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all right guys we'll go ahead and get started I'm gonna make KSA simple for you tonight for the ones that are struggling I bet you what you're doing you're overthinking honestly you're overthinking the ksas are not as hard as you think they are be short be to the point and with that being said being specific another thing that you want to throw in here is buzzwords all right so let's take this first one ability to communicate orally and in writing to facilitate individual and group discussions set work expectations coordinate work and document events such as customer responses Grievances and accident investigations that's a lot there some of these they ask for a mouthful I think they just want an example but I really have a feeling if you put in everything that they're asking for here it's going to be a lot and it's going to take up a lot of your 6 000 characters Hey Kevin um my post message I asked her I said so much stuff there there is no way I'm possibly going to be able to fit all of this stuff and fit it within these characters her advice to me was pick one of the topics and one of the questions and as long as you keep it in your stock format you should be fine okay guys uh and I I agree with them I think you just can't put that much in there so what I would do is pick out maybe one or two things that you think are the most important and y'all I'm going to tell you and all the units that I go into and I do inspections the biggest things that I see are this right here the supervisor does not set expectations what does that mean by setting expectations what a supervisor is supposed to do in the morning is go around to every carrier and say hey good morning Mr Smith uh glad to see you're at work today I hope you had a great weekend hey I see this report which is going to be the workload status report you might want to jot that down the workload status report in doas the ois the doughest program or preferably the pet tool the performance evaluation tool you know people call it pet tool they kind of redundant but the pat performance evaluation tool you could find that in DMs so these are two reports that saying the carrier should be leaving the office at this time and they should be returning to the office at this time that is setting expectations now listen caveat here I'm just cautioning you don't ever cite solely the pet as your reasoning you have to use a multitude of factors in your decision making so you don't always have to go off the numbers that are on the pad if you have other information that might contradict that anyway you go around with the doughest workflow status report or the pet and you use them as guides to set expectations so you say Mr Smith hope you had a great weekend I see uh you ought to be leaving out by 9 42 today and arriving back at 2 49 p.m uh is everything okay and they say hey not a problem you might move on to the next person and you say you know Mrs Jones you're going to be able to be out of here by 9 36 and be back at 3 24. okay and they might say I don't know balls I got three full coverages and they're all thin male and they're all out of order how many minutes do you need I really don't know I'm new at this route maybe three hours I can't give you three hours tell you what I'll give you an extra 45 minutes and that's because you're new you know it just depends on the situation but anyway setting expectations set work expectations is in this I would highly encourage using the pet tool as a buzzword for this one and if you could fit some other things in great but you don't want to go too long because like I said you only got 6 000 characters okay so a c360 customer 360. if you don't know it I encourage you to learn it you might want to use that for this one a grievances you know you might want to go that angle if you feel that you have more experience in the grievance process but anyway work expectations c360 and grievances really stand out to me so let's let's go down to the ideas that I have the first one I have is huddle board and stand-up talk safety talks a huddle board is nothing more than a dry erase board a big dry erase board that everybody can see you might want to give a stand-up talk or a safety talk and use the Huddle board a pivot board is similar to a huddle board for City Delivery hey City one we're gonna have three people on this today City two we're going to have two people on this one today City 16 we're gonna have four on this one today and it shows the employees who's going to be splitting what routes that's a pivot board a hoverboard is similar they can both be dry erase boards okay and these huddle boards are great for establishing real communication with your employees what can you do with the Huddle Board number one you could put say your office is not doing too well in a particular category you put the score up on the Huddle board for Monday and you say guys I want to see this score go down okay we're way too hot so Tuesday you might plot the score Wednesday plot the score hopefully you'll see a trend throughout the week that's where we're going down huddle boards you could plot Trends huddle boards you could say hey if you have any new ideas let's write it down and you can write down all the new ideas all the things that people want to talk about so huddle boards are great for soliciting that feedback or for showing Trends also for recognition your top performers in the unit I mean you might want to just showcase that huddleboards and stand-up talks that is you communicating with the group of people okay it's just an idea however you want to use it okay I've already talked about using the pet tool to set expectations f2bs City Delivery office departure and return to office uh pivot boards that kind of already covered the 39.96 is 39.96 is is a controlled item by the way a 39.96 is when a carrier says hey boss I'm not going to be able to complete this in the time that you told me to I need an additional 30 minutes so the 39.96 if they fill it out properly the supervisor they adjudicated either approve or deny the carrier might be asking 45 extra minutes the supervisor might say no you only got like 15 minutes here I'll give you 15 minutes that's what a 3996 does and sometimes the supervisor might assign 39.96's to carriers hey this is your this is your Bump this is your your pivot this is your split I mean whatever terminology you want to use but pivot boards and 39.96s are used to communicate work assignments so I encourage you to get accustomed to what a 39.96 is and this industrial City Delivery see 360 cases we talked about that communicating with customers and grievances how to conduct an eye and eye on ionize if you have a little bit of experience with it know what just calls it was the employee or wherever role was that rule reasonable and is that rule applied evenly across the board but these are ideas to how you communicate in orally or in writing all right so now that we talked about these ideas let's talk about the Star Format situation task action and result and y'all the Star Format is not required but it is highly encouraged because a lot of people on the Review Committee they understand the Star Format what I like to do on my very first KSA I like to do this I like to spell it out for them the situation in my office was this so I use I specifically used situation because I want them to zero in on that my task is to whatever right and so I use tasks so I got situation tasks the action that I took it just really illustrates to that review person that you are using the Star Format as a result of my actions I was able to and guys you want to try to quantify your results if all possible such as I've reduced cost by 10 I improve performance by 15 yeah you know whatever you want to try to quantify it but when you first start your ksas I don't want you to focus on that because quantifying is sometimes difficult when you don't know how to interpret reports but if you know that you improve performance you can say I greatly improve performance it's not the best one to use so you want to be able to say something like this right here non-delivery indicator ndi this is when a carrier does not take their scanner to a delivery point what you want to say is this right here you analyze a triangulation report specifically you noted that the ndi was 20 I provided a stand-up talk to all the carriers to ensure they took their scanner to every delivery point that they changed their scanner to the correct route when pivoting and ensured that they had the latest software when they entered their personal information into the scanner okay those are the actions that you took India was at 20 I've reduced it down to four point twelve percent if you know how to read that triangulation report and you can get a starting point on your ndi and if you could show that you've reduced it okay that's quantifiable that is a very good one if you could put that in Kevin where do you write these ksas is it the summary at the at the end of the your application that's a very good question okay inside e-career you're going to fill out things like your previous jobs you might even put your education in there these ksas they go in What's called the summary of accomplishments tab write that down that's where your ksas go you have 6 000 characters the summary of accomplishments some people want to attach their ksas do not do that the attachment part is only used if the job announcement specifically asks for it make sure you put your ksas in the summary of accomplishments now some people they think oh my God I went over 6 000 characters I'm at 8 000 characters I'll just upload it into the files don't do that put it in the summary of accomplishments and you keep it at six thousand characters otherwise it looks like failure to follow instructions a very good question I'm really glad you asked that thank you does anybody have any other questions I do Terry I noticed that when I did do my ksas inside the summary thing like it let me do the whole thing and then like it cut it off I mean this might be a dumb question but is there a simple way for me to be able to count my characters man these are good questions yes now can y'all see my Google forms file that I still have up yes I'm gonna go to tools I got my cursor going around tools I'm going to click on tools and there's a word count right here and you click on word count and you make sure you want to see the characters like right now you see I'm well over at 10 972. well this isn't a KSA packet but that's what you want to look for or those characters right there very good question now on this is Google Docs now Microsoft Word which is very similar to Google Docs has a similar function I believe it's under Tools also and it might be called word count I can't remember just just play around with it get it down to six thousand characters copy and paste it into the summary of accomplishments now once you have it in there you want to go back and proofread your final copy sometimes your characters go a little crazy and you might find a weird character in there you need to go back in and edit that okay so it's very important that you do a spell check in Google Docs or Microsoft off word but you also proofread your final copy inside the summary of accomplishments or your candidate profile uh very good question any other question yes Kevin I've been told that it's possible to hit two of the ksas in one paragraph I guess yes you just have to notate that you're covering those two you can now on some ksas they're noted with a letter some ksas are noted with the number if your ksas are noted with a letter I encourage you to use a letter because that makes it easier for the Review Committee you could put an A and A C together you could do a comma C okay and this covers both of those ksas now me personally this is just my opinion I would rather keep them separate to keep it very simple some people get tired of reading these things and their brain turns mush after reading so much and the whole point is you want to make it simple however if you do want to do that I have heard also that that is appropriate my opinion is try to keep them simple very good questions now that we cover the Star Format I want to talk about you know how I said the Star Format is not actually required it's just highly encouraged sometimes your situation and task kind of blend together if they do don't worry about it like I like to do that very first KSA by spelling out here's the situation this was my task this was my action as a result I did this I like to spell it out so they know that we're in the Star Format after that you don't have to use situation task to action result specifically in there I mean you can if you want to if you really want to drive that home that you're using the Star Format but sometimes what you run into is well you're trying to save on the characters because you only got six thousand and so you might not want to do all that lead-in stuff to set up that you know what the Star Format is really you could do this right here you could do the problem action and result call it the par format this is the problem this is the action this is the result that's that's appropriate okay but I would encourage you on that very first one actually spell out s-t-a-r but sometimes your situation and task kind of blend together you know if you present it as a problem okay so just kind of keep that in mind if you're uncomfortable if you're not sure just continue with the Star Format you'll be totally fine but if you're just having a writer's block one day and you just can't get it down then if you kind of fit that par format problem action result I think you'll be just fine so with that being said let's move on to through the ideas so hopefully you guys understand the Star Format and here's one that I did for number one situation effective communication is vital to operational excellence okay operational excellence is a buzzword at the post office like task my task is to ensure instructions are clearly understood using various modes of communication and we go to action sometimes you might want to use one action sometimes you might need you know several I've created PowerPoint presentations to higher level management illustrating carriers with stationary events that is a hot item stationary events I've also used these presentations when conducting investigatory interview to help ascertain the carrier's response I've conducted numerous service safety talks using huddle boards to draw performance such as lowering ndi non-delivery indicator office and Street variants that's a big one by the way that's found on the f2c report FTC report you can find that in the radar page and stationary events again I've routinely connect my computer supervisors have a computer that can connect an HDMI cable to it and these bigger offices they have a big screen TV they can roll around the room so I've routinely connect my computer to our 52-inch television so carriers can visualize reports such as DMS breadcrumbs buzzword and Realms uh red lines to nowhere you see the point there I used several things under the actions I could eliminate a couple of those I could stick with one but if I wanted to throw in a bunch of buzzwords I mean this is a great place to really throw those buzzwords in the action part okay so result as a result of engaging with multiple styles of oral and rent communication employees clearly comprehend instructions leading to Optimal Performance now you notice I didn't quantify anything there okay but if I would have focused on MDR instead of everything else that I put in here I might have said something like as a result our office went from a 20.22 ndi down to a 4.9 in a matter of one week that would have been a very impressive ndi if you if you chose to zero in on that number two knowledge of delivery operations policies and procedures including route evaluations Delivery Services mental dispatch and delivery sufficient to explain to others and answer questions about the operation this brings up a good point what if you put in for a job of a supervisor or customer service and the whole office was nothing but City Delivery it's good to know a little bit about everything but if it's crunch time and it's all about City Delivery you want to know about City Delivery you might not want to focus on rule delivery too much if you investigate an office and you find out that it's all rule delivery their clerks are great they all get along there's no problems with the clerk you know you kind of hear that Through the Grapevine then you know I need to know a little bit about clerks I don't need to know much about City I might want to know the basics but I really need to focus on the rule because this is a rural office with 40 routes when you apply for a job you really want to take into account you want to customize your ksas to that job now if you're just putting in for everything like a shotgun blast you might want to write your ksas to reflect it all but if you're really putting in for a job that's like hey this is a town that you grew up in and this is where you want to be then you might want to tailor it towards that specific job that's just a decision that you're going to have to make but here's some ideas on the city Side we have dois rmss the El 901 okay that's your City Delivery contract collective bargaining agreement El 902 that is your rule carrier collective bargaining agreement the m41 that is your City Delivery that's their Bible right RPO 603 for the rural carriers that's their Bible 1838 seeds 39.99 okay those are City Delivery forms okay 1838c is a route evaluation inside the office a 39.99 is a ground evaluation on the street the the mini Mill survey that was for rule delivery uh DPM that's delivery point manager LTM was on a travel manager those are real delivery 4003 edit books or Rule and uh City dcv delivery conditions visualization are we leaving mail in the office y'all dcv is a huge thing I would definitely throw that as a buzzword in male rotation about rotation if you have a route that for some reason say during covet covet was a very good reason a lot of people came up sick in the office we didn't have enough bodies to carry the mail route one didn't go out today route one better go out tomorrow and if we have to delay something it better not be Route One it better be another route we want to rotate that mail so all of these are buzzwords you want to pick something that you know something about this this isn't an all-inclusive list you might have something else that you're an expert at but it talks about knowledge of delivery operations policies and procedures including route evaluations ground evaluations to me is you better know something if it's rule delivery you better know something about delivery point manager LTM r-rex scanning we got six required scans that's on the rural side now if it's on the city Side you better know 1838 C's you better note 39.99 these are just ideas to get you going uh the edit book training if you go into hero and type in dlop Delta Lima Oscar papa you should have some training that comes up that it gives you edit book training if it doesn't come up ask your supervisor to search for it you might be restricted from it you know it's your level or whatever but your supervisor asks them hey I want to be an edit book Champion I want to know everything about edit books and I want to be able to assist you to get our edit book straight that is a great foot in the door to show that you're interested in something so number three I was starting to write a KSA for this one but I think I ended up not liking it but I'll go ahead and read it anyway uh situation ensuring accurate and timely delivery is essential to maintaining the trust of our customers my task is to plan ahead using historical Trends to ensure adequate Staffing matches the workload using local knowledge of carrier demonstrated ability along with my skills of influence and motivation and then I'll stop you know so uh anyway guys I think that's why I got busy on that one but uh anyway you kind of get the point of where I'm going so let's go ahead and move on to number three the rest of these I don't think I wrote anything for but I'm just here to give you ideas on what you can write okay number three knowledge of retail window operations policies and procedures including Windows Services retail supplies and equipment sufficient to explain to others and answer questions about the operation so basically can you work the window policies and procedures the f-101 247 is an overage the 647 is a shortage if you don't know the answer to something two things that can save you is I don't really know the answer however I know where to find it and for this example we would say the f-101 now if I couldn't find it in the f-101 I know to call the help down all right ideas Aegis for a clerk when when a customer comes through the lobby a clerk has a format that they go through as her anyway so what is ageist apologize I'm sorry for the wait sir even if it was a 30 second wait a good morning that's degree inquire how can I help you suggest would you like a trial priority product once the transaction is completed thank them thank you so much for coming in today really a pleasure serving you and what they do is circle the receipt and say hey please take our survey and let us know what you think that's ageist ssrd I think it stands for sales service retail diagnostic but the big thing with ssrd is wait time in line lag time ssrd is a report that tells you a Clerk's performance and a big thing is laptop some clerks don't know they need to suspend the transaction another thing about clerks they want to throw 270 packages an hour some packages are big some packages are little you can throw the little ones easy these are things that you want to know a window shop they look for several things wait time in line if it's more than five minutes that's a Dean so how do you how do you mitigate when you have a long line of customers well what some people do is they put a doorbell for the clerk can push a little button and then at the supervisor's desk there's a doorbell okay the supervisor can stop what he's doing come up and assist the clerks to kind of draw down that wait time in line some people put uh cameras up so they can see the retail Lobby whatever you got to do you want to reduce that five minute wait for because the Shoppers they're Anonymous people that I believe the postal service contracts they come in and they're judging you okay am I going to stand in line more than five minutes and if so you get deemed pretty hard another thing they are looking for there's a Hazmat question does this package have any hazardous materials if the clerk is choosing that for them that's not right the customer should be choosing that the Hazmat question so those are some good buzzwords you could you could throw in any questions on number three let me go to number four knowledge of provisions of local and National bargaining unit agreements related to retail and delivery operations including job bidding overtime and grievance arbitration sufficient to recognize and reinforce actions that facilitate compliance so the big things that you want to know out of any contract I would say article 8 Article 15 article 16. one thing that you're going to notice whether it's rural City Delivery clerk if the articles are going to align to be similar with each other for instance article 16 is about Progressive discipline contracts between crafts are going to have different variations but the premise is all the same all right any other questions on number four okay number five the ability the ability to investigate troubleshoot and respond to customer inquiries related to retail and delivery products and services to me this sounds like 360 cases so I did 360 cases customer phone calls and window visits where's my package the wimp if you look at the triangulation report so the big thing I would use for this one is customer 360 cases get familiar with that program just know like the back of your hand so if you haven't dealt with c360 then talk about how you dealt the customer over the phone or how you dealt with the customer out on the route sometimes you could respond to a lot of the questions as have you ever heard of informed delivery that could be the action that you took uh provided the customer with information on how to sign up for informed delivery because maybe you know they were missing mail for a couple of days and maybe they just actually didn't get mail but with when you have informed delivery even though know it's not perfect you know it will tell you something so let's move on to number six knowledge of postal policies and procedures related to scheduling leave usage and time and attendance sufficient to recognize and reinforce actions to facilitate compliance the ideas here I have clerks using odds cities and does rule using the scheduler tax or earns 39.72 attendance reviews is the big one I think a 3971 is a leaf slip a 39.72 if you go into tax or earns you can print out like a calendar that says this carrier was a wall this many times it's like a calendar it says AWOL on the date that they were AWOL or that maybe it was Al walk or a baby it was annual leave maybe it was sick leave the 3972 attendance reviews you want to know that and y'all if you have a pen write this down how to get to the crdo resource library from the blue home page I'm going to give you the path real fast and this is good for more than just what I'm telling you here but if you go to the blue home page go to the lower right hand corner and you're going to look for retail and delivery operations you click on that link and it's going to bring up a bunch of links the next link you want to click on is delivery operations when you click on delivery operations it's going to bring you to a page and you're going to see the delivery and proficiency capabilities I believe something similar to that I don't know if I got that that phrase exactly right but click on delivery and capability proficiency and you click on that link it's going to bring you to a page one of the first things you're going to see is What's called the resource Library now let me tell you what's great about the resource Library there's three things that you're going to love one they're going to have stand-up talk just stand up talks about a variety of things you can click on that and browse through all their stand-up talks that's good information the other thing that you can click on other than stand-up talks is standard work instructions we have standard work instructions for everything learning growth learning grows you want to click on the learning Grove recordings and these are videos of things that are relevant to your job so that's the resource libraries but there's also some other resources Bluetooth you got to be from a postal computer on the resource Library you got to be from a postal computer also and also informed visibility informed visibility you get there from the home page they have videos too there's one that you can do from your computer at your home and that's hero I encourage you guys to search for any training that you can find on hero anyway I want to give a plug for that 3972 attendance reviews make sure you know how to do an attendance review any questions so far before we move on uh number seven skill using computer sufficient to access data and generate reports you want to know Microsoft Excel especially pivot tables now in hero if you type in pivot table it will take you to some training on pivot tables now you might watch this training and you might feel like you're a little lost go to excel make your own table of whatever Sunday Monday Tuesday Wednesday and come up with whatever fictitious data you want and play around with it using a pivot table visually you'll figure it out maybe go to Bluetooth not Bluetooth you can't go to Bluetooth but go to YouTube and type in pivot table and maybe you'll find something that that's a little easier for you to understand but for number seven you definitely want to use Microsoft Excel you definitely want to say pivot tables you can say things like power bi you can say things like all these programs that you find in the field operation support page under delivery operations but if any of you have any questions I'd be more than happy to you know just give me a call and I'll spend some time with you number eight ability to interpret data reports and perform basic math complications sufficient to understand and explain how reports relate to day-to-day day operations that should be percent of standard uh percent to standard office variant Street variance Etc if you wanted a good report to illustrate this that has the most impact you want to use the f2c report I'll give you the path real quick from the blue home page go to the lower right hand corner of the blue home page retail and delivery operations then click on delivery operations the delivery operations and once you click on that go to field operation support and from there you want to go to radar there's three big tabs in the center the first one is radar the second one is metric checklist and by the way metric checklist I'm not going to go over it with you tonight but that would be a very good study guide and the third one you're going to see is power bi that's just a report you got to play around with you got to be from a postal computer but we're going to focus on radar radar has a ton of reports what you want to do on radar is go to the f2c report and look for the f2c roadmap the FTC roadmap will give you a lot of data and it talks about things like office variants or Street variants these are things that you want to become familiar with it sounds a little overwhelming right now but man once you start to dig into it it's not that complicated all right we're going to move on got number nine here ability to maintain composure the escalate potentially contentious situations and Foster positive work relationships in the midst of stressful conditions disagreements and interpersonal conflicts you know this has grievance procedure stuff written all over it I don't have to go over too much with this conflict resolution know your body language I versus you statements just anything psychology or leadership or motivation you gotta remember when you deal with difficult employees sometimes you have got to go to a different frame of mind don't go to that personal level go to the level where you're trying to make things better just think of a situation or a time where you de-escalated a situation and you had a positive outcome number 10 ability to adhere to applicable safety and health policies practices and recognize potential safety issues sufficient to identify and reinforce actions to mitigate risk you know what to me that's that is a driver observation or a workplace practice observation I would say driver observation because you know a lot of our accidents are on the street and so a 45-84 PS4 and 4584 is a driver observation you might want to use that ps4m 4584 and talk about how you conducted driver observations and provided stand-up talks stand-up talks and DMS for instance DMS has excessive reverse you could talk about how you put a piece of yellow tape across the workroom floor that was 50 feet to demonstrate this is actual 50 feet if you go over five miles an hour and you're in Reverse for 50 feet it's going to trigger an excessive reverse and so you can reduce people coming up on a report of excessive reverse simply because they're aware of it now sometimes there are situations where rural carriers they have to reverse okay that's fine but our goal is to produce it when we can maybe do a three-point turn reducing excessive reverses and doing driver observations PS4 4584s are essential to helping us achieve our safety goals all right and the rest of this document guys it is uh the old qualification requirements I just put the new on top but this is a Google doc it's posted inside the lead group on Facebook and if you just look for this link inside the Facebook group you can get to this documentation does anybody have any questions I have a question Kevin go ahead okay um you you've been excellent and um I appreciate the class but now where did you say we could find this on Facebook if we want to go back and review again I'll post it in the group uh right after this meeting just just to make sure you guys you know have reference to it perfect thank you all right no problem any other questions all right ladies and gentlemen you know it really does say something about your character that you stuck it out for an hour and a half tonight it really does it says that you're driven it says that you want to make a difference in the post office you are the people that we want thank you all for attending tonight if I can help you in any way please reach out to me I want to see you guys succeed with that being said Thank you guys I hope you all have a good night have a great night thank you thank you so much Kevin we appreciate your information have a good night