Office Support Performance Appraisal Rubric (2011)
The mission of the Parkway School District is to ensure all students are capable, curious, confident learners who understand and
respond to the challenges of an ever-changing world.
Criteria
Ineffective*
Needs Attention*
*Requires PIP
*Requires recommendations for
improvement to be identified in
comments section
Effective
Exemplary
*Requires supporting
documentation identified in
comments section
Standard 1: Professional Conduct
Support Staff contribute to the learning environment by modeling professional and ethical behavior in support of students, staff
and the community.
Maintains
Employee does not
Employee usually maintains Employee maintains
Employee is a role model for
Confidentiality
maintain confidentiality
confidentiality and
confidentiality and rarely
others in his/her
and shares information
sometimes shares
shares information if there
department/building, he/she
even when there is not a information even if there is
is not a need to know. Will always maintains
need to know
not a need to know
check with supervisor if
confidentiality exhibiting
unsure of confidential
excellent judgment regarding
nature of material
sharing information only on a
need to know basis
Makes sound and
ethical decisions
Violates district
Employee Use Policy
(EUP) – consistently
shares passwords, uses
supervisor’s passwords
and/or does not secure
confidential documents
and materials
Violates district EUP – may
occasionally share
passwords and/or uses
supervisor’s passwords;
may not always secure
computer when away from
desk for extended period of
time
Complies with district EUP
– always secures
confidential information
and does not share
passwords
Is in full compliance with
district EUP – does not
share his/her passwords,
always secures confidential
PC screens and places
confidential materials under
lock and key
Supervisor has received
multiple complaints
regarding employee’s
unethical actions –
employee is not able to
make sound and/or
ethical decisions
Employee occasionally
makes sound and ethical
decisions with significant
assistance; may “go with
the flow” rather than report
wrongdoing or unethical
actions
Employee makes sound
and ethical decisions most
of the time; will bring
unethical situations to
management’s attention
Employee makes sound and
ethical decisions and
supports his/her supervisor
in making sound and ethical
decisions; reports
wrongdoing or unethical
practices
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1
Criteria
Shows Respect for
People and Policies
Maintains a positive
image
Ineffective*
Needs Attention*
*Requires PIP
*Requires recommendations for
improvement to be identified in
comments section
Effective
Exemplary
*Requires supporting
documentation identified in
comments section
Does not consistently
greet visitors and callers
in a professional manner
according to the
employee’s needs; uses
poor customer service
skills and has little
respect for diversity
Sometimes greets visitors
and callers in an
unprofessional manner with
inconsistent customer
service skills and little
respect for diversity
Greets visitors and callers
in professional manner that
respects diversity with
customer service skills that
handles inquiries and/or
directs them to the
appropriate persons
according to their needs
Greets visitors and callers in
professional manner that
respects diversity with
excellent customer service
skills that handles inquiries
and/or directs them to the
appropriate persons
according to their needs
Doesn’t know much
about district policies and
guidelines specific to the
work and has no idea
how to locate them
Knows there are district
policies and guidelines but
is not able to access them
even with direction
Is somewhat familiar with
district policies and
guidelines specific to the
work and is able to access
them with some effort
Is familiar with district
policies and guidelines
specific to the work and is
able to access them all of
the time.
Does not represent
district in positive
manner. Employee is
rarely professional in
dress and conversation
Represents the district in a
positive manner only when
a Supervisor directs
employee specifically to do
so. Employee is often
unprofessional in dress and
conversation
Represents the district in a
positive manner when
aware it’s important.
Employee is professional
in dress and conversation
Is a role model for others in
the department/building;
consistently projects
exemplary appearance and
conduct
Does not maintain a
positive relationship with
all internal and external
customers
Does not always maintain a
positive relationship with all
internal and external
customers
Provides prompt, friendly
customer service and
maintains a positive
relationship with internal
and external customers
Consistently relied on to
provide excellent, prompt,
friendly customer service
and maintain a positive
relationship with internal and
external customers
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2
Criteria
Maintains Reliable
Attendance
Accepts
constructive
feedback and
responds positively
Ineffective*
Needs Attention*
*Requires PIP
*Requires recommendations for
improvement to be identified in
comments section
Employee’s attendance
is poor and has many
unexpected tardy
instances or absences
Effective
Exemplary
*Requires supporting
documentation identified in
comments section
Employee attendance is
reliable, punctual and
consistent with few
unexpected tardy
instances or absences
Time off is requested in
Workforce usually checking
in advance that the work will
not be impacted by time off
Employee attendance is
outstanding and punctual
with no unexpected tardy
instances or absences
Time off is not requested
in advance in Workforce
and with no consideration
of the expected workload
Employee attendance is not
reliable, inconsistent, not
punctual and has several
unexpected tardy instances
or absences
Time off is sometimes
requested in Workforce
with some consideration of
expected workload
Employee does not
accept constructive
feedback and rarely
responds positively
Employee occasionally
accepts constructive
feedback and responds
positively
Employee accepts
constructive feedback and
responds positively
Employee asks for and
accepts constructive
feedback and responds
positively
Rarely takes and follows
direction. Does not
assume responsibility for
mistakes
Is inconsistent in taking
and following direction.
Seldom assumes
responsibility for mistakes
Often takes and follows
direction well. Assumes
responsibility for mistakes
Takes and follows direction
well. Rarely makes mistakes,
but always assumes
responsibility if made.
Time off is always requested
in Workforce and verified in
advance so work will not be
impacted by time off
Standard 2: Continuous Learning
Support Staff are proficient in their work and continually develops their skills, knowledge and competencies.
Searches
Does not know how to
Organizes and maintains
Accesses, interprets and
Accesses, interprets and
independently for
search for new ideas
information
communicates information
accurately communicates
new ideas
on a regular basis
information consistently
Will invest large amounts
of non-productive time
performing tasks current
way rather than adopt
more progressive, timesaving process,
technology, etc.
Does not attempt to search
for new ideas, methods, or
processes
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Proactively pursues results
and looks for solutions to
issues occasionally
Proactively pursues results
and looks for creative
solutions on a regular basis
and often contributes
innovative ideas and
solutions to existing
problems
3
Criteria
Ineffective*
Needs Attention*
*Requires PIP
*Requires recommendations for
improvement to be identified in
comments section
Effective
Exemplary
*Requires supporting
documentation identified in
comments section
Understands and
uses multiple best
practice procedures
Does not know why bestpractice office
procedures are important
Doesn’t understand best
practice procedures
specific to work even when
supervisor explains
Understands and uses
some best-practice
procedures specific to work
as directed by supervisor
Understands, identifies and
uses best-practice
procedures specific to work
Accesses and
attends
professional
development
opportunities
Employee does not
attend professional
development as
requested and rarely
participates in new
learning
Supervisor initiates
professional development
discussion to suggest
improvement to skills and
productivity and/or
employee is inconsistent in
transfer of new learning
and/or resists new learning
Occasionally discusses
professional development
with supervisor and attends
professional development to
improve skills and
productivity and transfers
learning
Discusses professional
development with supervisor
and attends professional
development to improve
skills and productivity and
transfers learning on a
regular basis
Unable to self assess
needed competencies
and skills needed to
successfully complete
work occasionally
Rarely able to self assess
needed competencies and
skills needed to
successfully complete
work occasionally
Able to self assess needed
competencies and skills
needed to successfully
complete work occasionally
Able to self assess needed
competencies and skills
needed to successfully
complete work
Does not know where or
how to access
professional
development
opportunities in and out
of district
Is not sure where to
access professional
development opportunities
in and out of the district
Knows how to access
professional development
opportunities in and out of
district with minimal
assistance
Knows how to search for and
access professional
development opportunities in
and out of district
Does not upgrade skills
Only upgrades skills as
requested by Supervisor
Ensures skills are
competent to what is
required by the position
Ensures skills are continually
upgraded above what is
required by the position
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4
Criteria
Ineffective*
Needs Attention*
*Requires PIP
*Requires recommendations for
improvement to be identified in
comments section
Effective
Exemplary
*Requires supporting
documentation identified in
comments section
Adapts prior
knowledge and
experience with
flexibility to new
situations and tasks
Does not show flexibility
to new situations
Demonstrates flexibility to
new situations when it is
convenient
Usually demonstrates
flexibility to new situations
Rarely adapts prior
knowledge and
experience to new
situations and tasks
Does not adapt prior
knowledge and experience
that transfers to new
situations and tasks
regularly
Often adapts prior
knowledge and experience
that transfers to new
situations and tasks
Shares and teaches
professional
knowledge
Professional skills not
competent enough and
should not be sharing
with others
Employee is
knowledgeable about
some professional skills
and competencies but
does not share knowledge
with others
Employee is knowledgeable
about most professional
skills and competencies and
is willing to share
knowledge with others
when requested
Consistently demonstrates
flexibility to new situations
often taking the lead as a
model for others
Consistently adapts prior
knowledge and experience
that transfers to new
situations and tasks
Employee is very
knowledgeable about
professional skills and
competencies, is willing and
able to teach others to
become more competent by
sharing knowledge
Standard 3: Quality of Work
Support Staff are accountable for job responsibilities, achieving performance goals, striving for excellence and adapting to
change.
Effective Problem
Employee does not
Employee is rarely able to
Employee is able to
Consistently weighs
Solver
problem solve and waits
problem solve without
problem solve with minimal available information and
for specific direction from significant assistance.
assistance from supervisor
makes very sound decisions
supervisor
Reluctant to make
and recommendations.
decisions and decisions
Readily recognizes when a
are not always sound. May
decision is necessary. Notes
not involve relevant others
alternatives to problematic
in decision-making process
methods/processes and
makes specific
recommendations on how
problems can be eliminated.
Always involves relevant
others in decision-making
process
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5
Criteria
Effective and
thorough
knowledge of all
phases of job and
its relation to other
jobs
Effective in
establishing and
organizing job
priorities
requirements to
ensure work is neat,
accurate and
completed properly
Ineffective*
Needs Attention*
*Requires PIP
*Requires recommendations for
improvement to be identified in
comments section
Effective
Exemplary
*Requires supporting
documentation identified in
comments section
Takes no responsibility
for understanding job
Makes excuses and takes
little responsibility for
understanding of all
phases of the job
Takes responsibility for
understanding most phases
of the job and its relation to
other positions
Consistently takes
responsibility for thorough
understanding of all phases
of the job and its relation to
other positions
Does not set professional
goals to correct
performance
Does not follow through
even when supervisor sets
professional goals,
monitors progress and
corrects performance
With supervisor, sets
professional goals, monitors
progress and corrects
performance
Sets professional goals,
monitors progress and
corrects performance to
meet goals and
communicates with
supervisor
Does not communicate
ideas to others in an
effective way
Communicates ideas to
persuade and convince
others occasionally when
directed by supervisor
Occasionally communicates
ideas that persuade and
convince others,
responsibly challenges
existing procedures and
policies
Effectively communicates
ideas to persuade and
convince others, responsibly
challenges existing
procedures and policies
Does not plan ahead,
ineffective in establishing
priorities, forgets
deadlines and/or tasks
are rarely done
accurately. Requires
constant supervision
Has difficulty in organizing
workflow to comply with
priorities, rarely anticipates
deadlines and/or has
frequent errors. High
degree of oversight
required of supervisor
Understands project
management, usually
prioritizes work effectively,
anticipates most deadlines
and performs tasks with
minimal errors
Understands project
management, very effective
in establishing and
organizing priorities,
anticipates deadlines and
performs tasks accurately
with rare errors
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6
Criteria
Ineffective*
Needs Attention*
*Requires PIP
*Requires recommendations for
improvement to be identified in
comments section
Effective
Exemplary
*Requires supporting
documentation identified in
comments section
Demonstrates
excellent
organizational skills
Does not demonstrate
organizational skills to be
effective and efficient
Demonstrates inconsistent
organizational skills that
occasionally result in
effective and efficient work
Demonstrates good
organizational skills that
result in effective and
efficient work
Demonstrates excellent
organizational skills that
result in highly effective and
efficient work
Shows sense of
urgency about
completing work
Employee does not
complete work on time
and/or is not able to
balance more than one
deadline at a time
Often a “problem” will
stop the employee in
his/her tracks
Employee is unable to
produce a high volume of
high quality work.
Quantity and quality are
unsatisfactory. Employee
unable to work more
quickly when the
workload requires it
Employee shows no sense
of urgency in meeting
deadlines or providing
customer service
Employee is usually
focused on completing work
assigned on time and
knows how to balance and
meet several deadlines
Is able to view problems as
challenges
Employee is consistently
focused on completing work
assigned on time and knows
how to balance and meet
several deadlines
Proactively pursues results
and solves issues – takes on
problems as challenges
Employee produces high
volume of excellent work.
Anticipates and is able to
work more quickly when
workload requires greater
productivity
Produces a high
volume of quality
work
Often a “problem” will be
ignored
Employee does not
produce a high volume of
quality work even when
requested to do so. Needs
improvement to meet
expected results in
quantity and quality.
Employee unable to work
more quickly when the
workload requires it
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Employee achieves
expected results in quality
and quantity of work. Able
to work more quickly when
workload requires greater
productivity
7
Criteria
Ineffective*
Needs Attention*
*Requires PIP
*Requires recommendations for
improvement to be identified in
comments section
Standard 4: Teamwork
Support Staff effectively work together as team members in Parkway.
Develops effective
Does not demonstrate
Occasionally demonstrates
working
effective interpersonal
effective interpersonal
relationships and
skills, has difficulty
skills, works adequately
works well with
working with others from
with others from diverse
others in and out of diverse backgrounds.
backgrounds. Tries to
work area
Occasionally promotes
promote an atmosphere of
an atmosphere of respect respect for children and
for children and adults.
adults. Tries to maintain a
Does not maintain an
positive working
open, positive working
relationship with staff and
relationship with staff and the public
the public
Shares information
Does not know what
Occasionally aware of
and resources to
team is working on
what team is working on
improve team
and/or does not share
and/or does not share
performance
information with team
information with team
members to improve
members to improve team
team effectiveness
effectiveness
Takes on additional Does not have team
Team member skills are
work to assist the
member skills. Is not able limited and participation is
team when needed
to contribute to group
sporadic. Rarely
effort and does not assist contributes to group effort
others as needed
and rarely assists others to
get jobs completed as
needed
Encourages
Employee does not know Employee is not clear
commitment to
the team mission and
about team mission and
team mission and
vision and is not
vision and has limited
vision
supportive of
commitment to the team
commitment to them
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Effective
Exemplary
*Requires supporting
documentation identified in
comments section
Regularly demonstrates
effective interpersonal skills,
works well and
cooperatively with others
from diverse backgrounds.
Regularly promotes an
atmosphere of respect for
children and adults. Works
to maintain an open,
positive working relationship
with staff and the public
Consistently demonstrates
excellent interpersonal skills,
works well and cooperatively
with others from diverse
backgrounds. Consistently
promotes an atmosphere of
respect for children and
adults. Consistently
maintains an open, positive
working relationship with
staff and the public
Regularly aware of team
work, searches for and
shares pertinent information
with team members to
improve team effectiveness
Consistently aware of team
work, searches for and
shares pertinent information
with team members to
improve team effectiveness
Participates regularly as a
team member, contributes
to group effort and assists
others to get jobs
completed as needed
Consistently demonstrates
excellent team member
skills, contributes to group
effort and assists others to
get jobs completed
Employee understands the
team mission and vision
and encourages others in
their work to support
mission and vision
Employee demonstrates
team mission and vision and
actively encourages others
in their work to support
mission and vision
8
Criteria
Constructively
manages conflict
Ineffective*
Needs Attention*
*Requires PIP
*Requires recommendations for
improvement to be identified in
comments section
Employee does not know
or use strategies to
constructively manage
conflict and often
escalates conflict
Employee does not know
or use strategies to
constructively manage
conflict
Effective
*Requires supporting
documentation identified in
comments section
Employee often knows and
uses strategies to
constructively manage
conflict – both directly and
indirectly
Standard 5: Resourcefulness
Support Staff are responsible members of the community conserving and protecting district resources.
Understands how
Has no understanding of Has limited understanding
Understands the cultural,
cultural,
the cultural,
of the cultural,
organizational, and
organizational, and
organizational, and
organizational, and
technological processes of
technological
technological processes
technological processes of the district and is regularly
systems work and
of the district and is not
the district and often
able to find the necessary
operates effectively able to find the solutions
struggles to find the
solutions to requests
with them
to requests
necessary solutions to
requests
Suggests improved
methods for
accomplishing
tasks
Employee is not
interested in providing
feedback on existing
systems
Employee rarely suggests
modifications and does not
provide relevant feedback
to existing systems to
improve effectiveness
Employee is often a
creative problem solver and
provides relevant feedback
to existing systems to
improve effectiveness
Exercises effective
time management
Employee does not
understand and does not
use effective time
management. Time
wasted by making
excessive personal
phone calls, web surfing
and/or other non-work
related personal
business
Employee rarely exercises
effective time
management. Time wasted
by making excessive
personal phone calls, web
surfing and/or other nonwork related personal
business
Employee understands and
regularly exercises effective
time management
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Exemplary
Employee consistently
knows and uses strategies to
constructively defuse and
manage conflict – both
directly and indirectly
Clearly understands the
cultural, organizational, and
technological processes of
the district and is
consistently able to find the
necessary solutions to
requests
Employee consistently thinks
creatively and suggests
modifications to existing
systems and/or provides
relevant feedback that will
improve effectiveness
Employee clearly
understands and
consistently demonstrates
effective time management
9
Criteria
Is aware of budget
and proposes costsaving strategies
Ineffective*
Needs Attention*
*Requires PIP
*Requires recommendations for
improvement to be identified in
comments section
Does not look for or
suggest cost-saving
strategies that will still
provide quality
Does not look for or
suggest cost-saving
strategies that will still
provide excellent quality
Effective
Exemplary
*Requires supporting
documentation identified in
comments section
Employee understands
budget limits and budget
processes. Occasionally
suggests cost-saving
strategies that will still
provide excellent quality
Employee understands
budget limits and budget
processes.
Consistently looks for and
suggests effective costsaving strategies that will still
provide excellent quality in
consideration for taxpayers’
dollars.
Technology Literacy
Aligned to all the standards.
Expands technical
Employee is not
knowledge through interested in learning
participation in
new technology skills and
workshops, course
does not participate in
work, conferences,
learning opportunities
and on-line learning
Provides technical
assistance to
others
Employee has very
limited understanding of
technologies and is not
able to provide accurate
technical assistance
Employee is somewhat
interested in learning new
technology skills but rarely
participates in learning
opportunities
Employee is usually
interested in learning new
technology skills and
participates in learning
opportunities
Employee is always
interested in learning new
technology skills,
consistently searches for
and participates in learning
opportunities
Employee has limited
understanding of
technologies and is unable
to provide technical
assistance to others
Employee has a strong
understanding and works
with a variety of
technologies and is
regularly willing to provide
accurate technical
assistance to others when
needed
Employee has a significant
understanding of and works
with a variety of technologies
and is consistently willing to
provide accurate technical
assistance to others
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10
Criteria
Ineffective*
Needs Attention*
*Requires PIP
*Requires recommendations for
improvement to be identified in
comments section
Employee does not
understand when and
how to apply specific
technology to tasks
Employee occasionally
understands when and how
to apply specific technology
to tasks
Employee regularly
understands when and
how to apply specific
technology to tasks
Employee consistently
understands when and how
to apply specific technology
to tasks
Employee does not have
proficiency in Microsoft
Office applications or
other software/equipment
for work efficiency
Employee rarely
demonstrates proficiency in
Microsoft Office applications
or other software/equipment
for work efficiency
Employee demonstrates
competence in Microsoft
Office applications or other
software/equipment for
work efficiency
Employee demonstrates
excellent proficiency in
Microsoft Office applications
or other software/equipment
for work efficiency
Accesses district
and school/
department
websites for
information
Employee does not use
district and
school/department
websites
Employee uses district and
school/department websites
with a significant effort
Employee consistently uses
district and school/
department websites with
ease to locate and share
information effectively
Seeks and
proposes new ways
to utilize
technology on job
Employee has very
limited understanding of
intent and proper
procedures for
technology applications
and does not have
interest in looking for new
ways to best accomplish
task
Employee does not
maintain or troubleshoot
equipment
Employee has limited
understanding of intent and
proper procedures for
technology applications and
does not look for new ways
to accomplish tasks
Employee regularly uses
district and
school/department
websites to locate and
share information
effectively
Employee has an
understanding of intent
and proper procedures for
technology applications
and equipment and looks
for new ways to best
accomplish tasks
Employee regularly
maintains and
troubleshoots equipment –
prevents, identifies, or
solves problems with
equipment
Employee consistently
maintains and troubleshoots
equipment – prevents,
identifies, or solves problems
with equipment
Proficiency in
Microsoft Office or
other software/
equipment as
appropriate to job
Prevents and
solves equipment
issues
Employee occasionally
maintains and troubleshoots
equipment – prevents,
identifies, or solves
problems with equipment
when requested by
supervisor
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Effective
Exemplary
*Requires supporting
documentation identified in
comments section
Employee has deep
understanding of intent and
proper procedures for
technology applications and
equipment and regularly
utilizes more efficient ways
to accomplish tasks
11
Criteria
Ensures data entry
integrity
Ineffective*
Needs Attention*
*Requires PIP
*Requires recommendations for
improvement to be identified in
comments section
High data input error rate
resulting in negative
impact on department,
school and / or district;
employee cannot
effectively perform the
essential function of the
job
Input of data is less than
100% accurate and / or
employee may not
demonstrate critical thinking
by researching questionable
or inconsistent data before
entering data
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Effective
Exemplary
*Requires supporting
documentation identified in
comments section
Input of data is 100%
accurate; is capable of
demonstrating critical
thinking by questioning
and resolving data
inconsistencies or issues
Input of data is 100%
accurate; consistently thinks
critically questioning and
resolving data
inconsistencies or issues as
needed; serves as a
resource for others
12