Performance Expectation Discussion for Social Insurance Administrator (District
Manager) GS-104-14 PD# 7B127S
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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.
* Identifies the need for and provides assistance and support to coworkers
and management.
* Demonstrates resourcefulness and flexibility by identifying problems and
offering solutions, developing contingency plans, and implementing such plans.
* Is receptive to and learns 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, as necessary.
* Contributes to a learning environment by identifying staff training needs,
developing detailed training plans, and participating in self-development.
* Ensures that employees routinely inform customers of available online and
automated services and support agency initiatives during contact with the
public.
* Demonstrates initiative by beginning and completing assignments without
direction.
* Works collaboratively to accomplish assigned tasks and to devise new
methods for addressing complex issues.
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 Congressional Offices, government agencies, employers,
institutions, and other service organizations.
* Develops and manages a plan to achieve high-quality work products for the
service area of the office.
* Ensures all integrity and security reviews are timely and accurately
completed.
* Takes timely corrective actions based on personal observations, security
and/or quality reviews.
* Makes appropriate fraud referrals to OIG for necessary action.
* 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.
* 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.
* Effectively directs office workloads and other assignments to ensure local,
regional, and agency objectives are met.
* Develops and implements practices to eliminate or reduce 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 and makes
appropriate assignments to ensure completion of office and unit workloads.
* Manages and directs 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.
Demonstrates Leadership
* Leads by example, conveying positive support for meeting Agency objectives
while consistently demonstrating SSA values and ethics.
* Develops component/office goals and objectives that align with and support
the Agency's mission.
* Establishes clearly defined outcomes, levels of service, and measures of
success.
* Creates and clarifies office policies, procedures, objectives, and
priorities with subordinates.
* Conducts office and component meetings to keep subordinates informed and
involved.
* Monitors office and 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 and 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 and fairness
and accommodates employee needs.
* Effectively applies EEO principles and contract provisions and actively
supports the Alternative Dispute Resolution process.
* Hears and resolves 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 as appropriate, interviews and assesses candidates,
checks references, and makes hiring/promotion selections or
recommendations.
* Identifies and responds to health, safety and security issues.
* Assumes responsibility for direct supervision activities and
expectations in the absence of any other first-line supervisor.
Manages Performance
* Oversees performance management of the office 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 employees
that includes both positive contributions and suggests approaches to
improve performance, meet expectations, develop competencies, and
achieve career goals.
* Serves as a rating/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 individual employees.
* 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. 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.
* Identifies the need for and provides assistance and support to
coworkers and management.
* Demonstrates resourcefulness and flexibility by identifying
problems and offering solutions, developing contingency plans, and
implementing such plans.
* Is receptive to and learns 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, as
necessary.
* Contributes to a learning environment by identifying staff
training needs, developing detailed training plans, and participating in
self-development.
* Ensures that employees routinely inform customers of available
online and automated services and support agency initiatives during
contact with the public.
* Demonstrates initiative by beginning and completing assignments
without direction.
* Works collaboratively to accomplish assigned tasks and to devise
new methods for addressing complex issues.
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 Congressional Offices, government agencies,
employers, institutions, and other service organizations.
* Develops and manages a plan to achieve high-quality work
products for the service area of the office.
* Ensures all integrity and security reviews are timely and
accurately completed.
* Takes timely corrective actions based on personal observations,
security and/or quality reviews.
* Makes appropriate fraud referrals to OIG for necessary action.
* 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 PolicyNet postings.
* 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.
* Effectively directs office workloads and other assignments to
ensure local, regional, and agency objectives are met.
* Develops and implements practices to eliminate or reduce
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 and makes appropriate assignments to ensure completion of office
and unit workloads.
* Manages and directs 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.
Demonstrates Leadership
* Leads by example, conveying positive support for meeting Agency
objectives while consistently demonstrating SSA values and ethics.
* Develops component/office goals and objectives that align with
and support the Agency's mission.
* Establishes clearly defined outcomes, levels of service, and
measures of success.
* Creates and clarifies office policies, procedures, objectives,
and priorities with subordinates.
* Conducts office and component meetings to keep subordinates
informed and involved.
* Monitors office and 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 and 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
and fairness and accommodates employee needs.
* Effectively applies EEO principles and contract provisions and
actively supports the Alternative Dispute Resolution process.
* Hears and resolves 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 as appropriate, interviews and assesses candidates,
checks references, and makes hiring/promotion selections or
recommendations.
* Identifies and responds to health, safety and security issues.
* Assumes responsibility for direct supervision activities and
expectations in the absence of any other first-line supervisor.
Manages Performance
* Oversees performance management of the office 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 employees
that includes both positive contributions and suggests approaches to
improve performance, meet expectations, develop competencies, and
achieve career goals.
* Serves as a rating/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 individual employees.
* 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.
*