Effective Communicator

Understands what needs to be communicated and the best way to deliver it; develops strategies to influence and build relationships to gain the respect and trust of others by adjusting the style and method of communication to specific audiences.

Customer Focused

Actively seeks first-hand information from customers; uses own ETA technical knowledge and consulting skill to go beyond customer's expressed needs; matches customers' requirements to existing products and services, and/or designs, develops and customizes additional products and services; maintains own and others' attention on internal and external customers' needs; takes personal responsibility for continuously raising the standard of customer service.

Results/Quality-Oriented

Focuses on outcomes; applies quality principles, practices and tools to provide products and services valued by the customer; seeks to maximize the value to customers of all available resources, including funds, individuals, teams, and information; considers own work in context of results achieved.

Creative Problem-Solver

Approaches a complex problem by identifying underlying issues, finding patterns and connections between them, and synthesizing them into a coherent whole; generates new ideas, multiple options and novel concepts through the use of reason and intuition and which are not limited by the status quo; guides the analysis of a problem all the way to a successful resolution, and enables the customer to do so as well.

Analytical Thinker

Understands a situation by systematically breaking it into component parts and looking for interdependence; weighs options and proposals critically and thoroughly through the use of a variety of information sources and tools (including systems thinking, data analysis techniques and technological expertise); provides rationale for and results of analysis to others.

Flexible/Adaptable To Change

Recognizes that the environment in which ETA functions is constantly changing and adjusts own approach and behavior accordingly; is confident of trying something different and is unafraid of taking risks and making mistakes; is resilient and capable of dealing with disappointments and setbacks.

Accountable & Responsible

Can be counted on others to provide timely responses to their needs; carries own weight as a member of a team; is self-directed and takes advantage of opportunities for personal growth, customer service and the attainment of ETA's goals.

Interpersonally Effective

Collaborates with and involves people inside and outside the organization; respectfully deals with customers without exhibiting condescension or superiority; considers diversity of viewpoints to be important and interacts well with diverse people and groups; defuses even high-tension situations.

Information Broker

Develops internal (ETA) and external networks for purposes of accessing information and as resources for learning; gathers, analyzes and synthesizes information from a variety of official and unofficial sources including own networks; trains, educates and actively seeks to broker this information to customers, leveraging it in a way that demonstrates the value added by ETA.

Technical Expert

Uses technical skills, knowledge of workforce development issues and programs, and experience with multiple levels of the employment and training delivery system to provide consultative services which enhance grantee's abilities to problem-solve, develop a vision, and be successful; employs professional techniques and technologies for helping ETA fulfill its broadly-defined mission; demonstrates expertise in the other competencies in this model in ways which are consistent with ETA's values and the agreed-upon Federal role.