Performance Expectation Discussion for Social Insurance Specialist (Technical Expert) GS-105-12 PD# 0D352, 1D083

HOME
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.
*    Provides input and offers solutions and support to management regarding staff training needs, operational issues, and office workflow issues. 
*    Identifies the need for and provides assistance and support to co-workers and management.
*    Serves as a resource person to trainees and other employees.
*    Assumes a lead role in technical training and mentoring. 
*    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. 
*    Acts as liaison for community organizations and agencies
*    Participates and contributes to special projects or initiatives as requested. 
*    Demonstrates initiative by beginning and completing assignments without direction. 
*    Contributes to a learning environment by conducting training and mentoring other employees. 


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 review of policy and procedural updates, such as daily PolicyNet postings. 
*    Provides technical expertise on the most effective use of software and systems.
*    Evaluates documentation and makes determinations for initial claims and post-entitlement actions in accordance with SSA policies and procedures.
*    Secures necessary initial claim and post-entitlement documentation 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.
*    Routinely provides technical expertise on SSA's policy and procedures. 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.
*    Serves as technical expert for developing and adjudicating the most complex initial claims and post-entitlement workloads.
*    Independently identifies trends through case reviews and observations to provide feedback to management for quality and process improvement purposes as well as performance management.
*    Prioritizes workloads to meet customer and agency expectations and goals.
*    Responds to customer inquiries in a timely manner.
*    Conducts interviews in a timely manner.
*    Conducts high-quality interviews to effectively determine customer's 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.
*    Analyzes issues and utilizes procedures that result in timely service.
*    Monitors and utilizes available workload control listings to provide accurate and timely service.
*    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.

*    Handles public relations matters, including issues that could have an adverse effect on customers or operations.

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