Performance Expectation Discussion for Contact Representative GS-962-8/7/6/5/4
(Service Representative) PD # 3C317, 3C321 

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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.
*    Informs customers of available online and automated services.
*    Identifies customer's needs and makes proper referrals to other agencies. 
*    Participates in and contributes to special projects and initiatives, as requested.
*    Conducts interviews in a timely manner.
*    Identifies the need for and provides assistance and support to co-workers and management. 
*    Demonstrates initiative by beginning and completing assignments without direction. 
*    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 work results.
*    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.
*    Evaluates documentation and makes determinations in accordance with SSA policies and procedures.
*    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, MSSICS, POS, RPS, EM 2.8, SS-5 Assistant, PUPS, 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.
*    Through independent research, is able to locate appropriate instructions or reference materials and correctly apply them. 
*    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.
*    Conducts interviews in a timely manner.
*    Responds to customer inquiries in a timely manner.
*    Effectively manages reception area and interview assignments to ensure optimal public service in daily operations.
*    Analyzes issues and utilizes procedures that result in timely service.
*    Conducts high-quality interviews to effectively determine customer needs, handles actions to completion whenever possible, and provides customer referrals when appropriate.
*    Processes inputs correctly to ensure accurate workload credits.
*    Prioritizes workloads to meet customer and agency expectations and office goals.
*    Makes timely follow-ups on all pending workloads. 

Sources of information for measuring progress and assessing contributions include but are not limited to:
*    Workload Management Information (WMI) Listings, such as, Debt Management System (DMS), Representative Payee System (RPS), Modernized Supplemental Security Income Claim System (MSSICS), Earnings Modernization (EM) 2.8, Postentitlement Online System (POS)
*    PCACS
*    MDW
*    VIP
*    Death Alert Listing
*    Prisoner Alert Listing
*    Representative Payee Non-Responder Listing
*    NYMES Program (suspects and investigates)
*    Customer Feedback
*    Supervisory/Technical Feedback and Observation