Display Resilience and Courage

  • Stay calm and act constructively in highly pressured and unpredictable environments
  • Give frank, honest advice in the face of strong, contrary views
  • Accept criticism of own ideas and respond in a thoughtful and considered way
  • Welcome new challenges and persist in raising and working through novel and difficult issues
  • Develop effective strategies and show decisiveness in dealing with emotionally charged situations, difficult and controversial issues

Act with integrity

  • Model the highest standards of ethical behaviour and reinforce them in others
  • Represent the organisation in an honest, ethical and professional way and set an example for others to follow
  • Ensure that others have a working understanding of the legislation and policy framework within which they operate
  • Promote a culture of integrity and professionalism within the organisation and in dealings external to government
  • Monitor ethical practices, standards and systems and reinforce their use
  • Act on reported breaches of rules, policies and guidelines

Manage self

  • Act as a professional role model for colleagues, set high personal goals and take pride in their achievement
  • Actively seek, reflect and act on feedback on own performance
  • Translate negative feedback into an opportunity to improve
  • Maintain a high level of personal motivation
  • Take the initiative and act in a decisive way

Value diversity

  • Seek to promote the value of diversity for the organisation
  • Recognise and adapt to individual differences and working styles
  • Support initiatives that create an environment in which diversity is valued

Communicate effectively

  • Present with credibility, engage varied audiences and test levels of understanding
  • Translate technical and complex information concisely for diverse audiences
  • Create opportunities for others to contribute to discussion and debate
  • Actively listen and encourage others to contribute inputs
  • Adjust style and approach to optimise outcomes
  • Write fluently and persuasively in a range of styles and formats

Customer service

  • Take responsibility for delivering high quality customer-focused services
  • Understand customer perspectives and ensure responsiveness to their needs
  • Identify customer service needs and implement solutions
  • Find opportunities to co-operate with internal and external parties to improve outcomes for customers
  • Maintain relationships with key customers in area of expertise
  • Connect and collaborate with relevant stakeholders within the community

Work collaboratively/teamwork

  • Build a supportive and co-operative team environment
  • Share information and learning across teams
  • Acknowledge outcomes which were achieved by effective collaboration
  • Engage other teams/units to share information and solve issues and problems jointly
  • Support others in challenging situations

Influence and negotiate

  • Negotiate from an informed and credible position
  • Lead and facilitate productive discussions with staff and stakeholders
  • Encourage others to talk, share and debate ideas to achieve a consensus
  • Recognise and explain the need for compromise
  • Influence others with a fair and considered approach and sound arguments
  • Show sensitivity and understanding in resolving conflicts and differences
  • Manage challenging relations with internal and external stakeholders
  • Pre-empt and minimise conflict

Deliver results

  • Complete work tasks to agreed budgets, timeframes and standards
  • Take the initiative to progress and deliver own and team/unit work
  • Contribute to allocation of responsibilities and resources to ensure achievement of team/unit goals
  • Seek and apply specialist advice when required

Plan and prioritise

  • Take into account future aims and goals of the team/unit and organisation when prioritising own and others' work
  • Initiate, prioritise, consult on and develop team/unit goals, strategies and plans
  • Anticipate and assess the impact of changes, such as government policy/economic conditions, on team/unit objectives and initiate appropriate responses
  • Ensure current work plans and activities support and are consistent with organisational change initiatives
  • Evaluate achievements and adjust future plans accordingly

Problem solving

  • Research and analyse information, identify interrelationships and make recommendations based on relevant evidence
  • Anticipate, identify and address issues and potential problems and select the most effective solutions from a range of options
  • Participate in and contribute to team/unit initiatives to resolve common issues or barriers to effectiveness
  • Identify and share business process improvements to enhance effectiveness

Demonstrate accountability

  • Assess work outcomes and identify and share learnings to inform future actions
  • Ensure that actions of self and others are focused on achieving organisational outcomes
  • Exercise delegations responsibly
  • Understand and apply high standards of financial probity with public monies and other resources
  • Identify and implement safe work practices, taking a systematic risk management approach to ensure health and safety of self and others
  • Conduct and report on quality control audits
  • Identify risks to successful achievement of goals, and take appropriate steps to mitigate those risks


  • Appreciate the importance of accuracy and completeness in estimating costs as well as calculating and recording financial data and transactions
  • Be aware of financial delegation principles and processes
  • Understand compliance obligations related to using resources and recording financial transactions


  • Apply computer applications that enable performance of more complex tasks
  • Apply practical skills in the use of relevant technology
  • Make effective use of records, information and knowledge management functions and systems
  • Understand and comply with information and communications security and acceptable use policies

Project Management

  • Perform basic research and analysis which others will use to inform project directions
  • Understand project goals, steps to be undertaken and expected outcomes
  • Prepare accurate documentation to support cost or resource estimates
  • Participate and contribute to reviews of progress, outcomes and future improvements
  • Identify and escalate any possible variance from project plans

Manage and develop people

  • Define and clearly communicate roles and responsibilities to achieve team/unit outcomes
  • Negotiate clear performance standards and monitor progress
  • Develop team/unit plans that consider team capability, strengths and opportunities for development
  • Provide regular constructive feedback to build on strengths and achieve results
  • Address and resolve team and individual performance issues, including unsatisfactory performance in a timely and effective way
  • Monitor and report on performance of team in line with established performance development frameworks

Inspire direction and purpose

  • Promote a sense of purpose within the team and enable others to understand the strategic direction of the organisation
  • Translate broad goals into operational needs and explain the links for the team
  • Link team performance goals to team/unit goals to ensure implementation of government policy
  • Ensure team objectives and outcomes lead to implementation of government policy
  • Recognise and acknowledge high individual/team performance

Optimise Business Outcomes

  • Develop team/unit plans that consider team capability and strengths
  • Plan and monitor resource allocation effectively to achieve team/unit objectives
  • Ensure team members work with a good understanding of business principles as they apply to the public sector context
  • Participate in wider organisational workforce planning to ensure the availability of capable resources

Manage reform and change

  • Actively promote change processes to staff and participate in the communication of change initiatives across the organisation
  • Provide guidance, coaching and direction to others managing uncertainty and change
  • Engage staff in change processes and provide clear guidance, coaching and support
  • Identify cultural barriers to change and implement strategies to address these

Transferable Skills - Sergeant (PDF)