• Core behaviours

    Core behaviours define the City’s expectations of the behaviours employees should demonstrate in performing their work. They are reflective of the City’s culture and values and guide all of our present and future activities. Every employee is encouraged to learn, embody, and demonstrate these core behaviours.

Client service commitment

Delivers a consistent and positive client service experience to internal and external clients. Listens attentively to understand client needs and responds to client needs, inquiries or problems in a timely and effective manner demonstrating care and respect. Takes client issues to the appropriate people within the organization for resolution and, where possible, following up on client requests to ensure that the service meets their expectations. Uses their understanding of client needs to continuously improve the service experience.


Pursues and applies creativity and originality in performing their daily work, and where appropriate questions whether the current approach is still the best approach. Suggests or applies new ways of addressing ongoing work issues and challenges. Sees possibilities that others have not yet seen, or combines ideas and approaches suggested by others in a manner that results in improvements/solutions.

Interactive communication

Communicates effectively and appropriately, is proficient, professional and courteous in oral and written communication. Communicates in an honest and open manner. Uses good judgment as to what to communicate, to whom, as well as the best way to get that accomplished. Speaks in a clear and credible manner, selecting the right tone for the situation and audience. Invites and gives constructive feedback and actively listens to others and allows them the opportunity to fully express themselves.


The extent to which an employee demonstrates behaviours that model Servant Leadership as well as the organization's goals and values. Exhibits confidence in self and others, positively influences and motivates others, sets an example for excellence and integrity, shows courage to take action, inspires trust, shows respect and care and concern for others in everyday work situations, demonstrates flexibility and willingness to change and improve. 

Teamwork and collaboration

Is an effective team player who works collaboratively with others and is effective at building consensus within teams; adds complementary skills and contributes valuable ideas, opinions, information and feedback. Contributes to a work environment that is helpful, polite, inclusive and respectful of our diversity. Communicates in an open, candid but respectful manner and can be counted on to do his/ her share of the work. Develops and strengthens positive working relationships and acts in the best interest of the organization as a whole.