Administrative Post Office (APO) and Remotely Managed Post Office (RMPO) Training Program

Administrator’s Guide October, 2012 United States Postal Service Professional & Skills Development 475 L’Enfant Plaza, SW Washington, DC 20260-4201

Use of Training Materials These training course materials are intended to be used for training purposes only. They have been prepared in conformance with existing USPS policies and standards and do not represent the establishment of new regulations or policies.

Copyright 2012 by the United States Postal Service, Washington DC 20260-4215 All rights reserved. No part of this publication may be reproduced in any form or by any means without permission, in writing, from Employee Resource Management. Certain parts of this publication may contain copyrighted materials from other sources the reproduction of which for this specific training use has been interpreted not to exceed the fair use clause of the copyright regulation (Ref. 371.5 ASM).

A Commitment to Diversity The Postal Service is committed to fostering and achieving a work and learning environment that respects and values a diverse workforce. Valuing and managing diversity in the Postal Service means that we will build an inclusive environment that respects the uniqueness of every individual and encourages the contributions, experiences and perspectives of all people. It is essential that our work and learning environments be free from discrimination and harassment on any basis. In our classrooms, on the workroom floor, in casual conversation and in formal meetings, employees and faculty are asked to encourage an open learning environment that is supportive of everyone. Course materials and lectures, classroom debates and casual conversation should always reflect the commitment to safety and freedom from discrimination, sexual harassment and harassment on any prohibited basis. Facilitators and class participants are expected to support this commitment. If you find course material that is presented in the classroom or in selfinstructional format that does not follow these guidelines, please let a facilitator know immediately. If classroom discussions do not support these principles please point that out to the facilitator as well. Diversity is a source of strength for our organization. Diversity promotes innovation, creativity, productivity and growth, and enables a broadening of existing concepts. The Postal Service’s policy is to value the diversity of our employees, customers and suppliers, and to do what is right for our employees and the communities we serve, thereby ensuring a competitive advantage in the global marketplace.

Table of Contents Purpose of Guide................................................................................ 1 Purpose of Course .............................................................................. 1 Course Structure................................................................................. 1 Course Description ............................................................................. 2 Blended Learning .............................................................................. 3 Assessment of Employee Skills .......................................................... 4 Training Access ................................................................................. 5

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Purpose of Guide This guide is designed to provide instructions to USPS managers, training staff, functional facilitators, and other field personnel with the policies and procedures for administration of this Administrative Post Office (APO) and Remotely Managed Post Office (RMPO) Training Programs. The success of these programs requires the cooperative efforts of Headquarters and area officials, district managers, and training managers. These instructions are designed to enhance the effectiveness of these cooperative efforts.

Purpose of Training This training was designed to provide postmasters of APOs and individuals who manage RMPOs, such as career evaluated postmasters (EPMs) or non-career, postmaster reliefs (PMRs), with the knowledge and skills needed to effectively and efficiently perform core responsibilities. In addition, the APO modules cover financial responsibilities, APO clusters, efficient operations, and personnel management in support of PostPlan implementation.

Course Structure The APO and RMPO training has been developed using a blended learning approach that includes new and existing e-learning courses, virtual learning courses, short self-study guides, job aids, and other performance support tools, along with on-the-job training. The eLearning training modules are accessed via the USPS Learning Management System (LMS). It is mandatory that all learners begin with courses within the “Welcome to USPS” module, followed by courses related to core duties and responsibilities. Based upon specific needs in their environment, the remaining modules should be sequenced in consultation with the learner’s manager, postmaster, or MPOO. The three RMPO modules include: 1. Welcome to USPS 2. Your Success as a PMR or EPM 3. Core Roles and Responsibilities See Appendix A – RMPO Training Curriculum

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APO/RMPO

The APO modules address a more robust variety of competencies, relative to the myriad duties and responsibilities associated with the operations of an APO under the leadership of a postmaster. Modules include: 1. Welcome to USPS 2. Understanding Core Responsibilities 3. Managing Your Financial Responsibilities 4. Growing Your APO Cluster 5. Promoting Efficient Operations 6. Managing and Developing Your People See Appendix B – APO Training Curriculum

Course Description This training program is a collaborative effort of the PostPlan workgroup and experienced postmasters across all levels. As determined under the PostPlan initiative, an administrative post office (APO) is a Level EAS 18 or above post office that has administrative responsibilities for a cluster of up to approximately ten post offices, which are referred to as remotely managed post offices (RMPO). Each RMPO is staffed by a career evaluated postmaster (EPM) or a non-career, postmaster relief (PMR). These individuals report directly to the postmaster of an APO. RMPOs offer window hours commensurate with the community needs in two-hour, four-hour, or six-hour increments. The hours for each RMPO are determined by the district. EPMs are assigned to RMPOs with six-hour window operations, while PMRs staff two- or four-hour RMPOs. The training program has been organized as two distinct curriculum paths – one for postmasters of APOS, and one for individuals who staff RMPOs. The APO curriculum consists of six training modules with an approximate total training duration of 86.0 hours. The RMPO curriculum contains three modules, with an approximate total training duration of 33.5 hours. Learners will not be required to re-take courses that they successfully completed before the launch of this training program.

Administrator’s Guide

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APO/RMPO

The APO and RMPO Training has been set up in the Learning Management System as a training program, which means as employees complete each eLearning course, they will receive credit for that training. An Excel spreadsheet containing a list of courses (and the amount of time needed to complete each course) is available through a link on the APO and RMPO Training Website. Completion of all of the courses and modules leads to mastery level knowledge of selected, related competencies.

Blended Learning One way the US Postal Service acknowledges the needs of adult learners and their individual learning styles is by adopting a new approach to training. This approach involves moving away from relying solely on traditional classroom instructor-led environments and providing the opportunity to gain new knowledge and skills through a variety of learning modalities. This type of learning environment is called blended learning. Blended learning combines online delivery of content while including some live instruction to personalize the learning experience, allow for reflection of the content learned, and differentiate the learning through recognizing individual differences and learning preferences. This is often achieved by offering the learner virtual and physical resources. Such resources can provide individual learning through reading print materials, watching videos, or listening to podcasts. This APO and RMPO training program blends delivery modalities such as eLearning courses and virtual learning with paper-based materials and on-the-job solutions.

eLearning eLearning provides employees a broad array of solutions to enhance knowledge and performance without incurring the expense of travel. Technological media, including video, audio and digital communication, are tools used to enhance employee’s eLearning experience and allow the employee to learn at their own pace.

Virtual Learning This delivery method for learning allows employees to attend a course via computer and phone line, and includes tools that engage employees to interact with peers and instructors while learning. In addition, it provides greater flexibility in scheduling of courses, while reducing travel costs and lost work time.

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APO/RMPO

This computer-mediated learning environment, accessible through an employee’s learning portal, features visualization, audio, and interactive components such as polling, breakout rooms and chat. The National Center for Employee Development (NCED) will schedule Virtual Learning Room (VLR) training sessions, and will ensure provision of any required materials.

On-the-Job Training On-the-job training occurs in the work unit while an employee performs tasks under guidance from a peer or manager. Learners gain new skills through hands-on practice, demonstration, and observation.

Self-Study The term “self-study” refers to examination of materials such as printed documents, books, job aids, videos, and other resources that impart information to an employee.

Assessment of Employee Skills This training program includes an APO and RMPO Skills Assessment Matrix. MPOOs responsible for on-boarding postmasters, and postmasters responsible for on-boarding staff who work in remotely managed post offices (RMPOs), should use this matrix to assess their assigned employees’ strengths and areas for improvement in major skill and task areas related to their jobs. The skills matrix provides a snapshot of developmental opportunities and areas of strengths. The design of the matrix includes identification of specific training offered to the employee, aligned with supervisory and/or managerial competencies that measure a particular skill during the training experience. The skill matrix is available via the APO and RMPO training web page and through the Training Materials web site.

Administrator’s Guide

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APO/RMPO

Training Access Employees will need access to USPS advanced computing environment (ACE) computers to complete the VLR and eLearning courses. All coursework should be completed while the employee is on-the-clock. The training may be completed at the Postal Employee Development Center or at the employee’s duty station; this may be determined locally. The APO and RMPO Training Program is available through the USPS Intranet web-based interface, using a valid ACE logon ID and password. Visit the APO RMPO website for more information. From the APO RMPO web page, learners access the training by clicking on the most appropriate link. Postmasters at an APO should click on the APO button; CPMs or PMRs assigned to an RMPO should click on the RMPO link.

Figure 1 APO RMPO Training Program Access Page on Blue

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APO/RMPO

Once the respective training landing page is accessed (see Figures 2 and 3 below), learners can link to an Excel spreadsheet which lists the courses that comprise the training program. The list outlines the modules, courses, and approximate duration time for each course. This spreadsheet can be printed as a reference for the learner and their manager. Self-study items are embedded in the Excel spreadsheet and are accessible through links which point the learner to files residing on the Website.

Figure 2 APO Landing Page

Figure 3 RMPO Landing Page

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Course or Job Aid Title LAW:EEO:USPS EAP: USPS Ethical Conduct USPS Employees Working as a Team, Moving the Mail Code of Conduct USPS Understanding the USPS

Embracing Organizational Change Time Management: Planning & Prioritizing your Time

Volume Recording Service Standards FIN: Field: Timekeeping FIN: Field: Stamp Stock Management POS WebBATs FIN: Field: Customer Trust Non-PostalOne! FIN: Field: Unit 1412 Closeout for POS Hazardous Materials (HAZMAT) Emergency Response in the Workplace Growing the Business Maximizing Your Contribution to USPS National Color Code Policy CPMS - Collection Point Management System SPMS and Final Sweep/Hot Case PowerPoint Prepare Dispatch (Refer to District/Area Guideline) Dispatch Closeout Scan Contract Delivery Service Using Guides, Handsbooks and Other Pub (F) Customer Service Over the Phone POS One Front Office POS Back Office Lobby and Facility Maintenance Checklist (A) Political Log (D&E)

Module Name Welcome to USPS Welcome to USPS Welcome to USPS Welcome to USPS Welcome to USPS Welcome to USPS

Your Success as a PMR Your Success as a PMR

Administrator’s Guide

Core Roles/Responsibilities Core Roles/Responsibilities Core Roles/Responsibilities Core Roles/Responsibilities Core Roles/Responsibilities Core Roles/Responsibilities Core Roles/Responsibilities Core Roles/Responsibilities Core Roles/Responsibilities Core Roles/Responsibilities Core Roles/Responsibilities Core Roles/Responsibilities Core Roles/Responsibilities Core Roles/Responsibilities Core Roles/Responsibilities Core Roles/Responsibilities Core Roles/Responsibilities Core Roles/Responsibilities Core Roles/Responsibilities Core Roles/Responsibilities Core Roles/Responsibilities Core Roles/Responsibilities Core Roles/Responsibilities

10021230 1820157 10019051 10019052 10018189 10019062 10019064 1820134 10019771 10019886 10020347 10019137 10014932 N/A N/A N/A 10014946 N/A 3622166 4120166 4120165 N/A N/A

3624124 3622778

Course # 10019887 10020310 10019883 10020307 10019884 10019885

REMOTELY MANAGED POST OFFICE TRAINING CURRICULUM

0.25 hour 2 hours .5 hours 1 hour 6 hours 2 hours 0.5 hour 0.5 hour

1.5 hours .50 hours 1 hour 2 hours 1 hour 1.25 hours 1.5 hours 0.75 hour .50 hours 1 hour .25 hour 1 hour 1 hour .50 hours

1 hour 1 hour

Length 1 hour 0.5 hour 1.5 hour 0.75 hour 0.5 hour 0.5 hour

Self-Study Self-Study

VLR E E E E E E E E E E E E Self-Study Self-Study Self-Study Self-Study in LMS Self-Study E E

E E

Modality E E E E E E

APO/RMPO

Appendix A – RMPO Training Curriculum

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Administrator’s Guide Ethical Conduct USPS Employees Working as a Team, Moving the Mail Code of Conduct USPS

Workplace Conflict: Strategies for Resolving Conflict Preparing for Organizational Change Time Management: Planning & Prioritizing your Time Hazardous Materials (HAZMAT) Growing the Business Maximizing Your Contribution to USPS Understanding the Postmaster Tradition (G) Facilitating Meetings (B) Working with the OIG, USPIS, and ICG (C) Understanding the USPS EHS Front End (Accident & Incident Reporting) Safety for Supervisors Retail Data Mart Modules 1 & 2 Retail Data Mart Module 3 Retail Data Mart Module 4 Retail Data Mart Module 5 FIN: Field: Unit Purchases & Payments FIN: Field: Financial Differences AIC 247/647 FIN: Field: Employee Items FIN: Field: Money Order Management FIN: Field: Daily Financial Reporting FIN: Field: Accountability Overview FIN: Field: Customer Trust PostalOne! FIN: Field: Customer Trust Non-PostalOne! FIN: Field: Unit 1412 Closeout for POS FIN: Field: Financial Security

Welcome to USPS Welcome to USPS Welcome to USPS

Understanding Core Responsibilities Understanding Core Responsibilities Understanding Core Responsibilities Understanding Core Responsibilities Understanding Core Responsibilities Understanding Core Responsibilities Understanding Core Responsibilities Understanding Core Responsibilities Understanding Core Responsibilities Understanding Core Responsibilities Understanding Core Responsibilities Understanding Core Responsibilities

Managing Your Managing Your Managing Your Managing Your Managing Your Managing Your Managing Your Managing Your Managing Your Managing Your Managing Your Managing Your Managing Your Managing Your Retail Performance Indicators Service Standards Service Measurements and Reporting

FIN: Field: Timekeeping ERMS Supervisor Training DEL: COARS (Change of Address Reporting System)

Growing Your APO Cluster Growing Your APO Cluster Growing Your APO Cluster

Promoting Efficient Operations Promoting Efficient Operations Promoting Efficient Operations

Financial Responsibilites Financial Responsibilites Financial Responsibilites Financial Responsibilites Financial Responsibilites Financial Responsibilites Financial Responsibilites Financial Responsibilites Financial Responsibilites Financial Responsibilites Financial Responsibilites Financial Responsibilites Financial Responsibilites Financial Responsibilites

Course or Job Aid Title

Module Name

ADMINISTRATIVE POST OFFICE TRAINING CURRICULUM

10019051 10018785 10021193

1753222 1820157 1820158

10017860 10017861 10017862 10017863 10019053 10019057 10019059 10019055 10019060 10019058 10019061 10019062 10019064 10019056

3622080 3622787 3622778 1820134 10019886 10020347 Self Study Job Aid Self Study 10019885 10019704 10017513

10019883 10020307 10019884

Course #

1 hour 4 hours .50 hours

1.5 hours .50 hours .50 hours

2 hours 1.5 hours 1.5 hours 1.0 hours 1.25 hours 1.5 hours 1.5 hours 1.5 hours 1.5 hours 1 hour 1.25 hours 1.25 hours 1.5 hours 1.5 hours

1 hour 1 hour 1 hour .25 hour 1 hour .25 hour 0.25 hour 0.5 hour 0.25 hour 0.5 hour 1 hour 2.5 hours

1.5 hours 0.75 hour 0.5 hour

Length

E E E

E E E

E E E E E E E E E E E E E E

E E E E E E Self Study Self Study Self Study E E E

E E E

Modality

APO/RMPO

Appendix B – APO Training Curriculum – Page 1

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Administrator’s Guide Leadership Essentials: Motivating Employees Interpersonal Communication: Targeting Your Message LAW:EEO:USPS EAP: USPS Business Coaching:Building the Coaching Relationship Essentials: Conducting an Effective Interview

Managing/Developing Your Managing/Developing Your Managing/Developing Your Managing/Developing Your Managing/Developing Your Managing/Developing Your

People People People People People People

Promoting Efficient Operations Promoting Efficient Operations Promoting Efficient Operations Promoting Efficient Operations Promoting Efficient Operations Promoting Efficient Operations Promoting Efficient Operations Promoting Efficient Operations

Promoting Efficient Operations Promoting Efficient Operations Promoting Efficient Operations Promoting Efficient Operations Promoting Efficient Operations Promoting Efficient Operations Promoting Efficient Operations Promoting Efficient Operations

Promoting Efficient Operations Promoting Efficient Operations Promoting Efficient Operations Promoting Efficient Operations Promoting Efficient Operations Promoting Efficient Operations

4000 A Retail Lobby Observation Form 4000 B Employee Observation Form Automated Vehicle Utilization System (AVUS) DEL:Delivery Oper Info System (DOIS) Volume Recording Voyager eFleet Training eBuy Approver Training eBuy Requisitioner Training Prepare Dispatch (Refer to the guidelines of district/area SOP) Dispatch Closeout Scan Political Log (D&E) National Color Code Policy NSP: Street Management Essentials of Pivoting NSP: Mail Processing Equip & IOP (Refer to Area/District IOP Guideline CSDRS - Customer Service Daily Reporting System CPMS - Collection Point Management System eUARs Contract Delivery Service Final Sweep/Hot Case (Refer to SPMS training link) MyPO Pubs Web Advance Forms 3999 & 4003 Route Inspection (Refer to Area/District Guidelines FIN: Field: Stamp Stock Management POS and WebBATs CSSOM (Customer Service Staffing Opportunity Model) CSAW (Customer Service Adjusted Workload) CSV (Customer Service Variance) CDPOM (City Delivery Pivot Opportunity Model) Fundamentals of Timekeeping

Promoting Efficient Operations Promoting Efficient Operations Promoting Efficient Operations Promoting Efficient Operations Promoting Efficient Operations Promoting Efficient Operations Promoting Efficient Operations Promoting Efficient Operations

3620472 3622075 10019887 10020310 3622485 3623585

N/A 10019052 10018189 10014947 10014945 10014948 10021147 3150105S

10020451 10020983 10014932 3820115 10014946 N/A N/A N/A

N/A 10019137 10020987 10014899

N/A

N/A N/A 10021149 10020982 10021230 10019126 34Q0106S 34Q0105

1 hour 1 hour 1 hour .50 hour 1 hour 1 hour

2 hours 1 hour .50 hours 1 hour .50 hours 2.5 hours 8 hours

1 hour 1 hour 1 hour 2 hour 2 hours .50 hours 1 hour 1 hour

.50 hours .50 hours .50 hours 1 hour 2 hours 2 hours

.50 hours .50 hours 1 hour 4 hours 1.5 hours 0.5 hour 2 hours 2 hours

E E E E E E

E E E E E E SWBT

VLR E E E Self-Study in LMS Self-Study Self-Study Self-Study

Self-Study Self-Study Self-Study E VLR E

Self-Study Self-Study E E VLR E E E

APO/RMPO

Appendix B – APO Training Curriculum – Page 2

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