Core Competencies for Public Service Desks

Sort 1: Categories [Updated July 15, 2005]

Refers to work or service areas, representing blocks of skills that may be grouped into training modules.

Sort 2: Skill types [Updated July 15, 2005]

• Acquired: Skills learned as the result of training.
• Documentation: Knowing where to look for the answer in available documentation (e.g. webpages, manuals, cheat sheets). Many of these skills may be acquired through use over time but should be documented nevertheless. (Documentation Guidelines will make recommendations on what should be documented and by whom.)
• Referral: Knowing when, where, or to whom to refer. (The Referral Guidelines will address these more fully.)

Sort 3: Training [Updated July 15, 2005]

• Central: Training or documentation developed centrally.
• Local: Training or documentation developed locally.

Training will take place both centrally and locally. (Training Recommendations will address this more fully.)

Sort 4: Training sequence [Updated July 15, 2005]

ISP staff cannot cover a desk alone until all skills are attained. Prior to that, on-desk supervision accompanied by liberal referrals are encouraged. The sequence of skill training is designated as:

1. Initial skills, with training as soon as possible.
2. Training at deeper levels within six months

 

Page last modified July 18, 2005