CCAR or SAR interview questions

I need help answering 

PBI question with a Situation, Action, Result  (SAR) model or Challenge-Context-Action-Result (CCAR) Model

6  Questions need to be answered by using a SAR or CCAR

Job role: Hospital Patient Advocate and Supervisor Surgery Administrator 

Attached are the questions. 

HSS for Mental Health Care Line (Interview Questions)

1. Tell me about a time you had to handle multiple responsibilities. How did you organize the work you had to do, given the same situation how would you organize the work differently?

2. Tell me about a time you were involved in a group activity where others involved were hard to get along with what did you do about it and were your efforts effective and would you do anything different today.

3. Describe situation where you had to deal with an upset customer. what did you do and what was the outcome?

4. Provide us with a recent change with our organization that directly impacted an area you were responsible for. How did you personally manage the change? How did your work with others and what was the outcome?

5. Give me an example of time you used good judgment and decision making in solving a problem.

6. Describe a negative work experience you learned from describe the circumstances and give an example that you applied the learning to a work situation.

September

2012

Guide To Senior Executive

Service Qualifications

Guide to the SES Qualifications September 2012

INTRODUCTION

In the 21st century, Government executives face special challenges. They must be visionary

leaders with a strong commitment to public service. They must be able to apply “people skills” to

motivate their employees, build partnerships, and communicate with their customers. Finally, they

need solid management skills in order to produce optimum results with limited resources.

Membership in the Senior Executive Service (SES) demands leadership, professional integrity, a

broad perspective, and a commitment to the highest ideals of public service. The women and men

charged with leading the continuing transformation of government possess well-honed executive

skills and share a broad perspective of government and a public service commitment which is

grounded in the Constitution. The keystone of the Civil Service Reform Act of 1978, the SES was

designed to be a corps of executives selected for their leadership qualifications today. While

technical job-specific qualifications are important, the keystone of the SES is executive leadership.

The Office of Personnel Management (OPM) helps make sure the Government selects strong

leaders by developing the core qualifications used to test new career appointees to the Senior

Executive Service (SES) and by administering peer review boards which evaluate whether

candidates possess these essential leadership qualifications.

The Executive Core Qualifications (ECQs) were developed in 1997 after extensive research on the

attributes of successful executives in both the private and public sectors. They were revalidated

and reissued with a few modifications in 2006. In their current form, ECQs represent the best

thinking of organizational psychologists, human resources professionals both at OPM and other

agencies, and Senior Executives themselves.

The ECQs are:

• Leading Change

• Leading People

• Results Driven

•

Business Acumen

• Building Coalitions

In 2008, OPM piloted two additional methods for selecting members of the SES; the

Accomplishment Record and Resume-based methods. Both of these methods continue to be based

on the ECQs. However, the Accomplishment Record method differs from the traditional approach

to selecting SES members in that applicants are not asked to address the five broad ECQs but rather

on a select few of the 28 executive competencies underlying them. The Resume-based option is

even simpler, with the applicant showing possession of the ECQs in a standard resume format. In

order to keep this Guide up to date, with these developments, we are reissuing it with more user

friendly resume based examples.

All current vacancies for career SES positions and SES candidate development programs at

departments and agencies across the Federal Government’s appear on OPM’s official job website

located at http://www.usajobs.gov/SeniorExecutives.

http://www.opm.gov/ses/qualify.asp

http://www.usajobs.gov/SeniorExecutives

Guide to the SES Qualifications September 2012

CONTENTS

Executive Qualifications……………………………………………………………………………………………

1

Competencies…………………………………………………………………………………………………………..

3

Merit Competition ……………………………………………………………………………………………………

6

Qualifications Review Board Certification…………………………………………………………………..

7

Writing Executive Qualifications Narratives…………………………………………………………………

9

Examples of Qualifications Narratives………………………………………………………………………..

10

Writing Accomplishment Record Narratives………………………………………………………………..

23

Examples of Accomplishment Record Narratives………………………………………………………… 2

4

Addressing Executive Qualifications in a Resume………………………………………………………..

29

Resume Example………………………………………………………………………………………………………

30

Appendix A: Tips for Writing Effective ECQ Narratives, Accomplishment Record

Narratives, and Resume…………………………………………………………………….. 3

8

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Guide to the SES Qualifications September 2012

EXECUTIVE QUALIFICATIONS

The law requires that the executive qualifications of each new career appointee to the Senior

Executive Service (SES) be certified by an independent Qualifications Review Board based on

criteria established by the Office of Personnel Management (OPM). The Executive Core

Qualifications (ECQs) describe the leadership skills needed to succeed in the SES; they also

reinforce the concept of an “SES corporate culture.” This concept holds that the Government needs

executives who can provide strategic leadership and whose commitment to public policy and

administration transcends their commitment to a specific agency mission or an individual

profession.

Executives with a “corporate” view of Government share values that are grounded in the

fundamental Government ideals of the Constitution: they embrace the dynamics of American

Democracy, an approach to governance that provides a continuing vehicle for change within the

Federal Government.

OPM has identified five executive core qualifications. The ECQs were designed to assess

executive experience and potential–not technical expertise. They measure whether an individual

has the broad executive skills needed to succeed in a variety of SES positions–not whether they are

the most superior candidate for a particular position. (The latter determination is made by the

employing agency.) Successful performance in the SES requires competence in each ECQ. The

ECQs are interdependent; successful executives bring all five to bear when providing service to the

Nation.

The ECQs are:

1. Leading Change

This core qualification involves the ability to bring about strategic change, both within and outside

the organization, to meet organizational goals. This ECQ requires the ability to establish an

organizational vision and to implement it in a continuously changing environment.

2. Leading People

This core qualification involves the ability to lead people toward meeting the organization’s vision,

mission, and goals. This ECQ requires the ability to provide an inclusive workplace that fosters the

development of others, facilitates cooperation and teamwork, and supports constructive resolution

of conflicts.

3. Results Driven

This core qualification involves the ability to meet organizational goals and customer expectations.

This ECQ requires the ability to make decisions that produce high-quality results by applying

technical knowledge, analyzing problems, and calculating risks.

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Guide to the SES Qualifications September 2012

4. Business Acumen

This core qualification requires the ability to manage human, financial, and information resources

strategically.

5. Building Coalitions

This core qualification requires the ability to build coalitions internally and with other Federal

agencies, State and local governments, nonprofit and private sector organizations, foreign

governments, or international organizations to achieve common goals.

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Guide to the SES Qualifications September 2012

COMPETENCIES

Competencies are the personal and professional attributes that are critical to successful performance

in the SES. They are based on extensive research of Government and private sector executives and

input from agency Senior Executives and human resources managers. There are 28 competencies.

Twenty-two of the competencies are the specific competencies for the Executive Core

Qualifications (ECQs). The remaining six are the fundamental competencies and are the attributes

that serve as the foundation for each of the ECQs. Experience and training that strengthen and

demonstrate the competencies will enhance a candidate’s overall qualifications for the SES.

The ECQ Competencies are:

Leading Change

Creativity and Innovation – Develops new insights into situations; questions conventional

approaches; encourages new ideas and innovations; designs and implements new or cutting edge

programs/processes.

External Awareness – Understands and keeps up-to-date on local, national, and international

policies and trends that affect the organization and shape stakeholders’ views; is aware of the

organization’s impact on the external environment.

Flexibility – Is open to change and new information; rapidly adapts to new information, changing

conditions, or unexpected obstacles.

Resilience – Deals effectively with pressure; remains optimistic and persistent, even under

adversity. Recovers quickly from setbacks.

Strategic Thinking – Formulates objectives and priorities, and implements plans consistent with

long-term interests of the organization in a global environment. Capitalizes on opportunities and

manages risks.

Vision – Takes a long-term view and builds a shared vision with others; acts as a catalyst for

organizational change. Influences others to translate vision into action.

Leading People

Conflict Management – Encourages creative tension and differences of opinions. Anticipates and

takes steps to prevent counter-productive confrontations. Manages and resolves conflicts and

disagreements in a constructive manner.

Leveraging Diversity – Fosters an inclusive workplace where diversity and individual differences

are valued and leveraged to achieve the vision and mission of the organization.

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Guide to the SES Qualifications September 2012

Developing Others – Develops the ability of others to perform and contribute to the organization

by providing ongoing feedback and by providing opportunities to learn through formal and

informal methods.

Team Building – Inspires and fosters team commitment, spirit, pride, and trust. Facilitates

cooperation and motivates team members to accomplish group goals.

Results Driven

Accountability – Holds self and others accountable for measurable high-quality, timely, and cost-

effective results. Determines objectives, sets priorities, and delegates work. Accepts responsibility

for mistakes. Complies with established control systems and rules.

Customer Service – Anticipates and meets the needs of both internal and external customers.

Delivers high-quality products and services; is committed to continuous improvement.

Decisiveness – Makes well-informed, effective, and timely decisions, even when data are limited or

solutions produce unpleasant consequences; perceives the impact and implications of decisions.

Entrepreneurship – Positions the organization for future success by identifying new opportunities;

builds the organization by developing or improving products or services. Takes calculated risks to

accomplish organizational objectives.

Problem Solving – Identifies and analyzes problems; weighs relevance and accuracy of

information; generates and evaluates alternative solutions; makes recommendations.

Technical Credibility – Understands and appropriately applies principles, procedures,

requirements, regulations, and policies related to specialized expertise.

Business Acumen

Financial Management – Understands the organization’s financial processes. Prepares, justifies,

and administers the program budget. Oversees procurement and contracting to achieve desired

results. Monitors expenditures and uses cost-benefit thinking to set

priorities.

Human Capital Management – Builds and manages the workforce based on organizational goals,

budget considerations, and staffing needs. Ensures that employees are appropriately recruited,

selected, appraised, and rewarded; takes action to address performance problems. Manages a multi-

sector workforce and a variety of work situations.

Technology Management – Keeps up-to-date on technological developments. Makes effective

use of technology to achieve results. Ensures access to and security of technology systems.

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Guide to the SES Qualifications September 2012

Building Coalitions

Partnering – Develops networks and builds alliances, collaborates across boundaries to build

strategic relationships and achieve common goals.

Political Savvy – Identifies the internal and external politics that impact the work of the

organization. Perceives organizational and political reality and acts accordingly.

Influencing/Negotiating – Persuades others; builds consensus through give and take; gains

cooperation from others to obtain information and accomplish goals.

Fundamental Competencies
These competencies are the foundation for success in each of the Executive Core Qualifications.

Interpersonal Skills – Treats others with courtesy, sensitivity, and respect. Considers and

responds appropriately to the needs and feelings of different people in different situations.

Oral Communication – Makes clear and convincing oral presentations. Listens effectively;

clarifies information as needed.

Integrity/Honesty – Behaves in an honest, fair, and ethical manner. Shows consistency in words

and actions. Models high standards of ethics.

Written Communication – Writes in a clear, concise, organized, and convincing manner for the

intended audience.

Continual Learning – Assesses and recognizes own strengths and weaknesses; pursues self-

development.

Public Service Motivation – Shows a commitment to serve the public. Ensures that actions meet

public needs; aligns organizational objectives and practices with public interests.

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Guide to the SES Qualifications September 2012

MERIT COMPETITION

Initial career appointments to the Senior Executive Service (SES) must be based on merit

competition. The law (5 U.S.C. 3393) requires agencies to establish an Executive Resources Board

to conduct the merit staffing process. Within this framework, an agency has considerable

flexibility in structuring the SES merit staffing process to meet its unique needs. Generally, this

process includes choosing a selection method, advertising the position, preliminary review of

applications by a human resources specialist, rating and ranking of applicants by a panel with in-

depth knowledge of the job’s requirements, evaluation of each candidate’s qualifications by an

Executive Resources Board, and making recommendations to the appointing authority. After the

agency merit staffing process is completed and the appointing authority has selected the candidate

he or she believes is best qualified for the position, the agency forwards the candidate’s application

to the Office of Personnel Management (OPM) for consideration by a Qualifications Review

Board.

Merit Staffing Selection Methods

When hiring through a competitive vacancy announcement, agencies choose one of the following

selection methods:

• Resume-based: The vacancy announcement directs applicants to submit only a resume.

Applicants show possession of the ECQs and any technical qualifications via the resume.

• Accomplishment Record: The vacancy announcement directs applicants to submit a resume

and narratives addressing selected competencies underlying the ECQs and any technical

qualifications.

• Traditional: The vacancy announcement directs applicants to submit a resume and narratives

addressing the ECQs and any technical qualifications.

SES Merit Staffing Process

1. Agency chooses a selection method.

2. Agency advertises the position through the Governmentwide automated employment information

system for a minimum of 14 days. The area of consideration is:

• All groups of qualified individuals within the Civil Service (only current Federal Civil Service

employees may apply); or

• All groups of qualified individuals (anyone may apply).

3. Candidates submit their applications to the agency.

4. Agency rating panel reviews and ranks candidates.

5. Agency panel conducts structured interviews.

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Guide to the SES Qualifications September 2012

6. Agency Executive Resources Board recommends the best qualified candidates to the appointing

authority.

7. Appointing authority makes a choice and certifies that the candidate meets both the technical and

executive qualifications (ECQs) for the position.

8. Agency submits candidate’s application package to an OPM-administered Qualifications Review

Board (QRB) for certification of executive qualifications.

9. Following QRB certification, agency appoints the candidate to the SES position.

QUALIFICATIONS REVIEW BOARD CERTIFICATION

The Office of Personnel Management convenes weekly Qualifications Review Boards (QRBs) to

provide an independent peer review of applications for initial career appointment to the Senior

Executive Service. The Board consists of three executives; at least two members must be career

appointees. Board members review each application and decide if the candidate’s experience meets

the Executive Core Qualifications (ECQs) requirements. The QRB does not rate, rank, or compare

the candidate’s qualifications against those of other candidates. Rather, Board members judge the

overall scope, quality, and depth of a candidate’s executive qualifications within the context of the

five ECQs.

QRB Certification Based on Announcement of a Specific Vacancy:

Criterion A–Demonstrated executive experience.

Candidates must demonstrate executive experience in all five ECQs. Their applications should

reflect an overall record of the knowledge, skills, and abilities necessary to succeed in the SES.

This record may include professional and volunteer experience, education, training, and awards, in

addition to Federal experience. (See Writing Executive Qualifications Narratives, page 8.)

Criterion C–Possession of special or unique qualities which indicate a likelihood of executive

success.

The candidate must possess special or unique qualifications which support the ability to perform

the duties of the position and the potential to quickly acquire full competence in the ECQs (e.g., an

individual who is exceptionally familiar with an agency’s programs through high-level staff

experience, or who has had a significant impact on the highest policy levels of the agency).

Criterion C cases are very rare and appropriate only when exceptional candidates with

demonstrated experience are not available.

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Guide to the SES Qualifications September 2012

QRB Certification Based on Completion of a Candidate Development Program:

Criterion B–Successful participation in an Office of Personnel Management-approved Candidate

Development Program (CDP).

Candidates who compete Governmentwide for participation in a CDP and successfully complete

the program are eligible for non-competitive appointment to the Senior Executive Service (SES).

Prior to the revision of the regulations in December 2009, CDP openings could be announced

within a single agency rather than Governmentwide; these graduates must compete for SES

positions. Either way, CDP graduates are not guaranteed placement in the SES.

The agency’s Executive Resources Board chair must certify that the candidate has successfully

completed all CDP activities. The Qualifications Review Board (QRB) reviews each candidate’s

training and developmental experience, in addition to prior experience, to assure they provide

sufficient basis for certification of executive qualifications. QRB members confirm that successful

completion of all CDP requirements provides the executive qualifications for initial career

appointment to the SES.

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Guide to the SES Qualifications September 2012

WRITING EXECUTIVE QUALIFICATIONS NARRATIVES

(TRADITIONAL METHOD)

The key to a well-written qualifications narrative is to give readers–executive resources staff,

rating and selecting officials, and Qualifications Review Board (QRB) members–specific

information about your achievements. Be sure to include professional and volunteer experience,

education, training, and awards that demonstrate your skills in a particular Executive Core

Qualification (ECQ). A well-prepared ECQ narrative reflects the ECQ-specific competencies (e.g.,

“Leading Change” reflects creativity and innovation, external awareness, etc.). Because the

fundamental competencies are cross-cutting, they should be addressed over the complete ECQ

narrative. It is not necessary to address them directly as long as the narrative, in its totality, shows

mastery of these fundamental competencies overall.

Use the following approach to describe your

accomplishments.

Challenge-Context-Action-Result (CCAR) Model

An ECQ narrative may include one to two examples of relevant experience. The number of

examples is not as important as assuring that your experience matches the ECQ criteria. Keep in

mind that the QRB is looking for specific challenges, actions and results. (Please see the examples

on pages 11 – 24.)

Challenge. Describe a specific problem or goal.

Context. Describe the individuals and groups you worked with, and/or the environment in which

you worked, to address a particular challenge (e.g., clients, co-workers, members of Congress,

shrinking budget, low morale).

Action. Discuss the specific actions you took to address a challenge.

Result. Give specific examples of measures/outcomes that had some impact on the organization.

These accomplishments demonstrate the quality and effectiveness of your leadership skills.

Suggestions

• Include special assignments and non-Federal experience (e.g., details, task forces, committees,

private sector, volunteer) if they are relevant to an

ECQ.

• Include awards that relate specifically to an ECQ.

• Quantify your accomplishments.

• Address the fundamental competencies over the course of the complete ECQ narrative.

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Guide to the SES Qualifications September 2012

EXAMPLES OF QUALIFICATIONS NARRATIVES

The following examples illustrate good qualifications narratives for Senior Executive Service

candidates being certified. They include examples of private sector and volunteer work in addition

to State and Federal Government experience.

The examples feature the Challenge-Context-Action-Result (CCAR) model. We have annotated

the examples with one of these four words after select sentences/passages to show how the model

works. Candidates should keep the CCAR model in mind as they write their qualifications

narratives but they should not annotate these narratives with “Challenge,” “Context,” “Action,” or

“Result” when submitting them as part of the application package.

In short, good qualifications narratives

• Use the Challenge-Context-Action-Result model;

• Include specific examples of experience; and

• Focus on results.

These examples, from actual Qualifications Review Board cases, have been modified to protect the

privacy of the SES candidates.

ECQ 1 – Leading Change

This core qualification involves the ability to bring about strategic change, both within and outside
the organization, to meet organizational goals. This ECQ requires the ability to establish an
organizational vision and to implement it in a continuously changing environment.

Competencies

Creativity & Innovation

External Awareness

Flexibility

Resilience

Strategic Thinking

Vision

Example 1: Leading

Change

Unlike traditional career paths, where one position leads naturally to the other, I have followed a

course in which a combination of factors has led me to envision and launch novel and non-

traditional enterprises. The most important illustration of this core competency is my work as a

pioneer in the field of technology transfer.

Technology transfer–the successful commercialization of inventions and innovations that arise

from the not-for-profit sector–was virtually unknown 15 years ago. Indeed, the notion of

promoting collaborations between scientists in Federal laboratories or academia and their industrial

11

Guide to the SES Qualifications September 2012

counterparts was an anathema. Common wisdom dictated that technology transfer was doomed to

fail, even if legislation was enacted to encourage such interaction. (Context) A handful saw it

differently. I was among them.

I shared this vision with the top administrators of two research campuses. I met weekly with these

officials and successfully argued that a Center for Technology and Development (CTD) should be

created and given responsibility for all patenting and licensing activities. (Challenge) My vision for

the CTD, including its mission, policies, and administrative structure, was adopted on both

campuses. I proposed, lobbied for, and succeeded in including the phrase “transfer of knowledge

and technology” as part of the new mission statement for the campuses, making technology transfer

a sanctioned university activity. (Action)

My ability to communicate my expectations of the CTD as an economic engine for the State

allowed me to garner the support of the local business community. The community rallied and

provided the CTD with counsel on legal, technical, market, and economic development issues pro

bono. Their backing was key in obtaining support from the State Legislature. (Context) Within 6

months, I had established the CTD as an important member of the technology transfer community

and assembled strong networks with national and international biotechnology and pharmaceutical

companies, venture firms, investors, and service providers. These networks have proven vital to

this day.

(Result)

Later in my career, I moved from the academic world to the Federal Government as head of the

Office of Technology (OT). This office was created to implement the requirements of the Federal

Technology Transfer Act. The OT is charged with the successful and appropriate

commercialization of technology developed in Federal Laboratories. With an annual operating

budget of $5 million, patent prosecution expenditures of over $7.5 million and a royalty revenue

stream of $30 million, the OT is, arguably, the largest and most influential not-for-profit

technology transfer operation in the world. (Context)

When I was recruited to head the Office of Technology (OT) it was fighting for survival, plagued

with tremendous unrest as to the direction and future of technology transfer. There was widespread

discontent with the performance of the OT, giving rise to numerous investigations and the need to

address 75 Corrective Actions. (Challenge) The OT was viewed with suspicion and concern by

insiders and outsiders. It was clear something had to change. (Context)

In my first staff meeting, I set forth my vision for the OT. I embarked on a process of evaluation

and strategic planning for every unit, gathering advice from staff at all levels within the

organization. Working together, we wrote a new mission statement, established policies and

procedures, reorganized the Office, appointed key personnel, reassigned some staff members, and

opened an important dialogue with our customers to assess their needs and requirements. (Action)

Under my leadership the OT’s performance has improved dramatically. Productivity has increased

by 40 percent and is at an all-time high. In the last fiscal year, we have signed a record number of

license agreements, reached a record level of royalty income, patented important new technologies,

and systematically reviewed our portfolio to eliminate obsolete cases. From a management

perspective, the OT has accomplished a remarkable turnaround. We have attracted and hired

12

Guide to the SES Qualifications September 2012

competent and energetic staff, and they are working as a cohesive group. The OT has successfully

completed all but two of the 75 Corrective Actions. Most pre-existing EEO and personnel

grievances have been resolved, and employee morale has improved significantly. In short, the OT

is a well-run, proactive and productive organization. (Result)

Example 2: Leading Change

As Chief, Office of Security, I led the reinvention of my agency’s personnel security process. In the

year before my appointment, a high-profile hiring initiative had resulted in about 400 selections.

However, at the end of the fiscal year the agency had not made any appointments because of a

backlog in security investigations. By the time the security clearances were processed, the best

candidates had found other jobs. (Challenge) I was asked to serve as Security Chief because I had a

reputation as a manger who could achieve results quickly.

The agency’s priorities included strengthening border enforcement and improving immigration

services. These priorities had national ramifications because they related to policies backed by the

White House and Congress. We requested and received additional resources to hire Border

Officers and support staff to implement the immigration strategies. (Context) The White House and

Congress expected the agency to demonstrate results in border enforcement and naturalization

within the fiscal year. The recruitment, security clearance, and training of staff had to be

accomplished expeditiously without sacrificing quality in the security process. (Challenge) Due to

the Government shutdown and furloughs in the first quarter, the agency had only 6 months to hire

and appoint 4,000 employees. (Context)

At that time, personnel security investigations averaged 8 months. I led a comprehensive review of

the process and identified four major systemic problems (Action): severe delays in screening

applicants for entry on duty; less than state-of-the-art software; lack of resources in field security

offices; and no written guidance on procedures for security clearance decisions. All aspects of the

process had to be revamped.

To address the system delays, I delegated entry on duty and suitability adjudication authority to the

Field Officers, and provided adjudication training to ensure that employment decisions would be

consistent throughout the agency. (Action) I worked with the Office of Personnel Management

(OPM) to automate case files transmissions, which eliminated an average of 3 months from the

process. (Action) Further, the new agreement with OPM gave us on-line access to investigative

information as it was reported, and made it possible to grant waivers to permit entry on duty in as

little as 2 weeks. Automated linkages are now in place in all four of our Field Centers. (Result)

I then negotiated and entered into an agreement with the Director of the U.S. Office of Federal

Investigations, which agreed to provide fingerprint results within 8 calendar days of their receipt.

(Action) Previously, the process had taken as long as 3 months. (Context) In addition, I directed the

development, issuance, and implementation of Standard Operations Guidance for entry on duty

decisions. (Action) This was the first written guidance to be published in 20 years. (Result)

None of this would have been possible without my leadership, which earned the full cooperation

and support of my staff. (Context) I encouraged them to share my vision of a streamlined personnel

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Guide to the SES Qualifications September 2012

security process. (Action) All of my employees joined the effort and we formed a truly effective

team. Working together, we implemented new security investigations methods and gained the

respect and trust of employees within our agency and throughout the Federal investigations

community. (Result)

As a result of my efforts, 4,003 permanent and part-time employees were hired. Processing time

for entry on duty security decisions was reduced from 195 to 20 days, on average. This streamlined

process made it possible to screen 14,000 prospective candidates for law officer positions

nationwide. (Result) I received the agency’s Meritorious Service Award for these achievements.

ECQ 2 – Leading People

This core qualification involves the ability to lead people toward meeting the organization’s vision,
mission, and goals. This ECQ requires the ability to provide an inclusive workplace that fosters the
development of others, facilitates cooperation and teamwork, and supports constructive resolution
of conflicts.

Competencies

Conflict Management

Leveraging Diversity

Developing Others

Team Building

Example 1: Leading People

While serving as Legal Counsel to the Chairman of the Federal Labor Relations Authority, I was

assigned collateral duties to serve as the Acting Director of the Offices of Case Production and

Case Intake. The staffs of these departments were seriously demoralized by a recent reorganization

that eliminated the existing structure of separate legal staffs and consolidated them into one

production unit. (Context) The reorganization also implemented a new GS-13 journeyman pay level

that replaced the existing GS-14

level.

Morale deteriorated even further when the Chairman

resigned unexpectedly in July 2008 prior to Senate confirmation of a replacement. With only one

sitting Member and no quorum, the Authority was unable to issue decisions. (Context) The

drafting of case decisions for Members’ votes was the primary mission of attorneys within the

Office of Case Production. With no confirmed Authority leadership and no ability to perform the

Offices’ primary mission, it was imperative that I establish achievable interim goals until

permanent Presidential leadership was confirmed. (Challenge)

The Case Production staff was comprised of attorneys that ranged from GS-11 to GS-14 and from

30 years of experience to those hired within the prior 2 months. (Context) Draft decision quality

had suffered as a result of the low morale of the more senior attorneys and a lack of basic training

for junior and recently-hired attorneys. (Context) I determined that a reexamination of draft quality

and labor-relations community outreach were both achievable goals that would generate significant

long-term benefits. (Challenge) I also recognized that the lack of quorum and inability to issue

Authority decisions, while not optimal circumstances, afforded a unique opportunity that permitted

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Guide to the SES Qualifications September 2012

the organization to focus on quality improvements and internal training without any impact on

production goals.

To attack this dual deficiency, I encouraged senior attorneys to utilize their extensive subject matter

expertise and assume a mentoring and coaching role for junior attorneys. I adjusted performance

goals for the senior attorneys to focus on the effectiveness of these developmental coaching efforts.

(Action) This process effectively utilized the attorneys’ substantial skills base and provided

essential training to more junior and recently-hired attorneys.

I also initiated development of a training module that demonstrated to both internal employees and

the Labor-Relations Community that the Authority was still “in business”. I engaged employees of

both the Case Production and Case Intake staffs in the development of a training module on

Authority Case Law Developments. (Action) This training module was publicized and offered to

Union and Federal agency representatives throughout the Washington, DC area over a 5 month

period and provided 16 half-day training units (Result). Several nationally-recognized employment

organizations published verbatim excerpts to their targeted audiences.

Since the implementation of these training modules, the Authority has noted a significant

improvement in the quality of submissions and arguments presented in filings made by both Union

and Agency representatives. (Context) Internally, case productivity has markedly improved and

staff attorneys have demonstrated a broader case knowledge and skills base. (Result)

Example 2: Leading People

Throughout my career, I have recognized the value of motivating and rewarding employees. In my

current position as the agency’s Director of Information Resources, I lead a very competent staff of

17 senior technical professionals and 90 contractors. These employees design and manage the

agency’s local area network and telecommunication systems. (Context)

Our office was recently tasked with leading a project to upgrade a critical agency-wide network.

(Challenge) The project required knowledge and expertise beyond that held by a majority of my

staff. (Context) I worked with employees to identify their individual training needs and talked with

new employees about the possibility of using this project as a developmental opportunity. (Action) I

saw the project as a unique opportunity to encourage cooperation among staff members and to

place our office on the cutting edge of information technology.

Approximately three-quarters of the staff was trained in the complex technical concepts necessary

to upgrade the network. Through my leadership, we were able to develop and implement a new

system that will carry the agency’s network into the 21st century. The upgrade was completed 3

months ahead of schedule. Throughout the project, productivity and morale were high despite

increased workloads. (Result)

As a result of my employee performance appraisals, 90 percent of my staff received cash awards

for their work on this critical project. (Result) In addition, I received the agency’s Meritorious

Service Award for Management Excellence for my ability to set the office’s expected performance

level.

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Before joining the Federal Government, I was chief of the Information and Technology Office at a

large private sector law firm. I led a 25-member staff of managers and senior technicians who were

responsible for developing and managing the firm’s information technology systems. (Context) I

rebuilt the staff by filling vacant positions, motivating unproductive staff, reducing high

absenteeism, and improving morale. As part of the rebuilding, I actively pursued a diverse

workforce by hiring females and minorities to fill 60 percent of the office’s vacant positions,

including four key management and three staff positions. (Action)

When I joined the law firm, most of the staff had not had annual performance reviews for two

years. (Challenge) Morale and productivity were very low, and there had been a high turnover of

staff in recent months. (Context) I immediately set out to change this situation.

I met individually with employees to talk about performance expectations and to design tailored

work plans for the following fiscal year. In addition, I used these sessions to learn about

employees’ interest in training and developmental assignments, and offered my assistance as a

mentor. (Action) I served as a mentor for two new employees, and they showed great potential for

moving into mid-management positions.

After 9 months under the new work plans, I saw a significant improvement in morale as well as

cooperation among staff members who previously had not worked well with their colleagues.

(Result)

As the office’s senior manager, I served as the primary buffer between my staff and our customers-

-the firm’s attorneys. In one case, I was able to diffuse an explosive situation that developed when

one of my employees felt he was being unfairly pressured to design a new software program within

a very short deadline.

(Challenge)

The two employees had engaged in several shouting matches within ear shot of several attorneys

and members of my staff. The entire firm was on edge, and the relationship between the attorneys

and my staff had deteriorated as a result of this two-man battle. (Context)

I urged the men to meet with me and talk about the project and the attorney’s expectations. (Action)

After two long sessions, the attorney agreed to stop monitoring my employee’s progress and to

extend the deadline date. (Result) The tension in the office dropped significantly after this situation

was resolved. In addition, my employee produced an excellent new software program for his

client. (Result)

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Guide to the SES Qualifications September 2012

ECQ 3 – Results Driven

This core qualification involves the ability to meet organizational goals and customer expectations.

This ECQ requires the ability to make decisions that produce high-quality results by applying
technical knowledge, analyzing problems, and calculating risks.

Competencies

Accountability

Customer Service

Decisiveness

Entrepreneurship

Problem Solving

Technical Credibility

Example 1: Results Driven

During my 10-year residence in Springfield, IL, I did volunteer work for the Citizens Budget

Committee, and was later appointed to the city’s Zoning Commission. I acquired a broad-based

knowledge of city planning regulations and policies and an understanding of how local politicians

vote on particular issues. Because of my successful track record in those positions, the Mayor asked

me to lead a citizens group in planning and implementing a City Improvement Program.

(Challenge)

I recruited approximately 50 volunteers and educated them in the areas of public and municipal

finance and capital improvement planning. (Action) The team was committed to serving their

customers–fellow residents–and to meeting the Mayor’s high expectations for improving the

quality of life in Springfield. (Context) I led the volunteers in a local election campaign to increase

the city sales tax from 4 to 5 cents. I marketed the idea by talking to citizens groups and local

politicians, describing the benefits of an attractive city and better access to recreational facilities.

(Action) These meetings were covered by local TV and radio stations, which helped to spread our

message.

In the local election, citizens voted to increase the sales tax to 5 cents. The additional $1.5 million

raised annually through the tax increase was used to establish additional parks, athletic fields,

walking and bike trails, and other recreational facilities. (Result)

I have a proven track record of getting results in the Federal sector as well, through careful

planning that includes anticipating problems. After becoming Budget Director, I was immediately

faced with implementing a congressional mandate to cut the agency budget by $25 million before

the start of the next fiscal year. (Challenge) To reach this goal, I knew we would have to make

major reductions to funding, facilities, programs, and staff, particularly scientists and engineers.

The cuts would be made at a time when agency managers were putting more of a demand on

technical support from these specialists. (Context)

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Guide to the SES Qualifications September 2012

I organized task groups of functional and program staff from the field and headquarters and

assigned specific priorities to each group. (Action) Over the next 4 months, these employees

developed various options to accommodate the reductions, taking into consideration the interests of

our scientists and engineers, managers who rely on these professionals, congressional demands, and

the agency head’s interest in complying quickly with Congress. (Context) Under my leadership, the

task groups prepared several different plans for making the budget cuts.

At the same time, I directed my staff to develop computerized spreadsheets that allowed managers

to immediately see the impact of their funding decisions. (Action) Later, we used this system and

related processes to continually adjust the reduction targets as cost savings information was refined,

allowing almost instantaneous mid-course corrections to the list of reduction targets. (Context)

Well before the start of the new Fiscal Year, we presented several alternatives to the agency head,

who selected one of the options with few modifications. (Result) He praised the entire team for its

hard work and innovation in designing a plan that would enable us to absorb the heavy reductions

with minimal impact on the agency’s mission.

Example 2: Results Driven

During my career, I have consistently used a results-driven approach in handling all aspects of my

responsibilities. I effectively leveraged my experience and leadership, human capital resources,

technology, and program management tools to achieve these results. While Vice President and

Controller of a global corporation, I was asked to lead an initiative to improve the profitability of

one of our lines of business in Canada that included a multitude of clients and services. (Challenge)

The business line was worth in excess of $50 Million, and I was accountable for improving its

bottom line while increasing profit margins. The initiative began in September 2008. The business

unit leader of this particular line of business was new to his role, as was his direct supervisor. I was

under tremendous pressure from the highest levels of the organization to show improvement. In

fact, I was required to make weekly reports on our progress. (Context)

In order to address the initiative, I formed a cross functional team consisting of me, the business

unit leader, operations, sales, and business development. There were numerous and overlapping

timelines and project items. Each item had both a team member assigned to it and an allotted

amount of time for completion. I kept all project timelines very tight in order to mitigate

complacency and keep overall momentum at an acceptable pace. I delegated specific duties to

team members and held each one accountable for efficient time management and effectiveness. I

held weekly and monthly meetings, as well as any necessary impromptu meetings or phone calls to

maintain accountability. (Action)

The primary trial the team faced was the lack of guidance from senior management. (Challenge)

There are times when it makes sense to wait for highly specific guidance and direction, and there

are times when people in positions of leadership are required to make decisions based upon

experience and judgment. This was such a time, so I decided to establish and communicate our

intended strategy to senior management and to keep team momentum moving forward. (Action) At

the very least, I was determined to fight complacency by offering viable solutions to upper

management. I had been tasked to improve the profitability of a line of business, (Challenge) and

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felt that inactivity would only serve to further undermine profitability. In the end, my proactive

attitude paid huge dividends.

We created a database of profit and loss results by client compared to budget. We then segmented

clients into four primary categories: Retain (good profit), Divest (low volume, not strategic), Low

Price (Renegotiate), and Low Price (Strategic). In addition, we established a profit margin

threshold for all business services. The segmentation was a result of establishing criteria on which

specific services we would offer and which clients we would retain. While remaining highly

sensitive to our client relationships, I directed the formulation of a transition strategy for those

businesses we would exit and for those businesses with which we could not renegotiate a better

profit position. In the process of evaluating the business line, we commonly received requests for

low margin accounts to be strategic. We accepted the notion of strategic accounts but set a time

limit for holding lower margin business that failed to meet the established target. (Action)

Within approximately 3 months, the business line the CEO tasked me to improve migrated from a

30% loss to a break-even disposition. Further, the business is now on a trajectory to earn a 15%

profit as a percentage of revenue. (Result) The primary drivers of the improvement depended on

exiting unprofitable services and clients. Consequently, headcount was reduced and process

improvements implemented to improve productivity and leverage common activities across similar

clients. (Result)

ECQ 4 – Business Acumen

This core qualification involves the ability to manage human, financial, and information resources

strategically.

Competencies

Financial Management

Human Capital Management

Technology Management

Example 1: Business Acumen

As Director of Policy for the New Jersey Department of Transportation, I manage a $1.2 million

budget and play a leadership role in setting manpower levels for all Department offices. These

decisions are based on the Department’s 10-year Mission and Values narrative, which follows the

New Jersey Secretary of Transportation’s goals. (Context)

As chair of the seven-member Executive Committee, I determine expenditures for the

Department’s divisions and programs–an annual budget of $3 billion. We set priorities by

monitoring expenditures relative to forecasts for each program and the prior year’s expenditures.

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For example, several years ago during a particularly bad winter we made a decision to spend

additional money on snow removal and to reduce funding for lower priority maintenance such as

spring/summer grass cutting along the highways. (Challenge) Before making this decision, I met

with Committee members to review upcoming expenditures and how this budgeting shift would

impact various office budgets. (Action) In previous years, the Department had been severely

criticized for not responding quickly and appropriately to hazardous road conditions. (Context)

As a result of our decision, we had the fewest weather-related traffic accidents in 12 years, and the

Department received very high marks from New Jersey citizens. (Result)

I have designed budget strategies to support Departmental priorities. These strategies include

coordinating with other executive agencies and outside stakeholders, and targeting State legislators

as patrons. When key interest groups oppose the Department’s legislation, I negotiate with them to

achieve consensus, where possible. (Context)

For example, the Department was interested in clarifying the law with respect to payment when

utilities must be moved from a Transportation Department right-of-way. (Challenge) Two major

utility companies were opposed to the proposal. (Context)

I selected a General Assembly committee Chair to introduce a study resolution requiring the

Department, the utility companies, and other stakeholders to collaborate, develop a proposal, and

report back to the General Assembly the next session. (Action) The Department negotiated with all

of the interest groups and designed an acceptable approach. (Context) The same legislator

introduced the resulting legislation the following year and it was passed by the General Assembly.

Companies must now pay for moving their utilities from rights-of-way; this savings is reflected in

the Department’s budget. (Result)

As a member of the Department’s Steering Committee, which is composed of Department heads

from the internal audits and finance offices, and a team from the information systems office, I led

the development of a new information management system. (Challenge) The Fiscal Management

System was designed to ensure that financial and manpower reports would be accessible to all

senior managers and that the information would be used in the Department’s strategic planning

process; this was not the case with the older system. (Context) The new system has been in place

for two years and has been praised by managers throughout the Department. (Result)

Example 2: Business Acumen

I have gained extensive experience in managing financial, human, and information resources while

working at the Veterans Affairs Medical Center in Arlington, VA.

Currently, as the Medical Center’s Budget Director, I am responsible for managing a $150 million

budget. This role has included making some tough financial decisions. For example, several years

ago I led the development of a controversial plan to close a Veterans Affairs (VA) nursing home

that had been in the neighborhood for 40 years. (Challenge) The nursing home had been losing

money for several years. In addition, the Medical Center’s 5-year budget did not include funding

for much needed repair work at the aging facility. (Context)

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Guide to the SES Qualifications September 2012

I spent 6 months negotiating with union representatives, VA patients and their families. (Action)

These emotionally charged sessions were held weekly; input from all of the stakeholders appeared

in the final plan. The plan to close the nursing home was accepted by VA headquarters after

intense negotiations with union officials, congressional offices, patients, and the affiliated

university. (Result) In addition to saving the Department approximately $4 million annually, we

found new Federal positions for all displaced employees and received minimal complaints from

VA patients and their families. (Result)

Recently, I envisioned and implemented changes to our Medical Center’s Funds Management

Program. Under my leadership, our Financial Officer automated the program, creating spreadsheets

that use macros to automatically extract payroll data from the system. (Action) This information is

distributed over our network to Service Chiefs for use in managing their salaries and expenses

budgets. (Context)

This decentralized budget program, which is updated every week, has been very popular with our

Service Chiefs. They cite it as an invaluable tool in achieving their goals. (Context) Last year, this

automation tool saved the Medical Center $3 million. (Result)

Earlier in my career, I was the Medical Center’s Senior Supply Officer. I led 15 District Supply

Officers in designing several innovative contracts with community hospitals. (Context) For

example, we contracted with a local hospital to acquire their stand-alone Women’s Outpatient

Clinic. (Challenge) The contract included $230,000 to purchase the clinic and an annual recurring

cost of $300,000.

After weeks of negotiating with hospital employees and their union representatives, I developed a

plan to staff the Clinic with community hospital employees. (Action) This action minimized

hardships on the hospital employees and saved time by avoiding the longer process of announcing

the Clinic vacancies.

The result has been a 45 percent increase in the number of female VA patients treated in the area.

(Result) In follow-up surveys, patients and their families report that they are very pleased with the

care and facilities at the Clinic. (Result)

ECQ 5 – Building Coalitions

This core qualification involves the ability to build coalitions internally and with other Federal

agencies, State and local governments, nonprofit and private sector organizations, foreign
governments, or international organizations to achieve common goals.

Competencies

Partnering

Political Savvy

Influencing/Negotiating

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Guide to the SES Qualifications September 2012

Example 1: Building Coalitions

While I was Director of my state’s Environmental Protection Agency, the state’s economy was in

decline and revenues were significantly below budget projections. The Governor made uniform

cuts in agencies’ budgets and I was looking at the need to lay off 5% of my agency’s staff of 1000.

In addition, the U.S. Environmental Protection Agency was pressuring the state to increase staffing

in two program areas or face possible sanctions. (Context) Since state general revenues and Federal

grants would no longer support the full range of the state’s environmental programs, I developed

two options for consideration by the Governor and General Assembly. (Action) The first would be

to turn the state’s Clean Air Act permitting program and Public Drinking Water Program over to

the Federal Government for administration, reduce staff to meet state budget cuts, and reassign air

quality and public drinking water staff to other programs. The second, and preferred, alternative

was to request authority from the General Assembly to substantially raise the fees charged by the

agency for the regulatory actions (such as permits and authorizations) it administered. I proposed

that user fees fund half the costs of the regulatory programs within the agency. These fees would

allow me to hire needed staff to meet permitting timelines established by state law, and fully meet

new Federal program requirements.

After persuading the Governor to raise fees, I sat down with senior staff and put together a plan to

sell the idea to business groups, environmental organizations, the General Assembly and ultimately

the public. (Action) Given the state budget timelines, I only had about 3 months to obtain General

Assembly support. (Challenge) The plan started with a press release and my meeting with the

editorial boards of the six largest newspapers to explain the user fee proposal. I then met with

business, municipal, and environmental organizations on the proposal and the consequences of

failure. (Action) All major newspapers endorsed the plan to use fees to fund environmental

programs and the major business, municipal, and environmental organizations also became

supporters. The most difficult group to persuade was the General Assembly. I spoke at several

long hearings on the fee proposal and met individually with key members of both the House and

Senate to discuss details items such as fee caps, fee structure, exceptions, and phase in schedule.

(Action) Finally, with business and environmental organizations’ support, the General Assembly

authorized the fee increases with a phase-in over 3 years. (Result) With fees increased, I was able to

halve staff layoffs, hire nearly 400 people over the next 3 years to fill critical needs, and fully

implement state and Federal environmental laws.

Example 2: Building Coalitions

Throughout my career as a private sector attorney, I have represented the interests of a wide variety

of organizations, including Fortune 500 companies, small businesses, homeless groups, and local

government. This work requires a broad array of verbal and written skills in advocacy, negotiation,

and mediation.

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Guide to the SES Qualifications September 2012

An example of this representational skill is my work on behalf of a local homeless clinic. I became

aware of a pattern and practice by the city government of purposefully frustrating the orders of the

local court system to avoid providing a wide variety of social services for the poor and homeless.

While the government’s failures were obvious in individual cases, little attention was paid to the

fact that, when viewed broadly, this malfeasance occurred in virtually every local program

designed to aid poor people. I decided that the only way in which this wide scale problem could be

brought to light (Challenge) was by preparing a detailed report describing the city’s misconduct in

approximately 15 cases.

Working with three associates from my firm, we compiled information on the cases filed against

the city by various plaintiffs (e.g., homeless individuals, public interest groups). In addition, we

gathered facts from the plaintiffs’ attorneys, talked to other legal service providers to identify

relevant documents for the cases, and recruited a dozen local lawyers to write chapters for the final

report. (Action)

Over the 10 months we spent writing the report, we were continuously required to represent the

clinic to many diverse groups throughout the city (e.g., lobby groups for the homeless and poor,

workers at other homeless clinics) whose cooperation was needed to complete the report. (Context)

We were often required to make presentations to management officials of those groups, to gain

their support. (Action)

In drafting and editing the report, we were constantly required to work with these groups to be sure

that the report was accurate and reflected everyone’s interests. During the writing phase, there

were serious conflicts among the groups as to what the report should be addressing; we were

frequently required to mediate these disputes without sacrificing the report’s quality. (Context)

After publishing the 450-page report, we received hundreds of phone calls and letters praising our

efforts. The report was covered on local radio and television stations, and the demand for copies

prompted a second printing (500 copies) of the document. As a result of our findings, the Mayor

established an oversight office to assure that the homeless would receive appropriate social

services. Based on information from employees at various clinics and many homeless individuals,

we know that the city’s needy population is receiving these services. (Result)

In addition to my regular attorney duties, I head the firm’s pro bono committee. Committee

members spend a considerable amount of their time representing individuals who cannot afford to

pay for legal services. (Context) Despite the negative attitude toward pro bono work held by some

of the firm’s attorneys, I have encouraged six co-workers to join the committee. (Challenge) I did

this by “marketing” committee participation as a way to serve the public and to gain valuable

experience working on cases that will have a substantial impact on the community. (Action)

Approximately 75 percent of the firm’s attorneys are now involved in pro bono work, (Result) and

we have argued four pro bono cases in the last three terms of the Supreme Court. In addition, the

firm has gained a reputation as a public service-minded company.

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Guide to the SES Qualifications September 2012

WRITING ACCOMPLISHMENT RECORD NARRATIVES

(ACCOMPLISHMENT RECORD METHOD)

Similar to qualifications narratives, the key to a well-written accomplishment record narrative is to

give readers specific information about your achievements. Be sure to include any professional and

volunteer experience, education, training, and awards that demonstrate your possession of a

particular competency.

Follow the instructions in the vacancy announcement carefully when preparing your

accomplishment record narrative. Typically, the following approach should work well when

describing your accomplishments.

Challenge-Context-Action-Result Model with Verification

An accomplishment record narrative should include one or two examples of relevant experience.

An agency may limit the number of accomplishments addressed for each competency. Applicants

should review the vacancy announcement for any applicable limits. Keep in mind that the QRB is

looking for specific challenges, actions, and results. (Please see the examples on pages 25 – 28.)

Challenge. Describe a specific problem or goal.

Context. Describe the individuals and groups you worked with, and/or the environment in which
you worked, to address a particular challenge (e.g., clients, co-workers, members of Congress,
shrinking budget, low morale).

Action. Discuss the specific actions you took to address a challenge.

Result. Give specific examples of measures/outcomes that had some impact on the organization.
These accomplishments demonstrate the quality and effectiveness of your leadership skills.

Verification. Following the instructions in the vacancy announcement, provide the name,

telephone number, and email address of an individual who can verify the information in your

narrative. Be sure to indicate whether this person was your supervisor, co-worker, friend,

instructor, chairman of committee, etc. If you do not want your current employer contacted, do not

list your employer as a verifying person. Instead, provide the name of another person who can

verify your accomplishment. You should not use a spouse or close relative (father, mother, etc.) or

a person who is presently a direct subordinate as a verifier. The verifier should be reachable within

a reasonable period.

Suggestions

• Ensure your experience matches the competency.

• Avoid the error of choosing meritorious accomplishments that do not clearly reflect the intended

competency. Accomplishments that are not closely representative of the appropriate competency

tend to receive less credit than accomplishments that better represent the competency of interest.

• Include awards that relate specifically to a competency.

• Quantify your accomplishments.

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Guide to the SES Qualifications September 2012

EXAMPLES OF ACCOMPLISHMENT RECORD NARRATIVES

The following examples illustrate good accomplishment record narratives for Senior Executive

Service candidates being certified. They include examples of private sector and volunteer work in

addition to State and Federal Government experience.

The examples feature the Challenge-Context-Action-Result model with verification. Candidates

should keep the CCAR model in mind as they write their narratives, but it is not necessary or even

advisable to annotate these narratives with “Challenge,” “Context,” “Action,” or “Result.”

However, for purposes of illustration, we have annotated the examples below with one of these four

words after select sentences/passages to show how the model works.

These examples, from actual Qualifications Review Board cases, have been modified to protect the

privacy of the SES candidates.

ECQ 1 – Leading Change

Example Competency: Resilience – Deals effectively with pressure; remains optimistic and

persistent, even under adversity. Recovers quickly from setbacks.

As a corporate officer for the past 6 years, I am held accountable for all aspects of my business

area. I must produce results — delivering against a business plan and ensuring continued growth of

the business. I also must consistently exceed client expectations. In 2006, as a Division Manager

at the Brown Corporation, my division was executing a major contract in support of a U.S. Army

customer. It was a period of expansive growth for the division and I had placed program

management of this contract in our Army Financial Management Program area. Brown

Corporation held the contract for several years and grown comfortable in supporting this client. As

part of my management oversight process, I had regularly received reports from the Program

Manager that work was progressing satisfactorily. Then one day, through another source, I began

to hear rumors that there was some client dissatisfaction. Unexpectedly, a few days later, I was

requested to meet immediately with our senior SES Army client. Despite that program execution

of this contract was organizationally two levels under me, it clearly had become my problem and

my responsibility as the accountable corporate officer. I adjusted my schedule to ensure that I met

with him in the most responsive fashion possible. In the 24 hours before the meeting, I undertook a

series of steps – first and foremost to inform my bosses that a major issue was brewing – bad news

in business certainly doesn’t get better with time. Fortunately, because of my relationship with my

boss and his confidence in me, he knew I accepted full responsibility for the problem, but more

importantly he knew I would fix it to the best of my ability. (Context)

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To prepare for the meeting, I began a full range of probing discussions with every member of the

team as well as a very direct discussion with the Program Manager. It became clear that issues had

been known at the staff level but not communicated to senior leadership. (Context) During the

meeting the next day with the Army executive, it appeared even worse – they were considering

terminating our contract and not exercising the option for the next year. (Challenge) Based on our

discussion, it was clear that his dissatisfaction was justified. ) I responded that we, the company and

I, accepted responsibility for the mistakes but were absolutely committed to regain their

confidence. I replaced the Program Manager immediately, met with the team multiple times to

discuss what we needed to do to meet the client’s expectations, and provided weekly reports to the

client on our progress. I also began more direct engagement with the Army executive. (Action)

While this consumed a fair amount of time over the ensuing 3 months, the fact that I reacted

quickly, was decisive on changes needed, and proactively managed it resulted in restoring the

client’s confidence. Brown Corporation was awarded the option year contract. (Result)

Verifier: George Brown, CEO of Brown Corporation, phone: (111) 555-2345, email:

george.brown@browncorp.com.

ECQ 2 – Leading People

Example Competency: Team Building – Inspires and fosters team commitment, spirit, pride, and

trust. Facilitates cooperation and motivates team members to accomplish group goals.

Throughout my 30 year career, I have been consistently been in positions that required either being

part of a team or leading a team.

I am the Director of a 500 person unit that was in a dire state of chaos before my arrival. There had

been a series of Acting Directors, who had managed to create an atmosphere of distrust towards

management and serious morale issues. (Context) I saw the challenges before me. Relationships

with the bargaining unit representatives had deteriorated to an all time low and we were being

picketed, and we also had the distinction of having the highest number of EEO complaints of any

division in the entire country. (Challenge)

To confront the challenges I drew up a comprehensive list of strategic actions to bring about

organizational change. As I tried to implement change, I saw that communication was a huge

factor in preventing everyone from being successful, along with a lack of trust and teamwork.

(Context) I fostered team commitment within my management team by conducting staff meetings

three times a week with the focus of imparting a sense of team, ownership and pride, and increasing

their understanding of our organizational priorities, goals and direction. (Action) As a direct result

of my efforts to rebuild the confidence of the management team and respect and trust of

subordinate employees, the union representatives have withdrawn every demand to bargain they

filed since my arrival and have acknowledged there is no need for picketing and EEO complaints.

Each of two recent national review teams independently reported there was a marked improvement

in the demeanor and professionalism of employees and managers. (Result)

Verifier: Gary French, supervisor and project director at Smythe-Jones, phone: (111) 555-1234,

email: gary.french@smythe-jones.com.

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Guide to the SES Qualifications September 2012

ECQ 3 – Results Driven

Example Competency: Accountability – Holds self and others accountable for measurable high-

quality, timely, and cost-effective results. Determines objectives, sets priorities, and delegates

work. Accepts responsibility for mistakes. Complies with established control systems and rules.

During my career, I have gained extensive experience in successfully leading results driven

organizations. My position as Regional Director for Williams Enterprises exemplifies my

commitment to accountability for results. Upon assuming leadership of the Midwestern Region, I

conducted a review of our structure and staffing. I had serious doubts about our capacity to provide

adequate internal oversight and support given the financial, logistical, and policy challenges facing

us. My review also revealed that there was no consistency on how things were accomplished

throughout my offices in Michigan and Ohio. (Challenge) During this time, Williams Enterprises

was in its formative years and regional growth was critical to its success. (Context)

Beginning in June 2008 and continuing through 2009, I instituted fundamental changes to the

structure of the office. I consolidated all the administrative support staff which had been spread out

among different groups into one entity, the Mission Support Group. I also clarified the roles and

responsibilities for the Group. Many of the duties that had been previously handled as collateral

duties by employees throughout the office were placed with Group personnel to ensure consistency

and allow for greater oversight and accountability through specific chains of command. To ensure

consistency in procedures, I had a series of in-depth internal standard operating procedures (SOPs)

created and issued to all personnel covering a variety of key areas such as procurement, travel, and

property. (Action) These SOPs helped to ensure that our personnel understood their obligations in

handling funds and property. They also helped to close loopholes and address issues left silent by

national policies. For example, repairs to company vehicles are funded nationally through the use

of the employee’s assigned fleet card. Any employee could charge purchases up to $2,500.00 on

the card just by presenting it to a merchant, and there was no process in place to ensure that the

purchases were first reviewed or justified. My SOP on procurement set clear rules and internal

controls to ensure that expenses were appropriately reviewed and that all charges were in the best

interests of the company. These actions helped employees understand their responsibilities and

took confusion out of the procurement process. It also helped ensure the accountability of

corporate funds during a time of significant budget restraints. (Context) Six months after

implementation of the SOPs for fleet card use, my region reduced vehicle expenses by over

$500,000. The SOPs continue to be a key management tool today. I received the “Regional

Director of the Year” award for my efforts and the SOPs have been adopted by other regional

offices. (Result)

Verifier: John Williams, supervisor at Williams Enterprises, phone: (111) 555-3456, email:

john.williams@williamsenterprises.com.

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Guide to the SES Qualifications September 2012
ECQ 4 – Business Acumen

Example Competency: Financial Management – Understands the organization’s financial

processes. Prepares, justifies, and administers the program budget. Oversees procurement and

contracting to achieve desired results. Monitors expenditures and uses cost-benefit thinking to set

priorities.

During the last 5 years in my Division Chief position at Smith Systems, I have successfully

managed the firm’s largest budget. During 2006, one of the operating divisions was

underperforming and I was asked to contribute by increasing profit from my division. (Challenge)

This occurred during a time of increased scrutiny from the Board of Directors. The Board was

considering placing the underperforming divisions up for sale. (Context) My first action was to

complete a detailed analysis of labor costs against our contracts. Through the use of some short-

term personnel substitutions, I was able to generate increased margins without compromising the

quality of our client services. I next turned to other costs, keeping in mind the need to continually

balance investments in people and business growth. I did not want to mortgage our future business

for near-term profit and I wanted to ensure we were continuing to develop our staff. I conducted

tradeoff analyses of spending on new business and focused expenditures on the most lucrative near-

term targets. I reduced a range of overhead costs through consolidation of functions. From these

activities, I generated a new operating budget for our overhead costs and executed it as planned.

(Action) Because of that I was able to generate an additional 2% profit before taxes from an

approximate 8% planned to 10% executed. This contributed significantly to the firm meeting its

profit goals for the year. (Result) I was recognized for my contribution and received an

unprecedented 5% increase in division funding the next year.

Verifier: Susan Anderson, CEO at Smith Systems, phone: (111) 555-4567, email:

susan.anderson@smithsystems.com.

ECQ 5 – Building Coalitions

Example Competency: Partnering – Develops networks and builds alliances, collaborates across

boundaries to build strategic relationships and achieve common goals.

In my more than 15 years with Jackson Technologies, I have had positions both as a line manager

and as a senior staff member. It is in these later positions I have had to most effectively exercise

partnering and negotiating skills to gain cooperation and successfully complete assignments.

From 2005 to 2008, I held a newly created senior position entitled Site Coordinator. During this

time, the headquarters offices of Jackson Technologies were organized by operating function –

information technology, finance, and facilities. Within each of these offices were lower tier offices

for the regional sites. Thus, a Site Manager reported to three different headquarters program

offices. I recognized this was causing multiple avenues of communication, conflicting guidance

and direction, duplication of efforts, and inefficiencies. (Context) I recommended that an Office of

Site Coordination be established to provide a one stop shop for each site to deal with headquarters

programs and coordinate headquarters activities for that site.

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Guide to the SES Qualifications September 2012

Not surprisingly, my recommendation was met with initial resistance by those who did not see the

benefit and were perhaps averse to change. (Challenge) By demonstrating the benefits the new

office would provide, I convinced them it was a good idea and received their buy-in. (Action) My

recommendation to create the new office was accepted and I was selected as the Atlanta Site

Coordinator. By establishing relationships with the Atlanta Site Manager and the headquarters

programs Office Directors and by demonstrating the benefits of cooperation, I succeeded in

creating an integrated unit. (Result) I lead the unit in conducting an unprecedented multi-program

year end review for the Atlanta site. The review was successful and used as a model by other Site

Coordinators. Additionally, the review led to the cooperative development of a budget for the

Atlanta site which eliminated inefficiencies and included cost savings of over $15 million.

Verifier: Linda Miller, Vice President at Jackson Technologies, phone: (111) 555-6789, email:

Linda.miller@jacksontechnologies.com.

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Guide to the SES Qualifications September 2012

ADDRESSING EXECUTIVE QUALIFICATIONS IN A RESUME

(RESUME-BASED METHOD)

A well-written resume prepared in response to a resume-based vacancy announcement for an SES

position will show readers that you possess the ECQs and give information about your

accomplishments.

Follow the instructions in the vacancy announcement carefully when preparing your resume.

Applicants typically provide the following information:

• Full name, mailing and email addresses, day and evening telephone numbers.

• Vacancy announcement number.

• Educational information, including the name, city and state of colleges or universities attended, as

well as the type of any degree received.

• Information about paid and nonpaid work experience related to the position including: job

title, duties and accomplishments, employer’s name and address, duration of employment, and

salary.

• Information about honors, awards, and special accomplishments.

Suggestions

• Report only attendance and/or degrees from schools accredited by accrediting institutions

recognized by the U.S. Department of Education. Refer to the following U.S. Department of

Education website: http://www.ed.gov/admins/finaid/accred/index.html.

• Reflect on the ECQs and think about how your past experiences and education relate to each

ECQ.

• Read the vacancy announcement carefully. Agencies often note that written narratives addressing

the ECQs will not be considered.

• Adhere to any page limitations that may be noted in the vacancy announcement.

• Quantify your accomplishments.

http://www.ed.gov/admins/finaid/accred/index.html

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Guide to the SES Qualifications September 2012

EXAMPLE OF RESUME

The following example illustrates a good resume for a Senior Executive Service candidate being

certified. Candidates should keep the ECQs in mind as they write their resumes, but it is not

necessary or even advisable to annotate the resume with “Leading Change,” “Leading People,”

“Results Driven,” “Business Acumen,” or “Building Coalitions.” However, for purposes of

illustration, these five phrases appear throughout the example to show possession of the ECQs.

These two examples, from an actual Qualifications Review Board case, have been modified to

protect the privacy of the SES candidate.

Gene Works

12354 Memory Lane

San Diego, California 456

38

(672) 394-9322 Home, (672) 988-2410 Cell

Geneworks@employment.net

EXECUTIVE MANAGEMENT

Leadership & Execution / Strategy Development / Innovation / Business Process Improvement

PROFILE

Accomplished and results-driven executive with proven track record of leading organizations in

creation of new products and services that increase profitability, expand customer base and propel

annual sales of 100+ million. Accountable for driving profitability by managing profit and loss

success for budgets of over $50 million and up to 350 staff. Acknowledged talent in innovating

and launching complex, solution-oriented technical systems, including a government system

currently managing over 5 million documents. Proven leader with the ability to identify and

capitalize on individual strengths, motivate teams and implement vision to achieve business goals

on a global level. Core competencies include:

• Developing Winning Teams • Developing Strategy • Leading Change
• Innovation · • Negotiation • Program Management

SELECTED ACCOMPLISHMENTS

Led innovative transformation of Federal agency’s digital information operations to keep pace
with market needs for publishing. Leading Change

 Developed innovative transformation strategy to convert agency’s digital information systems
and launched an award winning, world-class content management system, scaled to
accommodate 100s of millions of documents Leading Change

 Established and executed strategy to provide bulk data, in collaboration with the White House
and the Office of the Federal Register. Leading Change

 Established a comprehensive Enterprise Architecture program to guide the agency on
technology selection, migration, and management. Business Acumen

mailto:Geneworks@employment.net

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Guide to the SES Qualifications September 2012

 Managed agency’s IT operations, achieving industry recognition for green initiatives and
utilization of advanced solutions, such as virtualization and cloud computing. Business

Acumen

 Structured and staffed a technology management organization. Defined system requirements,
selected optimum technologies and delivered complex solutions. Leading People, Results

Driven

 Established Program Management Office that now functions as one of the highest performing
and in-demand groups, effectively selecting optimum technologies and delivering complex

agency-wide solutions. Results Driven, Leading People

 Created and launched a digital processing photo system, capturing over $100 Million in
annual equipment sales and supporting a $2 Billion service business. Directed all aspects of

$50M annual budget and expense management for new product line. Results Driven,

Business Acumen

 Developed information system for collaboration with foreign camera and film manufacturers.
This effort supported the successful launch of the last consumer film format and delivered

advanced features to the consumer photo market. Business Acumen, Building Coalitions

 Drove development and delivery of unique computer storage product to market in less than
15 months of company launch, exceeding expectations for product pricing and manufacturing

schedule.

Results Driven

PROFESSIONAL EXPERIENCE

Chief Information Officer/ Chief Technical Officer January 2004 to present

Agency Headquarters, Washington, DC

Developed innovative transformation strategy and then lead development of advanced digital

systems, IT operations and technology management. Directed 140 staff and $40 Million annual

budget.

Restructured and managed IT operations to accommodate needs of Congress and Federal agencies.

Delivered new information systems consistent with strategy. Negotiated licensing agreements for

technology component implementation into digital content system. Developed technology selection

processes to effectively identify best agency solutions. Attained Top Secret clearance.

 Administered cross-functional teams to develop comprehensive Concept of Operation and
detailed system requirements for the new agency-wide digital information system. Directed

development of complex acquisition strategy to procure integrator for new digital system.

Leading Change, Leading People

 Supervised, developed, monitored, and mentored staff and subordinates within the Office of
the Chief Information Officer as well in other components. Leading People

 Awarded a multi-year contract to develop digital content system. Award process is now·
referred to by industry analysts as a best-in-class example for other agencies to follow for

performance-based contracts. Results Driven, Business Acumen

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Guide to the SES Qualifications September 2012

 Collaborated with the White House and the Office of the Federal Register to provide free
access to bulk data. This accomplishment was a key part of the initiative. Building Coalitions

 Launched and chaired a cross-agency planning board tasked with managing strategic
investments. This effort dramatically improved communications and positively impacted

investment performance. Building Coalitions, Results Driven

 Implemented teambuilding exercises and facilitated teambuilding training sessions to improve
morale and to eliminate management/staff conflicts, Equal Employment Opportunity (EEO)

complaints and minimize resistance to change. Leading People

 Originated and introduced agency-wide processes to effectively manage programs through
leveraging best practices. Established a comprehensive Enterprise Architecture program to

guide the agency on technology selection, migration, and management. Effort established

needed discipline for developing and deploying solutions, improving time-to-performance

and overall operational efficiency.

Leading

Change, Results Driven

 Dramatically reduced operating costs through optimizing IT system configurations utilizing
virtualization techniques and cloud computing. As a result, recognized as a finalist at the

Computer World’s 2008 Green IT symposium. Results Driven

Executive Director, Product Management & Marketing February 2003 to January 2004

Corporate Headquarters, Chicago, IL

Administered Product Management and Marketing departments with responsibility for P&L of all

products in short-run durable graphics market. Accountable for driving sales of existing product

line and developing new business. Led development of new product line which transitioned and

positioned the company into the next generation of digital printing technology for the specialty

graphics market.

 Restructured Product Management organization to new focus on Product Lines and Portfolio
Management, resulting in delivering increased operations efficiency. Leading Change,

Results Driven

 Oversaw transition of marketing department from traditional hard-copy marketing to web-
centric marketing concepts, including utilizing internet tools for prospect mining. Leading

Change

 Developed and launched comprehensive product strategy for short-run durable graphics
business, positioning the corporation as a leader in its field. Leading Change, Results Driven

 Established a viable and efficient workflow and process across disciplines within the Product
Management & Marketing Division. Empowered staff at all levels, and enabled staff to be a

part of the successful business results. Leading People

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Guide to the SES Qualifications September 2012

General Manger – Digital Systems July 1997 to February 2003

Corporate Headquarters, San Francisco, CA

Attained over $100 Million in annual revenue which supported $2 Billion in revenue within $7

Billion Consumer Imaging Division. Developed innovative transformation strategy for the industry

and led $50M annual budget and 350 staff, including hardware and software development

organization. Transitioned organization from a hardware-intensive organization to a

software/systems- centric organization in order to best support digital market. Structured and

negotiated partnership relationships with equipment and system manufacturers to provide

equipment compliant with system requirements.

 Spearheaded a process that individually scans and digitally processes pictures, revealing
richer detail and vibrant color and improving sharpness and contrast. This process is

currently the foundation of digital print processing for conventional film and digital images.

Leading Change, Results Driven

 Architected and executed a comprehensive digital product strategy for the digital business,
positioning as a leader in delivery of digital services. Leading Change, Results Driven

 Led technology and strategy development teams tasked with charting a new direction for
traditional systems to digital printing and alternate output technologies. Achieved delivery of

solutions that met business goals and output quality goals. Leading Change, Leading People,

Results Driven, Building Coalitions

Technical & Strategic Director, New Business Opportunities April 1995 to July 1997

Corporate Headquarters, Manhattan, NY

Oversaw new business development for including integrating traditional image capture and digital

technology into new product and service offerings. Identified key technologies required for the

successful development of the next generation of products based on market needs and targeted

consumer value propositions.

 Planned and delivered innovative Product and Technology development strategy
downstream products, resulting in numerous successful product introductions. Results Driven

 Created business plans for products and initiated product development of 3 new product
families for the next generation of product offerings. Leading Change

Vice President, Engineering & Co-Founder April 1993 to April 1995

Corporate Headquarters, Dallas, TX

 Drove development and delivery of product to market in less than 15 months of company
launch, exceeding expectations for product pricing and manufacturing schedule. Leading

Change, Results Driven

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Guide to the SES Qualifications September 2012

EDUCATION

Bachelor of Science – Electrical Engineering

Purdue University, West Lafayette, IN

PROFESSIONAL MEMBERSHIPS

Smith College of Information Sciences, Institute of Technology

Dean’s Council Member and Chair,

2005 to present

National Digital Strategy Advisory Board, Member of the Library of Congress Advisory Board,

2005 to present

George Washington University graduate program in Publishing, Member of the Advisory Board,

2008 to present

International Sign Association, Board of Directors, 2003

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Guide to the SES Qualifications September 2012

Pat M. Olmstead

1616 Mockingbird Lane

Chicago, IL 60601

555-123-3456 (h)

Announcement: SES-2010-0003

olmstead@server.net

555-698-5678 (w)

PROFILE:

 Highly skilled in leading and executing complex and multi-disciplinary projects at all
organizational levels

 Proven leader and manager of national programs, resources, and staff

 Over 28 years’ experience as a telecommunications and information technology
professional

EXPERIENCE:

Executive Assistant, GS-15 February 2009 – Current

Agency Headquarters, Washington, DC

Direct oversight of four major programs and nine operational divisions providing information

technology services for the agency. Directly coordinate with Regional Directors and Office of the

Secretary staff. Synchronize all efforts to achieve the agency requirement to enable global support

of staff operating from a securely managed network with reduced cost of ownership.

Accomplishments:

 Created a secure data network which serves as the baseline for a global enterprise data
network. This new network increased information security two-fold while providing

unfettered access to critical user information. Results Driven

 Developed innovative policies for providing secure wireless email at the enterprise level.
These policies are now being incorporated by other Federal Government agencies. Leading

Change

 Integrated best business practices from commercial venders and created an efficient
automated process to re-image more than 5,000 computer systems to a common secure

baseline. Results Driven

 Met weekly with Senior Leaders to assist them in achieving the necessary change
management in their organizational processes. Encouraged discussion of differences to

generate the best options for implementation. Building Coalitions, Leading People

 Created the initial templates for global enterprise that can deliver objective levels of service
with measurable metrics. Results Driven

 Presented the methodology to execute a myriad of policy changes at several forums and
conferences. Building Coalitions

Senior Program Manager, GS-15 May 2005 – January 2009

Agency Headquarters, Washington, DC

Led a 4,000 person communications organization responsible for providing communications and

information management to staff worldwide.

mailto:olmstead@server.net

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Guide to the SES Qualifications September 2012

Accomplishments:

 Negotiated multi-year funding, coordination, and implementation for fiber optic
infrastructure valued in excess of $20 million and supporting 10,000 users. Building

Coalitions, Business Acumen

 Led the transition from legacy microwave systems to a cutting edge fiber optic network
with upgraded technological capabilities that increased the carrying capacity capability 90-

fold. Leading Change

 Managed requirement analysis and implementation of a $40 million annual contract for
communications architecture. Business Acumen

Program Manager, GS-15 August 2002 – April 2005

Agency Headquarters, Washington, DC

Responsible for integrating and coordinating information technology requirements and emerging

enterprise solutions nationwide. Executed an annual program budget greater than $160 million.

Accomplishments:

 Directed server consolidation and change management of an 1800 person organization
resulting in a reduction of 3 large email servers and a reduction from 11 support contracts to

3, with a net savings of more than $5 million. Results Driven, Business Acumen

 Expanded information assurance and compliance. Reduced non-compliance from nearly
85% to less than 2% across the organization within 5 months. Results Driven

 Successfully negotiated for critical funding to provide enterprise technology. This funding
enabled the construction of 4 consolidate server locations throughout the country. Building

Coalitions, Business Acumen

 Successfully integrated 7 incongruous unit level networks into 1 agency wide network. Led
the migration of more than 8,000 email users from legacy exchange service to 1 email

system. Results Driven, Leading Change

Director, Transition Office, GS-15 June 2000 – July 2002

Agency Headquarters, Washington, DC

Led the new Presidential Administration transition team, from confirmation of the Secretary to the

vetting, selection, and submission of all political appointee nominations including those requiring

Senate confirmation.

 Built and managed the workforce needed to staff the Transition Office. Ensured employees
were appropriately appraised and rewarded. Business Acumen, Leading People

 Inspired team commitment and motivation resulting in the processing of over 5500
applications for 140 political appointment positions. Leading People, Results Driven

 Established a comprehensive vetting and tracking process that enabled senior selection
officials to effectively and fairly interview prospective candidates and make selection

recommendations to the President for final approval by the Senate. Completed initial

recommendations to the Secretary and President for all primary positions within 4 months

of commencing transition activities. Results Driven

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Guide to the SES Qualifications September 2012

 Directed the comprehensive preparation activities for the Secretary and Deputy Secretary
for their Senate confirmation hearings, including overcoming repeated obstacles in a high

pressure environment. Leading Change

Vice President, Government Sector July 1997 – May 2000

Corporate Headquarters, Fairfax, VA Annual salary: $145,000

Responsible for developing a new Government Sector business unit. Established and implemented

information technology programs in support of Federal Government contracts.

Accomplishments:

 Implemented metrics for defining efficiency, effectiveness and overall success of the
business unit. Results Driven

 Developed program managers in order to leverage their full range of expertise and
capabilities. Encouraged workforce diversity to create atmosphere conducive to high

quality service. Leading People

 Ensured programs were awarded subsequent contracts. Exceeded corporate goal for
contracts by $10 million. Results Driven

Special Projects Officer, GS-14 August 1995 – June 1997

Agency Headquarters, Arlington, VA

Provided administrative and protocol support to the Director and Deputy Director of an agency

engaged in global research and development of security protocols and emerging technologies.

Maintained Top Secret security clearance.

Accomplishment:

 Successfully led an organizational change management initiative to maintain relevancy and

core expertise. Collaborated across agencies to build strategic relationships resulting in an

increase in customer requests for briefings by agency experts. Leading Change, Building

Coalitions

EDUCATION:

Master of Business Administration, Georgetown University, Washington, DC

Bachelor of Science – Engineering, Northwestern University, Evanston, Illinois

PROFESSIONAL DEVELOPMENT:

Leadership for a Democratic Society, Federal Executive Institute, Charlottesville, Virginia

AWARDS:

Special Act Award 1997

Secretary’s Award 2002

Special Service Award 2005

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Guide to the SES Qualifications September 2012

Appendix A: Tips for Writing Effective ECQ Narratives, Accomplishment

Record Narratives, and Resumes

Format

• Follow the instructions in the announcement carefully; ignoring page limits or other formatting

requirements may jeopardize your application.

• Material should be easy to read.

• Use paragraphs to separate items.

• Use headings and subheadings to indicate categories.

• Use 12pt font and 1 inch margins.

• Application should be neat, clean, and typed.

• Make sure photocopies are legible.

• Don’t attach copies of training certificates, awards, or position descriptions.

• Number all pages.

Stay Focused

• Focus on leadership rather than managerial and technical abilities; all three are important, but

leadership is most important. Use clear, concise narratives written in the first person.

• Follow the Challenge-Context-Action-Result model.

• Each ECQ or competency should contain specific, job-related experiences with specific

accomplishments.

• Focus on what you have accomplished personally, but don’t exaggerate.

• Show that you have the qualifications needed to succeed in the Senior Executive Service.

• Focus on your vision for the organization not your personal vision.

• Focus on recent experience, education, and training. Some reviewers consider experience that’s

over 10 years old to be stale.

• Highlight awards or other forms of recognition that relate specifically to an ECQ or competency,

e.g., “Human Resources Manager of the Year.”

• Address the fundamental competencies over the course of the complete ECQ narrative.

• Include non-Federal experiences (e.g., private sector, volunteer and professional organizations) if

they support the ECQ or competency.

• Include relevant education or training enhancing your skills in a particular ECQ or competency.

• Include examples of special assignments and details.

• Include special qualifications if relevant to the position sought: public speaking, publications,

languages spoken, membership in related professional organizations or scientific societies, or

expertise in a technical area (e.g., budget, information technology).

• Show measurable results, especially in terms of improved customer service, increased efficiency,

productivity, or money saved.

• Spell out all acronyms.

• Write in short, complete sentences (subject, verb, proper tense agreement).

• Use common words and expressions instead of bureaucratic ones.

• Economize on words and expressions, but not to a cryptic extreme.

Good: I briefed Congress.

Bad: I conducted a briefing to key Congresspersons and their staffs. (10 words.)

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Guide to the SES Qualifications September 2012

Things to Avoid

• Avoid vague narratives.

Good: I produce two weekly radio shows, one monthly television program, and a

bimonthly newsletter to 10,000 employees located in 12 regional offices.

Bad: I manage various communication processes to field offices.

• Avoid using an identical example for more than one ECQ or competency.

• Avoid a “laundry list” of activities without context, actions, or accomplishments.

• Avoid typos or grammatical errors. Don’t assume Spell-Check and Grammar-Check will catch all

the errors; proofread every word.

 Avoid combining any of the ECQs or competencies.

• Never address an ECQ or competency by referring the reader to other parts of your application

(e.g., resume).

 Avoid narratives that describe your personal beliefs, philosophies, or commitment to social or

political causes unless they are necessary to describe the results you have achieved.

• Avoid revealing information about your political affiliation or activities unless you are using

experience as a political appointee to qualify.

• Avoid identifying your race, sex, national origin, color, religion, age, marital status, physical or

mental disability, sexual orientation, or any other non-merit factor.

Tone

• Be friendly and professional, not stilted, formal, or chatty.

• Avoid passive verbs; use active verbs with the personal “I.”

Good: I established a new team structure that eliminated the need for six supervisors (only

13 words; concise, clear, good use of personal “I” with an active verb).

Bad: The establishment of a new team structure was considered one of my best

accomplishments in that it reduced the need for six supervisory positions (too long–24

words; stilted, awkward sentence structure, passive verb).

References

• Make sure that individuals you provide as a reference can attest to your ability to perform the

Senior Executive Service job and can speak to your specific competencies in the Executive Core

Qualifications.

• Contact references and tell them about positions for which you have applied.

• Be sure reference information is current (e.g., telephone numbers, addresses).

And Finally…

• When you’re finished, ask three people (at least one current or former SES member) to review

your application and provide constructive feedback.