Performance Expectation Discussion for Social Insurance Administrator (Assistant District Manager)   GS-105-13 PD#  7B128S
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Serves as full deputy and "alter ego" to the Field Office (FO) Manager.
Shares responsibility, as appropriate, with the manager for all administrative and operational functions.  In the absence of the manager, assumes responsibility for the FO operations and acts with full authority on matters within the jurisdiction of the field office.

Interpersonal Skills  (Standard Language for Managers)

*    Serves each customer in a respectful, responsive, and timely manner.
*    Works with the employees and the management team to support a positive work environment.
*    Listens to issues being raised by internal and external customers and co-workers, responds appropriately, and is sensitive to their needs.
*    Keeps management, staff and customers informed of progress on initiatives as well as changes made to goals, objectives and new initiatives. 
*    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.
*    Assists others in a positive manner, is receptive, and provides needed information to those seeking assistance.
*    Receives guidance, constructive feedback, or other forms of instruction in a positive manner, and is open to discussion of ways to improve. 
*    Communicates with others in a polite and professional manner and preserves their personal dignity in the course of doing business. 
*    Provides information to internal and external customers in an understandable format and courteous manner.
*    Communications should be clear, timely, appropriate to the audience, comprehensive, presented in context, and professionally delivered using the most effective and practical medium (i.e., in-person, e-mail, phone). 

Participation

*    Promotes teamwork and collaboration by establishing a cooperative working relationship with all internal and external customers.
*    Ensures assigned work is completed in a timely manner by effectively managing and supervising subordinates.
*    Readily and willingly assists other offices/components when the need arises.
*    Identifies the need for and provides assistance and support to co-workers and management. 
*    Demonstrates resourcefulness and flexibility by identifying problems and offering solutions, developing contingency plans, and implementing such plans.
*    Is receptive to new policies and procedures and acts as an agent of change, assisting subordinates and colleagues through the transition.
*    Assists subordinates in resolving the most complex and sensitive customer issues.
*    Actively participates in staff and management meetings.
*    Plans and coordinates local, area and regional initiatives. 
*    Contributes to a learning environment by identifying staff training needs, developing detailed training plans, and participating in self development.

Demonstrates Job Knowledge

*    Organizes and directs administration of Social Security programs within the service area, providing balanced, effective and efficient service to the public.
*    Acts as a liaison to and coordinates Social Security program matters with Congressional offices, government agencies, large employers, institutions, and other service organizations.
*    Develops and manages a plan to achieve high-quality work products for the service area of the office/component.
*    Ensures all integrity and security reviews are timely and accurately completed.
*    Takes timely corrective actions based on personal observations, security reviews and/or quality reviews.
*    Utilizes all available software and technology appropriately.
*    Maintains current knowledge of SSA programs, procedures and systems through office training and review of policy and procedural updates, such as daily Policy-Net postings. 
*    Makes appropriate fraud referrals to OIG for necessary action.
*    Protects the privacy of all customers by adhering to security and disclosure guidelines.

Achieves Business Results

*    Plans and directs effective administration of capital and human resources for the office/component.
*    Effectively directs and balances office workloads and other assignments to ensure local, regional, and agency objectives are met.
*    Develops and implements practices to reduce or eliminate inefficiencies and barriers to effective production.
*    Prioritizes responsibilities and exhibits focused effort to manage time in an effective manner.
*    Properly monitors and administers leave to ensure necessary human resources are available to meet business needs and takes corrective action, as needed.
*    Properly authorizes overtime, compensatory time, and credit hours. 
*    Makes appropriate assignments to ensure completion of office and unit workloads. 
*    Directs cumulative efforts of the work component to ensure daily outcomes are making substantial progress toward strategic goals.
*    Manages and authorizes budget and procurement activities.
*    Provides oversight for PI/PR activities to ensure the public is educated on all Social Security initiatives and programs.
*    Monitors employee responses to customers to ensure timeliness and accuracy. 
*    Provides substantive and timely responses to requests for comments on agency initiatives.
*    Produces written products that are technically accurate, grammatically correct and appropriate for the intended audience.
*    Ensures all subordinates utilize available workload controls, programmatic software and technology
*    Ensures that employees routinely inform customers of available online and automated services. 


Demonstrates Leadership 

*    Leads by example, conveying positive support for meeting Agency objectives while consistently demonstrating SSA values and ethics.
*    Develops office/component goals and objectives that align with and support the Agency's mission.
*    Creates and clarifies office policies, procedures, objectives, and priorities.
*    Routinely conducts office/component meetings to keep subordinates informed and to solicit employee suggestions for process or service improvements.
*    Monitors office/component workloads throughout the year to assess progress, recognize successes, and identify opportunities for improvement.
*    Encourages subordinates to develop competencies through training, formal and informal development programs, and delegated work assignments.
*    Effectively mentors and coaches employees, including subordinate management personnel. 
*    Promotes employee initiative and independent decision-making when appropriate and provides assistance as needed. 
*    Facilitates discussions, provides guidance, and assures appropriate decisions for problems presented by subordinates
*    Creates a positive working environment that embraces diversity, demonstrates fairness and accommodates employee needs. 
*    Effectively applies EEO principles and contract provisions and actively supports the Alternative Dispute Resolution process. 
*    Objectively evaluates complaints and grievances from employees and groups.
*    Routinely apprises upper-level management, colleagues and subordinates of significant issues.
*    Directs fair, objective and thorough recruitment and internal promotion activities, interviews and assesses candidates, checks references, and makes hiring and promotion selections or
recommendations.
*    Assumes responsibility for direct supervision activities in the absence of any other first-line supervisor. 
*    Identifies and responds to health, safety and security issues. 

Manages Performance

*    Oversees performance management of the office/component using the Performance Assessment and Communication System (PACS).
*    At the beginning of the appraisal year, effectively communicates performance elements, standards and expectations according to agency policy and contractual provisions.
*    Uses the Alignment statement and Service Level Indicators to link the work contributions of subordinates in order to achieve agency goals and objectives.
*    Assesses subordinates' performance on an ongoing basis.
*    Provides timely, candid and constructive feedback to subordinates that includes both positive contributions and suggests
approaches to improve performance, meet expectations, develop competencies, and achieve career goals. 
*    Serves as a rating and reviewing official and appraises employees considering individual contributions and initiatives, timeliness and efficiency, and any unique circumstances that may affect an employee's performance.
*    Schedules and conducts at least one formal performance discussion and provides a final performance appraisal to subordinates within the prescribed timeframes.
*    Encourages employee participation in the performance management process and responds appropriately to employee needs, recommendations and requests.
*    Documents appropriate actions on the automated Performance Assessment and Communication System (PACS) on a timely basis.
*    Manages and recognizes performance in a manner that is meaningful to each individual employee.
*    Takes timely and appropriate actions based on performance results. 
*    Reviews, initiates and/or approves disciplinary actions when appropriate.

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

*    Available data, workload management reports and measurement systems including but not limited to:
*    Executive Management Information System (EMIS)
                1    Management Information (MI) Central
                2    Workload Management Information (WMI)
                3    Visitor Intake Program (VIP)

*    All available administrative data, reports and systems including, but not limited to:
*    Integrity Reviews
                1    Official Union Time Tracking System (OUTTS)
                2    Federal Personnel and Payroll System (FPPS)
                3    CitiDirect
                4    Travel Manager
                5    Financial Information System (FIS)

*    All available feedback from the line manager, review components, and customers.