DWP Recruiting Again - 2012

mazza1985

vindallou wrote: »

Leading - Behavioural Rating4Leading - Behavioural CommentPoor example given for Leading - simply a job description - no specific examples. Additional behaviours lifted from Managing People and Perfromace to increase score.

Mine took behaviours from a different area......

What?!?!?! Are they even allowed to do that?

redsky1977

Mine took behaviours from a different area...... [/QUOTE]


Mine too

halt41

Loobysaver wrote: »

My interview is for the Hampshire area. My competancy scores are still not showing though. Does this mean I have been selected for interview purely on my test scores?

So is my interview (Hants and IOW) Loobysaver and I haven't got any competency scores showing either. Just spoke to the Contact for DWP and he was really surprised and told me to send an email which I've just done. I'm glad it isn't just me then!!!!

mazza1985

Delivering a Customer Focused Service - Behavioural Rating 4

For this the feedback was that I did not consult my customers. My customer could not speak or write, hence why I made a communication booklet. I had to make that before I could consult her! Because we could not communicate! Im really annoyed now.

devilot

mazza1985 wrote: »

Delivering a Customer Focused Service - Behavioural Rating 4

For this the feedback was that I did not consult my customers. My customer could not speak or write, hence why I made a communication booklet. I had to make that before I could consult her! Because we could not communicate! Im really annoyed now.

That must be annoying but a '4' would have got you through anyway, don't fret too much about this one.:)

mazza1985

devilot wrote: »

That must be annoying but a '4' would have got you through anyway, don't fret too much about this one.:)

I know, although I think I was scored infairly on this one it wouldnt stop me from getting an interview, my 1 and 3 will though! :-( I feel really sad now, I'm used as a reference point within my own team as a welfare and benefits expert, thought this job would be perfect for me. It was obviusly not meant to be.

vindallou

mazza1985 wrote: »

I'm not even sure how I can do that. I might be tempted to appeal if it's a possibilty.

The example that I scored 1 on was for professional practice, I spoke about how I managed a dangerous situation in a hostel involving a firearm, how I had increased the staffing previously to manage an incident occuring as the atmosphere was brewing and there had already been a violent incident that day.
*confused.com*

That probably is a good example, but you need to make sure that you mention all the BUZZ words that they need from their competency framework. Saying I did this, I achieved that and I could do this different next time to improve etc....

If you can tick off a few things (below) then I would definitely ask to appeal the decision for that competency...

Operational Delivery - Delivering a Professional Service
Agrees with their manager how to continually increase professional competence through targeted development against this Framework;
• Demonstrates and promotes these professional competences at all times;
• Evaluates working practices of self and others to improve performance and customer service;
• Ensures compliance with corporate, legal, regulatory, ethical, diversity and equality requirements.
[FONT=Frutiger 55 Roman,Frutiger 55 Roman][FONT=Frutiger 55 Roman,Frutiger 55 Roman]Promoting a Positive Image of the Organisation
[/FONT]• Demonstrates and promotes behaviours that reflect their organisation’s customer values/charter;
• Guides and supports the customer to meet their responsibilities;
• Uses their understanding of customers diverse needs to develop tailored, practical solutions, which take account of individual circumstances and fit the business need, to enhance the end-to-end customer experience;
• Guides and supports others in using continuous improvement measures as part of their everyday work;
• Ensures the team secures the confidentiality of customer information;
• Directs the customer to relevant products and services and explains how they can be accessed;
• Manages the quality of communications to deliver a positive image of the organisation, adapting the communication style to the needs of the audience;
• Identifies changes in their organisation that will impact on customer service and escalates appropriately;
• Accepts personal responsibility for delivering access to our services.

[FONT=Frutiger 55 Roman,Frutiger 55 Roman][FONT=Frutiger 55 Roman,Frutiger 55 Roman]Demonstrating Job Related Knowledge
[/FONT][/FONT]• Builds their knowledge and expertise from a range of sources to optimise their own and others professional capability, fostering an inclusive working environment and promoting understanding;
• Provides advice to managers and teams on a variety of diverse and often complex subjects, guiding and supporting others to get it right first time;
• Ensures compliance with their organisation’s quality checking strategies, to improve services;
• Operates knowledge management tools. E.g. databases, shared drives, etc. and reviews and maintains accuracy of information;
• Encourages opportunities for the innovative use of systems and tools to improve business performance;
• Understands fluctuations in customer demands and implements strategies to manage workflow taking account of diversity needs when allocating work.

[FONT=Frutiger 55 Roman,Frutiger 55 Roman][FONT=Frutiger 55 Roman,Frutiger 55 Roman]Dealing with Customers Face to Face
[/FONT][/FONT]• Takes control and manages challenging face to face situations to bring about appropriate outcomes;
• Interprets customer behaviours, understands individual customer circumstances, identifies possible courses of action and negotiates agreed outcomes;
• Identifies opportunities to help or direct customers to appropriate sources of accessible information within their organisation and across other government departments to support customer’s circumstances and needs;
• Assesses and addresses risks to health, safety and security of individuals in the face to face environment.
[/FONT]

mazza1985

vindallou wrote: »

That probably is a good example, but you need to make sure that you mention all the BUZZ words that they need from their competency framework. Saying I did this, I achieved that and I could do this different next time to improve etc....

If you can tick off a few things (below) then I would definitely ask to appeal the decision for that competency...

Operational Delivery - Delivering a Professional Service
Agrees with their manager how to continually increase professional competence through targeted development against this Framework;
• Demonstrates and promotes these professional competences at all times;
• Evaluates working practices of self and others to improve performance and customer service;
• Ensures compliance with corporate, legal, regulatory, ethical, diversity and equality requirements.
[FONT=Frutiger 55 Roman,Frutiger 55 Roman][FONT=Frutiger 55 Roman,Frutiger 55 Roman]Promoting a Positive Image of the Organisation[/FONT][/FONT][FONT=Frutiger 55 Roman,Frutiger 55 Roman]
• Demonstrates and promotes behaviours that reflect their organisation’s customer values/charter;
• Guides and supports the customer to meet their responsibilities;
• Uses their understanding of customers diverse needs to develop tailored, practical solutions, which take account of individual circumstances and fit the business need, to enhance the end-to-end customer experience;
• Guides and supports others in using continuous improvement measures as part of their everyday work;
• Ensures the team secures the confidentiality of customer information;
• Directs the customer to relevant products and services and explains how they can be accessed;
• Manages the quality of communications to deliver a positive image of the organisation, adapting the communication style to the needs of the audience;
• Identifies changes in their organisation that will impact on customer service and escalates appropriately;
• Accepts personal responsibility for delivering access to our services.

[FONT=Frutiger 55 Roman,Frutiger 55 Roman][FONT=Frutiger 55 Roman,Frutiger 55 Roman]Demonstrating Job Related Knowledge[/FONT][/FONT][FONT=Frutiger 55 Roman,Frutiger 55 Roman]
[/FONT]• Builds their knowledge and expertise from a range of sources to optimise their own and others professional capability, fostering an inclusive working environment and promoting understanding;
• Provides advice to managers and teams on a variety of diverse and often complex subjects, guiding and supporting others to get it right first time;
• Ensures compliance with their organisation’s quality checking strategies, to improve services;
• Operates knowledge management tools. E.g. databases, shared drives, etc. and reviews and maintains accuracy of information;
• Encourages opportunities for the innovative use of systems and tools to improve business performance;
• Understands fluctuations in customer demands and implements strategies to manage workflow taking account of diversity needs when allocating work.

[FONT=Frutiger 55 Roman,Frutiger 55 Roman][FONT=Frutiger 55 Roman,Frutiger 55 Roman]Dealing with Customers Face to Face[/FONT][/FONT][FONT=Frutiger 55 Roman,Frutiger 55 Roman]
[/FONT]• Takes control and manages challenging face to face situations to bring about appropriate outcomes;
• Interprets customer behaviours, understands individual customer circumstances, identifies possible courses of action and negotiates agreed outcomes;
• Identifies opportunities to help or direct customers to appropriate sources of accessible information within their organisation and across other government departments to support customer’s circumstances and needs;
• Assesses and addresses risks to health, safety and security of individuals in the face to face environment.
[/FONT]

I'm pretty sure I met at least half of that, definitely met:
• Takes control and manages challenging face to face situations to bring about appropriate outcomes;
• Interprets customer behaviours, understands individual customer circumstances, identifies possible courses of action and negotiates agreed outcomes;
• Identifies opportunities to help or direct customers to appropriate sources of accessible information within their organisation and across other government departments to support customer’s circumstances and needs;
• Assesses and addresses risks to health, safety and security of individuals in the face to face environment.
• Provides advice to managers and teams on a variety of diverse and often complex subjects, guiding and supporting others to get it right first time;
• Understands fluctuations in customer demands and implements strategies to manage workflow taking account of diversity needs when allocating work.
• Ensures compliance with corporate, legal, regulatory, ethical, diversity and equality requirements.
• Demonstrates and promotes behaviours that reflect their organisation’s customer values/charter;
• Uses their understanding of customers diverse needs to develop tailored, practical solutions, which take account of individual circumstances and fit the business need, to enhance the end-to-end customer experience;
• Directs the customer to relevant products and services and explains how they can be accessed;

And there are a few more that I probably met too but not so certain about those.

mazza1985

Ahh, but I've just noticed a critical error - I used 'we' instead of 'I' a few times. I'm so used to the emphasis being on team work! !!!!!!!

redsky1977

If you can tick off a few things (below) then I would definitely ask to appeal the decision for that competency...

Operational Delivery - Delivering a Professional Service
Agrees with their manager how to continually increase professional competence through targeted development against this Framework;
• Demonstrates and promotes these professional competences at all times;
• Evaluates working practices of self and others to improve performance and customer service;
• Ensures compliance with corporate, legal, regulatory, ethical, diversity and equality requirements.
[FONT=Frutiger 55 Roman,Frutiger 55 Roman][FONT=Frutiger 55 Roman,Frutiger 55 Roman]Promoting a Positive Image of the Organisation[/FONT][/FONT][FONT=Frutiger 55 Roman,Frutiger 55 Roman]
• Demonstrates and promotes behaviours that reflect their organisation’s customer values/charter;
• Guides and supports the customer to meet their responsibilities;
• Uses their understanding of customers diverse needs to develop tailored, practical solutions, which take account of individual circumstances and fit the business need, to enhance the end-to-end customer experience;
• Guides and supports others in using continuous improvement measures as part of their everyday work;
• Ensures the team secures the confidentiality of customer information;
• Directs the customer to relevant products and services and explains how they can be accessed;
• Manages the quality of communications to deliver a positive image of the organisation, adapting the communication style to the needs of the audience;
• Identifies changes in their organisation that will impact on customer service and escalates appropriately;
• Accepts personal responsibility for delivering access to our services.

[FONT=Frutiger 55 Roman,Frutiger 55 Roman][FONT=Frutiger 55 Roman,Frutiger 55 Roman]Demonstrating Job Related Knowledge[/FONT][/FONT][FONT=Frutiger 55 Roman,Frutiger 55 Roman]
[/FONT]• Builds their knowledge and expertise from a range of sources to optimise their own and others professional capability, fostering an inclusive working environment and promoting understanding;
• Provides advice to managers and teams on a variety of diverse and often complex subjects, guiding and supporting others to get it right first time;
• Ensures compliance with their organisation’s quality checking strategies, to improve services;
• Operates knowledge management tools. E.g. databases, shared drives, etc. and reviews and maintains accuracy of information;
• Encourages opportunities for the innovative use of systems and tools to improve business performance;
• Understands fluctuations in customer demands and implements strategies to manage workflow taking account of diversity needs when allocating work.

[FONT=Frutiger 55 Roman,Frutiger 55 Roman][FONT=Frutiger 55 Roman,Frutiger 55 Roman]Dealing with Customers Face to Face[/FONT][/FONT][FONT=Frutiger 55 Roman,Frutiger 55 Roman]
[/FONT]• Takes control and manages challenging face to face situations to bring about appropriate outcomes;
• Interprets customer behaviours, understands individual customer circumstances, identifies possible courses of action and negotiates agreed outcomes;
• Identifies opportunities to help or direct customers to appropriate sources of accessible information within their organisation and across other government departments to support customer’s circumstances and needs;
• Assesses and addresses risks to health, safety and security of individuals in the face to face environment.
[/FONT][/QUOTE]

If you take out the sub-headings then DWP basically want you to cover all these points [which make up 389 words] in 200 words! lol :rotfl: