Let Service Standards Lead the Way

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Aligning Hiring and Evaluations to Service Excellence

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For Superintendent Dan Woestman, service excellence is a value his organization takes very seriously. In this video, Dan explains how his human resources and leadership teams use their standards of service in their hiring and evaluations. For individuals to commit to living the standards of service, leaders need to have continued discussions around service excellence. Employees need to see how their actions align to the organization's values. When we use the standards of service excellence to evaluate potential candidates, we are more likely to hire a person aligned with our culture and committed to our values.
  • When evaluating a potential candidate, how do you determine if they are aligned to your organization’s values? 
  • Using your standards of service, create 2 behavioral interview questions to analyze if the candidate will uphold your organization’s standards. 
  • How can you use the standards of service in your employee evaluations? How can you implement other organizational values into employee evaluations? 
00:01
we’ve started using our service
00:04
excellent standards when we are building
00:07
our teams and our Human Resources
00:09
Department when they put together a
00:11
candidate profile they pull up not only
00:14
a list of you know some type of survey
00:16
with say we’re hiring a new principal
00:17
staff we’ll do a survey that says here’s
00:20
what we’re looking for in a new leader
00:21
for the HR department and then the HR
00:23
department traditionally would sit down
00:24
with a core group of leaders from the
00:27
school usually teacher leaders and maybe
00:29
an administrator leader if there’s one
00:31
at the school they’d be on that and they
00:33
put together a candidate profile now in
00:35
addition to what the staff are looking
00:36
for we pull in our service excellence
00:39
standards and we have them prioritize
00:41
identify a couple that they would
00:43
prioritize and then create a couple
00:45
questions around those service
00:47
excellence standards that they can
00:48
incorporate into the interview some
00:50
please tell me about a time win and then
00:53
they’re looking for thank you they’re
00:55
looking for examples or stories that
00:57
would showcase that individual being
01:00
able to provide service or understanding
01:02
what we already think service excellence
01:04
is because when we’re bringing in our
01:06
leaders we want to make sure that their
01:07
values align with ours so this has been
01:09
a really good thing for us to do with
01:11
our team’s and is a good way to for an
01:13
HR department to just continually be
01:15
helping and supporting that discussion
01:17
around values and for us specifically
01:19
service excellence we also have started
01:22
as we go through our collective
01:24
bargaining processes with our different
01:26
employee groups we started incorporating
01:28
the ARS our values into our evaluations
01:34
and it’s it’s less formal it can start
01:37
out as like a part of the
01:39
self-assessment that an employee might
01:41
fill out that they could as part of
01:43
their self-assessment they’re not only
01:45
reflecting on their practice as they
01:47
interact with students their practice as
01:48
they interact with other team mates
01:52
maybe on a PLC but we can specifically
01:54
pull out the way that they’re
01:56
interacting with peers and parents in
01:58
terms of or using the definitions of our
02:03
service excellence standards there’s a
02:05
probably a process that already exists
02:07
for you to identify some actions that
02:09
could align with values what we’re
02:11
trying to do here is just align the
02:13
conversations of the vocabulary to
02:15
knowledge the work that’s already
02:16
happened in our organization around
02:18
defining those service excellent
02:19
standards so if you’re thinking about
02:21
Danielson and that professionalism and
02:24
Danielson you might already have an
02:26
opportunity where teachers are able to
02:28
reflect on that and you can just start
02:31
changing the perspective of that so it
02:34
always comes back to the the definitions
02:37
that you’ve created as an organization
02:39
so that’s a building block

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