Standardized Performance Elements for Passport Specialists08

Standardized Performance Elements for Passport Specialists
08/01/03

hello	GS-5	GS-7	GS-9	GS-11
Element I. Knowledge of Adjudication	Applies citizenship law, passport regulations and procedural guidelines for all non-derivative and non-insular cases. Determines sufficiency of citizenship and identity evidence. Resolves insufficient cases with progressively less need for oversight from senior passport specialists. Selects appropriate IRLs when additional documentation is required. Reviews TDIS data against clearance databases. Identifies washouts and suspends holds as directed.	Applies citizenship law, passport regulations and procedural guidelines for all cases. Researches applicable law and regulations for derivative claims under guidance of supervisor or senior passport specialist. Determines sufficiency of citizenship and identity evidence and resolves insufficient cases with increasing independence. Uses appropriate IRLs when additional documentation is required. Drafts supplemental language to IRL when needed. Reviews TDIS data against clearance databases. Approves washouts and resolves citizenship hold cases that can be decided with information available on the application and the CLASS return screen under guidance of supervisor or senior passport specialist. Refers other hold cases to hold desk or fraud office. Re-adjudicates applicant response cases with supervisory oversight. Adjudicates rewrites with supervisory oversight.	Applies citizenship law, passport regulations and procedural guidelines for all cases. Researches applicable law and regulations to resolve complex or unusual claims. Determines sufficiency of citizenship and identity evidence and resolves insufficient cases independently. Uses appropriate IRLs when additional documentation is required. Drafts supplemental language and letters to address deficiencies when IRL language is not sufficient. Reviews TDIS data against clearance databases. Reviews and resolves hold cases. Re-adjudicates applicant response cases. Adjudicates reissue, refile, rewrites and replacement claims.	Applies citizenship law, passport regulations and procedural guidelines for all cases. Researches applicable law and regulations to resolve complex or unusual claims. Determines sufficiency of citizenship and identity evidence and resolves insufficient cases. Uses appropriate IRLs when additional documentation is required. Drafts supplemental language and composes original letters to address deficiencies when IRL language is not sufficient. Reviews IRL and draft letters prepared by all specialists. Provides feedback to specialist and/or supervisor per agency policies. Mentors, trains, and provides advice to passport agency staff. Reviews TDIS data against clearance databases. Reviews and resolves hold cases. Re-adjudicates applicant response cases. Adjudicates reissue, refile, rewrites and replacement claims. As senior passport specialist on duty, provides technical advice and guidance to the staff. Provides overall direction in absence of GS-12 Supervisory Passport Specialist, as needed. Provides input to the supervisor regarding operational issues, both orally and in writing.
hello	GS-5	GS-7	GS-9	GS-11
Element II Production & Technical Skill	Legibly records citizenship and identification documents. Ensures appropriate fees are submitted and recorded. Administers oath to customers, reviews customers’ travel plans and determines the priority of service. Adjudicates an average of 19* applications per hour at the desk with a notational error rate not to exceed 3%. Verifies data-entered information in TDIS-PD with a data error rate not to exceed 3%. Accepts and adjudicates an average of 5 applications per hour at the public counter with a notational error rate not to exceed 3%. *	Legibly records citizenship and identification documents. Ensures appropriate fees are submitted and recorded. Administers oath to customers, reviews customers’ travel plans and determines the priority of service. Adjudicates an average of 21* applications per hour at the desk with a notational error rate not to exceed 2%. Verifies data-entered information in TDIS-PD with a data error rate not to exceed 2%. Accepts and adjudicates an average of 6 applications per hour at the public counter with a notational error rate not to exceed 2%. *	Legibly records citizenship and identification documents. Ensures appropriate fees are submitted and recorded. Administers oath to customers, reviews customers’ travel plans and determines the priority of service. Adjudicates an average of 24* applications per hour at the desk with a notational error rate not to exceed 1%. Verifies data-entered information in TDIS-PD with a data error rate not to exceed 1%. Accepts and adjudicates an average of 9 applications per hour at the public counter with a notational error rate not to exceed 1%. *	Legibly records citizenship and identification documents. Ensures appropriate fees are submitted and recorded. Administers oath to customers, reviews customers’ travel plans and determines the priority of service. Adjudicates an average of 24* applications per hour at the desk with a notational error rate not to exceed 1%. Verifies data-entered information in TDIS-PD with a data error rate not to exceed 1%. Accepts and adjudicates an average of 9 applications per hour at the public counter with a notational error rate not to exceed 1%. *
hello	GS-5	GS-7	GS-9	GS-11
Element III Customer Service	Interacts professionally, courteously and tactfully with both internal and external customers. Provides accurate information and service to the public and/or their designated representatives. Recognizes and refers non-routine service situations to supervisor or senior passport specialist.	Interacts professionally, courteously and tactfully with both internal and external customers. Provides accurate information and service to the public and/or their designated representatives. Recognizes non-routine service issues, and resolves under guidance of supervisor or senior passport specialist.	Interacts professionally, courteously and tactfully with both internal and external customers. Promotes and maintains good public relations on behalf of the agency. Provides full range of passport services and accurate travel related information to the public and/or their designated representatives. Recognizes and resolves exceptional service issues based on customer needs and agency guidelines.	Interacts professionally, courteously and tactfully with both internal and external customers. Promotes and maintains good public relations on behalf of the agency. Provides full range of passport services and accurate travel related information to the public and/or their designated representatives. Resolves exceptional service issues based on customer needs and agency guidelines. Suggests workable alternatives to standard documentation, as situation requires. Provides guidance to the customer service office and agency personnel on adjudicative and service issues. Responds to inquiries, either orally or in writing, from all sources, including acceptance facilities, congressional offices, passport headquarters and other federal agencies. Assists the Customer Service Manager during required office rotation in such activities as outreach programs, planning and conducting training for acceptance agents. Trains new specialists at the counter. Mentors and coaches less experienced specialists in handling exceptional service situations.
hello	GS-5	GS-7	GS-9	GS-11
Element IV Fraud Awareness	Recognizes when identification is not sufficient and requests additional evidence. Identifies inconsistencies that may be indicators of fraud during review of application and/or counter acceptance. Completes fraud worksheet. Keeps current with all guidance and memos from Fraud Program Manager. Participates in inter-agency anti-fraud programs.	Recognizes when identification is not sufficient. Requests additional identity evidence. Resolves identity cases with increasing independence. Recognizes inconsistencies that may be indicators of fraud. Completes fraud worksheet. Uses available resources to support observations. Refers cases to mentor, supervisor, AFPM or FPM, as directed. Keeps current with all guidance and memos from FPM. Requests additional information to develop suspect cases under the direction of a mentor, supervisor, AFPM or FPM. Participates in inter-agency anti-fraud programs.	Identifies inconsistencies that may be indicators of fraud. Requests and reviews additional information necessary to develop the case through letter, telephone interview or counter interview. Completes fraud worksheet. Distinguishes between cases that are identity issues and those that merit fraud investigation. Develops and resolves cases with identity issues. Keeps current with all guidance and memos from FPM. Uses available resources to verify facts and develop suspect cases for referral to fraud office. Participates in inter-agency anti-fraud programs.	Identifies inconsistencies that may be indicators of fraud. Requests and reviews additional information necessary to develop the case through letter, telephone interview or counter interview. Completes fraud worksheet. Distinguishes between cases that are identity issues and those that merit fraud investigation. Develops and resolves cases with identity issues. Uses available resources to verify facts and develop suspect cases for referral to fraud office. Keeps current with all guidance and memos from FPM. Participates in inter-agency anti-fraud programs. Assists the FPM during required office rotation in case development including data verification, report preparation and inter-agency liaison. Mentors and coaches passport specialists in fraud detection, case development and referral procedures. Utilizes PLOTS as a research tool to help develop fraud cases.

* For NPC and CPC on DS-11s

For Fully Successful Rating: GS-5s – 26 applications per hour at the desk; GS-7s – 30 applications per hour at the desk; GS-9s/GS-11s – 34 applications per hour at the desk

For Excellent Rating: GS-5s – 30 applications per hour at the desk; GS-7s – 34 applications per hour at the desk; GS-9s/GS-11s – 38 applications per hour at the desk

For Outstanding Rating: GS-5s – 34 applications per hour at the desk; GS-7s – 38 applications per hour at the desk; GS-9s/GS-11s – 42 applications per hour at the desk

For NPC on DS-82s

For Fully Successful Rating: GS-5s – 44 applications per hour at the desk; GS-7s – 48 applications per hour at the desk; GS-9s/GS-11s – 52 applications per hour at the desk

For Excellent Rating: GS-5s – 48 applications per hour at the desk; GS-7s – 52 applications per hour at the desk; GS-9s/GS-11s – 56 applications per hour at the desk

For Outstanding Rating: GS-5s – 52 applications per hour at the desk; GS-7s – 56 applications per hour at the desk; GS-9s/GS-11s – 60 applications per hour at the desk

For CPC on DS-19s

For Fully Successful Rating: GS-5s – 24 applications per hour at the desk; GS-7s – 28 applications per hour at the desk; GS-9s/GS-11s – 32 applications per hour at the desk

For Excellent Rating: GS-5s – 28 applications per hour at the desk; GS-7s – 32 applications per hour at the desk; GS-9s/GS-11s – 36 applications per hour at the desk

For Outstanding Rating: GS-5s – 32 applications per hour at the desk; GS-7s – 36 applications per hour at the desk; GS-9s/GS-11s – 40 applications per hour at the desk

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** For Excellent Rating: GS-5s – 23 applications per hour at the desk; GS-7s – 25 applications per hour at the desk; GS-9s/GS-11s – 28 applications per hour at the desk

For Outstanding Rating: GS-5s – 27 applications per hour at the desk; GS-7s – 29 applications per hour at the desk; GS-9s/GS-11s – 32 applications per hour at the desk

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*** For Excellent Rating: GS-5 – 6 applications per hour at the counter; GS-7s – 7 applications per hour at the counter; GS-9s/GS-11s – 10 applications per hour at the counter

For Outstanding Rating: GS-5s – 7 applications per hour at the counter; GS-7 – 8 applications per hour at the counter; GS-9/GS-11 – 11 applications per hour at the counter

*	For NPC and CPC on DS-11s
	For Fully Successful Rating: GS-5s – 26 applications per hour at the desk; GS-7s – 30 applications per hour at the desk; GS-9s/GS-11s – 34 applications per hour at the desk
	For Excellent Rating: GS-5s – 30 applications per hour at the desk; GS-7s – 34 applications per hour at the desk; GS-9s/GS-11s – 38 applications per hour at the desk
	For Outstanding Rating: GS-5s – 34 applications per hour at the desk; GS-7s – 38 applications per hour at the desk; GS-9s/GS-11s – 42 applications per hour at the desk
	For NPC on DS-82s
	For Fully Successful Rating: GS-5s – 44 applications per hour at the desk; GS-7s – 48 applications per hour at the desk; GS-9s/GS-11s – 52 applications per hour at the desk
	For Excellent Rating: GS-5s – 48 applications per hour at the desk; GS-7s – 52 applications per hour at the desk; GS-9s/GS-11s – 56 applications per hour at the desk
	For Outstanding Rating: GS-5s – 52 applications per hour at the desk; GS-7s – 56 applications per hour at the desk; GS-9s/GS-11s – 60 applications per hour at the desk
	For CPC on DS-19s
	For Fully Successful Rating: GS-5s – 24 applications per hour at the desk; GS-7s – 28 applications per hour at the desk; GS-9s/GS-11s – 32 applications per hour at the desk
	For Excellent Rating: GS-5s – 28 applications per hour at the desk; GS-7s – 32 applications per hour at the desk; GS-9s/GS-11s – 36 applications per hour at the desk
	For Outstanding Rating: GS-5s – 32 applications per hour at the desk; GS-7s – 36 applications per hour at the desk; GS-9s/GS-11s – 40 applications per hour at the desk
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**	For Excellent Rating: GS-5s – 23 applications per hour at the desk; GS-7s – 25 applications per hour at the desk; GS-9s/GS-11s – 28 applications per hour at the desk
	For Outstanding Rating: GS-5s – 27 applications per hour at the desk; GS-7s – 29 applications per hour at the desk; GS-9s/GS-11s – 32 applications per hour at the desk
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*******	For Excellent Rating: GS-5 – 6 applications per hour at the counter; GS-7s – 7 applications per hour at the counter; GS-9s/GS-11s – 10 applications per hour at the counter
	For Outstanding Rating: GS-5s – 7 applications per hour at the counter; GS-7 – 8 applications per hour at the counter; GS-9/GS-11 – 11 applications per hour at the counter