4.3a EMRUSR 02-11-20252025 GENERAL MANAGER EVALUATION REWRITE PROCESS
Commitment to Customer Service
Q2: Shows diplomacy, respect and sensitivity in dealing with citizens and customers
Q3: Demonstrates care and concern about the quality of service to citizens and customers
Q4: Responds to citizens and customers in a timely and appropriate manner
Q5: Maintains good working relationship with citizens and customers
Q6: Views complaints as an opportunity to creatively solve issues and responds with composure
to criticism and/or complaints
Q7: Comments
Commitment to Customer Service Rewrite:
1. Demonstrates diplomacy, respect, and care in all interactions with customers.
2. Provides timely and appropriate responses to customer complaints while maintaining
strong, positive relationships.
3. Views complaints as opportunities for constructive problem -solving and handles
criticism with composure.
4. Comments
Communications
Q8: Communicates appropriately in spoken and written word
Q9: Demonstrates good listening skills
Q10: Shares information accurately and in a timely manner
Q11: Respects confidentiality and privacy of others
Q12: Is receptive to feedback and other opinions
Q13: Communicates expectations to others effectively
Q14: Comments
Communications Rewrite:
S. Communicates thoughts and expectations through effective written, verbal, and non-
verbal communication.
6. Shares accurate, timely information while respecting confidentiality and privacy of
others.
7. Demonstrates active listening skills and is receptive to feedback and differing
opinions.
8. Comments
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Behavioral Expectations
Q15: Is flexible and exhibits a willingness and ability to adjust to changing conditions or
priorities
Q16: Takes initiative to identify and act on problems
Q17: Leads by example and is involved in continuous learning
Q18: Is responsive to others ["Respectful to"] needs or requests (i.e. citizens, developers,
employees, etc.)
Q19: Is able to deal constructively with conflict. Focuses on the situation or issue, not the
person
Q20: Is able to independently generate new thoughts and ideas ["innovation"]
Q21: Demonstrates respect for employees, citizens, developers and others. Maintains self-
confidence and self-esteem of others.
Q22: Is able to solve problems and make decisions ["Takes initiative... responding"]
Q23: Works effectively with others. Maintains constructive relationships with department
heads and employees.
Q24: Comments
Behavioral Expectations Rewrite:
9. Takes initiative to identify issues and exhibits flexibility when responding to changing
conditions or priorities.
10. Respects staff and stakeholders in resolving conflicts constructively.
11. Fosters collaborative relationships with staff and stakeholders to create an
environment of continuous learning and innovation.
12. Comments:
Personnel Administration
Q25: Cooperates with and supports department heads to accomplish team goals
Q26: Performs the Osics of supervision (i.e. Completes reviews, conducts staff meetings,
pFrovides regular feedback to employees, etc.)
Q27: Anal; situations and considers alternatives before making decisions [CUT: Redundant to
Mion
Q28: Addresses employee issues in an appropriate manner, place and time
Q29: Takes timely and appropriate disciplinary action
Q30: Recognizes and encourages positive employee actions and behaviors
Q31: Comments
Personnel Administration Rewrite:
13. Supports leadership in accomplishing strategic goals while effectively performing daily
supervisory duties, including staff meetings, reviews, and feedback.
14. Addresses personnel issues and responds with thoughtful, timely decisions when
disciplinary action is required.
15. Recognizes and encourages positive employee actions and behaviors.
16. Comments:
Management
Q32: Manages, monitors and makes effective use of money, materials and human resources
Q33: Assesses, evaluates and effectively delegates authorization and responsibility in
accordance with employees' capabilities to make the best use of their talents, skills and
knowledge
Q34: Keeps others informed on issues that affect the ci-A
Q35: Observes rules and regulations (i.e. Data Privacy Act, Personnel Policies, OSHA, etc.)
Q36: Understands issues from a utility wide and departmental point of view
Q37: Complies with all statutes, rules, policies, procedures and reporting requirements in a
timely and accurate manner
Q38: Comments
Management Rewrite:
17. Delegates responsibility and authorization in accordance with staff capabilities,
knowledge, and talents, making effective use of money, material, and human capital.
18. Understands issues affecting the utility at both broad and specific levels and
communicates those issues effectively to staff and stakeholders.
19. Complies with statutes, rules, regulations, and policy requirements.
20. Comments:
Leadership
Q39: Provides leadership to organizational efforts with the city and serves as a role model
Q40: Willingly helps others to reach their potential ["encourages staff development"]. Identifies
and creates opportunities to help others in acquiring and developing their skills and abilities
[encourages staff development"].
Q41: Promotes a positive, constructive and supportive work environment
Q42: Fosters goodwill and represents the city in a professional manner
Q43: Effectively plans for both long-term and short-term needs of the city.
Q44: Utilizes employees in a manner which recognizes and develops their skills and training
["encourages staff development"].
Q45: Empowers others to explore creative ways to complete job responsibilities [Cut: covered in
question 11]
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Q46: Encourages the expression of differing points of view [Cut: Covered in question 7]
Q47: Aligns employee performance toward a shared organizational and city vision
Q48: Comments
Leadership Rewrite:
21. Models positive leadership by creating a supportive work environment that
encourages staff development and achieves organizational goals.
22. Effectively plans for short- and long-term needs of the utility and aligns staff
performance with those needs.
23. Fosters goodwill and represents the utility in a professional manner.
24. Comments:
Open -Ended Questions
Q49: What should this employee START doing to be more effective?
Q50: What should this employee STOP doing to be more effective?
Q51: What should this employee CONTINUE doing to be more effective?
Q52: What do you see as this person's greatest strength?
Q53: What do you see as this person's greatest need for improvement?
Q54: Overall comments
Open -Ended Questions Rewrite:
25. What specific practices should this employee develop to increase their impact?
26. What specific practices should this employee reduce to increase their impact?
27. What specific practices are already working well for this employee?
28. What are this employee's most valuable contributions to the organization?
29. Where does this person have the greatest potential for growth?
30.Overall comments:
MR