Performance Expectation Discussion for Social Insurance Specialist (Claims Representative) GS-105-11/9/7/5 PD# 3C361, 3C362, 3C363, 3C364
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For Trainees include:  Demonstrates acceptable progress towards full achievement of expectations commensurate with time in the position

For Bilinguals include:  Utilizes bilingual skills to assist non-English speaking customers in conducting Social Security business


Interpersonal Skills (Standard Language for Non-managers)
*    Serves each customer in a respectful, responsive, and timely manner.
*    Interacts with fellow employees in a polite and professional manner and preserve their personal dignity while in the course of doing business.
*    Works with others to support a positive work environment.
*    Speaks effectively in groups and/or in one-on-one discussions.
*    Communicates information, ideas, and data in a clear, accurate and concise manner and in an understandable format and courteous manner.
*    Listens to issues being raised by others and responds appropriately, and with sensitivity to their needs.
*    Assists others in a positive, helpful manner, is receptive, and provides needed information to those seeking assistance.
*    Willingly coaches and guides employees when serving as a mentor, instructor or team leader.
*    Receives guidance, constructive feedback, or other forms of instruction in a positive manner, and is open to discussion of ways to improve. 
*    Works through differences of opinion with others in an objective and constructive manner in order to achieve results while maintaining composure when dealing with difficult people.
*    Accepts changes in workloads, priorities, and/or work assignments in a positive manner.




Participation

*    Promotes teamwork and collaboration, and establishes a cooperative working relationship with all internal and external customers.
*    Serves as a resource person to trainees and other employees as assigned. 
*    Is receptive to and learns new policies and procedures, and applies them accurately, using prescribed technology and automation enhancements. 
*    Contributes to outreach events by effectively organizing and presenting SSA public information.
*    Informs customers of available online and automated services.
*    Identifies customer needs and makes proper referrals to other agencies. 
*    Conducts interviews in a timely manner. 
*    Participates and contributes to special projects or initiatives as requested.
*    Identifies the need for and provides assistance and support to co-workers and management.
*    Demonstrates initiative by beginning and completing assignments without direction. 
*    Acts as a liaison to community organizations and agencies. 
*    Contributes to a learning environment by conducting training and mentoring other employees as assigned. 


Demonstrates Job Knowledge

*    Contributes to the success of organizational operating plans by producing high-quality workload results. 
*    Maintains current knowledge of SSA programs, procedures and systems through office training and reading all policy and procedural updates, such as daily Policy-Net postings. 
*    Evaluates documentation and makes determinations for initial claims and post-entitlement actions in accordance with SSA policies and procedures.
*    Secures necessary initial claims and post-entitlement documentations via the most expedient sources available, such as claimant's personal documents, online vital records, and the Work
Number.
*    Processes inputs to correct or change records of entitlement and eligibility to ensure accurate payments in a timely manner.
*    Uses appropriate systems that include, but are not limited to, MAPS, MCS, MSSICS, EDCS, RPS, EM 2.8, VIP, DMS, and 800# appointment system to efficiently process assigned workloads. 
*    Identifies potential fraud, makes proper referrals to OIG and provides ongoing support to OIG staff.
*    Locates and correctly applies appropriate instructions and reference materials.
*    Protects the privacy of all customers by adhering to security and disclosure guidelines.


Achieves Business Results

*    Manages time to balance workload demands.
*    Completes work as assigned. 
*    Responds to customer inquiries in a timely manner.
*    Conducts high-quality interviews to effectively determine customer needs, handles actions to completion whenever possible, and provides customer referrals when appropriate. 
*    Independently gathers information, makes determinations, and adjudicates initial claims and/or post-entitlement workloads to meet customer and agency expectations.
*    Conducts personal conferences and on-site representative payee reviews in a professional manner
*    Analyzes issues and utilizes procedures that result in timely service.
*    Prioritizes workloads to meet customer and agency expectations and goals.
*    Initiates requests for development at the earliest point and makes timely follow-up on all pending workloads. 
*    Processes inputs correctly to ensure accurate workload credits.

*    Fully utilizes automation tools and technology in accomplishing
assigned  work

Sources of information for measuring progress and assessing contributions include but are not limited to:

*    Workload Management Information (WMI) Listings, such as Modernized Claims System (MCS), Modernized Supplemental Security Income Claim System (MSSICS), Representative Payee System (RPS), , Earnings Modernization (EM) 2.8, Postentitlement Online System (POS), Debt Management System (DMS), Internet Claims, Continuing Disability Review (CDR)
*    PCACS
*    MDW
*    VIP
*    EDCS
*    Customer Feedback
*    Supervisory/Technical Feedback and Observation
*    StaRZ and Stripes
*    CDR2000
*    eWork