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PO-209: Retail Operations Handbook

1. 0 00 00 cee ee 82 12 6 Contract Postal Unit Stamp Credit Count 0 000 ee 82 12 7 Gashi Credits ory deg mds aes nea Reo ee ie e t ere i de as ud hene o 82 12 7 1 Unit Cash Reserves o ocococoocccc ehh rrr 82 12 7 2 Cash Retained POS Units Only 00000 ee lees 82 12 7 3 Contract Postal Units Cash Credit 000000 ee 83 12 8 Segmented Inventory Accountability 0 0 0 eee 83 12 8 1 Segment Definitions EEA AE eee 83 12 8 2 Responsibilities 0 00 0 eee 83 12 9 Retall Floor Stekas eons ch idee EE a e UE ERE MR OSEE 84 12 10 Other SIA Segment Counts 0 0 ee nen 84 13 Lobby and Retail Counter o ocoococoococcococco eene 85 T3 Images za ensem XR S A eG dee ERA quud asc ae Edad ids 85 13 2 Safety and Cleanliness illie nen 85 13 2 1 Personal and Environment lille nes 85 13 2 2 Food and Beverages ses rerio 2 0 cece eee tees 86 8 Handbook PO 209 Contents 13 2 3 Professional Appearance and Hygiene llis 13 3 Service in Five Minutes or Less 13 4 Lobby Sweeps 13 5 Lobby Director Program 13 6 Signage ssss 13 6 1 Mandatory Postings 13 6 2 Point of Purchase Signage 13 6 3 Planograms 13 6 4 Interior and Exterior Signage Zones oooocoooccoo 13 6 5 Handwritten and Homemade Signs 000 cee eere 13 7 Service Animals 13 8 Retail Products a
2. 00 020 eee 73 11 15 2 Accountable Paper Terms llle 73 T1s15 3 Responsibiliti s 5 ez da e aid Wee bed rele WEE ee ets 75 11 15 3 1 Postmaster or Unit Manager llis 75 11 15 3 2 Employee iie Rex Rm Lea ea er RE a ed muda 75 TUI CON TACO vestes AN fune x Rede uae ds i e 75 11 16 Ordering Stock From SDO or SSC eh 75 11 17 Receiving Stock Shipments From SDO or SSC ee 75 11 17 1 Examining and Verifying the Shipment 0 000 cece ee 75 11 17 2 Verification of Receipt of Money Order Form Sets 0 00 e eee eee 76 11 18 Returning Stock to the SDO or SSC wee 77 11 18 1 Saleable Stock cuo RR eek RR RR REPE AR 77 11 18 2 Nonsaleable Stock 0 00 ccc ee 77 12 Stamp Stock and Cash Accountability 79 12 1 Stamp Stock Assignment ssaa edece rataa e K e nnn 79 12 2 Stamp Stock Responsibility liliis 79 12 3 stamp Credits in mte ee A E a ee ee ee eio 80 12 34 Definitii zo setae ER Hehe bares Rb uox tuse te sed ee Wee Ss ete 80 12 3 2 Unit Reserve Stock 0 0000 ce ee 80 12 3 3 Total Postal Retail Unit Stamp Accountability llle 80 12 3 4 Stamp Credit Record Files liliis 81 12 4 Individual Stamp Credit Counts 0 000 en 81 12 4 1 Counting RequirementS oooocoooccrrer eel nn 81 12 4 2 Stamp Vending Credit Count 0 0 res 81 12 5 Automated Postal Center Stamp Credit Count
3. Existing box customers can pay their fees with a credit card at www usps com poboxes and make a one time payment or sign up for automatic payment service Customers can also pay with a credit or debit card at any of our Automated Postal Centers APCs Provide guidance to customers who need a PO Box the amount of mail the customer receives daily or weekly will determine what size box is ideal for the customer s needs Ask customers how frequently they plan to pick up their mail Customers who pick up their mail weekly or biweekly could need a larger box than customers who pick up their mail daily or every other day It is important that customers establish an appropriate size box initially to avoid having to change their address later Business customers that receive large volumes of mail may need Caller Service To ensure PO Box operations run smoothly and without error employees must make daily entries into WebBATS Enter or complete the customer box rental information and payment into WebBATS on a daily basis PO Box fees vary by location Post Offices with WebBATS access can view fee group information by generating a WebBATS Facility Information Report as follows a Go to the WebBATS main menu and select Reports The Reports page opens b Underthe Clients System column system category click Facility Information C View the Fee Group field in the report Fee groups are also provided in Publication 431 P
4. October 2012 The Stamps on Consignment Program is a practical convenient and low cost alternative access channel that allows customers the opportunity to purchase postage stamps at postal prices through participating grocery convenience drug and other retail stores that are located close to where customers live work and shop and are open during hours convenient to customers schedules Financial institutions such as banks and credit unions may also work through the Stamps on Consignment program to stock their ATMs Through the oversight of the Retail Access Channels Stamps on Consignment Program office the Postal Service has contracted with a single supplier to oversee customer acquisition program marketing and product distribution for this program on a nationwide basis The designated supplier enters solely into stamp consignment agreements with individual and corporate businesses under specific business conditions The local Stamps on Consignment program no longer exists Postmasters managers supervisors and retail associates who are contacted by individual and corporate businesses interested in participating in the Stamps on Consignment program should direct potential customers to the District retail manager or to www uspsstampstogo com for further information 103 15 7 Retail Operations Handbook 15 7 Stamps by Phone By calling 800 STAMP 24 800 782 6724 customers may order stamps and make purchases with
5. If no excess equipment is available follow the ordering guidelines established in Publication 247 7 11 Round Date Stamp 36 The round date stamp all purpose date stamp is used for stamping the customer copy of receipts for services such as Certified Mail service or Delivery Confirmation service This stamp is also used for Registered Mail and the daily bank deposit slips This stamp must be safeguarded at all times Do not leave it out on the counter where unauthorized individuals can handle it Make sure the round date stamp is locked at night with other accountable items If this stamp becomes lost or missing notify the Postal Inspection Service and Office of Inspector General immediately The round date stamp can be ordered through the MDC Handbook PO 209 Equipment and Supplies 7 14 7 12 Vending Machines Self service vending equipment must be kept operational for customer use at all times In the event of a malfunction place Label 6 Vending Equipment Out of Order on the equipment Self service vending equipment must be fully operational within 24 hours after the malfunction is reported For customer assistance in reporting equipment malfunctions place a local telephone number on the front of each machine In the event of vandalism theft fire or flood notify local management the local police department the local Postal Inspection Service the manager of Post Office Operations and the district marketin
6. tapes lists and receipts RA closeout procedures are detailed in the following parts of Handbook F 101 Field Accounting Procedures a eMOVES Units part 5 2 1 b IRT Units part 5 3 1 C POS Units part 5 4 1 October 2012 97 14 3 Retail Operations Handbook 14 3 Unit Closeout All PRUs regardless of size or revenue must report their financial activity on PS Form 1412 and electronically transmit to Accounting Services at the close of each business day Unit closeout procedures are detailed in the following parts of Handbook F 101 a eMOVES Units part 5 2 2 b IRT Units part 5 3 2 If an IRT disk crashes see Handbook F 101 part 5 3 3 C POS Units 5 4 2 Complete instructions for processing POS transactions and adjustments are found in the POS ONE Procedures Guide available on the POS ONE Web site 14 4 Transmission 14 4 1 14 4 2 14 4 3 14 5 Deposit All offices are required to check daily for successful transmission If not successful Accounting Services will contact the office eMOVES Offices All eMOVES offices are required to complete a PS Form 1412 to support daily transmission activity IRT Offices IRT offices must ensure that data has been transferred to the retail consolidation unit RCU disk and that the system is left powered on for transmission POS Offices POS offices must ensure that the unit is closed and that the terminals are left powered on for transmi
7. Employee proficiencies must also be measured to protect revenue To determine employee proficiency look at the following areas a Clerk accountability cash credit examinations Error corrects on PS Form 1412 Daily Financial Report Reports in the Retail Data Mart RDM Scanning errors papp Customer complaints 8 2 Mystery Shopper October 2012 The Mystery Shopper program s purpose and intent are to use it as a diagnostic tool to correct conditions detrimental to customer satisfaction and that may inhibit revenue growth Mystery shopping gives the Postal Service an objective view of Postal Service retail locations Mystery Shopper can be used as a real time snapshot of a customer interaction 41 8 2 42 Retail Operations Handbook The results are not only about the score The results are about driving behavior that will result in improved customer satisfaction and increased retail revenue The attributes measured in the Mystery Shopper program should become so commonplace to everyday performance that if the program were to end tomorrow it would not change the customer s retail experience in any way The program uses independently contracted customers who visit Post Offices and document their experiences by answering a standardized questionnaire Each customer conducts a mailing transaction to test the quality of his or her experience at a retail unit Retail associates must ask the required sales s
8. Handbook PO 209 Lobby and Retail Counter 13 13 13 122 Prisoners of War Missing in Action POW MIA Flag The Defense Authorization Act Public Law 105 85 section 1082 requires that Postal Service facilities display the POW MIA flag on 6 specified days each year as shown in Exhibit 13 12 2 Exhibit 13 12 2 Days the POW MIA Flag Is Displayed Day Date Armed Forces Day Third Saturday in May Memorial Day Last Monday in May Flag Day June 14 Independence Day July 4 National POW MIA Recognition Day Third Friday in September Veterans Day November 11 Note f any one of these days falls on a nonbusiness day Postal Service facilities are required to display the POW MIA flag on the last business day before the designated day 13 13 Collection The collection Label 55 has two parts a Label 55 A U S Mail Emblem used for outside collection boxes b Label 55 B Collection Times The policy for collection and application of customer notification labels is as follows a Any mail bearing only postage stamps as postage and weighing over 13 ounces must be presented to the employee at a postal retail service counter by the customer b Anymail bearing only postage stamps as postage and weighing over 13 ounces deposited in a collection box or lobby drop will be returned to the customer with Decal DDD 2 July 2007 edition applied c Any mail bearing only postage stamps as postage and weighing over 13 ounces that has been l
9. SUBJECT Mystery Shopper Evaluations The Mystery Shopper Program was implemented to improve the level of customer service and generate revenue by ensuring customers are aware of the numerous postal services available The Program consists of lobby evaluations and retail employee observations As stated in previous correspondence from the Chief Operations Officer dated April 30 2003 the Mystery Shopper evaluations are not to be used as a source for disciplinary action Several initiatives have arisen throughout the Postal Service that emulate the Mystery Shopper program Once again discipline should not be the focus of these programs and they should not be used as a method of intimidation The focus of these local initiatives should concentrate on encouraging positive behaviors Reviewing scores with employees and explaining why the questions are asked helps employees understand the purpose of the program and their role in improving retail operations Coaching employees based on observations provides employees a chance to gain additional knowledge that can be applied in the future when performing their duties A standardized sales skills process was implemented in FY 2000 This process includes supervisory follow up through ongoing lobby and employee observations utilizing the PS Form 4000 A for retail lobby observations and the PS Form 4000 B for retail employee observations both forms can be found in the Postal website blue page under forms
10. g Advising customers of alternate access e g contract postal units CPUs APCs Stamps by Mail and www usps com 13 4 Lobby Sweeps 86 Lobby sweeps should be conducted when lines are long due to retail associates conducting lengthy transactions A supervisor postmaster or retail associate can conduct a lobby sweep for customers who are conducting nonrevenue transactions such as picking up mail Handbook PO 209 Lobby and Retail Counter 13 6 1 13 5 Lobby Director Program The objective of the Lobby Director Program is to reduce the average waiting time by helping customers before they reach the retail service counter The program also aims to reduce the customer s perceived waiting time by demonstrating that the Postal Service provides prompt efficient and courteous service Encourage customers to use the APC when there are long lines at the window 13 6 Signage 13 61 Mandatory Postings The posters signs labels and decals that must be displayed in every Post Office are described below In the exterior entrance zone display the following items a Post Office name per current Facilities standards Hours of operation decal on main entrance door Debit credit card decal Holiday closing sign Label 120 Facility Alarm replaces Labels 117 A and 112 Alarms at the customer entrances of offices not designated as high risk oa9 y f Label 117 A Warning Armed Robbery posted on the rear emplo
11. s signature upon delivery upon request electronic delivery verification is available Restricted Delivery Permits a mailer to direct delivery only to the addressee or addressee s authorized agent Select Restricted Delivery on PS Form 3811 Return Receipt Return Receipt Provides hardcopy proof of delivery for domestic mail via green card PS Form 3811 Return Receipt electronic Provides electronic proof of delivery for domestic mail Not available when mailed from manual Post Offices Return Receipt for Merchandise Provides the sender with a mailing receipt and a return receipt Supplies actual delivery address if different from the address used by the sender Signature Confirmation Provides recipient s signature and information about the date and time an article was delivered and if delivery was attempted but not successful the date and time of the delivery attempt Special Handling Provides preferential handling to the extent practicable in dispatch and transportation Not insured against loss or damage and is mandatory for material that requires extra care in handling transportation and delivery such as bees or poultry Special Extra Service by Mail Class See Exhibit 10 3 57 10 4 Retail Operations Handbook Exhibit 10 3 Special Extra Service by Mail Class Priority First Standard Package Service a mn Mail Services Certified Mail PS Form 3800 Return Receipt PS Form
12. 0 0 cee ee Exhibit 13 12 2 Days the POW MIA Flag Is Displayed October 2012 25 44 45 58 62 63 65 65 76 77 88 95 13 14 This page intentionally left blank Retail Operations Handbook Handbook PO 209 1 Introduction 1 1 Overview of Duties and Responsibilities of Retail Personnel Handbook PO 209 Retail Operations Handbook covers the duties and responsibilities of Post Office personnel with retail responsibilities The information encompasses the following positions a Full time and part time sales and services associates SSA Window clerks Window distribution clerks Window distribution clerks Lead sales and services associates LSSA T 6 o9a290 5 Any other employee who performs duties at the retail counter For the purposes of this handbook all employees who perform duties at the retail counter are referred to as retail associates The most current descriptions for the SSA and LSSA positions are described in subchapters 1 2 and 1 3 of this handbook 1 2 Duties of a Sales and Services Associate October 2012 The duties of an SSA are as follows a Sell products and services using selling techniques to meet customer needs b Provide product information with courteous customer service C Work and deal cooperatively and positively with customers and coworkers d Identify and analyze problems to develop an appropriate course of action to resolve the
13. 50 K and L 25 The stamp stock custodian must check the Postal Bulletin to know when to withdraw specific stamps and stamped paper items from sale The schedule of returning nonsaleable stock is provided by the SDO or SSC 77 11 18 2 Retail Operations Handbook Prepare stock to be returned as follows a Ensure that the value is clearly marked on each item b Sort loose stamps by denomination and paste them on a letter size paper Note A list of off sale items is available on the Enterprise Data Distribution Web site Go to http edd pls posweb Prodltem Intro Refer to Handbook F 101 subchapter 11 6 for detailed procedures on accounting for returning stock 78 Handbook PO 209 12 Stamp Stock and Cash Accountability 12 1 Stamp Stock Assignment Stamp stock credits and cash credits are assigned as follows Employee stamp stock credits Employee cash credits Unit reserve stock Unit cash reserve Retail floor stock Rural carrier consignment Vending credits so 9 A290 gp Contract postal unit CPU credits Automated postal centers APCs j Mobile units k Philatelic credits l Stamps by Mail 12 2 Stamp Stock Responsibility The postmaster manager or supervisor is responsible for management of all stamp stock credits and cash credits assigned and must ensure the timely performance of all credit counts All employees with consigned credits are accountable for the value of their
14. Code of Federal Regulations Code of Federal Regulations Title 5 Volume 3 Revised as of January 1 2003 From the U S Government Printing Office via GPO Access CITE 5CFR2635 101 TITLE 5 ADMINISTRATIVE PERSONNEL CHAPTER XVI OFFICE OF GOVERNMENT ETHICS PART 2635 STANDARDS OF ETHICAL CONDUCT FOR EMPLOYEES OF THE EXECUTIVE BRANCH Subpart A General Provisions Sec 2635 101 Basic obligation of public service a Public service is a public trust Each employee has a responsibility to the United States Government and its citizens to place loyalty to the Constitution laws and ethical principles above private gain To ensure that every citizen can have complete confidence in the integrity of the federal government each employee shall respect and adhere to the principles of ethical conduct set forth in this section as well as the implementing standards contained in this part and in supplemental agency regulations b General principles The following general principles apply to every employee and may form the basis for the standards contained in this part Where a situation is not covered by the standards set forth in this part employees shall apply the principles set forth in this section in determining whether their conduct is proper 1 Public service is a public trust requiring employees to place loyalty to the Constitution the laws and ethical principles above private gain 2 Employees shall not hold financia
15. and Proper Identification o oooooooooooooo 7 Equipment and Supplies eeeeeeele eene 7 1 Point of Service and Integrated Retail Terminal Equipment sull 7 1 1 7 1 2 7 1 3 7 2 1 7 2 2 7 5 1 7 5 2 7 5 3 7 5 4 7 5 5 7 5 6 7 5 7 October 2012 Cleaning Ordering Supplies ees cht wor wise Palen tate a E BEC HelpD sk Support iiec te E fede eek Gok Ratt ned Bae eee ee dn a 7 2 Postage Validation Imprinter lille Cleaning Ordering Supplies sis ses arie a a E a re 7 3 Postage Meters 7 4 PC Postage Product Providers llle rn 7 5 Scales Systems and Lobbies 000 00 eee Retail Lobby Scaless vessskRERETERpS Pewee A Electronic Scales xu fL REA EMERGERE ORs A ie ae al a Mechanical Scales ucl RR a ed hme bea od e Ta Retail Counter Seales cerrara se re eum ms peu Eta tu ene Ex n ERES Integrated Retail Terminal llis eh Point of Service Repaired Scales SCdl6S a tele RI ERO UE NUT d denies 26 26 26 27 27 27 27 27 28 28 28 29 29 29 29 30 30 30 30 30 30 31 31 33 33 33 33 33 33 33 33 34 34 34 34 34 34 35 35 35 Retail Operations Handbook 6 S anning Equipment 2 iren rubet ak Figg wile A ee 35 7 6 1 Intelligent Mail Device Scanner o ooocoocccoooo eee 35 7 0 2 POS Scanners cosi ene dee ete A eR eee a ue 35 7 7 Money Order Imprinter sss resz ire
16. subsequently pass the qualifying examination This test is officially administered at the district PEDCs Postal Service employees assigned as lead sales and services associates LSSA must complete the LSSA Training Course 23501 05 The POS deployment courses cannot be used in lieu of these courses These jointly developed programs are designed to provide newly assigned SSAs and LSSAs with the knowledge and skills necessary to fulfill their duties They are also designed for retail associates in need of refresher training These programs include instructions in elements such as interpersonal skills customer relations selling techniques postal products and services and security of funds These courses also help establish and reinforce desirable work habits and a commitment to quality service in the critical early stages of new duty assignments Prior to working at the retail counter with customers handling Postal Service funds and securities and handling financial closeout duties the associate must complete the necessary training program and pass the qualifying examination All employees must be thoroughly trained in aviation mail security procedures and instructions 9 3 Point of Service Point of service POS is a system that provides retail employees the tools and information needed to provide customers with prompt accurate and consistent service POS also plays a major role in reaching U S Postal Service goals by reducing
17. the cash transactions for the first stop and then enter six transactions tendered by check and the cash transactions for the second stop The cash transactions can either be entered as individual cash transactions for that Stop or they can be consolidated and entered as one cash transaction Mobile retail van revenue should be reported through the POS segment number established for that van Follow established POS close out procedures If the host office is a non POS site follow established closeout procedures using the manual PS Form 1412 prepared by the mobile retail van clerk 19 6 Travel and Fixed Time It is important that travel and fixed time be established Establish retail mobile van fixed and travel time Follow the current standard operating procedure to determine line of travel travel time load unload times park set up locations and times etc These are collectively referred to as mobile van essential time A full inspection must be completed for each mobile van route not less than once per year plus every time a mobile van route changes 19 7 Work Hours Reporting 134 Properly report all work hours Ensure that actual LDC 45 work hours are identified with the same unit finance number as the retail mobile unit through TACS transfer of hours Total time earned for the mobile retail van is the total of transaction time plus daily Mobile Van Essential Time MVET All is to be charged to LDC 45 Handbook PO 20
18. they record activities so that if theft is suspected the tapes can be reviewed for evidence Management is responsible for overseeing maintenance and repair of CCTV systems and also for ensuring that information from the CCTV camera is monitored and tapes are being properly recorded 24 hours a day Doors Alarms and Proper Identification Securing Doors Employees must firmly adhere to the policy of locking doors Management is responsible for ensuring compliance to afford maximum protection of Postal Service employees funds and property Keep all doors and windows of the office locked In offices where the lobby remains open when no one is on duty lock all doors windows and dutch doors connecting the lobby with the working portion of the office All exterior doors and doors with access to the workroom floor must be equipped with deadbolt locks Close lobbies when no one is on duty unless the screen line extends to a permanent ceiling and police protection is adequate Alarms The Postal Inspection Service determines the need for an alarm system The inspector in charge gives the facility head detailed instructions for the alarm system These instructions are restricted information and are kept in a secure area Ensure that promotional devices do not block the view of the sensor Photo Identification and Access Badges All Postal Service employees must have a photo identification badge Display the badge at all times when
19. 101 subchapter 10 2 for more information on requirements and procedures for cashing postal money orders Money Order Security Features To determine if a money order is authentic hold the money order up to the light and look for the following security features a Ben Franklin images watermarks repeated on the left side top to bottom b Watermarks are in the paper and will appear when viewing from the front or back of the money order when held up to the light c A dark security thread running top to bottom to the right of the Ben Franklin watermark with tiny letters USPS facing backward and forward If either of these security features is not present when the money order is held up to the light the postal money order is fraudulent Also be aware of the following potential areas for fraud a Denominations are indicated on two locations and must be identical Look for alterations in one or both places b Discoloration of the denomination amounts indicates erasure fraudulent C Maximum value for domestic postal money orders is 1 000 Note RAs can call the Money Order Verification System as a tool to validate issuance of a postal money order For more information see Notice 299 Money Order Verification System The Money Order Verification System is an interactive voice response IVR system for deterring fraud The IVR system can assist PRUs and financial institutions when validating postal money order
20. 2012 18 10 1 4 18 10 1 5 18 10 1 6 18 10 1 7 18 10 1 8 18 10 1 9 18 10 1 9 g The Postal Service Guide to U S Stamps h Special philatelic products available in limited quantities i Local precancels may be made available at philatelic centers that have them on hand or have a hand stamp for precanceling purposes Philatelic centers may not acquire a precancel hand stamp solely to meet philatelic demand More information can be found in the POM Available Stamps Stationery and Philatelic Products A complete list of available stamps stationery items and philatelic products may be requested from your SDO SSC Announcement and instructions on items being withdrawn from sale are published in the Postal Bulletin quarterly Other Products Only Postal Service issued products can be sold in philatelic centers To sell other products written authorization must be granted from Retail Marketing at Headquarters and the District and Area retail managers When additional products have been authorized full product details including sales price merchandising etc should be announced in the Postal Bulletin Sales Policies Definitions All philatelic centers should have available for sale any and all newly released stamps stationery items and philatelic products The Postal Bulletin contains all updated information about the issuance and sale dates of all new stamps Commemorative Stamps Commemorative stamps ho
21. 3811 X by mail EA only Return Receipt Received Electronically Certificate of Mailing X PS Form 3817 or PS Form 3877 Certificate of Mailing for Bulk Quantities with metered or precanceled stamp postage only PS Form 3606 Collect on Delivery COD PS Form 3816 Delivery Confirmation PS Form 152 cl Cc P P Y XP Insurance PS Form 3813 or 3813 P EARTE x Registered Mail PS Form 3806 mn EE ee ee ee eee Return Receipt for Merchandise EDEN X PS Form 3804 Restricted Delivery Endorsement o X xe x x3 Signature Confirmation PS Form 153 o A pox ub re XP Special Handing Making AAA AA When Combined with an Extra Service Bulk Insurance Only COD or insured mail for more than 200 Express Mail Next Day 2nd Day Only Express Mail Insurance Only Purchased with Certified Mail COD insured mail for more than 200 or Registered Mail service Note P Parcels Only AAR WH 10 4 Recipient Services 10 41 Post Office Boxes Post Office boxes PO Boxes have substantial value both to customers and the Postal Service s bottom line For customers PO Boxes provide privacy security and convenience at an affordable price For the Postal Service they present a significant revenue opportunity When talking to customers about the value of a PO Box explain the following benefits a It s fast Mail will usually be available earlier in the day than delivery at the customer s hom
22. 800 USPS HELP 800 877 7435 To reach the IRT help desk call 800 247 6478 7 2 Postage Validation Imprinter 7 21 Cleaning Before changing the labels in the postage validation imprinter PVI clean the PVI printer head with an alcohol based cleaning pen 722 Ordering Supplies Order PVI labels directly through the MDC New PVIs and problems with existing PVIs are handled locally through the field maintenance office 3 Postage Meters No person or entity other than an authorized provider its authorized agent the Postal Service or a licensee may have a postage meter in his her its possession A meter must be immediately surrendered to the provider the October 2012 33 7 4 Retail Operations Handbook provider s agent or to the Postal Service upon termination of a lease or rental agreement Only authorized Post Offices use the Postage Meter Resetting System PMRS To use remote set meters under PMRS Post Offices and classified units must obtain the following a Written authorization from the manager of Post Office Operations who will determine if leasing of a remote set postage meter is cost effective b Funding approval by submitting an eBuy to cover the annual cost of leasing a postage meter from an authorized manufacturer The following companies are authorized meter manufacturers a Hasler Inc b Neopost C Pitney Bowes d Francotyp Postalia Inc 7 4 PC Postage Product Providers PC
23. Accounting Services All claims for international articles are adjudicated by Accounting Services regardless of the amount of the claim Customer Claims for Damaged Rifled or Missing International Articles If a damaged article is in a foreign country the customer must initiate an inquiry by calling the IIC at 800 222 1811 However if the damaged article is in the United States an inquiry is not required Customers who receive a damaged article or one that has missing contents from a foreign country except an item from Canada must take the item to any Post Office immediately for inspection Customers who receive a damaged article or one that has missing contents from Canada must contact the Canadian sender and instruct them to file a claim with Canada Post In some European countries damaged claims are payable to the sender only a waiver of rights is not allowed and Express Mail claims do not require a Handbook PO 209 Refunds Exchanges Claims and Inquiries 17 5 2 3 October 2012 17 5 2 3 PS Form 2861 Express Mail International Service Inquiry All other damaged claims are payable to the addressee unless they waive rights to payment For more information go to htto www usps com insuranceclaims inticlaims htm For detailed instructions on assisting customers who are filing an international claim for damage rifling or missing international articles refer to Handbook F 101 Field Accounting Procedures se
24. Click Find a Form Handbook PO 209 Refunds Exchanges Claims and Inquiries 17 5 2 October 2012 17 5 1 3 17 5 1 4 17 5 2 e Select A I Online PDF Forms in Numeric Order and scroll down to the PS Form 1000 pdf The information on the claim form is self explanatory With the completed claim form include all information that applies to their claim including evidence of insurance evidence of value and if applicable proof of damage or missing contents Customers may send the completed claim form and attachments to the following address which is published on PS Form 1000 USPS DOMESTIC CLAIMS PO BOX 80143 ST LOUIS MO 63180 0143 Customer Claims Submitted at a Post Office If a customer brings the completed PS Form 1000 and required documentation to the Post Office send the form and documentation immediately to the address on the claim form Appeals Process for Denied Claims For domestic insurance claims that were denied the procedure for customers is described here For a denied claim customers may appeal a decision by filing a written appeal focusing on the basis of the claim denial within 60 days of the date of the original decision to the following address DOMESTIC CLAIM APPEALS ACCOUNTING SERVICES PO BOX 80141 ST LOUIS MO 63180 0141 If the original claim was filed online the customer may file an appeal online by signing into his or her account at www usps com insuranceclaims online htm The ap
25. Postal Bulletin and other printed materials as their main source of news and information For current and updated information on the stamps and stationery program all Post Offices and philatelic centers should refer to the Postal Bulletin Philately Section on a biweekly basis Retail associates and postmasters are responsible for providing customers with current and correct information on all aspects of stamps and the stamped stationery program Also information on the stamp program can be found in The Postal Service Guide to U S Stamps which is published annually Handbook F 101 Field Accounting Procedures the Postal Operations Manual POM and the Mailing Standards of the U S Postal Service Domestic Mail Manual DMM are also good sources for obtaining additional information 18 6 Service to Customers Stamp collectors purchase a wide variety of stamps and stamp related products Since stamp collectors save the stamps stationery items and stamp products they purchase and generally never use the stamps and stamp products for mailing purposes a majority of the revenue from these sales is retained as profit To serve the unique needs and requirements of 120 Handbook PO 209 Philatelic 18 9 1 stamp collectors the Postal Service established philatelic centers See below for guidelines for operating philatelic centers 18 7 Hours of Operation Philatelic centers should be open for business during the hours which are
26. Postal Employees Guide to Safety 3 2 Retail Associates Who Work at the Retail Counter Retail associates who may be needed at the retail counter are expected to maintain high standards of appearance representing to the public the best tradition of service and efficiency while performing their official duties If employees are scheduled to work the window they must wear their uniforms Jeans shorts sleeveless tops tee shirts sweats and spandex are not appropriate attire for employees working at the retail counter the aforementioned list is not meant to be exhaustive For more information on uniforms see chapter 9 of the ELM October 2012 11 3 3 Retail Operations Handbook 3 3 Uniform Allowance If an employee qualifies but does not already receive a uniform allowance he or she should contact the district Human Resources office to request a uniform allowance If retail employees do not qualify district management may provide a uniform for employees to wear when working the window Employees who have been provided uniforms are required to wear the uniforms as directed by management 3 4 Name Tags 12 All employees are required to wear authorized Postal Service name tags Name tags must be visible to the customer Name tags of the retail associates are to be worn over the right breast so that the tag is visible to the customer Employees with ID badges must wear the badges at all times but the badges may be worn
27. Supervisors should be making independent personal observations of retail associate interaction with customers to ensure they are performing all aspects of their duties If deficiencies exist coaching and discussions relating to the employee s responsibilities are needed If these coaching sessions and discussions fail to provide the desired behavior change then discipline may be appropriate As with all employee performance observations however supervisors should ensure positive performance as well as less than satisfactory performance is recognized Recognizing good performance can motivate employees and encourage others who are not performing as well Please share this information with Labor Relations personnel and Retail Operations personnel Feel free to contact Cindy M Wheeler at 202 268 4356 if you have any questions or need additional information DIS Doug A Tulino Manager Labor Relations Policies and Programs 475 UENraNT PLAZA SW WASHINGTON DC 20260 4100 WWW USPS COM October 2012 45 8 3 Retail Operations Handbook 8 3 Enterprise Data Warehouse The Enterprise Data Warehouse EDW provides a single repository for managing the Postal Service s corporate data assets The EDW provides a common source of accurate corporate data across organizations to a wide variety of users The data can be reported upon and manipulated in a variety of ways both within and across functions for deeper analysis which can lead t
28. a Visa MasterCard or Discover credit card This toll free number is available 20 hours a day closed 1 a m to 5 a m Central Time 7 days a week There is a service charge and stamps are delivered by mail within 3 to 5 business days 15 8 Contract Postal Units Contract Postal Units CPUs and Community Post Offices CPOs offer the general public alternate access to Postal Services after normal business hours where they live work and shop These locations are typically in retail establishments under contract to the Postal Service and are staffed by the retailer s employees Most CPUs offer all the regular services available in a Post Office This includes domestic and international mail insurance delivery and signature confirmation and other extra services CPUs sell Postal Service products and services exclusively at Post Office prices Competing services such as UPS and FedEx are not allowed In addition CPUs can not have private Post Office boxes CPUs have been a historic part of the provision of postal services in the United States Publication 156 Postal Service Employees Guide to Contract Postal Units is a reference guide for the CPU Program Publication 156 is intended to assist each member of the team responsible for implementing and managing a CPU Publication 156 explains the process of opening and managing a CPU including justification package request solicitation and contract award Execution of a CPU contract
29. acceptable duties for LDC 48 In CAGs H through L offices only all nonsupervisory hours used in customer service activities are reported in LDC 47 Labor Distribution Code 45 Window Services All nonsupervisory hours of employees serving customers at windows and other activities in support of window services include the following Advance deposits Caller mail pickup at window Change orders requested by retail associates CODs acceptance and delivery including COD clearance Clerk setup open and close 292090 5 p Credit examinations Associate s cash retained and money orders stamp stock unit reserve cash retained reserve and fixed credits Information directions h Lobby director APC Host i Non revenue transactions at the window Passport application fees and transmittal form k Passport photos l Sales of all Postal Service products and services m Service safety talks to retail associates n Stamps by mail stamps by telephone O Stamp stock request and verification local PS Form 17 Stamp Requisition Stamp Return Stocking forms lobby supplies and point of purchase POP materials q Non revenue transactons at the Dutch door in operations with retail Although listed the Postal Inspection Service views Dutch door operations as a security risk Handbook PO 209 Retail Measurement October 2012 8 7 2 8 7 2 r C_B_P_M_A_N_ CBPMAN input on ACE computers Lab
30. and training material are restricted information and may not be distributed outside the Postal Service For more information contact your district homeland security coordinator 6 2 Hazardous Materials October 2012 A hazardous material HAZMAT is any article or substance designated by the U S Department of Transportation as being capable of posing an unreasonable risk to health safety or property during transportation The Postal Service accepts limited amounts of potentially hazardous materials for mailing however most HAZMAT is nonmailable The material allowed is generally other regulated material ORM D consumer commodity that is in quantities small enough to present little hazard to life health or property HAZMAT is not acceptable for air transportation if it is not prepared in compliance with the specific applicable requirements These requirements consider the degree of hazard quantity of material method of packaging required shipping papers and adequacy of labels and or markings required for carriage aboard an aircraft Particular conditions applicable to mailings of hazardous materials to foreign and APO FPO addresses are given in the Mailing Standards of the United States Postal Service International Mail Manual IMM 23 6 3 Retail Operations Handbook All employees are required to be aware of the proper acceptance handling and transportation of HAZMAT Standard operating procedures and training m
31. and lunches to coincide with slower periods To the greatest extent possible limit lunches and breaks during peak times as identified by the Retail Analysis Program RAP survey WOS survey or RDM WOS reports Give special attention to Saturdays Determine if long lines on Saturdays could be reduced by adjusting hours on Saturdays or during the week Review retail operations complement to maximize usage of flexibility with part time flexible and part time regular employees 19 5 2 Retail Operations Handbook 5 2 Adherence to Postal Service Schedules Work Managers are responsible for ensuring that employees are working their assigned schedules Management must take measures through employee orientation service talks schedule postings etc to ensure that employees are aware of their work schedules and are familiar with proper clocking procedures Employees adherence to work schedules is considered part of their duties Collection Retail associates are responsible for ensuring that all mail collected over the retail counter and all other areas is properly culled and separated to the correct collection receptacles and ready for dispatch Dispatch Retail associates are to collect lobby drops inside collection boxes and outside collection boxes according to the collection times posted Collection boxes should be checked as close as possible to but never before the posted time 5 3 Office Hours 20 Lobb
32. aviation mail security at retail establishments that already hold letters and packages and tender them on behalf of their customers to the Postal Service and improve the quality of information available to customers who use these stores Participating stores 105 15 12 106 Retail Operations Handbook must currently sell postal services and must be approved by the local district Stores must sign a license agreement that defines the use of signage and the terms and conditions of participation It is intended that a delegation of authority will be provided to district managers so they can sign the license agreements on behalf of the Postal Service Participating stores will not receive any compensation from the Postal Service for the sale of postal mailing services A retailer contacts the postal service through e mail at HQ USPSApprovedShipper usps gov to apply for this program Visit the Retail Operations Web site at http blue usps gov retail for more information Handbook PO 209 16 Postage Alternatives 16 1 PC Postage PC Postage service is a form of postage payment It may be used with Click N Ship at www usps com or on other Web sites that are not operated by the Postal Service PC Postage is also printed from vending machines in some cases Customers can print postage stamps from a computer by setting up an account with an authorized provider PC Postage software is authorized for use with all mailing services
33. been successful and no local merchants offer Postal Service products and services 19 3 Revenue Goals 132 Mobile retail vans should be optimized to generate maximum revenue Consider the cost of providing mobile retail van service when establishing goals The following metrics must be established and monitored a minimum of once per week Mobile retail van revenue actual plan and supply Expedited sales actual plan and supply Extra service sales actual plan and supply Revenue per mobile retail van route Revenue per mobile retail van site stop 9 29 5 9 Revenue per hour Except for emergency situations facility renovations and special events usage a monthly assessment of revenue generation versus cost of service must be made If the cost of providing mobile retail van service to a particular site route exceeds the amount of revenue that site route generates the site is not cost effective Mobile retail van service may only be continued at cost effective sites Handbook PO 209 Mobile Retail Vans 19 5 19 4 Mobile Retail Van Driver Training All current and future operators of the 2006 mobile Post Office are required to satisfactorily complete this training program All drivers of the mobile Post Office vehicle must have a current and valid state driver s license A driver instructor examiner DIE is required to administer this training The DIE must validate that a student driver has a current and val
34. by STAMP SERVICES 1735 N LYNN ST RM 5016 ARLINGTON VA 22209 6432 One standard or pictorial hand stamped postmarks may be used Proposed designs must be submitted to the office of Stamp Services at least 45 days in advance for approval and appropriate publicity Handbook PO 230 Pictorial Postmarks contains further information on postmark requirements and postmarking policies 127 18 10 2 3 18 10 2 3 18 10 2 4 18 10 2 5 Retail Operations Handbook Service Limitations For any single individual or group hand stamping as a free service is limited to 50 covers There is a service charge of 05 for each postmark above 50 to a maximum of 1 000 postmarks Requests for more than 1 000 postmarks must be approved by the District manager The District manager may contact the manager of Stamp Fulfillment Services in Kansas City Missouri to assist in postmarking requests of 1 000 or more covers Holding Philatelic Items Philatelic centers may hold philatelic items to comply with customers requests that they be postmarked on a specific date Philatelic centers however may not hold philatelic items for postmarking on a date that is uncertain subject to change or a day when the office will be closed exceptions may be authorized by Stamp Services In such circumstances the philatelic items should be returned un serviced in an outer envelope to the customer with a short note explaining why the requested service could not be
35. costs increasing revenue improving customer loyalty increasing operating efficiency and improving employee satisfaction POS consists of NCR and IBM hardware running NCR software 52 Handbook PO 209 Retail Training 9 5 Both systems record detailed transaction data provide employee communication provide sales and services associates with product information simplify inventory management and assure pricing regularity The following personnel must take training during deployment and take the following courses a All employees with a POS ID POS Front Office Course 41201 66 b Managers supervisors stock Back Office Closeout custodians and closeout personnel POS Back Office Closeout Course 41201 67 Prerequisite POS Front Office Course C Managers supervisors and stock Back Office Administration custodians POS Back Office Administrative Course 41201 65 Prerequisite POS Front Office and POS Back Office Closeout Courses The POS courses can be accessed through the following link https aes usps gov Bargaining employees who are scheduled to participate in deployment training must have already passed the SSA qualifying exam Employees must not be allowed to work on a POS system until they have successfully completed the above prescribed course s Employees requiring POS training during nondeployment are to receive on the job training with a certified retail coach using the core lesson plans in either the SS
36. each communication for the fullest effect The focus for each zone can change depending on the time period The different zones are as follows a Exterior Entrance Zone Promotional offers and general information for awareness of products and services b Self Service Zone How to or directional information for completing simple transactions using an APC or vending C Full Service Zone Detailed information on postal products and services Retail Counter Zone Price point product and service information Open Merchandise Zone Merchandise and packaging for immediate or future use f PO Box Lobby Zone Nonrevenue generating and public awareness signage g Employee Zone Information intended only for employees 13 65 Handwritten and Homemade Signs Except for official Postal Service and other approved governmental notices and announcements no handbills flyers pamphlets signs posters placards or other literature may be deposited on the grounds walks driveways parking and maneuvering areas exteriors of buildings and other Structures or on the floors walks stairs racks counters desks writing tables window ledges or furnishings in interior public areas on Postal Service premises To achieve a professional retail environment and comply with retail standardization guidelines no unauthorized handwritten or homemade signs may be displayed in the lobby October 2012 89 13 7 Retail Operations Handbook A
37. except periodicals To learn more about PC Postage options or to see listing of vendors go to http www usps com postagesolutions pc_post htm 16 2 Online Label Printing October 2012 Click N Ship is an easy to use online shipping service available at www usps com It provides customers a convenient way to print shipping labels from their home or office All a customer needs is a computer printer and an Internet connection Customers can now print labels with PC Postage indicia from the Postal Service Web site and use their credit card to pay for postage Labels can be printed on regular printer paper or self adhesive labels Signature Confirmation can be purchased for a fee Domestic insurance for up to 500 can be purchased for Express Mail and Priority Mail services An electronic Delivery Confirmation service is available at no charge on Priority Mail service Customers can print online shipping labels via www usps com with postage for the following domestic and international services a Priority Mail service b Express Mail service C Express Mail International service d Global Express Guaranteed service Click N Ship can also make mailing more convenient for customers Customers can drop domestic Express Mail and Priority Mail mailpieces with PC Postage service 13 ounces and over in a collection box because these customers have registered online and have paid for postage with a credit card Customers can als
38. financial reports for management use The functional operations number code is a 4 digit number used for the same purposes as the LDC Clock Rings Employees are required to input correct operational transaction codes Management is responsible for reviewing the Time and Attendance Control System Report and the Clock Ring Error Report and processing any necessary corrections Management is responsible for the accuracy of the 15 4 4 3 4 4 3 Retail Operations Handbook entries on time cards must provide appropriate documents supporting time card entries to the timekeeper and must ensure that the timekeeper complies with the procedures in Handbook F 21 Timecards All bargaining unit and casual employees are required to use time clocks if available to record clock rings on their time cards If time clocks are not available employees must write in their clock rings each day in blue or black ink in the clock ring spaces on the back of the time card In certain situations such as travel or assignment away from the time card location the employee s supervisor may write in the daily clock rings for the employee In such cases the employee must submit a completed PS Form 1234 Utility Card and the data must be verified to ensure compatibility with the previously submitted PS Form 1230 and or PS Form1230 C Time Card PS Form 1234 must be filed with the original Disallowing Time In those cases where a full time regular e
39. gov corptreasury Click on Bank Secrecy Act Under BSA Compliance click on Sample Log The direct URL for the log is http blue usps gov corptreasury bsa htm 11 14 Cashing Domestic and International Money Orders 11 141 All Postal Money Orders PRU employees must cash domestic and international money orders in accordance with the following procedures as well as in accordance with any additional specific instructions from the postmaster or district a Verify that the money order is not on the Missing Lost or Stolen list in the current Postal Bulletin b Cash the money order only in the exact amount imprinted at time of issue up to the authorized maximum amount Use of a title e g Mr and Ms is not required when endorsing a money order A money order made payable to more than one person will be cashed for either person if the conjunction or is used If no conjunction is used all persons named on the face of the item must sign and provide ID as required c Verify that the money order is authentic see Notice 299 Security Features of U S Postal Service Money Orders Check money order security features for signs of alteration counterfeit or fraud before cashing If necessary call the Money Order Verification System 866 459 7822 as an additional tool to validate issuance of a postal money order October 2012 71 11 14 2 72 11 14 2 11 14 3 Retail Operations Handbook Refer to Handbook F
40. llle 35 7 8 Tranz 380 Credit and Debit llileellseeellleeee eee 36 7 9 Cast Drawers ze Xd RAE ee ele NS RE EE ae ee als 36 LAVO SOS SE lend eaaa DAS A RIRS SD A e AA e ES 36 7 11 Round Date Stampi ierni ae aa ia eee 36 7 12 Vending Machines ercsi sve pr e Pee ERE EE We Meee see ees 37 713 Copy Machines r ita babe ee a i ea EAs iri X ira 37 7 14 Building Alarm System 0 00 teeta 37 7 15 Electronic Article Surveillance 000 000 ee 38 7 16 Automated Postal Center 2 2 0 2 aaau nanana 38 7 16 1 Servicing the Automated Postal Center 0 0 0 ee 38 7 16 2 Ordering Supplies 0 0 eee 39 7 16 2 1 Automated Postal Center Consumables 0 0002 cece eee eee 39 1 16 2 2 Cleaning Supplies pei dara ELA da 39 7 16 3 Help Desk Support occoococooc el nhe 39 Retail Measurement 2 nn e lawn aa rna ee 41 8 1 Supervision of Performance 000 ce eere 41 8 144 Productivity iussu mem ba en oe eae e REIR EX UR B aed mcs 41 8 1 2 Measurement of Proficiencies 22e 41 8 2 Mystery HOPPER CS Er RR ene kan ete Ha esd E RUE ec RR ad 41 8 3 Enterprise Data Warehouse 000 ce ehh 46 8 4 Retail Data Mart 0 002 hh hn 46 8 5 Window Operations Survey 0 0 hr 47 8 6 Retail Analysis Profile csse ke Re ru shee se Eee ogee ee ee Rs 47 Bf lt FUNCHON du uon Lx eter ied t ext meis e in S o DR deb te e dte us dh d 48
41. most convenient for their customers The hours of operation for the philatelic center should be posted for public information 18 8 Community Role Retail associates should familiarize themselves with the stamp collectors and the stamp clubs within their communities Whenever possible dates and locations of stamp club meetings should be posted and members should be encouraged to display selected collections in Post Offices in accordance with space and security requirements 18 9 Requirements for Philatelic Centers 18 9 1 Establishment Criteria To increase the effectiveness of the philatelic center network proposed centers must meet one of the following two standards a Be located in a city having at least 50 000 residents b Bethe single designated philatelic center within a district which does not have a city with a population of at least 50 000 Cities with populations greater than 100 000 may be considered for more than one center The number of centers approved for such cities will depend on total population and revenue potential Exceptions Because some sparsely populated areas have large and active philatelic communities exceptions to these criteria may be warranted Requests should be submitted to the district retail manager with a written statement justifying the need Such a statement describing feasibility and revenue potential of proposed site must be approved by the area retail manager who is responsible for
42. must be posted in the retail lobby as notification for customers and in the box distribution area as notification for employees working the mail If a unit consistently fails to meet the scheduled PO Box up time then analysis should be done to review possible actions to assist the unit in meeting the schedule If corrective action is neither effective nor possible given local conditions then consider changing the scheduled PO Box up time A change to the PO Box up time should be implemented at the beginning of the fiscal quarter Provide customer notification 30 days in advance of any change in the up time schedule 21 22 This page intentionally left blank Retail Operations Handbook Handbook PO 209 6 Security and Safety 6 1 Aviation Mail Security Anonymous Mail Management must ensure that all employees are trained in and comply with all current Postal Service Aviation Mail Security Anonymous Mail standard operating procedures SOP which can be found at http blue usps gov nationalpreparedness avsec htm Every facility is required to have an Anonymous Mail Unit where a hard copy of the current SOP is available for employee use The SOP contains duty specific procedures for identifying and handling anonymous mail Compliance with the Anonymous Mail Program is mandatory and management must perform required spot checks of their facility to ensure continued program compliance Anonymous Mail Program instructions
43. observations Congratulate the retail associate for a job well done if he she achieves 100 percent or meets local sales skills goal Local recognition programs are encouraged C If goals are not met coach the employee on ways to improve knowledge and performance d Ensure that the associates follow the hazardous mail acceptance procedures e File and retain the observation at the unit for 2 years 10 3 Value Added Sales 56 Special services are enhancements that for a fee in addition to postage provide greater security and accountability for mail convenience to the sender or improved handling Not all special services are available for all classes of mail and only certain services may be combined for the same mailpiece Bundled services should be promoted to simplify customer transactions Examples of value added sales services are the following a Certificate of Mailing Provides evidence of mailing b Certified Mail Provides a mailing receipt and recipient s signature at time of delivery C Collect on Delivery COD Used to collect the cost of merchandise postage and handling charges when an article is delivered to the recipient Insurance is included in the fee for COD service d Delivery Confirmation An economical service that provides information about the date and time an article parcel was delivered or delivery attempt was made e Domestic Insurance 200 and under Provides inde
44. payable to the U S Department of State Note Customers may order stamps and make purchases with American Express Discover MasterCard and Visa credit cards by calling 800 STAMP 24 800 782 6724 or when visiting www usps com PIN based Debit Cards RAs may accept the following PIN based debit cards for payment for all postal products and services Armed Forces Financial Network NYCE Interlink Pulse PAY Cash Union 24 Maestro Quest o 7 9200759 P Handbook PO 209 Financial Accountabilities 11 12 Checks 11 12 2 h Alaska Option i ATH j Jeanie k STAR SYSTEMS l ACCEL m Shazam n Electronic Benefit Transfer EBT cards Any changes to the list of accepted PIN based debit cards are announced in the Postal Bulletin If the customer presents a debit card that is not authorized the terminal will not approve the transaction Refer to Handbook F 101 subchapter 9 2 for credit debit card acceptance procedures October 2012 11 12 1 11 12 2 Check Acceptance Employees may accept personal checks bank checks government agency checks business checks traveler s checks and American Express AMEX gift checks for customer transactions when presented with a valid photo bearing ID as follows a Checks are accepted for all postal products except money order and Sure Money transactions Note U S Treasury checks traveler s checks and AMEX gift checks are acceptable for the
45. per month For CAGs H through L deposit funds at least once per month See Handbook PO 102 Self Service Vending Operational and Marketing Program for SSPC technician or vending clerk financial procedures 11 6 Postage Products 11 6 1 Overview Postage products include a variety of postage stamps such as semipostal stamps commercial precanceled stamps migratory bird stamps philatelic stamps and regular postage stamps These products are sold at PRUs contract postal units CPUs stamp vending machines and APCs Handbook PO 209 Financial Accountabilities 11 7 1 Postage products are accountable items that must be protected at all times by providing adequate physical security 11 52 Revenue Account Identifier Codes RAs must record the sale of postage products in the corresponding revenue account identifier code AIC as indicated in the Exhibit 11 6 2 Exhibit 11 6 2 Product Revenue Account Identifier Codes Revenue AICs Master Title Controls 007 Forever Stamp Sales Window Services at POS IRT Postage stamps are accountable items and eMOVES which must be controlled as follows 090 Postage Stock Sales 091 Bird Stamp Sales 092 Philatelic Product Sales 094 Stamp By Mail Internet and Phone 096 Vending Equipment Postage Sales 11 7 Packaging Products Packaging products include a variety of retail items such as ReadyPost mailing products and other retail products sold at PRUs 11 71 Revenue Acc
46. postal cards money order imprinters and nonsaleable stamp stock 4 Postal related merchandise packaging products and official licensed retail products October 2012 Registered Collect on Delivery and Accountables Retail associates are responsible for the following duties a Following accountability and security procedures and keeping accurate records b Keeping registered articles locked in a drawer or cabinet if there is not a separate registry cage until the Registered Mail articles are ready to be dispatched C Giving Collect On Delivery COD mail every reasonable safeguard Preventing access to the mail by unauthorized persons keeping such mail in locked cabinets if available d Keeping all accountable mail behind the retail counter and away from the public Mail Sealed Against Inspection Mail sealed against inspection includes First Class Mail items Priority Mail items Express Mail items domestic and international mailgram messages and the international letter mail forming part of the letter class of Postal Union Mail 25 6 6 3 Retail Operations Handbook No person may open mail sealed against inspection or search inspect read or disclose information obtained from the mail or its contents or surrender all or any part of such mail whether or not such mail is believed to contain criminal or other nonmailable matter Acceptance and Delivery of Mail Do not accept and stack mail to be
47. review and evaluation The inspector in charge will give the facility head detailed instructions for the alarm system Keep the instructions in a secure area If there are any problems with alarm systems immediately alert the inspector in charge October 2012 37 Retail Operations Handbook The contractor provides and installs the burglar alarm system with direction from the Postal Inspection Service which provides the panel for the system and programs it after installation Make sure promotional devices do not block the view of the sensor 7 15 Electronic Article Surveillance The Postal Inspection Service evaluates the needs for any security related equipment Do not purchase alarms or security systems without Postal Inspection Service evaluation Proposals should be submitted to the Postal Inspection Service with a detailed justification for review and evaluation An electronic article surveillance system is required in facilities with an open merchandise retail operation or when 30 000 worth of merchandise is displayed in a limited open merchandise situation The panels should be placed so that the full self service lobby and Postal Store are separated from the self service vending area letter drops and Post Office box section 7 16 Automated Postal Center 7 16 1 Servicing the Automated Postal Center The Machine Service Manual MSM available at http eagnmnsxfbO apc index asp provides serving and trouble shoot
48. situation e Use technology based business equipment and basic mathematical computations to process customer transactions and produce accurate reports f Follow procedural directions or instructions either with or without direct supervision in a safe and timely manner 1 3 Retail Operations Handbook 1 3 Duties of a Lead Sales and Services Associate The duties of the LSSA are as follows a Sell products and services using selling techniques to meet customer needs b Provide product information with courteous customer service Work and deal cooperatively and positively with customers and coworkers C Identify and analyze problems to develop an appropriate course of action to resolve the situation d Use technology based business equipment and basic mathematical computations to process customer transactions and produce accurate reports e Follow procedural directions or instructions either with or without direct supervision in a safe and timely manner f Provide technical direction to one or more associates assigned to sales activities and review their work for accuracy g Open run and close a retail Postal Service outlet while planning and organizing the work of a small group of employees to achieve unit goals 1 4 Basic Retail Responsibilities Uniforms Retail employees must maintain a neat clean and generally creditable appearance Name Tags All employees are required to wear name tags Name
49. tapes and receipts to identify the retail associate or the shopper in an attempt to discredit the shopper evaluation The shops are conducted at offices that generate 500 000 or more in annual walk in revenue or are in the top 20 percent of the highest revenue producing offices within a district Using these criteria the Postal Service shops at close to 8 800 retail units 8 times a year for a total fiscal year count of about 70 000 shops Although all retail units do not participate in the Mystery Shopper program all need to understand and follow the guidelines For information about Mystery Shop results contact the local coordinator for a logon ID and visit www usps mysteryshop com or the Retail Data Mart Mystery Shopper Folder See two examples of Mystery Shopper letters in 43 8 2 Retail Operations Handbook Exhibit 8 2 Two Sample Mystery Shop Letters VICE PRESIDENTS AREA OPERATIONS MANAGER CAPITAL METRO OPERATIONS SUBJECT Mystery Shopper Evaluations This is a reminder concerning the proper use of the Mystery Shopper evaluations The program s purpose and intent is to be used as a diagnostic tool to correct conditions that are detrimental to customer satisfaction and may inhibit revenue growth Mystery shopping gives the Postal Service an objective view of our retail locations a real time snapshot of a customer interaction As you may already know the Mystery Shopper transaction involves the shopper mailing an ite
50. that all safes and vaults are locked Verify that all doors and windows are closed and locked Ensure that all appliances have been turned off in the break rooms posco Turn off required lights Set alarm j Exit building k Secure parking lot if necessary Handbook PO 209 1 5 Alternative Access Channels 15 1 Vending The self service vending program provides alternative service to existing facilities and extends most postal services for the convenience of the public The major benefits for Postal Service customers include the availability of postal services outside of regular window hours reduction of congestion at Post Office windows and the capability of completing postal transactions without assistance The major ways to support the use of vending equipment include the following a Educate customers and employees b Locally advertise the use of the self service equipment C Place equipment in non Postal Service locations d Maintain sales threshold through the use of the equipment 15 2 Automated Postal Centers October 2012 Automated Postal Centers APCs are self service mailing kiosks designed to process 80 percent of the transactions normally handled by a retail employee at the window APCs handle noncash transactions accepting major credit and debit cards The APC performs the following services a Dispense First Class Mail Priority Mail Parcel Post Express Mail and APC postage in any deno
51. the reports containing specific indicators 8 5 Window Operations Survey The Postal Service is continually evaluating its network of postal retail facilities to meet current and future customer needs The Function 4 Window Operations Survey WOS is an extensive review of POS ONE and IRT offices and an integral step in right sizing the retail counter operation Conducted onsite by knowledgeable retail personnel the WOS is a data driven tool used to determine an office s retail workload The WOS results package contains staffing and procedure recommendations that once implemented lead to increases in retail productivity revenue and customer satisfaction A WOS study is performed in conjunction with every Function 4 review and as a standalone activity for additional purposes as stated in the National Standardized Function 4 Review Guidelines Workload is determined by the number and types of transactions conducted at the retail counter The POS ONE system transmits data that details the number and type of transactions conducted by retail associates to the RDM Reports in RDM WOS are critical for completing the WOS 8 6 Retail Analysis Profile The retail analysis profile RAP like WOS is a tool for determining the optimal staffing of MOVES retail units RAP is an operations research and marketing tool that helps local managers make better decisions about staffing of postal retail outlets to meet customer needs A district
52. 109 17 1 2 Signature Confirmation and Delivery Confirmation 000 ee eee ee 109 17 2 Postage and Fee s Refunds 0000 ee 109 17 2 1 Unused Dated Postage Meter Indicia llle 109 17 2 2 Metered Postage Items Ineligible for Refund 0 000 eee eee eee 110 17 2 3 Unused Dated PC Postage Indicia lille 110 17 2 4 Click N Ship PC Postage o ocooocccoccc teens 110 17 3 Exchanges 2 2 sme a eS Gn bd eae a ee eae eae ee u 110 17 321 Stamp Exchanges ssec rara parao ke hey RR PR xi EUER 110 17 3 1 1 Postal Service Fault 0 002 ccc ee 110 17 3 1 2 Damaged in Customer s Possession llle 110 17 3 2 Exchange of Spoiled and Unused Postal Matter 0 000 e eee eae 111 17 3 3 Stamps Converted to Other Postage Forms 0 cee eee eee eens 111 17 3 4 Items Not Exchangeable 00 0 cee eee 111 17 4 Vending ReimbursementS oooooooocc e nn 111 17 5 Inquiries and Claims 0 000 ee 112 1725 1 Domestic Glais hands 112 17 5 1 1 Customer Claims Filed Online nasua 00 ee 112 10 Handbook PO 209 Contents 17 5 1 2 Customer Claims Filed by Mail 0 0 0 0 c eee eee 112 17 5 1 3 Customer Claims Submitted at a Post OffiC ooooooocoocooooo 113 17 5 1 4 Appeals Process for Denied ClalMS 0 oooocccccoooooooco 113 1725 2 International ClaimMS sien 3 32 eer ae ae ge eee RENE ee eae 113 17 5 2 1 International Inquiri
53. 13 2 2 13 2 2 13 2 3 Retail Operations Handbook b Postal Service commercial advertising policy requires that all advertising on Postal Service property be reviewed and approved in advance Exceptions are Postal Service approved audio and signage test sites Food and Beverages Food and drinks do not belong at below or behind the retail counter Professional Appearance and Hygiene Postal Service employees are responsible for being properly dressed for their duty They are expected to maintain high standards of professional appearance representing to the public the best tradition of service and efficiency while performing their official duties 13 3 Service in Five Minutes or Less It is not economical to provide instantaneous service to each customer entering the lobby Instead our goal is to provide a level of service that produces a waiting time of less than 5 minutes This goal is achieved by the following a Providing proper training and staff scheduling b Using the Lobby Director Program C Using an automated postal center APC host in offices with an APC d Encouraging proper placement and maintenance of self service vending equipment e Using equipment e g integrated retail terminal IRT and point of service POS ONE to expedite transactions f Using the Retail Data Mart RDM window operation survey WOS earned actual staffing graph and retail analysis profile RAP to identify proper staffing
54. 18 10 1 7 Commemorative Stamps o o occcococcco eee 125 18 10 1 8 Plate Blocks oocoooocccccono hr 125 18 10 1 9 Floating Plate Blocks 0 eee Ih 125 18 10 1 10 Plate Blocks and Marginal Markings 0 00 cece eee eee 126 18 10 1 11Coiled Stamps 2 0 0 0 000 eee 126 18 10 1 12Precanceled StampS 000 00 annaa 126 18 10 1 13Precanceled Stamped EnvelopesS ooooccccocccco 127 18 10 2 SetviCeS i sli asm LE ee Do A eek AREE dea Rx Rete ed ie Lech ee 127 18 10 2 1 New Issue Reservation Service 0 000 cee eee 127 18 10 2 2 Philatelic Postmark Services 0 000 cece eee 127 18 10 2 3 Service Limitations 0 000 bce eee 128 18 10 2 4 Holding Philatelic Items 0 0 0 cee eee 128 18 10 2 5 Multiple Postmarks 2 2 20 0000 cece eee 128 18 11 Required Merchandising DisplayS 20 0 eee 128 18 12 Operational and Financial Procedures 0 0 eee 128 1821221 Accountability 3 2 D Eme A SE e ele See etm wh eR 128 18 12 2 Retail Associate Accountability 0 0 00 ce ee 129 18 13 Distribution of Philatelic Stamp Stock lille 129 18 13 1 Position Stamp Stock 000 cc rns 129 18 13 2 Philatelie Products xou pu ose iat pe t E RRUpEb SIRVE ERE AE 129 18 13 3 Requisitioning Philatelic Stamp Stock 0 0 0 0 eee ee 129 18 13 4 Redistribution of Philatelic Stamp Stock 0 000000 129 18 13 5 Withdrawal of Philat
55. 2 of the Postal Operations Manual 13 11 3 Migratory Bird Hunting and Conservation Stamps Federal law requires persons ages 16 and older who hunt migratory birds e g ducks and geese to obtain Migratory Bird Hunting and Conservation stamps commonly known as duck stamps These stamps may not be used for postage October 2012 93 13 11 4 13 11 4 13 12 Flags 94 Retail Operations Handbook Post Offices act as agents of the U S Fish and Wildlife Service by selling these stamps Migratory Bird stamps are nonredeemable and all sales are final More information on Migratory Bird Hunting and Conservation stamps can be found in the Administrative Support Manual and Handbook F 101 Field Accounting Procedures part 11 6 7 Burial Flags Postmasters in CAG A J offices and in CAG K offices at county seats must cooperate with the Department of Veterans Affairs VA when requested to act as depositories for burial flags On the death of a veteran and in compliance with rules and regulations issued by the VA a depository must issue a flag to drape the casket The VA supplies burial flags application forms and the rules and regulations governing flag issue Postmasters must address all correspondence about the supply and issuance of the flags to the VA regional offices that use their office as a depository Regulations governing burial flags can be found in ASM 474 13 12 1 American Flag The flag of the United State
56. 8 7 1 Labor Distribution Code 45 Window Services 00 00 0c eee eee 48 8 7 2 Labor Distribution Code 48 Administrative and Miscellaneous Duties 49 8 8 Retail Optimization Access Management oooocooccco eee 50 Retail Training oir tees a ERA en eee AAA RE EE 51 9 1 Retail Training Overview lisse eee 51 9 2 Gourse Materials s eise ress nroa o Yast sens ae ee ett ree an ME QE Ra 52 93 uPoint ofi Services n ca de EE Rem em e RD Rl een RR dyed dows 52 9 4 Other Retail Systems Training llle 53 9 5 JRetail Web Site tha cue spp utes o rated asina vedas pedet Or Eid uarie mate s 53 Handbook PO 209 Contents 10 Product Offerings Sales Skills 0 0 cece ees 10 1 Standard Retail Transaction 10 2 PS Forms 4000 A and 4000 B 10 2 1 PS Form 4000 A Retail Lobby Ob 10 2 2 PS Form 4000 B Retail Employee 10 3 Value Added Sales 10 4 Recipient Services 10 4 1 Post Office Boxes 10 4 2 Premium Forwarding Service 11 Financial Accountabilities ee 11 1 Field Managers 11 2 S6CUriby dureh rd a DA 11 2 1 Employee Responsibility 11 2 2 Priority Levels 11 23 Equipment 11 3 PS Form 1412 Daily Financial Report 11 4 Automated Postal Center Kiosks 11 4 1 Overview 11 4 2 Machine Service Manual 11 4 3 Report
57. 9 Mobile Retail Vans 19 8 19 8 Total Operating Costs October 2012 In fiscal year 2007 the average cost of ownership of a mobile retail unit was 5 531 per vehicle That includes fuel oil maintenance and overhead primarily vehicle depreciation The fleet average annual miles traveled per mobile retail unit was 1 300 miles and the average annual hours used was 537 51 This equates to an average cost per mile of 4 25 and an average cost per hour of 10 29 In addition to vehicle costs the fully loaded hourly rate for retail associates must be factored into the total cost of operating a retail mobile unit Based on these costs it is important to ensure that retail mobile units are used to their maximum potential to optimize revenue growth and improve customer service Managers should look at exhausting other less expensive forms of alternate access to meet customer demand before using a mobile retail unit 135 Retail Operations Handbook This page intentionally left blank 136 Handbook PO 209
58. 99 99 Retail Operations Handbook 14 8 Storage of Flad esez kx pee np ede megng ERG ee ee os A Ree d RES ifm 100 14 9 Dispatch f Mall ii rd mesi ere RENE bibs aide es Ae ens RR Ra 100 14 10 Scanner 5 du eme iuh Ease ehe Dind Pueden EE ENSE eis 100 14 11 Secure Building Alarm and Lights 0 00 cee ee 100 15 Alternative Access Channels eelseeeeeee eere 101 15 1 Meridinge s orem nex tha eet we A 101 15 2 Automated Postal Centers 00 0 eee 101 15 3 Automated Teller Machines llle eh 102 15 4 Stamps by Mail eni oa eae A Gee ee bd de SR od ed Set a 102 15 5 Stamps by Rural and Highway Contract Route Carrier 0 000 e eee eee 103 15 6 Stamps on Consignment esar ee eee 103 15 7 Stamps by Phones eee HE eU ees pa Glad Ao ae Rer bee ree es 104 15 8 Contract Postal Units nsere ordi era ka daa teens 104 15 9 Mobile Retail Units liliis ee 104 15 10 Postal Service Web Site 20 00 02 ee 105 15 111Post OMICe Expressive vei ett aa xa ea eld et comets pua ls 105 15 12 Approved Shippers a cee eee 105 16 Postage Alternatives 0002 e eee eee 107 16 1 PEPSI clie Dadi ie Gk Be ISI EVEN 107 16 2 Online Label Printing s isei rete llle RII AI 107 17 Refunds Exchanges Claims and Inquiries 109 17 1 Service Failure Refunds 0 eee nn 109 17 121 Express Mail Refunds 2 n veld SG a AE A
59. A or LSSA course 9 4 Other Retail Systems Training IRT eMOVES and IMD handheld scanners training is available For further information contact your district coordinator 9 5 Retail Web Site October 2012 The Retail Web site provides a corporate overview functional guidance long range strategic plans and a strategic vision for the field The Web site has been developed to provide tools support guidelines and policies and to keep the field equipped with current retail information The Retail Web site at http blue usps gov retail includes but is not limited to the following items Telephone numbers Performance reports Information on national programs Service talks and Retail Digest articles Standard operating procedures Access to Function 4 and Window Operations Survey training Oo p 00 5 p Current policy information 53 54 This page intentionally left blank Retail Operations Handbook Handbook PO 209 10 Product Offerings Sales Skills 10 1 Standard Retail Transaction Retail associates must use the components of GIST Greet Inquire Suggest Thank to help customers make educated decisions They should greet customers and ask about their mailing needs and the mailability of the contents hazardous materials HAZMAT offer and explain Postal Service premium services and or explain the product requested offer and explain any special services and additional prod
60. CT MARKETING ASSOCIATION PO BOX 9008 FARMINGDALE NY 11735 9008 17 10 Mail Recovery Centers October 2012 Mail recovery centers MRCs are now located in Atlanta Georgia and St Paul Minnesota MRCs are responsible for the final disposition of undeliverable First Class Mail items packages and accountable mail items and for protecting the privacy of the mail 117 17 10 1 118 17 10 1 17 10 2 17 10 3 Retail Operations Handbook For more information on MRCs visit Consumer Affairs Operations at http blue usps gov caweb html fr ops htm First Class Mail Send all First Class Mail items except postcards and postal cards single piece rate Standard Mail items and Package Services mail that cannot be forwarded or returned to an MRC for disposition Send dead letters daily and dead parcels weekly Express Mail Send Express Mail articles that cannot be forwarded or returned during the specified holding period to the area MRC in an Express Mail pouch Postcards and Postal Cards Dispose of postcards and postal cards without a return address if the Post Office can shred or destroy them completely If not forward them to the area MRC Handbook PO 209 18 Philatelic 18 1 General Information Employees should familiarize themselves with the national announcements governing the release sale and discontinuance of postage stamps and postal stationery Commemorative stamps and postal stationery s
61. DD 1 13 ounce Rule or DDD 3 are applied to lobby drops and are maintained in a legible fashion Managers must be advised immediately if decals are missing damaged or illegible Collection Boxes Collection boxes are located in lobbies and outside the facility If instructed or assigned retail associates are responsible for collecting mail from collection boxes in accordance with times posted Make collections as near as possible to the posted pickup time but never before posted times Managers and retail associates must verify customer notification decals Decal DDD 1 are applied to collection boxes and are maintained in a legible fashion Managers must immediately have decals replaced that are missing damaged or illegible 4 6 Proper Reporting of Funds and Receipts Each retail associate in a POS or an integrated retail transaction IRT office is responsible for entering transactions and information as they occur and for providing every customer with a system generated receipt every time a transaction is performed Use PS Form 1096 Receipt only in cases where the retail equipment is temporarily nonfunctional Retail associates must remit all funds received for the sale of stamps and other Postal Service products and services by using PS Form1412 Daily Financial Report supported by required documentation on a daily basis Every postal retail unit PRU must transmit a PS Form 1412 at the close of business on the same business da
62. Ds UNITED STATES POSTAL SERVICE Retail Operations Handbook Handbook PO 209 October 2012 Transmittal Letter A Introduction One of the key strategies of Vision 2073 is to use cost management new technology and workforce planning to improve operational efficiency Proper day to day management training and sales skills are key in maintaining costs and improving operational efficiency Handbook PO 209 serves as a tool for providing Postal Service employees information about retail operations B Explanation This handbook provides direction and guidance for postmasters managers and supervisors with retail responsibility The handbook is the cornerstone to understanding the policies and procedures for day to day retail management C Availability This handbook is available online via the Postal Service PolicyNet Web site m Go to http blue usps gov m In the left hand column under Essential Links click PolicyNet m On the PolicyNet page click HBKs The direct URL for the Postal Service PolicyNet Web site is http blue usps gov cpim D Rescissions Any previous applicable directive that is in conflict with this handbook is rescinded E Comments Submit questions and comments about the content of this directive in writing to RETAIL OPERATIONS US POSTAL SERVICE 475 L ENFANT PLZ SW RM 5621 WASHINGTON DC 20260 5621 Effective Date This handbook is effective October 1 2011 p Dean Granholm Del
63. ERVICES PO BOX 7247 PHILADELPHIA PA 19107 7097 Customers may also call 800 STAMP24 to order position stock Philatelic stamp stock features matched plate numbers in each of the appropriate positions of the sheet whenever possible 18 10 1 3 Required Inventory Philatelic centers are required to carry the line of stamps postal stationery items and philatelic products that are available from their SDO SSC These items are listed in the USA Philatelic Catalog along with other products that are only available for sale through the catalog Philatelic centers do not sell all items listed in the philatelic catalog e 9 American commemorative panels American commemorative collection American commemorative cancellations and collector binders All philatelic centers must have these current stamps and stationery items available for sale all items not officially called off sale in the Postal Bulletin a Stamps in sheet coil and booklet formats e g commemoratives definitives and precancels in all denominations varieties and formats in which they are produced b Position stamp stock Souvenir sheets d Stationery items stamped cards embossed stamped envelopes in all sizes with and without windows in all denominations sizes and formats e Migratory bird hunting and conservation stamps three most recent issues f Commemorative Year Book three most recent issues 124 Handbook PO 209 Philatelic October
64. Ensure that equipment purchases are consistent with the criteria documented in Handbook AS 701 Material Management Priority Levels Field unit managers must ensure that employees provide the appropriate level of security for accountable items Priority one items require the highest level of security while priority four items require the lowest level Exhibit 11 2 2 lists accountable items by their priority level Exhibit 11 2 2 Accountable Items by Priority Priority Accountable Item 1 Postal funds e g cash checks and money orders credit and debit card receipts and blank money order forms 2 Postage stamps international reply coupons migratory bird hunting and conservation stamps e g bird stamps and philatelic products 3 Stamped envelopes stamped postal cards money order imprinters and nonsaleable stamp stock 4 Stamped envelopes stamped postal cards money order imprinters and nonsaleable stamp stock Equipment The following types of equipment must be used to secure accountable items in order of priority use a Burglar resistant chests in fireproof safes or security containers located in walk in vaults Postal Service standard vaults or security containers Security chests or burglar resistant chest portion of fireproof safes Fireproof safes or vaults not built to Postal Service standards oao5 Lockable metal cabinets and file drawers Note The equipment used to secure accountable items wil
65. IBM technical support when a higher level of service is needed or dispatches IBM level 2 maintenance to the site The help desk can be reached at 800 877 7435 Automated Postal Center Option Handbook PO 106 Automated Postal Center Program available on the Postal Service PolicyNet Web site at http blue usps gov cpim provides direction and guidance for day to day operations of APCs including servicing auditing and reporting procedures October 2012 39 40 This page intentionally left blank Retail Operations Handbook Handbook PO 209 8 Retail Measurement 8 1 Supervision of Performance Managers should monitor window operations daily to determine proper window staffing and the need for lobby sweeps Productivity Proficiency is measured by total walk in revenue total revenue includes alternative access channels An employee s productivity is measured in terms of transactions and revenue per workhour Transactions per workhour are a direct measure of the number of customer transactions the retail associate completes in a specific time period Consider the following three things when looking at the measurement a The type of transaction mailing transactions including extra services equates to increased earned workhours b The amount of the sale increased transactions equates to increased revenue C Nonrevenue transactions e g mail pickup and Post Office box overflow Measurement of Proficiencies
66. P Cash and Stamp Stock Count and Summary or PS Form 3294 C Cash Credit Count and Summary PS Form 3293 Retail Vending Credit Examination for vending credit PS Form 3368 P Accountability Examination Record PS Form 3369 Consigned Credit Receipt PS Form 571 Discrepancy of 100 or More in Financial Responsibility if applicable papo f Letters of demand LOD for payment if applicable Maintain a drawer or similar container of file folders one for each credit arranged in alphabetical or numerical order The retention period established for stamp credit file forms is not to exceed 2 years except for PS Form 3369 which is 3 years Stamp Credit Counts October 2012 12 4 1 12 42 Counting Requirements Supervisors must randomly count stamp credits maintained by bargaining unit employees at least once every 4 months Stamp credits maintained by nonbargaining employees must be counted by the nonbargaining employee and another employee at least once every 12 months Refer to Handbook F 101 subchapter 13 3 for detailed procedures on conducting stamp credit counts Stamp Vending Credit Count Stamp vending credit is stamp stock credit assigned to an employee at a PRU servicing a stamp vending machine Stamp vending credits also apply to stamp stock credits assigned to self service postal center SSPC technicians The postmaster manager or supervisor is responsible for ensuring that the required stamp stoc
67. P A ER eT OLEI REESE 15 4 4 3 Timecards eig RA Ged oe ha pee pepe Rae EEUU ERA DER 16 4 4 4 DisallOwing Time sa eves Ceara erp A AAA 16 4 4 5 Unauthorized Work Time 1 2 2 0 nn 16 4 4 6 Time Card Entry 2 ssec Rem a x Ere RE DR A SER een 16 4 5 Meeting Dispatch Deadlines 0 cee nh 16 4 5 1 Lobby Drop Schedules 0 000 lese 16 4 5 2 Collection Boxes 00 000 eee 17 4 6 Proper Reporting of Funds and Receipts 0 000 eee eee 17 4 7 Maintenance of Lobby Appearance 000 eee 17 4 8 Maintenance of a Neat and Safe Work Area llle 18 SCHEGUICS sp Xr 19 5 1 Management of Clerk Schedules 0 cece rne 19 5 1 1 Non Point of Sale eMOVES Offices lille 19 5 1 2 Point of Sale Offices 0 0 002 enn 19 5 1 3 Point of Sale and Non Point of Sale Offices oooooocooooooommmmooo 19 5 2 Adherence to Postal Service Schedules 0 000 cee elles 20 5 2 To Wok ueri vost eae a Pe atadas 20 5 2 2 Gollection zi ciu e Re 8 iets eg A 20 5 2 3 Dispatehs ita ia che et URN S ee eene ite dam De ae E been 20 DES OMES HOUS sers exe aote fos S tuu oe ec eps a atis s Sinead elt eset obla Pod efe m aea 20 5 4 Eobby and PO BOR zie RENE vessel um ERU LER RR ON A 21 5 4 1 Standards for Box Service 1 0 0 0 00 e 21 5 42 Box Service Up Timez c pee ER ER EE a Pes 21 Security and Safety s vexare apc oed d pe wee lone ae apa eel nn ARR c
68. Postage products and services are available from commercial providers in cooperation with the Postal Service The following are authorized PC Postage Providers a Endicia com PSI Systems Inc b Pitney Bowes Inc C Stamps com 7 5 Scales Systems and Lobbies Retail Lobby Scales Retail scales are used to rate single piece mail Follow current procedures for verifying and calibrating scales based on the scale model used Electronic Scales Refer to the user operation manual for these units for verification and calibration procedures The manufacturer or the existing maintenance contractor handles calibration for these units Mechanical Scales Refer to current maintenance management orders or visit http www mtsc usps gov for information on verification and calibration Retail Counter Scales Verify scale accuracy each day zero balance If the scale is not accurate calibrate using certified test weights Handbook PO 209 Equipment and Supplies 7 6 Scanning 7 5 5 7 5 6 7 5 7 7 7 Integrated Retail Terminal Refer to current maintenance management orders or visit http www mtsc usps gov for information on verification and calibration Your local field maintenance office handles calibration for these units Point of Service Scales For zeroing and calibrating scales refer to the POS Web site at http eagnmnsxfbO posone or follow the instructions in the POS Online Procedures Guid
69. R eee 23 6 1 Aviation Mail Security Anonymous Mail llle 23 6 2 Hazardous MaterialS 0 000 hh 23 623 CounterliDe ois euer ete RED aret ete P eg xa s 24 6 4 Suspicious Money Order Activity 20 00 ee rh 24 6 4 1 PS Form 8105 A Funds Transaction Report 0000 0 eee eee eee 24 6 4 2 PS Form 8105 B Suspicious Transaction Report 000 eee eee eee 24 6 5 Stock and Levels of Security 0 eee 24 6 6 Mali ee a ee ete BE ae ee ee a 25 6 6 1 Registered Collect on Delivery and Accountables 0 eee ee eee 25 6 6 2 Mail Sealed Against Inspection 0 0 0 eee 25 Handbook PO 209 Contents 6 6 3 Acceptance and Delivery of Mail 0 0 eee 6 7 Locked Pouches 6 8 Funds 6 9 2 6 9 3 6 10 1 6 11 1 Registered Building Postal Inspection Service Keys lisse 6 9 3 1 OKeys 6 9 3 2 JKeys Key and Combinations Envelopes 000 eet eee 6 10 2 Password Envelopes 00 cee 6 11 Building Lighting 6 11 2 Parking and Grounds 0000s 6 14 3 Securing Equipments uc aa TAE bee es seesaw eee 6 11 3 1 Safes 6 11 3 2 6 11 3 3 6 11 3 4 6 11 3 5 6 11 3 6 Round Date Stamp 2 0 0 0 aa O aa eee Postage Meters Post Office 00 0 ee Money Order Imprinters 0 0 0 0 00 cee eee Cameras and Tapes mii iai ne e ae e eee Doors Alarms
70. a C Is administered by Stamp Acquisition and Distribution at Headquarters and serves as a centralized stamp distribution operation Accountable paper depository APDs a Is an SDO that provides products to other SDOs and SSCs such as emergency orders Reserve supplies of stamps that cannot be ordered through bulk requisitioning b Has philatelic products produced by Postal Service contractors Is assigned to a specific APD d Is located in Chicago IL Denver CO Memphis TN New York NY or San Francisco CA National Stamp Depository NSD a Stores postage stock b Supplies large quantities of postage stock to APDs C Supplies full pallets of an item to a SDO SSC or APD d Is located in Kansas City MO Philatelic center a Offers a variety of stamps and postal and philatelic products primarily to stamp collectors b Is located in a retail area separate from the lobby window service and usually offer only philatelic products Stamp Fulfillment Services SFS a Provides stamped envelopes to cost ascertainment group CAG A G Post Offices that order from an SDO b Provides USA philatelic catalog items to stamp collectors and to PRUs for promotions or presentations C Is located in Kansas City MO Stamp Services System SSS a Has automated inventory system used by SDOs SFS SSCs and APDs b Processes stock orders Handbook PO 209 Financial Accountabilities 11 17 1 c Tracks inv
71. aceful or immoral conduct or other conduct prejudicial to the Postal Service 2 2 Misuse of Postal Service Funds Postal Service funds must be kept safe without loaning using depositing in an unauthorized bank or exchanging for other funds e g cashing personal checks Postal Service funds must be kept separate from personal funds 2 3 Political Activities October 2012 Postal Service employees are restricted in their participation in political activity Employees excluded are those who are employed on an irregular or occasional basis These employees are restricted only while in an active duty status and only for the entire 24 hours of any day of actual employment Employees may not display a political picture or sticker on property owned or leased by the Postal Service The employee is not forbidden however from displaying a picture including a personally autographed picture of a political figure in an office or place of work if the picture has no language in the nature of political campaigning Employees may not wear a political badge or button while in uniform or while on duty if that duty requires the employee to deal with the public or be in view of the public Employees may not display a political picture or sticker on a private vehicle while that vehicle is being used for official Postal Service purposes 2 4 2 4 Gambling Retail Operations Handbook No employee while on property owned or leased by the Pos
72. al ACtiVitieS s as esr A uu use uet aed uie 2 4 Gambling xu eser Pt VAN x deter Ra bau WR teca RR RE 2 5 Sexual Harassment Internal and External 0 0000 eee eee 226 SUSPICIOUS ACHIVILy s sx ck vex Su AE we X Boe eG eee ee ee EN eae 2 7 Standards of Ethical Conduct 000 cece eee 2 8 Unofficial Use of Postal Service Property and SupplieS oooooocccoono 2 9 Public Perception 3 Uniforms 3 1 General Policy 3 2 Retail Associates Who Work at the Retail Counter 0 0 000 cece eee ee eee 3 3 Uniform AlOWance i uisieseieen a ote boow need bes D AES Cu 3 4 Name Tags 4 Duties 4 1 Revenue Protection and Assurance llle rs 4 2 Sanctity and Security of the Mail 0 0 ee eee 4 2 1 4 2 2 4 2 3 October 2012 Theft Destruction or Damage of Mail 00 ce eee Delay of Mail OWNNNNNNYN a mb OON NOOO 00 Oo CI 11 11 11 12 12 13 13 14 14 14 14 Retail Operations Handbook 423 Work Schedules scroll ago psa Rete quu sued E 14 4 3 1 Adherence to Fair Labor Standards Act 000 cee eee eee 15 4 3 2 Full Time Employees 0 000 eee eee 15 4 3 3 Part Time Employees isses eee s a 9 RR Ryu 15 4 4 Recording TIME meti cg e eet dee te xg e ox up e eee ee Pret S te ge 15 4 4 1 Labor Distribution Code and Functional Operations Number 15 4 42 Glock Rlngs zv R
73. ank account on the same business date that transactions occur Units should have one deposit per day unless banking requirements require a separation of cash and checks In some cases offices making advance deposits and separating cash and checks may have a maximum of four deposits per day October 2012 13 4 2 Retail Operations Handbook 4 2 Sanctity and Security of the Mail The Postal Service must preserve and protect the security of the mail in its custody from unauthorized opening inspection and reading of contents The Postal Service must also prevent tampering delay or other unauthorized acts This public trust is vested in each Postal Service employee Mail that is accepted by any employee must be protected If an employee has a question about mail security procedures is unable to consult a manager and the procedures are not clearly and specifically answered by Postal Service regulations or by written direction of the Postal Inspection Service or General Counsel then the employee must resolve the question by protecting the mail in all respects and moving the mail or letting the mail move without interruption to its destination Examples of unacceptable conduct relating to security and sanctity of the mail include theft destruction damage or delay of mail 4 21 Theft Theft is taking something that does not belong to you such as excess merchandise samples or undeliverable publications for personal use Theft also in
74. approves closing of a philatelic center the area retail manager is responsible for notifying the district and the local SDO SSC The SDO SSC will send written notification to the manager of Stamp Acquisition and Distribution Written notification must be provided so that automatic distribution of the philatelic stamp stock may be discontinued 18 910 Philatelic Center Database When new philatelic centers are opened or philatelic centers are closed address information must be updated on the nationwide philatelic center database This database provides information to the National Call Center and Www usps com October 2012 123 18 10 Retail Operations Handbook 18 10 Products and Services 18 101 Products Authorized philatelic centers are supplied an automatic distribution of commemorative stamps and philatelic products 18 10 1 1 Stamp Stock Stamp quantities have been established to meet an average 60 day supply demand Adjustments of minimum quantities can be made by sending a memorandum to your local SDO SSC The SDO SSC notifies the manager of Stamp Acquisition and Distribution Office if any quantity adjustments are needed in their automatic distribution quantities Order quantities of definitive stamps from the local SDO SSC 18 10 1 2 Position Stamp Stock For collectors interested in position stamp stock it is only available through the USA Philatelic Catalog or Stamp Fulfillment Services located at STAMP FULFILLMENT S
75. ash reserve to supplement the needs of the unit Use PS Form 3369 to assign the unit cash reserve to an individual who is directly accountable When circumstances warrant the unit cash reserve custodian may reassign all or part of the unit cash reserve using PS Form 3369 Any reassigned funds must be kept separate from other accountable credits assigned to the employee Report the unit cash reserve in AIC 753 on the unit s PS Form 1412 The unit cash reserve has no tolerance Note CPUs may not have a cash reserve Refer to Handbook F 101 section 13 8 1 2 for making changes to unit cash reserves Cash Retained POS Units Only RAs that are only consigned a cash credit are authorized a cash retained amount of 100 for which they are individually accountable The RA documents the maximum authorized cash retained on PS Form 3369 Individual RA cash retained amounts must be equal to AIC 753 as reported on the individual s PS Form 1412 and cannot exceed the approved amount Handbook PO 209 Stamp Stock and Cash Accountability 12 8 2 12 7 3 Contract Postal Units Cash Credit CPUs may keep 100 or 10 percent of their stamp credit whichever is less 12 8 Segmented Inventory Accountability October 2012 12 8 1 12 8 2 Each unit must maintain a unit reserve stock and may have a number of different segments RAs who work at window services do not have a stamp stock inventory assigned and instead work from a shared retail flo
76. assigned stamp stock cash and money orders Unit reserve stock custodians are accountable for the value of their assigned stamp stock and money orders CPUs are accountable for the value of their assigned stamp stock cash and money orders October 2012 79 12 3 Retail Operations Handbook 12 3 Stamp Credits 80 12 3 1 12 3 2 12 3 3 Definition A stamp credit is the value of the stamp stock and money orders consigned to a retail associate RA from the unit reserve stock at a postal retail unit PRU Hold stamp credits to a reasonable multiple of the RA s weekly sales amount A 2 week multiple is recommended The postmaster supervisor or manager may adjust the value of stamp credits to be consistent with customer demand To maintain individual accountability RAs must not trade or purchase stamp stock from one another employee In an emergency a supervisor may authorize an RA to ship or receive stock from another RA as follows a The supervisor or RA completes a PS Form 17 Stamp Requisition Stamp Return in duplicate Enter the names of both RAs and the amount of stamp stock on PS Form 17 b The supervisor must witness and sign PS Form 17 as authorizing this transaction C The RA keeps a copy of the PS Form 17 until the next stamp credit count Unit Reserve Stock The unit reserve stock custodian is accountable for the value of all items in the unit reserve stock is responsible for managing t
77. aterials are available at http blue usps gov nationalpreparedness HAZMAT htm 6 3 Counterline Only retail associates on duty and other authorized personnel are permitted behind the counterline Employee purchases of Postal Service products and services are never to be conducted behind the counterline 6 4 Suspicious Money Order Activity The U S Treasury Department has defined money laundering as the attempt to conceal or disguise the nature location source ownership or control of money derived from illegal activities This definition covers a wide range of activities and includes any type of money including Postal Service money orders PS Form 8105 A Funds Transaction Report To comply with the Bank Secrecy Act customers must complete a PS Form 8105 A Funds Transaction Report FTR and present a valid ID in the following situations a For all sales of money orders and Sure Money transactions totaling 3 000 or more to the same customer in the same day Fees charged for transactions do not count toward the 3 000 limit Separate transactions to one customer over the course of 1 day count toward the 3 000 filing threshold b When cashing money orders totaling more than 10 000 per day per customer PS Form 8105 B Suspicious Transaction Report If a customer refuses to complete the PS Form 8105 A and acts in a suspicious manner the retail associate must complete a PS Form 8105 B Suspicious Transaction Re
78. book F 1 Post Office Accounting Procedures and in the DMM Services New Issue Reservation Service The New Issue Reservation Service is designed to improve service to stamp collectors who shop regularly at particular philatelic centers In the past unnecessary trips have been a persistent cause of complaints This service enables customers to reserve new stamp and stationery issues for 20 days to ensure their availability at a convenient time Even though full pane purchases are not required the stock should be reserved in full panes only so that the stock can be returned to regular stock if unclaimed after 20 days The customer should provide one addressed postal card for each reservation made There is a minimum order of 20 stamps A strip of 20 stamps must be purchased for each plate number block for denominations up to 1 00 Requests for plate number blocks by position will be filled only if the desired positions are available in stock Reserved items must be picked up at the Post Office station or branch no later than 20 days after the customer has been notified Items not stocked must be ordered from STAMP FULFILLMENT SERVICES PO BOX 7247 PHILADELPHIA PA 19101 7097 Mail orders can be placed using the USA Philatelic Catalog Philatelic Postmark Services Postmarking services except for first day of issue or other national philatelic programs may be provided by philatelic centers on a continuous basis when authorized
79. cards includes regular special commemorative and penalty mail issues b International reply coupons IRCs Nonpostal stamps are migratory bird hunting and conservation stamps sold for the Department of the Interior Philatelic products are defined as a Mint sets b Stamp collecting kits C Gift packs d Other products in the items 8000 9999 series Accountable Paper Terms The following accountable paper terms will help Postal Service employees understand the accountable paper procedures in this handbook Unit reserve a Consists of all stamps stamped paper and philatelic products in a PRU that has not been consigned to other accountabilities within the unit b Arein all PRUs C Has sufficient stock to meet customer demand however PRUs must maintain total unit accountability within a 3 month stamp stock level based on sales reported in AIC 852 73 11 15 2 74 Retail Operations Handbook Stamp distribution office SDO a Receives and disburses stamps stamped paper and philatelic products b Provides accountable paper for all PRUs SSPCs APCs and CPUs within its service area C Typically consists of a supervisor and one or more bargaining unit employees assigned to work in or near a secure vault Stamp services center SSC a Receives and disburses stamps stamped paper and philatelic products b Provides accountable paper for all PRUs APCs and CPUs within its service are
80. cludes removing merchandise money and coupons from undeliverable bulk business mail for personal use 4 22 Destruction or Damage of Mail The destruction or damage of mail includes deliberately damaging losing discarding or defacing deliverable mail and allowing the mail to remain unprotected from theft or inclement weather 4 23 Delay of Mail Delaying mail includes improperly detaining mail by failing to deliver in accordance with service standards prescribed for each class of mail Failure to uphold the public trust vested in each Postal Service employee may cause removal from the Postal Service as well as criminal prosecution resulting in fines or imprisonment 4 3 Work Schedules Employees adherence to assigned work schedules is considered part of their duties Scheduling employees is an operational function based on workload projections service commitments and budgetary constraints Managers use the following tools to achieve maximum results for scheduling a Retail analysis profile study results in the Money Order Voucher Entry System b Small Post Office reporting tool 14 Handbook PO 209 Duties 4 3 1 4 3 3 4 4 2 C Point of service POS ONE Window Operations Survey WOS reports d WOS Daily Scheduler If management initiates a temporary change of schedule to an employee by Wednesday of the preceding service week even if this change is revised later the employee s time can be limited to t
81. cluding all just financial obligations especially those such as federal state or local taxes that are imposed by law 13 Employees shall adhere to all laws and regulations that provide equal opportunity for all Americans regardless of race color religion sex national origin age or handicap 14 Employees shall endeavor to avoid any actions creating the appearance that they are violating the law or the ethical standards set forth in this part Whether particular circumstances create an appearance that the law or these standards have been violated shall be determined from the perspective of a reasonable person with knowledge of the relevant facts 939 8 Handbook PO 209 Rules of Conduct 2 8 Unofficial Use of Postal Service Property and Supplies No employee will use directly or indirectly or allow the use of the Postal Service or government property or services including property leased to the Postal Service or a government agency for other than officially approved activity Employees have a duty to protect and conserve Postal Service property equipment supplies and other property entrusted or issued to them 2 9 Public Perception October 2012 The Post Office lobby is the principal business office of the Postal Service For many customers the lobby is their close up view of Postal Service operations therefore the lobby s appearance convenience and efficiency directly affect the Postal Ser
82. ction 20 2 3 International Claims Adjudication Process If the IIC determines that an inquiry qualifies as a claim the customer receives a packet that includes a PS Form 1000 The customer must complete the claim form and attach evidence of mailing evidence of value and any other documentation requested to support the claim and send to the following address USPS INTERNATIONAL CLAIMS ACCOUNTING SERVICES PO BOX 80146 ST LOUIS MO 63180 0146 Supporting documentation for an international claim includes but is not limited to the following a Evidence of mailing If the article was mailed from the United States the original mailing receipt is evidence of mailing If the article was mailed in another country the original mailing receipt customs label wrapper if appropriate or any other markings on the mailing container that indicate how it was sent is also evidence of mailing b Evidence of value The dated sales receipt dated invoice or statement of value from a reputable dealer is evidence of value A statement of value from the customer is also accepted but indemnity is limited to 100 Paid repair bills if the claim is for partial damage estimates of repair costs or appraisals from a reputable dealer are also evidence of value Repair costs may not exceed the original purchase price C Return to Sender articles that do not include a reason for return or were returned in error The original wrapper if reasonable ma
83. d in the form of personal checks or money orders made out to the Department of State and attached to the passport application Training for employees offering passport application acceptance service is through a computer based training web based tool The training may be taken on any computer connected to the Postal Service network in 3 hours or less Additional training and ongoing support is provided by customer service representatives located in regional offices of the Department of State Passport photo services may be offered Passport cameras and related equipment can be purchased through the MDC in Topeka Kansas Fees collected for passport photos are recorded in AIC 241 13 112 Selective Service In the interagency agreement with the Selective Service System SSS the Postal Service agrees to stock provide and display selective service registration forms and materials in classified Post Offices stations and branches Contract postal units are not involved The following is a list of the required registration materials that can be obtained through the MDC and that should always be available in the PO Box lobby or behind the retail counter a SSS4M Registration Form b SSSForm 2 Change Of Information C SSS Lobby Poster 46 Read It Fill It Mail It d SSS Display Box 45 Plastic Display Box Check stock several times a week to make sure adequate supplies of the SSS 1M are on display Guidelines are found in section 17
84. d to a foreign country customers must allow sufficient time for delivery to the foreign country For filing time limits refer to PS Form 1000 For additional information see the Mailing Standards of the United States Postal Service International Mail Manual IMMS section 920 or go to www usps comf insuranceclaims intlclaims htm Use Notice 122 A Instructions to Initiate an Inquiry for International Mail to assist customers with the inquiry process This notice is in the form of a tear off pad A retail associate can tear one off one page and hand the page to the customer To obtain the status or information about a filed claim Postal Service employees and customers may contact the Accounting Help Desk AHD at 866 974 2733 For Global Express Guaranteed claims customers may call the IIC 800 222 1811 The call will be transferred to the Postal Service s alliance partner Federal Express For more information on Global Express Guaranteed service go to www usps com international globalexpressguaranteed htm International Inquiries Initiated by Customers The IIC handles all customer inquiries about international articles After an inquiry is received the IIC corresponds with the post in the foreign country If the IIC determines that a claim for the item should be initiated a claim packet is sent to the customer with instructions for completing the claim and mailing the claim to the International Accounting Branch IAB of
85. d use the results of the retail analysis profile study to help determine schedules for retail associates Point of Sale Offices Use Retail Data Mart RDM window operations survey WOS reports to determine retail associates schedules The RDM WOS earned actual staffing graph EASG and the RDM WOS 1994 scheduler located in the enterprise data warehouse EDW are tools that can help align schedules by adjusting actual terminal usage to meet earned window hours While the tools do not replace the need for managing the day to day operation each tool can assist with scheduling Printing the RDM EASG ona regular basis can provide insight into peak and slow transaction periods to better schedule employees Review each time segment and not only the periods when earned work minutes and proposed staff are higher and lower Do the same for every day of the work week Prepare your base window schedule using the WOS 1994 scheduler accordingly As a greater comfort level in using these reports is achieved consider reviewing scheduling on a cyclical basis For example days at the first of the month may require a significantly different number of associates than days in the middle of the month Place emphasis on matching staffing to workload increasing or decreasing as appropriate Point of Sale and Non Point of Sale Offices Review and adjust scheduling of retail associates hours to provide optimum staffing during peak periods Schedule breaks
86. damaged If the flag is wet when taken down carefully spread out the flag and allow it to dry thoroughly before storing the flag It is customary to fly the flag from sunrise to sunset The U S Code states when a patriotic effect is desired the flag can be displayed around the clock however the flag must be illuminated 14 9 Dispatch of Mail 14 10 Scanner Prepare mail according to the local dispatch standard operating procedure Conduct a final walk through of the building to ensure that all mail has been collected and culled prior to final dispatch Complete dispatch log if required Retail associates are responsible for ensuring that all mail collected over the retail counter and all other areas is properly culled and separated to the correct collection receptacles and is ready for dispatch All signed PS Forms 3849 Sorry We Missed You must be dispatched according to current policy Ensure that Intelligent Mail Device scanners are properly placed in the cradle for download transmission 14 11 Secure Building Alarm and Lights 100 Retail associates must perform the following a Ensure that the office has been swept for all outgoing mail and all mail has been dispatched b Verify that all counterline drawers containing postal stationery are locked and bait money orders are in place C Verify that all cash drawers have been properly stored in the safe or vault Secure money order imprinter Ensure
87. day At all other times they must be stored in the main vault or security container that affords the best available security Detailed instructions for safeguarding accountable items are contained in Handbook F 101 chapter 3 Security 14 63 Unit Reserve Stamp Stock and Money Orders The unit reserve must never be accessible to more than one person at a time The stock custodian is solely responsible for ensuring proper security of the unit reserve at all times 14 7 Collection and Dispatch of Mail Retail associates are responsible for ensuring that all mail collected over the retail counter and all other areas is properly culled and separated to the correct collection receptacles and ready for dispatch If instructed or assigned retail associates will collect all lobby drops and outside collection boxes according to the collection times posted The mail must be collected as close as possible to but no sooner than the times posted All labels and tags must be removed from incoming mail trays and other equipment Correct tags placards and identifiers must be inserted or attached before any outgoing mail is dispatched Never commingle different classes of mail October 2012 99 14 8 Retail Operations Handbook 14 8 Storage of Flag No later than sunset lower the flag ceremoniously and do not allow the flag to touch the ground The flag must be folded or rolled carefully and stored where it will not be soiled or otherwise
88. dditionally they must be stated clearly on signs in high traffic areas in the lobby and periodically published in local newspapers employee publications and in brochures sent to customers about local postal services 18 9 7 Customer Convenience Major emphasis must be placed on having the outlet in operation during hours that is most convenient for our customers All offices with philatelic windows should ensure that other windows have access to philatelic items in the event the philatelic window is closed 18 98 Posting Assignments Assignments are to be posted in accordance with the terms of the national agreement Employees who work in this position must hold a retail associate s position or qualify by successfully completing the Sales Service Associate s course It is desirable to have employees who have knowledge and are enthusiastic about stamp collecting assigned to philatelic centers Duty assignments posted for such positions should include a statement identifying the assignment as one primarily dedicated to philatelic sales It should also include a statement that Stamp collectors and others who have a working knowledge or have an enthusiastic attitude toward a stamp collecting hobby are encouraged if otherwise eligible to bid for this position Retail associates assigned to philatelic centers report to the designated manager 18 99 Closing Philatelic Centers When the manager of Customer Services Operations
89. delines are the following a Do not use visible tape to hang signage b Do not use handwritten or computer generated signage C Use approved POP hardware to display menu boards and posters d Adhere to put up and take down dates printed on POP elements and listed in the Signage Instruction Guide e Remove outdated seasonal POP displays Handbook PO 209 Lobby and Retail Counter 13 6 5 f Order additional signage and hardware as needed ReadyPost and the new POP Hotline can be reached through the Material Distribution Center MDC in Topeka at 800 332 0317 13 63 Planograms A planogram is a schematic drawing that shows the proper placement of POP elements and retail merchandise in Postal Service retail lobbies Planograms are included in the Signage Instruction Guide in POP kits and accompany retail product shipments They should be used as guides when changing retail POP signage and organizing merchandise on slatwalls or similar merchandisers 13 04 Interior and Exterior Signage Zones When signage is properly placed to deliver the right message in the right place at the right time the signage has the most impact To ensure that the Postal Service is communicating information in the most effective way we have identified a system of zones within the postal retail unit PRU Each zone has a specific communication goal The time spent in each area as well as the amount of customer traffic helps determine the placement of
90. e For technical and service issues contact the help desk at 800 877 7435 Retail unit managers or their designees handle calibration for POS units Repaired Scales Use certified test weights to calibrate scales before placing the scales into service Before submitting requisitions for new scales ensure that locally established coordinating procedures have been followed Requirements offices should prepare an eBuy form and forward it to the MDC in Topeka Kansas Users should contact the help desk at 800 247 6478 IRT or 800 877 7435 POS ONE with any questions Equipment 7 6 2 Intelligent Mail Device Scanner Employees using the handheld scanner will use the procedures detailed in Handbook PO 610 Signature Capture and Electronic Record Management Manager s Guide to Standard Operating Procedures For technical or service issues call the help desk at 800 877 7435 POS Scanners For technical or service issues call the help desk at 800 877 7435 7 7 Money Order Imprinter October 2012 Manual issuance of money orders is not permitted Inoperable imprinters must be replaced or restored to service as quickly as possible In the event the money order imprinter is deemed inoperable or in need of service refer to the operator s manual There is a manufacturer s warranty on the imprinter While service is disrupted customers must be advised of the anticipated time that service is to be restored and the location
91. e Reimbursement Request PS Form 5445 is used to process and document the reimbursement process provide a receipt to the customer and provide written proof of the reimbursement itself for use by vending servicing employees in periodic credit examinations Vending reimbursements are made in cash The supervisor must approve reimbursement if it is more than 20 00 If a vending reimbursement is to be mailed a no fee postal money order must be used Follow procedures outlined in Handbook PO 102 Self Service Vending Operational and Marketing Program chapter 8 111 17 5 Retail Operations Handbook 17 5 Inquiries and Claims 112 17 5 1 17 5 1 1 17 5 1 2 Domestic Claims Accounting Service adjudicates all claims regardless of the amount of the claim Customers may file domestic insurance claims for loss or damage as follows a Online except claims for Registered Mail or COD b By mail customers may mail the claim to Accounting Services c At any Post Office customers may submit a completed claim form to any Post Office Customers will be requested to retain any damaged items and the mailing container including any wrapping packaging and any other contents In some situations a customer may receive a request to present damaged item s to a Post Office for inspection retention and disposition in accordance with the claims decision If a customer presents a damaged item at your office follow the instr
92. e or business b It s secure Customers enjoy the security of a PO Box We hold parcels at the Post Office which is a benefit for customers who are not at home during the day 58 Handbook PO 209 Product Offerings Sales Skills 10 4 1 October 2012 C It s affordable Our competitive prices fit any budget It s convenient Choose a location close to work or home It s reliable Americans have trusted the Postal Service for more than 200 years f It s permanent Customers might change street addresses but their mail does not have to Employees can target potential PO Box customers by displaying banners and buttons and using Tag 26 Post Office Box Availability to market vacant PO Boxes Display PO Box banners to advertise available PO Boxes Wear PO Box buttons to remind customers to ask about PO Boxes Tag 26 is an excellent tool to use to boost PO Box rental revenue Attach Tag 26 to vacant boxes to advertise their availability Tag 26 can be ordered directly from the Topeka Material Distribution Center by calling 800 273 1509 and entering PSN 7690 10 000 6477 Customers can go to www usps com poboxes to search and rent a PO Box at a Post Office near their home or business They can enter a physical address or ZIP Code and the results returned will include the Post Office hours business hours lobby hours box sizes available and fees for a 6 month period In addition a customer can sign up for re occurring payments
93. ed Postage Meter Indicia Unused dated postage meter indicia are considered for refund only if complete legible and valid The licensee must submit the request within 60 days of the date s shown in the indicia The refund request must be submitted with a properly completed PS Form 3533 Charges for processing a refund request for unused dated meter indicia are as specified in the Mailing Standards of the United States Postal Service Domestic Mail Manual DMM 109 17 2 2 17 2 2 17 2 3 17 2 4 Retail Operations Handbook Metered Postage Items Ineligible for Refund The following metered postage items are ineligible for refunds a Loose indicia printed on labels or tape that have been stapled together or attached to paper or other medium in any manner b Reply envelopes or cards paid at the proper postage rate C Indicia printed on labels or tape removed from wrappers or envelopes d Indicia lacking clearly readable identification of the licensing Post Office meter serial number postage amount or other required information e Indicia printed on mail dispatched and returned to sender as undeliverable as addressed including mail marked no such post office and mail addressed for local delivery and returned after directory service was given or delivery was attempted Unused Dated PC Postage Indicia Unused dated PC Postage indicia are considered for refund only if complete legible and valid The request i
94. edules 5 4 2 A replacement for the mandatory Hours of Operation decal must be ordered from the Direct Vendor Signage Catalog and applied to all entrance doors per retail standardization guidelines Replacement Hours of Operation decals must be ordered with sufficient time to receive the new decal from the vendor and display it the day before the hours are changed Thirty days prior to the change in hours of operation temporary signs must be posted on entrance doors to inform customers of the upcoming change in hours and the nearest Post Office that can provide service during the changed hours Offices must check with their district retail office for further information about appropriate temporary signage 5 4 Lobby and PO Box October 2012 Standards for Box Service Postmasters may keep the box lobby open to the public 24 hours a day if safety and security provisions allow for the extended hours and there is sufficient public demand Box Service Up Time Each unit must have a scheduled PO Box up time for box mail to be finalized and available to customers This up time varies from unit to unit and is established based on variables such as mail arrival time average mail volumes per trip and staffing availability Schedule PO Box services during hours most appropriate to the needs of the majority of customers in the local area The local postmaster with District approval establishes the local PO Box up time The PO Box up time
95. eft in a customer s mailbox or at a business s point of pickup will not be picked up Instead Decal DDD 2 July 2007 edition will be applied and the piece will be returned to the customer s mailbox Note Place Decal DDD 2 decal over the destination address city state and ZIP leaving the addressee s name visible d Anymail bearing only postage stamps as postage and weighing over 13 ounces presented to the carrier by the customer will be refused The carrier advises the customer that these pieces must be presented to an employee at a retail service counter and the customer may use electronic postage if residential pick up is desired and or provide a Decal DDD 2 July 2007 edition e Customer service and mail processing facilities need to stock AVSEC units with new Decal DDD 2 decals October 2012 95 13 13 Retail Operations Handbook f All collection boxes lobby drops and APCs need Decal DDD 1 13 Ounce Rule applied g AVSEC Clearance Stamps are issued to small offices that do not have the means of applying proof of proper postal acceptance PVI or meter strip h There is no Known Customer mail flow Note Rural carriers will continue to be allowed to accept packages without postage along with money for postage as is currently done However the rural carrier must take the piece to the retail window for finalization of the retail transaction and application of a PVI meter strip or AVSEC Clearance Stamp to make the mail
96. egative amount appears in parentheses in General Ledger GL 56203 on the Financial Performance Report FPR Line 44 Miscellaneous Expenses is a credit or reduction in expense A positive amount is a debit or increase in expense To identify the source of individual AIC 247 and AIC 647 expenses access the following Accounting Data Mart ADM report Accounting Shared Reports Postmaster Folder gt FPR Net Financial Differences AIC 247 647 Line Detail To review identify or research AIC 247 and AIC 647 expenses use the reports in the Postmaster folder in the ADM For a complete list description and summary of when and how to use each report in the Postmaster folder go to the Accounting Web page at http blue usps gov wps portal accounting Click the ADM Help link Under ADM Help click the Postmaster Folder link The direct URL is http blue usps gov wps portal accounting admhelp pmfolder Refer to Handbook F 101 chapter 8 for detailed procedures for creating documenting monitoring and offsetting AIC 247 647 expenses October 2012 The Postal Service conducts business in only U S currency includes coins Therefore field unit employees must not accept any foreign currencies as payment Postal Service employees must safely control U S currency customer checks and money orders as follows a Do not loan withdraw or deposit postal funds in an unauthorized bank account b Donot excha
97. election of packaging and mailing supplies all imprinted with the Postal Service and ReadyPost logos These shipping supplies are available to view online at http blue usps gov retail Packaging Priority Mail and Express Mail packaging supplies e g boxes envelopes and forms are available at no cost for customers to order online at www usps com or by calling the toll free number 800 222 1811 92 Vending equipment is being removed from Postal Service facilities and nonpostal locations The configurations range from a single small stamp vending machine to large self service postal centers Self service vending equipment when installed in Postal Service facilities must be kept operable and available to customers during all business and Handbook PO 209 Lobby and Retail Counter 13 11 3 box lobby hours until removed Each manager in whose Postal Service facility a self service unit is located is responsible for ensuring the operability of the equipment 13 11 Public Services 13 111 Passport Application Acceptance The Postal Service in agreement with the Department of State Passport Services assists field passport agency offices by accepting passport applications where operationally feasible given overall customer service and revenue generation considerations The Postal Service retains a fee for executing the application Record execution fees in AIC 264 Fees collected for the Department of State are accepte
98. elic Stamp Stock from Sale 0000 2c eee eee 130 19 Mobile Retail Vans 00002 eee 131 19 1 General Information 0 00000 n a eee 131 19 2 Site Selection nia eens as Pee RR RP i ee ee he ee tle 132 19 3 Revenue GoalS o urRRIdU tee aa Le a eet as 132 19 4 Mobile Retail Van Driver Training 0 0c BB 133 19 5 Revenue Reporting sie iasanen meina iea Dina ee ae m rn 133 19 6 Travel and Fixed TIme cum da a soe bud ets ene E Re a She 134 19 7 Work Hours Reporting ss odre tr Apane T aA RR Iren 134 19 8 Total Operating Costs ceris ebriiga aai er rn 135 12 Handbook PO 209 List of Exhibits Exhibit 2 7 Standards of Ethical Conduct Title 5 Exhibit 6 5 Priorities of Protection Exhibit 8 2 Two Sample Mystery Shop Letters Exhibit 8 2 continued Two Sample Mystery Shop Letters Exhibit 10 3 Special Extra Service by Mail Class Exhibit 11 2 2 Accountable Items by Priority Exhibit 11 3 PS Form 1412 lesen Exhibit 11 6 2 Code of Federal Regulations ooooooooooo o Product Revenue Account Identifier Codes eleeeee ee RR RR as Exhibit 11 7 1 Product Revenue Account Identifier Codes 2 0 0 cc RR RR RR I nh Exhibit 11 17 1 Verification Procedure by Item Exhibit 11 18 2 Minimal Amount of Stock to Be Destroyed per CAG 0 0 cee esee Exhibit 13 6 1 Mandatory Public Information to be Available 0 2
99. entory d Produces daily financial reports 112153 Responsibilities 11 15 3 1 Postmaster or Unit Manager The postmaster or unit manager is responsible for ensuring that controls are in place for maintaining an accurate inventory for all accountable paper within the PRU This responsibility includes but is not limited to the following a Providing adequate security for all accountable items Monitoring inventory levels Establishing and controlling segments within the PRU Ensuring proper entry of all financial transactions oa9 y Ensuring that all required counts are performed 11 15 3 2 Employee All field unit employees are accountable for the following a All accountable paper issued to them as a stamp credit b A All funds received from accountable paper sales until deposited as postal funds C Accurate and timely recording of all financial transactions All employees assigned responsibility for accountable paper are liable for losses in their accountability 11 15 3 3 Contractor A contractor is accountable for all accountable paper assigned to the CPU 11 16 Ordering Stock From SDO or SSC PRUs order accountable paper including money order stock from an SDO or an SSC The SDO or SSC provides a monthly schedule for ordering The minimum quantity of each item of stamps and stamped paper to order is published annually in the Postal Bulletin Refer to Handbook F 101 subchapter 11 4 for detailed procedure
100. er our retail lobbies varies widely from one office to another We must provide our customers with a consistent reliable retail experience If the Post Office that a customer visits has outdated signage or offers a poor selection of retail merchandise there is no reason for the customer to keep coming back Studies have shown that the wall behind the retail service counter is the most important message area in the Post Office While approaching the retail service counter customers look to the full service lobby for information to help them complete their transactions or prepare packages Research also shows that the full service lobby is the best place to introduce customers to new products and services 5 Image Customer research indicates that the cleanliness of a Postal Service facility and the employee s attitude and behavior determine whether a customer will return to conduct his or her business or go to a competitor If a Post Office is dirty or an employee is not friendly it impacts the customers perception of that office The Postal Service unit must be neat clean and well maintained To project a professional image and keep customers coming back the retail associate must be in complete uniform greet the customer and be attentive and pleasant throughout the transaction Mystery Shopper evaluations do not and must not identify individuals and must not be used as the source of disciplinary action Management must not review
101. erials 000000 ee eeeeee 120 18 6 Service to Customers ooo 120 18 7 Hours of Operation 2 2 0 0 000 e hh 121 18 8 Community Role eru eee Rx up A a A EEA 121 18 9 Requirements for Philatelic Centers llle 121 18 9 1 Establishment Criteria 0 0 0000 nes 121 18 9 2 Request to Establish a Philatelic Center o ooooooooooccoooooooooooo 122 18 9 3 Approval Process a a aa E eee 122 18 9 4 Physical Location Criteria 00 ce eee 122 18 9 5 Hours of Operation and Schedule o oooocccccccoo oo 122 18 9 6 Uniform Days and Hours es esaia prta bitai rn 122 18 9 7 Customer CONVeNienCe ooooccccocc ee 123 18 9 8 Posting ASSIgNMentS oooococooroooo enne 123 18 9 9 Closing Philatelic Centers llle 123 18 9 10 Philatelic Center Database 00000 ne 123 October 2012 11 Retail Operations Handbook 18 10 Products and Services sve peu idee fal wen exce R eee ido Ra eee le 124 18sT0 TH Products o de seascape eeu exe voee ed utt se Muga atid ah dt ache OR 124 18 10 41 10 Stamp Stock wie ak ee RUE GG ele ena e ERR D Ural Rede 124 18 10 1 2 Position Stamp Stock z marie nirera ia a e ee 124 18 10 1 3 Required Inventory 0 0 ruren ya a en 124 18 10 1 4 Available Stamps Stationery and Philatelic Products 125 18 10 1 5 Other Products cdt epi A Cee bh es ea d de bee 125 18 10 1 6 Sales Policies Definitions lille 125
102. eries or Postal Inspection Service space must sign for keys in the key log The log must show requestor s name date key in time and key out time Overnight retention of keys is prohibited Coordinate access for other than scheduled cleaning with the inspector in charge J Keys A special J key which operates postal inspectors office locks is provided for other authorized personnel Cash Drawers Place cash and stamp credits in a locked container and store in a security container safe or vault following an employee s tour of duty In point of service POS offices use POS cash drawers Whenever an employee relinquishes control of an assigned stamp credit for any reason change the locks on the employee s stamp and cash drawers Do not reuse the old locks To safeguard each associate s stamp credit a manager must make an annual examination of all locks and keys in the unit except for duplicate keys on file on PS Form 3977 Duplicate Key Combination and Password Envelope This ensures that individual associates keys will not open locked drawers safe compartments or stamp cabinets of other employees The manager keeps a record for financial examination purposes Hold duplicate keys to stamp credits in the main safe or vault of the station or branch in a compartment under the exclusive control of the manager or a designated subordinate Place the combinations for the main safe or vault and the duplicate compartment
103. ernate access affect retail counter sales and how do contract stations vending Click N Ship PC Postage APC partners or APC affect retail counter sales RDM WOS reports and graphs allow users to understand analyze and compare POS retail transactions for productivity and staffing efficiency optimization The WOS Earned Actual Staffing Graph EASG provides a comparison among three staffing levels namely Actual retail associates on the window Earned retail associates needed to perform transactions and Modeled a smoothed representation of earned hours The WOS 1994 Scheduler allows supervisors to prepare a schedule for a period at a time by manually distributing their staffing hours to match optimal terminal usage indicated on the EASG The Retail Performance Scorecard Report combines key retail performance indicators One objective of this report is to bring together key performance 46 Handbook PO 209 Retail Measurement 8 6 indicators on one simple and concise report Management can easily compare these key performance indicators against the same period last year to get a quick assessment of how the business in these areas is progressing A quick glance graphical alert indicator helps to identify areas of concern with minimal effort This reduces management s time in getting information when compared to time needed when running multiple reports for multiple periods The Retail Scorecard provides a hyperlink to
104. erved To facilitate this ensure that the following forms and labels are always available for customers Express Mail envelopes Priority Mail envelopes Notice 4314 C We Want To Know Notice 107 Let s Keep the Mail Safe PS Form 5445 Stamp Vending Machine Refund Request PS Form 2865 Return Receipt for International Mail PS Form 3813 200 and under and PS Form 3813 P over 200 Domestic Insurance Receipts h PS Form 3804 Return Receipt for Merchandise i Label 11 B Express Mail Mailing Label Post Office to Adaressee PS Form 3800 Certified Mail Receipt emo ao Dp k PS Form 3811 Domestic Return Receipt l PS Form 3806 Receipt for Registered Mail m PS Forms 3227 3227 S 3227 G 3227 0 Stamps by Mail n SSS Form 1M UPO Selective Service Form O PS Forms 2976 2976 A and 2976 E Customs Declarations and Dispatch forms and envelopes p PS Form 152 Delivery Confirmation Label q PS Form153 Signature Confirmation Label Provide attractive adjustment form holders that clearly display the forms to customers Form holders are designed to accommodate a variety of form sizes Keep them well stocked neatly maintained clearly labeled and in a good location for employees and customers 13 82 Professional Display For a professional display do the following a Use any POP material provided their purpose is to call attention to the product and the merchandiser b Stock displays acco
105. es Count the number of boxes or packages and the and postal cards denominations of the envelopes or cards against the carton labels and verify against PS Form 17 Philatelic products Count the number of items in open cartons The total must agree with the quantity printed on the outside of the carton 11 172 Verification of Receipt of Money Order Form Sets Blank money order stock is packaged as follows a 100 per package b 10 packages 1 000 per box C 5 boxes 5 000 per carton Verify the continuity of serial numbers by doing the following a Look at the outside labels when you receive more than one carton or box b Verify the packages by the first serial number shown on the front Do not open cartons boxes or packages just to verify serial numbers Verify the numbers when it is necessary to issue the forms If the number of boxes or packages received does not agree with the invoice the PRU does the following a Reports the facts in writing to the SDO or SSC b Keeps a copy of the memorandum Handbook PO 209 Financial Accountabilities 11 18 2 If there are fewer than 100 form sets 10 packages to a box or duplicate serial numbers the PRU reports the facts to BLANK STOCK MONEY ORDER BRANCH PO BOX 82441 ST LOUIS MO 63182 2441 Submit a copy to the SDO or SSC and keep a copy of the memorandum Refer to Handbook F 101 subchapter 11 5 for detailed procedures for accounting for received stock ship
106. es Initiated by Customers llle 114 17 5 2 2 Customer Claims for Damaged Rifled or Missing International Articles 114 17 5 2 3 International Claims Adjudication Process 2 0 000 cee eee eee 115 17 6 Notice 4314 C We Want to Know 6 ee hrs 116 17 7 Gall Center Program eg kg A nm eed REREMESA4 AG ee 116 1728 Mall Frauds 2 lu mI uu Bide Ay Radia Ee Oa lak SE A URS hte Stet 116 17 9 Unwanted Mail xem eae See deo pba eR DEUM EIAS hae 116 17 9 1 Sexually Oriented Maili serri sns o 0 0 eee 117 17 9 2 Unsolicited Mail mns o Seya a a i a i ee 117 17 9 3 Direct Marketing Remove Name 000 00 e eee 117 17 10 Mail Recovery Centers pa r Eaa i E m m ren 117 17101 First Class Mail i2 nk IRE tds cated nisl dean Rr Meta ee el tec 118 17 10 2 Express Mall 2 5 Ws pices aia dese 118 17 10 3 Postcards and Postal Cards oocccocooccco eee 118 19 Philateliei espe prse A ec Dora RR ER wie Rc d 119 18 1 General Information 0 0600 enhn nn 119 18 2 Definitlonis a 2 seus XIIe oe a Ped A EU ta Be eed RSV S ER Ud 119 18 3 Philatelic Gentets z zx eroe eem ee FE ROREM mede qs n ctun RATS 119 18 4 Philatelic Window ooooocccocoo IRR A rrr 119 18 5 Important Reference Tools liliis 120 18 5 1 Stamps and Postal Stationery Announcement 00 eee eee eee 120 18 5 2 USA Philatelic Catalog llle III 120 18 5 3 Postal Bulletin and Other Reference Mat
107. ese items may be placed in a binder or posted behind the counter A list of information that must be made available is contained in the Postal Operations Manual as Exhibit 125 343 and is provided here as Exhibit 13 6 1 Exhibit 13 6 1 Mandatory Public Information to be Available Type of Information Title and Description FBI Most Wanted Poster Keep in binder behind counter Notice 123 Price List Notice 4314 C We Want to Know Poster SSS46 Selective Service Lobby Poster Publication 201 Consumer s Guide to Postal Services and Products Sign 145 Payments Acceptance Policy Signs Hours of operation Time when all committed PO Box mail is normally distributed Letter drops and collection point times ZIP Retrieval DVD DVD replaces Pub 65 National Five Digit ZIP Code and Post Office Directory and Pub 66 ZIP 4 State Directory 1 Available through the direct vendor signage contract 2 Customers may order the DVD by contacting the National Customer Support Center 6060 Primacy Parkway Suite 101 Memphis TN 38188 9919 at 800 238 3150 Point of Purchase Signage Point of purchase POP signage is visual promotional material received periodically from the Postal Service Retail Merchandising Center The promotional materials and signage communicate product and service information and promotional messages to customers Display POP signage according to the most current Signage Instruction Guide provided in the POP kit Some gui
108. exual harassment or inappropriate sexually based conduct or who have witnessed inappropriate conduct of a sexual nature should bring the situation to the attention of a manager supervisor union official an Equal Employment Opportunity counselor or the manager of Human Resources Handbook PO 209 Rules of Conduct 2 7 2 6 Suspicious Activity Employees must report any suspicious activity immediately to the following contact GENERAL COUNSEL US POSTAL SERVICE 475 L ENFANT PLZ SW 6TH FL WASHINGTON DC 20260 2100 Suspicious activity is any instance in which a person either within or outside the Postal Service uses or attempts to use bribery undue influence or coercion to induce or attempt to induce the employee to act or neglect to act in regard to official responsibilities Suspicious activity is also any information that causes the employee to believe that there has been a violation of the federal criminal statute or any law or regulation directly or indirectly related to the responsibilities of the Postal Service The employee also must report suspicious activity made under this paragraph to the local inspector in charge 2 Standards of Ethical Conduct Postal Service employees must adhere to the general provisions for the standards of ethical conduct under Title 5 of the Code of Federal Regulations see Exhibit 2 7 October 2012 7 2 7 Retail Operations Handbook Exhibit 2 7 Standards of Ethical Conduct Title 5
109. fication of deposit Retail consolidation unit backup transmission x Z lt E Unit consolidation verifying supporting documents and filing of unit reports 49 8 8 Retail Operations Handbook 8 8 Retail Optimization Access Management 50 The Retail Optimization Access Management ROAM application is a mapping tool that allows users to visually display Postal Service and competitor locations The application also provides demographic information on population and household growth This tool enables the user to better determine retail needs based on a combination of visual and tactical information Area customer service analysts and district retail specialists use the application to help define local and regional retail needs ROAM currently resides on the Postal Service intranet From the ROAM Web site one can also access a retail optimization risk opportunity matrix This is a model that uses a combination of growth competitor and corporate revenue and cost data to determine areas of risk and opportunity within the retail arena This tool enables better decision making for retail placement ROAM access is limited to employees working on Area or District level retail optimization issues and facility personnel Exceptions for use are granted on an as needed basis for other employees such as Postal Inspectors Access to the application must be requested through eAccess Handbook PO 209 9 Retail Training 9 1 Retai
110. g office The servicing technician should contact the Postal Service vending help desk at 800 451 4196 for any problems with vending equipment The help desk will make the necessary recommendation to Postal Service management to initiate a replacement machine if necessary For assistance with the Web Vending Activity Reporting System WebVARS contact the help desk at 800 877 7435 For more information see chapter 4 of Handbook PO 102 Self Service Vending Operational and Marketing Program available on the Postal Service PolicyNet Web site at http blue usps gov cpim or visit self service on the Retail Web site 7 13 Copy Machines The Postal Service permits coin operated photocopying machines for customers to use in the lobby The machines are owned and maintained by commercial firms which are selected on a competitive basis If a coin operated copier is not available at a nearby commercial establishment and the postmaster has determined through customer and internal requirements needs that it is feasible to maintain coin operated copier service at least 500 copies per month are generated the office can enter an agreement with a vendor 7 14 Building Alarm System The Postal Inspection Service evaluates the needs for any security related equipment Do not purchase alarms or security systems without Postal Inspection Service evaluation Submit proposals to the Postal Inspection Service with a detailed justification for
111. he hours of the revised schedule An out of schedule premium is paid for those hours worked outside of and instead of an employee s regular schedule Eligible employees do not receive an out of schedule premium when attending a recognized training session that is a planned prepared and coordinated program or course Adherence to Fair Labor Standards Act The Fair Labor Standards Act FLSA workweek for all employees is a fixed and regular recurring period of 168 hours 7 consecutive 24 hour periods Full Time Employees For purposes of establishing the FLSA workweek Saturday is considered a service day even if it is not actually included as a service day in the full time employee s regular schedule The FLSA workweek begins 8 hours prior to the time that such employee s regular schedule would begin on Saturday Part Time Employees The FLSA workweek for part time regular and flexible employees is defined and determined in the same manner as stated above for full time employees except that the FLSA workweek for part time employees may not begin prior to 20 00 8 00 p m on Friday 4 4 Recording Time October 2012 Employees must follow guidelines established in Handbook F 21 Time and Attendance Labor Distribution Code and Functional Operations Number The labor distribution code LDC is a 2 digit number used to identify the major activity of an employee The LDC is used to compile work hour labor utilization and other
112. he stamp stock inventory and must report unit reserve stock activities Sales from the unit reserve stock are not allowed The unit reserve may be assigned to the postmaster unit manager or supervisor At a finance station without a domiciled supervisor a lead sales and services associate LSSA may be assigned the unit reserve The LSSA may also be assigned a separate stock credit from which direct sales to the public are conducted A finance station is a postal retail unit that has three or fewer full time RAs Refer to Handbook F 101 Field Accounting Procedures subchapter 13 4 for detailed procedures for conducting unit reserve stamp stock counts Total Postal Retail Unit Stamp Accountability Maintain the total PRU accountability on PS Form 1412 Daily Financial Report AIC 853 Stamp Accountability Closing Balance on the unit s PS Form 1412 is a combination of all stamp accountabilities within the same unit finance number UFN at the PRU This combination includes the following a Unit reserve stock b Retail floor stock Handbook PO 209 Stamp Stock and Cash Accountability 12 4 2 12 4 Individual 12 3 4 C Individual stamp credits e g retail associates vending Stamps by Mail and philatelic Stamp Credit Record Files The postmaster manager or supervisor is responsible for establishing and maintaining a stamp credit file for each employee The file must contain the following items a PS Form 3294
113. heck against the list and keep the list with PS Form 1412 Daily Financial Report documentation e Count the cash in a secure area away from the counter f Give the funds to the close out employee g Record the funds in the retail system or on PS Form 1412 for eMOVES offices The designated closeout employee verifies and acknowledges receipt of the funds and initials AIC 751 752 on the retail associate s copy of the PS Form 1412 Handbook PO 209 Security and Safety 6 9 Keys 6 9 3 1 October 2012 6 9 2 Managers procure all replacement locks and lock assemblies needed at their facilities including Postal Inspection Service locks Personnel are issued only such keys as their duties require Managers must keep an accurate inventory of all keys and signed receipts using PS Form 1628 Individual Key Record Postal Service employees must immediately report any lost or stolen keys to the inspector in charge Managers must conduct a semiannual physical survey of all keys All employees must follow guidelines in accordance with chapter 2 of the Administrative Support Manual Registered Retail associates must ensure that Registered Mail items are locked at all times in a security container Employees must sign the key over from one tour or one employee to the next by using PS Form 1625 Record of Entry Registry Section so that individual responsibility can be assigned at all times Building Only issue buildi
114. here the Postal Service has been unable to establish alternate access channels All efforts to establish alternate access should be thoroughly explored and exhausted prior to offering service via mobile retail vans Mobile retail vans are assets that must be managed and used for optimum revenue performance Sites should be selected based on best business use planning The focus of using mobile retail vans should be revenue generation promoting the Postal Service filling the gap in emergency situations and meeting customer needs This will require setting revenue goals applying work hour management and following proper financial procedures Mobile retail vans will be considered as manual Post Offices for purposes of tracking transaction and revenue data Mobile retail van clerks are permitted to offer limited postal products and are not authorized to offer money orders passport services or international package services Mobile retail van clerks may only accept cash money orders and checks as payment for Postal Service products and or services In cases where regular retail service has been curtailed a deviation to these policies must be approved by the manager Retail Operations Headquarters To efficiently manage mobile retail van transaction time mobile retail van stock should be limited to a basic selection of First Class postage stamps in one or two booklet choices one or two sheet choices one coil choice Forever Stamps Pr
115. ice MyPO This is an electronic transfer of information through the Internet to the Post Office from the call center agent The local Post Office must download the MyPO information by 9 a m each morning and again in the afternoon so that customer requests for these services are handled in a timely manner 17 8 Mail Fraud If customers are having trouble with a mail order company or suspect that they have been the victim of fraud instruct them to contact the Postal Inspection Service or complete PS Form 8165 Mail Fraud Report available at all Post Offices The customer should return the completed form to the local Post Office or send to the following address CRIMINAL INVESTIGATIONS SERVICE CENTER US POSTAL INSPECTION SERVICE 222 S RIVERSIDE PLZ STE 1250 CHICAGO IL 60606 6100 17 9 Unwanted Mail Certain unsolicited or undesirable mail is prohibited from the mailstream including obscene materials violence inciting materials and some types of mail relating to lotteries 116 Handbook PO 209 Refunds Exchanges Claims and Inquiries 17 10 17 9 1 17 9 2 17 9 3 Sexually Oriented Mail Section 3010 of Title 39 U S C gives people a way to protect themselves and their minor children from receiving unsolicited sexually oriented advertisements through the mail Customers may invoke the protection as follows a Completing PS Form 1500 Application for Listing and or Prohibitory Order b Filing the form with any p
116. ice managers must ensure that retail services are available and accessible to customers in a timely efficient manner and in an orderly clean and attractive environment 10 This page intentionally left blank Retail Operations Handbook Handbook PO 209 3 Uniforms 3 1 General Policy Supervisors are responsible for observing the uniforms of employees and taking appropriate corrective action when necessary to ensure that employees are properly attired Postal Service employees are responsible for being properly dressed for duty They are expected to maintain high standards of appearance presenting to the public the best tradition of service and efficiency while performing their duties Uniformed employees are responsible for conforming to all uniform regulations and wearing only authorized uniforms and combinations When scheduled to work the retail counter all employees who receive uniform allowances should wear complete and proper uniform attire pants or skirt skort polo shirt shirt and tie men and neckwear or button cover ladies All clothing must be clean neat and professional Proper footwear is mandatory Work shoes should be fully enclosed at the heel toe and sides and made of leather or a substantial synthetic material note canvas and nylon are not acceptable For more information on uniforms see the Employee and Labor Relations Manual ELM chapter 9 For more information on shoes see Handbook EL 814
117. id state driver s license prior to commencement of this training program The instructor will document the driver s performance and granting of driving privileges to operate the 2006 mobile Post Office in each driver s folder PS Form 4582 Operator s Record and in the National Training Database using national course number 43501 02 Estimated minimum time for each driver to complete the 2006 Mobile Post Office training program is 2 hours 19 5 Revenue Reporting The mobile retail van clerk must track transactions and tender type at each stop on a manual tracking sheet tally sheet Transactions and tender type at each stop must be segregated by stop on the tally sheet The daily transactions must be consolidated on a PS Form 1412 Daily Financial Report at the end of each day Mobile retail vans are considered manual offices however in most cases their home office is a point of sale POS site If the host office is a POS site the host facility manager supervisor is to establish a unique POS segment number i e default mobile segment for each mobile retail van and assign the default mobile segment role to the retail associate RA This is not the same role the RA uses while working the retail counter in the office This is a clerk role unique to staffing the mobile van Follow Handbook F 101 Field Accounting Procedures FAP part 14 1 1 for assigning the mobile segment and issuing stock The mobile segment receives stock f
118. if uncanceled and unused precanceled stamps and stamped cards are exchanged for other postage stamped paper Only the buyer may exchange stamped envelopes or aerogrammes air letter sheets with a printed return address and stamped cards with any printed matter of the buyer If there is no purchaser s printing any responsible person may exchange them Stamps Converted to Other Postage Forms A customer may submit postage stamps for conversion to an advance deposit for permit imprint mailings subject to the conditions set forth in the DMM Items Not Exchangeable The following postage items are not exchangeable a Adhesive stamps unless mistakes were made in buying stamps were defective or stamps were affixed to commercial envelopes and postcards b Stamps cut from stamped cards stamped envelopes or aerogrammes air letter sheets C Parts and pieces of stamped cards Stamped cards stamped envelopes and aerogrammes received for reply Mutilated and defaced stamps e PC Postage cannot be exchanged at Post Offices Customers must go online to the vendor s Web site to request exchange refund for this service 17 4 Vending Reimbursements October 2012 Customers may submit vending complaints such as equipment malfunction loss of money or stamps or empty equipment in person by telephone by mail or by e mail Employees record complaints concerning vending reimbursements on PS Form 5445 Stamp Vending Machin
119. in Post Offices having high philatelic revenue potential but lack sufficient display space as required in a philatelic center 119 18 5 Retail Operations Handbook All current stamps postal stationery items and philatelic products are sold at philatelic windows 18 5 Important Reference Tools 18 5 1 Stamps and Postal Stationery Announcement This announcement includes a schedule of issuance dates for upcoming stamps and stationery items and includes the format that they will be issued The Stamps and Postal Stationery Announcement is updated every 2 to 3 months or as needed in the Postal Bulletin 18 5 2 USA Philatelic Catalog The USA Philatelic Catalog features the stamps stationery items and philatelic products currently available for sale through mail order from the Stamp Fulfillment Service Center Kansas City Missouri One copy of the catalog should be posted prominently in the philatelic center service area and marked to indicate only those products available at that center The catalog is published quarterly Customers who are interested in receiving a free catalog should call 800 STAMP 24 or go to www usps com to order a free catalog 18 5 3 Postal Bulletin and Other Reference Materials While a majority of Post Offices nationwide have computers and use e mail Postal Link Direct Line and other electronic messaging as their main source of news and information some Post Offices still rely on hard copies of the
120. in a Postal Service facility Sales and services associates name tags are to be worn over the right breast so that the tags are visible to the customer Employees with ID badges must wear them at all times but these badges may be worn out of sight of the customer either on the waist or as prescribed by the installation head In addition at installations where Postal Service police officers are assigned access control functions all employees are required to display their identification to the officer when entering the facility or grounds Employees are charged with the responsibility of preventing unauthorized individuals including off duty employees from entering restricted areas Investigate all individuals on the workroom floor who are not properly identified or escorted 31 32 This page intentionally left blank Retail Operations Handbook Handbook PO 209 17 Equipment and Supplies 7 1 Point of Service and Integrated Retail Terminal Equipment 711 Cleaning Clean point of service integrated retail terminal POS IRT equipment with a damp clean lint free cloth Do not use any chemicals when cleaning the equipment 712 Ordering Supplies Order POS IRT supplies directly through the Material Distribution Center MDC Order receipt paper through an eBuy at http ebuy usps gov 713 Help Desk Support The help desk is the source for answers to POS hardware and software issues To reach the POS help desk call
121. ing procedures For a customer s interaction with an APC machine to be satisfactory the APC machine must be operational and available for use at all times To achieve this goal the site manager must assure that APC service employees keep the machine stocked with accountable and consumables in good working order and presentable so that walk in customers are drawn to using the machine The APC accountability is assigned to the APC and not to an individual but access to the storage repository inventory is limited to the servicing employee s The servicing employee s are the designated individuals who have access to the APC and its stock PS Form 3369 Consigned Credit Receipt is signed by each servicing employee accepting responsibility not liability for the total value of the APC s inventory Just like with Segmented Inventory Accountability the individuals are required to provide the same level of security protection performance just as if the stock was assigned to an individual The service employee provides Level 1 service on the APC kiosk The responsibilities of the service employee are but not limited to a Replenishing consumables and stamp booklets in response to kiosk alerts b Providing preventative service i e cleaning of the kiosk C Escorting IBM Level 2 maintenance personnel Handbook PO 209 Equipment and Supplies 7 16 3 d Accessing the kiosk service screens and providing log in for Level 2 pe
122. ing the question is vital to the safety of our employees customers and the mail 3 Sales Skills and Product Offerings and Product Knowledge and Product Explanations Effective product offering and product explanations of Postal Service products and services are key to generating revenue and keeping our customers coming back The Postal Service offers many products and services Many customers do not know about the products and services that the Postal Service offers Employees need to educate customers so that they can make an informed mailing decision It is important to let your customers decide how they want to mail their article Do not assume that the customer wants the cheapest price Remember that customers want value not necessarily the cheapest price They want to know their options By offering customers Postal Service premium services and explaining the service standards the customers can make an informed Handbook PO 209 Retail Measurement October 2012 8 2 mailing decision based on information which is presented to them Proper use of product offerings and product explanations at your office can make the difference in whether your office achieves its revenue goals and customer satisfaction targets 4 Promotion and Merchandising Every day the Postal Service has the opportunity to serve 9 million customers in more than 32 000 Post Offices stations and branches The experiences that our customers have when they ent
123. iority Stamps Express Mail Stamps ReadyPost and Official Licensed Retail Products Mobile retail van clerks should maintain a supply of Stamps by Mail envelopes for customers who desire additional denominations or selections of stamps Mobile retail van clerks should also provide customers any www usps com promotional or educational material available as well as a listing of local Stamps on Consignment and contract postal unit locations 131 19 2 Retail Operations Handbook Mobile retail van clerks are issued stamp credits following procedures in Handbook F 101 Field Accounting Procedures subchapter 13 2 Refer to Handbook F 101 subchapter 13 3 for requirements and procedures for conducting counts of stamp credits 19 2 Site Selection The cost of providing mobile retail van service must be considered when selecting potential sites based on anticipated revenue at each individual site Several factors should be taken into consideration when selecting sites for mobile retail vans a Emergency situations Normal postal services have been suspended because of natural disasters e g flooding hurricanes and tornadoes Postal retail facilities undergoing renovations Special events High crime area avoidance poo y Other routes and locations Only when profitable and where efforts to establish on site alternate access e g Stamps by Mail Stamps on Consignment and Click N Ship have been thoroughly pursued and have not
124. is stock each RA making sales from this credit is responsible for ensuring accurate reporting of the sales from the retail floor stock RAs are also responsible for adequate protection and security of retail floor stock Refer to Handbook F 101 subchapter 14 2 for detailed procedures on conducting retail floor stock counts 12 10 Other SIA Segment Counts Counts for stamp stock credits assigned to bargaining employees must occur at least once every 4 months Concurrent counts must be performed for employees assigned unit reserve stamp stock and other accountable credits This begins a new cycle for the required count frequencies for all assigned credits Blank money order stock assigned to an accountable segment employee must be verified each time the count for that segment is performed Refer to Handbook F 101 subchapter 13 3 for detailed procedures on conducting individual stamp credit counts Handbook PO 209 13 Lobby and Retail Counter 13 1 Image Retail lobby standards are as important as retail maintenance standards For the Postal Service to project a professional business image to Postal Service customers and employees the Postal Service must focus on retail lobbies and other customer service areas Every lobby must be safe well organized well maintained neat and clean The Post Office lobby is one of the most visible images customers have of the Postal Service The Post Office lobby is the principal bu
125. ivery and Post Office Operations Summary of Changes Handbook PO 209 Retail Operations Handbook Handbook PO 209 Retail Operations Handbook has been updated with Postal Bulletin articles through August 23 2012 as follows in Postal This chapter Bulletin with an subchapter part issue issue date or section titled was number of Chapter 5 Schedules 5 8 Office Hours revised to include provisions 22344 8 23 12 on RMPOs and PTPOs for retail units previously classified as EAS Level 16 or below Post Offices Retail Operations Handbook Contents 1 Introduction 1 1 Overview of Duties and Responsibilities of Retail Personnel 0 1 2 Duties of a Sales and Services Associate 0 000 00 es 1 3 Duties of a Lead Sales and Services Associate 000 0c eee ees 1 4 Basic Retail Responsibilities illii TAT Uniforms s is A CX ex a RE REALI EE a 1242 Name Lagss 2b uA Sete nae eine RV ES IUeite E QE GU Oe eee ERE 1 4 3 Promptness and Report as Scheduled 0000 0c cee ellen 1 4 4 Courtesy Employees and Customers s s s saanane aoaaa 1 4 5 Safety and Accident Reporting 0 eee eee 1 4 6 Adherence to Postal Service Regulations 0 cee eee eee t47 ONONGING ais RN 2 Rules of Conduct 2 1 Postal Service Regulations llli 2 2 Misuse of Postal Service Funds ooooooccccco tee eee 2 3 Politi
126. k Full panes of stamps that are being withdrawn from sale at philatelic centers philatelic windows should not be destroyed Redistribute this stamp stock immediately to regular stamp windows for sale With approval excess supplies of philatelic products are to be returned to the SDO SSC for redistribution to other stations and branches Post Offices return stock to the SDO SSC only when directed by their SDO SSC or through a Postal Bulletin announcement Note Neither commemorative and definitive stamps nor philatelic products should be destroyed unless specifically directed by a Postal Bulletin announcement 129 18 13 5 Retail Operations Handbook 18 135 Withdrawal of Philatelic Stamp Stock from Sale The actual date that stamp stock must be removed from sale at philatelic centers will appear in a Postal Bulletin announcement To allow for effective inventory management this announcement will appear approximately 1 month in advance of the removal date 130 Handbook PO 209 1 9 Mobile Retail Vans 19 1 General Information October 2012 Mobile retail vans are critical to postal operations to help meet customer needs especially in situations where regular operations have been curtailed i e natural disasters such as hurricanes tornadoes and flooding Mobile retail vans can also be used as replacements for facilities undergoing renovations that render them unable to operate for special events or for reaching locations w
127. k count is performed randomly at least once every 4 months Complete instructions for vending counts can be found in Handbook PO 102 Self Service Vending Operational and Marketing Program chapter 6 81 12 5 Retail Operations Handbook 12 5 Automated Postal Center Stamp Credit Count The postmaster manager or supervisor is responsible for ensuring that the required APC stamp stock count is performed randomly at least once every 3 months Complete instructions for conducting an APC count are available on the Postal Service intranet Go to http blue usps gov Click on the Inside USPS tab Under Headquarters Finance click on the Accounting link Under Related Links click on the Automated Postal Center APC link Under Operational Procedures click on Finance Issues link Under Finance Documents click on Credit Exam link The direct URL is http 56 207 11 95 apc files procedures CreditExam doc 12 6 Contract Postal Unit Stamp Credit Count The postmaster manager or supervisor of the host Post Office has the following responsibilities a Ensuring that CPU stamp credit counts are conducted randomly at least once every 12 months b Maintaining a separate file for CPU financial activities Refer to Handbook F 101 subchapter 13 7 for detailed procedures on conducting a CPU count 12 7 Cash Credits 82 12 7 1 12 7 2 Unit Cash Reserves PRUs may establish a unit c
128. keys in a sealed PS Form 3977 registered to the safe 6 10 PS Form 3977 28 A PS Form 3977 envelope is used to secure employee keys passwords and combinations At least once every 6 months managers must physically examine each PS Form 3977 After the employee s keys passwords and combinations are enclosed and the flap is sealed the employee to whom the keys are assigned and a witness must sign across both flaps on the reverse of the envelope Round date as instructed on the front of the form Do not perforate or alter the PS Form 3977 in any way while it is sealed If evidence of tampering with the envelope is noted or alleged notify the local inspector in charge When locks combinations and passwords are changed prepare a new PS Form 3977 and submit it to the custodian of the PS Forms 3977 The manager or designee must dispose of the replaced PS Form 3977 Handbook PO 209 Security and Safety 6 10 1 6 10 2 6 11 Building 6 11 1 When it is necessary to open a duplicate key envelope cut it along one end leaving the signature and postmarks intact The employee opening the PS Form 3977 and a witness must sign and date it Retain the opened envelope as instructed on PS Form 3977 Keep PS Forms 3977 in a locked receptacle under the exclusive control of the postmaster or designee Key and Combinations Envelopes Ensure that each responsible employee and a witness to the enclosure of the combination or keys sig
129. kills questions in order for a perfect transaction to be conducted Based on the planned transaction type the Mystery Shopper report lists the lost revenue when the retail associate does not ask the appropriate questions The Mystery Shopper questionnaire is divided into six weighted categories as follows 1 Waiting Time in Line WTIL Postal Service customers have repeatedly informed the Postal Service that WTIL helps to define their entire experience at the Post Office WTIL also helps to determine whether a customer will continue to use Postal Service products and services or go to competitors Remember customers have choices and it is the Postal Service s job to ensure that customers have great service to keep them coming back Great service means respecting a customer s time 2 Hazardous Materials HAZMAT The primary purpose of asking the HAZMAT question is to promote the safety of Postal Service employees the general public and the Postal Service transportation network A majority of common HAZMAT items are relatively safe when used at home or work However many HAZMAT items can exhibit potentially dangerous characteristics during shipping due to improper packaging exposure to extreme temperatures and pressure variations excessive vibration during transport improper handling and storage in proximity to an incompatible material Although it may seem repetitive to ask the HAZMAT question on every transaction ask
130. l Training Overview October 2012 Retail training is designed for a wide audience Retail training encompasses all retail associate positions and customer service supervisors station managers and postmasters Individual courses within these classifications are prescribed by the Postal Employee Development Center PEDC and can be found on the Postal Service intranet at http trainingmaterials usps gov Employees are provided with both formal and informal learning experiences that contribute to individual growth and improve performance in current or future assignments Both formal and informal training and development programs are organized to achieve employee learning objectives in knowledge skills and abilities Structured classroom sessions and on the job training are considered formal training Additionally formal training may include Web based delivery of online programs computer based interactive delivery and satellite transmission Informal training methods are delivered through service stand up talks such as Retail Digest PowerPoint presentations New Functionality Guides Postal Bulletins and other published materials Retail Operations requires that ongoing training be conducted by station branch management to ensure that retail associates receive pertinent retail information Training and educational programs using specified courses and materials and given by authorized personnel are critical to the overall perf
131. l interests that conflict with the conscientious performance of duty 3 Employees shall not engage in financial transactions using nonpublic government information or allow the improper use of such information to further any private interest 4 An employee shall not except as permitted by subpart B of this part solicit or accept any gift or other item of monetary value from any person or entity seeking official action from doing business with or conducting activities regulated by the employee s agency or whose interests may be substantially affected by the performance or nonperformance of the employee s duties Employees shall put forth honest effort in the performance of their duties Employees shall not knowingly make unauthorized commitments or promises of any kind purporting to bind the government 7 Employees shall not use public office for private gain 8 Employees shall act impartially and not give preferential treatment to any private organization or individual 9 Employees shall protect and conserve federal property and shall not use it for other than authorized activities 10 Employees shall not engage in outside employment or activities including seeking or negotiating for employment that conflict with official government duties and responsibilities 11 Employees shall disclose waste fraud abuse and corruption to appropriate authorities 12 Employees shall satisfy in good faith their obligations as citizens in
132. l vary among field units due to equipment availability 11 3 PS Form 1412 Daily Financial Report 62 All postal retail unit PRUs regardless of size or revenue must report their financial activity to Accounting Services electronically at the close of each business day PS Form 1412 Daily Financial Report provides individual retail associates RAs and PRUs with a uniform method to report financial transactions PS Form 1412 is available in both automated and nonautomated types as described in Exhibit 11 3 Handbook PO 209 Financial Accountabilities 11 4 3 Exhibit 11 3 PS Form 1412 Type of Form Description Covers the scope of financial transactions for individual RAs and postal retail units PRUs Provides a running record of receipt controls of all retail and philatelic sales money order transactions stamp accountability and cash retained Nonautomated PS Form 1412 Automated PS Form 1412 Consists of paper tapes and reports provided by approved mechanical devices e g IRTs and POS Records all financial transactions made by RAs RAs must prepare PS Form 1412 whenever financial transactions are performed at the PRU RAs must be identified by name or clerk number on all PS Form 1412 supporting documents e g tapes lists and receipts 11 4 Automated Postal Center Kiosks October 2012 11 4 1 11 42 11 4 3 Overview An automated postal center APC is a self service kiosk that al
133. ling endorsements do not apply and the temporary address is not provided to senders Feedback from customers is very positive and PFS revenue continues to grow substantially year after year Customers wanting to participate should fill out PS Form 8176 Premium Forwarding Service PFS Application and return it to their primary address Post Office along with two forms of identification including a valid government issued photo ID Customers pay the one time enrollment fee and all weekly reshipment fees Weekly reshipments go out on the same day every week providing a regular schedule that customers can depend on For more information on PFS see Publication 621 PFS Guidebook for Employees which is available on the blue Web site at http blue usps gov cpim ftp pubs pub621 welcome htm Customers can access information about PFS on the Postal Service Web site at http www usps com receive premiumforwarding Handbook PO 209 11 Financial Accountabilities 11 1 Field Managers Field unit managers have the following responsibilities a Comply with the financial procedures defined in Handbook F 101 Field Accounting Procedures FAP which includes proper reporting of all financial transactions monitoring inventory levels remitting funds in excess of authorized reserves and the overall monitoring of field unit operations b Track items and collect when appropriate any money owed to the Postal Service C Mai
134. lows the customer to perform some basic transactions that are conducted at the full service retail counter An APC kiosk allows customers to do the following a Weigh and mail packages b Look up ZIP Codes C Purchase First Class Mail stamps APCs do not accept cash Payment types are limited to credit and debit cards The APC prints out a receipt for the customer for each transaction The daily closeout process is automated and takes place at a scheduled time each evening during off peak hours A PS Form 1412 is created daily and transmitted via the network to the Enterprise Data Warehouse EDW and postal accounting systems Each APC is assigned a unique 10 digit unit finance number UFN for reporting purposes Machine Service Manual The APC Machine Service Manual is available on the Delivery and Retail Web site Go to http blue usps gov retail Click on the Retail Service Network and Access Management link Click on the Retail Service Equipment link Click on the Automated Postal Center link Under Manuals and Handbooks click on the Machine Service Manual link The direct URL for the manual is http 56 207 11 95 apc files training APC MSM zip Reports A hard copy of the APC PS Form 1412 is not generated automatically When needed an APC PS Form 1412 report can be printed from the APC Web site Go to http eagnmnsxfb0 apc Under About APC click on the APC 63 Retail Operations Handbook Revenue li
135. m to test the quality of the customer experience at retail units If the retail associate asks the proper sales skills questions and conducts a perfect transaction we know the revenue that would be generated In Quarter 2 our average revenue loss per transaction ranged from a high of 32 per item to a low of 16 The areas with the lowest revenue loss were also the top scoring areas in terms of sales skills This shows the positive correlation between high sales skills and revenue generation The Mystery Shopper program is not just about the score It s even more important that the results drive behavior that will result in improved customer satisfaction and increased retail revenue The attributes measured in the Mystery Shopper program should become so commonplace to our everyday performance that if the program were to end tomorrow it would not change the customer s retail experience in any way Mystery Shopper evaluations do not and should not identify individuals and must not be used as the source for disciplinary action continually hear of instances where post offices are spending great deals of time reviewing tapes and Point of Sale receipts in an effort to identify the retail associate or the shopper In many instances offices try to use this information to discredit the shopper evaluation This time can be much better spent in trying to drive behavior and ultimately increase customer satisfaction and retail revenue While Mystery Sh
136. ments 11 18 Returning Stock to the SDO or SSC October 2012 11 18 1 11 18 2 Saleable Stock Saleable stock that may be returned to the SDO or SSC includes stamps stamped envelopes postal cards and philatelic products currently on sale The SDO or SSC must authorize the return of saleable stock before the stamp stock custodian returns it Nonsaleable Stock Nonsaleable stamp stock items and products that may be returned to the SDO or SSC for destruction includes the following a Obsolete stock that is removed from sale at all locations If recalled for destruction consider using philatelic products for promotional purposes or as gifts to employees Obsolete editions of the Postal Service Guide to U S Stamps can be provided for philatelic promotional or educational purposes Stamp Services publishes an annual announcement in the Postal Bulletin about the disposition of obsolete editions b Defective stock including any partial packages of stamps stamped envelopes postal cards and damaged stock accepted from customers as described in the Mailing Standards of the United States Postal Service Domestic Mail Manual DMM 604 9 0 Send stock to be destroyed to the SDO or SSC only if the minimum amount has accumulated since the last shipment Exhibit 11 18 2 lists minimal amount of stock per CAG Exhibit 11 18 2 Minimal Amount of Stock to Be Destroyed per CAG The minimum For CAGs amount is A G 100 H
137. metered later Suitable identification can be required of the recipient if not known to the Postal Service employee before the delivery of a mailpiece Items that require a signature for delivery may not be opened or given to the recipient before the recipient signs and legibly prints his her name on PS Form 3849 Delivery Notice Reminder Receipt and return receipt if applicable and returns the receipt s Scan all extra services and Express Mail items according to existing procedures at acceptance and or delivery 6 7 Locked Pouches 6 8 Funds Registry pouches are the proper container for transporting registered items Rotary locks are the prescribed method of locking pouches Rotary lock pouches should always be used in any office or unit in possession of a rotary key The proper procedure for handling locked pouches can be found in Handbook DM 901 Registered Mail 26 Postal Service funds must be kept safe without loaning using depositing in an unauthorized bank or exchanging for other funds Postal Service funds must always be kept separate from personal funds Keep Postal Service funds inaccessible to the public and concealed from view For advance and final remittance retail associates should do the following a Make an advance deposit of any excess monies during the day b Remove and count funds in a secured area to be remitted from the cash drawer C Maintain a checklist in each office d Verify each c
138. mination b Dispense First Class Mail stamp booklets o Provide Postal Service and mailing information including ZIP Code lookup Offer domestic insurance up to 500 Weigh and rate envelopes flats and parcels up to 70 pounds Prepare Express Mail forms and Certified Mail return receipts Offer Delivery Confirmation and Insurance Services E Provide a system generated receipt for payment APCs are located in Postal Service lobbies the majority are in areas open 24 hours a day and 7 days a week 101 15 3 Retail Operations Handbook APCs move simple transactions away from the retail operation They allow retail professionals to use their skills to assist customers with more complicated mailing needs Through the use of APCs the Postal Service expects to accomplish the following Increase revenue Reduce the cost of selling products and services Improve operational performance Reduce wait time in line 9 a9 op Improve employee and customer satisfaction 15 3 Automated Teller Machines Customers may use bank automated teller machines ATMs to purchase stamps The bank may receive stamps through a stamps on consignment contract or purchase them from a Post Office Stamps are sold at face value but the banks are allowed to charge a transaction fee The district retail office is responsible for this program 15 4 Stamps by Mail 102 Stamps by Mail SBM service allows Postal Service customers
139. mnity coverage for items valued at 200 and under This service does not provide a recipient s signature at delivery f Domestic Insurance over 200 Provides indemnity coverage for items valued over 200 up to 5 000 This service requires a recipient s signature at delivery Customers may also purchase domestic insurance at Automated Postal Centers APCs or online through Click N Ship or eBay for up to 500 of indemnity coverage g Express Mail with Additional Insurance Additional insurance up to a maximum coverage of 5 000 00 may be purchased for merchandise valued at more than 100 sent by Express Mail h Global Express Guaranteed insurance Limited amount of insurance is included Additional insurance may be purchased see Handbook PO 209 Product Offerings Sales Skills October 2012 10 3 Mailing Standards of the United States Postal Service International Mail Manual section 215 52 Money Orders Provides a secure convenient and affordable alternative to sending cash through the mail If you receive a suspicious money order call the Postal Service Money Order Verification IVR at 866 459 7822 This automated system will tell you if a money order was issued by the Postal Service Registered Mail A secure service that incorporates a system of internal receipts monitoring the movement of the mail from the point of acceptance to delivery It provides the sender with a mailing receipt and recipient
140. mployee s clock rings exceed 8 08 hours and management knows or has reason to know that the employee was not engaged in work or work related activities while in the time over 8 status management must disallow the time on the clock that was not worked In such cases management must insert a written entry on PS Form 1017 A Time Disallowance Record Unauthorized Work Time An employee who continues to work contrary to a direct order from his or her manager must be paid for all time worked but may be subject to disciplinary action In such cases the manager must insert a written entry on PS Form 1017 B Unauthorized Overtime Record Time Card Entry When clock time is disallowed the employee s manager must enter in the disallowed reason column of the time card the amount of time to be disallowed and an appropriate reason code In such cases the manager must prepare a written entry to document the basis for his or her knowledge that the employee was not working during the time disallowed See Handbook F 21 for information on PS Forms 1017 A and 1017 B 4 5 Meeting Dispatch Deadlines 16 Lobby Drop Schedules Retail associates are responsible for ensuring that all mail collected over the retail counter and all other areas is properly culled and separated to the correct collection receptacles and ready for dispatch Handbook PO 209 Duties 4 7 Retail associates must verify that customer notification decals e g Decals D
141. n the envelope Round date as instructed on the form Each time a lock or combination is changed prepare a new PS Form 3977 and submit it to the custodian of the PS Form 3977 it replaces The custodian must dispose of the replaced envelope Hold duplicate keys to stamp credits in the main safe or vault of the station or branch in a compartment under the exclusive control of the manager or a designated subordinate Combinations for the main safe or vault and the duplicate compartment keys should be sealed in a PS Form 3977 envelope Store these PS Forms 3977 in the most secure place under the exclusive control of the postmaster or designated subordinate Password Envelopes Maintain a separate PS Form 3977 for integrated retail terminal POS and credit debit card passwords for individual associates Each system s password must be placed in a separate PS Form 3977 envelope if the passwords are different Refer to Handbook F 101 Field Accounting Procedures subchapters 3 7 and 3 8 October 2012 6 11 1 Lighting Public parking areas and entries must be sufficiently illuminated to be safe and discourage crime Provide security lighting to assist in maintaining acceptable levels of facility protection This includes lighting at these locations a All areas not open to the general public Entrance gates Employee entrances Vestibule entrances Customer entrances p ooo Areas around the building perimeter and perimete
142. nd Services 13 8 1 Forms and Labels 13 8 2 Professional Display 13 9 Retail Merchandise 13 9 1 Retail Products 13 9 2 Shipping Supplies 13 9 3 Packaging 13 10 Vending 13 11 Public Services 13 11 1 Passport Application Acceptance 0 000 cee es 13 11 2 Selective Service 13 11 3 Migratory Bird Hunting and Conservation Stamps 000 0220e ee eee 13 11 4 Burial Flags 13 12 Flags pee eee pe ee ed 13 12 1 American Flag 13 12 2 Prisoners of War Missing in Action POW MIA Flag leeren 13 13Collection 14 End of Day Requirements 0 0ccccccocc eere 14 1 Remit Funds 14 2 Retail Associate Closeout 14 8 Unit Closeout 14 4 Transmission 14 4 1 eMOVES Offices 14 4 2 IRT Offices 14 4 3 POS Offices 14 5 Deposit 14 6 Security of Cash Drawer Stock 14 6 1 Cash Drawers and ReadyPost Products 200000eee 14 6 2 Stamp Stock and Money Orders 0 0 eres 14 6 3 Unit Reserve Stamp Stock 14 7 Collection and Dispatch of Mail October 2012 and Money Orders 0000 e eee teens 86 86 86 87 87 87 88 89 89 89 90 91 91 91 92 92 92 92 92 93 93 93 93 94 94 94 95 95 97 97 98 98 98 98 98 98 99 99 99
143. ng keys to employees who are required to open or close the office Record all keys at the time of issuance on PS Form 1628 at the time of issuance When an employee s duties no longer require the use of an assigned key or the employee leaves the service the employee must return the key immediately Enter the date the key s is returned on PS Form 1628 as the release of accountability If keys used to operate exterior doors to the facility are not returned the locks must be replaced or rekeyed Standard locks are not authorized on exterior doors or high level security areas All exterior doors must be equipped with a deadbolt lock The deadbolt feature is operated by key from the outside and by turning the lever from the inside Only postmasters installation heads or their designees may carry a master key Master keys are issued to maintenance employees only during their tours of duty and may not be carried from the building Postal Inspection Service Keys O Keys In buildings with lookout galleries one O key is assigned to the postmaster or other official in charge who must personally safeguard the key at all times Only the postmaster or a designated supervisor may admit cleaners or other authorized persons to the galleries on the first Monday of the month or by obtaining approval in advance from the responsible inspector in charge 27 6 9 3 2 6 9 3 2 Retail Operations Handbook All employees needing access to lookout gall
144. nge U S currency with other types of funds C Do not use postal funds for personal purposes d Safeguard postal funds from the public and conceal them from view e When postal funds are not continuously observed maintain funds in a locked receptacle f Deposit all Postal Service funds to a Postal Service relationship bank account established by Corporate Treasury See Handbook F 3 Treasury Management g Refer to Handbook F 101 part 9 1 2 for detailed banking procedures for PRUs 67 11 11 Retail Operations Handbook 11 11 Credit and Debit Cards 68 11 11 1 11 11 2 Credit Cards The Postal Service accepts the following credit cards for the purchase of most Postal Service products and services American Express Carte Blanche Diners Club Discover JCB MasterCard VISA Note Credit and debit card terminals will not accept any unauthorized card All of the above cards must be signed to be accepted ao oaogp Credit cards are accepted at all PRUs for postal products and services except for the following Trust fund deposits at the PRU including but not limited to Express Mail corporate accounts Permit Imprint accounts Periodicals accounts Business Reply Mail and Postage Due accounts Precanceled stamps Money orders principal amount Collect on Delivery COD funds i Money by wire principal amount 5 moe Bo op j Payment for an employee debt k Passport application fees
145. nk Select the area district site and the date for which you want to print a PS Form 1412 Click the print form button APC inventory information is available on the Current Contents Report which is generated directly from the APC kiosk 11 5 Self Service Postal Centers and Vending Credits Employees who are designated as self service postal center SSPC technicians a Are assigned a unique 10 digit unit finance number UFN b Report their financial activity via an approved electronic financial reporting system C Receive and replenish SSPC stamp stock from the SDO or stamp services center SSC using the SSPC technician s assigned UFN Employees assigned stamp vending credits at a PRU and who are not SSPC technicians a X Are assigned a vending clerk role at their PRU They are not assigned a unique 10 digit UFN b Report and consolidate the vending financial activity with the unit s financial report C Receive and replenish vending stamp stock from the unit reserve custodian at the PRU The servicing person must prepare a PS Form 1412 each day one of the following occurs a Stamp stock is received b Stamp stock is returned C A bank deposit is made d Change funds are received All funds except the authorized cash portion of a vending credit must be deposited into the prescribed bank account every time funds are retrieved from the vending equipment For CAGs A through G deposit funds at least twice
146. nor anniversaries important people special events or aspects of national culture and are printed in limited quantities Philatelic centers may keep commemorative stamps on sale until notice is published in the Postal Bulletin to remove the stamps from sale To allow for effective inventory management this notice will appear in the Postal Bulletin one month prior to the official removal date At that time excess stock should be returned to the vault on PS Form 17 Stamp Requisition Stamp Return and reallocated to regular windows to be sold as postage Plate Blocks Plate blocks are usually the four corner stamps one design or block of four designs with the printing plate number in the margin selvage of the pane If the stamp issue consists of more than four stamps such as the Space Achievement issue of 1981 which consisted of eight different designs for a plate block of eight the plate block would contain one of each of the eight designs Floating Plate Blocks A floating plate number is one that floats or appears at different intervals along the margin Most issues using floating plate numbers only have selvage on the right and left sides of the pane 125 18 10 1 10 126 18 10 1 10 18 10 1 11 18 10 1 12 Retail Operations Handbook The plate numbers and other marginal markings move progressively up and down the selvage on a pane to pane basis as a result of each full rotation of the press cylinders If a single numbe
147. notifying the Manager Customer Services Operations in Washington DC and the local Stamp Distribution Office or Stamp Service Center SDO SSO that supplies the stamp stock October 2012 121 18 9 2 122 18 9 2 18 9 3 18 9 4 18 9 5 18 9 6 Retail Operations Handbook Request to Establish a Philatelic Center Requests to establish a philatelic center should be forwarded directly from the area retail manager to the manager of Customer Services Operations at Headquarters in Washington DC The request should include the following a Complete name address and finance number of the Post Office where the philatelic center will be located Indicate whether the center is at the main Post Office or in a station or branch b The establishment criterion the center meets i e whether it has a population of at least 50 000 it is the only designated center in the district or it is an exception which deserves consideration c A statement forecasting revenue potential Approval Process If approval is granted the manager of Customer Services Operations at Headquarters in Washington DC notifies the area retail manager who must send written notification to the local SDO or SSC After approval the newly approved center is placed on the SDO or SSC list of philatelic centers authorized to receive automatic distributions of philatelic stamp stock and special edition philatelic products Physical Location Criteria The phy
148. ntable for their stamp credits The postmaster must provide adequate security equipment for secure storage of these credits at all times 18 13 Distribution of Philatelic Stamp Stock October 2012 18 13 1 18 13 2 18 13 3 18 13 4 Position Stamp Stock Philatelic centers may not receive all positions of a particular commemorative stamp from their SDO SSC When all positions of a stamp issue are not available philatelic centers should direct their customers to the USA Philatelic Catalog Philatelic Products Philatelic products e g Commemorative Stamp Yearbook The Postal Service Guide to U S Stamps cancellation keepsakes premium stamped postal cards and matted prints are distributed automatically to SDOs SSCs by the suppliers SDOs SSCs establish a procedure for the distribution of new philatelic products and replenishment of existing philatelic products for philatelic centers SDOs SSCs requiring additional philatelic products should check with their paper depository or Stamp Fulfillment Services Requisitioning Philatelic Stamp Stock Stamp stock for philatelic centers may be obtained from the main office accountable paper unit using PS Form 17 If stamp stock is depleted the accountable paper unit must reorder from the SDO SSC When reordering position stock for both definitive and commemorative stamps PS Form 17 must identify the stamp stock position being requested Redistribution of Philatelic Stamp Stoc
149. ntain adequate security for all accountable items Ensure that all required counts are performed including stamp stock credits cash credits unit reserve stock and retail floor stock Field unit managers must comply with count requirements which include completing them within the required time frames documenting the results and promptly reporting and resolving any noted discrepancies Subchapter 2 4 of Handbook F 101 describes field unit manager responsibilities by daily weekly monthly quarterly and semiannually periods 11 2 Security 11 21 Employee Responsibility The field unit manager or supervisor must provide adequate security for all accountable items Accountable items include postal funds stamp stock blank money order stock philatelic products accountable receipts and imprinters The field unit manager or supervisor may delegate responsibility for accountable items to other field unit employees under the supervision of the field unit manager In addition field unit managers have the following responsibilities a Determine how each field unit will best use its available security equipment for protecting accountable items b Advise the next level of management in writing of security equipment inadequacy or malfunction October 2012 61 11 2 2 11 2 2 11 2 3 Retail Operations Handbook C Periodically examine equipment that is used to protect stock or funds to confirm proper working order d
150. o additional revenue reduced costs and improved business practices EDW was originally created in support of Retail EDW now supports additional groups including Finance Operations Marketing and others who are using EDW for reporting and analysis For more information about EDW go to http edw 8 4 Retail Data Mart Retail Data Mart RDM was developed to provide easy access to retail transaction data and critical business information used for operational planning fraud detection and strategy development as well as sales and market analysis The RDM was established to harness the power of retail data to afford the opportunity to generate more revenue improve customer service manage inventory staff to match customer demand and improve store performance RDM data is used for pricing change support new product development product sales automated postal center APC performance fraud detection window operations surveys WOS and to determine marketing effort value and many more business opportunities Users access the RDM through the EDW using a Micro Strategy online analysis program in a relational Teradata database Data is retained for the current fiscal year and two previous fiscal years The RDM is one of the business areas in the EDW RDM answers business questions such as how do Mystery Shopper scores match the sales productivity of a given retail unit how many Post Office boxes are vacant and where are they how does alt
151. o hand their Click N Ship packages to their carrier at the time of delivery Each barcoded label printed is assigned a unique track and confirm number 107 Retail Operations Handbook This page intentionally left blank 108 Handbook PO 209 17 Refunds Exchanges Claims and Inquiries 17 1 Service Failure Refunds 17 1 1 17 1 2 Express Mail Refunds If an Express Mail item was not delivered or made available for the customer as guaranteed under the applicable service purchased a refund request must be made within 90 days after the date of mailing as shown in the Date In box on Label 11 B Express Mail Mailing Label Post Office to Addressee Refunds for Express Mail postage may be made only to the mailer or the holder of the Express Mail corporate account used to pay for postage The mailer must complete Part of PS Form 3533 Application and Voucher for Refund of Postage Fees and Services in duplicate and submit the form along with the original customer copy of Label 11 B to any Post Office Signature Confirmation and Delivery Confirmation Service failures for Signature Confirmation and Delivery Confirmation fee only are refundable locally if service is not rendered Determine appropriate amount and follow normal accounting procedures as outlined in the Handbook F 101 Field Accounting Procedures chapter 21 Refunds and Exchanges 17 2 Postage and Fee s Refunds 17 2 1 October 2012 Unused Dat
152. of nearby facilities where service is available Order replacement ribbon from the MDC Refer to Handbook F 101 Field Accounting Procedures subchapter 3 5 35 7 8 Retail Operations Handbook 7 8 Tranz 380 Credit and Debit When the Tranz 380 is installed in a Post Office it is encoded with information unique to that Post Office e g finance number and address Do not transfer or loan the Tranz 380 to other offices Contact First Data Merchandise Services at 800 994 8777 for technical support and supplies 7 9 Cash Drawers 7 10 Safes Offices on POS must use the POS cash drawers There are no exceptions to this policy Cash drawers are used for storing operating stamps and funds Order replacement cash drawers and locks through the MDC using Publication 247 Supply and Equipment Catalog Place stamp credits in a locked container and store in a security container safe or vault following an employee s tour of duty Vaults security containers of various types and security cages are installed in Postal Service facilities as needed for protective storage of accountable items The Postal Inspection Service determines the amount and type of security equipment that is required Details on the use and care of this equipment are found in Handbook F 101 Contact your local administrative services manager or material management specialist to determine the availability of any excess equipment e g safes and inserts
153. on all carrier routes and PO Boxes to purchase postal products e g booklets sheets and coils of stamps postal cards and stamped envelopes by ordering the products through the mail The Postal Service order forms are incorporated in self addressed postage paid envelopes Customers may obtain order envelopes PS Forms 3227 A and 3227 B Stamps Delivered to Your Door from city rural or contract delivery service carriers in Post Office lobbies or by telephoning the local delivery unit to request their delivery PS Form 3227 A is for non credit card SBM fulfillment sites PS Form 3227 B is for credit card only SBM fulfillment sites After completing the PS Form 3227 A order form and enclosing a check or money order the customer drops the sealed envelope in a collection box or his or her mailbox Mail orders are filled and delivered to the customer within 2 business days after the customer mails the order Postmasters must requisition PS Forms 3227 A and 3227 B from the printer and maintain a supply for use in filling customers telephone requests for the form for customer use in the Post Office lobby and for all letter carriers and PO Box clerks to use as required Postmasters must requisition PS Form 3227 A or 3227 B Stamps by Mail brochure as appropriate from the printer To order forms submit the PS Form 3227 O Stamps by Mail brochure supply order to the printer PS Form 3227 O is available at http blue usps gov click on F
154. opper evaluations must not be used as the source for disciplinary action supervisors should be making independent personal observations of retail associate interaction with customers to ensure they are performing all aspects of their duties as instructed This would include observations that allow them to coach employees to ask questions that will determine customer needs The Retail Employee Observation form PS Form 4000 B should be used for this purpose At least one observation should be completed every accounting period per retail associate As with all employee performance observations however make sure positive performance as well as less than satisfactory performance is recognized ask all of you to fully support the Mystery Shopper program We have over seven million opportunities every business day at retail locations to establish the Postal Service as the premier provider of our customers mailing needs This program can help us to reap the benefits of increased customer satisfaction and revenue generation but only if the results are used properly to correct retail performance as appropriate Thank you for your continued support original signed Patrick R Donahoe cc Ms Bizzotto Mr Rapp Mr Pankey Mr Wargo 44 Handbook PO 209 Retail Measurement 8 2 Exhibit 8 2 continued Two Sample Mystery Shop Letters LABOR RELATIONS UNITED STATES POSTAL SERVICE September 17 2003 MANAGERS LABOR RELATIONS AREA
155. or Distribution Code 48 Administrative and Miscellaneous Duties LDC 48 includes nonsupervisory hours of customer service employees assigned to dispatch activities and miscellaneous retail activities at stations branches and associate offices including steward s duty time travel time and meeting time It also includes nonsupervisory hours used in support of delivery service such as working insured mail COD customs carrier cage operation markup duties other than CFS sites and other miscellaneous customer service and clerical activities The following is a summary of LDC 48 administrative and miscellaneous duties a Accountable mail second notices b Bank to replenish change fund accountability assigned on PS Form 3369 Consigned Credit Receipt Carrier checkout clearing Claims and inquiry Collections Copy machine administration Dispatch of mail 0 00 Dutch door operation in operations without retail Express Mail street delivery by clerks Markup nixie and return to sender mail mc Opening closing building Phone duties Registry duties Dre Requesting stock retail stamp distribution office stamp services center Scanning duties in back office Service safety talks provided to clerks other than RAs Supply ordering opo T 6 administrative duties Timekeeping 0 Trust fund record keeping Undeliverable bulk business mail processing Unit closeout preparation and veri
156. or stock RAs who work from the retail floor stock are assigned a 100 00 cash retained credit for which they are individually accountable Other segments may require stamp stock inventory assigned as individual accountability for which they are directly accountable Segment Definitions The following segments enable the assignment of cash or stamp stock to various individuals or roles within a unit a Vending Stock for sale through vending equipment is assigned to a vending clerk or designated employee who is directly accountable for that inventory b Mobile Unit Credits Stock for use by employees assigned to operate mobile units This credit is directly accountable to an individual C Philatelic Units Where a dedicated philatelic credit is used the credit is assigned to an individual who is directly accountable d Retail Floor Stock A common inventory for use by retail employees who are not directly accountable for that inventory e Stamps by Mail SBM An inventory for use in filling stamp orders received from customers by mail that is assigned to an individual who is directly accountable for that inventory SBM is used where volume prohibits filling requisitions from the retail floor stock f Special Event Credits Temporary credits for special events can be assigned to one of the accountable segments with stock issued directly from the unit reserve At the completion of the event a count is cond
157. ormance knowledge skills and productivity of employees Postal Service policy is to provide employees with training and development opportunities consistent with operational requirements duty classification and skills enhancement The implementation of these training and educational programs as required helps assure that Postal Service personnel can provide effective and optimal service Failure to provide formal informal or ongoing training could result in poor employee productivity higher operational costs and loss of revenue by the Postal Service 51 9 2 Retail Operations Handbook 9 2 Course Materials It is imperative with any training whether formal or informal that the proper course materials be presented in the delivery method intended For retail courses requiring the employee to pass a qualifying exam course materials can be accessed through the blue Web site at http trainingmaterials usps gov Facilitators must be Facilitative Instructor Workshop certified Facilitators must teach with the most current course materials and not deviate from those materials The sales and service associate SSA training course number 23501 02 contains an American Postal Workers Union APWU module and requires that an APWU official teach or be present when the union module is taught All Postal Service employees newly assigned to SSA positions must complete the Sales and Service Associate Training Course 23501 02 and
158. orms then select the form by number Handbook PO 209 Alternative Access Channels 15 6 15 5 Stamps by Rural and Highway Contract Route Carrier Stamp purchase orders allow Postal Service customers on rural and contract delivery service routes to purchase all Postal Service products e g booklets sheets coils of stamps postal cards and money orders directly from the rural carrier or by using PS Form 3227 R Stamp Purchase Order Customers obtain PS Form 3227 R from the rural or contract delivery service carrier or by telephoning the local delivery unit to request its delivery After completing an order form and enclosing cash check or money order the customer places the sealed envelope in his or her mailbox with the flag up Stamp orders are generally filled and returned to the customer either at the time of mail delivery by the rural carrier or within 1 business day Postmasters must maintain a supply of PS Form 3227 R for use in filling customers telephone requests for the form or for rural delivery carriers to use as required Postmasters must requisition PS Form 3227 Stamp Purchase Order from the Material Distribution Center MDC The MDC applies limits to order quantities depending on the CAG level of the requisitioning office Since actual need may not be determined by such limits districts must order puffer supplies of forms in order to serve those units receiving too few 15 6 Stamps on Consignment
159. ost Office Box Service and Caller Service Fee Groups The online version of Publication 431 is dated January 31 2008 Changes made after January 31 2008 will be published in 59 10 4 2 60 10 4 2 Retail Operations Handbook the Postal Bulletin Publication 431 is currently available on the Postal Service PolicyNet Web site a Goto http blue usps gov b In the left hand column under Essential Links click PolicyNet C On the PolicyNet page click on PUBS The direct URL for the Postal Service PolicyNet Web site is http blue usps gov cpim Employees are encouraged to send their PO Box success stories to poboxsuccessQusps gov so that their stories can be shared with other Post Offices to help grow revenue Premium Forwarding Service Retail associates can generate revenue for the Postal Service and help residential customers at the same time by offering Premium Forwarding Service PFS as an option to temporary forwarding and hold mail services Customers can apply for PFS service for a minimum of 2 weeks up to 1 full year With PFS all mail is reshipped from a customer s home Post Office to his or her temporary address on a weekly basis via Priority Mail There are some exceptions for example mail requiring a scan such as Express Mail and Registered Mail is reshipped immediately Unlike Temporary Forwarding PFS enables customers to receive all of their mail while they are away from home Mai
160. ostmaster or designated Postal Service representative Customers may file for themselves or for their children under 19 who live with them or who are under their care custody or supervision An authorized officer agent fiduciary surviving spouse or other representative may file on behalf of a corporation firm association estate or deceased or incompetent addressee After a customer is on the list for 30 days any mailer who sends them unsolicited sexually oriented advertisements is subject to criminal sanctions under 39 U S C 3011 and 18 U S C 1735 371 This prohibitory order remains in effect for 5 years unless the customer asks to have it removed At the end of 5 years customers must file again to have the names reinstated Unsolicited Mail Federal law prohibits the shipment of unordered merchandise Such a practice may constitute an unfair trade practice Merchandise mailed in violation of the U S Code may be treated as a gift by the recipient without any obligation to the sender The laws governing this practice are enforced by the Federal Trade Commission Direct Marketing Remove Name Some consumers would like to receive less advertising mail at home Mail Preference Service a service of the Direct Marketing Association helps decrease the amount of national nonprofit or commercial mail customers receive To register with the name removal file customers should write to the following MAIL PREFERENCE SERVICE DIRE
161. ount Identifier Codes Exhibit 11 7 1 lists the AlCs in which to record the sale of packaging products and describes how to control these products Exhibit 11 7 1 Product Revenue Account Identifier Codes Revenue AICs Master Title Controls 093 Packaging Product Sales Packaging products are accountable items that 098 Postal Related Merchandise Sales must be controlled as follows 231 Official Licensed Retail Products m Provide security m Record sales m Maintain records for packaging product activities m Physically count packaging products AIC 093 each quarter October 2012 65 11 7 2 11 8 Passports 11 7 2 Retail Operations Handbook Quarterly Count and Analysis Each quarter RAs should do the following a Count all unsold packaging products and compute the inventory b Takean inventory of all items C Multiply the net decrease inventory change minus items returned at each selling price of the item d Compare the result to the amount entered to AIC 093 for the postal quarter e Analyze and document the differences to determine the cause e g pilferage inaccurate recording of stock received or shipped or failure to identify revenue correctly at the point of sale Note Packaging Products AIC 093 POSR automatic replenishment Offices Audit Procedure will include quarterly count and spot audits upon request Postal Service Headquarters coordinating with the Department of State Headquarte
162. out of sight of the customer either on the waist or as prescribed by the installation head At installations in which Postal Service police officers are assigned access control functions all employees are required to display their identification to the officer when entering the facility or grounds Employees are not required to display their full name to the general public Handbook PO 209 4 Duties 4 1 Revenue Protection and Assurance All Postal Service employees are responsible for preventing the loss of revenue by identifying and collecting short or unpaid postage and fees uncanceled stamps and misclassified mail Examples of revenue loss include the following Uncanceled stamps Short paid mail Unbalanced scales Improperly prepared bulk mailings Unapplied surcharges Uncollected Post Office box rent Failure to block out Post Office boxes when fees are past due 1 ME LEE EE ME Failure to close Post Office boxes in a timely manner Assessment of wrong prices Shortcuts Failure to know classes of mail Failure to offer value added services Failure to follow procedures Permit imprint mail deposited in collection boxes Failure to inquire about customers mailing needs Failure to have Postal Service products available nvoonpg Use of outdated materials e g charts and forms Retail associates must deposit all cash excluding authorized cash reserve checks and cashed items into the official b
163. peal must be filed within 60 days of the date of the original decision If a customer receives a check for less than the claimed amount the customer may file a check protest appeal by submitting a written letter within 60 days of the date of the check to the following address CHECK PROTEST ACCOUNTING SERVICES PO BOX 80140 ST LOUIS MO 63180 0140 International Claims Customers must contact the International Inquiry Center IIC at 800 222 1811 to report the loss damage or rifling missing contents of articles mailed from the United States to another country via Global Express Guaranteed GXG Express Mail International EMI Priority Mail International PMI insured or ordinary parcels and Registered Mail Inquiries are not accepted for ordinary letters Priority Mail international flat rate envelopes Priority Mail International small flat rate boxes or M bags Customers will be asked to provide the following information a Mailing receipt number or item barcode number of the article 113 17 5 2 1 114 17 5 2 1 17 5 2 2 Retail Operations Handbook b Names and address of the mailer and the addressee Date of mailing d Thetelephone number where the customer filing the inquiry can be contacted If a U S customer has possession of the article in cases of return to sender the claim may be initiated at any Post Office by completing a PS Form 1000 Before initiating an inquiry about an article maile
164. pense account and Accounting Services handles check collection and resolution Field unit employees must not accept payment from the customer for returned checks that have been placed for collection All funds received as a result of check collection attempts for these checks are credited to a servicewide expense account Refer to Handbook F 101 part 9 3 5 for the handling of returned checks Accounting Services generates a national bad check list The list is sorted by area and forwarded to each district finance manager DFM or designee for distribution within their district Accounting Services removes customers from the bad check list once their debt is paid However local management may continue to keep a customer on the bad check list at their discretion by manually adding it to the list received from Accounting Services 11 13 Domestic and International Money Orders 70 Postal money orders can only be purchased using the following payment methods U S currency and coins U S Treasury checks Traveler s checks payable in U S dollars American Express gift checks payable in U S dollars Pin based debit cards Note Traveler s checks and American Express gift checks are accepted only when at least 50 percent of the face value is used to purchase postal products and services 920 5 p The maximum amount of any single domestic money order is 1 000 Customers who wish to purchase postal money orders S
165. performed Multiple Postmarks Additional postmarks may be applied to items bearing previously canceled postage on a hand back basis only if unused postage equal to the domestic First Class Mail letter rate is affixed Items bearing multiple postmarks may not be mailed Additional information regarding philatelic postmarks can be found in the DMM or Handbook PO 230 Pictorial Postmarks 18 11 Required Merchandising Displays Philatelic centers must have displays to feature the stamps currently available for sale All centers should also display all available stationery items and philatelic products The products should be attractively but securely arranged in displayed cases counters and shelves with packaged products being prominently featured Ensure that all displays are current Outdated displays create confusion and draw complaints 18 12 Operational and Financial Procedures 128 18 12 1 Accountability Philatelic centers should maintain an adequate level of stamp stock stationery and philatelic products to encourage philatelic interest to meet the needs of collectors For each philatelic center authorized at their office postmasters may maintain a postage stock of up to 125 000 in excess of normal authorized stock limits Handbook PO 209 Philatelic 18 12 2 18 13 4 Retail Associate Accountability All retail associates working in philatelic centers other than Postal Stores are fully accou
166. piece identifiable 96 Handbook PO 209 14 End of Day Requirements 14 1 Remit Funds All funds must be removed from the cash drawer and remitted daily Cash must be counted in a secure area away from the counter line A checklist must be maintained in each office Verify each check against the list Associates verify checks against the list printed from the retail equipment e g point of sale POS integrated retail transaction IRT and calculator Submit remittances to the designated closeout person The receipt of the funds must be verified and acknowledged by the designated closeout employee If the designated closeout employee leaves prior to the unit closeout any funds accepted earlier from remittances must be transferred to the final closeout employee The closeout employee verifies and initials AIC 751 752 on the retail associate s RA s copy of PS Form 1412 Daily Financial Report This becomes documentation for the final unit PS Form 1412 14 2 Retail Associate Closeout Individual RAs must prepare PS Form 1412 whenever financial transactions are performed at the postal retail unit PRU RAs must verify PS Form 1412 entries against supporting documentation prior to submission of the final PS Form 1412 Account identifier codes AlCs associated with stamp and retail sales will not have supporting documentation RAs must be identified by name or clerk number on all PS Form 1412 supporting documentation e g
167. port The retail associate must also complete PS Form 8105 B if a customer is purchasing large quantities of small denominational money orders 6 5 Stock and Levels of Security 24 Ensure that these descending levels of security in your installation are followed a Level 1 Burglar resistant chests in fireproof safes or security containers located in walk in vaults Handbook PO 209 Security and Safety 6 6 Mail 6 6 2 b Level2 Postal Service standard vaults or security containers C Level 3 Security chests or burglar resistant chest portion of fireproof safes d Level 4 Fireproof safes or vaults not built to Postal Service standards e Level 5 Lockable metal cabinets and file drawers Stamp stock should not be left in the open unless shrink wrapped in a Postal Store setting and stored in a secure location Certain items must be given priority of protection over others and managers are responsible for assuring that protective equipment is on hand for providing maximum security Exhibit 6 5 lists the priorities of protection for accountable items Exhibit 6 5 Priorities of Protection Priority Accountable Item 1 Postal funds e g cash checks and money orders credit and debit card receipts and blank money order forms 2 Postage stamps international reply coupons migratory bird hunting and conservation stamps e g bird stamps and philatelic products 3 Stamped envelopes stamped
168. purchase of postal money orders b Customer checks must be made payable to U S Postal Service or Postmaster c Traveler s checks and AMEX gift checks are accepted only when at least 50 percent of the face value is used to purchase Postal Service products or services d Checks may be accepted for payment of a Collect on Delivery COD item provided the check is made payable to the sender e Checks that have been mailed in for payments must be endorsed by mail on the face Checks Prohibited for Cashing Do not cash the following types of checks a Checks that appear altered b Checks from a third party C Checks for anyone other than the payee s named on the face d Checks for which the signature on the ID does not match the signature on the check 69 11 12 3 11 12 3 Retail Operations Handbook e Checks for more than the amount imprinted as a limit on the face of the document f Checks payable to a business an organization society institution government agency corporation LLC or others or partnership These items must be deposited or negotiated at their bank or financial institution g Checks issued by an employee Refer to Handbook F 101 subchapter 9 3 for detailed procedures for accepting and cashing checks Returned Customer Checks and Bad Check List Returned checks are customer checks returned from Postal Service bank accounts Returned checks are debited to a servicewide ex
169. r floats collectors may save it in the centers of the collectible which is a block of six Plate Blocks and Marginal Markings Plate number blocks and other marginal markings i e copyright that may be accumulated from previous sales are sheets that are broken in the normal course of business Sheets of stamps should not be broken specifically to provide plate blocks or marginal markings to customers A new sheet may be broken to sell a plate block only if there are no stamps remaining from previously broken sheets It is more advantageous to sell marginal inscriptions as strips two stamps wide rather than as blocks Blocks will be sold on a first come basis only Each customer may buy one matched set of four marginal strips for any stamp in stock There are no limitations on the sale of plate blocks of stamps having denominations from 1 00 to 10 00 See the USA Philatelic Catalog Coiled Stamps Philatelic centers may open coils of stamps as requested and sell any number to a customer with the exception of coils having fractional denominations such as the 10 1 and the 12 5 These must be sold only in multiples of 10 stamps To guarantee receipt of line pairs or line markings on coils the following minimum purchases are required a Any fractional denomination minimum of 30 stamps b 1 00 minimum of 6 stamps C All other denominations minimum of 25 stamps Note A line marking is a vertical line of color appea
170. r security fencing 29 6 11 2 30 6 11 2 6 11 3 6 11 3 1 6 11 3 2 6 11 3 3 6 11 3 4 Retail Operations Handbook Parking and Grounds Customer employee and Postal Service vehicle parking and maneuvering areas must be separate from one another Locate parking areas close to their respective entrances into the building Postal Service employee vehicles may not be parked with highway contract route vehicles motor vehicle service or other commercial vehicles Facilities less than 9 000 square feet are exempt from this requirement Plants trees and shrubs must not provide points of concealment or unauthorized entry to the facility secure grounds or Postal Service assets Securing Equipment Safes Security containers safes are used to store all money stamp stock Registered Mail items national security documents evidence and other accountable items identified by the Postal Inspection Service Security containers are required when a vault is not needed to store the office accountable items Ensure that safes and vaults are fully locked at the end of the day Give the dial at least two complete turns in each direction During business hours all safes must remain closed and day locked Round Date Stamp The all purpose date stamp is used for stamping the customer copy of receipts for services such as Certified Mail service or Delivery Confirmation service This stamp is also used for Registered Mail ser
171. rding to planograms C Stock displays before opening or after closing hours If items become empty during hours of operation restock accordingly October 2012 91 13 9 Retail Operations Handbook Keep displays neat and clean Fill holes by spreading product out until additional stock arrives Prevent product overlap Avoid overstocking a peg soe po Replace damaged and dog eared items At the lobby and retail counter do the following a Arrange similar items on a fixture with the lightest colors at the top and the darkest at the bottom b Keep the display physically balanced 13 9 Retail Merchandise 13 9 1 13 9 2 13 9 3 13 10 Vending Retail Products The Postal Service licenses selected vendors to produce merchandise that displays Postal Service trademarks stamps and images Such merchandise or its packaging carries a hang tag or label or otherwise states that the item is under license from the Postal Service When purchasing merchandise displaying a trademark stamp design or other pictorial or graphic image owned or used by the Postal Service employees must ensure the merchandise is officially licensed by the Postal Service No locally produced items may be sold in Post Offices Only merchandise that has been assigned an item number by HQ Retail may be sold in Postal Service lobbies Shipping Supplies All shipping supplies are ordered from a single vendor The result is a standardized s
172. requires a funding commitment from the district manager or other authorizing office Updates are posted on the contract postal access channel CPAC Web page and also on Blueshare Publication 156 is available on the Postal Service PolicyNet Web site at http blue usps gov cpim click Pubs 15 9 Mobile Retail Units For special events holidays etc the Postal Service provides service by taking the Post Office to customers Most districts have equipment for a mobile retail unit Contact your district retail office for availability of a mobile retail unit 104 Handbook PO 209 Alternative Access Channels 15 12 15 10 Postal Service Web Site The Postal Service Web site http www usps com provides a full set of services for Postal Service customers Interactive pages include lookup functions for ZIP Codes Post Offices APCs PO Box availability and fees Passport Offices and Track and Confirm Customers can purchase stamps through the Postal Store print online postage with Click N Ship reference Postal Service manuals forms and publications use domestic and international rate calculators submit online change of address forms place mail on hold request redelivery order expedited packaging supplies and more Other key pages include prices in a variety of formats price information national job postings print on demand portable document format forms a wide range of Postal Service publications and complete cons
173. ring at intervals of 25 stamps made by the joint seam where the printing plates meet on the rotary press The line pair consists of one coil stamp on each side of the line marking There are no line markings on multicolored coil stamps Plate numbers began to appear on all coils that were produced after 1981 Some single color coil stamps do not have line markings For those that do the plate number appears adjacent to the line marking at intervals of 24 stamps Plate numbers also appear at intervals of 48 and 52 stamps depending on the press As the older rotary presses are replaced over the next several years line markings will cease to appear on coil stamps only the plate number will appear Precanceled Stamps The sales policy described in the POM part 222 applies with the exception that coils of precanceled stamps may be opened for the sale of individual stamps to collectors Handbook PO 209 Philatelic October 2012 18 10 1 13 18 10 2 18 10 2 1 18 10 2 2 18 10 2 2 Precanceled Stamped Envelopes Philatelic centers cannot sell full box lots of precanceled stamped envelopes to collectors Precanceled stamped envelopes should be sold in amounts less than 500 and the selling price of a single precanceled stamped envelope will be the price listed for each appropriate size and type in the current issue of the USA Philatelic Catalog More information regarding the sale of stamped envelopes can be found in Hand
174. rom the unit reserve The RA assigned to the mobile role receives the stock A different non mobile RA will provide working cash to make change by entering AIC 647 on the retail floor stock segment or other segment and give the cash to the mobile RA the RA with the mobile van segment The mobile RA enters AIC 247 to offset The cash becomes part of the mobile segment The transactions from the manual PS Form 1412 must be entered into POS at the host office at the end of each day Transactions tendered by check must be entered individually and isolated according to stop Revenue for each stop must be segregated and entered as separate transactions i e if the mobile retail van route has four stops for the day there will be at least four separate transactions entered into POS at the end of the day Transactions tendered by cash can be entered one of two ways a Enter each individual product sold as shown on the tracking sheet October 2012 133 19 6 Retail Operations Handbook b Review the tracking sheet consolidate by product and individually scan the products as one visit Transaction time is given for each line item scan For example a mobile van has two stops for the day At the first stop the RA makes eight sales three paid by check and five paid by cash At the second stop the RA makes 10 sales six paid by check and four paid by cash At the end of the day the RA will enter three transactions tendered by check and
175. rs establishes the postal operational accounting and other procedures for passport application acceptance at designated Post Offices nationwide Postmasters and station managers select and designate employees to provide passport service PS Form 5659 Daily Passport Application DS 11 Transmittal is the log of individual passport application activity for both the Department of State and the U S Postal Service See the Administrative Support Manual part 422 for detailed policy and procedures related to passports Refer to Handbook F 101 part 7 4 2 for accounting for passport fees 11 9 Financial Differences AlCs 247 and 647 66 PRUs must use the following two AICs to report adjustments related to banking and miscellaneous items a AIC 247 Financial Differences Overage b AIC 647 Financial Differences Shortage Adjustments may also be credited or debited by Accounting Services for financial adjustments related to a unit s banking transmitted PS Form 1412 transactions money orders and stock ledger discrepancies Accounting Services issues expenses to PRUs as a result of reconciling the following financial activities a Sales audit expenses Handbook PO 209 Financial Accountabilities 11 10 Banking 11 10 b Reconciliation exceptions e g banking credit and debit cards change funds and Sure Money C Stamp stock shipment exceptions stock ledger d Money order reconciliation exceptions A n
176. rsonnel e Managing stamp inventory at the kiosk If the service employee and the APC Help Desk cannot resolve a Level 1 problem or the problem has been identified as Level 2 the IBM service support representative SSR is dispatched to the site The service employee will greet and escort the IBM SSR and remain with them throughout the repair The service employee will follow the log in procedures and when prompted indicate that the IBM SSR is present When the IBM SSR completes the service activity the service employee along with the IBM SSR will record the problem resolution through the use of the servicing screens 7 162 Ordering Supplies 7 16 2 1 Automated Postal Center Consumables Service employees are responsible for ordering consumables cleaning supplies and ordering stamp stock APC consumables from the MDC using the touch tone order entry TTOE system Managers should refer to the listing of consumables at http eagnmnsxfbO apc index asp the postmaster unit to order consumables used in the APC 7 16 2 2 Cleaning Supplies The machine requires periodic cleaning Keeping the exterior and interior parts clean will ensure optimal performance and improve customer appeal Service employees should perform periodic cleaning in accordance with the APC Cleaning Manual available at http eagnmnsxfbO apc index asp 7163 Help Desk Support The help desk identifies the problem orders replacement parts refers a problem to
177. s 2 SCRVATION wuts hoi ide Sires Ode Seale eM a Observation eum eorura 11 5 Self Service Postal Centers and Vending Credits llle 11 6 Postage Products 11 6 1 Overview 11 6 2 Revenue Account Identifier Codes 11 7 Packaging Products 11 7 1 Revenue Account Identifier Codes 11 7 2 Quarterly Count and Analysis 11 8 Passports llllseslssusus 11 9 Financial Differences AlCs 247 and 647 aaan n 11 10 Banking s ssim rata des 11 11 Credit and Debit Cards 11 11 1 Credit CardS o 11 11 2 PIN based Debit Cards 11 12 Checks ici enn ariy a A a 11 12 1 Check Acceptance 11 12 2 Checks Prohibited for Cashing 11 12 3 Returned Customer Checks and Bad Check LiSt o ooooooocoooomooo 11 13 Domestic and International Money Orders o ooococcccooo 11 14 Cashing Domestic and International Money Orders lille 11 14 1 All Postal Money Orders 11 14 2 Money Order Security Features 11 14 3 Money Order Verification System October 2012 55 55 55 55 56 58 58 60 61 61 61 62 62 62 63 63 63 63 64 64 64 65 65 65 66 66 66 67 68 68 68 69 69 69 70 70 71 71 72 72 Retail Operations Handbook 1115Accountable Paper w iiae Eust esterne fe aes ues E Pet onsen ale felting 73 11 15 1 Accountable Paper Definitions
178. s To inquire on the validity of a recently issued money order do the following 1 Call the Money Order Verification System at 866 459 7822 2 Press 1 for Money Order Verification 3 Enter the following information when prompted 11 digit money order serial number Exact dollar amount of the money order Issue ID number If the money order has been issued in the last 90 days and is at least 48 hours old the IVR should reply that there has been a match if the money order is a valid issue There are instances where the issuing unit s PS Form 1412 Daily Financial Report data has not updated in the system in a timely manner This will result in a nonmatch reply from the IVR system The IVR system is to serve only as an additional tool to help prevent fraud Handbook PO 209 Financial Accountabilities 11 15 2 See the Money Order Verification System Frequently Asked Questions FAQs at htto blue usps gov accounting _pdf MoneyOrderlVRFAQs paf Refer to Handbook F 101 subchapter 10 3 for procedures for money order inquiries and replacements 11 15 Accountable Paper October 2012 11 15 1 11 15 2 Accountable Paper Definitions Accountable paper is defined as Postage stock Stamped papers Nonpostal stamps Philatelic products papo Money order stock Postage stock is defined as a Postage stamps b Semipostal stamps Stamped papers are defined as a Stamped envelopes and postal
179. s for ordering from the SDO or SCC 11 17 Receiving Stock Shipments From SDO or SSC 11 171 Examining and Verifying the Shipment Examine and verify stock shipments as follows a Examine each shipping carton to ascertain that the address is correct the seal is unbroken and the contents are not damaged October 2012 75 11 17 2 76 Retail Operations Handbook b Report tampering to the U S Postal Inspection Service and Office of Inspector General immediately C Count stock and verify to the computer generated PS Form 17 Stamp Requisition Stamp Return with a witness Sign and date the PS Form 17 Enter the total value of the PS Form 17 as stock received even if the physical quantity is not the same Exhibit 11 7 1 provides specific verification procedures by item Exhibit 11 17 1 Verification Procedure by Item For this item Verify the shipment as follows Panes in sealed Follow the instructions on the package for verifying the packages contents before removing the sealed film wrapper on the individual packages Stamp booklets Count the number of booklets in the denomination and type described on the unit package Do this before breaking the package seal Coils Count the stamp coils to verify the shipment contains the quantity of coils type and denomination of stock ordered Do this before breaking the seal International reply Count the quantity contained in packages and cartons coupons Stamped envelop
180. s must be displayed on stationary flagstaffs at all Post Offices branches stations terminals garages and Postal Service facilities including leased and rented premises If the Post Office unit is located in a facility operated by the General Services Administration that agency s regulations on the display of the flag govern If the Post Office unit is located on a military base the display of the flag is governed by the military installation When employees are on duty in a Postal Service facility the flag must be displayed except in severe weather Raise the flag as soon after sunrise as practical and lower the flag at the time of closing or no later than sunset Other flags are flown below the U S flag if displayed on the same flagstaff and at the same level or lower if displayed on a separate flagstaff When the U S flag is flown at half staff all other flags are to be at half staff also When the flag is displayed the flag must be flown at half staff on the following dates a May 15 Peace Officers Memorial Day b Last Monday in May Memorial Day Observed C December 7 National Pearl Harbor Remembrance Day Although it is customary to fly the flag from sunrise to sunset the U S Code states that when a patriotic effect is desired one can display the flag around the clock however the flag should be illuminated Requisitions for new flags must be submitted by field officials to the General Services Administration
181. s processed by the provider not the Postal Service The licensee must submit the refund request within 30 days of the date s shown in the indicia Disbursements of refunds for online postage are not permitted at local units Click N Ship PC Postage Refer Click N Ship customers to the Click N Ship site Log on to www usps com clicknship and click on the MyAccount link 17 3 Exchanges 110 17 3 1 17 3 1 1 17 3 1 2 Stamp Exchanges Postal Service Fault The Post Office may correct mistakes in selling damaged defective or otherwise unserviceable stamps by exchanging stamps at full postage value Damaged in Customer s Possession Stamps that are damaged or otherwise unusable for postage because of humidity moisture or other causes while in a customer s possession may be exchanged only for an equal number of stamps of the same denomination Unusable stamps accepted from a customer under these conditions must be those on sale at Post Offices within 12 months before the transaction Quantities of the same denomination totaling over 10 in value must be returned in the same configuration as when bought e g sheets coils and booklets Each such transaction is limited to 100 worth of postage from each customer Handbook PO 209 Refunds Exchanges Claims and Inquiries 17 4 17 3 2 17 3 3 17 3 4 Exchange of Spoiled and Unused Postal Matter Unusable and spoiled stamped envelopes stamped cards
182. sical location of a philatelic center is important both for customer convenience and for efficient and profitable operation All proposed philatelic centers must be easily accessible via main and traffic arteries and have ample customer parking within walking distance accessibility for handicapped persons is important Philatelic centers must have sufficient space to display available stamps and philatelic products Locate dedicated philatelic windows in heavy traffic areas of the lobby convenient to customers Hours of Operation and Schedule The postmaster determines the schedule of operation i e days and hours a philatelic center will operate based on the following factors a Customer traffic b Staffing requirements C Regular office hours at the proposed site Any days or hours changes must be reported to the district finance number control master FNCM coordinator at least 7 days prior to the change Uniform Days and Hours Although the schedule of operation is determined at the local Post Office level uniform days and hours must be selected A uniform schedule of operation allows customers to schedule their visits Erratic early or unscheduled closings of philatelic outlets must be avoided since many collectors travel long distances to obtain the products and services provided Handbook PO 209 Philatelic 18 9 10 exclusively at these centers Whenever possible these hours should conform to those of the office A
183. siness office of the Postal Service For many customers the lobby is their only close up view of Postal Service operations therefore its appearance convenience and efficiency directly affect the Postal Service s public image To enhance corporate identity and continue the standardization process lobbies must be maintained according to established Postal Service guidelines e g paint colors signage and merchandise displays 13 2 Safety and Cleanliness 13 21 Personal and Environment All Postal Service employees are responsible to ensure that the Postal Service provide a clean and safe environment for customers and employees Business and personal flyers are not permitted in the lobby or at the retail counter Secure all lobby furniture and equipment properly to the floor to prevent them from tipping over Children must not climb onto or be placed on tables or the counterline at any time Maintain a professional work environment at each workstation Personal belongings including purses backpacks and top coats do not belong at the retail counter Playing music in Post Office lobbies brings problems therefore music is not allowed under retail standardization guidelines Playing local radio stations creates two problems a Playing music could subject the Postal Service to paying royalty fees to music publishers because artists are entitled to compensation when their music is played in public places October 2012 85
184. sk a person to remove his service animal from the premises unless 1 the animal is out of control and the animal s owner does not take effective action to control it or 2 the animal poses a direct threat to the health or safety of others In addition a retail associate may not charge an extra fee for the service animal keep the person with the service animal out of areas open to the general public or separate the person from the service animal Do not touch feed talk to or otherwise distract any service animal without the owner s permission When a person with a service animal comes into the unit retail associates should do the following a Speak directly to the person and greet him or her as you would any other customer b Provide any assistance the person might need to conduct business or purchase Postal Service products and services Remember the disabled person is responsible for the service animal s behavior Handbook PO 209 Lobby and Retail Counter 13 8 2 13 8 Retail Products and Services In an effort to increase revenue Post Offices are now selling a variety of mailing products and stamp related retail merchandise Products are shipped from a central fulfillment center and charged to each office s FED strip number Offices must follow the proper approval process prior to placing orders for merchandise 13 8 1 Forms and Labels Customers can fill out forms and address labels while they are waiting to be s
185. ssion 98 PRUs make deposits when postal funds in excess of the authorized cash reserve and or cash retained reach 100 Refer to Handbook F 101 parts 13 8 1 and 13 8 2 for authorized cash reserves and cash retained Note PS Form 1412 must be submitted on a daily basis PRUs with less than 100 are not required to make a bank deposit they must record amount into AIC 753 and submit PS Form 1412 Units should have one deposit per day unless banking requirements require a separation of cash and checks When funds exceed normal operating needs during the day advance deposits must be made in addition to regular Handbook PO 209 End of Day Requirements 14 7 deposits Offices making advance deposits and separating cash and checks may have a maximum of four bank deposits per day Refer to Handbook F 101 part 9 1 2 for bank deposit procedures 14 6 Security of Cash Drawer Stock and ReadyPost Products 14 61 Cash Drawers Cash drawers must be locked for security during temporary retail associate absences from the retail service counter and must be removed from their cabinets for overnight storage in a vault or security container Retail employees must never have access to one another s cash drawers 14 62 Stamp Stock and Money Orders Stamps postal stationery blank money orders and other accountable items must be protected at all times They may be stored in a locked drawer or cabinet for short periods during the duty
186. tags must be visible to the customer Promptness and Report as Scheduled Employees are required to be regular in attendance and report promptly as scheduled Courtesy Employees and Customers Treat both employees and customers with respect Be courteous and obliging in the performance of duties Refrain from loud talking and the use of profane language Do not engage in controversies while on duty Safety and Accident Reporting Conduct your work in a safe manner so as to not endanger yourself or others Report or correct any unsafe hazards or working conditions observed Immediately report all accidents to management Handbook PO 209 Introduction October 2012 1 4 6 1 4 7 1 4 7 Adherence to Postal Service Regulations Be knowledgeable and follow all Postal Service regulations and procedures to protect mail postal funds accountable paper and Postal Service property All employees must comply with current Aviation Mail Security instructions Vending Servicing employees operators are responsible for performing duties in accordance with Handbook PO 102 Self Service Vending Operational and Marketing Program They must complete accounting and cost and revenue reports and forms using established procedures Retail Operations Handbook This page intentionally left blank Handbook PO 209 2 Rules of Conduct 2 1 Postal Service Regulations No employee shall engage in criminal dishonest notoriously disgr
187. tal Service or while on duty will participate in any gambling activity These activities include operating a gambling device conducting or acting as an agent for a lottery or a pool conducting a game for money or property or selling or purchasing a numbered slip or ticket 2 5 Sexual Harassment Internal and External The Postal Service is committed to providing a work environment free of sexual harassment and inappropriate sexual conduct The Postal Service s workforce must be one in which all employees are treated with dignity and respect by managers subordinates and coworkers There is no place in the Postal Service s workplace for sexually intimidating embarrassing or coercive behavior Sexual harassment is against the law Employees will be subject to disciplinary action up to and including removal for engaging in sexually harassing behavior such as but not limited to the following a Making or threatening to make employment decisions based on an employee s submission to or rejection of sexual advances or requests for sexual favors b Deliberate or repeated unsolicited remarks with a sexual connotation or physical contact of a sexual nature that is unwelcome to the recipient C Behavior that creates a sustained hostile or abusive work environment SO severe or pervasive that it unreasonably interferes with or changes the conditions of one s employment Postal Service employees who believe they are the victims of s
188. tamped postal cards and embossed stamped envelopes depict the cultural and historical heritage of the United States These polices are established and governed by Stamp Services at Headquarters Uniform application of these polices provide a high degree of integrity to the entire program All employees and contractors must comply with these policies and procedures To accommodate stamp collectors and their purchasing needs philatelic centers provide collectors with a retail location where they can personally review and select stamps and stamp products for their collections 18 2 Definitions The term philatelic center is most frequently used to describe the centers in the philatelic network A philatelic center may be referred to as a Postal Shoppe Stamp Shoppe or Postique Additionally philatelic centers may be called philatelic windows 18 3 Philatelic Centers Philatelic centers generally have a retail selling area in a self contained facility Philatelic centers are normally separate from lobby window positions have special display units and sell current stamps postal stationery and philatelic products 18 4 Philatelic Window October 2012 A philatelic window is a designated retail window that sells stamps and philatelic products to stamp collectors The window is identified clearly so that customers will not go to it for other postal services Dedicated philatelic windows are maintained
189. team gathers processes analyzes and presents the information to management Based on the data collected recommendations are made on scheduling and staffing RAP surveys may indicate the need for additional personnel or the need for a reduction in work hours in certain facilities Local managers must take appropriate action to adhere to the recommendations presented October 2012 47 8 7 Retail Operations Handbook 8 7 Function 4 Customer service managers are responsible for ensuring accurate daily recording of mail volumes received in a mail distribution unit and are required to efficiently use the function 4 workforce to distribute that volume of mail Customer service activities are nonsupervisory hours of employees at Post Offices stations and branches involved in automated mechanized manual and Post Office box distribution of mail retail window and vending equipment services and miscellaneous administrative and Central Forwarding System operations Management Instruction PO 610 2009 1 Function 4 Standardized Customer Service Workload Reporting System contains the national policies and procedures for recording and reporting daily customer service workload information within Post Offices and station and branch operations To maintain the customer service workhour budget monitor clock rings and ensure proper labor distribution code LDC usage Listed in part 8 7 1 are acceptable duties for LDC 45 Listed in part 8 7 2 are
190. ucted and the balance is either returned to the unit reserve prepared for destruction or moved to the retail floor stock Responsibilities Postmasters managers and supervisors at PRUs must comply with the procedures defined in this section In addition postmasters managers and supervisors are responsible for the following a Establishing and controlling segments within the unit b Monitoring inventory levels C Ensuring proper entry of all financial transactions 83 Retail Operations Handbook d Remitting all funds in excess of authorized reserves e Monitoring operations including count procedures All PRU employees are responsible for the following a Ensuring financial integrity b Maintaining security of all postal stock funds equipment and facilities C Reporting all retail transactions d Providing receipts to each customer e Using the POS cash drawers for all daily transactions as they occur Employees are accountable for cash stamp stock and money orders directly assigned to them 12 9 Retail Floor Stock Under the retail floor stock segmented inventory accountability SIA concept two modifications are made to traditional controls a Cash is separated from stamp stock in retail credits b A shared retail floor stock replaces individual stamp credits for RAs The unit reserve stock custodian issues stock directly to the retail floor stock Although no individual RA is accountable for th
191. uctions on the PS Form 2856 Damage Report of Insured Parcel and Contents For damaged item s left at a Post Office once the claim is resolved customers may pick up their damaged item s Customer information on timelines for filing domestic claims is listed on PS Form 1000 Domestic or International Claim Customer Claims Filed Online To file a claim online customers should go to http www usps com insuranceclaims online htm A PS Form 1000 is not required for online claims because the form is built into the online system Customers may upload JPG or PDF files to provide evidence of insurance evidence of value and if applicable proof of damage or missing contents Customers may also print the completed online claim form attach the required evidence and mail to the address on the form Note Claims for Registered Mail and COD articles may not currently be filed online Customer Claims Filed by Mail To file a claim by mail customers must send a completed PS Form 1000 and all required supporting documentation to the address on the claim form Customers may obtain a PS Form 1000 at any Post Office or print the form from www usps com A direct link to the form is available to customers at http www usps com forms _pdf ps1000 paf To locate PS Form 1000 on www usps com a Goto http www usps com b Click All Products amp Services C Select Forms from the alphabetical list of products and services d
192. ucts and then thank the customers for their patronage Refer to the latest revenue generation training for additional information on sales skills 10 2 PS Forms 4000 A and 4000 B October 2012 10 2 1 10 2 2 PS Form 4000 A Retail Lobby Observation Retail lobby observations must be performed at least once every month If an office fails a retail lobby observation one should be performed weekly until the office successfully passes The purpose of a lobby observation is to review the total retail environment to include the following Waiting time in line HAZMAT Sales skills product offerings Product knowledge product explanations Promotion and merchandising opoopo Image Management or a designee completes the PS Form 4000 A Retail Lobby Observation files the form at the unit and retains the form for 2 years PS Form 4000 B Retail Employee Observation The purpose of an employee observation is to record the level of the employee s sales skills and product knowledge Management or a designee must observe each retail associate at least once each month The observation must include interaction with five consecutive customers 55 10 3 Retail Operations Handbook Note Units not meeting targets should provide more frequent observations Management should do the following a Review results of the observation with the associate within 24 hours b Compare the employee s performance with previous
193. umer information The site also provides news releases speeches and special news features The site is indexed so that users can search for specific information The functional areas participating are responsible for keeping their information accurate and up to date 15 11Post Office Express Post Office Expresses POEs are small Post Offices operated by Postal Service employees and located within retail stores typically a large busy supermarket POEs were created and designed to target consumers in their current shopping environment such as a busy grocery store POEs offer the same products and services available at traditional retail locations These services include money orders philatelic products packaging products and official licensed retail products Most POE units are open 7 days a week with evening and weekend hours that reflect local shopping patterns A request for a POE is considered by Retail Access Channels at Headquarters when all other avenues for alternate access have been exhausted A Retail Facilities Start Up questionnaire must be completed to request a new location This questionnaire is submitted to Headquarters for approval with the requested documentation Visit the Retail Operations Web site at http blue usps gov retail for more information 15 12 Approved Shippers October 2012 The Approved Shipper Program was created to protect the Postal Service brand introduce procedures to address
194. ure Money or stored value cards that total 3 000 or more during the same business day must complete a PS Form 8105 A Funds Transaction Report FTR Handbook PO 209 Financial Accountabilities 11 14 1 To comply with the Bank Secrecy Act customers must complete a PS Form 8105 A and present valid identification as follows a For all sales of money orders and Sure Money transactions totaling 3 000 or more to the same customer in the same day Fees charged for transactions do not count toward the 3 000 limit Separate transactions to one customer over the course of one day count toward the 3 000 filing threshold b When cashing money orders that total more than 10 000 per day per customer use a PS Form 8105 B Suspicious Transaction Report STR to report any potentially suspicious activity and complete the form as Soon as possible after the suspicious transaction has ended Federal law prohibits notifying the customer that a suspicious report is being completed therefore RAs must complete the PS Form 8105 B after the customer leaves the counter line Submit PS Forms 8105 A and 8105 B to the address on the front of the form the same day that the form is completed Use the most current edition of PS Forms 8105 A and 8105 B Forms may be ordered from the Material Distribution Center PRUs must log PS Form s 8105 A before submitting A sample tracking log is available on the Corporate Treasury s Web site Go to http blue usps
195. vice s public image The engaging the customer transaction includes one that is done in clean lobbies stocked with forms and supplies and by retail associates who are professionally attired friendly knowledgeable about Postal Service products and services and who know how to match these products to a customer s needs The retail professional must follow the GIST greet inquire suggest and thank model in every retail transaction All employees should refrain from loud excessive talking while on Postal Service premises Only employees that are serving customers should be in the proximity of the retail counter Playing music in the Post Office can bring on a number of problems and therefore music is not allowed Music can be distracting to customers Playing a local radio station means commercials will air in the Post Office and that airing violates the policy against commercial advertising on Postal Service property Not one particular genre of music is representative of all Postal Service customers Exceptions are digital signage test locations and Postal Service approved music from Headquarters e g Dear Santa Holiday CD 2005 How Postal Service employees answer the telephone and what the customers see and hear from Postal Service employees directly affects a customer s perception of the Postal Service Employees answering the phone should identify the office and themselves and then offer customer assistance Postal Serv
196. vice and on the daily bank deposit slip This stamp must be safeguarded at all times Do not leave the stamp on the counter where unauthorized individuals can handle it Make sure the stamp is locked at night with the other accountable items If the round date stamp becomes lost or missing immediately notify the Postal Inspection Service and Office of Inspector General Postage Meters Post Office Meter heads must always be removed and put in a secure place when leaving the office Ensure that protective equipment is used for maximum security at all locations Money Order Imprinters When not in use keep money order imprinters in a safe security container or vault If space is not available store under protection of a lock Whenever possible store money order forms and money order imprinters overnight in different security containers if the containers furnish an equal degree of security Handbook PO 209 Security and Safety October 2012 6 11 3 5 6 11 3 6 6 11 3 6 1 6 11 3 6 2 6 11 3 6 3 6 11 3 6 3 Cameras and Tapes The inspector in charge of the division in which the facility is located determines the need for quantity type and location of closed circuit television CCTV systems and cameras Retail units use CCTV systems for security CCTV systems help protect employees mail and Postal Service assets as well as deter crime Closed circuit televisions are strategically placed throughout the retail lobby
197. void the following Too many displays Clutter on bulletin boards in PO Box lobby Solicitation brochures Outdated displays 29 5 p Signage hung with visible tape 13 7 Service Animals 90 The Americans with Disabilities Act of 1990 and other federal and state laws protect the rights of people who have disabilities The Act allows a person to be accompanied by his or her service animal in places of public accommodations e g stores doctors offices taxis and buses restaurants Post Offices and other public places Service animals perform some of the functions and tasks that the individual with a disability cannot perform Service animals assist blind individuals as well as people with other disabilities Many disabilities are not visible and service animals may vary in size or breed Legally service animals are not considered pets Some of these animals perform the following a Alert persons with hearing impairments to sounds b Pull wheelchairs or carry and pick up things for persons with mobility impairments C Assist persons with mobility impairments with balance If it is not obvious that the animal is a service animal the retail associate may ask Is this a service animal necessary for a disability or Is this your pet You may not ask for proof or certification of the animal s training require special ID cards for the animal or ask about the person s disability Retail associates may not a
198. y regardless of the amount of financial activity PRUs transmit their daily financial report using the reporting technology e g POS IRT eMOVES and automated postal center approved for their unit Follow the guidelines in chapter 5 of Handbook F 101 Field Accounting Procedures 4 Maintenance of Lobby Appearance October 2012 To effectively manage Postal Service lobbies managers must ensure that retail services are available and accessible to customers in a timely efficient manner and in an orderly clean and attractive environment Ensure that the floors have been swept the office has been dusted the glass has been cleaned and the trash has been emptied Display in store messaging and products in accordance with instructions and planograms 17 4 8 Retail Operations Handbook 4 8 Maintenance of a Neat and Safe Work Area Managers are expected to maintain their facilities in a clean safe and healthful condition consistent with the conditions set forth in Handbook MS 47 Housekeeping Postal Facilities The Occupational Safety and Health Act OSHA requires that employers provide a safe and healthful workplace free of recognized hazards and follow OSHA standards Safety rules and regulations are found in Handbook EL 814 Postal Employees Guide to Safety 18 Handbook PO 209 5 Schedules 5 1 Management of Clerk Schedules October 2012 5 1 2 5 1 3 Non Point of Sale eMOVES Offices Managers shoul
199. y and retail services should be scheduled during hours most appropriate to the needs of the majority of customers in the local area Postal Service units located in a business area normally would be open during hours maintained by that business community If the postmaster manager determines that additional service hours are necessary to meet community needs he she must obtain approval from the next higher management level for increasing workhour usage if additional costs are involved Except as provided below permanent changes in the hours of operation must be approved by the district and area offices Once approved the area retail office must notify Headquarters Retail Operations of the change in hours of operation at a minimum of 30 days in advance of the change The notification is to be done via email using the Notification of Proposed Reduction in Office Hours located at http blue usps gov wps portal officehours Retail units offering Saturday delivery must continue to do so unless otherwise approved by Headquarters Retail Operations Total daily hours of service for Remotely Managed Post Office RMPOs and Part Time Post Office PTPOs on weekdays are determined by Headquarters Retail Operations The actual hours of service each weekday and weekend are determined by the district officials Offices offering Saturday delivery must continue to do so unless otherwise approved by Headquarters Retail Operations Handbook PO 209 Sch
200. y be required An envelope a cardboard box top or piece of cloth is reasonable However if a customer mails the article in a wooden box it is not reasonable to return the box as the wrapper In this situation the customer should submit a copy of the wrapper and retain the wooden box until the claim has been resolved If an inquiry does not qualify to become a claim the IIC sends a letter to the customer with the results of the inquiry investigation If the article was mailed using Express Mail International the documentation may include a completed PS Form 2861 received with the claim form from the IIC 115 17 6 Retail Operations Handbook 17 6 Notice 4314 C We Want to Know Notice 4314 C We Want To Know replaces PS Form 4314 C Consumer Service Card and promotes the following different immediate methods for customers to contact the Postal Service a Speaking to our postmaster management staff b Calling 800 ASK USPS 800 275 8777 C Visiting www usps com Ensure that Notice 4314 C is stocked in all Post Offices and make the notice available to customers upon request Resolve all person to person and telephone contacts within 14 calendar days 17 7 Call Center Program The Postal Service s toll free customer service telephone number is 800 ASK USPS 800 275 8777 Complaints service issues redelivery and vacation hold mail requests are electronically referred to local Post Offices through the MyPostOff
201. yee entrances loading dock doors and at the customer entrances as designated by the Postal Inspection Service as being high risk areas In the self service zone or near the entrance to the Post Office display the following items a Poster 7 Rules and Regulations Governing Conduct on Postal Property b Poster 158 Possession of Firearms and Other Dangerous Weapons on Postal Property Is Prohibited by Law C Poster 296 Notice of Reward Poster 313 Service Performance Sign 151 Camera Warning displayed on or below the four mandatory posters in the self service zone of offices that have closed circuit cameras that monitor transactions for operational or security purposes f Decal DEC DDD1 Aviation Mail Security displayed on every collection box or mail drop slot APC drum In the full service lobby zone display the following items a Poster 37 or 37 S Is Your Package Safe to Mail posted near the Retail counter b Label 159 Returned Checks Dollar Coin displayed at every window in every Post Office October 2012 87 13 6 2 13 6 2 Retail Operations Handbook In the PO box lobby zone display the following items a PO Box Mail Availability Up Time and PO Box Rates and Availability Signs Note The only approved versions are those from Transworld Signs and MessageMaker 3 b SSS46 Selective Service Poster Mandatory posters notices and signs must be available in Post Offices for customer access Th

PO-209: Retail Operations Handbook

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