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SERVICE
FACILITATION
Please
note: This competency profile will be revised to be consistent
with the Alberta
public service competency model.
COMPETENCY
DESCRIPTION
Below
is a description of the competency as well as behaviours
typically demonstrated by high performers in each classification.
Service
Facilitation: Ensuring contracted services
are
delivered effectively to clients.
Behaviours:
|
Professional
|
Managers
|
Executive
Managers
|
| Coaches
stakeholders. |
Creates
networks. |
Works
with stakeholders to develop and maintain standards. |
Contributes
to stakeholder plans. |
| Anticipates
and responds to stakeholders' problems and needs. Educates
and trains stakeholders according to the situation
by interpreting standards, regulations and business
plan goals for them. |
Acts
as a liaison between the stakeholder and potential
resources. Develops a network of contacts for current
and future use. |
Interprets
legislation and policy in order to implement the standards
that meet policy and are achievable by stakeholders. |
Responds
to identified problems and needs and helps stakeholders
with the planning process. |
DEVELOPING
COMPETENCE IN SERVICE FACILITATION
- TIPS FOR STAFF
| Behaviour |
Ideas
for On-the-Job Competency Development
|
| Coach
stakeholders. |
- List
the key stakeholders who provide contracted services
to clients of your department or work unit. For
each one, make a list of the key standards, regulations
or other information they need to effectively
provide the service. Review this with those
stakeholders and ensure they have the necessary
resources.
- Talk
to clients and colleagues to determine any needs
or problems they perceive for stakeholders who
provide contracted services. Choose one
key need or problem. Discuss possible strategies
to address it with colleagues, clients, your
supervisor or other knowledgeable people.
|
| Create
networks. |
- Identify
your needs. Whose support, advice or cooperation
do you need or want, to be an effective liaison
between the stakeholder and the potential resources?
- Make
a list of your current network. Identify
gaps between this list and your network needs. Write
down a few ways to build that network - and review
your list in two months to assess your progress.
- Recognize
the give-and-take nature of networks. Seek
out someone who you feel could benefit by your
knowledge - offer to share your ideas and time.
- Develop
strategies for staying involved with those in
your network. Keep in touch regularly by
telephone or through informal get-togethers. Trying
setting up a system of tracking your contacts
with your network to ensure you maintain an ongoing
liaison.
|
| Work
with stakeholders to develop and maintain standards. |
- Volunteer
to work on teams involved in developing policies
or standards.
- Review
the policies and standards that apply to stakeholders
in your area. Note any questions you have
in interpreting them, and discuss these with
the resident expert.
|
| Contribute
to stakeholder plans. |
- Volunteer
to participate in any planning processes within
your department or work unit.
- arrange
some time with the people who coordinate your
department's planning process(es). Ask
them to walk you through the key steps in the
process.
- There
are good books available that explain the basics
of planning. Check in the Leadership
Development Toolkit for one and read it.
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DEVELOPING
COMPETENCE IN SERVICE
FACILITATION
- TIPS FOR SUPERVISORS
| Type
of Support |
Ideas
for
Developing Staff
|
| Coaching |
- Ensure
employees are aware of and share information
with contractors on the key standards, regulations
and other information they need to effectively
provide the service.
- Ensure
employees regularly gather feedback from clients
and service providers, and that issues are addressed.
|
| Development |
- Encourage
employee participation on teams tasked with developing
policies or standards.
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PREPARING
FOR AN INTERVIEW
- POSSIBLE QUESTIONS
-
Give
an example of where you have worked with service providers
to deliver service to clients. Describe the steps
you took to ensure clients received the quality of
services required.
-
How
would you go about ensuring clients' needs were met
in a situation where you had devolved actual service
delivery to an outside provider? Describe an
actual situation in which you have done this, if possible.
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