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Federal human resource managers know that applicants don't know what to write in their knowledge, skills and abilities statements, known as KSAs (For an introduction to KSAs, see last week's column). They are tired of reading generic statements about your knowledge, skills and abilities that don't say anything different than your resume. So now, many vacancy announcements specifically say: "Generic responses to KSAs will not be accepted." Hiring officials can get the generic information from your resume. What they want are the specifics.

The Office of Personnel Management has designed and recommends a new "CCAR" model for writing examples that demonstrate particular KSAs (or executive core qualifications for Senior Executive Service positions).

CCAR stands for Context, Challenge, Action and Results.

• Context: The factors that contributed to a challenge you faced, such as budget limits, staffing changes, institutional reform.
• Challenge: The specific problem you had to address.
• Action: The steps you took to solve the problem.
• Results: The outcome - the difference that you made.

Here's an example of a KSA shared in one of my KSA Writing Workshops by a program manager at the Substance Abuse and Mental Health Services Administration (SAMHSA). This example could work for a KSA statement addressing "Ability to plan, organize and manage projects," "Ability to communicate orally," or "Ability to negotiate and give presentations."

"In January 1996 following the notification that SAMHSA would receive a dramatically reduced budget (Context), I recognized that important programs would be discontinued, including a much needed drug-abuse program for the Kickapoo Reservation Indians in the State of Texas (Challenge). As the federal program manager, I took the initiative to communicate the situation with the State of Texas to turn over funding to the state (Action). I traveled to Texas on several occasions to negotiate directly with the State of Texas project officer to ensure that the state appreciated the severity of the situation and the change in federal funding. I prepared a briefing booklet for state representatives giving them the data on the 1,300 eligible adults on the reservation and the fact that two-thirds of the total population participated in the program.

"Results: I successfully achieved a cooperative agreement with the state with commitments of $500,000 per year. I also discovered an additional $400,000 from carry-over from the previous year. Additionally, I brought in four other state agencies to assist with service provision and additional funding and support."

Wow, this person sounds great! I can see from this example that he cares about his constituency, goes the extra mile to save a program, can communicate and negotiate very well and understands government processes.

When I read a KSA like this one, I can understand why human resources staff like KSAs. They tell interesting stories, and they're impressive.

Everyone can write KSAs like this. You just have to think very hard about situations, projects and examples that demonstrate a particular knowledge, skill or ability. The HR staff want specific examples.

Other KSA writing tips:

• Don't type in the words "Context, Challenge, Action." You can type the word "Results," so the reader can find the results quickly. Everyone wants to read the results.
• You can write the challenge before the context if the flow of writing is more effective that way.
• Each KSA statement should be no longer than one and a half pages (preferably one page).
• The KSAs should be based on examples of experience.
• They should be recent examples, if possible (within five years).
• Each KSA can include one excellent example, or two or three examples that demonstrate experience in the area.
• Try to use different examples for each KSA, but if the example is significant in your career and work, you can recast the KSA statement emphasizing the particular knowledge, skill or ability.
• KSAs can be examples from paid and unpaid experiences.

Other good KSA information includes: relevant degrees, courses, continuing education, awards and quotes from satisfied customers, vendors and supervisors.

If you want to experience group KSA writing, consider my workshops in August at the Health and Human Services building in Washington. I interview volunteers in front of the class using the CCAR Model. The mystery of KSA writing dissolves with in-class discussion and writing. Check this calendar for dates.

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Kathryn Kraemer has been the president of The Resume Place, Inc. for 27 years. Kathryn helps people get promoted and change jobs. She is the pioneer designer of the new "federal resume." She wrote and published the first book on federal resume writing and is a popular resume writing workshop leader in government.