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1、CUSTOMERSERVICEREPRESENTATIVECOMPETENCYPROFILEGovernmentAgentsBranchFinalDraft(March4,2004)IntroductionTheBritishColumbiagovernmenthascommencedaPublicServiceRenewalinitiativewhichwilltranslateintosignificantchangeinthewaythatpeopleandtechnologyaremanaged.Theintroducti
2、onofcompetencymodelsintheBCPublicServiceisacornerstonetopromotingthegovernment'srenewalagendaandtocontributingtothestrengtheningofaprofessionalpublicservice.Competencieshelpprovidethedirectionandthegoalsformanytypesofhumanresourceprogramsincludingrecruitment,developme
3、nt,performancemanagement,andsuccessionmanagement.Theterm‘competency’isusedtodescribeaclusterofrelatedknowledge,skills,andpersonalattributesthatcontributestosuccessfuljobperformanceand,ultimately,tothegoalsandprioritiesofthegovernmentofBritishColumbia.Competenciesarety
4、picallyexpressedintermsofobservable,on-the-job,behaviors.Inthesummerof2002,theGovernmentAgentsBranchcompletedaCompetencyProfilefortheGovernmentAgentpositionwhichdetailsthekeyskills,knowledgeandbehaviorsexpectedofamanagerinthisrole.LastyeartheGovernmentAgentServicePlan
5、includedacommitmenttocompleteasimilarprofileforCustomerServiceRepresentatives.Inthefallof2003,withthehelpofthePublicServiceAgency,ateammadeupoftwoGA’sand5CSR’sbeganworkonthisproject.Uponcompletionofadraftversionoftheprofile2focusgroupswithapproximately12GA’sandCSR’sin
6、eachwereformedandmeetingswereheldinKamloopsandPrinceGeorge.Focusgroupparticipantsreviewedthedraftsforappropriatenessandclarity,providingrecommendationsforimprovement.Indevelopingandselectingthecompetenciesoutlinedinthisprofiletheprojectteamconsiderednotonlythecurrentr
7、olebutalsotheevolvingroleoftheCSR.Assuch,thisprofilesupportstheGovernmentAgentsBranchvision,mission,valuesandstrategies,aswellas,theprovincialgovernment'sclient-centeredserviceagenda.19IntroductionWhyDevelopACompetencyProfileforCSR’s?ThecompetenciesdefinedintheCustome
8、rServiceRepresentativeprofileformadatabasethatlinkstogethervarioushumanresourceactivities.IntheGovernmentAgentsBranchtheacti
