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Evaluation factor - Problem solving

This factor measures the requirements for a role to solve the problems and issues. It includes initiative and original thought. It takes into account requirements for analysis to diagnose a problem and understand complex situations or issues and the judgement necessary to formulate solutions and recommend or decide on the best course of action.

Work value description Points
  • Work activities are well defined and follow set procedures.
  • Problems that arise are highly similar and readily solved through direct application of procedures or referred to other people.
  • Work requires accurate adherence to established practices and procedures and there is typically little or no requirement for individual initiative and judgement.
  • Work activities are defined by set procedures.
  • Problems are straightforward and solved by application of procedures or guidance, or referred onto other people for resolution.
  • Judgements typically involve straightforward job related facts or situations.
  • Work generally involves straightforward, well defined tasks.
  • Problems are similar and are generally solved by reference to clear procedures and past experience, or by referral to others.
  • Some initiative is required in completing still largely procedural tasks, for example in responding to varying circumstances.
  • Creating and making minor changes to standard procedures and methods may be necessary.
  • Work activities are undertaken within a general framework of recognised procedures and guidelines
  • There is scope for creativity in the way in which these are applied in relation to problem solving.
  • Information is applied selectively and alternatives are not always self-evident.
  • Judgements involve facts or situations, some of which require analysis.
  • Lateral thinking is required to generate viable options and the implementation of solutions.
  • Work predominately involves a wider variety of still similar, well defined tasks which may require researching and organising information and choosing from a limited range of solutions.
  • Creativity and innovation are essential to the job and need to be regularly exercised within general guidelines.
  • Unfamiliar issues and situations require independent action for example, in developing new or improved work methods or tackling situations in new ways.
  • Work involves complex issues and the range of solutions is more varied.
  • Problems arise relatively frequently and require detailed information gathering, analysis and investigation.
  • Different innovative techniques and methods are applied or a range of imaginative solutions/responses developed.
  • Initiative and originality are required in developing and modifying existing approaches to tackle new issues and situations.
  • Work involves very complex or sensitive issues
  • Problems are often complicated and made up of several components which have to be analysed and assessed and which may contain conflicting information.
  • Problem solving requires establishing and testing options, making interpretations and judgements in the selection and analysis of the relevant information.
  • Creativity and originality (innovation) are required to develop approaches for applying new knowledge or policy changes.
  • Work involves highly complex and sensitive issues.
  • Problem solving usually involves analysing and discriminating amongst a broadly defined and understood set of alternatives and/or the relating of precedent to new issues and risks that are usually localised.
  • Problem solving requires significant levels of judgement, assessment and interpretation and may require an extensive understanding of the role and responsibilities of the agency and the context in which it operates.
  • The role must identify and lead innovative solutions and use professional judgement to evaluate ambiguous or incomplete information.
  • The role is also responsible for anticipating, identifying and assessing risks and, where a range of options are available, considering the implications of each.
Last reviewed: 
29 March 2018