Core CODA Competencies

CODA has a competency based framework which is used to align recruitment, training and general performance standards. The competency framework is used to create interview questions which help CODA recruiters identify the key traits which we are looking for in our interview process. The competency based questions create a fair and objective approach to assessing candidate suitability for the role.

General Peformance Standards

These are certain general standards required of anyone in any role in the organisation – the situations in which people demonstrate them may differ a little between different functions, roles and levels.

If an individual is not meeting these, improvement objectives should be discussed with them and form part of their development plan.

Flexibility – willingness and ability to respond and adapt to different situations and people.

• Accepting the need to change and seeing it as an opportunity to improve. Not holding to status quo and being resistant to change.
• Making changes to own work, priorities or approach as necessary to meet business needs.
• Putting in additional time or effort to make sure deadlines or commitments are met.

Integrity and Professionalism – Maintaining ethical and professional standards

• Handling confidential information with discretion and revealing to others only when appropriate.
• Representing the Company in a professional manner in all dealings and communication with external organisations
• Communicating openly and honestly with all parties – internal and external.
• Achieving appropriate balance between the commercial needs of the business and the needs of the customer.

Customer Service Orientation – Providing quality service to external customers

• Taking personal responsibility for providing a full response to customer needs or problems.
• Probing to make sure customer issues are fully understood; telling them what to expect and keeping them informed of progress.
• Making it easy for customers to deal with the company and not “bouncing them around” the organisation.

Drive for Results – Motivating self to achieve challenging objectives

• Meeting performance standards, objectives and deadlines, proactively raising issues or barriers to delivery as necessary. Not providing reasons or excuses after not delivering on a commitment.
• Using appropriate judgement to take action or decisions to resolve issues – referring to others where necessary or informing them after the event
• Thinking ahead to identify improvements that can be made to do things better or faster for the business and acting to raise or achieve these.
• Demonstrating willingness to take on knowledge or work outside of usual area of expertise or role

Teamwork – Working co-operatively with other staff

• Responding positively to requests for help.
• Regardless of level of seniority, being prepared to do any task necessary to move a project forward or help resolve an issue.
• Sharing information and knowledge willingly.
• Respecting the skills, knowledge and contribution of others.

Policy / Process adherence

• Understanding and implementing internal policies, procedures, standards and documentation

Quality / Attention to Detail

• Applying quality standards to all tasks undertaken. Minimising mistakes and ensuring that nothing is overlooked.

Reliability

• Acceptable record of attendance and punctuality