Overall Performance Concepts That Employees Should Be Exhibiting
In Order To Be Rated At An "Excellent" And/Or "Outstanding" Level

• Demonstrates a high comprehension of statutes, regulations, procedures

• Consistently makes accurate independent judgments on cases or situations, including those that may not fully meet formal criteria

• Demonstrates ability to distinguish between cases where citizenship or identity is in question and those with less serious deficiencies

• Consistently takes the initiative to help out where needed

• Shows a high degree of flexibility/adaptability

• Recognizes when a problem or situation is not isolated, and advises supervisor of scope of problem

• Consistently solves problems, or offers resolutions/plans of action

• Oral and written expressions are so clear and effective that they improve the understanding of the work by other employees and customers

• Identifies, develops, and proposes solutions for the regional director and/or headquarters in areas of uncertainty in passport adjudication through appropriate agency channels

• Provides well-thought out input to supervisors regarding agency operational issues

• Demonstrates exceptional analytical abilities

• Demonstrates the importance of customer focus as a critical component of the agency's mission

• Demonstrates initiative, creativity and sensitivity in resolving customer problems, i.e. :

  • Independently diffuses situations involving dissatisfied customers; demonstrates professional behavior in this type of situation

  • Consistently attempts to resolve customer problems, rather than attempting to assign "blame" for problem or justifying agency action

  • Keeps customer departure dates in mind