Performance Expectation Discussion for Supervisory Social Insurance Specialist (Operations Supervisor) GS-105-12 PD# 3C401S
home

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.
*    Actively listens to issues being raised by internal and external customers and co-workers and responds appropriately, and with sensitivity 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.
*    Displays a positive attitude, is receptive, and provides constructive feedback to others seeking assistance.
*    Communicates with others in a polite and professional manner and preserves personal dignity in the course of doing business. 
*    Provides information to internal and external customers in an understandable format and courteous manner.
*    Communicates relevant information, ideas, and data in a clear, accurate and concise manner.
*    Selects the most effective type, (e.g. oral, written) and medium (e.g. in-person, e-mail) for communicating messages by considering the content and the audience.


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 employees.
*    Readily and willingly assists in other units 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 and learns new policies and procedures and acts as an agent of change, assisting employees through the transition. 
*    Readily assists employees in resolving difficult customer issues.
*    Actively participates in staff and management meetings.
*    Provides support for local, regional, and agency initiatives.
*    Contributes to a learning environment by identifying staff training needs, developing detailed training plans, and participating in self- development.
*    Ensures 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

*    Supports line management in the administration of Social Security programs within the service area providing balanced, effective and efficient service to the public. 
*    Provides technical guidance to employees as appropriate.
*    Acts as a key technical contact/liaison for other components and third parties.
*    Assists in the development and execution of local plans to achieve high-quality work products. 
*    Conducts assigned integrity and security reviews timely and accurately.
*    Takes timely corrective actions based on personal observations, security reviews, and 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 and employees is protected by adhering to security and disclosure guidelines.


Achieves Business Results

*    Effectively manages assigned workloads to meet local, regional, and agency objectives.
*    Assist in developing and implementing practices to reduce or eliminate inefficiencies and barriers to effective production.
*    Organizes, prioritizes and effectively manages time.
*    Properly 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.
*    Effectively directs work to balance interview assignments, appointments, and other workloads to ensure optimal efficiency in daily office operations.
*    Redirects workloads and/or staff to create a balanced approach ensuring priorities are met in a timely and efficient manner.
*    Effectively performs budget and procurement activities, as directed.
*    Conducts 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 employees utilize available workload controls, programmatic software and technology.


Demonstrates Leadership 

*    Leads by example, conveying positive support for meeting Agency objectives while consistently demonstrating SSA values and ethics.
*    Assists in development of component/office goals and objectives in support of the Agency's mission.
*    Creates and clarifies office policies, procedures, objectives, and priorities with staff.
*    Conducts staff/unit meetings to keep subordinates informed and involved.
*    Monitors unit/office workloads throughout the year assessing progress, recognizing successes and identifying opportunities for improvement.
*    Encourages employees to develop competencies through training, formal and informal development programs, and delegated work assignments.
*    Effectively mentors and coaches employees.
*    Promotes employee initiative and independent decision-making when appropriate and provides assistance as needed. 
*    Facilitates discussions, provides guidance, and assures appropriate decisions for work problems presented by employees.
*    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.
*    Routinely apprises upper-level management, colleagues, and subordinates of significant issues.
*    Accepts full responsibility for the office/component in the absence of the manager.
*    Participates in recruitment activities as assigned, including conducting interviews, assessing candidates, checking references, and making hiring recommendations.
*    Identifies and responds to health, safety and security issues. 


Manages Performance

*    Manages performance using the Performance Assessment and Communication System (PACS).
*    Applies appropriate performance expectations, standards, and rating techniques to all employees.
*    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 employee performance by reviewing workloads, including but not limited to, observing phone and/or in-person interviews, desk and mail audits, and other types of case reviews.
*    Provides timely, candid and constructive feedback to employees and suggests approaches to improve performance, meet expectations, develop competencies, and achieve career goals.
*    Serves as a rating 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 employees 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.
*    Initiates 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) or Telephone system MI for ICTU

*    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.