Workforce Development Professional Core Competencies

Job Developer*

• Structure of the Workforce Development System: Understands the structure of the local and national workforce development system. Is able to relate public workforce development policy, initiatives, and funding sources with the current system. Understands how their own work impacts the system’s goals.
• Customer Service: Recognizes the two distinct clients the workforce development system serves—the job seeker and the employer. Is able to identify their needs and expectations and what constitutes positive customer satisfaction. Places appropriate emphasis on “excellence” and “speed of response” in work performance. Knows how to effectively repair relationships with employers and job seekers, alike.
• Articulate Value Proposition: Has good listening skills and is able to speak to individuals or large groups in order to teach, inform, or persuade. Is able to “sell” or succinctly “pitch” services to employers.
• Planning for the Long-Term: Understands how to nurture employer relationships into deeper partnerships. Helps job seekers define their long-term career goals, retain employment, and ultimately transition into jobs with increased responsibility.
• Job Seeker Assessment: Understands how to assess job seekers’ skills and abilities in order to match them to employers’ needs. Knows how to help clients make realistic career decisions and how to help clients search for, obtain, retain, and change employment.
• Labor Market Information (LMI): Understands the kinds of labor market information available and the uses of such information. Is able to access, analyze, and use local, state, and national electronic and non-electronic LMI delivery systems.
• Cultural Competency: Understands the special employment needs of diverse groups (i.e. job seekers with criminal backgrounds, youth, individuals with disabilities, etc.). Is able to adapt materials and services to address these needs. Acknowledges and appreciates the benefits and challenges of working with a diverse set of coworkers, clients, and employers. Understands biases they bring to the table when working with job seekers and employers.
• Networking and Collaboration: Understands the basic principles of teamwork. Is able to deal with customers, colleagues, agencies, and partner associates in a positive, professional manner. Is knowledgeable about the range of services in the community, and develops and maintains relationships with partners to deliver a comprehensive array of services to customers.

Frontline Supervisor

• Communication: Understands personal communication style and individual strengths and weaknesses so as to improve effectiveness. Knows how to adjust leadership and communication styles based on office culture and employees’ motivational preferences. Assigns tasks and responsibilities in an assertive, but not aggressive, manner. Knows how to delegate responsibility based on employees’ ability levels. Can implement team building and trust building strategies.
• Conflict Management: Is able to confidently and impartially implement basic steps of conflict resolution. Develops communication skills to prevent conflict whenever possible. Knows how to respond to various personality types when resolving a conflict.
• Motivation: Presents a personal example of proper motivation. Creates a climate that fosters self-motivation. Identifies and removes obstacles to a positive work environment.
• Performance Management: Brings the “big picture,” long term goals of the organization into the employee’s day to day tasks. Effectively communicates expectations and constructive criticism. Fairly and constructively assesses employee performance. Holds staff accountable to their given responsibilities.
• Self Management: Develops effective time-management skills and techniques to balance multiple priorities. Establishes a consistent organization system to streamline processes in the office. Develops stress management techniques to reduce burnout.

*Adapted from the National Association of Workforce Development Professionals Certified Core Competencies