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Contributing Factors Handouts

NSPS Contributing Factors with Associated Descriptors

Professional/Analytical
Contributing Factor – Technical Proficiency
• Demonstrates and applies relevant and appropriate knowledge and skills to perform work activities.
• Stays up-to-date in professional/technical specialties.
• Acquires, develops, and maintains relevant and appropriate job skills through training or other developmental activities.
Work Behaviors: • Uses appropriate and available technology or tools to perform work activities.
• Demonstrates an understanding of the organization's mission, functions, values, and applicable policies and procedures.
• Develops and maintains an awareness of internal/external factors affecting the organization or specific work assignments.

Pay Band 1
Expected Enhanced (Additions at this level.)
• With supervision, applies basic knowledge and skills (including use of • Applies knowledge to perform more advanced tasks with minimal supervision.
appropriate technology or tools) to perform straightforward or well-defined work • Seeks feedback on own performance and takes initiative to improve technical
activities. knowledge and skills through a variety of self-directed development activities,
• As directed, acquires, develops, and maintains relevant job skills through a resulting in an increased ability to contribute to the mission.
variety of methods. • Demonstrates a working understanding of how internal and external factors
• Stays up-to-date in professional/technical specialties and applies this affect organizations and units outside of one’s own and effectively uses this
knowledge to improve own performance. knowledge to complete tasks.
• Demonstrates a basic understanding of how one's own work relates to the
organization's mission, functions, values, applicable policies and procedures,
and internal and external factors that affect the work unit; seeks opportunities to
use this knowledge constructively when completing own assignments.
Pay Band 2
Expected Enhanced (Additions at this level.)
• Applies substantive knowledge and skills (including use of appropriate • Applies depth and breadth of knowledge to independently perform well on the
technology or tools) to independently perform a full range of assignments, most complex or varied assignments at this level.
including moderately complex work activities; seeks occasional guidance as • Takes initiative to improve technical knowledge and skills through a variety of
appropriate. self-directed development activities, resulting in an increased ability to
• Acquires, develops, and maintains relevant job skills through a variety of contribute to the mission.
methods. • Is frequently consulted by others because of depth and/or breadth of
• Stays up-to-date in professional/technical specialties and applies this understanding of the organization and the internal and external factors that
knowledge to improve own performance and contribute to work unit affect it; seeks out and capitalizes on opportunities to use this knowledge to
performance. contribute to organizational goals and outcomes.
• Demonstrates a thorough understanding of the organization's mission,
functions, values, applicable policies and procedures, and internal and external
factors that affect the organization; seeks out opportunities to use this
knowledge constructively to contribute to organizational objectives and
priorities.
Pay Band 3
Expected Enhanced (Additions at this level.)
• Applies expert-level knowledge and skills (including use of appropriate • Is frequently consulted for depth and/or breadth of expertise to handle the most
technology or tools) to perform a wide range of highly complex work activities. complex and difficult assignments at this level.
• Maintains technical expertise by keeping up-to-date with the latest • Continually strives to broaden and enhance expertise, resulting in contributions
developments in professional/technical specialties. that significantly advance key organizational goals and objectives.
• Applies expert-level knowledge to improve own and organizational • Is widely recognized for his or her expertise regarding organizational systems
performance. and internal and external factors impacting programs that extend across
• Demonstrates an extensive understanding of the organization's mission, components or throughout a component/command or an equivalent
functions, values, applicable policies and procedures, and internal and external organization; seeks out and capitalizes on opportunities to leverage this
factors that impact programs that extend across components or throughout a knowledge to make contributions with far-ranging impact.
component/command or an equivalent organization; seeks out and capitalizes
on opportunities to use this knowledge to help the organization accomplish its
mission and move toward its long-term vision.

Contributing Factors CF - 1
Handouts Contributing Factors

NSPS Contributing Factors with Associated Descriptors

Professional/Analytical
Contributing Factor – Technical Proficiency
Pay Band 4
Expected Enhanced (Additions at this level.)
• Identifies and gathers relevant information from a variety of sources to gain a • Correctly identifies significant connections between pieces of data, focusing on
comprehensive understanding of issues and problems. the most critical information needed to draw innovative conclusions.
• Efficiently and effectively evaluates and integrates information from a variety of • Displays persistence in tracking down hard-to-obtain information.
sources to address complex and unusual problems; develops alternative • Takes the initiative to resolve highly complex problems affecting the work unit.
solutions to issues or problems. • Makes effective decisions under pressure or when there is a high degree of
• Makes timely and logical recommendations or decisions in complex, uncertainty about the outcome.
ambiguous, or unusual situations. • Evaluates the impact of external events on current procedures and develops
• Identifies and develops innovative or creative methods to improve own or work appropriate alternatives.
unit efficiency or effectiveness.

CF - 2 Contributing Factors
Contributing Factors Handouts

NSPS Contributing Factors with Associated Descriptors

Professional/Analytical
Contributing Factor – Critical Thinking
• Recognizes issues, problems, opportunities, or emerging trends.
• Collects information or data that is necessary and appropriate for identifying or addressing issues and problems.
• Analyzes and integrates relevant information or data to draw sound conclusions.
Work Behaviors: • Identifies and evaluates alternative solutions to problems or issues.
• Makes sound and timely decisions or recommendations.
• Identifies and utilizes innovative or creative methods to accomplish work.

Pay Band 1
Expected Enhanced (Additions at this level.)
• With guidance, recognizes obvious issues or problems and collects information • Additions at the Enhanced level: Independently recognizes issues or problems
from routine sources for a basic understanding of straightforward or well- and identifies patterns and trends.
defined issues. • When collecting data, takes initiative to identify additional sources of
• With guidance, analyzes and integrates basic data to identify clear patterns or information for a more comprehensive understanding.
trends and to draw reasonable, logical conclusions. • Makes recommendations for solving problems beyond immediate scope of
• With guidance, solves straightforward or well-defined problems; makes timely responsibility.
and logical decisions in well-defined, low-risk situations affecting own work. • Anticipates when an approach may not work in accomplishing own
• With guidance, modifies procedures for accomplishing assignments when it assignments and takes initiative to suggest alternatives.
becomes clear that the original approach will not work.
Pay Band 2
Expected Enhanced (Additions at this level.)
• Identifies information necessary to define and understand complex issues; • Rapidly and correctly identifies key issues or problems and assesses their
collects necessary information. significance.
• Efficiently and effectively analyzes and integrates complex data to identify • Displays persistence in tracking down hard-to-obtain information. Makes
emerging patterns or trends and draw reasonable, logical conclusions. effective recommendations for solving problems beyond immediate scope of
• Identifies and evaluates alternative solutions to complex problems or issues responsibility.
that affect own or others' work. • Makes timely and logical recommendations or decisions when circumstances
• Makes timely and logical recommendations or decisions in a variety of complex are ambiguous or complete information is not available.
situations that affect the work unit; seeks supervisory assistance for unusual • Evaluates the impact of external events on current processes and uses this
situations. information to develop appropriate alternatives.
• Reviews current work processes, and identifies innovative or creative ways to
improve efficiency or effectiveness.
Pay Band 3
Expected Enhanced (Additions at this level.)
• Identifies information necessary to define and understand a variety of highly • Identifies significant connections between pieces of data to draw innovative
complex or high-visibility issues and place them in a larger context; collects conclusions.
necessary information. • Focuses on the most critical information needed to define and understand
• Efficiently and effectively analyzes and integrates highly complex data, issues.
determining connections between pieces of data to detect emerging patterns, • Displays persistence in tracking down hard-to-obtain information.
trends, or opportunities for action; draws reasonable, logical conclusions from • Takes the initiative to resolve problems of particular difficulty, sensitivity, or
data. strategic importance in order to maximize contributions to the organization.
• Identifies and evaluates creative and insightful solutions to highly complex or • Makes effective recommendations or decisions in situations where there is a
visible problems/issues. high degree of uncertainty about the outcome.
• Makes timely and logical recommendations or decisions in highly complex, • Improves efficiency and effectiveness of work processes; anticipates how work
difficult, high pressure, and/or ill-defined situations that have significant or far- processes may be affected by changes in the environment and develops
reaching impact. creative and highly effective alternatives.
• Develops innovative or creative solutions in response to new and emerging
issues.

Contributing Factors CF - 3
Handouts Contributing Factors

NSPS Contributing Factors with Associated Descriptors

Professional/Analytical
Contributing Factor – Cooperation and Teamwork
• Develops and maintains effective working relationships with others.
• Respects and values individual differences and diversity by treating everyone fairly and professionally.
• Contributes to organizational or institutional knowledge by sharing information with others.
Work Behaviors: • Contributes to a positive team atmosphere that fosters cooperation, trust, and group identity.
• Collaborates effectively with others to resolve disagreements or conflicts in a positive and constructive manner.

Pay Band 1
Expected Enhanced (Additions at this level.)
• Works collaboratively and flexibly to accomplish shared goals. • Builds effective partnerships within units that contribute to a team environment.
• Treats everyone fairly and professionally, respecting and valuing individual • Takes initiative to provide assistance to others.
differences and diversity. • Seeks out opportunities to share knowledge and skills with others.
• Shares relevant knowledge and information with others within the work unit. • Independently handles minor work-related disagreements or conflicts in a
• Contributes to a positive team atmosphere that fosters cooperation, trust, and positive and constructive manner; develops options to resolve disagreements
group identity. or conflicts that require resolution at a higher level.
• With guidance, handles minor work-related disagreements or conflicts in a
positive and constructive manner.
Pay Band 2
Expected Enhanced (Additions at this level.)
• Contributes to achieving work unit goals by working collaboratively and flexibly • Contributes to achieving organizational objectives by building effective
with others and building effective partnerships across units. partnerships across organizations.
• Treats everyone fairly and professionally, respecting and valuing individual • Takes initiative to make extra contributions to work unit efforts; recognizes
differences and diversity. when others need assistance and provides support to advance unit goals.
• Shares relevant knowledge and information with others. • Fosters a climate of trust by demonstrating respect for and value of individual
• Contributes to a positive team atmosphere that fosters cooperation, trust, and differences and diversity.
group identity. • Seeks out opportunities to share relevant knowledge and skills with others.
• Handles challenging work-related disagreements or conflicts and resolves them • Develops formal knowledge sharing systems (e.g., work aids, technical papers,
in a positive and constructive manner; develops options to resolve etc.).
disagreements or conflicts that require resolution at a higher level. • Anticipates and strives to mitigate potential conflicts or disagreements.

Pay Band 3
Expected Enhanced (Additions at this level.)
• Contributes to achieving organizational objectives by modeling collaboration • Takes initiative to make extra contributions to cross-organizational efforts;
and flexibility and building effective partnerships internal and external to the recognizes when others need assistance and provides support to advance
organization. organizational goals.
• Treats everyone fairly and professionally, respecting and valuing individual • Champions respect for and value of individual differences and diversity,
differences and diversity. fostering a climate that reinforces these values.
• Seeks out opportunities to share relevant knowledge and skills with others. • Actively works to ensure the continuous transfer of knowledge and skills across
• Contributes to a positive team atmosphere that fosters cooperation, trust, and organizations by serving as a technical resource or initiating and overseeing
group identity. the development of formal knowledge sharing systems (e.g., work aids,
• Anticipates, strives to mitigate, and effectively handles complex or sensitive technical papers, etc.).
work-related disagreements or conflicts and resolves them in a positive and
constructive manner; as needed, develops options to resolve disagreements or
conflicts that require resolution at a higher level.

CF - 4 Contributing Factors
Contributing Factors Handouts

NSPS Contributing Factors with Associated Descriptors

Professional/Analytical
Contributing Factor – Communication
• Actively listens and appropriately responds to the questions, ideas, and concerns of others.
• Writes in an accurate, clear, concise, well-organized, and timely manner.
• Orally communicates in an accurate, clear, concise, well-organized, and timely manner.
Work Behaviors: • Tailors communication (e.g., language, tone, level of specificity) to the audience's level of understanding and to the communication
medium.

Pay Band 1
Expected Enhanced (Additions at this level.)
• Actively listens and appropriately responds to questions and concerns from • Prepares and delivers communications with minimal guidance; written
others; shows respect for others' ideas, comments, and questions. communications require fewer revisions than would ordinarily be expected at
• With guidance, communicates routine information in an accurate, clear, this level.
concise, well-organized, and timely manner; written communications may • With minimal guidance, tailors communications to meet the audience's needs.
require some revisions.
• With guidance, effectively adjusts communications to the audience's level of
understanding.
Pay Band 2
Expected Enhanced (Additions at this level.)
• Seeks and actively listens to others' questions, ideas, and concerns; shows • Adeptly reads interpersonal interactions and nonverbal cues and adjusts own
respect for and carefully considers diverse viewpoints and crafts clear and behavior to more effectively communicate with others.
organized responses, following up to ensure understanding. • Prepares and delivers communications that are of exceptional technical quality
• Communicates moderately complex information, concepts, and ideas in an as recognized by peers, supervisors, and/or customers.
accurate, clear, concise, comprehensive, well-organized, and timely manner; • Communicates complex information, concepts, and ideas to a range of
written communications typically require minimal revisions. audiences in a manner that facilitates their understanding.
• Tailors communication style (e.g., language, tone, and format) and customizes
communications to meet the audience's needs and level of understanding.
Pay Band 3
Expected Enhanced (Additions at this level.)
• Seeks and actively listens to others' questions, ideas, and concerns; shows • Adeptly reads complex interpersonal interactions and nonverbal cues and
respect for and carefully considers diverse viewpoints and crafts clear and adjusts own behavior to communicate more effectively with others.
organized responses, following up to ensure understanding. • Prepares and delivers communications that are of exceptional technical quality
• Communicates complex information, concepts, and ideas to a wide range of as recognized by peers, supervisors, and/or customers.
audiences in an accurate, clear, concise, comprehensive, well-organized, and • Uses a variety of techniques to communicate highly complex information,
timely manner; written communications are generally accepted without concepts, and ideas to a range of audiences in a manner that facilitates their
changes. understanding and acceptance of the information.
• Tailors style and materials to communicate information effectively to different
levels of audiences, properly emphasizing critical issues.

Contributing Factors CF - 5
Handouts Contributing Factors

NSPS Contributing Factors with Associated Descriptors

Professional/Analytical
Contributing Factor – Customer Focus
• Effectively identifies and assesses customer requirements.
• Effectively manages customer expectations and addresses questions and concerns.
Work Behaviors:
• Provides timely, flexible, and responsive service to customers.

Pay Band 1
Expected Enhanced (Additions at this level.)
• As directed, interacts effectively with customers to understand their needs and • Takes initiative to learn about and engage with customers to better understand
address questions and concerns. their needs, resulting in a higher quality of products and/or services; makes
• Keeps supervisor informed of progress and issues associated with the delivery recommendations to improve customer products and/or services.
of customer products and/or services. • Recognizes potential issues or inconsistencies in customer requests and
• With guidance, provides timely, flexible, and responsive products and/or recommends solutions.
services to customers. • Displays flexibility in responding to changing customer needs.
Pay Band 2
Expected Enhanced (Additions at this level.)
• Maintains regular contact with customers to gather information about their • Develops innovative and useful suggestions for designing and adapting
requirements and needs and delivers timely, flexible, and responsive products customer-focused products and/or services.
and/or services to meet those needs. • Correctly anticipates customer needs and resolves or avoids potential
• Discusses expectations with customers to ensure mutual understanding and problems, resulting in improved overall customer satisfaction.
acceptance; keeps customers and relevant others informed of progress,
issues, and/or problems that could impede progress and suggests workable
solutions.
• Responds to questions or requests from customers in a timely manner.
Pay Band 3
Expected Enhanced (Additions at this level.)
• Proactively communicates with customers to help define their needs and obtain • Develops innovative and useful approaches for improving or expanding
feedback; strives to continually enhance products and/or services. products and/or services, resulting in highly valued services that improve
• Works with customers to set mutually acceptable expectations (e.g., timelines overall customer satisfaction.
and deliverables); informs customers or relevant others of progress, changes, • Takes initiative to anticipate and implement effective solutions to prevent
issues, or problems that could affect progress and develops effective solutions problems, thus avoiding gaps in customer expectations..
to address them.
• Provides timely, flexible, innovative, and responsive products and/or services to
customers, resulting in high overall customer satisfaction.

CF - 6 Contributing Factors
Contributing Factors Handouts

NSPS Contributing Factors with Associated Descriptors

Professional/Analytical
Contributing Factor – Resource Management
• Maintains an awareness of available resources and the process for acquiring needed resources.
• Identifies and advocates for resources required to accomplish work activities or projects.
• Makes effective and efficient use of available resources.
Work Behaviors: • Safeguards available resources to prevent fraud, waste, and abuse.
• Promotes workplace safety and security.

Pay Band 1
Expected Enhanced (Additions at this level.)
• Demonstrates a basic knowledge of available resources and the process for • Takes initiative to learn as much as possible about available resources and the
acquiring the resources needed to accomplish own work. process for acquiring them.
• With guidance, requests basic resources needed to perform own work; uses • Makes meaningful suggestions for increasing efficiency in the use of resources.
resources in an efficient manner that safeguards against fraud, waste, and
abuse.
• Properly follows all workplace safety and security procedures.
Pay Band 2
Expected Enhanced (Additions at this level.)
• Demonstrates knowledge of the resources available to the work unit and the • Anticipates changes in workload requirements and advocates for resources
processes to acquire them; identifies and advocates for resources necessary to well in advance of when they are needed.
support and contribute to mission requirements. • Takes initiative to contribute to resource planning efforts.
• Uses resources in an efficient and effective manner that safeguards against • Actively assists others in using resources more efficiently
fraud, waste, and abuse. • Suggests flexible and innovative approaches to stretch limited resources.
• Promotes workplace safety and security by demonstrating correct behaviors.
Pay Band 3
Expected Enhanced (Additions at this level.)
• Demonstrates broad knowledge of the resources available to the organization • Anticipates changes in workload requirements and advocates for resources
and the processes to acquire them; identifies and effectively advocates for the well in advance of when they are needed.
resources necessary to support and contribute to mission requirements; • Balances competing resource requirements to ensure alignment with mission
actively contributes to resource planning efforts and competently defends objectives.
resource requirements. • Identifies alternative resources and actively assists others in using resources
• Uses resources in an efficient and effective manner that safeguards against more efficiently.
fraud, waste, and abuse. • Devises and implements flexible and innovative approaches to stretch limited
• Promotes workplace safety and security by modeling correct behaviors. resources, resulting in greater contributions to the organization.

Contributing Factors CF - 7
Handouts Contributing Factors

NSPS Contributing Factors with Associated Descriptors

Supervisor/Manager Pay Schedule


Contributing Factor – Leadership
• Seeks out and capitalizes on opportunities to help the organization accomplish its mission and objectives and move toward its long-
term vision.
• Communicates a vision for work unit, translating broad organizational goals into concrete objectives, plans, priorities, and
assignments with special emphasis on agency affirmative employment program objectives and support programs.
• Effectively assigns, coordinates, and monitors the work of others.
Work Behaviors: • Provides timely and constructive feedback (formal or informal) to others. Develops others through motivation, mentoring, and
coaching.
• Fosters an environment that facilitates a high performing workforce and models a high standard of performance for others.
• Demonstrates a commitment to EEO thru the integration of EEO into mission accomplishment, accountability for progress in
identification and elimination of barriers to a representative workforce, proactive prevention of unlawful discrimination, and efficient,
responsive, and legally compliant disposition of allegations of discrimination.
Pay Band 1
Expected Enhanced (Additions at this level.)
• With guidance translates project or work unit goals into concrete work assignments for staff; • Effectively seeks out and capitalizes on opportunities for
effectively communicates goals and expectations and follows up to ensure tasks are completed the work unit to achieve significant results that support
efficiently and effectively. work unit goals.
• Appropriately considers strengths and developmental needs of subordinates in assigning work. • Actively helps staff to develop new skills and
• Provides timely and constructive feedback to staff, encouraging and soliciting employee input as competencies by encouraging them to attempt more
appropriate, to improve work products and/or services and develop their skills. difficult tasks and try new approaches.
• With guidance, develops others through motivation, mentoring, coaching, and instruction.
• Creates an environment that facilitates a high performing work unit and demonstrates a high standard
of performance and ethical behavior.
• Actively supports and adheres to Merit System Principles, efforts to improve the representativeness,
and all applicable personnel policies and regulations.
Pay Band 2
Expected Enhanced (Additions at this level.)
• Translates work unit goals into concrete work assignments and objectives for staff; effectively • Effectively seeks out and capitalizes on opportunities for
communicates goals and expectations and follows up to ensure tasks are completed efficiently and the work unit to achieve significant results that support
effectively. organizational goals.
• Appropriately considers strengths and developmental needs of subordinates in assigning work. • Helps staff to identify their own developmental needs and
• Provides timely and constructive feedback to staff, encouraging and soliciting employee input as provides challenging assignments to address those
appropriate, to improve work products and/or services and develop their skills. needs.
• Develops others through motivation, mentoring, coaching, and instruction.
• Creates an environment that facilitates a high performing work unit and demonstrates a high standard
of performance and ethical behavior.
• Actively supports and adheres to Merit System Principles, efforts to improve the representativeness,
and all applicable personnel policies and regulations.
Pay Band 3
Expected Enhanced (Additions at this level.)
• Effectively formulates short- and long-term strategies across units that take a broad view and achieve • Anticipates new or changing demands and plans
significant results in support of the organization's goals and long-term vision. effectively for the future by developing strategies for units
• Translates broad organizational goals into objectives and assignments and helps unit leaders to meet organizational goals.
determine how to execute them efficiently and effectively. • Identifies feedback measures that provide information for
• Appropriately considers strengths and developmental needs of subordinates in assigning work. assessing priorities and advancing organizational goals.
• Provides timely and constructive feedback to staff, encouraging and soliciting employee input as • Influences subordinates to pursue developmental
appropriate, to improve work products and/or services and develop their skills. opportunities and provides support for those
• Develops others through motivation, mentoring, coaching, and instruction. opportunities.
• Creates an environment that facilitates a high performing work unit and demonstrates a high standard
of performance and ethical behavior.
• Actively supports and adheres to Merit System Principles, efforts to improve the representativeness,
and all applicable personnel policies and regulations.

CF - 8 Contributing Factors
Contributing Factors Handouts

NSPS Contributing Factors with Associated Descriptors

Supervisor/Manager Pay Schedule


Contributing Factor – Technical Proficiency
• Demonstrates and applies relevant and appropriate knowledge and skills to perform work activities.
• Stays up-to-date in professional/technical specialties.
• Acquires, develops, and maintains relevant and appropriate job skills through training or other developmental activities.
• Uses appropriate and available technology or tools to perform work activities.
Work Behaviors:
• Demonstrates an understanding of the organization's mission, functions, values, and applicable policies and procedures.
• Develops and maintains an awareness of internal/external factors affecting the organization or specific work assignments.
• Demonstrates an understanding of the relationship between the agency’s affirmative employment program and the work unit’s
support/involvement therein.
Pay Band 1
Expected Enhanced (Additions at this level.)
• Applies substantive knowledge and skills (including use of appropriate • Applies depth and breadth of knowledge to independently oversee complex or
technology or tools) to oversee a full range of assignments; seeks occasional varied assignments at this level.
guidance from more senior supervisors as appropriate. • Takes initiative to improve knowledge and skills through a variety of self-
• Acquires, develops, and maintains relevant skills through a variety of methods; directed development activities, resulting in an increased ability to contribute to
stays up-to-date in relevant disciplines and applies this knowledge to improve the mission.
own and work unit performance. • Is frequently sought out by others because of depth and/or breadth of
• Demonstrates an understanding of the organization's mission, functions, understanding of the organization and the internal and external factors that
values, applicable policies and procedures, and internal and external factors affect the work unit; seeks out and capitalizes on opportunities to use this
that may affect the work unit; seeks out opportunities to use this knowledge knowledge to contribute to organizational goals and outcomes.
constructively to contribute to organizational objectives and priorities.
Pay Band 2
Expected Enhanced (Additions at this level.)
• Applies advanced-level knowledge and skills (including use of appropriate • Applies depth and breadth of knowledge to independently manage the most
technology or tools) to manage a wide range of work activities; consults with complex or varied assignments at this level.
experts as appropriate. • Takes initiative to acquire, develop, and maintain relevant skills through a
• Acquires, develops, and maintains relevant skills through a variety of methods; variety of self-directed development activities, resulting in an increased ability to
stays up-to-date in relevant disciplines and applies this knowledge to improve contribute to the mission.
own and work unit performance. • Is frequently consulted by others because of depth and/or breadth of
• Demonstrates a thorough understanding of the organization's mission, understanding of organizational systems and the internal and external factors
functions, values, applicable policies and procedures, and the internal and that affect it; seeks out and capitalizes on opportunities to use this knowledge
external factors that may affect the organization; seeks out opportunities to use to make contributions that have an impact beyond the work unit.
this knowledge constructively to contribute to organizational objectives and
priorities.
Pay Band 3
Expected Enhanced (Additions at this level.)
• Applies expert-level knowledge and skills (including use of appropriate • Is consistently sought out to manage the most complex and difficult
technology or tools) to manage a wide range of work activities. assignments.
• Acquires, develops, and maintains expertise by staying up-to-date with the • Continually strives to broaden and enhance expertise, resulting in contributions
latest developments in relevant disciplines and applies this knowledge to that significantly advance key organizational goals and objectives.
improve own and organizational performance. • Is consistently consulted by senior-level officials internal and external to the
• Demonstrates an extensive understanding of the organization's mission, organization for his or her expertise regarding organizational systems and the
functions, values, applicable policies and procedures, and internal and external internal and external factors impacting programs that extend across
factors that may impact programs that extend across components or components or throughout a component/command or an equivalent
throughout a component/command or an equivalent organization; seeks out organization; seeks out and capitalizes on opportunities to leverage this
and capitalizes on opportunities to use this knowledge to help the organization knowledge to make contributions with far-ranging impact.
accomplish its mission and move toward its long-term vision.

Contributing Factors CF - 9
Handouts Contributing Factors

NSPS Contributing Factors with Associated Descriptors

Supervisor/Manager Pay Schedule


Contributing Factor – Critical Thinking
• Recognizes issues, problems, opportunities, or emerging trends.
• Collects information or data that is necessary and appropriate for identifying or addressing issues and problems.
• Analyzes and integrates relevant information or data to draw sound conclusions.
Work Behaviors: • Identifies and evaluates alternative solutions to problems or issues.
• Makes sound and timely decisions or recommendations.
• Identifies and utilizes innovative or creative methods to accomplish work.

Pay Band 1
Expected Enhanced (Additions at this level.)
• Effectively analyzes and integrates complex data to identify emerging patterns • Rapidly and correctly identifies key issues or problems, even when subtle.
or trends; draws reasonable, logical conclusions. • Displays persistence in tracking down hard-to-find information.
• Identifies information necessary and appropriate to define and understand • Makes effective recommendations for solving problems beyond immediate
complex issues and collects the information from a variety of sources. scope of responsibility.
• Identifies and evaluates alternative solutions to complex problems or issues • Makes sound and timely recommendations or decisions when circumstances
that affect the work unit. are ambiguous or complete information is not available.
• Makes sound and timely recommendations or decisions in a variety of complex • Evaluates the impact of external events on current processes and develops
situations; seeks supervisory assistance as necessary. creative and effective alternatives.
• Reviews the unit's current work processes and identifies innovative or creative
ways to improve efficiency and/or effectiveness.
Pay Band 2
Expected Enhanced (Additions at this level.)
• Effectively analyzes and integrates highly complex data to detect emerging • Makes connections between pieces of divergent information that are difficult to
trends, patterns, or opportunities for action; draws reasonable, logical recognize; identifies patterns or emerging trends from minimal or incomplete
conclusions, considering their immediate, midterm and long range effects. data.
• Identifies information necessary and appropriate to define and understand • Focuses on the most critical pieces of information needed to understand a
highly complex issues; collects information from a variety of sources. Identifies variety of complex issues; displays persistence in tracking down hard-to-find
and evaluates alternative solutions to unusual, highly complex problems or information.
issues that affect multiple work units. • Makes effective recommendations for solving problems beyond immediate
• Makes sound and timely recommendations or decisions in complex and/or ill- scope of responsibility.
defined situations, conferring with supervisor in unusual situations. • Makes sound and timely recommendations or decisions in high-risk situations
• Reviews work processes and identifies and implements innovative or creative when complete information is not available.
ways to improve efficiency and/or effectiveness and assesses the impact of • Anticipates how work processes may be affected by changes in the
those innovations on minorities, women and people with disabilities before environment and develops creative and effective alternatives.
recommending organizational changes. • Identifies and utilizes innovative and/or creative methods that accomplish
current work and support overall Human Capital Strategic Goals, inclusiveness
and the accommodation of persons with disabilities.
Pay Band 3
Expected Enhanced (Additions at this level.)
• Effectively analyzes and integrates highly complex data to detect emerging • Makes connections between pieces of divergent information that are difficult to
trends, patterns, or opportunities for action; draws reasonable, logical recognize; identifies patterns or emerging trends from minimal or incomplete
conclusions, considering their immediate, midterm, and long range effects. data.
• Identifies sources of information necessary and appropriate to define and • Focuses on the most critical information needed to define and understand
understand a variety of highly complex or high-visibility issues and place them issues; displays persistence in tracking down hard-to-find, relevant information.
in a larger context; evaluates information for completeness and validity. • Takes the initiative to resolve problems of particular difficulty, sensitivity, or
• Identifies and evaluates creative and insightful solutions to highly complex or strategic importance in order to maximize contributions to the organization.
highly visible problems/issues that affect the organization. • Makes effective decisions in high-risk situations where complete information is
• Makes sound and timely recommendations or decisions in highly complex, not available and there is a high degree of uncertainty about the outcome.
difficult, high pressure, and/or ill-defined situations that have far-reaching • Anticipates how work processes may be affected by changes in the
impact. environment and develops creative and highly effective alternatives.
• Develops and directs the implementation of innovative or creative work • Identifies and utilizes innovative and/or creative methods that accomplish
processes to improve efficiency and/or effectiveness. current work and support overall Human Capital Strategic Goals, inclusiveness
and the accommodation of persons with disabilities.

CF - 10 Contributing Factors
Contributing Factors Handouts

NSPS Contributing Factors with Associated Descriptors

Supervisor/Manager Pay Schedule


Contributing Factor – Cooperation and Teamwork
• Develops and maintains effective working relationships with others.
• Respects and values individual differences and diversity by treating everyone fairly and professionally.
• Contributes to organizational or institutional knowledge by sharing information with others.
Work Behaviors: • Contributes to a positive team atmosphere that fosters cooperation, trust, and group identity.
• Collaborates effectively with others to resolve disagreements or conflicts in a positive and constructive manner.

Pay Band 1
Expected Enhanced (Additions at this level.)
• Contributes to achieving work unit objectives by working collaboratively with • Takes initiative to make extra contributions to work unit efforts; recognizes
others and building effective partnerships. when others need assistance and provides support to advance unit goals
• Treats everyone fairly and professionally, respecting and valuing individual beyond what is expected.
differences and diversity; provides guidance to others on respectful behavior. • Builds a climate of cooperation and trust by demonstrating behavior that clearly
• Shares knowledge and skills with others. Effectively handles minor shows respect for and value of individual differences and diversity.
disagreements or conflicts and resolves them in a positive and constructive • Seeks out opportunities to share knowledge and skills with others.
manner.
• Respects and valued individual differences, values and diversity, promoting
inclusiveness and supporting accomplishments of persons with disabilities.
Pay Band 2
Expected Enhanced (Additions at this level.)
• Contributes to achieving work unit objectives by demonstrating cooperative • Takes initiative to make extra contributions to work unit efforts; recognizes
behaviors and building effective partnerships across units. when others need assistance and provides support to advance unit goals
• Treats everyone fairly and professionally, respecting and valuing individual beyond what is expected.
differences and diversity; provides guidance to others on respectful behavior. • Builds a climate of cooperation and trust by demonstrating behavior that clearly
• Encourages and promotes knowledge and skill sharing within the work unit. shows respect for and value of individual differences and diversity.
• Effectively handles disagreements or conflicts, including those that are • Seeks out opportunities to increase knowledge and skill transfer in the work
challenging, and resolves them in a positive and constructive manner. unit.
• Respects and valued individual differences, values and diversity, promoting
inclusiveness and supporting accomplishments of persons with disabilities.
• Develops work unit objectives/activities that implement/support agency
affirmative employment objectives.
Pay Band 3
Expected Enhanced (Additions at this level.)
• Builds and maintains a positive team atmosphere by promoting and • Takes initiative to make extra contributions to cross-organizational efforts;
demonstrating collaboration among work units; skillfully builds collaborative recognizes when others need assistance and provides support to advance
networks of partners and decision makers across boundaries that help the organizational goals beyond what is expected.
organization to achieve its goals. • Champions respect for and value of individual differences and diversity,
• Builds a climate of cooperation and trust by treating everyone fairly and fostering a climate that reinforces these values.
professionally, respecting and valuing individual differences and diversity; • Actively works to ensure the continuous transfer of knowledge and skills
provides guidance to others on respectful behavior and provides direct, clear throughout the organization by serving as a technical resource or initiating and
feedback to individuals who behave in a manner inconsistent with these values. supporting the development of formal knowledge sharing systems (e.g., work
• Seeks out opportunities to increase knowledge and skill transfer in the aids, technical papers, etc.).
organization.
• Anticipates, strives to mitigate, and effectively handles complex or sensitive
disagreements or conflicts and resolves them in a positive and constructive
manner.
• Respects and valued individual differences, values and diversity, promoting
inclusiveness and supporting accomplishments of persons with disabilities and
ensures that subordinate supervisors (if any) do the same.
• Develops work unit objectives/activities that implement/support agency
affirmative employment objectives.

Contributing Factors CF - 11
Handouts Contributing Factors

NSPS Contributing Factors with Associated Descriptors

Supervisor/Manager Pay Schedule


Contributing Factor – Communication
• Actively listens and appropriately responds to the questions, ideas, and concerns of others.
• Writes in an accurate, clear, concise, well-organized, and timely manner.
• Orally communicates in an accurate, clear, concise, well-organized, and timely manner.
Work Behaviors: • Tailors communication (e.g., language, tone, level of specificity) to the audience's level of understanding and to the communication
medium and any adaptive technologies needed for accommodation of persons with disabilities.
• Actively/consistently communicates agency affirmative employment program objectives/programs to unique work unit customers and
to the general public.
Pay Band 1
Expected Enhanced (Additions at this level.)
• Seeks and actively listens to others' questions, ideas, and concerns; shows • Adeptly reads social interactions and nonverbal cues and adjusts own behavior
respect for and carefully considers diverse viewpoints and responds to more effectively communicate with others.
appropriately, following up to ensure understanding. • Prepares and delivers communications that are of high quality as recognized
• Communicates and responds to day-to-day situational issues in an accurate, by peers, supervisors, and/or customers.
clear, concise, well-organized, and timely manner; written communications • Skillfully communicates complex information to a variety of audiences in a
typically require few revisions. manner that enhances their understanding.
• Tailors communication style (e.g., language, tone, and format) and content to
meet the audience's needs and level of understanding.
Pay Band 2
Expected Enhanced (Additions at this level.)
• Seeks and actively listens to others' questions, ideas, and concerns; shows • Adeptly reads complex social interactions and nonverbal cues and adjusts own
respect for and carefully considers diverse viewpoints and crafts clear and behavior to communicate more effectively with others.
organized responses, following up to ensure understanding. • Prepares and delivers communications that are of exceptional quality as
• Communicates complex or sensitive information in an accurate, clear, concise, recognized by peers, supervisors, and/or customers.
well-organized, and timely manner; written communications require minimal • Skillfully communicates complex information to a range of audiences in a
revisions. manner that enhances their understanding and acceptance of the information.
• Tailors communication style (e.g., language, tone, and format) and content to
meet the audience's needs and level of understanding; takes into consideration
political, environmental, and resource implications.
• Effectively explains or defends relevant viewpoints when necessary.
Pay Band 3
Expected Enhanced (Additions at this level.)
• Seeks and actively listens to others' questions, ideas, and concerns; shows • Adeptly reads complex social interactions and nonverbal cues and adjusts own
respect for and carefully considers diverse viewpoints and crafts clear and behavior to communicate more effectively with others.
organized responses, following up to ensure understanding. • Conveys the most complex and highest visibility communications effectively,
• Communicates highly complex and potentially controversial information to a properly emphasizing key issues and considering the full range of ramifications
wide variety of audiences in an accurate, clear, concise, well-organized, and of communications; prepares and delivers communications of exceptional
timely manner; written communications are generally accepted without quality as recognized by peers, supervisors, and/or customers.
changes. • Skillfully anticipates the needs of diverse audiences and optimally targets
• Tailors style, materials, and content to communicate information effectively to consistent and clear communications to different levels and needs in a manner
different levels of audiences, properly emphasizing key issues and considering that enhances their understanding and acceptance of the information;
ramifications of communications; takes into consideration political, consistently persuades them to a relevant point of view.
environmental, and resource implications. Effectively explains or defends
relevant viewpoints when necessary.

CF - 12 Contributing Factors
Contributing Factors Handouts

NSPS Contributing Factors with Associated Descriptors

Supervisor/Manager Pay Schedule


Contributing Factor – Customer Focus
• Effectively identifies and assesses customer requirements, rejecting/renegotiating those that adversely impact agency affirmative
employment objectives/programs.
• Effectively manages customer expectations and addresses questions and concerns.
Work Behaviors: • Provides timely, flexible, and responsive service to customers.
• Utilizes the full and diverse staff resources that are qualified and available to interface with the custom, gathering a variety of
perspectives on the customer engagement process.

Pay Band 1
Expected Enhanced (Additions at this level.)
• Maintains contact with customers and is effective in understanding their needs; • Develops creative and useful suggestions for designing and adapting products
uses customer feedback to address customer requirements and guides others and/or services; ideas are well received by customers.
to do the same. • Anticipates customer needs and resolves or avoids potential problems,
• Works with, and guides others in working with, customers to set mutually resulting in high customer satisfaction.
acceptable expectations (e.g., timelines and deliverables).
• Informs customers of changes, issues, or problems that could affect progress
and develops and implements effective solutions to address them.
• Provides timely, flexible, and responsive products and/or services to
customers.
Pay Band 2
Expected Enhanced (Additions at this level.)
• Maintains contact with customers and is effective in identifying and assessing • Systematically monitors quality, delivery, and customer satisfaction levels;
their needs; guides others in using customer feedback to design and enhance makes adjustments based on these data to improve customer products and/or
products and/or services. services.
• Works with, and guides others in working with, customers to set mutually • Anticipates and integrates customer needs and expectations into future service
acceptable expectations (e.g., timelines and deliverables). offerings, resulting in highly valued deliverables that maximize customer
• Informs customers of changes, issues, or problems that could affect progress satisfaction.
and directs the implementation of effective solutions to address them. • Takes initiative and works with staff to anticipate and proactively implement
• Provides timely, flexible, innovative, and responsive products and/or services to effective solutions to prevent problems and avoid gaps in customer
customers, resulting in high customer satisfaction. expectations.
Pay Band 3
Expected Enhanced (Additions at this level.)
• Guides others in developing Expected, responsive relationships with diverse • Systematically monitors quality, delivery, and customer satisfaction levels;
customers; implements processes to define customer requirements. makes adjustments based on these data to improve customer products and/or
• Works with, and guides others in working with, customers to set mutually services.
acceptable expectations (e.g., timelines and deliverables). • Oversees the development and implementation of long-term product or service
• Intervenes in problem situations with customers, resolving concerns and issues strategies that effectively support the organization's strategic direction and
while still maintaining good working relationships. surpass customer expectations.
• Manages the delivery of products and/or services by subordinate units and • Takes initiative and works with staff to anticipate and proactively implement
ensures that they are timely, flexible, innovative, and responsive, resulting in effective solutions to prevent problems and avoid gaps in customer
high customer satisfaction. expectations.

Contributing Factors CF - 13
Handouts Contributing Factors

NSPS Contributing Factors with Associated Descriptors

Supervisor/Manager Pay Schedule


Contributing Factor – Resource Management
• Maintains an awareness of available resources and the process for acquiring needed resources.
• Identifies and advocates for resources required to accomplish work activities or projects.
• Makes effective and efficient use of available resources.
Work Behaviors: • Safeguards available resources to prevent fraud, waste, and abuse.
• Promotes workplace safety and security.

Pay Band 1
Expected Enhanced (Additions at this level.)
• Demonstrates considerable knowledge of the resources available to the work • Anticipates changes in resource needs and advocates for resources well in
unit and the processes for acquiring them; identifies and advocates for advance of when they are needed; adeptly identifies innovative and/or
resources necessary to accomplish work activities or projects. alternative authorized resources.
• Ensures that the use and allocation of resources is consistent with projects • Is sought out by others to provide advice and guidance on optimizing available
and/or programs and the mission needs of the organization; safeguards resources.
against fraud, waste, and abuse. • Provides recommendations for improving safety and security procedures.
• Promotes workplace safety, security and applicable safety programs by
demonstrating correct behavior and enforcing compliance with proper
standards, policies, procedures, and guidelines.
Pay Band 2
Expected Enhanced (Additions at this level.)
• Demonstrates considerable knowledge of the resources available to the • Displays added resourcefulness by using and advising others on innovative
organization and the processes for acquiring them; prepares complex resource and/or alternative authorized resources, thereby maximizing what can be
plans, and effectively defends resource requirements. achieved.
• Ensures that the use and allocation of resources is consistent with projects • Anticipates changes in workload requirements and advocates for needed
and/or programs and the mission needs of the organization; safeguards resources well in advance.
against fraud, waste, and abuse. • Devises and implements innovative approaches to use limited resources in a
• Promotes workplace safety, security and applicable safety programs by manner that optimizes results.
demonstrating correct behavior and enforcing compliance with proper • Provides recommendations for improving safety and security procedures.
standards, policies, procedures, and guidelines.
Pay Band 3
Expected Enhanced (Additions at this level.)
• Demonstrates expert knowledge of the resources available to the organization • Displays added resourcefulness by using and advising others on innovative
and the processes for acquiring them; identifies and effectively negotiates for and/or alternative authorized resources, thereby maximizing what can be
the resources needed to meet program objectives; prepares complex resource achieved.
plans, and effectively defends resource requirements. • Anticipates changes in organizational requirements and advocates for needed
• Manages and oversees resource expenditures for assigned program(s), resources well in advance.
making adjustments as needed to increase efficiency; safeguards against • Manages resource requirements for dynamic and difficult programs,
fraud, waste, and abuse. consistently monitoring and regularly redirecting resources to optimize results
• Promotes workplace safety, security and applicable safety programs by across initiatives.
demonstrating correct behavior and enforcing compliance with proper • Provides recommendations for improving safety and security procedures.
standards, policies, procedures, and guidelines.
• Allocates sufficient staff and other resources to ensure a viable contribution to
the EEO program.

CF - 14 Contributing Factors
Contributing Factors Handouts

NSPS Contributing Factors with Associated Descriptors


All Supervisors/Managers and Selected Employees in the Professional/Analytical and
Technician/Support Pay Schedules
Contributing Factor – Leadership
• Seeks out and capitalizes on opportunities to help the organization accomplish its mission and objectives and move toward its long-
term vision.
• Communicates a vision for work unit, translating broad organizational goals into concrete objectives, plans, priorities, and
assignments with special emphasis on agency affirmative employment program objectives and support programs.
• Effectively assigns, coordinates, and monitors the work of others.
Work Behaviors: • Provides timely and constructive feedback (formal or informal) to others.
• Develops others through motivation, mentoring, and coaching.
• Fosters an environment that facilitates a high performing workforce and models a high standard of performance for others.
• Demonstrates a commitment to EEO thru the integration of EEO into mission accomplishment, accountability for progress in
identification and elimination of barriers to a representative workforce, proactive prevention of unlawful discrimination, and efficient,
responsive, and legally compliant disposition of allegations of discrimination.
Pay Band 1
Expected Enhanced (Additions at this level.)
• With guidance translates project or work unit goals into concrete work assignments for staff; • Effectively seeks out and capitalizes on opportunities for
effectively communicates goals and expectations and follows up to ensure tasks are completed the work unit to achieve significant results that support
efficiently and effectively. work unit goals.
• Appropriately considers strengths and developmental needs of subordinates in assigning work. • Actively helps staff to develop new skills and
• Provides timely and constructive feedback to staff, encouraging and soliciting employee input as competencies by encouraging them to attempt more
appropriate, to improve work products and/or services and develop their skills. difficult tasks and try new approaches.
• With guidance develops others through motivation, mentoring, coaching, and instruction.
• Creates an environment that facilitates a high performing work unit and demonstrates a high standard
of performance and ethical behavior.
• Actively supports and adheres to Merit System Principles, efforts to improve the representativeness,
and all applicable personnel policies and regulations.
Pay Band 2
Expected Enhanced (Additions at this level.)
• Translates work unit goals into concrete work assignments and objectives for staff; effectively • Effectively seeks out and capitalizes on opportunities for
communicates goals and expectations and follows up to ensure tasks are completed efficiently and the work unit to achieve significant results that support
effectively. organizational goals.
• Appropriately considers strengths and developmental needs of subordinates in assigning work. • Helps staff to identify their own developmental needs and
• Provides timely and constructive feedback to staff, encouraging and soliciting employee input as provides challenging assignments to address those
appropriate, to improve work products and/or services and develop their skills. needs.
• Develops others through motivation, mentoring, coaching, and instruction.
• Creates an environment that facilitates a high performing work unit and demonstrates a high standard
of performance and ethical behavior.
• Actively supports and adheres to Merit System Principles, efforts to improve the representativeness,
and all applicable personnel policies and regulations.
Pay Band 3
Expected Enhanced (Additions at this level.)
• Effectively formulates short- and long-term strategies across units that take a broad view and achieve • Anticipates new or changing demands and plans
significant results in support of the organization's goals and long-term vision. effectively for the future by developing strategies for units
• Translates broad organizational goals into objectives and assignments and helps unit leaders to meet organizational goals.
determine how to execute them efficiently and effectively. • Identifies feedback measures that provide information for
• Appropriately considers strengths and developmental needs of subordinates in assigning work. assessing priorities and advancing organizational goals.
• Provides timely and constructive feedback to staff, encouraging and soliciting employee input as • Influences subordinates to pursue developmental
appropriate, to improve work products and/or services and develop their skills. opportunities and provides support for those
• Develops others through motivation, mentoring, coaching, and instruction. opportunities.
• Creates an environment that facilitates a high performing work unit and demonstrates a high standard
of performance and ethical behavior.
• Actively supports and adheres to Merit System Principles, efforts to improve the representativeness,
and all applicable personnel policies and regulations.

Contributing Factors CF - 15
Handouts Contributing Factors

NSPS Contributing Factors with Associated Descriptors

Technician/Support Pay Schedule


Contributing Factor – Technical Proficiency
• Demonstrates and applies relevant and appropriate knowledge and skills to perform work activities.
• Stays up-to-date and acquires new job-relevant knowledge and skills by participating in training or other learning activities.
Work Behaviors: • Uses appropriate and available technology or tools to perform work activities.
• Demonstrates an understanding of how relevant organizational systems and processes affect own work.
• Maintains an awareness of current events and other external factors that may affect work.

Pay Band 1
Expected Enhanced (Additions at this level.)
• With guidance, applies basic know perform straightforward or well-defined work • Applies knowledge to perform more advanced tasks with minimal supervision.
activities. • Takes initiative to improve technical knowledge and skills through a variety of
• As directed, acquires, develops, and maintains relevant job skills and required self-directed development activities, resulting in an increased ability to
certifications through a variety of methods and applies this knowledge to contribute to the mission.
improve own performance.
• Demonstrates a basic understanding of relevant systems, processes, and
procedures that affect own work; applies this knowledge constructively when
completing own assignments.
Pay Band 2
Expected Enhanced (Additions at this level.)
• Applies well-developed knowledge and skills (including use of appropriate • Applies knowledge to independently perform more complex tasks.
technology, tools, and/or equipment) to effectively perform a full range of • Takes initiative to improve technical knowledge and skills through a variety of
assignments, including moderately complex work activities; seeks occasional self-directed development activities, resulting in an increased ability to
guidance as appropriate. contribute to the mission.
• Acquires, develops, and maintains relevant job skills and required certifications
through a variety of methods and applies this knowledge to improve own
performance and contribute to the mission.
• Demonstrates an understanding of relevant systems, processes, procedures,
and external factors that affect own work and the work of the unit; applies this
knowledge to constructively contribute to objectives and priorities.
Pay Band 3
Expected Enhanced (Additions at this level.)
• Applies advanced-level knowledge and skills (including use of appropriate • Applies depth and breadth of knowledge to independently perform the most
technology, tools, and/or equipment) to effectively perform a wide range of complex or varied assignments at this level.
complex work activities. • Takes initiative to develop and maintain job skills through a variety of self-
• Acquires, develops, and maintains relevant job skills and required certifications directed development activities, resulting in an increased ability to contribute to
through a variety of methods and applies this knowledge to improve own the mission.
performance and contribute to the mission.
• Demonstrates a thorough understanding of relevant systems, processes,
procedures, and external factors that affect the organization; applies this
knowledge to constructively contribute to organizational objectives and
priorities.
Pay Band 4
Expected Enhanced (Additions at this level.)
• Applies expert-level knowledge and skills (including use of appropriate • Is frequently consulted for depth and/or breadth of expertise to handle the most
technology, tools, and/or equipment) to effectively perform a wide range of complex and difficult assignments at this level.
highly complex work activities. • Continually strives to broaden and enhance expertise, resulting in contributions
• Maintains technical expertise and required certifications by keeping up-to-date that significantly advance key organizational goals and objectives.
with the latest developments in professional/technical specialties. Applies
expert-level knowledge to improve own and organizational performance.
• Demonstrates an extensive understanding of relevant systems, processes,
procedures, and external factors that affect the organization; applies this
knowledge to positively contribute to organizational objectives and priorities.
• Applies this knowledge to constructively contribute to organizational objectives
and priorities.

CF - 16 Contributing Factors
Contributing Factors Handouts

NSPS Contributing Factors with Associated Descriptors

Technician/Support Pay Schedule


Contributing Factor – Critical Thinking
• Gathers, organizes, and maintains relevant information.
• Analyzes information to draw sound conclusions.
• Identifies problems and generates solutions.
Work Behaviors: • Makes reasonable and timely decisions or recommendations.
• Identifies and utilizes innovative or creative methods to accomplish work assignments.

Pay Band 1
Expected Enhanced (Additions at this level.)
• With guidance, gathers relevant information or data needed to complete • Takes initiative to identify additional sources of information beyond what would
assignments; organizes and maintains information according to established be expected for this level.
procedures. • Anticipates when standard procedures may not work in accomplishing own
• Evaluates information against standard procedures and guidelines to identify assignments and takes initiative to suggest alternatives.
obvious issues or problems.
• Brings problems to the attention of senior staff/supervisor.
• With guidance, makes logical decisions regarding routine issues that arise in
carrying out instructions.
Pay Band 2
Expected Enhanced (Additions at this level.)
• Identifies and gathers relevant information from a variety of sources to • Takes initiative to identify additional sources of information to gain a more
complete assignments; effectively organizes and maintains information. comprehensive understanding of work assignments.
• Evaluates a range of information to identify moderately complex problems and • Independently recognizes issues or problems and identifies patterns or trends
suggest effective solutions. to draw conclusions.
• Makes timely and logical decisions in well-defined, low-risk situations affecting • Anticipates when standard procedures may not work in accomplishing own or
own work. work unit assignments and takes initiative to suggest effective alternatives.
• Modifies methods for accomplishing assignments when it becomes clear that
standard methods will not work.
Pay Band 3
Expected Enhanced (Additions at this level.)
• Identifies and gathers relevant information from a variety of sources to gain a • Correctly identifies key issues or problems, assesses their significance, and
comprehensive understanding of issues and problems. draws innovative conclusions.
• Evaluates and integrates information from a variety of sources to provide • Displays persistence in tracking down hard-to-obtain information.
solutions for complex problems. • Makes timely and logical recommendations or decisions when circumstances
• Makes timely and logical recommendations or decisions on a variety of are ambiguous or complete information is not available.
complex issues; seeks supervisory assistance for unusual situations. • Evaluates the impact of external events on current procedures and proposes
• Identifies and proposes innovative or creative methods to improve own or work appropriate alternatives.
unit efficiency or effectiveness. • Makes effective decisions under pressure or when there is a high degree of
uncertainty about the outcome.
• Evaluates the impact of external events on current procedures and develops
appropriate alternatives.
• Makes timely and logical recommendations or decisions in complex,
ambiguous, or unusual situations.
• Identifies and develops innovative or creative methods to improve own or work
unit efficiency or effectiveness.
Pay Band 4
Expected Enhanced (Additions at this level.)
• Identifies and gathers relevant information from a variety of sources to gain a • Correctly identifies significant connections between pieces of data, focusing on
comprehensive understanding of issues and problems. the most critical information needed to draw innovative conclusions.
• Efficiently and effectively evaluates and integrates information from a variety of • Displays persistence in tracking down hard-to-obtain information.
sources to address complex and unusual problems; develops alternative • Takes the initiative to resolve highly complex problems affecting the work unit.
solutions to issues or problems. • Makes effective decisions under pressure or when there is a high degree of
• Makes timely and logical recommendations or decisions in complex, uncertainty about the outcome.
ambiguous, or unusual situations. • Evaluates the impact of external events on current procedures and develops
• Identifies and develops innovative or creative methods to improve own or work appropriate alternatives.
unit efficiency or effectiveness.

Contributing Factors CF - 17
Handouts Contributing Factors

NSPS Contributing Factors with Associated Descriptors

Technician/Support Pay Schedule


Contributing Factor – Cooperation and Teamwork
• Develops and maintains effective working relationships with others.
• Respects and values individual differences and diversity by treating everyone fairly and professionally.
• Helps others learn by sharing knowledge and information.
Work Behaviors: • Contributes to a positive team atmosphere that fosters cooperation, trust, and group identity.
• Collaborates effectively with others to resolve differences and reach mutually acceptable agreements.

Pay Band 1
Expected Enhanced (Additions at this level.)
• Works collaboratively and flexibly with others to accomplish shared goals. • Takes initiative to make extra contributions to work unit efforts and provide
• Treats everyone fairly and professionally; demonstrates respect for and value assistance to others beyond what is expected.
of individual differences and diversity. • Seeks out opportunities to share knowledge and skills with others.
• Provides information and assistance to others as needed. • Contributes to a positive team atmosphere that fosters cooperation, trust, and
• With guidance, handles minor work-related disagreements or conflicts in a group identity.
positive and constructive manner.
Pay Band 2
Expected Enhanced (Additions at this level.)
• Works collaboratively and flexibly with others to accomplish work unit goals. • Takes initiative to make extra contributions to work unit efforts and provide
• Treats everyone fairly and professionally; demonstrates respect for and value assistance to others beyond what is expected.
of individual differences and diversity. • Seeks out opportunities to share knowledge and skills with others.
• Shares relevant knowledge and information with others. • Participates in the development of formal knowledge sharing systems.
• Handles minor work-related disagreements or conflicts and resolves them in a • Contributes to a positive team atmosphere that fosters cooperation, trust, and
positive and constructive manner; seeks assistance from senior staff on more group identity.
difficult situations.
Pay Band 3
Expected Enhanced (Additions at this level.)
• Contributes to achieving work unit goals by working collaboratively and flexibly • Takes initiative to make extra contributions to work unit efforts beyond what is
with others and building effective partnerships across units. expected; recognizes when others need assistance and provides support to
• Treats everyone fairly and professionally; demonstrates respect for and value advance work unit goals.
of individual differences and diversity and promotes these values within the • Seeks out opportunities to share knowledge and skills with others and develops
work unit. formal knowledge sharing systems.
• Shares relevant knowledge and information with others. • Anticipates and strives to mitigate work-related disagreements or conflicts.
• Contributes to a positive team atmosphere that fosters cooperation, trust, and
group identity.
• Handles challenging work-related disagreements or conflicts and resolves them
in a positive and constructive manner; develops options to resolve
disagreements or conflicts that require resolution at a higher level.
Pay Band 4
Expected Enhanced (Additions at this level.)
• Contributes to achieving work unit goals by demonstrating collaboration and • Takes initiative to make extra contributions to work unit efforts beyond what is
flexibility and building effective partnerships internal and external to the expected; recognizes when others need assistance and provides support to
organization. advance organizational goals.
• Treats everyone fairly and professionally; demonstrates respect for and value • Champions respect for and value of individual differences and diversity,
of individual differences and diversity and promotes these values within the fostering a climate that reinforces these values.
work unit. • Actively works to ensure the continuous transfer of knowledge and skills
• Seeks out opportunities to share relevant knowledge and skills with others. throughout the work unit by serving as a technical resource and initiating or
• Contributes to a positive team atmosphere that fosters cooperation, trust, and overseeing the development of formal knowledge sharing systems.
group identity.
• Anticipates, strives to mitigate, and effectively handles complex or sensitive
work-related disagreements or conflicts and resolves them in a positive and
constructive manner; develops options to resolve disagreements or conflicts
that require resolution at a higher level.

CF - 18 Contributing Factors
Contributing Factors Handouts

NSPS Contributing Factors with Associated Descriptors

Technician/Support Pay Schedule


Contributing Factor – Communication
• Actively listens and appropriately responds to the instructions, questions, ideas, and concerns of others.
• Writes in an accurate, concise, and clear manner.
• Orally communicates in an accurate, concise, and clear manner.
Work Behaviors: • Tailors communication (e.g., language, tone, level of specificity) in ways that are appropriate to the audience.

Pay Band 1
Expected Enhanced (Additions at this level.)
• Actively listens to others and asks for clarification when needed to ensure • Prepares and delivers communications with minimal guidance.
understanding; shows respect for others' ideas, comments, and suggestions. • Written communications require fewer revisions than would ordinarily be
• With guidance, communicates basic information in an accurate and clear expected at this level.
manner. • With guidance, effectively tailors communications as appropriate to the
• Written communications may require revisions. audience.
Pay Band 2
Expected Enhanced (Additions at this level.)
• Actively listens and appropriately responds to straightforward questions and • Written communications require fewer revisions than would ordinarily be
concerns from others; shows respect for others' ideas, comments, and expected at this level.
questions. • Tailors the amount and format of information included in communications to
• Communicates substantive information in an accurate, clear, and concise meet the audience's needs.
manner.
• Written communications typically require few revisions.
• Effectively adjusts communications to the audience's level of understanding.
Pay Band 3
Expected Enhanced (Additions at this level.)
• Solicits and actively listens to others' questions, ideas, and concerns; shows • Interprets verbal and nonverbal cues in interpersonal interactions and adjusts
respect for diverse viewpoints and responds appropriately. own behavior to more effectively communicate with others.
• Communicates moderately complex information in an accurate, clear, and • Prepares and delivers communications that are of exceptional technical quality.
concise manner.
• Written communications typically require no revisions.
• Tailors communication style (e.g., language, tone, and format) to meet the
audience's needs and level of understanding.
Pay Band 4
Expected Enhanced (Additions at this level.)
• Solicits and actively listens to others' questions, ideas, and concerns; shows • Interprets verbal and nonverbal cues in interpersonal interactions and adjusts
respect for and carefully considers diverse viewpoints and provides clear and own behavior to more effectively communicate with others.
organized responses, following up to ensure understanding. • Prepares and delivers communications that are of exceptional technical quality.
• Communicates complex information in an accurate, clear, concise, and well- • Uses a variety of techniques to communicate highly complex information,
organized manner. concepts, and ideas to a range of audiences in a manner that facilitates their
• Written communications are generally accepted without revisions. understanding and acceptance of the information.
• Tailors communication style (e.g., language, tone, and format) and customizes
communications to meet the audience's needs and level of understanding.

Contributing Factors CF - 19
Handouts Contributing Factors

NSPS Contributing Factors with Associated Descriptors

Technician/Support Pay Schedule


Contributing Factor – Customer Focus
• Communicates with customers to understand their needs.
• Responds appropriately to customer questions and concerns.
• Provides timely and effective service to customers.
Work Behaviors:

Pay Band 1
Expected Enhanced (Additions at this level.)
• Communicates with customers to understand their needs. • Takes initiative to learn about and engage with customers to better understand
• Responds appropriately to customer questions and concerns. their needs, resulting in a higher quality of products and/or services.
• Provides timely and effective service to customers. • Independently interacts with customers and provides high quality products
and/or services.
• Displays flexibility when interacting with customers.
Pay Band 2
Expected Enhanced (Additions at this level.)
• Effectively interacts with customers to understand their needs, answer • Takes initiative to learn about and engage with customers to better understand
questions, and provide them with routine information about products and/or their needs, resulting in a higher quality of products and/or services.
services. • Recognizes potential issues or inconsistencies in customer requests and
• Within scope of responsibility, provides timely and effective products and/or proposes solutions.
services to customers. • Displays flexibility in responding to changing customer needs.
• Quickly and effectively responds to customer questions and requests.
Pay Band 3
Expected Enhanced (Additions at this level.)
• Maintains regular contact with customers to understand their needs and • Takes initiative to learn about and engage with customers to better understand
provides timely and effective products and/or services to meet those needs; their needs and improve customer satisfaction.
uses customer feedback to enhance products and/or services. • Anticipates and proactively resolves potential problems, thus avoiding gaps in
• Works with customers to discuss or set mutually acceptable expectations (e.g., customer expectations.
timelines and deliverables). • Displays flexibility in responding to changing customer needs.
• Keeps relevant stakeholders informed of problems that could impede progress
and suggests workable solutions.
• Quickly and effectively responds to customer questions and requests.
Pay Band 4
Expected Enhanced (Additions at this level.)
• Maintains regular contact with customers to understand and anticipate their • Takes initiative to learn more about customers and their environment to better
needs and provides timely and effective products and/or services to meet those understand their current and future needs and uses this information to improve
needs; uses customer feedback to adapt and improve service offerings. the overall level of customer satisfaction and service.
• Works with customers to set mutually acceptable expectations (e.g., timelines • Anticipates and implements effective solutions to prevent problems, thus
and deliverables). avoiding gaps in customer expectations.
• Keeps relevant stakeholders informed of problems that could impede progress • Displays flexibility in responding to changing customer needs.
and develops effective solutions to address them.
• Quickly and effectively responds to customer questions and requests.

CF - 20 Contributing Factors
Contributing Factors Handouts

NSPS Contributing Factors with Associated Descriptors

Technician/Support Pay Schedule


Contributing Factor – Resource Management
• Maintains an awareness of available resources and the process for acquiring needed resources.
• Identifies and advocates for resources required to accomplish work activities or projects.
• Makes effective and efficient use of available resources.
Work Behaviors: • Safeguards available resources to prevent fraud, waste, and abuse.
• Complies with workplace safety and security requirements.

Pay Band 1
Expected Enhanced (Additions at this level.)
• Demonstrates a basic awareness of available resources and the process for • Takes initiative to learn as much as possible about available resources and the
acquiring resources needed to accomplish own work. process for acquiring them.
• With guidance, requests basic resources needed to perform own work; uses • Makes useful suggestions for increasing efficiency in the use of resources.
resources in a manner that safeguards against fraud, waste, and abuse.
• Properly follows all workplace safety and security procedures.
Pay Band 2
Expected Enhanced (Additions at this level.)
• Demonstrates knowledge of available resources and the process for acquiring • Anticipates changes in workload requirements and advocates for resources
them; identifies and requests resources necessary to accomplish own work well in advance of when they are needed.
activities or projects. • Actively assists others in using resources more efficiently.
• Ensures that use of resources is consistent with planned activities and • Suggests flexible and innovative approaches to stretch limited resources.
safeguards against fraud, waste, and abuse.
• Properly follows all workplace safety and security procedures and reinforces
correct behaviors in others.
Pay Band 3
Expected Enhanced (Additions at this level.)
• Demonstrates knowledge of available resources and the processes to acquire • Anticipates changes in workload requirements and advocates for resources
them; identifies and advocates for resources necessary to accomplish work unit well in advance of when they are needed.
activities or projects. • Identifies alternative resources and actively assists others in using resources
• Uses resources in an efficient and effective manner that safeguards against more efficiently.
fraud, waste, and abuse. • Suggests flexible and innovative approaches to stretch limited resources.
• Promotes workplace safety and security by demonstrating correct behaviors
and reinforcing proper procedures with others.
Pay Band 4
Expected Enhanced (Additions at this level.)
• Demonstrates knowledge of available resources and the processes to acquire • Anticipates changes in workload requirements and advocates for resources
them; identifies and effectively advocates for the resources necessary to meet well in advance of when they are needed.
work unit objectives. • Balances competing resource requirements to ensure alignment with mission
• Actively contributes to resource planning efforts and competently defends objectives.
resource requirements. • Identifies alternative resources and actively assists others in using resources
• Ensures that resources are used effectively and efficiently and safeguards more efficiently.
against fraud, waste, and abuse. • Devises and implements flexible and innovative approaches to stretch limited
• Promotes workplace safety and security by demonstrating correct behaviors resources, resulting in greater contributions to the organization.
and reinforcing proper procedures with others.

Contributing Factors CF - 21
Handouts Contributing Factors

NSPS Contributing Factors with Associated Descriptors

All Supervisors and Selected Employees in the Technician/Support Pay Schedule


Contributing Factor – Leadership
• Seeks out and capitalizes on opportunities to help the organization accomplish its mission and objectives and move toward its long-
term vision.
• Communicates a vision for work unit, translating broad organizational goals into concrete objectives, plans, priorities, and
assignments with special emphasis on agency affirmative employment program objectives and support programs.
• Effectively assigns, coordinates, and monitors the work of others.
Work Behaviors: • Provides timely and constructive feedback (formal or informal) to others.
• Develops others through motivation, mentoring, and coaching.
• Fosters an environment that facilitates a high performing workforce and models a high standard of performance for others.
• Demonstrates a commitment to EEO thru the integration of EEO into mission accomplishment, accountability for progress in
identification and elimination of barriers to a representative workforce, proactive prevention of unlawful discrimination, and efficient,
responsive, and legally compliant disposition of allegations of discrimination.
Pay Band 2
Expected Enhanced (Additions at this level.)
• With guidance translates project or work unit goals into concrete work assignments for staff; • Effectively seeks out and capitalizes on opportunities for
effectively communicates goals and expectations and follows up to ensure tasks are completed the work unit to achieve significant results that support
efficiently and effectively. work unit goals.
• Appropriately considers strengths and developmental needs of subordinates in assigning work. • Actively helps staff to develop new skills and
• Provides timely and constructive feedback to staff, encouraging and soliciting employee input as competencies by encouraging them to attempt more
appropriate, to improve work products and/or services and develop their skills. difficult tasks and try new approaches.
• With guidance develops others through motivation, mentoring, coaching, and instruction.
• Creates an environment that facilitates a high performing work unit and demonstrates a high standard
of performance and ethical behavior.
• Actively supports and adheres to Merit System Principles, efforts to improve the representativeness,
and all applicable personnel policies and regulations.
Pay Band 3
Expected Enhanced (Additions at this level.)
• Translates work unit goals into concrete work assignments and objectives for staff; effectively • Effectively seeks out and capitalizes on opportunities for
communicates goals and expectations and follows up to ensure tasks are completed efficiently and the work unit to achieve significant results that support
effectively. organizational goals.
• Appropriately considers strengths and developmental needs of subordinates in assigning work. • Actively helps staff to identify their own developmental
• Provides timely and constructive feedback to staff, encouraging and soliciting employee input as needs and provides challenging assignments to address
appropriate, to improve work products and/or services and develop their skills. those needs.
• Develops others through motivation, mentoring, coaching, and instruction.
• Creates an environment that facilitates a high performing work unit and demonstrates a high standard
of performance and ethical behavior.
• Actively supports and adheres to Merit System Principles, efforts to improve the representativeness,
and all applicable personnel policies and regulations.

CF - 22 Contributing Factors
Contributing Factors Handouts

NSPS Contributing Factors with Associated Descriptors

Contributing Factors CF - 23
Handouts

This page intentionally left blank.

CF - 24 Contributing Factors
Performance Indicators Handouts

NSPS Performance Indicators with Associated Descriptors

Technician/Support Pay Schedule (Non-Supervisors)


BAND 1
Use For: Standard Technician/Support (YB) – PB1, Scientific/Engineering Technician/Support (YE) – PB1, Medical Technician/Support (YI) – PB1, Fire
Protection (YL) – PB1, Police/Security Guard (YM) – PB1, Student (YP) with base salary $16,352 - $31,209
Level 3 Level 5 (Additions at this level.)
• With supervision, effectively completed assigned job objective and work • Achieved outcomes and results that are superior in quality, quantity,
assignments; ensured completed work adhered to given instructions and timeliness and/or impact to what would ordinarily be expected at this
standards. level.
• In achieving job objectives and work assignments adhered to work/project • Contributed to organizational performance well beyond what is
schedules and prioritized work tasks; adjusted scheduled activities as directed expected.
to achieve desired results.
BAND 2
Use For: Standard Technician/Support (YB) – PB2, Scientific/Engineering Technician/Support (YE) – PB2, Medical Technician/Support (YI) – PB2, Fire
Protection (YL) – PB2, Police/Security Guard (YM) – PB2, Student (YP) with base salary $31,210 – $60,0491
Level 3 Level 5 (Additions at this level.)
• Effectively completed job objectives and work assignments, anticipating and • Achieved outcomes and results that are superior in quality, quantity,
overcoming obvious obstacles; ensured completed work is timely and adheres timeliness and/or impact to what would ordinarily be expected at this
to applicable standards, policies, procedures, and guidelines. level.
• In achieving job objectives and work assignments adhered to work/project • Persisted in overcoming obstacles and puts forth extra effort to
schedules; organizes or prioritizes own tasks to complete assignments in an accomplish difficult assignments.
effective and efficient manner; adjusted own work priorities to achieve desired • Contributed to organizational performance well beyond what is
results. expected.
• Demonstrated high standards of personal and professional conduct and
performance.
BAND 3
Use For: Standard Technician/Support (YB) – PB3, Scientific/Engineering Technician/Support (YE) – PB3, Medical Technician/Support (YI) – PB3, Fire
Protection (YL) – PB3
Level 3 Level 5 (Additions at this level.)
• Effectively completed job objectives and work assignments. • Achieved outcomes and results that are superior in quality, quantity,
• Completed work that supports unit-related objectives, anticipating and timeliness and impact to what would ordinarily be expected at this
overcoming obstacles; ensures completed work is accurate, thorough, level.
documented, and meets applicable instructions, authorities, standards, policies, • Contributed to organizational performance well beyond what is
procedures, and guidelines. expected. Exhibited the highest standards of professionalism.
• Organized, prioritizes, and schedules own and/or other’s work activities to
complete assignments in a timely and effective manner; adjusts priorities to
respond effectively to changing situations.
• Demonstrated high standards of personal and professional conduct and
models a high standard of performance for others.

1
Depending on position, Students with base salary $31,210 – $60,049 may also use the Performance Indicator for Professional/Analytical 1.

Performance Indicators PI - 1
Handouts Performance Indicators

NSPS Performance Indicators with Associated Descriptors

Technician/Support Pay Schedule (Non-Supervisors)


BAND 4
Use For: Scientific/Engineering Technician/Support (YE) – PB4, Fire Protection (YL) – PB4
Level 3 Level 5 (Additions at this level.)
• Effectively completed job objectives and work assignments. • Achieved outcomes and results that are superior in quality, quantity,
• Completed work that supports mission-related objectives, anticipating and timeliness and impact to what would ordinarily be expected at this
overcoming difficult obstacles; ensures completed work is accurate, thorough, level.
documented, and in alignment with the mission and objectives of the • Persisted in overcoming obstacles and puts forth extra effort to
organization as well as applicable instructions, authorities, standards, policies, accomplish difficult assignments.
procedures, and guidelines. • Contributed to organizational performance well beyond what is
• In achieving job objectives and work assignments established priorities and expected.
oversaw the coordination of work across multiple projects, effectively balanced • Exhibited the highest standards of professionalism.
competing work demands to ensure a positive outcome; makes adjustments to
priorities and schedules to effectively respond to changing work situations or
demands.
• Demonstrated high standards of personal and professional conduct and
models a high standard of performance for others.

PI - 2 Performance Indicators
Performance Indicators Handouts

NSPS Performance Indicators with Associated Descriptors

Professional/Analytical Pay Schedule (Non-Supervisors)


BAND 1
Use For: Standard Professional/Analytical (YA) – PB1, Scientific/Engineering Professional (YD) – PB1, Medical Professional (YH) – PB1,
Investigative (YK) – PB1, Student (YP) with base salary $31,210 – $60,0492
Level 3 Level 5 (Additions at this level.)
• With guidance, effectively achieved the stated objective. • Contributed results beyond what was expected; results were far
• With guidance, organized and prioritized own tasks to deliver the superior in quality, quantity, timeliness and/or impact to the
objective, adjusting work plans and overcoming obstacles as necessary. stated objective.
• Demonstrated high standards of personal and professional conduct and • Exhibited the highest standards of professionalism.
represented the organization or work unit effectively.
BAND 2
Use For: Standard Professional/Analytical (YA) – PB2, Scientific/Engineering Professional (YD) – PB2, Medical Professional (YH) – PB2,
Investigative (YK) – PB2, Physician/Dentist (YG) – PB2
Level 3 Level 5 (Additions at this level.)
• Effectively achieved the stated objective, anticipating and overcoming • Contributed results beyond what was expected; results were far
significant obstacles. Adapts established methods and procedures when superior in quality, quantity, and/or impact to the stated objective
needed. to what would be expected at this level.
• Results were technically sound, accurate, thorough, documented, and • Exhibited the highest standards of professionalism.
met applicable authorities, standards, policies, procedures and
guidelines.
• Planned, organized prioritized, and scheduled own work activities to
deliver the objective in a timely and effective manner, making
adjustments to respond to changing situations and anticipating and
overcoming difficult obstacles as necessary.
• Demonstrated high standards of personal and professional conduct and
represented the organization or work unit effectively.
BAND 3
Use For: Standard Professional/Analytical (YA) – PB3, Scientific/Engineering Professional (YD) – PB3, Medical Professional (YH) – PB3,
Investigative (YK) – PB3, Physician/Dentist (YG) – PB3
Level 3 Level 5 (Additions at this level.)
• Effectively delivered an objective with broad and significant impact that • Contributed results beyond what was expected in the face of
was in alignment with the mission and objectives of the organization as highly difficult obstacles; results were far superior in quality,
well as applicable authorities, standards, policies, procedures and quantity, and/or impact to the stated objective to what would be
guidelines anticipating and overcoming significant obstacles. Adapts expected at this level.
established methods and procedures when needed. • Created new and innovative methods and processes that
• Established priorities and coordinated work across projects, programs or contributed significantly to the success of the organization.
people, effectively balancing work demands and anticipating and • Exhibited the highest standards of professionalism.
overcoming difficult obstacles to achieve a timely and positive outcome. • Accomplishments and outcomes were of such magnitude that
• Demonstrated high standards of professional conduct and represented they contributed to the organization exceeding its mission goals
the organization or work unit effectively. and objectives for the year.

2
Depending on position, Students with base salary $31,210 – $60,049 may also use the Performance Indicator for Technician/Support 2.

Performance Indicators PI - 3
Handouts Performance Indicators

NSPS Performance Indicators with Associated Descriptors

Supervisors
BAND 1
• Use For the following Pay Schedule for those who perform supervisory duties and base salaries $46,189 -$60,049: Standard
Technician/Support (YB), Scientific/Engineering Technician/Support (YE), Medical Technician/Support (YI), Fire Protection (YL)

• Also Use For: Standard Supervisors (YC) – PB1, Scientific/Engineering Supervisors (YF) – PB1, Medical Supervisors (YJ) – PB1,
Investigative/Protective Services Supervisors (YN) – PB 1
Level 3 Level 5 (Additions at this level.)
• With guidance, effectively achieved the stated objective. • Contributed business results beyond what was expected; results were
• With guidance, organized and prioritized own tasks to deliver the objective, far superior in quality, quantity, and/or impact to the stated objective.
adjusting work plans and overcoming obstacles as necessary. • Supervisory contributions were exemplary and the results achieved
• As directed, translated project or team goals into objectives and work went well beyond what was expected in terms of quality, quantity,
assignments for others; followed up to ensure tasks were completed effectively timeliness and/or impact.
and in a timely manner. • Proactive and innovative in instituting measures to foster increased
• With guidance, achieved expected results by effectively carrying out all productivity, safety and harmonious relations within the workplace.
established supervisory responsibilities. • Exhibited the highest standards of professionalism.
• As directed, maintained a productive, safe and harmonious workplace by • Within defined parameters recognizes issues or problems and
responding promptly and effectively to employee misconduct, prohibited identifies patterns or trends with EEO and/or Affirmative Action
discrimination, harassment, deficient performance, etc. implications.
• Demonstrated high standards of personal and professional conduct and
represented the organization or work unit effectively.
• Ensured EEO policy statements are prominently posted in work areas.
• Required EEO-related employee training is completed, as directed.
• With guidance, demonstrated efforts to resolve allegations of discrimination and
work place dissatisfactions at the lowest level.

PI - 4 Performance Indicators
Performance Indicators Handouts

NSPS Performance Indicators with Associated Descriptors

Supervisors
BAND 2
• Use For the following Pay Schedule for those who perform supervisory duties and base salaries $60,050 - $71,965: Standard
Technician/Support (YB), Scientific/Engineering Technician/Support (YE), Medical Technician/Support (YI), Fire Protection (YL)

• Also Use For: Standard Supervisors (YC) – PB2, Scientific/Engineering Supervisors (YF) – PB2, Medical Supervisors (YJ) – PB2,
Investigative/Protective Supervisors (YN) – PB2
Level 3 Level 5 (Additions at this level.)
• Effectively achieved the stated objective that was technically sound, accurate, • Contributed business results beyond what was expected; results were
thorough, documented, and met applicable authorities, standards, policies, far superior in quality, quantity, and/or impact to the stated objective.
procedures, and guidelines. • Supervisory contributions were exemplary and the results achieved
• Planned, organized, prioritized, and scheduled own work activities to deliver the went well beyond what was expected in terms of quality, quantity,
objective in a timely and effective manner, making adjustments to respond to timeliness and/or impact.
changing situations and anticipating and overcoming difficult obstacles as • Proactive and innovative in instituting measures to foster increased
necessary. productivity, safety and harmonious relations within the workplace.
• Provided clear guidance to others by translating organizational goals into • Exhibited the highest standards of professionalism.
concrete objectives, plans, priorities, and assignments for work unit members; • Identified and utilized innovative and/or creative methods that
coordinated work activities and proactively monitored progress to ensure tasks accomplish current work and support overall Human Capital Strategic
were completed efficiently and effectively. Goals, inclusiveness and the accommodation of disabilities.
• Achieved expected results by effectively carrying out all established
supervisory responsibilities.
• Maintained a productive, safe and harmonious workplace by responding
promptly and effectively to employee misconduct, prohibited discrimination,
harassment, deficient performance, etc.
• Demonstrated high standards of personal and professional conduct and
represents the organization or work unit effectively.
• Ensured EEO policy statements are prominently posted in work areas and on
organization websites.
• Required EEO-related employee training is completed.
• Ensure open, transparent, and objective merit selection factors.
• Identified and eliminated conditions and non-merit factors that contribute to
barriers to employment opportunities where applicable.
• Demonstrated efforts to resolve allegations of discrimination and work place
dissatisfactions at the lowest level and supported/guided subordinate
supervisors (if any) to do the same.

Performance Indicators PI - 5
Handouts Performance Indicators

NSPS Performance Indicators with Associated Descriptors

Supervisors
BAND 3
Use For: Standard Supervisors (YC) – PB3, Scientific/Engineering Supervisors (YF) – PB3, Medical Supervisors (YJ) – PB3 AND PB4,
Physician/Dentist (YG) with supervisory duties – PB3
Level 3 Level 5 (Additions at this level.)
• Effectively delivered an objective with broad and significant impact that was in • Contributed business results beyond what was expected; results were
alignment with the mission and objectives of the organization as well as far superior in quality, quantity, and/or impact to the stated objective.
applicable authorities, standards, policies, procedures, and guidelines. • Supervisory contributions were exemplary and the results achieved
• Established priorities and coordinated work across projects, programs, or went well beyond what was expected in terms of quality, quantity,
people, effectively balancing competing work demands and anticipating and timeliness and/or impact.
overcoming difficult obstacles to achieve a timely and positive outcome. • Proactive and innovative in instituting measures to foster increased
• Provided clear guidance to others by translating organizational vision and goals productivity, safety and harmonious relations within the workplace.
into concrete objectives, strategies, plans, priorities, and assignments; Accomplishments and outcomes were of such magnitude that they
coordinated work activities and proactively monitored progress to ensure that contributed to the organization exceeding its mission goals and
the goals were achieved. objectives for the year.
• Achieved expected results by effectively carrying out all established • Exhibited the highest standards of professionalism.
supervisory responsibilities. • Allocates adequate staff, and fiscal resources in support of EEO and
• Maintained a productive, safe and harmonious workplace by responding workforce diversity programs.
promptly and effectively to employee misconduct, prohibited discrimination, • Participate personally in identification and recruitment for vacancies in
harassment, deficient performance, etc. under represented positions and encourage subordinate supervisors
• Demonstrated high standards of personal and professional conduct and (if any) do the same.
represents the organization or work unit effectively. • Encourage and foster organizational use of problem solving and
• Develops organizational EEO policies and communicates policies that promote alternate dispute resolution processes.
a workplace free from harassment and intolerance • Identifies and utilizes innovative and/or creative methods that
• Ensure open, transparent, and objective merit selection factors and ensure that accomplish current work and provide long range support for Human
subordinate supervisors (if any) do the same. Capital Strategic Goals, inclusiveness and the accommodation of
• Reviews allegations and complaints of discrimination for patterns and initiates persons with disabilities.
corrective actions as appropriate.
• Ensures reasonable workforce accommodation and access to information,
services, facilities and programs for all employees, applicants for employment,
and the general public.

PI - 6 Performance Indicators
Student Employment and Experience Programs Handouts

Student Educational Employment Programs (SEEP)

There is only one pay band for employees covered by the Student Educational Employment
Program (SEEP). This pay band encompasses the full range of SEEP work within the
Department of Defense. In accordance with the provisions of Subchapter 1920
Classification, all positions which meet the provisions of Subchapter 1920 Classification
SC1920.7.6. are assigned to pay band 1. All student employees are classified in the YP Pay
Schedule and Pay Band 1. The determination for mapping performance is driven by salary,
competencies, education, experience and type of work. For salaries $16,352 through
$31,209, SEEPs will be mapped to YB1 descriptors. These descriptors will be used because
of the assumed skill set and experience associated with that salary. For salaries $31,210
through $60,049 the type of work will determine whether the SEEP is mapped at YA1 or
YB2. When determining the type of work, you need to consider whether the work is
professional, analytic, or technician support.

The term professional refers to positions that have a positive educational requirement.
Typically the education required for professional work can be gained only through
completion of a specified curriculum at a recognized college or university.

Occupations that are analytical perform work involving judgment, discretion, and personal
responsibility. Although analytical positions do not require specialized education, the types
of skills required are often gained through college level education or equivalent experience.

Technician and support occupations typically provide support to professional or analytical


occupations, following established methods and procedures. The work may range from
clerical processes to limited or procedural analysis and fact-finding, which does not require
the same judgment as analytical and professional occupations. The work requires a practical
knowledge of the program area or functional assignment but does not have a positive
education requirement.

The NSPS Performance Management System – Guide for Determining Appropriate


Performance Indicators can assist you in making this determination.

Student Employment and Experience Programs SEEP - 1


Student Employment and Experience Programs Handouts

This page intentionally left blank.

Student Employment and Experience Programs SEEP - 2


Performance Plan Conversation Role Play – Employee Handout

PERFORMANCE PLAN CONVERSATION ROLE PLAY – EMPLOYEE

BACKGROUND
You are an Information Technology Specialist. You have been in your current
position for the last 7 years and have reported to the same supervisor for the past 3
years. You believe your performance over that time has consistently met or exceeded
expectations. You enjoy your work the most when you work alone and when you
have enough time to do things the way they ought to be done.
Your relationship with your supervisor has almost always been positive. You had one
incident a year ago where you missed submitting a status report for a project you were
working on, which led to some delays and upset your supervisor and the customer.

SCENARIO
In preparation for your Performance Plan conversation, your supervisor has
communicated the following organizational goals to you:

Organizational Goals

• Develop and implement new NSPS Performance Management Online application


by June 1, 2006.
• Migrate all department-managed voice communications systems to Voice over
Internet Protocol (VoIP) by March 1, 2007.
• Improve security ratings for all department-managed data networks by September
30, 2006.
• Increase satisfaction ratings for all internal/external customer interactions by
September 30, 2006.

As requested by your supervisor, you have drafted your job objectives and identified
Contributing Factors, as follows:

Performance Management for Managers/Supervisors Employee Handouts-1


Handout Performance Plan Conversation Role Play - Employee

PERFORMANCE PLAN CONVERSATION ROLE PLAY – EMPLOYEE

Objective Contributing Factors

1 By January 31, obtain customer sign-off on System Technical Proficiency,


Requirements Document for NSPS Performance Customer Focus
Management Online.

2 By February 28, program Rating Module for NSPS Technical Proficiency


Performance Management Online application based
on customer requirements.

3 By March 30, complete unit testing of Rating Module Technical Proficiency


for NSPS Performance Management Online
application.

4 By April 30, assist with system and integration testing Technical Proficiency,
of all Modules for NSPS Performance Management Cooperation/Teamwork
application.

5 For the duration of the NSPS Performance Technical Proficiency,


Management Online application project, prepare and Communication
submit a weekly status report.

6 By December 31, complete analysis of security risks Technical Proficiency,


for 3 of 5 department-managed data networks. Critical Thinking

7 By June 30, submit preliminary analysis and Technical Proficiency,


recommendations for network hardware upgrades Resource Management
needed to support migration of department-managed
voice communications systems to VoIP.

You are excited about working on the NSPS Performance Management Online
application. At the same time, you are concerned about the project timeline and about
the customer’s changing requirements. You believe you have the necessary skills and
experience for the project, but you have doubts that you can meet the expressed
deadlines and still do the kind of quality work you like to do and that others have
come to expect. You are also excited about working on the network security and
VoIP projects. You have some experience working in these areas, but not a lot, and
you are looking forward to expanding your knowledge and technical expertise.
Toward that end, you have selected two technical training courses (one on network
security, one on VoIP) you feel you need if you are to achieve these objectives.

Employee Handouts-2 Performance Management for Managers/Supervisors


Performance Plan Conversation Role Play – Supervisor Handout

PERFORMANCE PLAN CONVERSATION ROLE PLAY – SUPERVISOR

BACKGROUND
Your employee is an Information Technology Specialist. The employee has been in
his/her current position for the last 7 years and has reported to you for the past 3
years. The employee’s performance over that time has consistently met expectations,
exceeding expectations only occasionally. The employee tends to work slowly and
methodically, and prefers to work alone.
Your relationship with the employee has almost always been positive. You had one
incident a year ago where the employee fell behind on a project and failed to
communicate status which caused significant delays and customer dissatisfaction.

SCENARIO
In preparation for your Performance Plan conversation with the employee, you
communicated the following organizational goals:

Organizational Goals

• Develop and implement new NSPS Performance Management Online application


by June 1, 2006.
• Migrate all department-managed voice communications systems to Voice over
Internet Protocol (VoIP) by March 1, 2007.
• Improve security ratings for all department-managed data networks by September
30, 2006.
• Increase satisfaction ratings for all internal/external customer interactions by
September 30, 2006.

As requested, the employee drafted job objectives and selected Contributing Factors,
as follows:

Performance Management for Managers/Supervisors Supervisor Handouts-1


Handout Performance Plan Conversation Role Play - Supervisor

PERFORMANCE PLAN CONVERSATION ROLE PLAY – SUPERVISOR

Objective Contributing Factors

1 By January 31, obtain customer sign-off on System Technical Proficiency,


Requirements Document for NSPS Performance Customer Focus
Management Online.

2 By February 28, program Rating Module for NSPS Technical Proficiency


Performance Management Online application based
on customer requirements.

3 By March 30, complete unit testing of Rating Module Technical Proficiency


for NSPS Performance Management Online
application.

4 By April 30, assist with system and integration testing Technical Proficiency,
of all Modules for NSPS Performance Management Cooperation/Teamwork
application.

5 For the duration of the NSPS Performance Technical Proficiency,


Management Online application project, prepare and Communication
submit a weekly status report.

6 By December 31, complete analysis of security risks Technical Proficiency,


for 3 of 5 department-managed data networks. Critical Thinking

7 By June 30, submit preliminary analysis and Technical Proficiency,


recommendations for network hardware upgrades Resource Management
needed to support migration of department-managed
voice communications systems to VoIP.

You have noted that there are too many objectives, that some are not SMART, and
that some are not objectives at all but rather tasks or activities. You have also noted
that the employee has selected Technical Proficiency as a Contributing Factor for
every objective.
While this employee has consistently met expectations in the past, you would like to
see the employee contributing at a higher level in the new rating cycle – partly because
of increased demands on your department, partly because you’ve always wanted more
from this employee, partly because you are aware that this employee’s compensation
is above that of others in the department.

Supervisor Handouts-2 Performance Management for Managers/Supervisors


Performance Plan Conversation Role Play – Supervisor Handout

PERFORMANCE PLAN CONVERSATION ROLE PLAY – SUPERVISOR

You have assigned development and testing of the Rating Module for the new NSPS
Performance Management Online application to this employee. You are aware of the
tight timelines and other challenges for this project, but you don’t see those challenges
as insurmountable.
You believe that communication and teamwork are critical to the successful
accomplishment of the job objectives; therefore, you want to assign them as
Contributing Factors.

Performance Management for Managers/Supervisors Supervisor Handouts-3


Performance Plan Conversation Role Play – Observer Handout

PERFORMANCE PLAN CONVERSATION ROLE PLAY – OBSERVER

Directions:
1. Review the Performance Plan Conversation Role Play for the supervisor and
for the employee.
2. Review the Performance Plan Conversation Role Play observation sheet and
become familiar with the required topics and tips for conducting the
performance plan conversation.
3. During the role play, look for the required topics and tips for conducting this
conversation. Check the appropriate box when the topic is discussed or the
behavior is exhibited.
4. Using this checklist as a starting point, write out specific examples of what the
supervisor or employee did well and what they could have done differently.
5. Provide feedback to the participant playing the role of the supervisor. What
was done well? What could have been done differently? What topics were not
discussed that should have been? What tips were used most effectively?

Provide specific examples of what went well and what could have been done
differently.

What went well?

What could have been done differently?

Performance Management for Managers/Supervisors Observer Handouts-1


Handout Performance Plan Conversation Role Play - Observer

PERFORMANCE PLAN CONVERSATION ROLE PLAY –


OBSERVATION CHECKLIST

Supervisor: Performance Plan Topics and Tips

Did the supervisor discuss the required topics?

Organizational goals

Work priorities

Contributing Factors

Job objectives

Did the supervisor discuss any of the optional topics?

Developmental Needs

Potential Barriers to Success

Tasks

Timelines/Milestones

Did the supervisor use these tips for conducting the conversation?

Was the supervisor open to the employee’s input and


ideas? Did he/she make the final decision on the
objectives?

Did the employee have concerns about barriers or other


unknowns? If so, was the supervisor open to the
employee’s concerns?

Did the supervisor discuss his/her own objectives and


share with the employee how their individual objectives
are connected?

Observer Handouts-2 Performance Management for Managers/Supervisors


Performance Plan Conversation Role Play – Observer Handout

Performance Management for Managers/Supervisors Observer Handouts-3


Interim Review Conversation Role Play – Employee Handout

INTERIM REVIEW CONVERSATION ROLE PLAY - EMPLOYEE

BACKGROUND
As a result of your Performance Planning conversation with your supervisor, you took
on the following three objectives:

Objective Contributing Factors

1 By April 30, complete development and testing of the Technical Proficiency,


Rating Module for the NSPS Performance Customer Focus,
Management Online application. Fully-tested product Communication
must meet all requirements specified in the System
Requirements Document. Fulfillment of this objective
will facilitate the on-time implementation of the entire
NSPS Performance Management Online application.

2 By June 30, submit recommendations for network Technical Proficiency,


hardware upgrades needed to support migration of Resource Management,
department-managed voice communications systems Critical Thinking
to VoIP. Report to include preliminary estimates of
cost and hours required to implement. Fulfillment of
this objective is a necessary first-step toward achieving
the department’s goal of migrating all department-
managed voice communications systems to VoIP by
March 1, 2007.

3 Represent department on division-wide Customer Customer Focus,


Focus Task Force through September 30, 2006. Attend Communication,
90% of semi-weekly meetings and submit all data and Cooperation/Teamwork
reports as requested. Fulfillment of this objective will
contribute toward achieving the department’s goal of
increasing satisfaction ratings for all internal/external
customer interactions by September 30, 2006.

Performance Management for Managers/Supervisors Employee Handouts-1


Handout Interim Review Conversation Role Play – Employee

INTERIM REVIEW CONVERSATION ROLE PLAY - EMPLOYEE

SCENARIO
During your Performance Plan conversation, you and your supervisor agreed to meet
monthly to discuss your work. Your supervisor has kept that agreement, although
he/she cancelled on one occasion and did not reschedule the meeting. Your
supervisor has provided feedback at other times over the past months, sometimes in
meetings in front of co-workers.
You are doing well on your VoIP Migration and Customer Focus job objectives. As
you expected, however, you have encountered numerous challenges with your NSPS
job objective. The customer continues to change requirements for the system, and
that has caused numerous changes to the project plan.
Your goals for this conversation:

• Because the NSPS project is consuming so much of your time, you have missed
three Customer Focus Task Force meetings in the past three months. If possible,
you would like to hand-off this objective to someone else in the department who
can give it more attention.

• You want approval to attend a technical training course on VoIP. You discussed
this with your supervisor at your Performance Plan meeting, and you are mildly
frustrated that he/she has not yet approved your request.

• You want a rating on your progress so far, just so you know where you stand at
the moment.

Employee Handouts-2 Performance Management for Managers/Supervisors


Interim Review Conversation Role Play – Supervisor Handout

INTERIM REVIEW CONVERSATION ROLE PLAY - SUPERVISOR

BACKGROUND
As a result of your Performance Planning conversation with your employee, he/she
took on the following three objectives:

Objective Contributing Factors

1 By April 30, complete development and testing of the Technical Proficiency,


Rating Module for the NSPS Performance Customer Focus,
Management Online application. Fully-tested product Communication
must meet all requirements specified in the System
Requirements Document. Fulfillment of this objective
will facilitate the on-time implementation of the entire
NSPS Performance Management Online application.

2 By June 30, submit recommendations for network Technical Proficiency,


hardware upgrades needed to support migration of Resource Management,
department-managed voice communications systems Critical Thinking
to VoIP. Report to include preliminary estimates of
cost and hours required to implement. Fulfillment of
this objective is a necessary first-step toward achieving
the department’s goal of migrating all department-
managed voice communications systems to VoIP by
March 1, 2007.

3 Represent department on division-wide Customer Customer Focus,


Focus Task Force through September 30, 2006. Attend Communication,
90% of semi-weekly meetings and submit all data and Cooperation/Teamwork
reports as requested. Fulfillment of this objective will
contribute toward achieving the department’s goal of
increasing satisfaction ratings for all internal/external
customer interactions by September 30, 2006.

Performance Management for Managers/Supervisors Supervisor Handouts-1


Handout Interim Review Conversation Role Play – Supervisor

INTERIM REVIEW CONVERSATION ROLE PLAY - SUPERVISOR

SCENARIO
During your Performance Plan conversation, you and your employee agreed to meet
monthly to discuss his/her work. You have kept that agreement, although you
cancelled on one occasion due to illness and did not reschedule the meeting. You
have provided feedback regularly over the past months, both in person and in
meetings.
The employee is doing well on his/her VoIP Migration and Customer Focus job
objectives. You are aware, however, that the employee is struggling with the NSPS job
objective due to changing customer requirements and his/her own high quality
standards.
Your goals for this conversation:

• You value the employee’s focus on quality, but you want to talk with him/her
about the need to balance that focus with “getting the work done.” The 80/20
rule would apply here.

• A new organizational goal has just been announced, and your department will now
take the lead on developing and implementing a new time entry application by
January 1, 2007. You want this employee to take the lead on this new project, and
you are considering reassigning the employee’s VoIP Migration objective to a co-
worker.

Supervisor Handouts-2 Performance Management for Managers/Supervisors


Interim Review Conversation Role Play – Observer Handout

INTERIM REVIEW CONVERSATION ROLE PLAY - OBSERVER

Directions:
1. Review the Interim Review Conversation Role Play for the supervisor and for
the employee.
2. Review the Interim Review Conversation Role Play observation sheet and
become familiar with the required topics and tips for conducting the
performance plan conversation.
3. During the role play, look for the required topics and tips for conducting this
conversation. Check the appropriate box when the topic is discussed or the
behavior is exhibited.
4. Using this checklist as a starting point, write out specific examples of what the
supervisor or employee did well and what they could have done differently.
5. Provide feedback to the participant playing the role of the supervisor. What
was done well? What could have been done differently? What topics were not
discussed that should have been? What tips were used most effectively?

Provide specific examples of what went well and what could have been done
differently.

What went well?

What could have been done differently?

Performance Management for Managers/Supervisors Observer Handouts-1


Handout Interim Review Conversation Role Play – Observer

INTERIM REVIEW CONVERSATION ROLE PLAY –


OBSERVATION CHECKLIST

Supervisor: Performance Plan Topics and Tips

Did the supervisor:

Open the conversation by discussing what he/she wanted


to accomplish and why?

Clarify his/her understanding of the issues by gathering


information?

Explore ideas and option to ensure the employee is


successful?

Agree on a plan that will ensure the employee’s successful


completion of the objectives?

Close with agreement on what will be done, who will do


it and when it will be completed?

Did the supervisor discuss any of the required topics?

Progress made towards achieving objectives

New or changing organizational goals and work priorities

Adjustments to performance plan or development plan

Did the supervisor discuss any of the optional topics?

Problems solved or problems needing solution

Did the supervisor use these tips for conducting the conversation?

Provide feedback that is specific, supportive and contains


specific examples of the employee’s performance

Discuss problems the employee is encountering while


staying on track with the goals of the interim review and
not turning the review into a problem solving session.

Observer Handouts-2 Performance Management for Managers/Supervisors

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