with respect and courtesy.
a. Develops and a. Operates as an effective a. Recognises the differing a. Makes time for people
maintains positive member of the team and working styles of individuals and supports the
relationships with team works collaboratively. and factors this into the contribution of others.
members. management of tasks.
b. Actively listens to colleagues b. Actively requests
b. Builds and sustains and clients. b. Recognises that others coaching from supervisor
relationships. have different views and or peers.
c. Supports team members. experiences.
c. Liaises with team c. Identifies development
members, other teams, d. Is aware of the contributions c. Tries to see things from the opportunities for self
colleagues and clients. made by other people. other person’s perspective. and shares learning with
others.
d. Is responsive to e. Shares information with own d. Maintains an awareness of
changes in client team and seeks input from the personalities, motivations d. Congratulates people on
needs. others. and other diverse qualities of achievements.
people.
e. Manages client f. Contributes to team e. Understands and acts on
expectations by discussions and planning. e. Treats people with respect constructive feedback.
clarifying expectations and courtesy.
and deadlines. g. Ensures people are kept
informed of progress and
f. Keeps clients informed issues.
on progress.
g. Provides courteous,
prompt and
professional service to
clients.

4.1 Demonstrates public 4.2 Engages with risk 4.3 Commits to 4.4 Promotes and 4.5 Demonstrates
service professionalism and and shows personal action adopts a positive and self-awareness and a
probity courage balanced approach to commitment to personal
work development
Adopts a principled Provides accurate Takes personal Focuses on achieving Seeks feedback from
approach and adheres to advice on issues. responsibility for objectives even in others. Communicates
public service values and Acknowledges mistakes accurate completion difficult circumstances. areas of strengths and
Code of Conduct. Acts and learns from them, of work and seeks Remains positive and works with supervisor
Description
professionally at all times and seeks guidance and guidance when responds to pressure to identify development
and operates within the advice when required. required. Shows in a calm manner. needs. Reflects on own
boundaries of organisational initiative and does behaviour and recognises
processes and legal and what is required. the impact on others.
public policy constraints. Commits energy and Seeks self-development
Operates as an effective drive to see that opportunities.
representative of the work goals are achieved.
area in internal forums.
service values and own ideas are responsibility performance levels behaviours and work
Code of Conduct and challenged. for accurate even in challenging style and is aware of
consistently behaves in completion of or difficult how they impact on
an honest, ethical and b. Provides accurate work and seeks circumstances. others.
professional way. advice to guidance when
colleagues and required. b. Works to achieve b. Seeks self-
b. Treats people fairly clients. objectives. development
and equitably and is b. Takes the opportunities.
transparent in dealings c. Checks and initiative to c. Maintains an
with them. confirms the progress work optimistic outlook c. Is willing to learn
accuracy of when required. and focuses on new approaches
c. Makes decisions for the information prior to the positives in and acquire new
corporate good without release. c. Gets on with the difficult situations. capabilities.
favouritism or bias. job at hand and
d. Takes responsibility applies self with d. Supports a d. Applies new
d. Places the aims of the for mistakes and energy and drive. positive working knowledge in the
organisation above learns from them. environment. workplace.
personal ambitions. d. Commits to

e. Acknowledges meeting the e. Stays calm under e. Communicates areas
e. Understands and when in the wrong. objectives. pressure. of strength and works
complies with with supervisor to
legislative, policy and f. Seeks advice and e. Follows up to f. Does not react identify individual
regulatory frameworks. assistance from ensure that personally to developmental
colleagues and issues are criticism. requirements needed
f. Operates in a supervisor when finalised. to complete assigned
professional manner uncertain. tasks.
when representing the f. Recognises
work area in internal the issues f. Agrees on
forums. impacting on performance
the achievement standards with
of desired supervisor.
outcomes.
g. Seeks feedback
on behaviour and
work performance
from supervisor,
and is responsive to
guidance.
h. Reviews performance
and identifies
strengths as well as
development needs.

5.2 Listens, understands and adapts to

5.1 Communicates clearly 5.3 Negotiates confidently
audience
Confidently presents messages in a clear, Seeks to understand the audience and Listens to, and considers different ideas and
concise manner. Focuses on key points tailors communication style and message discusses issues credibly and thoughtfully.
Description
and uses appropriate language. Structures accordingly. Listens carefully to others and Identifies other people’s expectations and
written and oral communication to ensure checks to ensure their views have been concerns.
clarity. understood. Checks own understanding of
others’ comments.
a. Focuses on clear communication of a. Adjusts presentation style on the basis a. Listens to differing ideas and views to
key points. of nonverbal cues. develop a clear understanding of the
issues.
b. Limits the use of jargon and b. Maximises personal communication
abbreviations. strengths and takes into account b. Discusses issues credibly and
shortcomings. thoughtfully without getting personal or
c. Explains information using language aggressive.
appropriate for the audience. c. Focuses on gaining a clear

understanding of others’ comments c. Identifies relevant stakeholders.
d. Presents messages confidently. by listening and asking clarifying
questions. d. Identifies other people’s expectations
e. Structures messages clearly and and concerns.
succinctly, both orally and in writing. d. Checks to ensure their own views have
been understood.
e. Understands the key concerns of the

audience.

language according to the needs of
individuals or the audience.

Supports strategic Supports productive Displays personal drive and Communicates with
Achieves results
direction working relationships integrity influence
Supports shared purpose Identifies and uses Nurtures internal and Demonstrates public service Communicates clearly
and direction resources wisely external relationships professionalism and probity Confidently presents
Understands and supports Reviews project Builds and sustains Adopts a principled approach messages in a clear,
the organisation’s vision, performance and positive relationship and adheres to public concise and articulate
mission and business identifies opportunities with team members, service values and Code of manner. Focuses
objectives. Identifies the for improvement. stakeholders and clients. Conduct. Acts professionally on key points and
relationship between Makes effective use Is responsive to changes at all times and operates uses appropriate,
organisational goals of individual and in client and stakeholder within the boundaries of unambiguous language.
and operational tasks. team capabilities and needs and expectations. organisational processes Selects the most
Communicates with others negotiates responsibility and legal and public policy appropriate medium for
regarding the purpose of for work outcomes. Is Listens to, understands constraints. Operates as an conveying information
their work. Understands responsive to changes and recognises the needs effective representative of and structures written and
and communicates the in requirements. of others the organisation in internal oral communication to
reasons for decisions Actively listens to staff, forums. ensure clarity.
and recommendations to Applies and builds colleagues, clients and
others. professional expertise stakeholders. Involves Engages with risk and shows Listens, understands and
Values specialist others and recognises personal courage adapts to audience
Thinks strategically expertise and capitalises their contributions. Provides impartial and Seeks to understand
Understands the work on the knowledge and Consults and shares forthright advice. Justifies the audience and tailors
environment and skills of others within information and ensures own position when communication style and
contributes to the the organisation. others are kept informed challenged. Acknowledges message accordingly.
development of plans, Contributes own of issues. Works mistakes and learns from Listens carefully to others
strategies and team expertise to achieve collaboratively and them, and seeks guidance and checks to ensure
goals. Identifies broader outcomes for the operates as an effective and advice when required. their views have been
influences that may business unit. team member. understood. Checks own
impact on the team’s work Commits to action understanding of others’
objectives. Demonstrates Responds positively to Values individual Takes personal responsibility comments and does not
an awareness of the change differences and diversity for meeting objectives and allow misunderstandings
implications of issues for Establishes clear plans Recognises the positive progressing work. Shows to linger.
own work and work area. and timeframes for benefits that can be initiative and does what is
project implementation. gained from diversity required. Commits energy Negotiates confidently
Harnesses information and Responds in a positive and explores diverse and drive to see that goals Approaches
opportunities and flexible manner to views. Recognises the are achieved. negotiations with a clear
Draws on information from change and uncertainty. different working styles understanding of key
diverse sources and uses Shares information with of individuals and factors Promotes and adopts a issues. Understands
experience to analyse what others and encourages this into the management positive and balanced the desired outcomes.
information is important cooperation in coping of people and tasks. approach to work Identifies relevant
and how it should be used. with change. Tries to see things from Persists with, and focuses stakeholders’
Maintains an awareness different perspectives. on achieving objectives even expectations and
of the organisation and Takes responsibility for Treats people with respect in difficult circumstances. concerns. Discusses
keeps self and others well managing work projects and courtesy. Remains positive and issues credibly and
informed on issues that to achieve results responds to pressure in a thoughtfully. Encourages
may affect work progress. Sees projects through Shares learning and calm manner. the support of relevant
to completion. supports others stakeholders.
Shows judgement, Monitors project Identifies learning Demonstrates self-awareness
intelligence and progress and manages opportunities for others and a commitment to
commonsense priorities. Commits and delegates tasks personal development
Undertakes objective, to achieving quality effectively. Agrees clear Seeks feedback from others.
systematic analysis and outcomes and adheres performance standards Communicates areas of
draws accurate conclusions to documentation and gives timely praise strengths and acknowledges
based on evidence. procedures. Seeks and recognition. Makes development needs. Reflects
Identifies problems and feedback from time for people and on own behaviour and
works to resolve them. supervisor to gauge offers full support when recognises the impact on
Thinks laterally, identifies satisfaction. required. Provides others. Shows commitment
and implements improved constructive feedback. to learning and self-
work practices. Recognises and notes development.
underperformance where
appropriate.

1.1 Supports shared 1.3 Harnesses information and 1.4 Shows judgement,
1.2 Thinks strategically
Understands and supports Understands the work Draws on information from Undertakes objective, systematic
the organisation’s vision, environment and contributes diverse sources and uses analysis and draws accurate
mission and business to the development of plans, experience to analyse what conclusions based on evidence.
objectives. Identifies the strategies and team goals. information is important and how Identifies problems and works
relationship between Identifies broader influences it should be used. Maintains an to resolve them. Thinks laterally,
organisational goals that may impact on the team’s awareness of the organisation identifies and implements
Description
and operational tasks. work objectives. Demonstrates and keeps self and others well improved work practices.
Communicates with others an awareness of the implications informed on issues that may
regarding the purpose of of issues for own work and work affect work progress.
their work. Understands area.
and communicates the
reasons for decisions
and recommendations to
others.
a. Communicates with a. Demonstrates an awareness a. Monitors the corporate a. Researches and analyses
others regarding the of the implications of issues priorities and the business information and draws
purpose of their work. for own work and work area. context of the organisation. accurate conclusions based
on evidence.
b. Identifies the b. Thinks about the future and b. Keeps self and others well
relationship between considers implications of informed on issues that may b. Analyses and interprets
organisational goals own work. affect work progress. information to inform
and operational tasks. decision makers.
c. Understands the c. Draws on information from a
c. Understands strategic objectives of the variety of sources. c. Identifies issues and
and supports the organisation. problems and works to
organisation’s vision, d. Uses experience and resolve them.
mission and business d. Identifies broader judgement to analyse what
objectives.
influences that may impact information is important. d. Identifies risks and

on achievement of work uncertainties and takes
d. Understands and objectives. e. Works within agreed account of these in planning
communicates the guidelines to make and priority setting.
reasons for decisions e. Contributes to the decisions about the use
and recommendations development of plans, and dissemination of e. Actively participates in
to others. strategies and team goals. information. decision making and
incorporates outcomes of
decision-making into work
plans.
f. Thinks laterally, is innovative,

and identifies and
implements improved work
practices.
g. Selects the best option from

a range of potential solutions
for key problems.

2. Achieves results
achieve results
Reviews project performance Values specialist expertise Establishes clear plans Sees projects through to
and identifies opportunities and capitalises on the and timeframes for project completion. Monitors project
for improvement. Makes knowledge and skills implementation. Responds in a progress and manages priorities.
Description
effective use of individual of others within the positive and flexible manner to Commits to achieving quality
and team capabilities and organisation. Contributes change and uncertainty. Shares outcomes and adheres to
negotiates responsibility for own expertise to achieve information with others and documentation procedures.
work outcomes. Is responsive outcomes for the business encourages cooperation in coping Seeks feedback from supervisor
to changes in requirements. unit. with change. to gauge satisfaction.
a. Identifies key individuals a. Consults internal a. Constructs project plans that a. Regularly seeks feedback
who need to be involved. experts and taps into have clear and appropriate from supervisor to gauge
their technical and milestones, goals, their satisfaction.
b. Makes best use of professional knowledge timeframes and budgets.
team and individual and experience to b. Maintains focus on quality to
capabilities and negotiates improve work outcomes b. Demonstrates flexibility and achieve outcomes.
responsibilities for work for the business unit. copes effectively with day-to-
outcomes. day work changes, shifting c. Adheres to documentation
b. Applies and develops priorities and periods of procedures.

c. Evaluates project capabilities to uncertainty.
performance, identifies meet performance d. Uses and encourages
need for change and expectations. c. Shares appropriate others to use appropriate
initiates change when information with colleagues information management
required. c. Contributes own during times of change. systems to keep information
expertise for the benefit up to date.
d. Reschedules and of the business unit. d. Assesses impact of change
reorganises work to reflect and encourages cooperation e. Sees projects through to
changes in priority. in coping with change. completion.
f. Monitors projects against

plans, manages priorities and
is responsive to changes in
requirements.

3.1 Nurtures internal and 3.2 Listens to, understands

3.3 Values individual 3.4 Shares learning and supports
external relationships and recognises the needs of
differences and diversity others
others
Builds and sustains positive Actively listens to staff, Recognises the positive Identifies learning opportunities
relationship with team colleagues, clients and benefits that can be gained for others and delegates
members, stakeholders stakeholders. Involves from diversity and explores tasks effectively. Agrees clear
and clients. Is responsive others and recognises their diverse views. Recognises performance standards and gives
Description
to changes in client and contributions. Consults and the different working styles timely praise and recognition.
stakeholders needs and shares information and of individuals, and factors Makes time for people and
expectations. ensures others are kept this into the management offers full support when
informed of issues. Works of people and tasks. Tries required. Provides constructive
collaboratively and operates as to see things from different feedback. Recognises and
an effective team member. perspectives. Treats people notes underperformance where
with respect and courtesy. appropriate.
a. Develops and maintains a. Operates as an effective a. Recognises the differing a. Makes time for people
positive relationships with member of the team and working styles of despite competing priorities.
team members. works collaboratively. individuals and factors
this into the management b. Provides guidance and offers
b. Builds and sustains b. Draws on team strengths. of people and tasks. full support when required.
relationships.
c. Actively listens to b. Recognises that others c. Works with staff to identify
c. Liaises with a range of colleagues, clients and have different views and areas for development,
stakeholders including stakeholders. experiences, and explores encourages staff to engage in
team members, other their contributions. development opportunities.
teams, colleagues and d. Involves others
clients. and recognises the c. Tries to see things from d. Actively requests coaching
contributions made by the other person’s from supervisor or peers.
d. Is responsive to changes other people. perspective.
in client and stakeholder e. Identifies development
needs. e. Consults and shares d. Maintains an awareness opportunities for self.

information with own of the personalities,
e. Provides courteous, team and seeks input from motivations and other f. Shares learning with others.
prompt and professional others. diverse qualities of
service to clients. people.
g. Delegates tasks effectively.
f. Ensures people are kept
informed of progress and e. Treats people with respect
h. Congratulates people on
issues. and courtesy.
achievements and gives
timely recognition for good
performance.
i. Provides constructive and

regular feedback.
j. Agrees on performance
standards with staff and
conducts regular reviews.
k. Identifies and notes

underperformance where
appropriate.

4.1 Demonstrates public 4.2 Engages with 4.3 Commits to action 4.4 Promotes and 4.5 Demonstrates
service professionalism and risk and shows adopts a positive and self-awareness and a
probity personal courage balanced approach to commitment to personal
work development
Adopts a principled Provides impartial Takes personal Persists with, and Seeks feedback from
approach and adheres to and forthright advice. responsibility for focuses on achieving others. Communicates
public service values and Justifies own position meeting objectives objectives even in areas of strengths
Code of Conduct. Acts when challenged. and progressing work. difficult circumstances. and acknowledges
professionally at all times Acknowledges Shows initiative and Remains positive and development needs.
Description
and operates within the mistakes and learns does what is required. responds to pressure in Reflects on own
boundaries of organisational from them, and seeks Commits energy and a calm manner. behaviour and recognises
processes and legal and guidance and advice drive to see that goals the impact on others.
public policy constraints. when required. are achieved. Shows commitment
Operates as an effective to learning and self-
representative of the development.
organisation in internal
forums.
service values and own ideas are responsibility performance levels behaviours and
Code of Conduct and challenged, and for accurate even in challenging, work style and
consistently behaves in can justify own completion of work uncertain or difficult understands how
an honest, ethical and position and within timeframes circumstances. they impact on
professional way. actions. and quality others and on job
requirements. b. Demonstrates performance.
b. Treats people fairly b. Provides persistence and
and equitably and is accurate, b. Takes the initiative works to achieve b. Demonstrates
transparent in dealings impartial and to progress work objectives. commitment to self-
with them. forthright advice when required. development and
to colleagues, c. Maintains an seeks opportunities
c. Makes decisions for the stakeholders and c. Gets on with the job optimistic outlook to extend skills and
corporate good without clients. at hand and applies and focuses on the knowledge, including
favouritism or bias. self with energy and positives in difficult management,
c. Checks and drive. situations. leadership and
confirms the supervisory skills.
d. Places the aims of the

organisation above accuracy of d. Commits to meeting d. Maintains a
personal ambitions. information prior the objectives. positive and c. Communicates
to release. balanced working areas of strength,
e. Understands and e. Follows up to ensure environment and acknowledges
complies with d. Takes that issues are while responding development needs.
legislative, policy and responsibility for finalised. to service and
regulatory frameworks. mistakes, learns implementation d. Agrees on
from them and f. Recognises and schedules. performance
f. Operates in a acknowledges understands the standards with
professional manner when in the issues impacting on e. Stays calm under supervisor.
when representing the wrong. the achievement of pressure.
organisation in internal desired outcomes. e. Seeks feedback on
forums. e. Seeks advice and f. Does not react behaviour and work
assistance from personally to performance from
colleagues and criticism. supervisor, peers
supervisor when and subordinates,
uncertain. and is responsive to
guidance.
f. Reviews performance
and identifies
development needs.


audience
Confidently presents messages in a clear, Seeks to understand the audience and Approaches negotiations with a clear
concise and articulate manner. Focuses tailors communication style and message understanding of key issues. Understands
Description
on key points and uses appropriate, accordingly. Listens carefully to others and the desired outcomes. Identifies relevant
unambiguous language. Selects the checks to ensure their views have been stakeholders’ expectations and concerns.
most appropriate medium for conveying understood. Checks own understanding Discusses issues credibly and thoughtfully.
information and structures written and oral of others’ comments and does not allow Encourages the support of relevant
communication to ensure clarity. misunderstandings to linger. stakeholders.
key points. of subtle non-verbal cues. develop a clear understanding of the
issues.
abbreviations. strengths and takes into account b. Discusses issues credibly and
shortcomings. thoughtfully without getting personal or
c. Explains complex information aggressive.
using language appropriate for the c. Focuses on gaining a clear
audience. understanding of others’ comments by c. Encourages relevant stakeholders in

listening, asking clarifying questions supporting the position.
d. Presents messages confidently and and reflecting back.
selects the appropriate medium for d. Identifies other people’s expectations
conveying information. d. Checks to ensure their own views have and concerns.
been understood.
e. Structures messages clearly and e. Commences negotiations with a clear
succinctly, both orally and in writing. e. Understands and addresses the key understanding of the desired outcomes.
concerns of the audience.

language according to the audience’s
level of knowledge, skill and
experience.

Supports productive Displays personal drive and Communicates with

Supports strategic direction Achieves results
working relationships integrity influence
Supports shared purpose Identifies and uses Nurtures internal and Demonstrates public service Communicates clearly
and direction resources wisely external relationships professionalism and probity Confidently presents
Understands, supports and Reviews project Builds and sustains Adopts a principled messages in a clear,
promotes the organisation’s performance positive relationships approach and adheres to concise and articulate
vision, mission, and and identifies with team members, public service values and manner. Focuses on
business objectives. opportunities for stakeholders and clients. Code of Conduct. Acts key points and uses
Identifies the relationship improvement. Proactively offers assistance professionally at all times appropriate, unambiguous
between organisational Makes effective use for a mutually beneficial and operates within the language. Selects the
goals and operational tasks. of individual and relationship. Anticipates boundaries of organisational most appropriate medium
Clearly communicates goals team capabilities and is responsive to client processes and legal and for conveying information
and objectives to others. and negotiates and stakeholder needs and public policy constraints. and structures written and
Understands, supports responsibility for expectations. Operates as an effective oral communication to
and communicates the work outcomes. Is representative of the ensure clarity.
reasons for decisions and responsive to changes Listens to, understands organisation in internal
recommendations. in requirements. and recognises the needs forums. Listens, understands and
of others adapts to audience
Thinks strategically Applies and builds Actively listens to staff, Engages with risk and Seeks to understand
Understands the work professional expertise colleagues, clients and shows personal courage the audience and tailors
environment and initiates Values specialist stakeholders. Involves Provides impartial and communication style and
and develops team goals, expertise and others and recognises their forthright advice. Challenges message accordingly.
strategies and work plans. capitalises on the contributions. Consults issues constructively Listens carefully to others
Identifies broader factors, knowledge and skills and shares information and can justify own and checks to ensure
trends and influences that of others within and ensures others are position when challenged. their views have been
may impact on the team’s the organisation. kept informed of issues. Acknowledges mistakes and understood. Checks own
work objectives. Considers Contributes own Works collaboratively and learns from them, and seeks understanding of others’
the ramifications of issues expertise to achieve operates as an effective guidance and advice when comments and does not
and longer-term impact of outcomes for the team member. required. allow misunderstandings
own work and work area. business unit. to linger.
Values individual Commits to action
Harnesses information and Responds positively differences and diversity Takes personal Negotiates confidently
opportunities to change Recognises the positive responsibility for meeting Approaches
Gathers and investigates Establishes benefits that can be gained objectives and progressing negotiations with a clear
information from diverse clear plans and from diversity. Encourages work. Shows initiative and understanding of key
sources and explores timeframes for project the exploration of diverse does what is required. issues. Understands
new ideas and different implementation. views and harnesses Commits energy and drive to the desired outcomes.
viewpoints. Uses experience Responds in a the benefits of such see that goals are achieved. Anticipates and identifies
to analyse what information positive and flexible views. Recognises the relevant stakeholders’
is important and how it manner to change and different working styles of Promotes and adopts a expectations and
should be used. Maintains uncertainty. Shares individuals, and factors positive and balanced concerns. Discusses
an awareness of the information with this into the management approach to work issues credibly and
organisation and keeps self others and assists of people and tasks. Tries Persists with, and focuses thoughtfully and
and others well informed them to adapt. to see things from different on achieving objectives even presents persuasive
on work issues and finds perspectives. Treats people in difficult circumstances. counterarguments.
out about best practice Takes responsibility with respect and courtesy. Remains positive and Encourages the support of
approaches. for managing work responds to pressure in a relevant stakeholders.
projects to achieve Shares learning and calm manner.
Shows judgement, results supports others
intelligence and Sees projects through Identifies learning Demonstrates self-
commonsense to completion. opportunities for others awareness and a
Undertakes objective, Monitors project and delegates tasks commitment to personal
systematic analysis and progress and adjusts effectively. Agrees clear development
draws accurate conclusions plans as required. performance standards Self-evaluates performance
based on evidence. Commits to achieving and gives timely praise and and seeks feedback from
Recognises the links quality outcomes recognition. Makes time others. Communicates
between interconnected and adheres to for people and offers full areas of strengths and
issues. Identifies problems documentation support when required. acknowledges development
and works to resolve them. procedures. Seeks Provides constructive and needs. Reflects on own
Thinks laterally, identifies, feedback from regular feedback. Deals behaviour and recognises
implements and promotes supervisor to gauge with underperformance the impact on others. Shows
improved work practices. satisfaction. promptly. commitment to learning and
self-development.

1.1 Supports shared purpose 1.3 Harnesses information 1.4 Shows judgement,
and direction and opportunities intelligence and commonsense
Understands, supports and Understands the work Gathers and investigates Undertakes objective, systematic
promotes the organisation’s environment and initiates information from diverse analysis and draws accurate
vision, mission, and business and develops team goals, sources and explores new conclusions based on evidence.
objectives. Identifies the strategies and work plans. ideas and different viewpoints. Recognises the links between
relationship between Identifies broader factors, Uses experience to analyse interconnected issues. Identifies
Description
organisational goals and trends and influences that what information is important problems and works to resolve
operational tasks. Clearly may impact on the team’s and how it should be used. them. Thinks laterally, identifies,
communicates goals work objectives. Considers Maintains an awareness implements and promotes
and objectives to others. the ramifications of issues and of the organisation and improved work practices.
Understands, supports longer-term impact of own keeps self and others well
and communicates the work and work area. informed on work issues and
reasons for decisions and finds out about best practice
recommendations. approaches.
a. Communicates with others a. Demonstrates an a. Sources information on a. Researches and analyses

regarding the purpose of awareness of the best practice approaches information to identify
their work. implications of issues for adopted in both the public relationships between
own work and work area. and private sectors. factors.
b. Identifies the relationship
between organisational b. Thinks about the future b. Scans the organisational b. Draws accurate conclusions
goals and operational and considers the longer- environment and monitors based on evidence.
tasks and clarifies this for term implications of own the corporate priorities,
their team. work. and business context of c. Analyses and interprets
the organisation. information to inform
c. Understands, supports c. Understands the decision makers.
and promotes the strategic objectives of the c. Keeps self and others well
organisation’s vision, organisation. informed on work issues. d. Identifies issues and
mission and business problems and works to
objectives. d. Identifies broader factors, d. Gathers and investigates resolve them.
trends and influences information from a variety
d. Sets appropriate direction that may impact on of sources. e. Identifies risks and
for the team in line with achievement of work uncertainties and takes
broader objectives. objectives. e. Uses experience and account of these in planning,
judgement to analyse what decision-making and priority
e. Supports and e. Initiates, develops plans, information is important. setting.
communicates the strategies and team
reasons for decisions goals. f. Works within agreed f. Actively participates in
and recommendations to guidelines to make decision-making and
others. decisions about the use incorporates outcomes of
and dissemination of decision-making into work
f. Clarifies expectations information. plans.
regarding key deliverables.
g. Explores new ideas with an g. Encourages participation in
open mind. decision-making.
h. Thinks laterally, is innovative,

identifies, implements and
promotes improved work
practices.
i. Selects the best option from

a range of potential solutions
for key problems.

2. Achieves results
2.4 Takes responsibility for

2.1 Identifies and uses 2.2 Applies and builds 2.3 Responds positively to
managing work projects to
resources wisely professional expertise change
achieve results
Reviews project Values specialist expertise Establishes clear plans Sees projects through to
performance and and capitalises on the and timeframes for project completion. Monitors project
identifies opportunities knowledge and skills implementation. Responds in a progress and adjusts plans as
for improvement. Makes of others within the positive and flexible manner to required. Commits to achieving
Description
effective use of individual organisation. Contributes change and uncertainty. Shares quality outcomes and adheres
and team capabilities and own expertise to achieve information with others and to documentation procedures.
negotiates responsibility outcomes for the business assists them to adapt. Seeks feedback from supervisor
for work outcomes. Is unit. to gauge satisfaction.
responsive to changes in
requirements.
a. Identifies key a. Consults internal a. Constructs project plans that a. Regularly seeks feedback
individuals who need experts and taps into have clear and appropriate from supervisor to gauge
to be involved. their technical and milestones, goals, their satisfaction.
professional knowledge timeframes and budgets.
b. Makes effective and experience to b. Ensures work is delivered to a
use of team and improve work outcomes b. Deals positively with high standard.
individual capabilities for the business unit. uncertainty and copes
and negotiates effectively in an environment c. Maintains focus on quality to
responsibilities for b. Applies and develops characterised by change. achieve outcomes.
work outcomes. capabilities to
meet performance c. Determines a course of action d. Adheres to documentation

c. Evaluates project expectations. despite a lack of clarity. procedures.
performance, identifies
need for change and c. Contributes own d. Shares appropriate e. Uses and encourages
initiates change when expertise for the benefit information with colleagues others to use appropriate
required. of the business unit. during times of change and information management
helps others adapt to ensure systems to keep information
d. Reschedules and d. Encourages others a smooth transition. up to date.
reorganises work to to draw upon this
reflect changes in knowledge. f. Sees projects through to
priority. completion.
g. Monitors projects against

plans, manages priorities
and agrees adjustments to
milestones as required.

3.2 Listens to, understands

3.1 Nurtures internal and and recognises the needs of 3.3 Values individual 3.4 Shares learning and supports
external relationships others differences and diversity others
Builds and sustains positive Actively listens to staff, Recognises the positive Identifies learning opportunities
relationships with team colleagues, clients and benefits that can be gained for others and delegates
members, stakeholders and stakeholders. Involves from diversity. Encourages the tasks effectively. Agrees clear
clients. Proactively offers others and recognises their exploration of diverse views performance standards and gives
assistance for a mutually contributions. Consults and and harnesses the benefits of timely praise and recognition.
Description
beneficial relationship. shares information and such views. Recognises the Makes time for people and offers
Anticipates and is responsive ensures others are kept different working styles of full support when required.
to client and stakeholder informed of issues. Works individuals, and factors this Provides constructive and
needs and expectations. collaboratively and operates as into the management of people regular feedback. Deals with
an effective team member. and tasks. Tries to see things underperformance promptly.
from different perspectives.
Treats people with respect and
courtesy.
a. Develops and maintains a. Operates as an effective a. Recognises the differing a. Makes time for people
a network with others member of the team and working styles of despite competing priorities.
internally and externally. works collaboratively. individuals and factors this
into the management of b. Provides guidance and offers
b. Builds and sustains b. Draws on team strengths. people and tasks. full support when required.
relationships, liaising
with a range of c. Actively listens to staff, b. Recognises that others c. Works with staff to identify
stakeholders including colleagues, clients and have different views and areas for development.
team members, other stakeholders. experiences, explores
teams, colleagues and their contributions and d. Encourages staff to engage in
clients. d. Involves others encourages the exploration development opportunities.
and recognises the of diverse views.
c. Offers reciprocal contributions made by e. Proactively requests coaching
assistance in achieving other people. c. Tries to see things from the from supervisor or peers.
mutually beneficial other person’s perspective.
outcomes. e. Consults and shares f. Identifies development
information with own d. Maintains an awareness opportunities for self and
d. Anticipates and is team and seeks input from of the personalities,
shares learning with others.

responsive to changes in others. motivations and other
client and stakeholder diverse qualities of people,
g. Delegates tasks effectively.
needs. f. Consults other team and uses this to enhance
members prior to making interactions.
h. Balances workloads amongst
e. Provides courteous, decisions that affect them. team members and provides
prompt and professional e. Treats people with respect
appropriate guidance to
service to clients. g. Ensures people are kept and courtesy.
team.
informed of progress and
issues. i. Congratulates people on
achievements and gives
timely recognition for good
performance.
j. Provides constructive and

regular feedback.
k. Agrees on performance
standards with staff and
l. Addresses underperformance
promptly, identifies causes
and agrees on improvement
targets.

4.4 Promotes and 4.5 Demonstrates

4.1 Demonstrates public 4.2 Engages with risk
adopts a positive and self-awareness and a
service professionalism and and shows personal 4.3 Commits to action
balanced approach commitment to personal
probity courage
to work development
Adopts a principled approach Provides impartial Takes personal Persists with, Self-evaluates performance
and adheres to public and forthright advice. responsibility for and focuses on and seeks feedback from
service values and Code of Challenges issues meeting objectives achieving objectives others. Communicates
Conduct. Acts professionally constructively and can and progressing work. even in difficult areas of strengths and
at all times and operates justify own position Shows initiative and circumstances. acknowledges development
Description
within the boundaries of when challenged. does what is required. Remains positive and needs. Reflects on own
organisational processes Acknowledges mistakes Commits energy and responds to pressure behaviour and recognises
and legal and public policy and learns from them, drive to see that goals in a calm manner. the impact on others. Shows
constraints. Operates as an and seeks guidance are achieved. commitment to learning and
effective representative of and advice when self-development.
the organisation in internal required.
forums.
a. Adheres to public service a. Listens when a. Takes personal a. Maintains a. Reflects on own
values and Code of own ideas are responsibility effective behaviours and work
Conduct and consistently challenged, and for accurate performance style and understands
behaves in an honest, can justify own completion of levels, even in how they impact on
ethical and professional position and work within challenging, others and on job
way. actions. timeframes uncertain performance.
and quality or difficult
b. Treats people fairly b. Constructively requirements. circumstances. b. Demonstrates
and equitably and is challenges issues. commitment to self-
transparent in dealings b. Takes the b. Demonstrates development and seeks
with them. c. Discusses initiative to persistence and opportunities to extend
alternatives to find progress work works to achieve skills and knowledge,
c. Makes decisions for the a way forward. when required. objectives. including management,
corporate good without leadership and
favouritism or bias. d. Provides accurate, c. Gets on with the c. Maintains an supervisory skills.
impartial and job at hand and optimistic
d. Places the aims of the forthright advice applies self with outlook and c. Communicates areas of
organisation above to colleagues, energy and drive. focuses on strength, acknowledges
personal ambitions. stakeholders and the positives development needs.
clients. d. Commits to in difficult
e. Understands and meeting the situations. d. Agrees on performance
complies with legislative, e. Checks and objectives. standards with
policy and regulatory confirms the d. Maintains a supervisor.
frameworks. accuracy of e. Follows up to positive and
information prior to ensure that issues balanced working e. Seeks feedback on
f. Operates in a release. are finalised. environment behaviour and work
professional manner while responding performance from
when representing the f. Takes responsibility f. Recognises and to service and supervisor, peers and
organisation in internal for mistakes, understands implementation subordinates, and is
forums. learns from them the issues schedules. responsive to guidance.
and acknowledges impacting on the
when in the wrong. achievement of e. Stays calm under f. Spends time critically
desired outcomes. pressure. analysing own
g. Seeks advice and performance and
assistance from f. Does not react identifies strengths as
colleagues and personally to well as development
supervisor when criticism. needs.
uncertain.


audience
Confidently presents messages in a clear, Seeks to understand the audience and Approaches negotiations with a clear
concise and articulate manner. Focuses tailors communication style and message understanding of key issues. Understands
on key points and uses appropriate, accordingly. Listens carefully to others and the desired outcomes. Anticipates
Description
unambiguous language. Selects the checks to ensure their views have been and identifies relevant stakeholders’
most appropriate medium for conveying understood. Checks own understanding expectations and concerns. Discusses
information and structures written and oral of others’ comments and does not allow issues credibly and thoughtfully and
communication to ensure clarity. misunderstandings to linger. presents persuasive counterarguments.
Encourages the support of relevant
stakeholders.
key points. of subtle non-verbal cues. develop a clear understanding of the
issues.
abbreviations. strengths and takes into account b. Presents persuasive counterarguments.
shortcomings.
c. Explains complex information c. Discusses issues credibly and
using language appropriate for the c. Focuses on gaining a clear thoughtfully without getting personal or
audience. understanding of others’ comments by aggressive.

listening, asking clarifying questions
d. Presents messages confidently and and reflecting back. d. Encourages relevant stakeholders in
selects the appropriate medium for supporting the position.
conveying information. d. Checks to ensure their own views have
been understood. e. Anticipates and identifies other
e. Structures messages clearly and people’s expectations and concerns and
succinctly, both orally and in writing. e. Understands and addresses the key develops own case accordingly.
concerns of the audience.
f. Commences negotiations with a clear
f. Tailors communication style and understanding of the desired outcomes.
experience.

Shapes strategic Cultivates productive Exemplifies personal drive and Communicates with
Achieves results
thinking working relationships integrity influence
Inspires a sense of Builds organisational Nurtures internal and Demonstrates public service Communicates
purpose and direction capability and external relationships professionalism and probity clearly
Provides direction to responsiveness Builds and sustains Adopts a principled approach Confidently presents
others regarding the Reviews project relationships with a and adheres to public service messages in a clear,
purpose and importance performance and network of key people values and Code of Conduct. Acts concise and articulate
of their work. Illustrates focuses on identifying internally and externally. professionally and impartially manner. Focuses
the relationship opportunities Proactively offers at all times and operates within on key points and
between operational for continuous assistance for a mutually the boundaries of organisational uses appropriate,
tasks and organisational improvement. beneficial relationship. processes and legal and public unambiguous
goals. Sets work tasks Identifies key talent to Anticipates and is policy constraints. Operates as language.
that align with the support performance. responsive to internal and an effective representative of Selects the most
strategic objectives and Remains flexible and external client needs. the organisation in public and appropriate medium
communicates expected responsive to changes internal forums. for conveying
outcomes. in requirements. Facilitates cooperation information and
and partnerships Engages with risk and shows structures written and
Focuses strategically Marshals professional Involves people, personal courage oral communication
Understands the expertise encourages them Provides impartial and forthright to ensure clarity.
organisation’s objectives Values specialist and recognises their advice. Challenges important
and aligns operational expertise and contribution. Consults issues constructively, stands by Listens, understands
activities accordingly. capitalises on the and shares information own position when challenged. and adapts to
Considers the expert knowledge and ensures others are Acknowledges mistakes and audience
ramifications of issues and skills of others. kept informed of issues. learns from them, and seeks Seeks to understand
and longer-term impact Contributes own Works collaboratively and guidance and advice when the audience
of own work and work expertise to achieve operates as an effective required. and tailors
area. outcomes for the team member. communication
business unit. Commits to action style and message
Harnesses information Values individual Takes personal responsibility accordingly. Listens
and opportunities Steers and implements differences and diversity for meeting objectives and carefully to others
Gathers and investigates change and deals with Recognises the positive progressing work. Shows and checks to ensure
information from a uncertainty benefits that can be initiative and proactively steps their views have been
variety of sources, Establishes clear plans gained from diversity in and does what is required. understood. Checks
explores new ideas and and timeframes for and encourages the Commits energy and drive to see own understanding
different viewpoints. project implementation exploration of diverse that goals are achieved. of others’ comments
Probes information and outlines specific views. Harnesses and does not allow
and identifies any activities. Responds in understanding of Displays resilience misunderstandings to
critical gaps. Maintains a positive and flexible differences to enhance Persists and focuses on linger.
an awareness of the manner to change and interactions. Recognises achieving objectives even in
organisation, monitors uncertainty. Shares the different working difficult circumstances. Remains Negotiates
the context in which the information with others styles of individuals, and positive and responds to persuasively
organisation operates and assists them to tries to see things from pressure in a controlled manner. Approaches
and finds out about best adapt. different perspectives. Continues to move forward negotiations with a
practice approaches. despite criticism or setbacks. strong grasp of the
Ensures closure and Guides, mentors and key issues, having
Shows judgement, delivers on intended develops people Demonstrates self-awareness prepared in advance.
intelligence and results Identifies learning and a commitment to personal Understands the
commonsense Sees projects through opportunities for others development desired objectives
Undertakes objective, to completion. and empowers them Self-evaluates performance and and associated
systematic analysis Monitors project by delegating tasks. seeks feedback from others. strengths and
and draws accurate progress and adjusts Agrees clear performance Communicates and acts on weaknesses.
conclusions based on plans as required. standards and gives strengths and acknowledges Anticipates the
evidence. Recognises Commits to achieving timely praise and development needs. Reflects on position of the
the links between quality outcomes and recognition. Makes time own behaviour and recognises other party, and
interconnected issues. ensures documentation for people and offers full the impact on others. Shows frames arguments
Breaks through procedures are support when required. strong commitment to learning accordingly.
problems and weighs up maintained. Seeks Delivers constructive, and self-development, and Encourages the
the options to identify feedback from objective feedback in accepts challenging new support of relevant
solutions. Explores stakeholders to gauge a manner that gains opportunities. stakeholders.
possibilities and satisfaction. acceptance and achieves Strives to achieve an
innovative alternatives. resolution. Deals with outcome that delivers
underperformance benefits for both
promptly. parties.

1.1 Inspires a sense of 1.2 Focuses strategically 1.3 Harnesses information and 1.4 Shows judgement,
Provides direction to Understands the organisation’s Gathers and investigates Undertakes objective, systematic
others regarding the objectives and aligns operational information from a variety of analysis and draws accurate
purpose and importance activities accordingly. Considers sources, and explores new conclusions based on evidence.
of their work. Illustrates the ramifications of issues and ideas and different viewpoints. Recognises the links between
Description
the relationship between longer-term impact of own work Probes information and identifies interconnected issues. Breaks
operational tasks and and work area. any critical gaps. Maintains an through problems and weighs up
organisational goals. Sets awareness of the organisation, the options to identify solutions.
work tasks that align with monitors the context in which the Explores possibilities and
the strategic objectives organisation operates and finds out innovative alternatives.
and communicates about best practice approaches.
expected outcomes.
a. Communicates with a. Demonstrates an awareness a. Identifies critical information a. Systematically analyses

others regarding the of the implications of issues gaps and asks a range of information to identify
purpose of their work for own work and work area. questions to uncover valuable relationships between
and the relationship information. factors.
between operational b. Thinks about the future and
activities and considers the longer-term b. Sources information on best b. Identifies problems and
organisational goals. implications of own work. practice approaches adopted assesses their significance.
in both the public and private
b. Translates high-level c. Understands the sectors. c. Takes appropriate action to
goals and outcomes strategic objectives of the resolve them.
into appropriate organisation and develops c. Scans the organisational
tasks for others. work plans accordingly. environment. d. Checks and clarifies
information and avoids

c. Conveys expectations d. Monitors the corporate unwarranted assumptions.
regarding outcomes priorities, business context and
and the timely organisational culture. e. Draws accurate conclusions
achievement of and presents logical
objectives. e. Gathers and investigates arguments.
information and alternate
viewpoints from a variety of f. Explores various possibilities
sources through formal and and generates innovative
informal means. alternatives.
f. Explores new ideas with an g. Selects the best option

open mind. from a range of potential
solutions.
h. Demonstrates how
recommendations solve the
key problems identified.

2. Achieves results
2.1 Builds organisational 2.2 Marshals professional 2.3 Steers and implements 2.4 Ensures closure and delivers
capability and expertise change and deals with on intended results
responsiveness uncertainty
Reviews project Values specialist expertise Establishes clear plans Sees projects through to
performance and focuses and capitalises on the and timeframes for project completion. Monitors project
on identifying opportunities expert knowledge and implementation and outlines progress and adjusts plans as
Description
for continuous skills of others. Contributes specific activities. Responds in a required. Commits to achieving
improvement. Identifies own expertise to achieve positive and flexible manner to quality outcomes and ensures
key talent to support outcomes for the business change and uncertainty. Shares documentation procedures are
performance. Remains unit. information with others and maintained. Seeks feedback
flexible and responsive to assists them to adapt. from stakeholders to gauge
changes in requirements. satisfaction.
a. Identifies and utilises a. Consults internal and a. Constructs project plans that a. Regularly seeks feedback
key individuals who will external experts. have clear and appropriate from stakeholders to gauge
contribute to deliver goals, timeframes and their satisfaction.
the best results. b. Taps into their technical budgets.
and professional b. Ensures work is delivered to a
b. Evaluates projects to knowledge and b. Anticipates change and high standard.
understand critical experience to improve builds contingencies into
factors for success, and work outcomes. plans. c. Maintains focus on quality to
engages in activities achieve key outcomes.
to achieve continuous c. Contributes own c. Deals positively with

improvement. expertise for the uncertainty and copes d. Adheres to documentation
benefit of the business effectively in an environment procedures.
c. Responds flexibly to unit. characterised by change.
changing demands e. Sees tasks through to
whilst maintaining d. Encourages others d. Determines a course of action completion.
sight of the end goal. to draw upon this despite lack of clarity.
knowledge. f. Monitors projects against
e. Shares appropriate plans.
information with staff and
colleagues during times of g. Manages priorities and
change. agrees adjustments to
f. Helps others adapt to ensure
a smooth transition.

3.1 Nurtures internal and 3.2 Facilitates cooperation 3.3 Values individual differences 3.4 Guides, mentors and
external relationships and partnerships and diversity develops people
Builds and sustains Involves people, encourages Recognises the positive benefits Identifies learning opportunities
relationships with a network them and recognises their that can be gained from diversity for others and empowers them
of key people internally and contribution. Consults and and encourages the exploration by delegating tasks. Agrees clear
externally. Proactively offers shares information and of diverse views. Harnesses performance standards and gives
Description
assistance for a mutually ensures others are kept understanding of differences timely praise and recognition.
beneficial relationship. informed of issues. Works to enhance interactions. Makes time for people and
Anticipates and is responsive collaboratively and operates Recognises the different working offers full support when
to internal and external client as an effective team member. styles of individuals, and tries required. Delivers constructive,
needs. to see things from different objective feedback in a manner
perspectives. that gains acceptance and
achieves resolution. Deals with
underperformance promptly.
a. Develops and maintains a. Operates as an effective a. Discerns the differing and a. Makes time for people
a network with others member of the team. preferred working styles of despite competing priorities.
internally and externally. individuals and factors this
b. Works collaboratively and into the management of b. Provides guidance and offers
b. Builds and sustains cooperatively. people and tasks. full support when required.
relationships.
c. Draws on team strengths. b. Recognises that others c. Encourages staff to engage in
c. Liaises with a range of have different views and development opportunities.
stakeholders including d. Involves others and experience, explores their
other teams, peers and encourages their input. contributions and capitalises d. Identifies knowledge gaps
colleagues across the on the differing perspectives. and works with them to
organisation, and in e. Recognises the determine appropriate
other organisations. contributions made by c. Tries to see things from the development activities.
other people. other person’s perspective.
d. Offers reciprocal e. Delegates tasks effectively,
assistance in achieving d. Maintains an awareness of providing clear direction and
f. Consults and shares

mutually beneficial information with own the personalities, motivations articulating parameters.
outcomes. team and upwards. and other diverse qualities
of people, and uses this to f. Congratulates people on
e. Anticipates the needs enhance interactions. achievements and gives
g. Ensures people are kept
of clients and provides informed of progress and timely recognition for good
courteous, prompt and issues. performance.
professional service to
them. g. Provides clear, constructive
and timely feedback (both
positive and negative) in
a manner that encourages
learning and achieves any
required resolution.
h. Agrees on performance
standards and conducts
regular review.
i. Addresses underperformance
targets.

4.5 Demonstrates
4.3 Commits to self-awareness and a
service professionalism and and shows personal 4.4 Displays resilience
action commitment to personal
probity courage
development
Adopts a principled Provides impartial Takes personal Persists and focuses Self-evaluates
approach and adheres and forthright advice. responsibility for on achieving objectives performance and
to public service values Challenges important meeting objectives even in difficult seeks feedback from
and Code of Conduct. issues constructively, and progressing circumstances. others. Communicates
Acts professionally and stands by own position work. Shows Remains positive and and acts on strengths
impartially at all times when challenged. initiative and responds to pressure and acknowledges
Description
and operates within the Acknowledges mistakes proactively steps in in a controlled manner. development needs.
boundaries of organisational and learns from them, and does what is Continues to move Reflects on own
processes and legal and and seeks guidance and required. Commits forward despite behaviour and
public policy constraints. advice when required. energy and drive to criticism or setbacks. recognises the impact
Operates as an effective see that goals are on others. Shows strong
representative of the achieved. commitment to learning
organisation in public and and self-development,
internal forums. and accepts challenging
new opportunities.
a. Adheres to public a. Listens when a. Takes the a. Maintains effective a. Reflects on own
service values and own ideas are initiative. performance levels behaviours and work
Code of Conduct and challenged. in highly charged style and considers
consistently behaves in b. Progresses work, or high pressure how they impact on
an honest, ethical and b. Stands ground and and engages in situations. others and on job
professional way. defends own views additional tasks performance.
when appropriate. as required. b. Demonstrates
b. Treats people fairly persistence and b. Demonstrates
and equitably and is c. Challenges c. Gets on with the works hard to commitment to
transparent in dealings issues and job at hand and achieve objectives. self-development
with them. raises objections applies self with and capitalises on
constructively. energy and drive. c. Maintains an opportunities to
c. Makes decisions for the optimistic outlook extend skills and
corporate good without d. Discusses d. Commits to and focuses on knowledge.
favouritism or bias. alternatives to find meeting the the positives in

a way forward. objectives. difficult situations. c. Accepts challenging
d. Places the aims of the new opportunities.
organisation above e. Provides impartial e. Recognises d. Stays controlled
personal ambitions. and forthright and seeks to when under d. Communicates
advice. resolve issues pressure. areas of strength,
e. Understands and impacting on and acknowledges
operates within legal f. Takes responsibility the achievement e. Does not react development needs.
and public policy for mistakes and of desired personally to
constraints and learns from them. outcomes. criticism. e. Seeks feedback
limitations. on behaviour and
g. Acknowledges work performance
f. Operates in a when in the wrong. and is responsive to
professional manner guidance.
when representing the h. Seeks advice and
organisation in public assistance from f. Spends time
and internal forums. colleagues and critically analysing
senior managers own performance
when uncertain. and identifies
development needs.


5.1 Communicates clearly 5.3 Negotiates persuasively
audience
Confidently presents messages in a clear, Seeks to understand the audience and Approaches negotiations with a strong
concise and articulate manner. Focuses tailors communication style and message grasp of the key issues, having prepared
on key points and uses appropriate, accordingly. Listens carefully to others and in advance. Understands the desired
unambiguous language. Selects the checks to ensure their views have been objectives and associated strengths and
Description
most appropriate medium for conveying understood. Checks own understanding weaknesses. Anticipates the position of
information and structures written and oral of others’ comments and does not allow the other party, and frames arguments
communication to ensure clarity. misunderstandings to linger. accordingly. Encourages the support of
relevant stakeholders. Strives to achieve
an outcome that delivers benefits for both
parties.
a. Focuses on clearly communicating key a. Adjusts presentation style on the basis a. Presents persuasive counterarguments.
points. of subtle non-verbal cues.
b. Puts forward a case firmly, without
b. Limits the use of jargon and b. Maximises personal communication getting personal or aggressive.
abbreviations. strengths and takes into account
shortcomings. c. Encourages relevant stakeholders in
c. Explains complex information supporting the position.
using language appropriate for the c. Focuses on gaining a clear

audience. understanding of others’ comments by d. Anticipates the stance of other parties
listening, asking clarifying questions in advance and positions own case
d. Presents messages confidently and and reflecting back. accordingly.
selects the appropriate medium for
maximum effect. d. Understands and addresses the key e. Commences negotiations with a clear
concerns of the audience. understanding of the organisation’s
e. Structures messages clearly and objectives and desired outcomes.
succinctly, both orally and in writing. e. Tailors communication style and
experience.

Shapes strategic Cultivates productive Exemplifies personal drive Communicates with

Achieves results
thinking working relationships and integrity influence
Inspires a sense of Builds organisational Nurtures internal and Demonstrates public service Communicates clearly
purpose and direction capability and external relationships professionalism and probity Confidently presents
Translates the strategy responsiveness Builds and sustains Adopts a principled approach messages in a clear,
into operational goals Evaluates ongoing project relationships with a network and adheres to public concise and articulate
and creates a shared performance and identifies of key people internally service values and Code of manner. Translates
sense of purpose within critical success factors. and externally. Recognises Conduct. Acts professionally information for others,
the business unit. Instigates continuous shared agendas and works and impartially at all times focusing on key points
Engages others in the improvement activities. toward mutually beneficial and operates within the and using appropriate,
strategic direction of the Responds flexibly to outcomes. Anticipates and boundaries of organisational unambiguous language.
work area, encourages changing demands. Builds is responsive to internal and processes and legal and Selects the most
their contribution and teams with complementary external client needs. public policy constraints. appropriate medium for
communicates expected skills and allocates Operates as an effective conveying information
outcomes. resources in a manner that representative of the and structures written
Facilitates cooperation and
delivers results. organisation in public and and oral communication
partnerships
internal forums. to ensure clarity.
Focuses strategically Brings people together
Understands the Marshals professional and encourages input Engages with risk and shows
organisation’s objectives expertise from key stakeholders. personal courage Listens, understands
and links between Values specialist expertise Finds opportunities to Provides impartial and adapts to audience
the business unit, and capitalises on the share information and and forthright advice. Seeks to understand
organisation and the knowledge within the ensures that others are Challenges important issues the audience and tailors
whole-of-government organisation as well as kept informed of issues. constructively, stands by communication style and
agenda. Considers consulting externally as Fosters teamwork and own position and supports message accordingly.
the ramifications of a appropriate. Manages rewards cooperative and others when required. Listens carefully to
wide range of issues, contracts judiciously. collaborative behaviour. Acknowledges mistakes and others and checks
anticipates priorities Contributes own expertise Resolves conflict using learns from them, and seeks to ensure their views
and develops long-term to achieve outcomes for appropriate strategies. guidance and advice when have been understood.
plans for own work area. the business unit. required. Anticipates reactions
Values individual Commits to action and is prepared to
Harnesses information Steers and implements differences and diversity Takes personal responsibility respond. Checks own
and opportunities change and deals with Recognises the positive for meeting objectives and understanding of others’
Gathers and investigates uncertainty benefits that can be progressing work. Shows comments and does not
information from a Establishes clear plans gained from diversity initiative and proactively allow misunderstandings
variety of sources, and and timeframes for project and encourages the steps in and does what is to linger.
explores new ideas and implementation and exploration of diverse views. required. Commits energy
different viewpoints. outlines specific activities. Harnesses understanding and drive to see that goals Negotiates persuasively
Probes information Responds in a positive and of differences to anticipate are achieved. Approaches negotiations
and identifies any flexible manner to change reactions and enhance with a strong grasp
Displays resilience
critical gaps. Maintains and uncertainty. Shares interactions. Recognises of the key issues,
Persists and focuses on
an awareness of the information with others the different working styles having prepared well in
achieving objectives even
organisation, looks for and assists them to adapt. of individuals, and tries to advance. Understands
in difficult circumstances.
recent developments see things from different the desired objectives
Remains positive and
that may impact on own Ensures closure and perspectives. and associated strengths
responds to pressure in a
business area and finds delivers on intended and weaknesses.
controlled manner. Maintains
out about best practice results Guides, mentors and Anticipates the
momentum and sustains
approaches. Strives to achieve and develops people position of the other
effort despite criticism or
encourages others to Encourages and motivates setbacks. party, and adapts
Shows judgement, do the same. Monitors people to engage in approach accordingly.
intelligence and progress and identifies continuous learning, Demonstrates self-awareness Encourages the support
commonsense risks that may impact on and empowers them by and a commitment to of relevant stakeholders.
Undertakes objective, outcomes. Adjusts plans delegating tasks. Agrees on personal development Encourages debate
critical analysis and as required. Commits clear performance standards Critically analyses own and identifies common
distils the core issues. to achieving quality and gives timely praise and performance and seeks ground to facilitate
Presents logical outcomes and ensures recognition. Makes time feedback from others. agreement and
arguments and draws documentation procedures for people and offers full Confidently communicates acceptance of mutually
accurate conclusions. are maintained. support when required. strengths and acknowledges beneficial solutions.
Anticipates and seeks to Seeks feedback from Delivers constructive development needs. Acts
minimise risks. Breaks stakeholders to gauge feedback in a manner that on negative feedback to
improve performance.
through problems and satisfaction. gains acceptance and
Reflects on own behaviour
weighs up the options achieves resolution. Deals
and recognises the impact
to identify solutions. with underperformance
on others. Shows strong
Explores possibilities promptly.
commitment to learning
and creative alternatives.
and self-development and
embraces challenging new
opportunities.

1.1 Inspires a sense of 1.3 Harnesses information 1.4 Shows judgement,

1.2 Focuses strategically
purpose and direction and opportunities intelligence and commonsense
Translates the strategy Understands the organisation’s Gathers and investigates Undertakes objective, critical
into operational goals and objectives and links between information from a variety analysis and distils the core
creates a shared sense of the business unit, organisation of sources and explores issues. Presents logical
purpose within the business and the whole-of-government new ideas and different arguments and draws accurate
unit. Engages others in agenda. Considers the viewpoints. Probes conclusions. Anticipates and
Description
the strategic direction of ramifications of a wide range of information and identifies seeks to minimise risks. Breaks
the work area, encourages issues, anticipates priorities and any critical gaps. Maintains through problems and weighs up
their contribution and develops long-term plans for an awareness of the the options to identify solutions.
communicates expected own work area. organisation, looks for recent Explores possibilities and creative
outcomes. developments that may alternatives.
impact on own business area
and finds out about best
practice approaches.
a. Encourages others a. Considers a wide range of a. Identifies critical a. Distils the core issues from
to provide input and issues and their implications information gaps and complex information and
comment on the strategic for the business unit. asks a range of questions identifies relationships
direction of the business to uncover valuable between factors.
unit. b. Thinks about the future. information.
b. Anticipates problems and
b. Communicates with c. Develops long-term plans b. Sources information on takes steps to minimise or
others regarding the and anticipates likely best practice approaches prevent them.
purpose of their work priorities. adopted in both the
and the relationship public and private c. Identifies and articulates
between work unit d. Understands the sectors. potential risks.
objectives and organisation’s direction

organisational goals. and how the work of own c. Scans the internal and d. Draws accurate conclusions
business area fits into external environment for and presents logical
c. Builds a shared sense of the organisation wider new trends and recent arguments that address key
purpose and direction. community and whole-of- developments that issues.
government agenda. are likely to affect own
d. Translates the vision into business area. e. Explores various possibilities
shorter-term goals and and generates innovative
objectives. d. Gathers and investigates alternatives.
information and alternate
e. Frames objectives viewpoints from a variety f. Selects the best option from
in a meaningful way of sources through formal a range of potential solutions.
and communicates and informal means.
expectations of their g. Demonstrates how
achievement. e. Explores new ideas with recommendations solve the
an open mind. key problems identified.

2. Achieves results
2.1 Builds organisational 2.2 Marshals professional 2.3 Steers and implements 2.4 Ensures closure and delivers
capability and responsiveness expertise change and deals with on intended results
uncertainty
Evaluates ongoing project Values specialist expertise Establishes clear plans Strives to achieve and encourages
performance and identifies and capitalises on the and timeframes for project others to do the same. Monitors
critical success factors. knowledge within the implementation and progress and identifies risks that
Instigates continuous organisation as well as outlines specific activities. may impact on outcomes. Adjusts
Description
improvement activities. consulting externally as Responds in a positive and plans as required. Commits to
Responds flexibly to changing appropriate. Manages flexible manner to change achieving quality outcomes
demands. Builds teams with contracts judiciously. and uncertainty. Shares and ensures documentation
complementary skills and Contributes own expertise information with others and procedures are maintained. Seeks
allocates resources in a manner to achieve outcomes for the assists them to adapt. feedback from stakeholders to
that delivers results. business unit. gauge satisfaction.
a. Builds effective teams with a. Supplements internal a. Constructs project a. Commits to targets and
complementary skills. knowledge with plans that have clear strives to achieve results.
technical expertise and appropriate
b. Allocates resources in a from external providers goals, timeframes and b. Encourages others to do the
flexible manner across and other government budgets. same.
work area to deliver organisations.
the best results for the b. Anticipates change and c. Identifies and addresses
organisation. b. Manages contracts builds contingencies risks that may impede work
judiciously. into plans. completion.
c. Evaluates projects and
business processes to c. Consults internal and c. Deals positively d. Proactively escalates issues
understand critical factors external experts. with uncertainty and that have not been controlled
for success. copes effectively to ensure work remains on
d. Taps into their technical in an environment track.
d. Engages in and encourages and professional characterised by
others to contribute to knowledge and change. e. Regularly seeks feedback

continuous improvement. experience to improve from stakeholders to gauge
work outcomes. d. Determines a course of their satisfaction.
e. Responds flexibly to action despite lack of
changing demands whilst e. Contributes own clarity. f. Acts to ensure work is
maintaining sight of the expertise for the benefit delivered to a high standard.
end goals. of the business unit. e. Shares appropriate
information with staff g. Maintains focus on quality to
f. Encourages others and colleagues during achieve key outcomes.
to draw upon this times of change.
knowledge. h. Adheres to documentation
f. Helps others adapt procedures and sees tasks
to ensure a smooth through to completion.
transition.
i. Monitors projects against
plans.
j. Manages priorities and

agrees on adjustments to

3.1 Nurtures internal and 3.2 Facilitates cooperation 3.3 Values individual 3.4 Guides, mentors and
external relationships and partnerships differences and diversity develops people
Builds and sustains Brings people together Recognises the positive benefits Encourages and motivates
relationships with a network and encourages input from that can be gained from people to engage in continuous
of key people internally and key stakeholders. Finds diversity and encourages the learning, and empowers them by
externally. Recognises shared opportunities to share exploration of diverse views. delegating tasks. Agrees on clear
agendas and works toward information and ensures that Harnesses understanding performance standards and gives
Description
mutually beneficial outcomes. others are kept informed of of differences to anticipate timely praise and recognition.
Anticipates and is responsive issues. Fosters teamwork reactions and enhance Makes time for people and offers
to internal and external client and rewards cooperative interactions. Recognises full support when required.
needs. and collaborative behaviour. the different working styles Delivers constructive feedback in
Resolves conflict using of individuals and tries to a manner that gains acceptance
appropriate strategies. see things from different and achieves resolution. Deals
perspectives. with underperformance promptly.
a. Develops and maintains a. Uses appropriate a. Discerns the differing and a. Makes time for people
a network with others strategies to resolve preferred working styles of despite competing priorities.
internally and externally. conflicts and address individuals and factors this
concerns quickly. into the management of b. Provides guidance and offers
b. Builds and sustains long- people and tasks. full support when required.
term relationships. b. Fosters teamwork by
working collaboratively b. Recognises that others c. Acts as a coach and works
c. Liaises with a range of and cooperatively. have different views and with people to facilitate their
stakeholders including experience. development.
other teams, peers and c. Encourages and rewards
colleagues across the those behaviours in c. Explores their contributions d. Identifies development
organisation, and in other others. and capitalises on the opportunities and encourages
organisations. differing perspectives. continuous learning.
d. Brings people together
d. Recognises shared and ensures the key d. Tries to see things from the e. Delegates tasks effectively,
agendas and works stakeholders are involved other person’s perspective. providing clear direction and
toward mutually beneficial in discussions. articulating parameters.

outcomes. e. Anticipates their reactions
e. Encourages people’s and adopts strategies to f. Congratulates people on
e. Anticipates the needs input and seeks address them. achievements and gives
of clients and provides contribution. timely recognition for good
courteous, prompt and f. Maintains an awareness performance.
professional service to f. Consults and promotes of the personalities,
them. open discussion. motivations and other g. Provides clear, constructive
diverse qualities of people, and timely feedback (both
g. Shares information and uses this to enhance positive and negative) in
with key stakeholders interactions. a manner that encourages
internally and externally. learning and achieves any
required resolution.
h. Ensures that people in
own team and upwards h. Agrees on performance
are kept informed of standards and conducts
progress and issues. regular reviews.
i. Addresses underperformance
targets.

4.5 Demonstrates
self-awareness and a
service professionalism and shows personal 4.3 Commits to action 4.4 Displays resilience
commitment to personal
and probity courage
development
Adopts a principled Provides impartial Takes personal Persists and focuses Critically analyses
approach and adheres and forthright advice. responsibility for on achieving objectives own performance and
to public service values Challenges important meeting objectives and even in difficult seeks feedback from
and Code of Conduct. issues constructively, progressing work. Shows circumstances. others. Confidently
Acts professionally and stands by own position initiative and proactively Remains positive and communicates strengths
impartially at all times and supports others steps in and does what is responds to pressure and acknowledges
and operates within when required. required. Commits energy in a controlled manner. development needs.
Description
the boundaries of Acknowledges and drive to see that Maintains momentum Acts on negative
organisational processes mistakes and learns goals are achieved. and sustains effort feedback to improve
and legal and public from them, and seeks despite criticism or performance. Reflects
policy constraints. guidance and advice setbacks. on own behaviour and
Operates as an effective when required. recognises the impact
representative of the on others. Shows strong
organisation in public and commitment to learning
internal forums. and self-development,
and embraces challenging
new opportunities.
a. Adheres to public a. Listens when a. Takes the initiative, a. Sustains high a. Reflects on own
service values and own ideas are progressing work, levels of effort and behaviours and
Code of Conduct and challenged, stands and engaging in energy following a work style and
consistently behaves own ground and additional tasks as setback. considers how they
in an honest, ethical supports others required. impact others and
and professional way. when appropriate. b. Maintains performance on the
b. Works to get results. momentum and job.
b. Treats people fairly b. Challenges continues to move
and equitably and issues and c. Shows energy and forward. b. Demonstrates
is transparent in raises objections drive. commitment to self-
dealings with them. constructively. c. Demonstrates development.
d. Commits to meeting persistence,
c. Makes decisions for c. Discusses objectives. adapts approach c. Steps out of own
the corporate good alternatives to find when required comfort zone and
without favouritism a way forward. e. Recognises and and works hard to embraces challenging
or bias. achieve objectives. opportunities for
seeks to resolve
d. Provides impartial issues impacting on growth.
d. Places the aims of the and forthright the achievement of d. Maintains an
organisation above advice. desired outcomes. optimistic outlook d. Confidently
personal ambitions. and focuses on communicates
e. Takes the positives in areas of strength
e. Understands and responsibility difficult situations. and acknowledges
operates within legal for mistakes and development needs.
and public policy learns from them. e. Withstands
constraints and criticism from e. Seeks feedback
limitations. f. Acknowledges stakeholders regarding
when in the wrong. and maintains performance.
f. Operates in a composure when
professional manner g. Seeks advice and under pressure. f. Acts on feedback to
when representing assistance from achieve continual
the organisation in colleagues and improvement.
public and internal managers when
forums. uncertain. g. Spends time
critically analysing
own performance
and identifies
development needs.

5.1 Communicates clearly 5.2 Listens, understands and adapts to 5.3 Negotiates persuasively
audience
Confidently presents messages in a Seeks to understand the audience and Approaches negotiations with a strong
clear, concise and articulate manner. tailors communication style and message grasp of the key issues, having prepared
Translates information for others, focusing accordingly. Listens carefully to others well in advance. Understands the desired
on key points and using appropriate, and checks to ensure their views have objectives and associated strengths and
Description
unambiguous language. Selects the been understood. Anticipates reactions weaknesses. Anticipates the position
most appropriate medium for conveying and is prepared to respond. Checks own of the other party and adapts approach
information and structures written and oral understanding of others’ comments and accordingly. Encourages the support of
communication to ensure clarity. does not allow misunderstandings to linger. relevant stakeholders. Encourages debate
and identifies common ground to facilitate
agreement and acceptance of mutually
beneficial solutions.
a. Translates information for others and a. Adjusts presentation style on the basis a. Ensures debate and seeks to develop a
focuses on clearly communicating key of subtle non-verbal cues. clear understanding about conflicting
points. issues.
b. Maximises personal communication
b. Limits the use of jargon and strengths and takes into account b. Puts forward a case firmly, without
abbreviations. shortcomings. getting personal or aggressive.
c. Explains complex information c. Focuses on gaining a clear c. Encourages relevant stakeholders in

using language appropriate for the understanding of others’ comments by supporting the position.
audience. listening, asking clarifying questions
and reflecting back. d. Anticipates the stance of other parties
d. Presents messages confidently and in advance and positions own case
selects the appropriate medium for d. Anticipates others’ reactions and is accordingly.
maximum effect. prepared to respond.
e. Identifies common ground.
e. Structures messages clearly and e. Tailors communication style and
succinctly, both orally and in writing. language according to the audience’s f. Develops a convincing argument
level of knowledge, skill and and presents the rationale with solid
experience. supporting evidence.

All capabilities and components for CLF10
Cultivates productive Exemplifies personal drive Communicates with

Shapes strategic thinking Achieves results
working relationships and integrity influence
Inspires a sense of purpose Builds organisational Nurtures internal and Demonstrates public service Communicates clearly
and direction capability and external relationships professionalism and probity Confidently presents
Develops the strategic responsiveness Builds and sustains Adheres to and promotes messages in a clear,
direction for the business Investigates ways to relationships within the public service values and concise and articulate
unit and creates shared improve effectiveness by organisation, with the Code of Conduct and acts manner. Focuses on key
sense of purpose by harnessing technology Minister’s office, across with utmost integrity and points for the audience
demonstrating how and implementing the public service and professionalism. Encourages and uses appropriate,
elements of the strategy continuous improvement with a diverse range of these standards in others. unambiguous language,
fit together and contribute activities. Builds teams external stakeholders. Operates professionally and explains the
to higher-level goals. with complementary skills Looks for shared agendas and within the boundaries implications and ensures
Encourages others’ input and engages in succession and uses these to bring of organisational processes the conclusion is clearly
and communicates required planning. Responds flexibly people together. Shows a and legal and public policy conveyed. Selects the most
actions and expected to changing circumstances, constraints. Represents the appropriate medium for
commitment to client service
outcomes. deploys resources astutely organisation effectively in conveying information and
through own actions and
and identifies optimum public and internal forums, structures written and oral
Focuses strategically those of the business unit.
resourcing combinations. and advocates the corporate communication to ensure
Understands the Facilitates cooperation and clarity.
Creates a flexible agenda.
organisation’s direction partnerships
environment that enables Listens, understands and
and role within government Brings people together and Engages with risk and shows
others to meet changing adapts to audience
and society including encourages input from key personal courage
demands. Seeks to understand
the whole-of-government Provides impartial and
stakeholders. Facilitates the audience and tailors
agenda. Considers multiple Marshals professional forthright advice. Is prepared
cooperation within and communication style and
perspectives when expertise to make tough corporate
between organisations. message accordingly.
assessing the ramifications Integrates professional decisions to achieve desired
Promotes the reciprocal Listens carefully to others
of issues. Develops expertise into the outcomes. Challenges and
plans that address both sharing of information and checks to ensure
organisation to improve encourages debate on difficult
current and likely future to build knowledge. their views have been
overall performance or controversial issues. Stands
requirements. Seeks to Fosters teamwork and understood. Anticipates
and delivery of business rewards cooperative and by own position and supports
align business unit activities reactions and prepares
outcomes. Manages collaborative behaviour. others when required. Takes
with strategic priorities. a response to address
contracts judiciously. Actively Resolves conflict and responsibility for mistakes
ensures relevant professional the audience’s concerns.
Harnesses information and manages the sensitivities and learns from them. Seeks
input from others is obtained Checks own understanding
opportunities involved. guidance and advice when
and shares own experience. of others’ comments
required.
Draws on information and and does not allow
Values individual differences
alternative viewpoints Steers and implements Commits to action misunderstandings to
and diversity
and monitors information change and deals with Commits to achieving key linger.
Recognises the positive
channels to understand uncertainty outcomes for the organisation.
benefits that can be gained Negotiates persuasively
new issues of importance Adopts a planned approach Demonstrates personal drive,
from diversity and capitalises Approaches negotiations
to the government. to the management focus and energy. Galvanises
on these for the benefit of with a strong grasp
Monitors change in the of programs. Defines others to act. Acts decisively
the business unit. Harnesses of the key issues.
environment. Seizes high-level objectives and and initiates urgent action to
understanding of differences Presents a convincing
opportunities and adjusts supports translation into overcome difficult problems.
to anticipate reactions and balanced rationale.
approach to respond to implementation strategies. and enhance interactions. Anticipates the position
threats. Addresses any Operates effectively in an Displays resilience
Recognises the different of the other party and
environment of ongoing Persists and focuses on
critical information gaps. working styles of individuals, is aware of the extent of
change and uncertainty and achieving organisational
Uses knowledge of the and tries to see things from potential for compromise.
maintains flexibility. Actively objectives even in difficult
organisation to provide a different perspectives. Acknowledges and
ensures stakeholders are circumstances. Monitors
context for others. addresses disagreements
kept informed during times Guides, mentors and own emotional reactions and
to facilitate mutually
Shows judgement, develops people responds to pressure in a
of change. beneficial solutions.
intelligence and Encourages and motivates controlled manner. Displays a Engages the support of
commonsense Ensures closure and delivers people to engage in positive outlook and maintains credible others. Focuses
Applies intellect and on intended results continuous learning, momentum in difficult
and empowers them by on the desired objectives
knowledge to weigh up Drives a culture of situations.
delegating responsibility for and ensures negotiations
complex information achievement. Ensures ideas
work. Sets clear performance Demonstrates self-awareness remain on track.
and identify critical and intended actions become
standards and gives timely and a commitment to personal
factors and issues. Works reality and that planned
praise and recognition. development
effectively when all of the projects result in expected Examines own performance
Makes time for people
information is not available. outputs. Strives for quality, and regularly seeks feedback
and offers full support
Explores the options in and ensures compliance with from others. Confidently
when required. Delivers
full and makes sound regulatory requirements. constructive feedback and promotes areas of strength,
decisions under pressure. Puts systems in place to manages underperformance. acknowledges development
Considers opportunities establish and measure Offers support in time of high needs and proactively
and anticipates risk. accountabilities. Manages pressure and engages in identifies related learning
Applies lateral thinking risks that may impede activities to maintain morale. opportunities to extend skills
and identifies innovative on project outcomes and and experience. Reflects on
solutions. ensures that key stakeholders own behaviour and recognises
are across all relevant issues. the impact on others.

1.1 Inspires a sense of 1.3 Harnesses information and 1.4 Shows judgement,
Develops the strategic Understands the organisation’s Draws on information and Applies intellect and knowledge
direction for the business unit direction and role within alternative viewpoints to weigh up complex information
and creates shared sense of government and including and monitors information and identify critical factors and
purpose by demonstrating the whole-of-government channels to understand issues. Works effectively when all
how elements of the strategy agenda. Considers multiple new issues of importance to of the information is not available.
Description
fit together and contribute perspectives when assessing the government. Monitors Explores the options in full and
to higher-level goals. the ramifications of key issues. change in the environment. makes sound decisions under
Encourages others’ input Develops plans that address Seizes opportunities and pressure. Considers opportunities
and communicates required both current and likely future adjusts approach to respond and anticipates risk. Applies
actions and expected requirements. Seeks to align to threats. Addresses any lateral thinking and identifies
outcomes. business unit activities with critical information gaps. Uses innovative solutions.
strategic priorities. knowledge of the organisation to
provide a context for others.
a. Engages others in the a. Focuses on the future and a. Understands the cultural, a. Quickly identifies
organisation’s vision and pursues strategic alignment social, historical and relationships between
encourages comment. of actions within the political factors affecting the issues, synthesises complex
business unit. organisation. information and discerns
b. Articulates the need for the key implications for the
action. b. Considers multiple b. Uses this information to organisation in the context of
perspectives when provide a context for other government priorities.
c. Establishes the strategic contemplating the impact people.
goals for the business key issues may have on the b. Anticipates problems and
unit. business unit. c. Identifies critical information takes steps to minimise or
gaps, and ensures required prevent them.
d. Communicates links c. Thinks about the future and information is obtained.
between government develops plans that balance c. Identifies and manages risk.
policy, organisational potential future needs with d. Investigates and applies
goals and the work of immediate requirements. contemporary best d. Makes clear, well-reasoned
the unit. practice approaches from and timely decisions.
d. Understands the both public and private
organisation’s direction organisations, nationally and
e. Builds a shared sense of e. Balances intuition and

purpose and direction and how the work of own internationally. intellect to form effective
by demonstrating how business area fits onto judgements.
elements of the strategy the organisation, wider e. Scans the internal and
fit together. community and whole-of- external environments and f. Applies lateral and creative
government agenda. uses resulting information thinking to generate ideas
f. Promotes the vision to adjust approach, identify and solutions.
and strategy by threats and seize emerging
communicating opportunities for the g. Works effectively in situations
expectations and organisation. of ambiguity and with issues
describing likely that cannot be immediately
outcomes and benefits. f. Draws on information and resolved.
alternative viewpoints from a
variety of sources.
g. Monitors information
channels such as the
media, the Internet and
Hansard to understand new
issues of importance to the
government.
h. Explores new ideas with an

open mind.

2. Achieves results
2.1 Builds organisational 2.3 Steers and implements

2.2 Marshals professional 2.4 Ensures closure and
capability and change and deals with
expertise delivers on intended results
responsiveness uncertainty
Investigates ways to improve Integrates professional expertise Adopts a planned approach to Drives a culture of achievement.
effectiveness by harnessing into the organisation to improve the management of programs. Ensures ideas and intended
technology and implementing overall performance and delivery Defines high-level objectives actions become reality and
continuous improvement of business outcomes. Manages and supports translation into that planned projects result
activities. Builds teams contracts judiciously. Actively implementation strategies. in expected outputs. Strives
with complementary skills ensures relevant professional Operates effectively in an for quality, and ensures
input from others is obtained and
Description
and engages in succession environment of ongoing change compliance with regulatory

planning. Responds flexibly shares own experience. and uncertainty and maintains requirements. Puts systems in
to changing circumstances, flexibility. Actively ensures place to establish and measure
deploys resources astutely stakeholders are kept informed accountabilities. Manages risks
and identifies optimum during times of change. that may impede on project
resourcing combinations. outcomes and ensures that
Creates a flexible key stakeholders are across all
environment that enables relevant issues.
others to meet changing
demands.
a. Creates a flexible a. Strikes a balance between a. Adopts a planned approach a. Commits to targets and
environment within using external expertise to the management of strives to achieve results
the business unit that and internal knowledge and programs. and encourages others to
enables people to move experience. do the same.
between projects to meet b. Develops high level plans
changing demands. b. Supplements internal that define required b. Identifies and addresses
knowledge with technical outcomes. risks that may impede
b. Builds effective teams expertise from external project completion.
with complementary providers and other c. Operates effectively in an
skills. government organisations. environment of ongoing c. Proactively escalates
change. issues that have not been
c. Attracts and recruits c. Manages contracts controlled to ensure work
talent and engages in judiciously. d. Maintains a flexible approach remains on track.
succession planning. to achieve organisational
d. Consults internal experts. objectives. d. Reports achievements to
d. Deploys resources key stakeholders, engages
Behavioural indicator
astutely. e. Taps into their technical and e. Shares appropriate them in program outcomes
professional knowledge information with stakeholders and seeks feedback.
e. Considers resource and experience to improve during times of change.
requirements, resource organisational outcomes. e. Acts to ensure work
gaps and the capability f. Anticipates likely objections is delivered to a high
of individuals to ensure f. Contributes own expertise and addresses them in a standard.
the best result. for the benefit of the timely manner.
organisation. f. Strives for high-quality
f. Challenges the status outputs throughout the
quo by looking for ways g. Encourages others to draw business unit and accepts
to improve effectiveness. upon this knowledge. accountability for achieving
agreed outcomes.
g. Harnesses the potential
of technology and g. Establishes systems to
implements continuous monitor progress against
improvement activities. objectives and ensures
that projects comply with
h. Responds flexibly and regulatory requirements.
manages resources to
meet changing demands
in the environment.

3.1 Nurtures internal and 3.2 Facilitates cooperation 3.3 Values individual 3.4 Guides, mentors and develops
external relationships and partnerships differences and diversity people
Builds and sustains Brings people together and Recognises the positive Encourages and motivates people
relationships within encourages input from key benefits that can be gained to engage in continuous learning,
the organisation, the stakeholders. Facilitates from diversity and capitalises and empowers them by delegating
Minister’s office, across the cooperation within and on these for the benefit of responsibility for work. Sets clear
public service and with a between organisations. the business unit. Harnesses performance standards and gives
Description
diverse range of external Promotes the reciprocal understanding of differences timely praise and recognition.
stakeholders. Looks for shared sharing of information to build to anticipate reactions Makes time for people and offers
agendas and uses these to knowledge. Fosters teamwork and enhance interactions. full support when required. Delivers
bring people together. Shows and rewards cooperative Recognises the different working constructive feedback and manages
a commitment to client service and collaborative behaviour. styles of individuals, and tries underperformance. Offers support in
through own actions and Resolves conflict and manages to see things from different time of high pressure and engages
those of the business unit. the sensitivities involved. perspectives. in activities to maintain morale.
a. Invests time to sustain a. Facilitates cooperation a. Discerns the differing and a. Engages in activities to maintain
and broaden networks. between organisations by preferred working styles of optimism and enthusiasm.
sharing information. individuals and uses this
b. Follows up and maintains information to enhance the b. Implements formal and informal
regular contact. b. Maintains a cross- operation of the business team-building activities.
government focus. unit.
c. Builds a diverse range c. Assists people in managing
of relationships with c. Resolves conflict using b. Recognises that others their time and emotional
key people in other appropriate strategies. have different views and response when under high
organisations, such as experience. levels of pressure.
the Minister’s office, the d. Finds solutions that
private sector, industry manage the sensitivities c. Encourages input, listens d. Makes time for people
groups and other relevant involved. and takes action to harness despite competing priorities,
stakeholder groups. the varied input for the particularly when people are
e. Fosters teamwork by benefit of the business unit. challenged or during difficult
d. Finds shared agendas working collaboratively times.
and uses these to and cooperatively. d. Tries to see things from the
bring people together other person’s perspective, e. Acts as a coach and works with
to develop mutually f. Encourages and rewards anticipates their reactions people to facilitate continuous
beneficial outcomes. those behaviours in and adopts strategies to learning.
others. address them.
e. Takes steps to ensure f. Sets stretching development

the provision of prompt, g. Brings people together e. Maintains an awareness tasks linked to individual
efficient and responsive and ensures the key of the personalities, performance and potential.
client service personally, stakeholders are involved motivations and other
and through the activities in discussions. diverse qualities of people, g. Delegates responsibility for
of the business unit. and uses this to enhance work to others with broad
interactions. parameters.
h. Seeks input and facilitates
joint ownership.
h. Motivates others to take
i. Consults and promotes ownership.
open discussion.
i. Congratulates people on
j. Shares information achievements and gives
with key stakeholders timely recognition for good
internally and externally. performance.
k. Facilitates reciprocal j. Provides clear, constructive and

sharing of information to timely feedback (both positive
build knowledge. and negative) in a manner
that encourages learning
and achieves any required
resolution.
k. Sets performance standards

and conducts regular reviews.
l. Identifies and constructively

addresses underperformance.

4.5 Demonstrates
4.1 Demonstrates public
4.2 Engages with risk and 4.3 Commits to self-awareness and a
service professionalism and 4.4 Displays resilience
shows personal courage action commitment to personal
probity
development
Adheres to and promotes Provides impartial and Commits to Persists and focuses Examines own
public service values and forthright advice. Is achieving key on achieving performance and regularly
Code of Conduct and acts prepared to make tough outcomes for the organisational seeks feedback from
with utmost integrity and corporate decisions organisation. objectives even in others. Confidently
professionalism. Encourages to achieve desired Demonstrates difficult circumstances. promotes areas of
these standards in others. outcomes. Challenges and personal drive, Monitors own strength, acknowledges
Description
Operates professionally encourages debate on focus and energy. emotional reactions development needs and
and within the boundaries difficult or controversial Galvanises others to and responds proactively identifies
of organisational processes issues. Stands by own act. Acts decisively to pressure in a related learning
and legal and public policy position and supports and initiates urgent controlled manner. opportunities to extend
constraints. Represents the others when required. action to overcome Displays a positive skills and experience.
organisation effectively in Takes responsibility for difficult problems. outlook and maintains Reflects on own behaviour
public and internal forums mistakes and learns from momentum in difficult and recognises the impact
and advocates the corporate them. Seeks guidance and situations. on others.
agenda. advice when required.
a. Leads by example and a. Makes tough corporate a. Takes the a. Sustains high a. Regularly examines
maintains high standards decisions that are in initiative and levels of effort and own behaviour and
of professionalism and the best interests of acts decisively energy following a the impact on others.
impartiality. the government even to move things setback.
when these may not forward. b. Identifies learning
b. Expects and encourages be popular. b. Maintains opportunities.
team and colleagues b. Shows drive, momentum and
to apply the same high b. Encourages and energy and continues to move c. Demonstrates
standards. contributes to debate initiative. forward. commitment to
on own ideas and the self-development,
c. Adheres to public service ideas of others. c. Gets involved c. Demonstrates proactively identifies
values and Code of and galvanises tenacity and development
Conduct and consistently c. Stands own ground others to act persists with opportunities and
behaves in an honest, and supports others to deliver key initiatives that are seeks to extend skills
ethical and professional when appropriate. results for the of benefit to the and experience.
way. organisation. organisation and/
d. Confronts difficult or or government. d. Confidently promotes
d. Treats people fairly controversial issues d. Initiates urgent areas of strength
and equitably and is directly. action and is d. Maintains an and acknowledges
transparent in dealings responsive optimistic outlook development needs.
with them. e. Is willing to make when there and focuses on

an unpopular stand are issues the positives in e. Regularly seeks
e. Makes decisions for the and clearly voice own impacting difficult situations. feedback on
corporate good without position. on the performance.
favouritism or bias. achievement of e. Monitors own
f. Provides forthright outcomes. emotional f. Translates negative
f. Places the aims of the and impartial advice reactions, feedback into actions
organisation above in a constructive remains calm for improvement.
personal ambitions. manner that facilitates and maintains
the achievement of focus when faced g. Examines own
g. Understands and government outcomes. with criticism or behaviour with
operates within legal and pressure. reference to
public policy constraints g. Takes ownership for performance.
and limitations. decisions and accepts
responsibility when h. Identifies areas
h. Professionally represents things go wrong. of strength and
the organisation in public limitation.
forums. h. Learns from mistakes.
i. Appropriately supports i. Seeks advice and

and promotes the guidance.
organisation’s agenda.
j. Admits to not always
j. Presents a united knowing the answer to
leadership voice and a question.
supports other leaders.


audience
Confidently presents messages in a clear, Seeks to understand the audience and Approaches negotiations with a strong grasp
concise and articulate manner. Focuses tailors communication style and message of the key issues. Presents a convincing and
on key points for the audience and uses accordingly. Listens carefully to others balanced rationale. Anticipates the position
appropriate, unambiguous language, and and checks to ensure their views have of the other party, and is aware of the extent
Description
explains the implications and ensures the been understood. Anticipates reactions of potential for compromise. Acknowledges
conclusion is clearly conveyed. Selects the and prepares a response to address and addresses disagreements to facilitate
most appropriate medium for conveying the audience’s concerns. Checks own mutually beneficial solutions. Engages the
information and structures written and oral understanding of others’ comments and support of credible others. Focuses on the
communication to ensure clarity. does not allow misunderstandings to linger. desired objectives and ensures negotiations
remain on track.
a. Presents key information effectively, a. Adjusts presentation style on the basis a. Ensures that negotiations remain
outlines the implications and ensures of subtle non-verbal cues. focused on the important issues.
key conclusions are conveyed.
b. Maximises personal communication b. Acknowledges differences of opinion
b. Limits the use of jargon and strengths and takes into account and addresses disagreements
abbreviations. shortcomings. objectively.
c. Explains complex information c. Focuses on gaining a clear c. Offers a convincing rationale and makes
using language appropriate for the understanding of others’ comments by a strong case, without getting personal
audience. listening, asking clarifying questions or aggressive.

and reflecting back.
d. Presents messages confidently and d. Engages credible others in supporting
selects the appropriate medium for d. Anticipates the audience’s response the position.
maximum effect. and is prepared to address their
concerns and objections. e. Anticipates other people’s likely
e. Structures messages clearly and expectations and concerns.
succinctly, both orally and in writing. e. Tailors communication style and
language according to the audience’s f. Determines the extent of potential
level of knowledge, skill and compromise for all parties.
experience.
g. Positions case in a balanced manner,
avoids overselling by acknowledging
risks and potential disadvantages.


Inspires a sense of purpose Builds organisational Nurtures internal and external Demonstrates public service Communicates clearly
and direction capability and relationships professionalism and probity Confidently presents
Champions the responsiveness Builds and sustains Adheres to and promotes messages in a clear,
organisation’s vision and Focuses on activities that relationships within the public service values and Code concise and articulate
goals and promotes a support organisational organisation, with the of Conduct and aligns business manner. Focuses on key
shared commitment to the sustainability. Nurtures talent Minister’s office, across the processes accordingly. points for the audience
strategic direction. Helps and engages in succession public service and with a Addresses breaches of and states the facts.
create organisational planning. Facilitates diverse range of external protocol and probity. Operates Structures message for
strategies that are information accessibility stakeholders. Encourages professionally and within the brevity and presents
and sharing. Looks for ways stakeholders to work together, boundaries of organisational message with precision
aligned with government
to improve effectiveness by and establishes cross-agency processes and legal and public and confidence,
objectives and likely
harnessing technology and approaches to address issues. policy constraints. Represents harnessing the most
future requirements.
implementing continuous Shows a commitment to client the organisation effectively appropriate methods
Encourages others’
improvement activities. service through own actions in public and internal forums, of communication.
input and communicates
expected outcomes from Monitors and manages and those of the organisation. and advocates the corporate Creates meaning for
organisational strategies. resourcing pressures for agenda. the audience by using
Facilitates cooperation and
optimum outcomes. Creates partnerships analogies and stories to
Focuses strategically Engages with risk and shows
a flexible environment that Consults broadly to obtain personal courage illustrate key points.
Understands the enables others to meet
organisation’s role within buy-in. Draws on the Provides impartial and Listens, understands
changing demands. knowledge of key stakeholders forthright advice. Is prepared
society and considers and adapts to audience
Marshals professional within and outside the to make tough corporate Seeks to understand
multiple perspectives
expertise organisation and facilitates decisions to achieve desired the audience and
when assessing the
Integrates professional cooperation by sharing outcomes. Clearly voices own adapts communication
ramifications of key issues
expertise into the information. Promotes opinion and challenges difficult style and message
on the organisation and
organisation to improve information exchange or controversial issues. Stands to meet their needs.
community. Provides advice
overall performance and by maintaining open by own position and supports Listens carefully to
to government that reflects
delivery of organisational communication channels. others when required. Takes others and ensures
analysis of a broad range
outcomes. Manages Personally manifests strong responsibility for mistakes their views have been
of issues and the whole- and learns from them. Seeks
contracts judiciously. Actively interpersonal relations and understood. Anticipates
of-government agenda. guidance and advice when
ensures relevant professional rewards cooperative and reactions and prepares
Considers emerging required.
input from others is obtained collaborative behaviour. a response to address
trends, identifies long-term
and shares own experience. Anticipates and resolves Commits to action the audience’s
opportunities and aligns concerns. Checks
organisational operations Steers and implements conflict. Commits to achieving key
outcomes for the organisation own understanding
with strategic priorities. change and deals with of others’ comments
Values individual differences and uses personal drive, focus
uncertainty and does not allow
Harnesses information and and diversity
Oversees the implementation and energy to enthuse others.
opportunities Capitalises on the positive misunderstandings to
of multiple change initiatives Galvanises others to act. Acts
Draws on information and benefits that can be gained linger.
with a focus on the desired decisively and initiates urgent
alternative viewpoints from diversity and harnesses action to overcome difficult
outcomes. Defines high- Negotiates persuasively
and monitors information different viewpoints. Uses problems. Approaches
level objectives and ensures
channels to understand understanding of differences negotiations with a
translation into practical Displays resilience
new issues of importance to to anticipate reactions and strong grasp of the
implementation strategies. Persists and focuses on
the government. Monitors enhance the operation of the key issues. Presents
Operates effectively in an achieving organisational
change in the environment. organisation. Recognises a convincing and
environment of ongoing objectives even in difficult
Positions the organisation the different working styles balanced rationale.
change and uncertainty and circumstances. Monitors
to seize opportunities and maintains flexibility. Actively of individuals, anticipates Focuses on the way
reactions and tries to own emotional reactions and
minimise threats. Addresses ensures stakeholders are in which the message
see things from different responds to pressure in a
any critical information kept informed during times is delivered, and
perspectives. controlled manner. Overcomes
gaps. Uses knowledge of of change. uses techniques
the organisation to tailor obstacles and rapidly recovers
Guides, mentors and from setbacks. Displays a to illustrate the
approaches to different Ensures closure and delivers
develops people positive outlook in difficult argument persuasively.
issues. on intended results
Identifies and develops situations. Anticipates the position
Drives a culture of
Shows judgement, talent. Encourages and of the other party,
achievement, and fosters Demonstrates self-awareness
intelligence and motivates people to engage and is aware of the
a quality focus in the and a commitment to personal extent of potential
commonsense in continuous learning, and
organisation. Ensures development for compromise.
Applies intellect and empowers them by delegating
ideas and intended actions Acknowledges
knowledge to weigh up responsibility for work. Sets Demonstrates a high level
become reality and that and addresses
information and identify clear performance standards of self-awareness and
planned projects result in disagreements to
critical factors and issues. and gives timely praise and acknowledges areas of both
expected outputs. Enables facilitate mutually
Demonstrates effective recognition. Makes time for strength and limitation.
the achievement of outcomes beneficial solutions.
judgement to weigh up people and offers full support Confidently promotes
by identifying and removing when required. Delivers Identifies key
options and develop realistic areas of strength and
potential barriers to success. constructive feedback and stakeholders and
solutions. Anticipates risks, proactively identifies learning
Keeps stakeholders informed manages underperformance. engages their support.
addresses them quickly and opportunities to extend skills
of progress and any issues Offers support in times of Focuses on the desired
helps others to recognise that arise. and experience. Reflects on
them. Capitalises on high pressure. Celebrates the impact of own behaviour objectives and ensures
innovative alternatives to success and engages in on others and is responsive in negotiations remain on
resolve complex problems. activities to maintain morale. track.
adjusting behaviour.

1.1 Inspires a sense of purpose 1.3 Harnesses information and 1.4 Shows judgement,
Champions the organisation’s Understands the organisation’s Draws on information and Applies intellect and knowledge
vision and goals and promotes role within society and considers alternative viewpoints to weigh up information and
a shared commitment to the multiple perspectives when and monitors information identify critical factors and
strategic direction. Helps create assessing the ramifications of channels to understand new issues. Demonstrates effective
organisational strategies that key issues on the organisation issues of importance to the judgement to weigh up options
are aligned with government and community. Provides advice government. Monitors change and develop realistic solutions.
Description
objectives and likely future to government that reflects in the environment. Positions Anticipates risks, addresses
requirements. Encourages analysis of a broad range the organisation to seize them quickly and helps others
others’ input and communicates of issues and the whole-of- opportunities and minimise to recognise them. Capitalises
expected outcomes from government agenda. Considers threats. Addresses any critical on innovative alternatives to
organisational strategies. emerging trends, identifies information gaps. Uses resolve complex problems.
long-term opportunities and knowledge of the organisation
aligns organisational operations to tailor approaches to different
with strategic priorities. issues.
a. Champions the vision and a. Positions advice to a. Understands the cultural, a. Quickly identifies
communicates the way government in a broad social, historical and relationships between
forward. context, with reference to political factors affecting issues, synthesises complex
stakeholder interests and the organisation. information and discerns
b. Encourages others’ input to the whole-of-government the key implications for the
strategic plans. agenda. b. Uses this knowledge to organisation in the context
tailor different approaches of government priorities.
c. Contributes to the b. Focuses on the future and to issues.
development of aligns business operations b. Anticipates problems and
organisational strategies with corporate strategies c. Identifies critical addresses them quickly.
that are linked with and priorities. information gaps
government objectives and and ensures required c. Develops strategies
are focused on the future. c. Considers multiple information is obtained. and thinks through
perspectives when contingencies to manage
d. Shares this vision with contemplating the impact d. Investigates and applies risk.
others. key issues may have on contemporary best
the organisation and wider practice approaches in d. Weighs up options and
e. Builds a shared sense of community. both public and private applies sound judgement to
organisations, nationally develop realistic solutions
purpose and direction by

explaining the vision—why d. Thinks conceptually about and internationally. for the organisation.
it has been developed long-term opportunities
and how elements of the and contemplates a wide e. Recognises and is sensitive e. Generates and capitalises
strategy fit together. range of strategic options in to changes in the internal on innovative solutions to
conjunction with emerging and external environments. effectively resolve complex
f. Steers the vision through trends. problems.
the organisation. f. Uses resulting information
e. Conceptualises the role of to position the organisation f. Works effectively in
g. Communicates the the organisation in society to capitalise on emerging situations of ambiguity and
parameters and and considers community opportunities and minimise with issues that cannot be
expectations surrounding expectations. threats. immediately resolved.
the strategy.
g. Draws on information and
alternative viewpoints from
a variety of sources.
h. Monitors information
channels such as the
media, the Internet and
Hansard to understand new
issues of importance to the
government.
i. Explores new ideas with an

open mind.

2. Achieves results
2.3 Steers and implements

2.1 Builds organisational 2.2 Marshals professional 2.4 Ensures closure and delivers
change and deals with
capability and responsiveness expertise on intended results
uncertainty
Focuses on activities that support Integrates professional Oversees the implementation Drives a culture of achievement,
organisational sustainability. expertise into the of multiple change initiatives and fosters a quality focus in the
Nurtures talent and engages in organisation to improve with a focus on the desired organisation. Ensures ideas and
succession planning. Facilitates overall performance and outcomes. Defines high- intended actions become reality
information accessibility delivery of organisational level objectives and ensures and that planned projects result
and sharing. Looks for ways outcomes. Manages contracts translation into practical in expected outputs. Enables
to improve effectiveness by judiciously. Actively ensures implementation strategies. the achievement of outcomes
Description
harnessing technology and relevant professional input Operates effectively in an by identifying and removing
implementing continuous from others is obtained and environment of ongoing potential barriers to success.
improvement activities. Monitors shares own experience. change and uncertainty and Keeps stakeholders informed
and manages resourcing maintains flexibility. Actively of progress and any issues that
pressures for optimum outcomes. ensures stakeholders are arise.
kept informed during times of
Creates a flexible environment change.
that enables others to meet
changing demands.
a. Creates a flexible a. Strikes a balance between a. Drives multiple change a. Commits to targets and
organisational environment using external expertise initiatives, oversees strives to achieve results and
that enables people to move and internal knowledge implementation and encourages others to do the
between projects to meet and experience. ensures that focus on end same.
changing demands. goals is maintained.
b. Supplements internal b. Identifies and seeks to
b. Attracts and recruits talent. knowledge with b. Adopts a planned remove barriers to achieving
technical expertise approach to the desired organisational
c. Engages in succession from external providers management of programs. outcomes.
planning to nurture and other government
talent and contribute to organisations. c. Develops organisational c. Adopts a ‘no surprises’
organisational sustainability. plans that define required policy and ensures that
c. Manages contracts outcomes. key stakeholders are kept

d. Monitors resourcing judiciously. appropriately informed of
pressures and implements d. Operates effectively in an progress.
strategies to ensure the best d. Consults internal experts. environment of ongoing
results are obtained for the change. d. Fosters a quality focus across
organisation. e. Taps into their technical the organisation and accepts
and professional e. Maintains a flexible accountability for achieving
e. Challenges the status quo by knowledge and approach to achieve agreed outcomes.
looking for ways to improve experience to improve organisational objectives.
effectiveness, harnesses organisational outcomes. e. Reviews the progress of key
the potential of technology f. Shares appropriate programs and stays focused
and implements continuous f. Contributes own expertise information with on achieving outcomes.
improvement activities. for the benefit of the stakeholders during times
organisation. of change.
f. Facilitates information
accessibility and sharing g. Encourages others to draw g. Anticipates likely
to create knowledge upon this knowledge. objections and addresses
management strategies. them in a timely manner.

3.1 Nurtures internal and 3.2 Facilitates cooperation and 3.3 Values individual 3.4 Guides, mentors and develops
external relationships partnerships differences and diversity people
Builds and sustains Consults broadly to obtain Capitalises on the positive Identifies and develops talent.
relationships within buy-in. Draws on the knowledge benefits that can be gained Encourages and motivates people
the organisation, the of key stakeholders within from diversity and harnesses to engage in continuous learning,
Minister’s office, across the and outside the organisation different viewpoints. Uses and empowers them by delegating
public service and with a and facilitates cooperation by understanding of differences responsibility for work. Sets clear
diverse range of external sharing information. Promotes to anticipate reactions and performance standards and gives
Description
stakeholders. Encourages information exchange by enhance the operation of the timely praise and recognition.
stakeholders to work maintaining open communication organisation. Recognises Makes time for people and offers
together, and establishes channels. Personally manifests the different working styles full support when required. Delivers
cross-agency approaches strong interpersonal relations of individuals, anticipates constructive feedback and manages
to address issues. Shows a and rewards cooperative reactions and tries to underperformance. Offers support
commitment to client service and collaborative behaviour. see things from different in times of high pressure. Celebrates
through own actions and Anticipates and resolves conflict. perspectives. success and engages in activities to
those of the organisation. maintain morale.
a. Proactively builds cross- a. Facilitates cooperation a. Discerns the differing a. Engages in activities to maintain
agency relationships. between organisations by and preferred working optimism and enthusiasm.
sharing information. styles of individuals and
b. Establishes cross-agency uses this information to b. Implements formal and informal
approaches to address b. Maintains a cross- enhance the operation team-building activities.
issues. government focus. of the organisation.
c. Assists people in managing their
c. Invests time to sustain c. Anticipates conflict and b. Capitalises on the time and emotional response
and broaden networks. uses appropriate strategies diversity present in the when under high levels of
to resolve conflict when it organisation. pressure.
d. Engages the support and arises.
allegiance of informal c. Harnesses different d. Makes time for people despite
networks in formal d. Models effective team viewpoints. competing priorities, particularly
situations. working behaviours. when people are challenged or
d. Anticipates when during difficult times.
e. Builds and sustains e. Works collaboratively and different stakeholders
a diverse range of cooperatively and rewards may clash due to e. Identifies and nurtures talent.
relationships with those behaviours in others. differing views, cultural
key people in other perspectives or drivers. f. Provides talented people with
organisations such as f. Draws on the knowledge of access to targeted and stretching
the Minister’s office, the key stakeholders within and e. Adopts strategies to development opportunities.
private sector, industry outside the organisation. address these.
groups and other g. Delegates responsibility for
relevant stakeholder g. Seeks input from the f. Maintains an awareness work appropriately and provides
groups. deputy CEO and/or CEO on of the personalities, people with opportunities to
contentious issues. motivations and other take ownership.
f. Encourages key diverse qualities of
stakeholders to work h. Consults broadly to obtain people, and uses this to h. Provides people with the
together. buy-in. enhance interactions. opportunity to build their
capability.
g. Recognises, and i. Shares information and
capitalises on, facilitates the exchange of i. Celebrates success and
opportunities for mutual information by maintaining acknowledges and rewards
benefit. open communication achievements.
channels.
h. Takes steps to ensure j. Provides clear, constructive
the provision of and timely feedback (both
prompt, efficient and positive and negative) in a
responsive client service manner that encourages learning
personally, and through and achieves any required
the activities of the resolution.
organisation.
k. Sets performance standards and


4.5 Demonstrates
4.1 Demonstrates public service 4.2 Engages with risk and 4.3 Commits to self-awareness and
4.4 Displays resilience
professionalism and probity shows personal courage action a commitment to
personal development
Adheres to and promotes public Provides impartial and Commits to Persists and focuses Demonstrates a high
service values and Code of forthright advice. Is achieving key on achieving level of self-awareness
Conduct and aligns business prepared to make tough outcomes for the organisational and acknowledges
processes accordingly. Addresses corporate decisions to organisation and objectives even in areas of both strength
breaches of protocol and achieve desired outcomes. uses personal drive, difficult circumstances. and limitation.
probity. Operates professionally Clearly voices own opinion focus and energy Monitors own Confidently promotes
Description
and within the boundaries and challenges difficult to enthuse others. emotional reactions areas of strength and
of organisational processes or controversial issues. Galvanises others to and responds proactively identifies
and legal and public policy Stands by own position act. Acts decisively to pressure in a learning opportunities
constraints. Represents the and supports others and initiates urgent controlled manner. to extend skills and
organisation effectively in when required. Takes action to overcome Overcomes obstacles experience. Reflects
public and internal forums, and responsibility for mistakes difficult problems. and rapidly recovers on the impact of own
advocates the corporate agenda. and learns from them. from setbacks. Displays behaviour on others
Seeks guidance and advice a positive outlook in and is responsive in
when required. difficult situations. adjusting behaviour.
a. Aligns business processes a. Makes tough corporate a. Takes the a. Quickly recovers a. Regularly reflects
with public service values. decisions that are in initiative and from setbacks on the impact of
the best interests of acts decisively and maintains own behaviour on
b. Leads by example and the government even to move things momentum. others to identify
maintains high standards when these may not be forward. opportunities
of professionalism and popular. b. Sustains high to increase
impartiality. b. Shows drive, levels of effort effectiveness.
b. Encourages and energy and toward the
c. Expects and encourages contributes to debate initiative. achievement of b. Adjusts behaviour
team and colleagues to apply on own ideas and the outcomes. accordingly.
the same high standards. ideas of others. c. Gets involved
d. Adheres to public service and galvanises c. Demonstrates c. Focuses on own
values and Code of Conduct c. Stands own ground others to act tenacity and development.
and consistently behaves and supports others to deliver key persists with
in an honest, ethical and when appropriate. results for the initiatives that are d. Identifies new
professional way. organisation. of benefit to the challenges
d. Confronts difficult or organisation and to extend
e. Addresses breaches of controversial issues d. Initiates urgent government. experience.
protocol and probity in an directly with others. action and is
appropriate manner. responsive d. Maintains an e. Confidently
e. Is willing to make when there optimistic outlook promotes areas

f. Treats people fairly and an unpopular stand are significant and focuses on of strength and
equitably and is transparent and clearly voice own issues to the positives in knowledge within
in dealings with them. position. address. difficult situations. limits of own
expertise.
g. Makes decisions for the e. Monitors own
corporate good without f. Provides forthright
and impartial advice emotional f. Regularly seeks
favouritism or bias. reactions,
in a constructive feedback on
manner that facilitates remains calm performance.
h. Places the aims of the
the achievement of and maintains
organisation above personal
government outcomes. focus when faced g. Translates
ambitions.
with criticism or negative feedback
i. Understands and operates g. Takes ownership for pressure. into actions for
within legal and public policy decisions and accepts improvement.
constraints and limitations. responsibility when
things go wrong. h. Examines own
j. Represents the organisation behaviour and
in public forums. h. Learns from mistakes. performance.
k. Appropriately supports and
promotes the organisation’s i. Seeks advice and i. Identifies
agenda. guidance. strengths and
development
l. Presents a united leadership j. Admits to not always needs.
voice and supports other knowing the answer to
leaders. a question.


audience
Confidently presents messages in a clear, Seeks to understand the audience and Approaches negotiations with a strong grasp
concise and articulate manner. Focuses adapts communication style and message of the key issues. Presents a convincing
on key points for the audience and states to meet their needs. Listens carefully and balanced rationale. Focuses on the
the facts. Structures message for brevity to others and ensures their views have way in which the message is delivered, and
and presents message with precision been understood. Anticipates reactions uses techniques to illustrate the argument
Description
and confidence, harnessing the most and prepares a response to address persuasively. Anticipates the position of
appropriate methods of communication. the audience’s concerns. Checks own the other party, and is aware of the extent
Creates meaning for the audience by using understanding of others’ comments and of potential for compromise. Acknowledges
analogies and stories to illustrate key does not allow misunderstandings to linger. and addresses disagreements to facilitate
points. mutually beneficial solutions. Identifies key
stakeholders and engages their support.
Focuses on the desired objectives and
ensures negotiations remain on track.
a. Engages the audience, using a. Adjusts presentation style on the basis a. Pitches messages in a way that
anecdotes and analogies to illustrate of subtle non-verbal cues. facilitates the desired outcomes.
key points and bring messages to life.
b. Maximises personal communication b. Uses techniques to illustrate the
b. Presents key information effectively, strengths and takes into account argument persuasively.
outlines the implications and ensures shortcomings.
key conclusions are conveyed. c. Ensures that negotiations remain
c. Focuses on gaining a clear focused on the important issues.
c. Limits the use of jargon and understanding of others’ comments by
abbreviations. listening, asking clarifying questions d. Acknowledges differences of opinion
and reflecting back. and addresses disagreements
d. Explains complex information objectively.
using language appropriate for the d. Anticipates the likely reaction of the
audience. audience to a message and adjusts e. Offers a convincing rationale and makes
approach to gain maximum impact. a strong case without getting personal
e. Presents messages with precision or aggressive.
and confidence and selects the e. Tailors communication style and
appropriate medium for maximum language according to the audience’s f. Identifies key stakeholders and seeks
effect. level of knowledge, skill and their support early in the negotiation.
experience.
f. Structures messages clearly and g. Analyses other people’s agendas and
succinctly, both orally and in writing. identifies potential ‘weak spots’.
h. Determines the extent of potential

compromise for all parties.
i. Positions case by clearly highlighting

its merit.
j. Avoids overselling by acknowledging



Inspires a sense of purpose Builds organisational Nurtures internal and external Demonstrates public service Communicates clearly
and direction capability and relationships professionalism and probity Confidently presents
Champions the responsiveness Builds and sustains Adheres to and promotes messages in a
organisation’s vision and Focuses on activities that relationships that provide public service values and clear and articulate
goals and unifies business support organisational a rich intelligence network. Code of Conduct and aligns manner. Focuses on
units with the strategic sustainability. Nurtures Establishes an effective business processes accordingly. key points for the
direction. Helps create talent and engages in working relationship with Addresses breaches of audience and selects
organisational strategies succession planning. the Minister. Encourages protocol and probity. Operates the most appropriate
that are aligned with Facilitates information stakeholders to work together, professionally and within the medium for conveying
government objectives and accessibility and sharing. and establishes cross-agency boundaries of organisational information. States
likely future requirements. Seeks operational efficiency approaches to address processes and legal and public the facts and uses
Encourages others’ input and streamlines and adapts issues. Shows a commitment policy constraints. Represents straightforward
and communicates expected processes. Investigates ways to client service through own the organisation effectively language to aid
outcomes from organisational to improve effectiveness by actions and those of the in public and internal forums, transparency. Creates
strategies. harnessing technology and organisation. and advocates the corporate meaning for the
implementing continuous agenda. audience by using
Focuses strategically improvement activities. Facilitates cooperation and analogies and stories
Understands the Engages in flexible resource partnerships Engages with risk and shows to illustrate key points.
organisation’s current management and looks Consults broadly to obtain personal courage
and potential future role beyond the organisation’s buy-in, recognises when input Acts as a role model for Listens, understands
within society. Considers boundaries to achieve is required. Communicates the leadership courage by and adapts to audience
multiple perspectives when the optimum resourcing importance of consultation consistently raising critical Seeks to understand
assessing the ramifications combination. with stakeholders to others. and difficult issues. Provides the audience and reads
of key issues and develops Overcomes organisational impartial and forthright advice. their nonverbal cues.
solutions with long-term Marshals professional silos by facilitating Is prepared to make tough Adapts communication
viability for the organisation expertise cooperation between corporate decisions to achieve style and message
and society. Provides advice Integrates professional organisations. Engages the desired outcomes. Accepts to meet their needs.
to government that reflects expertise into the Minister’s office on key issues. accountability for mistakes Listens carefully to
analysis of a broad range of organisation to improve Personally manifests strong made in the organisation and others and ensures
issues. Considers emerging overall performance and interpersonal relations and ensures corrective action is their views have
trends, identifies long-term delivery of organisational rewards cooperative and taken. Seeks guidance and been understood.
opportunities and balances outcomes. Manages collaborative behaviour. advice when required. Anticipates reactions
organisational requirements contracts judiciously. Anticipates and resolves and prepares a
with desired whole-of- Actively ensures relevant conflict. Commits to action response to address
government outcomes. professional input from Acts decisively to ensure the audience’s
others is obtained and Values individual differences strategies are implemented concerns. Checks
Harnesses information and shares own experience. and diversity and issues are addressed. own understanding
opportunities Communicates the value of Demonstrates personal drive, of others’ comments
Draws on information and Steers and implements harnessing diversity for the focus and energy. Galvanises and does not allow
alternative viewpoints change and deals with organisation. Capitalises others to act. Commits to misunderstandings to
and monitors information uncertainty on the positive benefits getting the job done. Maintains linger.
channels to understand new Drives the change agenda, that can be gained from control and initiates urgent
issues of importance to the defines high-level objectives diversity and harnesses action to resolve issues when Negotiates
government. Monitors change and ensures translation into different viewpoints. Uses required. persuasively
in the environment. Positions practical implementation understanding of differences Approaches
the organisation to seize strategies. Coordinates to anticipate reactions and Displays resilience negotiations with a
opportunities and minimise projects across multiple enhance the operation of Persists and focuses on strong grasp of the
threats. Addresses any critical agencies. Recognises the the organisation. Recognises achieving organisational key issues. Presents
information gaps. Uses constant nature of change the different working styles objectives throughout periods a convincing and
knowledge of the organisation and maintains flexibility. of individuals, anticipates of extreme pressure. Monitors balanced rationale.
to tailor approaches to Secures stakeholder reactions and tries to own emotional reactions and Focuses on the way
different issues. Recognises commitment to change see things from different responds to pressure in a in which the message
the opportunities offered and maintains open perspectives. controlled manner. Retains is delivered, and
through whole-of-government communication channels focus on the end goal and uses techniques
approaches and seeks to during the change process. Guides, mentors and overcomes significant barriers to illustrate the
realise them. develops people and obstacles. Rapidly recovers argument persuasively.
Ensures closure and delivers Identifies and develops from setbacks. Displays a Anticipates the
Shows judgement, on intended results talent. Encourages and positive outlook in difficult position of the other
intelligence and Drives a culture of motivates people to engage situations. party, and is aware of
commonsense achievement, and fosters in continuous learning, and the extent of potential
Engages in high-level critical a quality focus in the empowers them by delegating Demonstrates self-awareness
and a commitment to personal for compromise.
thinking to identify links and organisation. Ensures responsibility for work. Sets Acknowledges
discern the critical issues. ideas and intended actions clear performance standards development
Demonstrates a high level and addresses
Identifies the implications become reality and that and gives timely praise and disagreements to
for the organisation and planned projects result recognition. Makes time for of self-awareness and acts
as a role model by openly facilitate mutually
applies effective judgement to in expected outputs. people and offers full support beneficial solutions.
develop solutions. Anticipates Enables the achievement when required. Delivers communicating strengths and
development needs. Uses self- Identifies key
long-term and strategic of outcomes by identifying constructive feedback and stakeholders and
risks, addresses them and removing potential manages underperformance. insight to identify areas in which
own capabilities complement engages their support.
quickly and helps others to barriers to success. Keeps Offers support in time of high Focuses on the desired
recognise them. Capitalises stakeholders informed of pressure. Celebrates success other people’s. Is open to
feedback and is responsive in objectives and ensures
on innovative alternatives to progress and any issues that and engages in activities to negotiations remain
resolve complex problems. arise. maintain morale. adjusting behaviour. Strives for
continual learning. on track.

1.4 Shows judgement,

1.1 Inspires a sense of 1.3 Harnesses information and
1.2 Focuses strategically intelligence and
purpose and direction opportunities
commonsense
Champions the Understands the organisation’s Draws on information and alternative Engages in high-level critical
organisation’s vision and current and potential future role viewpoints and monitors information thinking to identify links and
goals and unifies business within society. Considers multiple channels to understand new issues discern the critical issues.
units with the strategic perspectives when assessing the of importance to the government. Identifies the implications
direction. Helps create ramifications of key issues and Monitors change in the environment. for the organisation and
organisational strategies develops solutions with long- Positions the organisation to seize applies effective judgement
Description
that are aligned with term viability for the organisation opportunities and minimise threats. to develop solutions.
government objectives and and society. Provides advice to Addresses any critical information Anticipates long-term and
likely future requirements. government that reflects analysis of gaps. Uses knowledge of the strategic risks, addresses
Encourages others’ a broad range of issues. Considers organisation to tailor approaches them quickly and helps
input and communicates emerging trends, identifies long- to different issues. Recognises the others to recognise them.
expected outcomes from term opportunities and balances opportunities offered through whole- Capitalises on innovative
organisational strategies. organisational requirements with of-government approaches and seeks alternatives to resolve
desired whole-of-government to realise them. complex problems.
outcomes.
a. Champions the vision a. Applies a broad view that a. Recognises the opportunities a. Engages in high-level
and communicates the balances organisational available through whole-of- critical thinking to
way forward. requirements with desired government and seeks to realise identify the links and
whole-of-government outcomes. them. connections between
b. Encourages others’ complex issues.
input to strategic b. Positions advice to government b. Understands the cultural, social,
plans. in a broad context, with historical and political factors b. Discerns the key
reference to stakeholder affecting the organisation. implications for the
c. Contributes to interests and the whole-of- organisation.
the development government agenda. c. Uses this knowledge to tailor
of organisational different approaches to issues. c. Anticipates problems
strategies that are c. Focuses on the future and seeks and addresses them
linked with government to improve the organisation’s d. Identifies critical information quickly.
objectives and are ongoing capacity to deliver gaps and ensures required
focused on the future. outcomes for society. information is obtained. d. Develops strategies
and thinks through
d. Cascades this d. Considers multiple perspectives e. Investigates and applies contingencies to manage
vision through the when contemplating the impact contemporary best practice long term and strategic
organisation. of key issues and develops approaches in both public and risks.
solutions with consideration of private organisations, nationally

e. Builds a sense of their long term viability for the and internationally. e. Weighs up options
shared purpose and organisation and community. and applies sound
direction by actively f. Recognises and is sensitive judgement to develop
promoting the vision e. Thinks conceptually about to changes in the internal and realistic solutions for the
and creating alignment long term opportunities and external environments. organisation.
between organisational contemplates a wide range of
units and strategy. strategic options in conjunction g. Uses resulting information f. Generates innovative
with emerging trends. to position the organisation solutions to effectively
f. Steers the vision to capitalise on emerging resolve complex
through the f. Conceptualises the role of opportunities and minimise problems that may not
organisation. the organisation in society threats. have been experienced
and considers community previously.
g. Communicates expectations. h. Draws on information and
the parameters alternative viewpoints from a g. Works effectively in
and expectations variety of sources. situations of ambiguity
surrounding the and with issues that
strategy. i. Monitors information channels cannot be immediately
such as the media, the Internet resolved.
and Hansard to understand
new issues of importance to the
government.
j. Explores new ideas with an open

mind.

2. Achieves results
2.1 Builds organisational 2.2 Marshals professional 2.3 Steers and implements change 2.4 Ensures closure and
capability and responsiveness expertise and deals with uncertainty delivers on intended results
Focuses on activities that Integrates professional Drives the change agenda, Drives a culture of achievement,
support organisational expertise into the defines high-level objectives and and fosters a quality focus in the
sustainability. Nurtures talent organisation to improve ensures translation into practical organisation. Ensures ideas and
and engages in succession overall performance and implementation strategies. intended actions become reality
planning. Facilitates information delivery of organisational Coordinates projects across and that planned projects result
accessibility and sharing. outcomes. Manages multiple agencies. Recognises in expected outputs. Enables
Seeks operational efficiency contracts judiciously. Actively the constant nature of change the achievement of outcomes
Description
and streamlines and adapts ensures relevant professional and maintains flexibility. Secures by identifying and removing
processes. Investigates ways input from others is obtained stakeholder commitment to potential barriers to success.
to improve effectiveness by and shares own experience. change and maintains open Keeps stakeholders informed
harnessing technology and communication channels during of progress and any issues that
implementing continuous the change process. arise.
improvement activities.
Engages in flexible resource
management and looks beyond
the organisation’s boundaries to
achieve the optimum resourcing
combination.
a. Implements strategies a. Strikes a balance a. Coordinates projects across a. Commits to targets and
to achieve operational between utilising multiple organisations. strives to achieve results.
efficiencies. external expertise and
internal knowledge and b. Drives the change agenda and b. Encourages others to do the
b. Integrates and streamlines experience. creates an organisation that same.
processes to maximise can shift focus quickly.
effectiveness. b. Supplements internal c. Identifies and seeks to
knowledge with c. Adopts a planned approach to remove barriers to achieving
c. Attracts and recruits talent. technical expertise the management of programs. desired organisational
from external providers outcomes.
d. Engages in succession and other government d. Develops organisational plans
planning to nurture organisations. that define required outcomes. d. Adopts a ‘no surprises’
talent and contribute policy and keeps key
to organisational c. Manages contracts e. Accepts and embraces the stakeholders appropriately
sustainability. judiciously. ongoing nature of change. informed of progress.
e. Engages in flexible resource d. Consults internal and f. Maintains a flexible approach e. Fosters a quality focus
management. external experts. to achieve organisational across the organisation and
objectives. accepts accountability for
f. Looks beyond the e. Taps into their technical achieving agreed outcomes.
organisation’s boundaries and professional g. Identifies key stakeholders
to identify optimum knowledge and and seeks their commitment to f. Reviews the progress of key
resourcing combinations. experience to improve change. programs and stays focused
organisational outcomes. on achieving outcomes.
g. Challenges the status quo h. Shares relevant information to
by looking for ways to f. Contributes own facilitate an effective change
improve effectiveness. expertise for the benefit process.
of the organisation
h. Harnesses the potential of and encourages others
technology and implements to draw upon this
continuous improvement knowledge.
activities.
i. Facilitates information
accessibility and sharing
to create knowledge
management strategies.

3.1 Nurtures internal and 3.2 Facilitates cooperation and 3.3 Values individual 3.4 Guides, mentors and develops
external relationships partnerships differences and diversity people
Builds and sustains Consults broadly to obtain Communicates the value of Identifies and develops talent.
relationships that provide buy-in, recognises when input harnessing diversity for the Encourages and motivates people
a rich intelligence network. is required. Communicates the organisation. Capitalises on to engage in continuous learning,
Establishes an effective importance of consultation the positive benefits that and empowers them by delegating
working relationship with with stakeholders to others. can be gained from diversity responsibility for work. Sets clear
the Minister. Encourages Overcomes organisational and harnesses different performance standards and gives
Description
stakeholders to work silos by facilitating cooperation viewpoints. Uses understanding timely praise and recognition.
together, and establishes between organisations. Engages of differences to anticipate Makes time for people and offers
cross-agency approaches the Minister’s office on key reactions and enhance the full support when required. Delivers
to address issues. Shows a issues. Personally manifests operation of the organisation. constructive feedback and manages
commitment to client service strong interpersonal relations Recognises the different working underperformance. Offers support
through own actions and and rewards cooperative styles of individuals, anticipates in time of high pressure. Celebrates
those of the organisation. and collaborative behaviour. reactions and tries to see things success and engages in activities to
Anticipates and resolves from different perspectives. maintain morale.
conflict.
a. Proactively builds cross- a. Communicates the a. Acts as a positive role a. Engages in activities to
agency relationships. importance of consulting model by proactively maintain optimism and
with key stakeholders and communicating the enthusiasm.
b. Establishes cross-agency recognises when input is value and importance of
approaches to address required. capitalising on diversity for b. Implements formal and informal
issues. the organisation. team-building activities.
b. Overcomes organisational
silos. b. Discerns the differing and c. Assists people in managing
c. Establishes and sustains their time and emotional
relationships that deliver preferred working styles of
individuals and uses this response when under high
an intelligence network. c. Facilitates cooperation levels of pressure.
between organisations by information to enhance
d. Builds effective working sharing information. the operation of the
d. Makes time for people
relationships with organisation.
despite competing priorities,
Ministers and seeks to d. Anticipates conflict and particularly when people are
understand their needs uses appropriate strategies c. Capitalises on the diversity challenged or during difficult
and expectations. to resolve conflict when it present in the organisation. times.
arises.
e. Encourages key d. Harnesses different e. Identifies and nurtures talent.
stakeholders to work e. Bridges differences in viewpoints.
together. understanding between key f. Provides talented people
with access to targeted and
stakeholders. e. Anticipates when different

stakeholders may clash due stretching development
f. Recognises and
to differing views, cultural opportunities.
capitalises on f. Models effective team
opportunities for mutual working behaviours. perspectives or drivers.
g. Delegates responsibility
benefit. for work appropriately
g. Works collaboratively and f. Adopts strategies to and provides people with
g. Takes steps to ensure cooperatively and rewards address these. opportunities to take
the provision of those behaviours in others. ownership.
prompt, efficient and g. Maintains an awareness
responsive client service h. Engages the Minister’s of the personalities, h. Provides people with the
personally, and through office on key issues. motivations and other opportunity to build their
the activities of the diverse qualities of people capability.
organisation. i. Facilitates others’ and uses this to enhance
relationships with the interactions. i. Celebrates success and
Minister. acknowledges and rewards
achievements.
j. Consults broadly to obtain j. Provides clear, constructive and
buy-in. timely feedback (both positive
and negative) in a manner
k. Shares information and that encourages learning
facilitates the exchange of and achieves any required
information by maintaining resolution.
open communication
channels. k. Sets performance standards
and conducts regular reviews.


4.5 Demonstrates
4.1 Demonstrates public
4.2 Engages with risk and 4.3 Commits to self-awareness and
service professionalism and 4.4 Displays resilience
shows personal courage action a commitment to
probity
personal development
Adheres to and promotes Acts as a role model Acts decisively to Persists and focuses on Demonstrates a
public service values for leadership courage ensure strategies are achieving organisational high level of self-
and Code of Conduct and by consistently raising implemented and objectives throughout awareness and acts
aligns business processes critical and difficult issues are addressed. periods of extreme as a role model by
accordingly. Addresses issues. Provides impartial Demonstrates pressure. Monitors own openly communicating
breaches of protocol and forthright advice. Is personal drive, emotional reactions and strengths and
Description
and probity. Operates prepared to make tough focus and energy. responds to pressure development needs.
professionally and within the corporate decisions to Galvanises others in a controlled manner. Uses self-insight to
boundaries of organisational achieve desired outcomes. to act. Commits to Retains focus on the end identify areas in which
processes and legal and public Accepts accountability getting the job done. goal and overcomes own capabilities
policy constraints. Represents for mistakes made in the Maintains control and significant barriers complement other
the organisation effectively organisation and ensures initiates urgent action and obstacles. Rapidly people’s. Is open
in public and internal forums corrective action is taken. to resolve issues recovers from setbacks. to feedback and is
and advocates the corporate Seeks guidance and advice when required. Displays a positive responsive in adjusting
agenda. when required. outlook in difficult behaviour. Strives for
situations. continual learning.
a. Aligns business processes a. Acts as a role model for a. Strives to achieve a. Quickly recovers a. Capitalises on the
with public service values. leadership courage by targets and from setbacks varying strengths
adopting a principled maintains focus and maintains of individuals,
b. Leads by example and stance on important on long-term momentum. identifies areas
maintains high standards issues. outcomes. in which own
of professionalism and b. Sustains high levels strengths and
impartiality. b. Makes tough corporate b. Does not give of effort toward the weaknesses
decisions that are in up and modifies achievement of complement those
c. Expects and encourages the best interests of approach outcomes. of colleagues, and
team and colleagues the government even to achieve adjusts behaviours
to apply the same high when these may not be targets for the to capitalise on
standards. popular. c. Demonstrates
organisation. these.
tenacity and
d. Adheres to public service c. Encourages and persists with
c. Is prepared initiatives. b. Strives for
values and Code of contributes to debate continual learning.
Conduct and consistently on own ideas and to commit to
behaves in an honest, the ideas of others, a decision d. Copes with
ethical and professional stands own ground and without all of the extreme and c. Identifies new
way; addresses breaches supports others when information. changing demands challenges to
of protocol and probity in appropriate. from numerous extend experience.
an appropriate manner. d. Takes stakeholders and
d. Confronts difficult responsibility for maintains focus on d. Acts as a role
e. Treats people fairly issues and challenges issues that are objectives. model to create
and equitably and is the position of others, escalated. an environment
transparent in dealings including the Minister e. Maintains an where individuals
with them. when appropriate. e. Shows drive, optimistic outlook openly discuss
energy and and focuses on the their strengths
f. Makes decisions for the e. Engages in constructive initiative. positives in difficult and development
corporate good without debate to address the situations. needs.
favouritism or bias. issues.
f. Gets involved and
galvanises others f. Stays in control e. Regularly seeks
g. Places the aims of the f. Provides forthright feedback on
organisation above and impartial advice to act to deliver of emotions and
key results for the does not react performance.
personal ambitions. in a constructive
manner that facilitates organisation. negatively to stress
h. Understands and operates the achievement of or pressure. f. Translates
within legal and public government outcomes. g. Maintains control negative feedback
policy constraints and and initiates g. Remains relaxed, into actions for
limitations. g. Takes ownership for urgent action composed and improvement.
decisions and accepts and is responsive focused during a
i. Professionally represents responsibility when when there are crisis. g. Displays self-
the organisation in public things go wrong. significant issues insight and is
forums. to address. highly aware of
h. Learns from mistakes. own strengths and
j. Appropriately supports limitations.
and promotes the i. Seeks advice and
organisation’s agenda. guidance.
k. Presents a united j. Admits to not always

leadership voice and knowing the answer to
supports other leaders. a question.


audience
Confidently presents messages in a Seeks to understand the audience and reads Approaches negotiations with a strong
clear and articulate manner. Focuses their nonverbal cues. Adapts communication grasp of the key issues. Presents a
on key points for the audience and style and message to meet their needs. convincing and balanced rationale.
selects the most appropriate medium for Listens carefully to others and ensures their Focuses on the way in which the message
conveying information. States the facts views have been understood. Anticipates is delivered and uses techniques to
and uses straightforward language to aid reactions and prepares a response to illustrate the argument persuasively.
Description
transparency. Creates meaning for the address the audience’s concerns. Checks Anticipates the position of the other party
audience by using analogies and stories to own understanding of others’ comments and and is aware of the extent of potential
illustrate key points. does not allow misunderstandings to linger. for compromise. Acknowledges and
addresses disagreements to facilitate
mutually beneficial solutions. Identifies key
stakeholders and engages their support.
Focuses on the desired objectives and
ensures negotiations remain on track.
a. Engages the audience, using a. Adjusts presentation style on the basis a. Pitches messages in a way that
anecdotes and analogies to illustrate of subtle non-verbal cues. facilitates the desired outcomes.
key points and bring messages to life.
b. Maximises personal communication b. Uses techniques to illustrate the
b. States the facts clearly, outlines strengths and takes into account argument persuasively.
the implications and ensures key shortcomings.
conclusions are conveyed. c. Senses when negotiations are stalling,
c. Focuses on gaining a clear and takes proactive action to ensure
c. Limits the use of jargon and understanding of others’ comments by effective resolution.
abbreviations. listening, asking clarifying questions
and reflecting back. d. Acknowledges differences of opinion
d. Explains complex information using and addresses disagreements
language appropriate for the audience. d. Anticipates the likely reaction of the objectively.
audience to a message and adjusts

e. Presents messages confidently and approach to gain maximum impact. e. Offers a convincing rationale and makes
selects the appropriate medium for a strong case without getting personal
maximum effect. e. Tailors communication style and or aggressive.
f. Structures messages clearly and level of knowledge, skill and experience. f. Identifies key stakeholders and seeks
succinctly, both orally and in writing. their support early in the negotiation.
g. Analyses other people’s agendas and

identifies potential ‘weak spots’.
h. Determines the extent of potential

compromise for all parties.
i. Positions case by clearly highlighting

its merit.
j. Avoids overselling by acknowledging


Section 3: Individual Profiles CLF CES
All capabilities and components for CES
Shapes strategic Cultivates productive Exemplifies personal Communicates with

Achieves results
thinking working relationships drive and integrity influence
Inspires a sense of Builds organisational Nurtures internal and Demonstrates public Communicates clearly
purpose and direction capability and responsiveness external relationships service professionalism Adapts approach
Drives the organisation’s Drives activities that support Builds and sustains and probity to audiences to
vision and long-term organisational sustainability, relationships within Displays personal optimise impact
direction. Strategises to operational efficiency the organisation, with commitment to the and understanding.
achieve government and and flexible resource the Minister, across purpose and philosophy Communicates in a way
agency objectives. Creates management. Engenders a the public service and of the public service. that engages, persuades
and sustains a sense culture of accountability and with a diverse range of Exhibits high levels of and impresses a wide
of shared purpose and transparency. Uses workforce external stakeholders. ethics and probity. Openly range of internal and
direction. planning to develop and Seeks to understand their challenges personal and external audiences.
maintain the capability and needs and expectations. organisational breaches Clearly communicates
Focuses strategically
capacity to deliver services Identifies and manages of values and standards. the big picture to a broad
Understands the
effectively. Fosters a culture of critical relationships to Presents a united audience. Clarifies and
organisation’s role within
sharing knowledge across the ensure departmental leadership voice and effectively communicates
society and considers
organisation and with partner objectives and supports other leaders. broad and highly complex
multiple perspectives
organisations. Promotes deliverables are enhanced. issues to a wide range of
when assessing the
and supports continuous Shows a commitment to Engages with risk and audiences. Ensures that
ramifications of key issues
and effective learning and client service through own shows personal courage open communication is
on the organisation and
community. Provides
development. actions and those of the Provides impartial and operating through the
advice to government organisation. forthright advice. Is organisation.
that reflects analysis Marshals professional prepared to make tough
of a broad range of expertise Facilitates cooperation and corporate decisions Listens, understands and
issues and the whole- Optimises professional partnerships to achieve desired adapts to audience
of-government agenda. expertise within and into Drives a culture outcomes. Accepts Quickly and easily reads
Considers emerging the organisation to improve of collaboration accountability for the environment and cues
trends, identifies long- overall performance and and participation. mistakes made in the from others to assess
term opportunities and delivery of organisational Communicates the organisation and ensures when and how to change
risks. Negotiates and outcomes. Explores innovative importance of consultation corrective action is taken. planned approaches.
drives change to position approaches to ensure value and engagement with Uses a variety of
the organisation for the for money in service delivery. stakeholders. Facilitates Commits to action influencing approaches
future. Ensures comprehensive cooperation between units Creates a sense tailored to different
analysis and informed decision within the organisation. of urgency around clients, stakeholders
Harnesses information making regarding options for Sets high personal and stakeholder groups.
the achievement of
and opportunities resource allocation. standards of cooperative Displays empathy and
Draws on information key outcomes. Acts
and collaborative decisively to create and listens carefully to others
and alternative points of behaviour.
Steers and implements change exploit opportunities. and checks to ensure
view. Utilises information
and deals with uncertainty Demonstrates personal their views have been
channels to disseminate
Drives the change agenda and Values individual drive, focus and energy. understood.
information and engage
audiences on critical demonstrates understanding differences and diversity Takes responsibility and
issues. Anticipates and of the complex range of factors Drives a culture that initiates timely action to Negotiates persuasively
addresses change in the which effect change. Leads values diversity and resolve issues. Supports Approaches negotiations
environment. Addresses projects across multiple inclusiveness. Recognises, others to take initiative with a strong grasp of the
any critical information agencies. Openly questions responds and capitalises and get the job done. key issues. Anticipates,
gaps. Uses knowledge of established approaches and on diverse backgrounds, acknowledges and
the whole-of-government conventional wisdom and acts ideas and behaviours. Displays resilience addresses disagreements
and organisation to drive on opportunities for change. Anticipates reactions and Persists and focuses on to facilitate mutually
different approaches Ensures systems are in place tries to see things from achieving organisational beneficial solutions.
to complex and chronic to support staff in adjusting to different perspectives. objectives under Demonstrates long-term,
issues. change. consistent pressure. complex and multi-
Guides, mentors and phased plans to influence
Shows judgement, Ensures closure and delivers develops people others. Focuses on the
intelligence and Demonstrates self-
on intended results Develops agency’s awareness and a desired objectives and
commonsense ensures negotiations
Drives a culture of workforce capability to commitment to personal
Demonstrates remain on track.
achievement and creates meet needs. Encourages development
a sophisticated
a sense of urgency and and motivates people Models the effective
understanding of political,
commitment to action related to engage in continuous management of own
social and economic
to achieving outcomes. learning and empowers personal and professional
factors affecting the
Demonstrates a drive to them by delegating development. Uses
organisation. Anticipates
achieve beyond expectations. responsibility. Establishes self-insight to identify
implications and applies
Optimises achieving outcomes and maintains a strengths and areas for
effective judgement to
by anticipating and removing performance culture and development. Is open
develop solutions. Drives
barriers to success. Keeps gives regular feedback and to feedback and is
innovative alternatives to
stakeholders informed of recognition. Celebrates responsive in adjusting
resolve complex problems
and capitalises on them.
progress and any issues that success and engages behaviour. Continues
Manages urgent demands arise. in activities to maintain to learn and improve
with measured and morale. effectiveness.
reasoned responses.

1.1 Inspires a sense of purpose 1.3 Harnesses information and 1.4 Shows judgement,
Drives the organisation’s Understands the organisation’s Draws on information and Demonstrates a sophisticated
vision and long-term direction. role within society and considers alternative points of view. understanding of political,
Strategises to achieve multiple perspectives when Utilises information channels social and economic factors
government and agency assessing the ramifications of to disseminate information affecting the organisation.
objectives. Creates and sustains key issues on the organisation and engage audiences on Anticipates implications and
a sense of shared purpose and and community. Provides advice critical issues. Anticipates applies effective judgement
Description
direction. to government that reflects and addresses change in the to develop solutions. Drives
analysis of a broad range environment. Addresses any innovative alternatives to
of issues and the whole-of- critical information gaps. Uses resolve complex problems and
government agenda. Considers knowledge of the whole-of- capitalises on them. Manages
emerging trends and identifies government and organisation urgent demands with measured
long-term opportunities to drive different approaches to and reasoned responses.
and risks. Negotiates and complex and chronic issues.
drives change to position the
organisation for the future.
a. Conceptualises, a. Positions advice to a. Understands the economic, a. Quickly identifies

communicates and government in a broad social, historical and relationships between
champions the vision. context with reference to political factors affecting the issues, synthesises complex
stakeholder interests and organisation and uses this information and discerns
b. Leverages stakeholders the whole-of-government knowledge to tailor different the key implications for the
commitment to strategic agenda. approaches to issues. organisation in the context
plans and directions. of government priorities.
b. Focuses on the future and b. Identifies critical
c. Ensures organisational aligns business operations information gaps b. Anticipates problems and
strategies link with with corporate priorities and ensures required addresses them quickly.
government objectives and whole-of-government information is obtained.
and cascade through the outcomes. c. Develops strategies
organisation. c. Recognises and is sensitive and thinks through

c. Thinks conceptually about to changes in the internal contingencies to manage
d. Translates the vision into long-term opportunities and and external environments. risk.
meaningful performance risks.
expectations for internal d. Uses information to d. Weighs up options and
and external audiences. d. Considers strategic position the organisation applies sound judgement to
options in conjunction to capitalise on emerging develop realistic solutions
e. Requires demonstrated with emerging trends and opportunities and minimise for the organisation.
adherence to agency and community expectations. threats.
whole-of-government e. Generates and capitalises
strategic directions. e. Draws on information, latest on innovative solutions to
research and alternative effectively resolve complex
viewpoints to understand problems.
the impact of organisational
policy and decisions. f. Works effectively in
situations of ambiguity and
f. Explores new ideas with an with issues that cannot be
open mind. immediately resolved.

2. Achieves Results
2.1 Builds organisational 2.2 Marshals professional 2.3 Steers and implements 2.4 Ensures closure and
capability and responsiveness expertise change and deals with delivers on intended results
uncertainty
Drives activities that support Optimises professional Drives the change agenda, and Drives a culture of achievement
organisational sustainability, expertise within and into the demonstrates understanding and creates a sense of urgency
operational efficiency organisation to improve overall of the complex range of factors and commitment to action
and flexible resource performance and delivery which effect change. Leads related to achieving outcomes.
management. Engenders a of organisational outcomes. projects across multiple Demonstrates a drive to
culture of accountability and Explores innovative approaches agencies. Openly questions achieve beyond expectations.
transparency. Uses workforce to ensure value for money established approaches and Optimises achieving outcomes
Description
planning to develop and in service delivery. Ensures conventional wisdom and acts by anticipating and removing
maintain the capability and comprehensive analysis and on opportunities for change. barriers to success. Keeps
capacity to deliver services informed decision making Ensures systems are in place stakeholders informed of
effectively. Fosters a culture regarding options for resource to support staff in adjusting to progress and any issues that
of sharing knowledge across allocation. change. arise.
the organisation and with
partner organisations. Promotes
and supports continuous
and effective learning and
development.
a. Creates a flexible a. Makes appropriate use a. Drives multiple change a. Commits to targets, strives
organisational environment of external expertise and initiatives, oversees to achieve results and
that enables optimal internal knowledge and implementation and expects others to do the
allocation and deployment experience to maintain focuses on desired same.
of resources. depth and breadth of outcomes.
required skill sets. b. Identifies and removes
b. Attracts and develops b. Challenges the status quo barriers to achieving
talent. b. Uses internal and external to improve effectiveness. desired outcomes.
experts to strengthen
c. Monitors resourcing governance, probity and c. Operates effectively in an c. Adopts a systematic
pressures and implements transparency. environment of ongoing approach to the
strategies to maximise change and manages the management of multiple
outcomes. c. Uses professional standing level of change occurring at programs.
to support others to any one time.

d. Harnesses and encourages take calculated risks to d. Adopts a ‘no surprises’
innovation. improve organisational d. Assesses the level and use policy that keeps
performance. of flexible approaches to stakeholders informed of
e. Implements performance enable the achievement of progress.
management and d. Encourages and values organisational objectives.
accountability frameworks knowledge and expertise of e. Fosters a quality focus
throughout the staff and stakeholders and e. Shares appropriate across the organisation
organisation. their contribution to robust information with and accepts accountability
debate. stakeholders during times for achieving agreed
f. Ensures the organisation of change. outcomes.
has integrated, reliable
information and knowledge f. Anticipates responses and f. Fosters a culture of regular
management systems to addresses them in a timely evaluation and promotes
support decisions. manner. findings to improve
practices.
g. Implements reporting
systems to measure and
analyse programs against
outcomes.

3.1 Nurtures internal and 3.2 Facilitates cooperation and 3.3 Values individual differences 3.4 Guides, mentors and
external relationships partnerships and diversity develops people
Builds and sustains Drives a culture of Drives a culture that values Develops agency’s workforce
relationships within collaboration and participation. diversity and inclusiveness. capability to meet needs.
the organisation, with Communicates the importance Recognises, responds Encourages and motivates
the Minister, across the of consultation and engagement and capitalises on diverse people to engage in continuous
public service and with a with stakeholders. Facilitates backgrounds, ideas and learning and empowers them
diverse range of external cooperation between units behaviours. Anticipates reactions by delegating responsibility.
stakeholders. Seeks to within the organisation. Sets and tries to see things from Establishes and maintains
Description
understand their needs and high personal standards of different perspectives. a performance culture and
expectations. Identifies cooperative and collaborative gives regular feedback and
and manages critical behaviour. recognition. Celebrates success
relationships to ensure and engages in activities to
departmental objectives and maintain morale.
deliverables are enhanced.
Shows a commitment to
client service through own
actions and those of the
organisation.
a. Uses cross-agency a. Anticipates conflict and a. Harnesses diversity for a. Champions leadership and
relationships and uses appropriate strategies innovative policy design and capability development of
networks to drive change to resolve conflict when it service delivery. all staff within Queensland
and deliver outcomes. arises. public service guidelines.
b. Anticipates and adopt
b. Demonstrates prompt, b. Works collaboratively and strategies to manage differing b. Delegates responsibility
efficient and responsive cooperatively and rewards views, cultural perspectives appropriately and enables
client service. those behaviours in others. and goals of stakeholders. people to take ownership
and develop their
c. Engenders a service c. Advocates and orchestrates c. Uses an awareness of the capability.
culture through the cross-team cooperation and personalities, motivations

organisation. collaboration. and other diverse qualities c. Identifies and develops
of people to enhance talent equitably.
d. Builds and sustains d. Encourages stakeholders to interactions.
a productive working work together. d. Sets performance standards
relationship with d. Acts as a positive role model and monitors progress.
the Minister while e. Recognises and capitalises by communicating the value
maintaining Westminster on opportunities for mutual and importance of diversity e. Delivers constructive
principles and separation benefit. for the organisation. feedback and manages
of responsibility. underperformance.
f. Develops creative e. Engenders and promotes
e. Champions workplace partnerships to suit an environment of fairness, f. Celebrates success and
health and safety and business requirements equity, consistency and trust acknowledges and rewards
other initiatives designed that are supported by internally and externally. achievements.
to improve staff morale appropriate governance and
and wellbeing. protocols. g. Supports staff to maintain
optimism and commitment.

4.1 Demonstrates public 4.2 Engages with risk 4.3 Commits to action 4.4 Displays resilience 4.5 Demonstrates
service professionalism and shows personal self-awareness and a
and probity courage commitment to personal
development
Displays personal Provides impartial and Creates a sense of Persists and focuses on Models the effective
commitment to forthright advice. Is urgency around the achieving organisational management of
the purpose and prepared to make tough achievements of objectives under own personal
philosophy of the corporate decisions key outcomes. Acts consistent pressure. and professional
public service. Exhibits to achieve desired decisively to create and development. Uses
Description
high levels of ethics outcomes. Accepts exploit opportunities. self-insight to identify

and probity. Openly accountability for Demonstrates personal strengths and areas for
challenges personal and mistakes made in the drive, focus and energy. development. Is open
organisational breaches organisation and ensures Takes responsibility and to feedback and is
of values and standards. corrective action is initiates timely action to responsive in adjusting
Presents a united taken. resolve issues. Supports behaviour. Continues
leadership voice and others to take initiative to learn and improve
supports other leaders. and get the job done. effectiveness.
a. Leads by example a. Encourages and a. Creates a. Maintains a. Monitors and

and maintains contributes to robust opportunities and composure and manages the impact
high standards of debate. prepares for crises. responds to pressure of their behaviour to
professionalism in a controlled increase managerial
and impartiality b. Takes ownership b. Takes the initiative manner. effectiveness.
reflecting public for decisions and acts decisively
service values and and accepts to move things b. Quickly recovers b. Identifies new
the Code of Conduct. responsibility when forward. from setbacks challenges to
things go wrong. and maintains broaden experience.
b. Expects and c. Uses drive, energy momentum.
encourages team c. Maintains objectivity and initiative to c. Shares strengths and
and colleagues to and achieves a deliver key results c. Sustains high levels knowledge internally
apply the same high timely resolution of for the organisation. of effort toward the and externally.
standards. difficult decisions. achievement of
d. Initiates clear action outcomes. d. Regularly seeks a
c. Addresses breaches d. Seeks advice and to ensure success range of feedback on
of protocol and guidance and against long-term d. Demonstrates performance.
probity in an admits to not always priorities. tenacity and persists

appropriate manner. knowing the answer. with initiatives that e. Actively commits
e. Clears blockages to are of benefit to the to and promotes
d. Treats people fairly e. States concerns facilitate progress organisation and ongoing professional
and equitably and clearly on the and achieve government. development.
is transparent in potential risks milestones.
dealings with them. and benefits e. Maintains an f. Uses self-insight
of government f. Develops a culture optimistic outlook and feedback from
e. Acts in a socially positions. of responsiveness to and focuses on the others to identify
acceptable and critical issues. positives in difficult development needs.
ethical manner f. Manages impact of situations.
within legal and difficult corporate
policy parameters. decisions on f. Monitors own
stakeholders. emotional reactions,
f. Presents the remains calm and
corporate position to g. Ensures maintains focus
hostile audiences in comprehensive risk when faced with
a professional and assessment occurs criticism or pressure.
respectful manner. at strategic and
business levels.
h. Supports a culture
of calculated risk-
taking.

5.1 Communicates clearly 5.2 Listens, understands and adapts to 5.3 Negotiates persuasively
audience
Adapts approach to audiences to optimise Quickly and easily reads the environment Approaches negotiations with a strong grasp
impact and understanding. Communicates and cues from others to assess when of the key issues. Anticipates, acknowledges
in a way that engages, persuades and and how to change planned approaches. and addresses disagreements to facilitate
impresses a wide range of internal and Uses a variety of influencing approaches mutually beneficial solutions. Demonstrates
Description
external audiences. Clearly communicates tailored to different clients, stakeholders long-term, complex and multi-phased plans
the big picture to a broad audience. and stakeholder groups. Displays empathy to influence others. Focuses on the desired
Clarifies and effectively communicates and listens carefully to others and checks to objectives and ensures negotiations remain
broad and highly complex issues to a wide ensure their views have been understood. on track.
range of audiences. Ensure that open
communication is operating through the
organisation.
a. Presents information effectively, a. Maximises personal communication a. Identifies key stakeholders and seeks
outlines the implications and ensures strengths and takes into account their support early in the negotiation.
key conclusions are conveyed. shortcomings.
b. Positions case by clearly highlighting
b. Explains complex information b. Focuses on gaining a clear its merit.
using language appropriate for the understanding of others’ comments by
audience and limits the use of jargon listening, asking clarifying questions c. Avoids overselling by acknowledging
and abbreviations. and reflecting back. risks and potential disadvantages.
c. Undertakes suitable groundwork with c. Anticipates the likely reaction of the d. Acknowledges differences of opinion
key decision makers and stakeholders audience to a message and adjusts and addresses disagreements
before addressing audiences within approach to gain maximum impact. objectively.
the organisation or externally.
d. Tailors communication style and e. Presents a convincing and balanced
d. Structures messages clearly and language according to the audience’s rationale and makes a strong case
succinctly, both orally and in writing. level of knowledge, skill and experience. without getting personal or aggressive.
e. Makes a positive, credible and e. Checks own understanding of others’ f. Anticipates the position of the other
authoritative impression on others. comments and does not allow party and is aware of the potential for
misunderstandings to linger. compromise.
g. Utilises a range of complex techniques

to negotiate with and influence others.
h. Ensures that negotiations remain

focused on the important issues and
key objectives.

Section 4: Self-Assessment Proforma
CLF 2-3
CLF 4-5
CLF 6-7
CLF 8-9
CLF 10-11
CLF 12 - CES

Section 4: Self-Assessment Proforma CLF 2-3
CLF2 CLF3 A recent example
1.1 Supports shared purpose and direction

Understands and supports the organisation’s Understands and supports the organisation’s
vision, mission and business objectives. vision, mission and business objectives. Follows
Follows direction provided by supervisor. direction provided by supervisor. Recognises how
Recognises how own work contributes to the own work contributes to the achievement of team
achievement of team goals. Understands the and section goals. Understands the reasons for
reasons for decisions and recommendations. decisions and recommendations.

Understands the work environment and Understands the work environment and contributes
participates in team goal setting. Demonstrates to the development of work plans and team goals.
an awareness of issues that may impact on Demonstrates an awareness of issues that may
designated work tasks. impact on designated work tasks.
1.3 Harnesses information and opportunities

Knows where to find information, and asks Knows where to find information, and asks
questions to ensure a better understanding questions to ensure a better understanding of
of issues. Seeks guidance to determine what issues. Uses established guidelines to determine
information should be conveyed to others. what information should be conveyed to others.
Keeps supervisor informed on work progress. Keeps supervisor informed on work progress.
1.4 Shows judgement, intelligence and commonsense

Researches information relevant to work Researches and analyses information relevant to
tasks and responsibilities. Participates in work tasks and responsibilities. Identifies issues
discussions around issues and refers problems that may impact on designated tasks and alerts
to supervisor. Recognises the need for supervisor. Suggests improvements to work tasks.

2. Achieves results
2.1 Identifies and uses resources wisely

Monitors task progress against performance Monitors task progress against performance
expectations. Alerts supervisor early if work is expectations. Alerts supervisor early when
behind schedule. Makes effective use of own work is behind schedule and makes alternative
capabilities. arrangements. Makes effective use of own
capabilities.
2.2 Applies and builds professional expertise

Contributes own expertise to achieve outcomes Contributes own expertise to achieve outcomes for
for the business unit. the business unit.
2.3 Responds positively to change

Creates and maintains schedules. Responds Creates and maintains schedules. Responds in a
in a positive manner to change. Shares positive manner to change. Shares information with
information with others. Is adaptable and others. Is adaptable in approach and willing to be
flexible to accommodate the changing needs flexible to accommodate the changing needs of the
of the team. team.
2.4 Takes responsibility for managing work projects to achieve

results
Sees tasks through to completion. Works Sees tasks through to completion. Works within
within agreed priorities, and works agreed priorities, works independently on routine
independently on routine tasks. Maintains tasks and accepts more challenging tasks.
accurate records and files. Seeks feedback Maintains accurate records and files. Seeks
from supervisor to gauge satisfaction and feedback from supervisor to gauge satisfaction and
seeks assistance when required. seeks assistance when required.

3.1 Nurtures internal and external relationships

Builds and sustains positive relationships Builds and sustains positive relationships with
with team members and clients. Actively team members and clients. Actively participates in
participates in teamwork and activities. teamwork and activities. Responds under direction
Responds under direction to changes in client to changes in client needs and expectations.
3.2 Listens to, understands and recognises the needs of others

Actively listens to colleagues and clients. Actively listens to colleagues and clients. Shares
Shares information and contributes to team information and contributes to team discussions.
discussions. Works closely with team members Works closely with team members to achieve
to achieve results and operates as an effective results and operates as an effective team member.
team member.
3.3 Values individual differences and diversity

Understands, values and responds to different Understands, values and responds to different
personal styles. Tries to see things from personal styles. Tries to see things from different
different perspectives. Treats people with perspectives. Treats people with respect and
respect and courtesy. courtesy.
3.4 Shares learning and supports others

Identifies learning opportunities. Supports the Identifies learning opportunities. Supports the
contribution of others. Understands and acts contribution of others. Understands and acts on
on constructive feedback. constructive feedback.

4.1 Demonstrates public service professionalism and probity

Adopts a principled approach and adheres to Adopts a principled approach and adheres to the
public service values and Code of Conduct. public service values and Code of Conduct. Acts
Acts professionally at all times and operates professionally at all times and operates within the
within the boundaries of organisational boundaries of organisational processes and legal
processes and legal and public policy and public policy constraints.
constraints.
4.2 Engages with risk and shows personal courage

Provides accurate advice on less complex Provides accurate advice on less complex issues.
issues. Acknowledges mistakes and learns Acknowledges mistakes and learns from them, and
from them and seeks guidance and advice seeks guidance and advice when required.
when required.
4.3 Commits to action

Takes personal responsibility for accurate Takes personal responsibility for accurate
completion of work and seeks assistance when completion of work and seeks assistance when
required. Commits energy and drive to see that required. Commits energy and drive to see that
goals are achieved goals are achieved.
4.4 Promotes and adopts a positive and balanced approach to

work
Works as directed to achieve work objectives Works as directed to achieve work objectives, even
even in difficult circumstances. Remains in difficult circumstances. Remains positive and
positive and responds to pressure in a calm responds to pressure in a calm manner.
manner.
4.5 Demonstrates self-awareness and a commitment to personal

development
Seeks feedback from others. Understands Seeks feedback from others. Understands areas
areas of strengths and works with supervisor of strengths and works with supervisor to identify
to identify development needs. Is aware of the development needs. Is aware of the impact of
impact of own behaviour on others. Seeks self- own behaviour on others. Seeks self-development
development opportunities. opportunities.

5.1 Communicates clearly

Communicates messages clearly and concisely. Communicates messages clearly and concisely.
Focuses on key points and uses appropriate Focuses on key points and uses appropriate
language. Structures written and oral language. Structures written and oral
communication so it is easy to follow. communication so it is easy to follow.
5.2 Listens, understands and adapts to audience

Adapts communication style and approach Adapts communication style and approach to
to ensure they address the needs of different ensure they address the needs of different people
people or audiences. Listens carefully to others or audiences. Listens carefully to others and checks
and checks to ensure their views have been to ensure their views have been understood.
understood. Checks own understanding of Checks own understanding of others’ comments.
others’ comments.
5.3 Negotiates confidently

Listens to, and considers different ideas. Listens to, and considers different ideas. Discusses
Discusses issues without getting personal or issues without getting personal or aggressive.
aggressive.


Understands and supports the organisation’s Understands and supports the organisation’s
vision, mission and business objectives. vision, mission and business objectives.
Follows direction provided by supervisor. Communicates and follows direction provided by
Recognises how own work contributes to supervisor. Recognises how own work contributes
the achievement of organisational goals. to the achievement of organisational goals.
Understands the reasons for decisions and Understands the reasons for decisions and
recommendations. recommendations.

Understands the work environment and Understands the work environment and contributes
contributes to the development of work plans to the development of plans, strategies and team
and team goals. Demonstrates an awareness goals. Identifies issues and problems that may
of the implications of issues that may impact impact on own work objectives. Demonstrates an
on own work objectives. awareness of the implications of issues for own
work objectives.

Knows where to find information, and asks Draws on information from multiple sources and
questions to ensure a full understanding of an uses agreed guidelines to analyse what information
issue. Uses common sense to recognise the is important and how it should be used. Keeps self
importance of available information. Keeps self and others well informed on work progress.
and others well informed on work progress.
1.4 Shows judgement intelligence and commonsense

Researches and analyses information and Undertakes analysis and draws accurate
makes recommendations based on evidence. conclusions based on evidence. Thinks laterally and
Identifies issues that may impact on tasks. identifies and implements improved work practices.
Suggests improvements to work tasks and
business practices.

2. Achieves results

Reviews task performance and communicates Reviews task performance and communicates
outcomes to supervisor. Understands outcomes to supervisor. Makes effective use of
individual and team capabilities and makes individual and team capabilities. Is responsive to
effective use of own capabilities. changes in requirements.

Contributes own expertise to achieve Contributes own expertise to achieve outcomes for
outcomes for the business unit. the business unit.

Establishes task plans to deliver objectives. Establishes task plans and simple project plans
Responds in a positive and flexible manner to with measurable milestones to deliver objectives.
change. Shares information with others and Responds in a positive and flexible manner to
adapts to a changing environment. change. Shares information with others and adapts
to a changing environment.

results
Sees tasks through to completion. Works Sees tasks through to completion. Works within
within agreed priorities. Commits to achieving agreed priorities. Commits to achieving quality
quality outcomes. Maintains accurate records outcomes and adheres to documentation
and files. Seeks feedback from supervisor to procedures. Seeks feedback from supervisor to
gauge satisfaction and seeks assistance when gauge satisfaction and seeks guidance when
required.. required.


Builds and sustains positive relationships Builds and sustains positive relationship with team
with team members and clients. Actively members and clients. Is responsive to changes in
participates in teamwork and activities. client needs and expectations.
Responds under direction to changes in client

Actively listens to colleagues and clients. Actively listens to colleagues and clients. Shares
Shares information and ensures others are information and ensures others are kept informed
kept informed of issues. Works collaboratively of issues. Works collaboratively and operates as an
and operates as an effective team member. effective team member.

Understands, values and responds to different Recognises the positive benefits that can be gained
personal styles. Tries to see things from from diversity. Recognises the different working
different perspectives. Treats people with styles of individuals, and factors this into the
respect and courtesy. management of tasks. Tries to see things from
different perspectives. Treats people with respect
and courtesy.

Identifies learning opportunities. Makes time Identifies learning opportunities. Makes time for
for people and supports the contribution of people and supports the contribution of others.
others. Understands and acts on constructive Understands and acts on constructive feedback.
feedback.


Adopts a principled approach and adheres Adopts a principled approach and adheres to
to public service values and Code of public service values and Code of Conduct. Acts
Conduct. Acts professionally at all times professionally at all times and operates within
and operates within the boundaries of the boundaries of organisational processes and
organisational processes and legal and public legal and public policy constraints. Operates as an
policy constraints. Operates as an effective effective representative of the work area in internal
representative of the work area in internal forums.
forums.

Provides accurate advice on issues. Provides accurate advice on issues. Acknowledges
Acknowledges mistakes and learns from them, mistakes and learns from them and seeks guidance
and seeks guidance and advice when required. and advice when required.

Takes personal responsibility for accurate Takes personal responsibility for accurate
completion of work. Commits energy and drive completion of work and seeks guidance when
to see that goals are achieved. required. Shows initiative and does what is
required. Commits energy and drive to see that
goals are achieved.
4.4 Promotes and adopts a positive and balanced approach to

work
Focuses on achieving objectives even in Focuses on achieving objectives even in difficult
difficult circumstances. Remains positive and circumstances. Remains positive and responds to
responds to pressure in a calm manner. pressure in a calm manner.

development
Seeks feedback from others. Communicates Seeks feedback from others. Communicates areas
areas of strengths and works with supervisor of strengths and works with supervisor to identify
to identify development needs. Reflects on development needs. Reflects on own behaviour
own behaviour and recognises the impact on and recognises the impact on others. Seeks self-
others. Seeks self-development opportunities. development opportunities.


Confidently presents messages in a clear, Confidently presents messages in a clear,
concise manner. Focuses on key points and concise manner. Focuses on key points and uses
uses appropriate language. Structures written appropriate language. Structures written and oral
and oral communication to ensure clarity. communication to ensure clarity.

Seeks to understand the audience and tailors Seeks to understand the audience and tailors
communication style and message accordingly. communication style and message accordingly.
Listens carefully to others and checks to ensure Listens carefully to others and checks to ensure
their views have been understood. Checks own their views have been understood. Checks own
understanding of others’ comments. understanding of others’ comments.

Listens to, and considers different ideas and Listens to, and considers different ideas and
discusses issues credibly and thoughtfully. discusses issues credibly and thoughtfully.
Identifies relevant stakeholders. Identifies other people’s expectations and
concerns.


Understands and supports the organisation’s Understands, supports and promotes the
vision, mission and business objectives. organisation’s vision, mission, and business
Identifies the relationship between organisational objectives. Identifies the relationship between
goals and operational tasks. Communicates organisational goals and operational tasks. Clearly
with others regarding the purpose of their work. communicates goals and objectives to others.
Understands and communicates the reasons for Understands, supports and communicates the
decisions and recommendations to others. reasons for decisions and recommendations.

Understands the work environment and Understands the work environment and initiates
contributes to the development of plans, and develops team goals, strategies and work
strategies and team goals. Identifies broader plans. Identifies broader factors, trends and
influences that may impact on the team’s work influences that may impact on the team’s work
objectives. Demonstrates an awareness of the objectives. Considers the ramifications of issues
implications of issues for own work and work and longer-term impact of own work and work area.
area.

Draws on information from diverse sources and Gathers and investigates information from diverse
uses experience to analyse what information is sources and explores new ideas and different
important and how it should be used. Maintains viewpoints. Uses experience to analyse what
an awareness of the organisation and keeps self information is important and how it should be
and others well informed on issues that may used. Maintains an awareness of the organisation
affect work progress. and keeps self and others well informed on
work issues and finds out about best practice
approaches.

Undertakes objective, systematic analysis and Undertakes objective, systematic analysis and
draws accurate conclusions based on evidence. draws accurate conclusions based on evidence.
Identifies problems and works to resolve them. Recognises the links between interconnected
Thinks laterally, identifies and implements issues. Identifies problems and works to resolve
improved work practices. them. Thinks laterally, identifies, implements and
promotes improved work practices.

2. Achieves results

Reviews project performance and identifies Reviews project performance and identifies
opportunities for improvement. Makes effective opportunities for improvement. Makes effective use
use of individual and team capabilities and of individual and team capabilities and negotiates
negotiates responsibility for work outcomes. Is responsibility for work outcomes. Is responsive to
responsive to changes in requirements. changes in requirements.

Values specialist expertise and capitalises on Values specialist expertise and capitalises on
the knowledge and skills of others within the the knowledge and skills of others within the
organisation. Contributes own expertise to organisation. Contributes own expertise to achieve
achieve outcomes for the business unit. outcomes for the business unit.

Establishes clear plans and timeframes for Establishes clear plans and timeframes for project
project implementation. Responds in a positive implementation. Responds in a positive and
and flexible manner to change and uncertainty. flexible manner to change and uncertainty. Shares
Shares information with others and encourages information with others and assists them to adapt.
cooperation in coping with change.

results
Sees projects through to completion. Monitors Sees projects through to completion. Monitors
project progress and manages priorities. Commits project progress and adjusts plans as required.
to achieving quality outcomes and adheres to Commits to achieving quality outcomes and
documentation procedures. Seeks feedback from adheres to documentation procedures. Seeks
supervisor to gauge satisfaction feedback from supervisor to gauge satisfaction.


Builds and sustains positive relationship with Builds and sustains positive relationships
team members and stakeholders. Is responsive with team members, stakeholders and clients.
to changes in client and stakeholder needs and Proactively offers assistance for a mutually
expectations. beneficial relationship. Anticipates and is
responsive to client and stakeholder needs and
expectations.

Actively listens to staff, colleagues, clients and Actively listens to staff, colleagues, clients and
stakeholders. Involves others and recognises their stakeholders. Involves others and recognises their
contributions. Consults and shares information contributions. Consults and shares information and
and ensures others are kept informed of issues. ensures others are kept informed of issues. Works
Works collaboratively and operates as an effective collaboratively and operates as an effective team
team member. member.

Recognises the positive benefits that can be Recognises the positive benefits that can be
gained from diversity and explores diverse gained from diversity. Encourages the exploration
views. Recognises the different working styles of of diverse views and harnesses the benefits of such
individuals and factors this into the management views. Recognises the different working styles of
of people and tasks. Tries to see things from individuals and factors this into the management of
different perspectives. Treats people with respect people and tasks. Tries to see things from different
and courtesy. perspectives. Treats people with respect and
courtesy.

Identifies learning opportunities for others Identifies learning opportunities for others
and delegates tasks effectively. Agrees clear and delegates tasks effectively. Agrees clear
performance standards and gives timely praise performance standards and gives timely praise and
and recognition. Makes time for people and recognition. Makes time for people and offers full
offers full support when required. Provides support when required. Provides constructive and
constructive feedback. Recognises and notes regular feedback. Deals with underperformance
underperformance where appropriate. promptly.


Adopts a principled approach and adheres to Adopts a principled approach and adheres to the
public service values and Code of Conduct. Acts public service values and Code of Conduct. Acts
professionally at all times and operates within professionally at all times and operates within
the boundaries of organisational processes and the boundaries of organisational processes and
legal and public policy constraints. Operates as legal and public policy constraints. Operates as
an effective representative of the organisation in an effective representative of the organisation in
internal forums. internal forums.

Provides impartial and forthright advice. Justifies Provides impartial and forthright advice. Challenges
own position when challenged. Acknowledges issues constructively and can justify own position
mistakes and learns from them and seeks when challenged. Acknowledges mistakes and
guidance and advice when required. learns from them and seeks guidance and advice
when required.

Takes personal responsibility for meeting Takes personal responsibility for meeting objectives
objectives and progressing work. Shows initiative and progressing work. Shows initiative and does
and does what is required. Commits energy and what is required. Commits energy and drive to see
drive to see that goals are achieved. that goals are achieved.
4.4 Promotes and adopts a positive and balanced approach to work

Persists with and focuses on achieving objectives Persists with and focuses on achieving objectives
even in difficult circumstances. Remains positive even in difficult circumstances. Remains positive
and responds to pressure in a calm manner. and responds to pressure in a calm manner.

development
Seeks feedback from others. Communicates areas Self-evaluates performance and seeks feedback
of strengths and acknowledges development from others. Communicates areas of strengths
needs. Reflects on own behaviour and recognises and acknowledges development needs. Reflects
the impact on others. Shows commitment to on own behaviour and recognises the impact on
learning and self-development. others. Shows commitment to learning and self-
development.


Confidently presents messages in a clear, concise Confidently presents messages in a clear, concise and
and articulate manner. Focuses on key points articulate manner. Focuses on key points and uses
and uses appropriate, unambiguous language. appropriate, unambiguous language. Selects the most
Selects the most appropriate medium for appropriate medium for conveying information and
conveying information and structures written and structures written and oral communication to ensure
oral communication to ensure clarity. clarity.

their views have been understood. Checks own their views have been understood. Checks own
understanding of others’ comments and does not understanding of others’ comments and does not
allow misunderstandings to linger. allow misunderstandings to linger.

Approaches negotiations with a clear Approaches negotiations with a clear understanding
understanding of key issues. Understands of key issues. Understands the desired outcomes.
the desired outcomes. Identifies relevant Anticipates and identifies relevant stakeholders’
stakeholders’ expectations and concerns. expectations and concerns. Discusses issues
Discusses issues credibly and thoughtfully. credibly and thoughtfully and presents persuasive
Encourages the support of relevant stakeholders. counterarguments. Encourages the support of relevant
stakeholders.

1.1 Inspires a sense of purpose and direction

Provides direction to others regarding Translates the strategy into operational goals
the purpose and importance of their and creates a shared sense of purpose within the
work. Illustrates the relationship between business unit. Engages others in the strategic
operational tasks and organisational goals. direction of the work area, encourages their
Sets work tasks that align with the strategic contribution and communicates expected
objectives and communicates expected outcomes.
outcomes.

Understands the organisation’s objectives Understands the organisation’s objectives and
and aligns operational activities accordingly. links between the business unit, organisation and
Considers the ramifications of issues and the whole-of-government agenda. Considers the
longer-term impact of own work and work area. ramifications of a wide range of issues, anticipates
priorities and develops long-term plans for own
work area.

Gathers and investigates information from Gathers and investigates information from a variety
a variety of sources and explores new ideas of sources and explores new ideas and different
and different viewpoints. Probes information viewpoints. Probes information and identifies
and identifies any critical gaps. Maintains an any critical gaps. Maintains an awareness of the
awareness of the organisation, monitors the organisation, looks for recent developments that
context in which the organisation operates and may impact on own business area and finds out
finds out about best practice approaches. about best practice approaches.

Undertakes objective, systematic analysis Undertakes objective, critical analysis and distils
and draws accurate conclusions based on the core issues. Presents logical arguments and
evidence. Recognises the links between draws accurate conclusions. Anticipates and
interconnected issues. Breaks through seeks to minimise risks. Breaks through problems
problems and weighs up the options to identify and weighs up the options to identify solutions.
solutions. Explores possibilities and innovative Explores possibilities and creative alternatives.
alternatives.

2. Achieves results
2.1 Builds organisational capability and responsiveness

Reviews project performance and focuses Evaluates ongoing project performance and
on identifying opportunities for continuous identifies critical success factors. Instigates
improvement. Identifies key talent to support continuous improvement activities. Responds
performance. Remains flexible and responsive flexibly to changing demands. Builds teams with
to changes in requirements. complementary skills and allocates resources in a
manner that delivers results.
2.2 Marshals professional expertise

Values specialist expertise and capitalises Values specialist expertise and capitalises on
on the expert knowledge and skills of the knowledge within the organisation as well as
others. Contributes own expertise to achieve consulting externally as appropriate. Manages
outcomes for the business unit. contracts judiciously. Contributes own expertise to
achieve outcomes for the business unit.
2.3 Steers and implements change and deals with uncertainty

Establishes clear plans and timeframes for Establishes clear plans and timeframes for project
project implementation and outlines specific implementation and outlines specific activities.
activities. Responds in a positive and flexible Responds in a positive and flexible manner to
manner to change and uncertainty. Shares change and uncertainty. Shares information with
information with others and assists them to others and assists them to adapt.
adapt.
2.4 Ensures closure and delivers on intended results

Sees projects through to completion. Monitors Strives to achieve and encourages others to do
project progress and adjusts plans as required. the same. Monitors progress and identifies risks
Commits to achieving quality outcomes that may impact on outcomes. Adjusts plans as
and ensures documentation procedures are required. Commits to achieving quality outcomes
maintained. Seeks feedback from stakeholders and ensures documentation procedures are
to gauge satisfaction. maintained. Seeks feedback from stakeholders to
gauge satisfaction.


Builds and sustains relationships with a Builds and sustains relationships with a network
network of key people internally and externally. of key people internally and externally. Recognises
Proactively offers assistance for a mutually shared agendas and works toward mutually
beneficial relationship. Anticipates and is beneficial outcomes. Anticipates and is responsive
responsive to internal and external client to internal and external client needs.
needs.
3.2 Facilitates cooperation and partnerships

Involves people, encourages them and Brings people together and encourages input from
recognises their contribution. Consults and key stakeholders. Finds opportunities to share
shares information and ensures others are information and ensures that others are kept
kept informed of issues. Works collaboratively informed of issues. Fosters teamwork and rewards
and operates as an effective team member. cooperative and collaborative behaviour. Resolves
conflict using appropriate strategies.

Recognises the positive benefits that can Recognises the positive benefits that can be gained
be gained from diversity and encourages from diversity and encourages the exploration
the exploration of diverse views. Harnesses of diverse views. Harnesses understanding of
understanding of differences to enhance differences to anticipate reactions and enhance
interactions. Recognises the different working interactions. Recognises the different working
styles of individuals and tries to see things styles of individuals and tries to see things from
from different perspectives. different perspectives.
3.4 Guides, mentors and develops people

Identifies learning opportunities for others and Encourages and motivates people to engage
empowers them by delegating tasks. Agrees in continuous learning and empowers them by
clear performance standards and gives timely delegating tasks. Agrees on clear performance
praise and recognition. Makes time for people standards and gives timely praise and recognition.
and offers full support when required. Delivers Makes time for people and offers full support
constructive, objective feedback in a manner when required. Delivers constructive feedback
that gains acceptance and achieves resolution. in a manner that gains acceptance and achieves
Deals with underperformance promptly. resolution. Deals with underperformance promptly.


Adopts a principled approach and adheres to Adopts a principled approach and adheres to
public service values and Code of Conduct. public service values and Code of Conduct. Acts
Acts professionally and impartially at all professionally and impartially at all times and
times and operates within the boundaries of operates within the boundaries of organisational
organisational processes and legal and public processes and legal and public policy constraints.
policy constraints. Operates as an effective Operates as an effective representative of the
representative of the organisation in public organisation in public and internal forums.
and internal forums.

Provides impartial and forthright advice. Provides impartial and forthright advice. Challenges
Challenges important issues constructively, important issues constructively, stands by own
stands by own position and supports others position and supports others when required.
when required. Acknowledges mistakes and Acknowledges mistakes and learns from them, and
learns from them and seeks guidance and seeks guidance and advice when required.
advice when required.

Takes personal responsibility for meeting Takes personal responsibility for meeting
objectives and progressing work. Shows objectives and progressing work. Shows initiative
initiative and proactively steps in and does and proactively steps in and does what is required.
what is required. Commits energy and drive to Commits energy and drive to see that goals are
see that goals are achieved. achieved.

Persists and focuses on achieving objectives Persists and focuses on achieving objectives even
even in difficult circumstances. Remains in difficult circumstances. Remains positive and
positive and responds to pressure in a responds to pressure in a controlled manner.
controlled manner. Continues to move forward Maintains momentum and sustains effort despite
despite criticism or setbacks. criticism or setbacks.

development
Self-evaluates performance and seeks Critically analyses own performance and seeks
feedback from others. Communicates and feedback from others. Confidently communicates
acts on strengths and development needs. strengths and acknowledges development needs.
Reflects on own behaviour and recognises the Acts on negative feedback to improve performance.
impact on others. Shows strong commitment Reflects on own behaviour and recognises the
to learning and self-development and accepts impact on others. Shows strong commitment to
challenging new opportunities. learning and self-development and embraces
challenging new opportunities.


Confidently presents messages in a clear, Confidently presents messages in a clear, concise
concise and articulate manner. Focuses on key and articulate manner. Translates information
points and uses appropriate, unambiguous for others, focusing on key points and using
language. Selects the most appropriate appropriate, unambiguous language. Selects
medium for conveying information and the most appropriate medium for conveying
structures written and oral communication to information and structures written and oral
ensure clarity. communication to ensure clarity.

their views have been understood. Checks own their views have been understood. Anticipates
understanding of others’ comments and does reactions and is prepared to respond. Checks own
not allow misunderstandings to linger. understanding of others’ comments and does not
allow misunderstandings to linger.
5.3 Negotiates persuasively

Approaches negotiations with a strong Approaches negotiations with a strong grasp of
grasp of the key issues, having prepared in the key issues, having prepared well in advance.
advance. Understands the desired objectives Understands the desired objectives and associated
and associated strengths and weaknesses. strengths and weaknesses. Anticipates the position
Anticipates the position of the other party, and of the other party and adapts approach accordingly.
frames arguments accordingly. Encourages Encourages the support of relevant stakeholders.
the support of relevant stakeholders. Strives to Encourages debate and identifies common ground
achieve an outcome that delivers benefits for to facilitate agreement and acceptance of mutually
both parties. beneficial solutions.


Develops the strategic direction for the Champions the organisation’s vision and goals and
business unit and creates a shared sense promotes a shared commitment to the strategic
of purpose by demonstrating how elements direction. Helps create organisational strategies
of the strategy fit together and contribute to that are aligned with government objectives and
higher-level goals. Encourages others’ input likely future requirements. Encourages others’
and communicates required actions and input and communicates expected outcomes from
expected outcomes. organisational strategies.

Understands the organisation’s direction Understands the organisation’s role within
and role within government and including society and considers multiple perspectives when
the whole-of-government agenda. Considers assessing the ramifications of key issues on the
multiple perspectives when assessing the organisation and community. Provides advice to
ramifications of issues. Develops plans government that reflects analysis of a broad range
that address both current and likely future of issues and the whole-of-government agenda.
requirements. Seeks to align business unit Considers emerging trends, identifies long-term
activities with strategic priorities. opportunities and aligns organisational operations
with strategic priorities.

Draws on information and alternative Draws on information and alternative viewpoints
viewpoints and monitors information channels and monitors information channels to understand
to understand new issues of importance to new issues of importance to the government.
the government. Monitors change in the Monitors change in the environment. Positions the
environment. Seizes opportunities and adjusts organisation to seize opportunities and minimise
approach to respond to threats. Addresses threats. Addresses any critical information gaps.
any critical information gaps. Uses knowledge Uses knowledge of the organisation to tailor
of the organisation to provide a context for approaches to different issues.
others.

Applies intellect and knowledge to weigh Applies intellect and knowledge to weigh up
up complex information and identify critical information and identify critical factors and issues.
factors and issues. Works effectively when all Demonstrates effective judgement to weigh up
of the information is not available. Explores options and develop realistic solutions. Anticipates
the options in full and makes sound decisions risks, addresses them quickly and helps others
under pressure. Considers opportunities and to recognise them. Capitalises on innovative
anticipates risk. Applies lateral thinking and alternatives to resolve complex problems.
identifies innovative solutions.

2. Achieves results

Investigates ways to improve effectiveness Focuses on activities that support organisational
by harnessing technology and implementing sustainability. Nurtures talent and engages in
continuous improvement activities. Builds succession planning. Facilitates information
teams with complementary skills and engages accessibility and sharing. Looks for ways to
in succession planning. Responds flexibly to improve effectiveness by harnessing technology
changing circumstances, deploys resources and implementing continuous improvement
astutely and identifies optimum resourcing activities. Monitors and manages resourcing
combinations. Creates a flexible environment pressures for optimum outcomes. Creates a
that enables others to meet changing demands. flexible environment that enables others to meet
changing demands.

Integrates professional expertise into the Integrates professional expertise into the
organisation to improve overall performance organisation to improve overall performance and
and delivery of business outcomes. Manages delivery of organisational outcomes. Manages
contracts judiciously. Actively ensures relevant contracts judiciously. Actively ensures relevant
professional input from others is obtained and professional input from others is obtained and
shares own experience. shares own experience.

Adopts a planned approach to the management Oversees the implementation of multiple
of programs. Defines high-level objectives change initiatives with a focus on the desired
and supports translation into implementation outcomes. Defines high-level objectives and
strategies. Operates effectively in an ensures translation into practical implementation
environment of ongoing change and uncertainty strategies. Operates effectively in an environment
and maintains flexibility. Actively ensures of ongoing change and uncertainty and maintains
stakeholders are kept informed during times of flexibility. Actively ensures stakeholders are kept
change. informed during times of change.

Drives a culture of achievement. Ensures ideas Drives a culture of achievement and fosters
and intended actions become reality and that a quality focus in the organisation. Ensures
planned projects result in expected outputs. ideas and intended actions become reality
Strives for quality, and ensures compliance with and that planned projects result in expected
regulatory requirements. Puts systems in place outputs. Enables the achievement of outcomes
to establish and measure accountabilities. by identifying and removing potential barriers to
Manages risks that may impede on project success. Keeps stakeholders informed of progress
outcomes and ensures that key stakeholders are and any issues that arise.
across all relevant issues.


Builds and sustains relationships within the Builds and sustains relationships within the
organisation, with the Minister’s office, across organisation, with the Minister’s office, across
the public service and with a diverse range of the public service and with a diverse range of
external stakeholders. Looks for shared agendas external stakeholders. Encourages stakeholders
and uses these to bring people together. Shows to work together and establishes cross-agency
a commitment to client service through own approaches to address issues. Shows a
actions and those of the business unit. commitment to client service through own actions

Brings people together and encourages input Consults broadly to obtain buy-in. Draws on the
from key stakeholders. Facilitates cooperation knowledge of key stakeholders within and outside
within and between organisations. Promotes the organisation and facilitates cooperation
the reciprocal sharing of information to build by sharing information. Promotes information
knowledge. Fosters teamwork and rewards exchange by maintaining open communication
cooperative and collaborative behaviour. channels. Personally manifests strong
Resolves conflict and manages the sensitivities interpersonal relations and rewards cooperative
involved. and collaborative behaviour. Anticipates and
resolves conflict.

Recognises the positive benefits that can be Capitalises on the positive benefits that can be
gained from diversity and capitalises on these gained from diversity and harnesses different
for the benefit of the business unit. Harnesses viewpoints. Uses understanding of differences to
understanding of differences to anticipate anticipate reactions and enhance the operation of
reactions and enhance interactions. Recognises the organisation. Recognises the different working
the different working styles of individuals, and styles of individuals, anticipates reactions and
tries to see things from different perspectives. tries to see things from different perspectives.

Encourages and motivates people to engage Identifies and develops talent. Encourages
in continuous learning and empowers them and motivates people to engage in continuous
by delegating responsibility for work. Sets learning, and empowers them by delegating
clear performance standards and gives responsibility for work. Sets clear performance
timely praise and recognition. Makes time for standards and gives timely praise and
people and offers full support when required. recognition. Makes time for people and offers
Delivers constructive feedback and manages full support when required. Delivers constructive
underperformance. Offers support in time of feedback and manages underperformance. Offers
high pressure and engages in activities to support in times of high pressure. Celebrates
maintain morale. success and engages in activities to maintain
morale.


Adheres to and promotes public service values Adheres to and promotes public service values
and Code of Conduct and acts with utmost and Code of Conduct and aligns business
integrity and professionalism. Encourages these processes accordingly. Addresses breaches of
standards in others. Operates professionally protocol and probity. Operates professionally
and within the boundaries of organisational and within the boundaries of organisational
processes and legal and public policy processes and legal and public policy constraints.
constraints. Represents the organisation Represents the organisation effectively in public
effectively in public and internal forums and and internal forums and advocates the corporate
advocates the corporate agenda. agenda.

Provides impartial and forthright advice. Is Provides impartial and forthright advice. Is
prepared to make tough corporate decisions prepared to make tough corporate decisions to
to achieve desired outcomes. Challenges and achieve desired outcomes. Clearly voices own
encourages debate on difficult or controversial opinion and challenges difficult or controversial
issues. Stands by own position and supports issues. Stands by own position and supports
others when required. Takes responsibility for others when required. Takes responsibility for
mistakes and learns from them. Seeks guidance mistakes and learns from them. Seeks guidance
and advice when required. and advice when required.

Commits to achieving key outcomes for the Commits to achieving key outcomes for the
organisation. Demonstrates personal drive, organisation and uses personal drive, focus and
focus and energy. Galvanises others to act. energy to enthuse others. Galvanises others to
Acts decisively and initiates urgent action to act. Acts decisively and initiates urgent action to
overcome difficult problems. overcome difficult problems.

Persists and focuses on achieving Persists and focuses on achieving organisational
organisational objectives even in difficult objectives even in difficult circumstances.
circumstances. Monitors own emotional Monitors own emotional reactions and responds
reactions and responds to pressure in a to pressure in a controlled manner. Overcomes
controlled manner. Displays a positive outlook obstacles and rapidly recovers from setbacks.
and maintains momentum in difficult situations. Displays a positive outlook in difficult situations.

development
Examines own performance and regularly seeks Demonstrates a high level of self-awareness
feedback from others. Confidently promotes and acknowledges areas of both strength and
areas of strength, acknowledges development limitation. Confidently promotes areas of strength
needs and proactively identifies related learning and proactively identifies learning opportunities
opportunities to extend skills and experience. to extend skills and experience. Reflects on
Reflects on own behaviour and recognises the the impact of own behaviour on others and is
impact on others. responsive in adjusting behaviour.


Confidently presents messages in a clear, Confidently presents messages in a clear, concise
concise and articulate manner. Focuses on key and articulate manner. Focuses on key points
points for the audience and uses appropriate, for the audience and states the facts. Structures
unambiguous language and explains the message for brevity and presents message with
implications and ensures the conclusion is precision and confidence, harnessing the most
clearly conveyed. Selects the most appropriate appropriate methods of communication. Creates
medium for conveying information and meaning for the audience by using analogies and
structures written and oral communication to stories to illustrate key points.
ensure clarity.

Seeks to understand the audience and tailors Seeks to understand the audience and adapts
communication style and message accordingly. communication style and message to meet their
Listens carefully to others and checks to needs. Listens carefully to others and ensures
ensure their views have been understood. their views have been understood. Anticipates
Anticipates reactions and prepares a response reactions and prepares a response to address the
to address the audience’s concerns. Checks own audience’s concerns. Checks own understanding
understanding of others’ comments and does of others’ comments and does not allow
not allow misunderstandings to linger. misunderstandings to linger.

Approaches negotiations with a strong grasp Approaches negotiations with a strong grasp
of the key issues. Presents a convincing and of the key issues. Presents a convincing and
balanced rationale. Anticipates the position of balanced rationale. Focuses on the way in which
the other party, and is aware of the extent of the message is delivered and uses techniques to
potential for compromise. Acknowledges and illustrate the argument persuasively. Anticipates
addresses disagreements to facilitate mutually the position of the other party, and is aware
beneficial solutions. Engages the support of the extent of potential for compromise.
of credible others. Focuses on the desired Acknowledges and addresses disagreements to
objectives and ensures negotiations remain on facilitate mutually beneficial solutions. Identifies
track. key stakeholders and engages their support.
Focuses on the desired objectives and ensures
negotiations remain on track.

Section 4: Self-Assessment Proforma CLF 12-CES
CLF12 CES A recent example

Champions the organisation’s vision and goals Drives the organisation’s vision and long-term
and unifies business units with the strategic direction. Strategises to achieve government and
direction. Helps create organisational strategies agency objectives. Creates and sustains a sense of
that are aligned with government objectives shared purpose and direction.
and likely future requirements. Encourages
others’ input and communicates expected
outcomes from organisational strategies.

Understands the organisation’s current and Understands the organisation’s role within
potential future role within society. Considers society and considers multiple perspectives when
multiple perspectives when assessing the assessing the ramifications of key issues on the
ramifications of key issues and develops organisation and community. Provides advice to
solutions with long-term viability for the government that reflects analysis of a broad range
organisation and society. Provides advice to of issues and the whole-of-government agenda.
government that reflects analysis of a broad Considers emerging trends, identifies long-term
range of issues. Considers emerging trends, opportunities and risks. Negotiates and drives
identifies long-term opportunities and balances change to position the organisation for the future.
organisational requirements with desired
whole-of-government outcomes.

Draws on information and alternative Draws on information and alternative points of
viewpoints and monitors information channels view. Utilises information channels to disseminate
to understand new issues of importance information and engage audiences on critical
to the government. Monitors change in the issues. Anticipates and addresses change in the
environment. Positions the organisation to environment. Addresses any critical information
seize opportunities and minimise threats. gaps. Uses knowledge of the whole-of-government
Addresses any critical information gaps. and organisation to drive different approaches to
Uses knowledge of the organisation to tailor complex and chronic issues.
approaches to different issues. Recognises
the opportunities offered through whole-of-
government approaches and seeks to realise
them.

Engages in high-level critical thinking to Demonstrates a sophisticated understanding of
identify links and discern the critical issues. political, social and economic factors affecting
Identifies the implications for the organisation the organisation. Anticipates implications and
and applies effective judgement to develop applies effective judgement to develop solutions.
solutions. Anticipates long-term and strategic Drives innovative alternatives to resolve complex
risks, addresses them quickly and helps others problems and capitalises on them. Manages urgent
to recognise them. Capitalises on innovative demands with measured and reasoned responses.
alternatives to resolve complex problems.

2. Achieves results

Focuses on activities that support Drives activities that support organisational
organisational sustainability. Nurtures sustainability, operational efficiency and flexible
talent and engages in succession planning. resource management. Engenders a culture of
Facilitates information accessibility and accountability and transparency. Uses workforce
sharing. Seeks operational efficiency and planning to develop and maintain the capability
streamlines and adapts processes. Investigates and capacity to deliver services effectively.
ways to improve effectiveness by harnessing Fosters a culture of sharing knowledge across
technology and implementing continuous the organisation and with partner organisations.
improvement activities. Engages in flexible Promotes and supports continuous and effective
resource management and looks beyond the learning and development.
organisation’s boundaries to achieve the
optimum resourcing combination.

Integrates professional expertise into the Optimises professional expertise within and into
organisation to improve overall performance the organisation to improve overall performance
and delivery of organisational outcomes. and delivery of organisational outcomes. Explores
Manages contracts judiciously. Actively ensures innovative approaches to ensure value for money
relevant professional input from others is in service delivery. Ensures comprehensive
obtained and shares own experience. analysis and informed decision making regarding
options for resource allocation.

Drives the change agenda, defines high- Drives the change agenda and demonstrates
level objectives and ensures translation understanding of the complex range of factors
into practical implementation strategies. which effect change. Leads projects across
Coordinates projects across multiple agencies. multiple agencies. Openly questions established
Recognises the constant nature of change approaches and conventional wisdom and acts on
and maintains flexibility. Secures stakeholder opportunities for change. Ensures systems are in
commitment to change and maintains open place to support staff in adjusting to change.
communication channels during the change
process.

Drives a culture of achievement and fosters Drives a culture of achievement and creates a
a quality focus in the organisation. Ensures sense of urgency and commitment to action related
ideas and intended actions become reality to achieving outcomes. Demonstrates a drive to
and that planned projects result in expected achieve beyond expectations. Optimises achieving
outputs. Enables the achievement of outcomes outcomes by anticipating and removing barriers to
by identifying and removing potential barriers success. Keeps stakeholders informed of progress
to success. Keeps stakeholders informed of and any issues that arise.
progress and any issues that arise.


Builds and sustains relationships that provide Builds and sustains relationships within the
a rich intelligence network. Establishes an organisation, with the Minister, across the public
effective working relationship with the Minister. service and with a diverse range of external
Encourages stakeholders to work together stakeholders. Seeks to understand their needs
and establishes cross-agency approaches to and expectations. Identifies and manages critical
address issues. Shows a commitment to client relationships to ensure departmental objectives
service through own actions and those of the and deliverables are enhanced. Shows a
organisation. commitment to client service through own actions

Consults broadly to obtain buy-in, recognises Drives a culture of collaboration and participation.
when input is required. Communicates the Communicates the importance of consultation
importance of consultation with stakeholders and engagement with stakeholders. Facilitates
to others. Overcomes organisational silos by cooperation between units within the organisation.
facilitating cooperation between organisations. Sets high personal standards of cooperative and
Engages the Minister’s office on key issues. collaborative behaviour.
Personally manifests strong interpersonal
relations and rewards cooperative and
collaborative behaviour. Anticipates and
resolves conflict.

Communicates the value of harnessing diversity Drives a culture that values diversity and
for the organisation. Capitalises on the positive inclusiveness. Recognises, responds and
benefits that can be gained from diversity capitalises on diverse backgrounds, ideas and
and harnesses different viewpoints. Uses behaviours. Anticipates reactions and tries to see
understanding of differences to anticipate things from different perspectives.
reactions and enhance the operation of the
organisation. Recognises the different working
styles of individuals, anticipates reactions and
tries to see things from different perspectives.

Identifies and develops talent. Encourages Develops agency’s workforce capability to meet
and motivates people to engage in needs. Encourages and motivates people to
continuous learning and empowers them engage in continuous learning and empowers
by delegating responsibility for work. Sets them by delegating responsibility. Establishes and
clear performance standards and gives maintains a performance culture and gives regular
timely praise and recognition. Makes time for feedback and recognition. Celebrates success and
people and offers full support when required. engages in activities to maintain morale.
Delivers constructive feedback and manages
underperformance. Offers support in time of
high pressure. Celebrates success and engages
in activities to maintain morale.


Adheres to and promotes public service Displays personal commitment to the purpose and
values and Code of Conduct and aligns philosophy of the public service. Exhibits high
business processes accordingly. Addresses levels of ethics and probity. Openly challenges
breaches of protocol and probity. Operates personal and organisational breaches of values
professionally and within the boundaries of and standards. Presents a united leadership voice
organisational processes and legal and public and supports other leaders.
policy constraints. Represents the organisation
effectively in public and internal forums and
advocates the corporate agenda.

Acts as a role model for leadership courage Provides impartial and forthright advice. Is
by consistently raising critical and difficult prepared to make tough corporate decisions to
issues. Provides impartial and forthright achieve desired outcomes. Accepts accountability
advice. Is prepared to make tough corporate for mistakes made in the organisation and ensures
decisions to achieve desired outcomes. corrective action is taken.
Accepts accountability for mistakes made in
the organisation and ensures corrective action
is taken. Seeks guidance and advice when
required.

Acts decisively to ensure strategies are Creates a sense of urgency around the achievement
implemented and issues are addressed. of key outcomes. Acts decisively to create and
Demonstrates personal drive, focus and energy. exploit opportunities. Demonstrates personal
Galvanises others to act. Commits to getting the drive, focus and energy. Takes responsibility and
job done. Maintains control and initiates urgent initiates timely action to resolve issues. Supports
action to resolve issues when required. others to take initiative and get the job done.

Persists and focuses on achieving Persists and focuses on achieving organisational
organisational objectives throughout periods objectives under consistent pressure
of extreme pressure. Monitors own emotional
reactions and responds to pressure in a
controlled manner. Retains focus on the end
goal and overcomes significant barriers and
obstacles. Rapidly recovers from setbacks.
Displays a positive outlook in difficult
situations.

development
Demonstrates a high level of self-awareness Models the effective management of own personal
and acts as a role model by openly and professional development. Uses self-insight
communicating strengths and development to identify strengths and areas for development.
needs. Uses self-insight to identify areas in Is open to feedback and is responsive in adjusting
which own capabilities complement other behaviour. Continues to learn to improve
people’s. Is open to feedback and is responsive effectiveness.
in adjusting behaviour. Strives for continual
learning.


Confidently presents messages in a clear and Adapts approach to audiences to optimise
articulate manner. Focuses on key points for impact and understanding. Communicates in a
the audience and selects the most appropriate way that engages, persuades and impresses a
medium for conveying information. States the wide range of internal and external audiences.
facts and uses straightforward language to aid Clearly communicates the big picture to a broad
transparency. Creates meaning for the audience audience. Clarifies and effectively communicates
by using analogies and stories to illustrate key broad and highly complex issues to a wide range
points of audiences. Ensures that open communication is
operating through the organisation

Seeks to understand the audience and reads Quickly and easily reads the environment and
their nonverbal cues. Adapts communication cues from others to assess when and how to
style and message to meet their needs. Listens change planned approaches. Uses a variety of
carefully to others and ensures their views have influencing approaches tailored to different clients,
been understood. Anticipates reactions and stakeholders and stakeholder groups. Displays
prepares a response to address the audience’s empathy and listens carefully to others and checks
concerns. Checks own understanding of to ensure their views have been understood.
others’ comments and does not allow
misunderstandings to linger.

Approaches negotiations with a strong grasp Approaches negotiations with a strong grasp of
of the key issues. Presents a convincing the key issues. Anticipates, acknowledges and
and balanced rationale. Focuses on the addresses disagreements to facilitate mutually
way in which the message is delivered and beneficial solutions. Demonstrates long-term,
uses techniques to illustrate the argument complex and multi-phased plans to influence
persuasively. Anticipates the position of others. Focuses on the desired objectives and
the other party and is aware of the extent of ensures negotiations remain on track.
potential for compromise. Acknowledges and
addresses disagreements to facilitate mutually
beneficial solutions. Identifies key stakeholders
and engages their support. Focuses on the
desired objectives and ensures negotiations
remain on track.

Section 5: Appendices

Appendix 1: Alignment of classification levels to the CLF
Appendix 2: Legislative base for conduct of public servants
Appendix 3: Definitions and further background
Appendix 4: Acronyms

Appendix 1: Alignment of classification

levels to the CLF
The following alignment is based on “best-fit” of pay scale against the AO scale.
AO PO TO OO Trade Clerical Eng
CLF 1 1 1
1
CLF 2 2 1 2, 3 CW 1-8 1, 2, 3, 4 CEC1 C7-14
CLF 3 3 2 4, 5 CW 9-14 5 CEC2 C4-C6
CLF 4 4 2 3 6 CEC3 C1-3
CLF 5 5 3 4 7 CEC4
CLF 6 6 4 5
CLF 7 7 5 6
CLF 8 8 6
CLF 9 SO1, SO2
CLF 10 SES 2
CLF 11 SES 3
CLF 12 SES 4
CES
AO Administration Officer
CEC Community Education Counsellors
CW Construction Worker
Eng Engineering
OO Operational Officer
PO Professional Officer
SES Senior Executive Service
SO Senior Officer
TO Technical Officer

Appendix 2: Legislative base for

conduct of public servants
The CLF is underpinned by legislated requirements of public servants in the Public Service Act 2008 and the Public
Service Ethics Act 1994.
Public Service Act 2008

Part 3 of the Act specifies its intent to develop a high performing public service:
Part 3 Main purposes of Act and their achievement
(1) The main purposes of this Act are to—
(a) establish a high performing apolitical public service that is—
(i) responsive to Government priorities; and
(ii) focused on the delivery of services in a professional and non-partisan way; and
(the Act)
3(c) establishes a chief executive service and a senior executive service to provide the public service
with high performing leaders who will actively promote the purposes and the principles.
Section 25 specifies management and employment principles:
s25 The management and employment principles

(1) Public service management is to be directed towards—
(a) providing responsive, effective and efficient services to the community and the Government;
(b) maintaining impartiality and integrity in informing, advising and assisting the Government;
(c) promoting collaboration between Government and non-government sectors in providing services to
the community;
(d) continuously improving public service administration, performance management and service delivery;
(e) managing public resources efficiently, responsibly and in a fully accountable way;
(f) promoting the Government as an employer of choice; and
(g) promoting equality of employment opportunity.
(2) Public service employment is to be directed towards promoting—

(a) best practice human resource management; and
(b) equitable and flexible working environments in which all public service employees are—
(i) treated fairly and reasonably; and
(ii) remunerated at rates appropriate to their responsibilities; and
(c) a diverse and highly skilled workforce drawing from Government and non-government sectors.
Section 26 provides principles of personal conduct for public servants:
s26 Work performance and personal conduct principles

In recognition that public service employment involves a public trust, a public service employee’s work
performance and personal conduct must be directed towards—
(a) achieving excellence in service delivery

(b) ensuring the effective, efficient and appropriate use of public resources
(c) giving effect to Government policies and priorities

(d) collaborating with other departments with a focus on public service-wide priorities as well as department-
specific priorities
(e) providing sound and impartial advice to the Government
(f) improving all aspects of the employee’s work performance
(g) carrying out duties impartially and with integrity
(h) observing all laws relevant to the employment
(i) ensuring the employee’s personal conduct does not reflect adversely on the reputation of the public service
(j) observing the ethics principles for public officials under the Public Sector Ethics Act 1994, section 4
(k) complying with codes of conduct, as required under the Public Sector Ethics Act 1994, section 18.
Public Service Ethics Act 1994

Part 2 of the Public Sector Ethics Act 1994 specifies the following obligations as “fundamental to good public
administration”:
s4
• respect for the law and the system of government
• respect for persons
• integrity
• diligence
• economy and efficiency.
These obligations are described in Division 2.
s8
7 Respect for the law and system of government
(1) A public official should—
(a) uphold the laws of the State and Commonwealth; and
(b) carry out official public sector decisions and policies faithfully and impartially.
(2) Subsection (1)(b) does not detract from a public official’s duty to act independently of government if the
official’s independence is required by legislation or government policy, or is a customary feature of the
official’s work.
8 Respect for persons

(1) A public official should treat members of the public and other public officials—
(a) honestly and fairly; and
(b) with proper regard for their rights and obligations.
(2) A public official should act responsively in performing official duties.
9 Integrity
(1) In recognition that public office involves a public trust, a public official should seek—
(a) to maintain and enhance public confidence in the integrity of public administration; and
(b) to advance the common good of the community the official serves.
(2) Having regard to the obligation mentioned in subsection (1), a public official—
(a) should not improperly use his or her official powers or position, or allow them to be improperly used;
(b) should ensure that any conflict that may arise between the official’s personal interests and official duties
is resolved in favour of the public interest; and
(c) should disclose fraud, corruption and maladministration of which the official becomes aware.

10 Diligence
In performing his or her official duties, a public official should—
(a) exercise proper diligence, care and attention; and
(b) seek to achieve high standards of public administration.
11 Economy and efficiency

In performing his or her official duties, a public official should ensure that public resources are not wasted,
abused, or used improperly or extravagantly.
Part 4 of the Act requires each agency to develop a Code of Conduct which establish standards for public servants
based on these obligations:
Part 4 Codes of conduct for public officials

Division 1 Codes of conduct
12 Nature and purpose of codes
(1) In recognition of the ethics obligations for public officials, codes of conduct are to apply to public officials in
performing their official functions.
(2) The purpose of a Code of Conduct is to provide standards of conduct for public officials consistent with the
ethics obligations.
13 Application of codes
(1) A Code of Conduct must relate to a particular public sector entity, and applies to all public officials of the
entity.
(2) However, a Code of Conduct may make different provision, consistent with the ethics obligations, for
different types of public officials.
15 Preparation of codes of conduct

The chief executive officer of a public sector entity must ensure that a Code of Conduct is prepared for the
entity.
18 Compliance with codes

A public official of a public sector entity must comply with the conduct obligations stated in the entity’s Code
of Conduct that apply to the official.
Part 7 of the Act describes how senior officers can seek advice from the Integrity Commissioner about potential
conflicts of interest.

Appendix 3: Definitions and further

background
Defining leadership and capability

The framework is based on the following definitions:
Leadership refers to the approach taken by managers at all levels in leading staff and others to achieve
organisational goals. Leadership requires a combination of personal, administrative and organisational
change skills which can be expected to mature through a person’s career with the benefit of a range of
experiences and contexts.
Capability incorporates the skills, knowledge and attitudes that each person brings to their work. It includes
technical, business, personal and professional expertise which can be developed by formal and informal
learning, observation, mentoring, guidance, feedback, lifelong experience and reflection.
The combination of leadership and capability recognises that both aspects are necessary for success and they are
best developed in conjunction, taking into account the role, context and what each person brings to the job.
Figure 1 shows the relative importance of leadership, management and technical skills as a person progresses their
career to positions of increasing responsibility and accountability1. It is important to note that some leadership
skills are required at the base grade and some technical skills are required at the highest levels. The extent of each
of the three skills areas will vary depending on the nature of the business.
APS EL SES
Leadership
Management
Technical
Increased complexity of role

Figure 1 APS Leadership Model
1 Australian Public Service Commission 2004, Integrated Leadership System.

Leadership development approach
Analysis of human resource and organisational performance literature, contemporary practices in other
jurisdictions, existing practice across the Queensland public service and advice from advisory group members2
identified that the approach to leadership development should:
• sit within a capability context that includes personal, administrative and organisational leadership behaviours
• link to achieving performance outcomes
• include all levels with identification of critical career transition points enabling horizontal alignment across
agencies
• balance a central approach for consistency, accountability and commitment to the Queensland Government as
the employer, with the capacity for agencies to develop complementary approaches.
2 PSC advisory groups include Board of Commissioners, CEO’s Committee of 8 jurisdictions; Corporate Capability Group including corporate service
executive directors of 8 jurisdictions and the Human Resource Directors Network including all agencies nominees.

Appendix 4: Acronyms
APSC Australian Public Service Commission
CES Chief Executive Service
CLF Capability and Leadership Framework
ILS Integrated Leadership System
QPS Queensland Public Service
SO Senior officer

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QPS Capability and

© The State of Queensland (Public Service Commission) 2008.

Copies of this publication can be obtained at www.psc.qld.gov.au or by contacting (07) 32244362.

Release date: January 2009

Queensland Public Service Capability and Leadership Framework 1

Queensland Public Service Capability and Leadership Framework 3

4 Queensland Public Service Capability and Leadership Framework

Section 1: Introducing the CLF

1.1 What is the CLF?

1.2 Who does the CLF apply to?

1.3 What is the purpose of the CLF?

1.4 How can the CLF be used?

1.5 How will it be monitored and evaluated?

1.6 Applying the Framework

Queensland Public Service Capability and Leadership Framework 5

1. Introducing the CLF

1.1 What is the CLF?

CLF 1 to 8 AO1 to AO8

CLF 10 to 12 SES 2 to SES 4

The framework is based on:

• 5 capabilities which each have

The five Capabilities are:

CLF 1 to 7 CLF 8-12 and CES

Supports strategic direction Shapes strategic thinking

1 A full list of approximate equivalents based on pay scale is provided in Appendix 1.

6 Queensland Public Service Capability and Leadership Framework

1.2 Who does the CLF apply to?

1.3 What is the purpose of the CLF?

Implementing the CLF will:

1.4 How can the CLF be used?

Queensland Public Service Capability and Leadership Framework 7

The core capabilities will be used for:

1.5 How will the CLF be monitored and evaluated?

Mechanisms will include:

Phase 2: Impact (up to 30 November 2010. Report due 31 January 2011.)

Phase 3: Effectiveness (up to 30 November 2011. Report due 31 January 2012.)

8 Queensland Public Service Capability and Leadership Framework

1.6 Applying the Framework

Understanding the background

Why was the ILS chosen as the basis?

What if we already have a capability and leadership framework?

What will PSC provide to assist with implementation?

As well as targeted programs, services will include:

For further information about the framework see Appendix 3.

Queensland Public Service Capability and Leadership Framework 9

The following comparative profiles show the capabilities and components

Queensland Public Service Capability and Leadership Framework 11

1. Supports strategic direction

Components CLF1 CLF2 CLF3 CLF4

12 Queensland Public Service Capability and Leadership Framework

Components CLF1 CLF2 CLF3 CLF4

Queensland Public Service Capability and Leadership Framework 13

3. Supports productive working relationships

Components CLF1 CLF2 CLF3 CLF4

14 Queensland Public Service Capability and Leadership Framework

4. Displays personal drive and integrity

Components CLF1 CLF2 CLF3 CLF4

Queensland Public Service Capability and Leadership Framework 15

5. Communicates with influence

Components CLF1 CLF2 CLF3 CLF4

16 Queensland Public Service Capability and Leadership Framework

1. Supports strategic direction

Components CLF5 CLF6 CLF7