Job Success Factors

Job Success Factors are a set of competencies expected from all City employees. They describe how work is done and are rated as part of an employee's performance appraisal.

Job success factors 

  • Cultural agility: Demonstrates an awareness of, and sensitivity to, the needs and concerns of individuals from different perspectives, cultures and backgrounds. These differences may include race, gender, country of origin, disability, age, sexual orientation, gender identity, education, job preference, work style, etc. Respects differences and adjusts behavior and communication style to best meet the needs of the group or individual. Accepts one's own cultural identify and sees the value of other points of view.  
  • Customer focus: Meets the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customer in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
  • Functional/technical skills: Has the functional and technical knowledge and skills to do the job.
  • Quality of work: Quality of goods and services produced in terms of errors, waste and rework required to meet standards.
  • Productive work habits: The extent to which overall work style is effective and productive in terms of time management, setting objectives and priorities, and following up on commitments across a variety of work challenges.
  • Peer relationships: Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.
  • Self-Knowledge: Knows personal strengths, weaknesses, opportunities, and limits; seeks feedback; gains insights from mistakes; is open to performance feedback; is not defensive; is receptive to talking about shortcomings; looks forward to balanced performance reviews and career discussions.

Each factor represents a key aspect of how performance is achieved. An employee's work expectations describe what is to be achieved; Job Success Factors indicate how results are achieved.

How we evaluate job success factors

Performance for each Success Factor is appraised at one of three levels:


Performance in this Job Success Factor consistently exceeds expectations in all areas of responsibility. The employee frequently goes above and beyond what is required. The employee frequently models this Job Success Factor.


Employee consistently demonstrates solid performance in this Job Success Factor. Employee generally meets and sometimes exceeds expectations in all areas of responsibility. Fully acceptable performance.

Does not meet

Performance in this Job Success Factor does not consistently meet requirements. Immediate improvement is required.

See the Job Success Factors - Ratings Guide for descriptions of behaviors at each of the three levels.

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