Code of Conduct
| Individual Behaviors | Local Center/Bureau Behaviors | Organizational Value |
|---|---|---|
| Use core values to guide decision-making and interactions with customers and co-workers. | Model core values with appropriate behaviors. Make connection between decisions and action with core values. |
All Values |
| Communicate with customers and co-workers clearly, concisely and honestly. Listen and respond empathetically. | Create an environment in which information flows smoothly. Communicate in a way that inspires others. |
Customer Focus Ethics in the Workplace Continuous Improvement |
| Do whatever is necessary to insure customer satisfaction within the parameters of the law. | Delegate responsibility and empower staff to make decisions. | Customer Focus Individual Responsibility |
| Ask customers for feedback on services provided. | Gather customer feedback frequently to identify their needs and measure their satisfaction with our services. | Customer Focus |
| Develop rapport with others and maintain effective working relationships. | Create an atmosphere of trust. | Customer Focus |
| Take responsibility for actions and their outcomes. | Relate to others in an open and accepting manner. | Individual Responsibility
|
| Actively support organizational goals and group decisions. | Identify long-term goals and invest appropriate resources as necessary. Handle a wide variety of situations in a professional manner; remain composed when faced with difficult situations. |
Individual Responsibility |
| Identify areas of opportunity and monitor self-development goals. | Provide and support opportunities for individual growth and professional development. Provide staff with constructive feedback. |
Individual Growth
|
| Appropriately challenge conventional practices. | Remain open-minded and welcome fresh perspectives and ideas. | Continuous Improvement Customer Focus |
| Adjust positively to multiple demands. | Accept change as a healthy and normal part of growth and provide support and guidance to staff when experiencing change. Obtain multiple assessments of situations and be systematic in identifying areas for improvement. Focus on successfully attaining clear, concrete, accurate, timely and measurable outcomes. Adjust positively to multiple demands. Establish high standards and measures. |
|
| Maintain confidences. | Address issues of ethics fairly and consistently. | Ethics in the Workplace Individual Responsibility |
| Share credit with coworkers. | Treat all staff individually yet equitably. | |
| Treat all people with respect. | Apply all policies consistently. | |
| Handle all situations honestly. | Maintain the highest level of honesty in all situations. |
ABOUT OUR CODE OF CONDUCT
Grounded in our values, our code will help guide you in your conduct as a member of the Workforce Services Division. Our high standards and expectations are reflected in this document. Use it as your guide and keep it for reference.
In addition to understanding our core values and Code of Conduct, you also are expected to understand and follow applicable Division, Department and State laws, rules, policies and procedures.
If you are ever unsure about what decision you should make or what action you should take in your day-to-day job, let our values be your guide. Consider the high standards we expect of ourselves and of each other. Be sure your actions are lawful and ethical before you act. Talk to your supervisor or manager. But at all times, strive to reflect the values of the Workforce Services Division.
QUICK ETHICS TEST
If you find yourself in a situation requiring a difficult judgment, ask yourself:
- Is it legal?
- Is it consistent with our stated values?
- How would it look in the news?
- Under the same circumstances, would I want the result of this decision to happen to your customer or your co-workers?
- Am I treating others as I want to be treated?
If you can answer "yes" to each question, you will likely make the correct decision. If not, or if you are in doubt, consult with your supervisor or manager.
PLEDGE
Customers deserve the very best service I can give them. I will do everything I can to meet or exceed the customer's expectations, within the confines of the law, not just today but every day.
"Customer Focus" means I treat each customer as an individual who has special circumstances and needs. Before I make a decision or take an action, I will always determine if it aligns with our Division values and consider how it will impact the customer.
By giving caring, personal attention and showing concern for my customers at every opportunity, I can do my part to keep our customers satisfied.
Customer satisfaction is my personal priority and my pledge.
