V Skill HF-D9.10-006 sector-specific 9 umiejętności
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.
W jaki sposób serwis hrmforce to mierzy
- Metoda oceny
- On-the-job observation
- hrmforce narzędzie
- Work sample test, Competency Check
- Kompetencje (50-ramowe)
- Listen
- Możliwość szkolenia
- high
- Prognoza popytu na lata 2026–2030
- stable
Structured workplace observation with a form based on behavioural anchors.
Kotwice behawioralne
| Poziom | Zachowanie na tym poziomie |
|---|---|
| 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 i N4 celowo nie zostały przypisane do konkretnych punktów odniesienia. Oceniający umieszczają je pomiędzy punktami odniesienia, zgodnie z konwencją O*NET.
Podstawowe umiejętności
Umiejętności te dziedziczą ścieżkę oceny oraz punkty odniesienia behawioralne tej konstrukcji.
| T | Umiejętności | Definicja | Prognoza popytu na lata 2026–2030 |
|---|---|---|---|
| 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 |