• Demonstrates an understanding of what to do and how to do it.
• Keeps current on and uses tools, technology, and information needed to meet job challenges.
• Recognizes how job responsibilities relate to departmental, library, and university goals.
• Communicates effectively with others about job-related issues.

2. Accountability: Takes responsibility for fulfilling job duties.

• Meets attendance and punctuality guidelines.
• Demonstrates accuracy and thoroughness.
• Completes work on time.
• Follows instructions and responds to directions.
• Handles multiple responsibilities effectively.
• Acts upon performance feedback in a timely manner.

3. Communication: Ensures that key issues are addressed and that important information is shared quickly and effectively up, down, and across the department.

• Listens to others’ perspectives and ideas without interrupting.
• Helps to ensure understanding and commitment to ideas and decisions prior to implementing them.
• Shares information in an open, clear, concise, appropriate, and timely manner.
• Acknowledges and addresses problems and issues in an open, non-judgmental way.
• Demonstrates sensitivity to the concerns and viewpoints of others.
• Expresses ideas and opinions openly and candidly and encourages others to do so.
• Understands the need for confidentiality and discretion and limits communications accordingly.

4. Customer Service: Consistently demonstrates respect, responsiveness, and professionalism while providing superior service for customers, internal and external.

• Provides customers with high quality service.
• Acknowledges problems and complaints and attempts to resolve them in a timely fashion.
• Performs duties in a courteous, prompt, and professional manner.
• Complies with university confidentiality policies when dealing with customer information [May not apply to all employees].

5. Team Work: Collaborates with others to achieve common goals.

• Builds good working relationships with staff and co-workers across organizational and functional boundaries.
• Understands responsibilities as a team member; participates in making and supporting team decisions.
• Shows respect for others and values their contributions.
• Gives assistance to others and asks for assistance when necessary.
• Considers impact of actions on other units within the Library and on the University as a whole.

6. Leadership: Provides direction and motivation through open communication, encouragement, and modeling best practices.

• Demonstrates and encourages adherence to Yale University Library Values, as defined in the Library’s Strategic Plan.
• Makes effective and timely decisions and understands their impact and implications.
• Searches for new ideas and better ways of doing things.
• Builds consensus and collaborates with others to accomplish goals; acknowledges people for their contributions.
• Deals effectively with pressure and change.

7. Self-Development (mandatory for Managers and Professionals/voluntary for Clericals and Technicals): Acquires new knowledge and skills that contribute to individual and organizational growth, and may contribute to advancement of the profession.

• Enhances knowledge, skills, and abilities by attending lectures, taking classes and workshops, engaging in independent study, etc.
• Participates in library and /or professional activities such as committee work, surveys, projects, etc.
• Seeks opportunities for continuous learning.

Supervisors and Unit Heads

1. Managing Employee Performance: Communicates regularly with staff members throughout the year to set goals and offer constructive feedback about performance and advice about development opportunities.

• Ensures that staff have necessary training and tools to perform their jobs.
• Actively seeks to develop the skills of staff.
• Is available to staff as needed.
• Aligns employee goals with those of the department and library.
• Models appropriate behaviors for employees.
• Effectively motivates and coaches staff to meet goals.

2. Effective Delegation: Delegates work to increase the responsibility of staff members and to enable the department to accomplish its goals.

• Chooses appropriate staff to work on assignments.
• Distributes work equitably.
• Provides guidance when needed.
• Allows staff to manage work yet remains knowledgeable about how work is progressing.
• Sets clear and realistic expectations, particularly with regard to what the expected outcome should be, who is responsible for the final product, and what role the supervisor will play in the process.
• Recognizes the efforts of others when final product is completed.

3. Administrative and Programmatic Leadership: Provides overall direction to the work of a unit or sub-unit.

• Shares information effectively and in a timely manner to support the work of employees.
• Sets and communicates goals and expectations in a clear manner.
• Develops and implements work plans by thinking through issues at a broad level, organizing work into manageable parts, and finding and allocating resources.
• Seeks and considers input from all staff in a timely manner.
• Creates inclusive teams/groups/committees representative of the unit/department.
• Monitors and communicates progress in achieving goals.