Pretrial Services Agency Competencies in Treatment: Knowledge and Skills Assessment
This content outlines the competencies required in the area of treatment by pretrial services agencies. It focuses on the knowledge and skills related to substance-related treatment, mental health disorders, supervision procedures, treatment programs, regulatory knowledge, HISP monitoring policies, and organizational knowledge. The competencies include computer proficiency, interpersonal skills, teamwork, customer service orientation, group facilitation, critical thinking, adaptability, and effective communication. Different levels of performance expectations are defined for assessing proficiency in substance-related treatment, from basic clinical interviewing skills to advanced proficiency in assessing and treating individuals with substance use disorders.
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PRETRIAL SERVICES AGENCY COMPETENCIES PSO: Treatment
PSO: Treatment 2 Knowledge of Substance Related Treatment Knowledge of Mental Health Disorders and Treatment Knowledge of Supervision Procedures and Protocol Knowledge of the Treatment Program System and Regulatory Knowledge Knowledge of HISP Monitoring Policies and Procedures PSA Organizational Knowledge --HISP Program Computer Proficiency Interpersonal Skills Teamwork Customer Service Orientation Group Facilitation Initiative Conscientiousness Planning and Organizing Critical Thinking and Problem Solving Adaptability Communication
Knowledge of Substance-Related Treatment Demonstrates knowledge of the signs and symptoms of various substance-related disorders, including co-occurring substance and mental health-related disorders. . Demonstrates knowledge of the effects/impact of commonly abused illicit and prescription drugs, as well as alcohol. Understands possible behaviors and responses to expect from individuals under treatment for or suffering from substance use disorders. Understands and is able to apply various assessment tools and treatment interventions to identify and treat those with substance use disorders. Understands treatment-related terminology and protocol in order to communicate effectively with health-care providers, case managers, treatment providers, caseworkers, and other stakeholders. Demonstrates ability to create accurate and complete treatment records. Utilizes knowledge of substance use disorder treatment to work effectively with defendants and to make accurate referrals, suggestions, and recommendations. Does Not Meet Expectations Fails to demonstrate basic clinical interviewing skills and fails to recognize the basic signs and symptoms of substance use disorders; inadequately assesses or treats those with substance use disorders; fails to utilize clinical supervision or seek supervisory assistance when needed. Meets Expectations Demonstrates basic clinical interviewing skills to include asking appropriate questions, listening attentively, and giving accurate feedback to assess or treat defendants with substance use disorders; reviews appearance, gestures, motor skills, language, and behaviors to determine possible signs of a substance-related disorder; accurately recognizes and identifies the indicators of a substance-related disorder; demonstrates basic proficiency in assessing or treating those with co- occurring substance and mental health- related disorders. Exceeds Expectations Demonstrates proficiency in Motivational Interviewing and other advanced clinical interviewing skills. Demonstrates advanced knowledge, training, and experience in assessing or treating defendants with substance use disorders; demonstrates advanced proficiency in assessing or treating those with co-occurring substance and mental health-related disorders; accurately recognizes overt and subtle signs, behaviors, responses, and symptoms of both basic and more difficult to assess or treat substance- related disorders; when applicable, uses the DSM to recognize or better understand substance use or co- occurring disorders.; Goes beyond basic information and communicates understandably using advanced reference tools such as DSM, ASAM protocol, evidence based practice-related resources, etc. Frequently makes mistakes when interpreting or communicating treatment-related information; some information or communications provided to the Court, defendants, case managers, treatment providers, health- care providers, etc., is incorrect or incomplete. Is not familiar with or has difficulty selecting and correctly applying or recommending the basic and most commonly used treatment interventions. Is able to interpret and communicate clear and understandable treatment- related-information to the Court, defendants, case managers, treatment providers, health-care providers, etc. Demonstrates familiarity with and is able to select and correctly apply or recommend the basic and most commonly used treatment interventions. Is familiar with and is able to select and correctly apply or recommend the more advanced and complex treatment interventions and approaches for dealing with more challenging or complex defendants; understands differences between interventions, including when an intervention would and would not apply; can apply knowledge across a wide range of conditions.
Knowledge of Substance-Related Treatment (contd) Demonstrates knowledge of the signs and symptoms of various substance-related disorders, including co-occurring substance and mental health-related disorders. . Demonstrates knowledge of the effects/impact of commonly abused illicit and prescription drugs, as well as alcohol. Understands possible behaviors and responses to expect from individuals under treatment for or suffering from substance use disorders. Understands and is able to apply various assessment tools and treatment interventions to identify and treat those with substance use disorders. Understands treatment-related terminology and protocol in order to communicate effectively with health-care providers, case managers, treatment providers, caseworkers, and other stakeholders. Demonstrates ability to create accurate and complete treatment records. Utilizes knowledge of substance use disorder treatment to work effectively with defendants and to make accurate referrals, suggestions, and recommendations. Does Not Meet Expectations Frequently makes incorrect recommendations or referrals for treatment; Fails to correctly distinguish between treatment modalities/levels of care. Meets Expectations Makes accurate referrals, suggestions, and recommendations for treatment. Demonstrates basic understanding and ability to distinguish between treatment modalities/levels of care based on ASAM criteria. Exceeds Expectations Is able to facilitate more complex referrals requiring resources and treatment modalities more difficult to locate; demonstrates advanced understanding of and ability to distinguish between treatment modalities/levels of care (e.g. distinguishing between Advanced ASAM sub-levels of care). Is able to document, update, interpret, and/or utilize more advanced assessments and other treatment records for defendants with more complex issues; demonstrates extra effort to ensure that a defendant is appropriately assessed and re-assessed based on treatment needs and plans; serves as a resource for others with less knowledge or experience in documenting, interpreting or utilizing treatment records; consistently creates or updates treatment records ahead of schedule and/or includes especially detailed and relevant information; consistently displays extra effort when investigating or taking follow- up actions to ensure defendants needs are identified and addressed (e.g. contacting collaterals, verifying information, scheduling follow-up sessions with defendants). Conducts training for the unit, or assists the training department in doing so, on substance use disorder treatment and conditions; possesses or pursues advanced certifications and advanced licensure to more effectively assess or treat defendants with substance use disorders. Frequently omits relevant information or makes other errors when documenting, updating, interpreting, and/or utilizing assessment information and other treatment records; fails to fully and accurately document treatment status or progress; fails to create or update treatment records within the established timeframe; fails to investigate or take follow-up actions to ensure defendants treatment needs are being identified and addressed. Correctly documents, updates, interprets and/or utilizes assessment information and other treatment records (e.g. assessments, treatment plans, progress notes, adjustment to treatment remarks); fully and accurately documents defendant treatment status or progress when applicable; consistently creates or updates treatment records within the established timeframe; consistently investigates and/or takes follow up actions to ensure that defendants treatment needs are properly identified and effectively addressed. . Fails to regularly attend treatment- related training or other learning activities (e.g. reading publications, attending conferences) to increase effectiveness in assessing and/or treating defendants with substance- related disorders. Regularly attends treatment-related training and participates in other learning activities (e.g. reading publications, attending conferences) to increase effectiveness in assessing and/or treating defendants with substance-related disorders.
Knowledge of Mental Health Disorders and Treatment Recognizes behaviors and responses associated with various mental health disorders. Demonstrates familiarity with the basic medications and other common therapies used to treat mental health disorders. Demonstrates familiarity with the typical side effects of the medications commonly used to treat mental health disorders. Understands mental health treatment-related terminology and protocol in order to communicate effectively with health-care providers, case managers, treatment providers, caseworkers, and other stakeholders. Demonstrates ability to maintain accurate and complete mental health treatment records. Utilizes knowledge of mental health services system and provider network to work effectively with defendants and to make accurate referrals, suggestions, and recommendations. Does Not Meet Expectations Fails to demonstrate basic interviewing skills and fails to recognize the basic signs and symptoms of mental health disorders; inadequately assesses or case manages those with mental health disorders; fails to utilize clinical supervision or seek supervisory assistance when needed. Meets Expectations Exceeds Expectations Demonstrates proficiency in Motivational Interviewing or other advanced interviewing skills. Demonstrates advanced knowledge, training, and experience in assessing or case managing defendants with mental health disorders including those with co- occurring substance and mental health- related disorders; accurately recognizes overt and subtle signs, behaviors, responses, and symptoms of both basic and more difficult to assess or manage mental health-related disorders; when applicable, uses the DSM to recognize or better understand mental health or co- occurring disorders. Goes beyond basic information and communicates understandably using advanced reference tools such as DSM, Physician s Desk Reference, evidence based practice-related resources, etc. Demonstrates basic interviewing skills to include asking appropriate questions, listening attentively, and giving accurate feedback to assess or case manage defendants with mental health disorders; reviews appearance, gestures, motor skills, language, and behaviors to determine possible signs of a mental health-related disorder; accurately recognizes and identifies the indicators of a mental health- related disorder, including signs of decompensation; demonstrates basic proficiency in assessing or case managing those with co-occurring substance and mental health-related disorders. Frequently makes mistakes when interpreting or communicating mental health-related information; some information or communications provided to the Court, defendants, case managers, treatment providers, etc. is incorrect or incomplete. Fails to ask questions or otherwise investigate the intended action and side effects of medications used to treat those with mental health disorders. Is able to interpret and communicate clear and understandable mental health-related- information to the Court, defendants, case managers, treatment providers, etc. Asks questions or otherwise investigates the intended action and side effects of medications used to treat those with mental disorders. Ask questions and investigates thoroughly the intended action and side effect of medication used to treat those with mental health disorders and uses knowledge in his/her communications and case management recommendations and referrals, and when educating others. Is able to draw accurate conclusions regarding need for mental health services and SSU eligibility and/or make effective referrals or suggestions for services in more complex cases and for defendants requiring more difficult to locate services. Frequently makes errors when determining need for mental health services or when determining SSU eligibility and/or fails to make effective referrals or suggestions for services. Draws accurate conclusions regarding need for mental health services and SSU eligibility and/or makes effective referrals or suggestions for services.
Knowledge of Mental Health Disorders and Treatment (contd) Recognizes behaviors and responses associated with various mental health disorders. Demonstrates familiarity with the basic medications and other common therapies used to treat mental health disorders. Demonstrates familiarity with the typical side effects of the medications commonly used to treat mental health disorders. Understands mental health treatment-related terminology and protocol in order to communicate effectively with health-care providers, case managers, treatment providers, caseworkers, and other stakeholders. Demonstrates ability to maintain accurate and complete mental health treatment records. Utilizes knowledge of mental health services system and provider network to work effectively with defendants and to make accurate referrals, suggestions, and recommendations. Does Not Meet Expectations Frequently omits relevant information or makes other errors when documenting, updating, interpreting, and/or utilizing assessment/testing information and other mental health treatment records; fails to fully and accurately document mental health treatment compliance or progress when applicable; fails to create or update mental health related case management records within the established timeframe; fails to investigate or take follow-up actions to ensure defendants mental health service needs are being identified and addressed. Meets Expectations Exceeds Expectations Is able to document, update, interpret, and/or utilize more advanced assessments/testing and other mental health treatment records for defendants with more complex issues; serves as a resource for others with less knowledge or experience in documenting, interpreting or utilizing mental health treatment records; consistently creates or updates mental health treatment records ahead of schedule and/or includes especially detailed and relevant information; consistently displays extra effort when investigating or taking follow- up actions to ensure defendants needs are identified and addressed (e.g. contacting collaterals, verifying information, scheduling follow-up sessions with defendants). Conducts training for the unit, or assists the training department in doing so, on mental health disorders, the assessment or case management of defendants with mental health disorders, or related topics Correctly documents, updates, interprets and/or utilizes assessment/testing information and other mental health treatment records (e.g. assessments, compliance reports, adjustment to mental health services remarks); fully and accurately documents defendant mental health treatment compliance or progress when applicable; consistently creates or updates mental health-related case management records within the established timeframe; consistently investigates and/or takes follow up actions to ensure that defendants mental health service needs are properly identified and effectively addressed. Fails to regularly attend mental health- related training or other learning activities (e.g. reading publications, attending conferences) to increase effectiveness in assessing and/or case managing defendants with mental health-related disorders. Regularly attends mental health-related training and participates in other learning activities (e.g. reading publications, attending conferences) to increase effectiveness in assessing and/or case managing defendants with mental health- related disorders
Knowledge of Supervision Procedures and Protocol Understands relevant procedures for processing new defendants with release conditions. Utilizes automated systems to correctly determine active warrant and criminal history status. Demonstrates an understanding of compliance review procedures and protocol for supervising defendants. Manages case files, reports and records around supervision accurately and according to established PSA supervision protocols. Understands proper procedures for reporting violations of release conditions. Identifies defendants who would benefit from referral for additional services and is able to complete the referral. Creates and submits timely and accurate court reports, informing courts of release condition compliance. Effectively reports defendant compliance and other information during court hearings when required. Does Not Meet Expectations Fails to fully understand or follow basic procedures for processing defendants in typical/routine situations. Meets Expectations Exceeds Expectations Sees intricacies in processing defendants with unique or unusual circumstances and effectively manages complex, atypical situations. Takes initiative to use multiple resources and research beyond basic facts to capture additional detailed, relevant data. Understands basic procedures for processing defendants in typical/routine situations. Demonstrates a lack of understanding of how to use automated systems to determine active warrant and criminal history status, or fails to capture important related information. Misses some critical procedures or processes for reporting violations when supervising defendants in typical situations. Utilizes automated systems to correctly determine active warrant and criminal history status. Follows proper compliance review procedures when supervising defendants in typical situations. Understands complex and atypical procedures for supervising defendants and reporting violations of release conditions in unusual or complex situations. Records basic as well as detailed notes and information that maximizes the usefulness of case files. Recognizes potential problems and effectively manages additional recommendations or referrals in atypical situations. Case files are not accurate or do not contain required, basic information. Maintains accurate case files that are complete with all basic required information. Identifies defendants who would benefit from referral to the SSAC, a community based organization, or elsewhere and is able to complete the referral in routine situations. Creates and submits timely and accurate court reports, informing courts of release condition compliance, including re-arrest. Fails to identify defendants who would benefit from referral to the SSAC, a community based organization, or elsewhere or is unable to complete the referral in routine situations. Fails to create and submit timely and accurate court reports, informing courts of release condition compliance, including re- arrest. Creates and submits reports that are especially thorough and include ancillary relevant information; is able to customize reports providing information known to be relevant to particular judicial officers; provides reports in advance of deadline and provides updated information to the court representative on the day of the hearing when necessary. Is especially effective when representing in court, including being able to answer unexpected judicial inquiries; displays extra effort to ensure that information presented to court is up-to-date. Fails to effectively report defendant compliance or other important information during court hearings when required. Is able to effectively report defendant compliance and other information during court hearings when required.
Knowledge of the Treatment Program Understands Treatment Program operations. Knows and accurately applies criteria for referring and accepting defendants into the Treatment Program. Understands the different functions and units/teams within the Treatment Program, and utilizes this information to make accurate recommendations, suggestions, and referrals for defendant placement. Actively remains aware of personnel, protocol, and program resource availability, and factors this information into case management actions and responsibilities. Does Not Meet Expectations Has difficulty explaining the Treatment Program s basic operations, personnel, functions, and treatment options to defendants and others (e.g., fails to properly screen or place defendants according to protocol). Meets Expectations Exceeds Expectations Understands and explains highly detailed information about Treatment program operations to defendants, the courts, and others, such as the criteria for eligibility for specific unit/team and details regarding treatment offerings; identifies errors made when screening for internal unit/teams or flags incorrect placements. Makes accurate, typically error-free defendant referrals, placement recommendations, and conducts effective defendant orientations for both standard and difficult cases; rarely requires supervisory assistance. Actively seeks out and creates processes for staying alert to changes or updates in Treatment Program personnel, protocol and resource availability; incorporates this information into his/her recommendations and referrals; is a resource to others regarding the Treatment Program. Serves as a resource or guide for other PSOs, Court Officials, or stakeholders regarding the Treatment Program. Has knowledge of the Treatment program s basic operations, personnel, functions, treatment options, and unit/teams, including the differences between units/teams; is able to describe basic information about programs accurately to defendants, the court, and others. Fails to utilize knowledge to make accurate defendant referrals, placement recommendations, or to conduct defendant orientations effectively in common scenarios. Utilizes knowledge to make generally accurate defendant referrals, placement recommendations, and to conduct defendant orientations effectively in common scenarios. Fails to regularly consult relevant information sources (e.g., management instructions, web page, directory) to remain aware of Treatment Program personnel, protocol and resource availability; has insufficient information resulting in errors when making recommendations and referrals. Regularly consults relevant information sources (e.g., management instructions, web page, directory) to remain aware of Treatment Program personnel, protocol and resource availability; incorporates this information into his/her recommendations and referrals. Fails to reference relevant policies, management instructions, protocol, and other guidance which results in defendants treatment, mental health, social services, or community service needs and mandates remaining unmet. References relevant policies, management instructions, protocol, and other guidance to ensure defendants treatment, mental health, social services, and community service needs and mandates are met.
System and Regulatory Knowledge Exhibits an understanding of relevant aspects of DC Superior Court and/or US District Court system operations, structure, and/or processes. Understands the relevant operations of local surrounding law enforcement agencies and/or judicial systems (e.g., those relevant to a specific job such as Metropolitan Police Department, Virginia law enforcement, Probation and Parole, U.S. Capital Police, U.S. Park Police, U.S. Marshal Service, other pretrial agencies) in order to obtain and share information related to supervision, treatment, drug testing, and/or monitoring of defendants. Displays an understanding of federal, state, district, and agency policies, regulations, and laws regarding the safekeeping and release of the Agency s information (e.g., personally identifiable information (PII), FOIA, treatment information, mental health information, etc.). Understands and follows federal records management laws. Does Not Meet Expectations Fails to follow standard and expected protocols or demonstrate a basic understanding of Court functioning for routine situations. Does not understand basic information about operations, procedures, or protocol of surrounding law enforcement agencies relevant to his/her role. Meets Expectations Understands basic operations, structure and procedures of DC Superior Court and/or US District Court system relevant to his/her role. Demonstrates an understanding of basic operations of local surrounding law enforcement agencies relevant to his/her role in typical situations. Exceeds Expectations Utilizes detailed understanding of Court operations, structure, and procedures to adjust strategies and approaches in different situations. Has a detailed level of understanding of relevant law enforcement agency operations or protocol and uses this knowledge to overcome challenges and facilitate outcomes for self or others. Has an advanced knowledge of the Agency s records and information policies, regulations and laws; serves as a resource to others who have questions regarding records and information procedures. Maintains records according to applicable federal records management laws; researches to determine proper record keeping for unusual, complex, or difficult cases; takes initiative to identify problems regarding records management and assists in finding solutions. Fails to understand or apply a basic knowledge of relevant policies, regulations, and laws regarding confidentiality, safekeeping and releasing of the Agency s information. Understands and applies a basic knowledge of relevant policies, regulations, and laws regarding confidentiality, safekeeping and releasing of the Agency s information. Records are not maintained according to applicable federal records management laws; needs much assistance with maintaining records. Maintains records according to applicable federal records management laws; may have to seek assistance regarding record keeping or maintenance for unusual, complex, or difficult cases (e.g., retention schedules for less common records, handling of confidential records, etc.).
District of Columbia Pretrial Services Agency (PSA) Organizational Knowledge Understands and is able to communicate the vision, mission, and strategy of the PSA and how one s work aligns with and integrates with other PSA programs and services. Has an understanding of how and why the PSA was established, including District of Columbia Superior Court and US District Court bail laws (e.g., The Bail Reform Act). Understands PSA s various offices, programs, structure, and functions, and utilizes this knowledge to obtain information, or make suggestions, recommendations, or decisions. Does Not Meet Expectations Does not demonstrate an understanding of fundamental PSA history, vision, mission, strategy or objectives relevant to accomplishing his/her work; takes actions that are not consistent with PSA strategy and mission. Meets Expectations Understands the PSA vision, mission, strategy, or objectives relevant to accomplishing his/her work (e.g., basic purpose and background of PSA); understands how units within PSA contribute to the mission and objectives, and makes recommendations that are consistent with the Agency s mission. Shows basic awareness of the various offices, core programs, functions, and structure of PSA operations necessary to secure resources, make recommendations, or answer routine questions. Exceeds Expectations Takes initiative to align work to support objectives and mission of PSA and other units or programs; emphasizes PSA s mission and background at appropriate times (e.g., in defending recommendations) Demonstrates limited understanding of the broad scope of PSA functions, programs, services, and structure outside of his/her work unit; does not utilize programs offered by other programs or units effectively; lack of knowledge impacts quality of service provided and information provided to external stakeholders. Is seen as a subject matter expert whom others go to for advice or questions about specific areas of PSA s structure or programs outside of his/her work unit; able to answer difficult questions about multiple PSA programs and services.
Additional Specific Program or Technical Area Knowledge Choose those that apply to this person s area of responsibility: Check Those That Apply Program/Technical Area Does Not Meet Expectations Meets Expectations Exceeds Expectations Fails to understand basic functions and eligibility criteria needed to answer questions and/or make appropriate recommendations. Understands the functions of the HISP program and eligibility criteria for placing defendants in typical/routine situations. Knows more complex aspects of HISP monitoring such as intricacies and limitations of specific monitoring equipment, analysis of monitoring data, or appropriate monitoring applications in atypical or high profile cases. Fundamental Knowledge of HISP Program Understands the functions of the HISP program and eligibility criteria for placing defendants.
Computer Proficiency Utilizes Microsoft Office tools (Outlook, Word, Excel, and PowerPoint) required to perform job duties such as writing reports and letters, creating and updating logs, or producing presentations when necessary. Performs basic computer operations (e.g., accessing drives). Maintains a knowledge of, accesses and uses relevant systems needed to perform job duties (e.g., PRISM, Courtview, JACCS, SMART, PACER, e-Agent, WALES, outside agency websites, NCIC, RMS, JUSTIS, G4S, OMNIlink, Accucare; DTMS, Track-it). Does Not Meet Expectations Has difficulty using some of the basic, core functions of Microsoft Office relevant to the job; has to rely on others for assistance on a consistent basis. Meets Expectations Effectively uses most basic functions and capabilities of Microsoft Office tools relevant to completing his/her work responsibilities. Exceeds Expectations Shows understanding of advanced Microsoft Office applications and programs relevant to the job; utilizes advanced knowledge to assist others who have questions about Microsoft Office. Demonstrates more advanced computer- related expertise that facilitates getting work done faster or more efficiently; answers questions or provides others assistance on computer operations. Shows expertise in functionality of specific computer systems; coaches others on their capabilities or how to navigate or effectively utilize different computer systems to facilitate completing work more effectively. Frequently requests assistance on the most basic computer operations; has difficulty learning or navigating the computer environment and accessing different drives. Does not effectively use some basic internal or external computer systems that are needed to perform work. Understands how to access and navigate different internal drives, unit folders, personal work folders, etc., within a computer environment needed to perform day-to-day work. Understands the core, most often used computer systems needed to perform his/her work; is efficient and effective at retrieving most basic information; understands the purpose and application of each of the different systems.
Interpersonal Skills Fosters relationships; builds rapport with others from various demographic backgrounds (e.g., educational, socioeconomic, racial, etc.) and individuals who have varying personal histories and personalities. Shows sensitivity to others needs, opinions, background, circumstances, and concerns. Maintains appropriate objectivity in situations. Resolves conflicts or disagreements in a constructive way. Demonstrates an appreciation for differences in perspectives and opinions. Does Not Meet Expectations Shows difficulty building effective rapport with others. Meets Expectations Uses various approaches and strategies to build rapport with those of varying backgrounds, histories, and personalities. Is accepting of others differences or perspectives; maintains objectivity and a respectful approach regardless of someone s personal circumstances or demeanor. Exceeds Expectations Develops effective working rapport with the most challenging, resistant, or difficult individuals. Takes steps to better understand the potential causes of difficult/challenging behavior and adjusts approach to promote positive outcomes when possible by utilizing additional alternatives. Fails to demonstrate sensitivity to others personal challenges or perspectives; inappropriately criticizes others for their differences or fails to promote a respectful, professional environment for others. Uses an inappropriate manner, style, or tone/language when disagreeing or enforcing policies with others; may escalate situations unnecessarily. Uses an appropriate manner, style, or tone/language when disagreeing or enforcing policies; provides alternative solutions to resolve disagreements when possible. Makes repeated attempts to overcome resistance from others and obstacles to getting agreement; is often able to gain commitment from others in challenging or emotionally charged situations; serves as a resource to help others work through difficult interpersonal situations and utilizes conflict resolution to resolve issues. Is resourceful in using ideal approaches to overcome objections or promote accountability in the most difficult situations; provides guidance to others on how to effectively manage difficult interpersonal situations. Provides ongoing support and/or guidance to others on how to maintain professional objectivity in particularly difficult or emotional situations. Fails to listen or acknowledge others points of view and fails to resolve disagreements/ conflicts effectively as a result. Acknowledges another person s perspective while working through challenges to gain commitment to a course of action for positive outcomes. Lacks professionalism at times or lacks objectivity when interacting with others. Demonstrates professionalism and builds ongoing rapport with others while maintaining professional objectivity to enhance positive attitude and environment.
Teamwork Develops and maintains positive and professional working relationships with coworkers. Collaborates, supports, and cooperates with others to accomplish Unit and Agency goals. Readily shares relevant information, knowledge, and ideas with team members when appropriate. Ensures others are kept informed when necessary and involves the appropriate individuals in key decisions when needed. Follows through with commitments to the team and can be relied upon to complete own responsibilities Does Not Meet Expectations Speaks to others in a disrespectful or curt tone or voice; shows difficulty working with or getting along with others. Meets Expectations Exceeds Expectations Builds strong relationships with others consistently; overcomes interpersonal challenges or differences of opinion to enhance productivity within a team. Takes initiative to promote better cooperation among the team; helps keep team morale up, and is always willing to help, rotate, and share responsibilities with others; motivates, encourages and helps cultivate a team environment that is friendly and cohesive. Proactively seeks out and shares and thoroughly explains information and resources that can help coworkers. Recognizes when others are struggling, or consistently takes the initiative to ask if others need help, support, or assistance; volunteers to participate on work groups, teams, or unit-wide projects. Manages workload and finds efficiencies, takes extra initiative, and uses time well so that he/she is also available to support others when needed. Frequently expresses appreciation, gives credit to others, and promotes others contributions to the work team. Uses a respectful, courteous tone of voice when communicating and maintains an effective working relationship with coworkers and colleagues. Works collaboratively and shares responsibilities with coworkers when appropriate to accomplish unit and group goals; supports unit and group mission with a positive attitude and takes responsibility for work outcomes. Does not follow through on commitments to others or takes actions that inhibit others from completing work effectively. Fails to keep others informed of important information that impacts their work. Shares important information that impacts others work in a timely manner. Declines or continues with his/her own tasks when asked to help others on higher priority problems; rarely if ever participates on work groups, teams or unit wide projects. Over-relies on others to accomplish his/her work, and/or leaves work for others to complete that he/she could have accomplished. Rarely expresses appreciation, does not acknowledge others contributions, or fails to share credit with others when appropriate. When asked, helps and provides assistance to others or participates on work groups, teams, or unit-wide projects. Generally completes his/her workload in a group; does not over-rely on others for assistance or frequently need others to help complete his/her responsibilities. Generally expresses appreciation, acknowledges others contributions, and/or shares credit with others.
Customer Service Orientation Is helpful and responsive to relevant internal (e.g., individuals who call the office, other Agency staff) and/or external (e.g., outside agency personnel, defendants) customers or stakeholders. Solicits and/or incorporates internal and external customer feedback if appropriate. Demonstrates sound judgment within established guidelines to resolve customer-related problems. Treats customers courteously and attempts to respond to their needs in a timely manner. Builds relationships with other agencies and partners and uses these resources efficiently and effectively to achieve objectives. Shares information with other agencies when appropriate and responds promptly, thoughtfully and thoroughly to other agencies requests or needs. Does Not Meet Expectations At times, speaks to customers in a disrespectful or unprofessional tone or voice that makes the situation worse. Meets Expectations Uses respectful and courteous tone and language when communicating with customers; remains professional in situations that require him/her to be more directive with customers. Researches problems and provides customers with the information, services, answers, or work that they request on time and within unit or PSA guidelines. Exceeds Expectations Provides assistance to others on how to interact with customers respectfully; helps solve difficult customer problems when appropriate so that problems are resolved at the lowest level possible. Goes beyond customers stated requests to independently identify additional information or actions that may be beneficial, and works to deliver those; regularly balances customer and Agency goals and provides service that exceeds customers expectations. Uses customers suggestions or feedback, when appropriate, to suggest or implement improvements to services or products. Asks questions to understand customers complaints or requests; explains reasons for decisions, rules, and actions, yet also looks for possible alternative solutions to meet same needs. Builds a network of relationships with key contacts at outside agencies and uses contacts effectively to obtain information; helps others obtain information or build professional networks. Takes initiative to help individuals at other agencies and offers additional information or suggestions to help them better resolve a problem or question. Fails to take sufficient initiative to meet or follow up on customers requests or needs, or goes outside of accepted PSA or unit standards and regulations when responding to customers. Does not take notes of or respond to customer feedback or complaints; does not communicate complaints to appropriate personnel. Fails to provide information that customers need, or denies their request without appropriate explanation or clarification. Listens openly to customers feedback and complaints, notes the feedback when appropriate, and refers to the appropriate person. Gives customers the information that they need; offers relevant reason or policy when denying customers requests. At time, fails to identify the right resources or build rapport to obtain information needed from external agencies or partners. Identifies the right agency or partner to contact and builds rapport with individuals at outside agencies to obtain information or solve problems effectively. Fails to follow through consistently with requests from other agencies; his/her response is not complete or timely. Shares appropriate information with other agencies in a timely manner as requested.
Group Facilitation Skills Provides sound structure and organization to group sessions by outlining, starting and ending on time and by communicating and adhering to the session objectives. Understands and utilizes group dynamics, pays attention to members verbal and nonverbal behavior, and takes steps to ensure all group members participate. Uses facilitation tools to encourage creative contributions and constructive contributions from group members. Summarizes group progress and outlines next steps at the meeting s end. Maintains needed certifications/licensures to conduct deliver group and other treatment services. Does Not Meet Expectations Does minimal preparation for the meeting beforehand; fails to communicate or adhere to session objectives and activities. Meets Expectations Prepares for group session by knowing the session objectives and activities, communicating them to defendants, and adhering to them in most situations. Exceeds Expectations Prepares well in advance of group session and is able to skillfully accomplish session objectives, while addressing emergent issues raised by defendants. Quickly recognizes when a meeting is about to go off-track before it happens, and adeptly and tactfully redirects or reframes defendants contributions to the session objectives Goes off-topic him or herself, or allows group members to sidetrack discussions; is hesitant to redirect, avoids appropriate confrontations, or confronts group members in an overly direct or assertive manner. Fails to encourage interactive dialogue by asking open-ended questions, using active listening skills, and encouraging members to give constructive feedback to each other Recognizes when a group has gotten off track and tactfully redirects defendants back to the topic at hand. Encourages interactive dialogue between defendants by asking open-ended questions, using active listening skills, and encouraging members to give constructive feedback to each other. Creates conditions for and achieves group openness and cohesion in even the most challenging and/or resistant groups; serves as a resource or coach for others in gaining participation from the most challenging of group members. Frequently adapts his/her approach in a group meeting in order to maintain high levels of energy; uses different facilitation styles effectively depending on the type of class and group dynamic (e.g., process group vs. psycho-dynamic). Takes active steps to continuously learn and improve group facilitation skills, such as discussing with the group partner how the meeting went, or seeking advanced trainings. Misses overt cues and signs of group lethargy or inactivity; treats all groups the same and does not adjust his/her approach or techniques to the situation. Attends to group members verbal and nonverbal cues, and adjusts his/her facilitation approach to the group s dynamics effectively. Fails to maintain needed certifications/licensures to conduct/deliver group and other treatment services. Maintains needed certifications/licensures to conduct/deliver group and other treatment services.
Initiative Takes appropriate levels of independent action to identify opportunities, solve problems, and/or complete work. Provides feedback on procedures and offers suggestions and ideas for change. Seeks assistance when encountering difficult situations and asks for help at appropriate times. Shows perseverance in achieving objectives; stays focused and persistent and remains committed to objectives despite obstacles. Maintains a positive outlook and stays motivated when dealing with difficult individuals/situations or when things do not go as planned or recommended. Does Not Meet Expectations Waits for others to provide direction, give instructions, ask for help, or assign a task, before taking action on some day-to-day responsibilities; does not act independently at the appropriate times. Misses opportunities to suggest improvements to processes or procedures, provide feedback on operations and performance, or take on responsibility for helping to improve the team s or unit s performance Does not seek assistance with unusual or difficult situations, when it would be appropriate to do so. Meets Expectations Does not require constant direction to complete his/her routine responsibilities; does what is expected of him/her on the job without having to be asked. Exceeds Expectations Readily takes on both routine and challenging assignments without having to be asked; does more than is expected; identifies what needs to be done and does it. Proactively identifies opportunities to improve, streamline, or change individual or unit-level procedures or systems, and proactively suggests specific ways to improve them; takes on extra responsibility to improve a work process. Proactively seeks input from others who may be able to provide an important perspective; takes advantage of opportunities to involve others in solving systemic problems or preventing problems from occurring when possible Proactively identifies problems and offers multiple possible solutions to resolve them; researches to recommend an ideal best solution for the situation; sometimes creates plans for implementation. Consistently stays focused, motivated, and positive despite difficult obstacles and challenges; overcomes challenges or constraints with resourcefulness, perseverance, or considerable effort. When asked, provides improvement ideas or suggests ways to change and streamline procedures and processes. When appropriate, seeks assistance from others to address unusual or difficult challenges. Often points out work-related problems without taking initiative to identify a solution when he/she could. Often identifies a problem and offers a possible alternative or solution when feasible; may ask a supervisor for input or to identify the best option. Shows frustration/pessimism, loses motivation, or tends to quickly give up on a task when encountering obstacles or setbacks; makes excuses or fails to take appropriate initiative to overcome challenges and ensure timeliness and quality of work. Does not accept appropriate responsibility for missed deadlines, mistakes, or performance/quality problems. Remains optimistic and shows minimal frustration despite day-to-day challenges or changes; takes some effort to overcome a setback or challenge when possible to ensure timeliness and quality of work. Takes appropriate responsibility for mistakes, performance/quality issues, or missed deadlines when they occur and avoids making similar mistakes in the future. Holds self accountable for mistakes, performance issues, or missed deadlines, and shows initiative to develop skill or adjust approaches to avoid recurrences and enhance performance.
Conscientiousness Makes and honors commitments; follows through consistently. Attends to important details. Stays on top of activities to ensure appropriate and timely follow through. Produces work that meets Unit objectives, Agency standards, and/or customer expectations. Follows policies, procedures, guidelines, rules and regulations, including Management Instructions or directives and safety procedures and protocols. Recognizes situations that may require flexibility or a modification of an existing procedure, and seeks approval for changes at the appropriate times. Does Not Meet Expectations Fails to follow through consistently with commitments; may take more time than allocated to complete work assignments or miss critical deadlines. Meets Expectations Generally follows through with commitments; gets work done within the allotted time frame, and keeps others informed of progress or potential problems when appropriate. Completes most work with minimal or no errors and omissions. Exceeds Expectations Frequently exceeds others expectations for follow through; completes work ahead of deadlines and makes adjustments or shows extra initiative to ensure commitments are met when necessary. Details of work are consistently complete, accurate, and thorough; provides more relevant information and explanation than what is specifically required. Takes independent initiative to research and learn more about policies or regulations or seek other perspectives to ensure work, decisions, and recommendations are compliant even in unusual or complex situations. Acts quickly to remove or avoid conditions that cause potential for safety concerns; independently intervenes to diffuse unsafe situations and or deescalate interactions with belligerent, upset, or hostile individuals. Proactively identifies situations ahead of time that may require modification or improvement of a procedure, rule, or policy in order to ensure task completion. Work contains critical or considerable errors or omissions of basic, key details at times. Produces work or makes decisions that are not consistent with relevant policies, procedures, guidelines, rules or regulations at times; fails to learn or implement new directives. Produces work that generally follows standards, policies, procedures, guidelines, and rules and regulations; learns and applies new directives effectively. Does not consistently apply safety principles and practices to ensure the safety of his/her work environment; acts in an unsafe manner at times or rarely intervenes to diffuse situations. Takes and applies safety training to ensure he/she performs work in a safe manner. May not provide input when a procedure needs to be modified to accomplish a task; sticks with an existing procedure that is causing timeliness and/or quality problems without making suggestions for improvement. When asked, provides input into modifying a procedure, rule, or policy after having encountered an obstacle or problem.
Planning and Organizing Collects, organizes, and manages records or files efficiently, completely, and promptly. Effectively and efficiently utilizes the time available within the standard workday to organize, prioritize and accomplish day-to-day job duties. Prioritizes work appropriately according to task urgency and importance and reprioritizes tasks as necessary. Balances multiple priorities and assignments simultaneously. Ensures individual activities receive appropriate attention to quality/timeliness when completing multiple tasks at the same time. Does Not Meet Expectations Files or records are incomplete, confusing, or fail to meet required standards. Meets Expectations Generally meets required standards for maintaining files or records. Exceeds Expectations Keeps detailed, complete, up to date information in files or records consistently; organizes records in a way that enables others to easily find information. Work is exceptionally well organized and frequently completed ahead of schedule as a result. Restructures work, proactively researches information, or suggests changes to work processes that maximize productivity and efficiency. Prioritizes accurately, works efficiently, gets work done ahead of schedule, and as a result is often available to provide others with assistance with unexpected, urgent issues. Proactively develops organizing processes that enable him/her to manage numerous priorities simultaneously. Misses deadlines that are within his/her control. Generally meets deadlines that are within his/her control. Does not maintain a steady work pace, and workload becomes significant at times as a result. Works at a steady pace to complete daily priorities. Does not prioritize tasks effectively; may fail to handle the high priority items with appropriate sense of urgency. Generally makes the right decisions about work priorities to ensure the highest priority issues are handled first. Works on activities one at a time, and fails to complete some items that should be addressed as a result. Balances multiple activities when necessary and tracks items to ensure completion of time-sensitive items.
Critical Thinking and Problem Solving Exercises sound judgment across situations, integrating information and assessing relevant input and data to respond to questions and make appropriate decisions based on available information. Considers potential consequences of a course of action prior to making a decision. Seeks input or approval from others when necessary. Collects relevant data, asks probing questions, and secures additional information in order to understand a problem or situation. Generates viable solutions to problems. Does Not Meet Expectations Asks the same question repeatedly at times; fails to learn from experiences and apply to new situations. Meets Expectations Solves routine problems and learns from experiences to apply to future situations. Exceeds Expectations Integrates complex data and information, identifies viable solutions, and solves challenging or unusual problems effectively with limited guidance from others. Drives ideal solutions to challenging problems based on a thorough analysis of complex information and considerable professional expertise, even under pressure. Takes initiative to thoroughly research a situation, asks probing questions to uncover less obvious issues or problems, and secures information to generate alternatives and effective solutions across a wide range of circumstances. Thinks through multiple alternatives, and/or considers potential long or short-term consequences of each course of action to make important or unusual decisions; serves as a resource to help others with problem solving and decision making and is considered to be an expert on the subject matter. Over relies on others to solve problems that he/she should be able to solve. Solves day-to-day problems without unnecessary oversight from others; asks for input to solve problems at the appropriate times. Fails to ask key questions or does not collect basic facts and information necessary to effectively solve a problem. Collects the basic information needed to solve day-to- day problems effectively and completely; generally offers a viable solution to a typical problem. Decisions are at times inconsistent with relevant policies and procedures, or not well thought out with available information about a situation. Makes decisions in routine situations that are logical and consistent with relevant policies and procedures; seeks approval at the appropriate times.
Adaptability Continually develops relevant Agency and/or professional knowledge and skill. Listens to and learns from constructive feedback from others. Demonstrates openness and willingness to apply new ways of performing tasks to enhance productivity. Adapts approach and/or demeanor to varying work situations and individuals. Shows a calm and composed demeanor in stressful, challenging, threatening, or difficult situations. Keeps situations and relationships professional and objective. Deals constructively with demanding schedules, workloads, and pressures. Does Not Meet Expectations Does not meet continuing education requirements; or fails to develop relevant Agency or professional knowledge and skill. Becomes overly defensive or fails to acknowledge/incorporate constructive performance feedback. Meets Expectations Meets continuing education requirements, takes required classes, and keeps required certifications current if applicable. Listens to and acknowledges constructive feedback and takes steps to make improvements. Exceeds Expectations Seeks out additional training or learning opportunities that may not be required but may improve his/her knowledge, skills, or abilities to enhance the effectiveness of PSA. Proactively asks for feedback, listens without becoming defensive, asks for clarification, and takes considerable initiative to respond to constructive feedback from others. Takes independent initiative to better understand a training concept, new initiative, or directive/procedure and serves as a resource to help others effectively implement changes or develop new skills. Readily embraces and expresses enthusiasm regarding change initiatives in the organization; adjusts approaches to work readily to maximize effectiveness in challenging or unique situations. Takes steps to de-escalate tense situations by remaining calm and avoiding negative responses; is proactive in managing situations and personal triggers to minimize stress or emotionality when possible; recognizes situations that have become extremely volatile and takes appropriate action. Identifies opportunities to be more efficient and productive when workloads are demanding; readily changes priorities and takes extra initiative to adjust successfully to changing priorities. Fails to incorporate training concepts or new technologies, tools, or directives/procedures effectively into day-to-day work. Incorporates what he or she learns from training into work; embraces new technologies, tools, or directives/procedures readily. Has difficulty understanding or adapting to certain types of individuals, situations, or changes in the organization. Is open to change initiated by the Agency and shows some flexibility in approaches to work at the appropriate times. Loses composure in or responds unpredictably to stressful, challenging, threatening, or difficult situations; fails to actively manage his/her stress or reactions to pressure. Generally stays calm, composed, constructive, and professional in stressful, challenging, threatening, or difficult situations. Reacts negatively to demanding workloads or changes in schedules, priorities, or assignments (e.g., does not adjust schedule effectively; misses deadlines). Responds in a constructive manner when workloads are demanding or priorities, schedules, or assignments change (e.g., reprioritizes work; seeks additional resources).
Communication Speaks clearly and concisely conveying information effectively in both group and one-on-one situations. Adjusts communication style and approach as necessary based on the audience s non-verbal cues, level of expertise, understanding, or perspective. Simplifies complex information so that others clearly understand key messages. Listens openly, attentively, and patiently. Applies appropriate communication strategies with each individual and situation to motivate commitment or influence outcomes when needed. Writes clearly and concisely. Written communications utilize correct grammar, sentence structure and spelling, and are generally free of errors. Adjusts writing style based on the type of document being produced or the audience receiving information. Accurately interprets written information and understands words, language, acronyms and/or terminology associated with internal and external Agencies with whom he/she interacts (e.g., mental health, substance abuse, criminal justice, court system, social services, presentence investigations, Parole and Probation, relevant community organizations). Does Not Meet Expectations Fails to effectively deliver a clear, understandable verbal explanation or message; may ramble, present incomplete, overly technical, or disorganized information, or fails to present important details. Meets Expectations Exceeds Expectations Thinks quickly on his/her feet, adjusts communication style to the audience, and generates convincing and impactful verbal responses; displays confidence presenting information to difficult or larger audiences (e.g., courtroom settings); is consistently convincing and professional in his/her delivery style. Engages others through a persuasive delivery style when communicating; speaks with conviction and enthusiasm, strong voice projection, and very effective non-verbal behaviors and tone. Actively listens to others, asking clarifying questions, summarizing their perspectives, and ensuring mutual understanding or finding optimal solutions to disagreements when appropriate. Provides multiple, logical arguments with sound rationale to support a recommendation or course of action; tailors approach to leverage points of an audience to maximize impact. . Consistently provides thorough detailed information or examples, analogies, or numerical data to clarify and illustrate key written messages or influence others; chooses optimal writing style and approach for the type of document produced. Produces error-free, complete, and accurate written work that is easy to follow, read, and comprehend; provides reviews or guidance of others written work when asked. Knows at a detailed level some words, language, relevant acronyms, or terminology associated with internal and external Agencies with whom he/she interacts; helps others interpret written information at times. Delivers a clear, understandable verbal message in typical interactions and situations; offers important information and generally stays on point; generally delivers information that is at the right level for a given audience. Verbal delivery of information lacks enthusiasm at times; may use minimal body language, or voice inflection, or fail to speak with appropriate volume/projection. Generally uses effective volume, some voice inflection and appropriate non-verbal behaviors (e.g., facial expression, eye contact) for a given audience. Interrupts others or fails to listen to, learn from or acknowledge others points at the appropriate times. Listens to others and acknowledges their point of view; modifies his/her thinking, position, or decision based on new information gathered from others when appropriate. Provides information that supports an approach when attempting to influence; answers questions tactfully and enforces requirements at the appropriate times. Tells others a position without providing logical supporting data needed to motivate or influence others at the appropriate times. Tends to write in the same manner across different types of documents that call for different styles; writing is disorganized and is difficult to follow. Written reports are well organized and formatted correctly; varies level of detail and writing style depending on the type of document being produced. Written work contains several grammatical and/or spelling errors, awkward phrasing, inaccurate or incomplete information, and/or structure mistakes (e.g., run-on sentences). Is not familiar with routine words, relevant acronyms, and/or terminology relevant to the job (e.g., those frequently seen in documents or on-line searches). Written reports contain minimal grammatical and/or spelling errors, clear phrasing, and correct sentence structure; reports are filled out accurately. Knows and correctly interprets basic words, relevant acronyms, and/or terminology typically found in information from internal and external Agencies with whom he/she interacts; can read and interpret basic reports and information
