V Skill HF-D9.10-006 sector-specific 9 skills
Citizen contact in the public domain
Holds conversations with citizens about decisions, rights and obligations, listens to their situation and stays businesslike and clear even under emotion.
How hrmforce measures this
- Assessment method
- On-the-job observation
- hrmforce instrument
- Work sample test, Competency Check
- Competency (50-framework)
- Listen
- Trainability
- high
- Demand outlook 2026 to 2030
- stable
Structured workplace observation with a form based on behavioural anchors.
Behavioural anchors
| Level | Behaviour at this level |
|---|---|
| N1 Guided | Answers simple questions at the desk or by phone using the standard answers and refers complex questions on. works under supervision and follows instruction · routine, one variable at a time · own task |
| N3 Proficient | Independently explains a rejection to an emotional citizen, stays businesslike and names the options that remain. sets own approach and seeks input proactively · several variables, some ambiguity · own team or process |
| N5 Leading | Sets the conversation standards for citizen contact, safeguards plain language and coaches staff in difficult conversations. sets the standard and the policy · strategic, under high uncertainty · organisation, value chain or profession |
N2 and N4 are deliberately not anchored. Raters place them between the anchors, following the O*NET convention.
Underlying skills
These skills inherit the assessment route and the behavioural anchors of this construct.
| T | Skill | Definition | Demand outlook 2026 to 2030 |
|---|---|---|---|
| V | Explaining a decision to a citizen Explaining decisions | Explains in plain language what a decision means, what it is based on and which step the citizen can take. | rising |
| V | Handling citizen calls Citizen call handling | Handles calls from citizens, summarises the question and either answers it or transfers the call purposefully. | declining |
| V | Writing in plain language Plain language | Writes letters and web texts at language level B1 with short sentences, active voice and no official jargon. | rising |
| V | Handling emotion in a citizen conversation Handling emotion | Acknowledges anger or grief of a citizen, stays businesslike and brings the conversation back to what is possible. | rising |
| V | Referring to the right authority Referral | Determines which organisation should handle a question and refers the citizen with explanation and contact details. | stable |
| V | Handling a citizen complaint Complaint handling | Handles a complaint about treatment or conduct, hears the complainant and reports the outcome in writing. | stable |
| V | Conducting a front office counter conversation Counter service | Conducts the counter conversation, establishes the question behind the question and either resolves it or books a follow up. | declining |
| V | Engaging an interpreter Interpreter services | Engages an interpreter or language support in case of a language barrier and keeps the citizen central in the conversation. | stable |
| V | Guarding confidentiality in citizen contact Confidentiality | Discusses personal data only with the person involved or a mandated party and chooses a place where others cannot overhear. | rising |