Public Sector Learning
and Development Portal

CORE
COMPETENCIES
PROFESSIONAL PATHWAYS / TECHNICAL COMPETENCIES
CORE VALUES
GOJ
Competency
Model
Records & Information Management

The effective management of internal and external communication and services in line with set policies and procedures.

Return to Office & Administrative Support Service
4 Technical Competence
external-administration-estate-planning-color-filled-outline-geotatah
Information Management
external-administration-estate-planning-color-filled-outline-geotatah
Technology and Resource Management
external-administration-estate-planning-color-filled-outline-geotatah
Proofreading and Referencing Services
external-administration-estate-planning-color-filled-outline-geotatah
Communication and Service Delivery
Professional Bands
Level 1 Essential
  • Responds promptly with courtesy, clarity and accuracy to inquiries from clients and other departments and agencies.
  • Behaves courteously to calmly acknowledge the concerns of clients who may be hostile, rude, confused and/or frustrated.
  • Creates realistic plans to achieve own deadlines and objectives and adapts own plans to take account of new priorities.
  • Facilitates exchange of information between colleagues and customers within and across agencies and departments.
  • Effectively diffuses/deescalates difficult or confrontational situations.
  • Gathers information from internal and external sources to improve own area of work and team practices.
  • Assesses plan to ensure timely completion of prescribed objectives.
  • Creates systems to ensure rapid, positive and satisfactory responses to clients.
  • Has broad knowledge of all services within an MDA and uses it to refer customers where appropriate.
  • Communicates policies and procedures to enhance other team members’ professionalism.
  • Enforces communication guidelines, procedures and protocols for the MDA.
  • Facilitates the maintenance of diplomatic relations locally and internationally.
  • Motivates administrative employees to carry out work effectively and act as a role model.
  • Identifies and closes gaps in the communication infrastructure.