OCH Core Competencies
The core competencies to effectively perform in this position are Delivers Great Service, Builds Strong Work Relationships and Puts Learning to Work. It is expected that these behaviours are demonstrated up to and including the specified level for each competency.
OCH DELIVERS GREAT SERVICE
OCH’s mandate is to provide safe and affordable homes, and our employees, being representative of the diversity found in the communities we serve, have an important role to play. We utilize a ONE TEAM approach to providing the best service possible, promoting a positive tenant experience, and ensuring the organization runs smoothly. This competency recognizes that regardless of the work we do, we all have clients who rely on us to understand their current and future needs and to provide quality and timely services.
LEVEL A
- Listens and shows empathy to clients.
- Adjusts and adapts communication style to be effective in a diverse workplace.
- Demonstrates effective communication with clients.
- Acknowledges and addresses client concerns and questions.
- Takes ownership of actions.
- Uses established work approaches and brings forward suggestions.
- Takes ownership of actions.
- Follows work instructions and strives for continuous improvement.
- Shows attention to detail.
- Keeps up to date on internal communications.
LEVEL B
Level A competencies + the following:
- Seeks to listen to and understand client needs and adjusts work approach accordingly.
- Identifies and discusses the additional or supplemental needs of clients.
- Seeks client feedback on service standards and program quality.
LEVEL C
Level A + B competencies + the following:
- Collaborates on solutions with the client that balances both client needs and available resources.
- Analyzes the efficiency and/or effectiveness of team results.
- Adjusts service approach based on client direction and long-term needs.
- Puts processes in place to solve problems.
LEVEL D
Level A + B + C competencies + the following:
- Champions service delivery and a culture of inclusion and belonging to improve the client and employee experience.
- Analyzes client needs based on long-term perspective, risks, and resources.
- Follows up with the team on performance and on achieving and reviewing client goals.
- Keeps team informed of team results and opportunities to improve.
- Coaches and guides team members to Deliver Great Service.
- Takes the opportunity to mentor and develop others.
OCH PUTS LEARNING TO WORK
We all experience how quickly change is happening at work – new ways of doing work, new projects and initiatives, new technologies, new work tools, new structures. Change will continue to happen and positioning ourselves to not only keep up but to influence and try out new ideas and approaches while unlearning others will be key to achieving our value of excellence. This competency recognizes that we need to be a part of a learning organization that strives for continuous improvement by learning from our mistakes, being curious, and contributing to building new and better ways of doing our work.
LEVEL A
- Shares knowledge and asks questions to learn from the unique experiences of others.
- Shows willingness to learn about business direction, diversity of clients and participate in corporate plans.
- Seeks, considers and applies feedback to improve performance.
- Leverages mistakes as learning opportunities.
- Builds understanding of the business unit work processes.
- Tries out new ways of doing things on the job.
- Participates in learning activities and corporate initiatives.
LEVEL B
Level A competencies + the following:
- Explores and identifies opportunities to improve work practices.
- Seeks out opportunities to learn and develop.
- Participates in activities to understand and build positive cultural changes that help support organizational direction.
- Encourages team members to promote acceptance, culture change and inclusion in the workplace.
LEVEL C
Level A + B competencies + the following:
- Develops plans for professional development and growth.
- Integrates team learning opportunities in an environment that fosters inclusion.
- Initiates and communicates changes to work processes and systems.
- Optimizes access to information and encourages learning and growth.
- Openly promotes team discussions to explore options for improvements.
LEVEL D
Level A + B + C competencies + the following:
- Promotes and encourages corporate learning opportunities.
- Fosters a culture of innovation and continuous improvement.
- Identifies and advances corporate learning priorities.
- Leverages available resources to deliver corporate learning plan.
- Coaches and guides team members to Put Learning to Work.
OCH Builds Strong Work Relationships
Building strong work relationships is important to foster our ONE TEAM approach. Collaborating, sharing information, demonstrating respect, and helping each other are critical to our organization’s success. This competency identifies the work behaviours that we need from each other to build effective work relationships at all levels of the organization.
LEVEL A
- Maintains an open, approachable manner.
- Gives time and energy to teamwork activities.
- Shares appropriate information and follows up on colleague inquiries.
- Participates in team discussions.
- Takes on different team roles as needed.
- Supports team decisions.
- Asks questions and seeks input from others.
LEVEL B
Level A competencies + the following:
- Actively listens and builds on the ideas of colleagues.
- Endorses the team with others.
- Demonstrates an inclusive approach by encouraging others to share their ideas and opinions.
- Offers encouragement and supports the voice of others.
- Celebrates workplace, individual and team successes and achievements.
- Works collaboratively with others to find win-win solutions.
LEVEL C
Level A + B competencies + the following:
- Explores diverse ideas, opinions, and ways of thinking.
- Focuses on the situation, issues, or behaviours, rather than the person(s) (hard on the problem, not the person).
- Applies a problem-solving mindset to tackle challenges.
- Ensures feedback and resulting action is communicated and/or acknowledged.
- Partners with other teams and stakeholders.
- Considers the impact of decisions on other individuals and teams.
- Helps team members to work through conflict and focus on a common goal.
LEVEL D
Level A + B + C competencies + the following:
- Explores and facilitates resolution of heightened levels of organizational conflict.
- Models collaboration and strong work relationships throughout the organization.
- Encourages, guides and coaches team members to Build Strong Work Relationships.
- Champions a culture of inclusion and belonging throughout the organization where everyone feels valued and can bring their authentic selves to work.
OCH Leadership Core Competencies
OCH LEADS PEOPLE
As leaders, we motivate and inspire others through our vision and actions. We encourage, guide and support through providing feedback when needed. We celebrate success, invest in relationships, and recognize work well done. This competency recognizes that leaders are coaches who are instrumental in developing, engaging and influencing employees to achieve a desired culture. Leaders also promote a workplace that is committed to employee health, safety and wellness.
LEVEL A
- Offers feedback to support development and improve performance.
- Supports others through work changes.
- Shares input and insights to generate constructive discussion of management decisions.
- Leads with empathy and compassion and fosters a culture of inclusion and belonging.
- Works to engage one’s team and identifies training opportunities.
- Models the values of the organization and leadership behaviours.
- Creates an environment where employees feel engaged to do their best work.
- Creates a safe space for discussions around mental health and wellness.
- Promotes health and safety initiatives.
LEVEL B
Level A competencies + the following:
- Sets clear expectations, monitors, and evaluates performance.
- Anticipates and identifies resource needs.
- Selects effective talent for both current and evolving needs.
- Provides timely and meaningful feedback.
- Helps employees identify their personal strengths, development needs/goals and learning opportunities.
- Supports activities that build employee competence.
- Coaches the team to achieve higher levels of performance and work as a cohesive team.
- Integrates learning in team meetings and work activities.
- Invites input and feedback from employees to optimize results.
LEVEL C
Level A + B competencies + the following:
- Encourages and coaches managers to provide timely and meaningful feedback and support their employees.
- Addresses organizational barriers that compromise team performance.
- Identifies corporate learning priorities and application to their teams.
- Evaluates team learning effectiveness and application to work goals.
- Reinforces the employee performance development processes.
- Identifies high potential employees for future advancement opportunities
LEVEL D
Level A + B + C competencies + the following:
- Initiates and leads corporate activities to engage employees in the organization’s vision and mission.
- Develops and promotes the overall People and Culture strategy to achieve our desired culture.
- Establishes and endorses required competencies.
- Promotes effective talent management practices.
- Creates a learning culture where development, performance and accountability are a priority.
- Models the values of the organization, inclusive practices and leadership behaviours.
OCH LEADS STRATEGY
As leaders, we step away from our everyday responsibilities to think with a long-term perspective, to identify business risks and opportunities and to generate ideas to advance corporate goals. We leverage management business systems and tools to advance new and innovative ideas. This competency recognizes that effective leaders contribute to building the organizational strategy and convert concepts and opportunities into realistic plans and initiatives that move the organization forward.
LEVEL A
- Shows an interest in the organization’s “big picture.”
- Identifies opportunities for business unit activities that advance the strategic goals.
- Identifies work patterns that advance or hinder business priorities.
- Promotes awareness of OCH’s commitment to Diversity, Equity and Inclusion.
- Embraces different perspectives in the process of decision making, developing projects, and programs.
LEVEL B
Level A competencies + the following:
- Discusses strategic priorities, and their relationship to the team’s work.
- Aligns work of the team to the relevant strategic priorities
- Proactively identifies opportunities for change.
- Prepares business cases and proposals to identify issues, inform decisions or develop solutions.
LEVEL C
Level A + B competencies + the following:
- Reviews the business area work plans to ensure alignment and impact to achieve the broader strategy.
- Uses relevant data analysis and inputs to define strategic priorities.
- Aligns resources and talent to strategic needs and priorities.
- Assesses overall risk and cost/benefit analysis.
- Creates contingency plans where risks are higher.
LEVEL D
Level A + B + C competencies + the following:
- Uses environmental scans to identify strategic signals, trends and change drivers.
- Articulates a clear and compelling picture of the future of the organization.
- Creates the long-term strategic direction through collaboration with stakeholders, partners, and governing bodies.
- Monitors, identifies, and evaluates risks to achieving the strategic plan.
- Adjusts actions accordingly to optimize business outcomes.
OCH LEADS RESULTS
As leaders, we accept accountability for the business results of our assigned area and the significance that our team’s collective performance and engagement play in the overall success of the organization. We effectively manage our teams and leverage management systems and tools to clarify, delegate, monitor and evaluate the short and long-term objectives of the team. This competency recognizes that leaders must anchor and guide the team to produce results.
LEVEL A
- Effectively adapts plans to evolving circumstances.
- Reviews existing work processes with colleagues to identify efficiencies and areas of opportunity.
- Plans and tracks work, appointments, and commitments.
- Meets and exceeds deadlines through efficient practices.
- Maximizes productivity while ensuring accuracy.
- Identifies and escalates quality issues.
- Uses corporate or business tools to assess and achieve results.
LEVEL B
Level A competencies + the following:
- Develops challenging and realistic project/work plans.
- Sets goals and measures team performance.
- Engages, delegates and leverages the diverse perspectives and unique capabilities of the team.
- Evaluates progress on tasks and adjusts work style as needed.
- Uses corporate or business tools to assess and execute work.
- Communicates performance and results to team and discusses opportunities for improvement.
- Celebrates work achievements.
- Assesses lessons learned and feeds back into work processes.
LEVEL C
Level A + B competencies + the following:
- Establishes priorities and key performance indicators for business goals.
- Challenges the level of thinking to achieve business solutions.
- Supports the team in persevering when faced with challenges.
- Conducts formal reviews of work initiatives and evaluates impact.
- Consults with diverse client groups to identify common issues, gaps, or opportunities to improve results.
- Makes reasonable estimates of resource needs to achieve goals or complete projects.
LEVEL D
Level A + B + C competencies + the following:
- Ensures that the pace, scope, and cost of initiatives are planned, monitored and controlled.
- Sets a corporate work plan that balances strategic risk-taking with business outcomes.
- Provide added governance on corporate high-risk projects.
- Creates organization-wide structures, processes, and systems to achieve corporate results.
- Achieves greater results by modelling and fostering an inclusive environment.