Aberdeen City Council Capability Framework

Level 3

To do this effectively each of us needs to:

  • Understand our purpose and direction so that we’re clear what we’re trying to achieve and can focus our priorities on achieving that purpose
  • Understand and manage demand – know where the demand on our services’ time and resources comes from and think about how best to manage this demand so we make best use of our resources
  • Take a customer-centric approach which puts our customers at the heart of what we do 

BEHAVIOURS

What this looks like when we're at our best ...

  • We value people’s voices which means we listen, seek to understand and then act
  • We look at the bigger picture – we focus on what matters for the city of Aberdeen
  • We step back and ask ‘why’ – we don’t keep doing the same things and expecting a different outcome
  • We look for how technology can take us forward, but we also know when the human touch is needed
  • We act with integrity – we show moral courage – we do the decent thing
  • Customers are not a number – we care and show empathy – we support the most vulnerable and encourage the most able

What this looks like when we're at our worst...

Knowing something is rubbish or wasteful but doing it anyway

Not listening or ignoring people’s needs

We know best – ‘ivory tower’ thinking 

Being careless with data, resources, time or people

Acting on personal preference or assumptions rather than facts

KNOWLEDGE

Understanding the Council's purpose and direction

I understand

  • How the services I manage support improved outcomes

SKILLS

Understanding the Council's purpose and direction

I show I can 

  • Use storytelling to create a strong strategic narrative

Understanding and managing demand

I understand 

  • The volume, nature and costs of demand on the services I manage
  • The importance of early intervention in redirecting limited resources to prevention rather than cure
  • How to use design thinking and whole system thinking to improve outcomes and reduce demand through early intervention and prevention

Understanding and managing demand

I show I can 

  • Empower others to proactively manage demand and apply early intervention in practice to improve outcomes, reduce harm and control costs

Taking a customer-centric approach

I understand

  • The importance of engagement and co-creation with customers
  • The Community Empowerment (Scotland) Act 2015 and what this means for community engagement

Taking a customer-centric approach

I show I can 

  • Empower others to take a customer-centric approach and make decisions at the point of need
  • Engage effectively with customers through digital and other channels

Click into each Guiding Principle below to explore what's needed from all our level three employees​

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