Retail OperationsTransmittal Handbook Letter Handbook PO-209 October 2012 Transmittal Letter A. Introduction. One of the key strategies of Vision 2013 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: Go to http://blue.usps.gov. In the left-hand column under “Essential Links,” click PolicyNet. 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 Any previous applicable directive that is in conflict with this handbook is rescinded.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 F. Effective Date. This handbook is effective October 1, 2011. Dean Granholm Delivery 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 5-3 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 1-1 Overview of Duties and Responsibilities of Retail Personnel . 1 1-2 Duties of a Sales and Services Associate. 1 1-3 Duties of a Lead Sales and Services Associate . 2 1-4 Basic Retail Responsibilities . 2 1-4.1 Uniforms. 2 1-4.2 Name Tags. 2 1-4.3 Promptness and Report as Scheduled . 2 1-4.4 Courtesy (Employees and Customers) . 2 1-4.5 Safety and Accident Reporting . 2 1-4.6 Adherence to Postal Service Regulations . 3 1-4.7 Vending . 3 2 Rules of Conduct . 5 2-1 Postal Service Regulations . 5 2-2 Misuse of Postal Service Funds. 5 2-3 Political Activities . 5 2-4 Gambling. 6 2-5 Sexual Harassment (Internal and External) . 6 2-6 Suspicious Activity . 7 2-7 Standards of Ethical Conduct. 7 2-8 Unofficial Use of Postal Service Property and Supplies. 9 2-9 Public Perception . 9 3 Uniforms . 11 3-1 General Policy. 11 3-2 Retail Associates Who Work at the Retail Counter. 11 3-3 Uniform Allowance . 12 3-4 Name Tags . 12 4 Duties . 13 4-1 Revenue Protection and Assurance . 13 4-2 Sanctity and Security of the Mail . 14 4-2.1 Theft . 14 4-2.2 Destruction or Damage of Mail . 14 4-2.3 Delay of Mail . 14 October 2012 3 Retail Operations Handbook 4-3 Work Schedules . 14 4-3.1 Adherence to Fair Labor Standards Act . 15 4-3.2 Full-Time Employees . 15 4-3.3 Part-Time Employees. 15 4-4 Recording Time. 15 4-4.1 Labor Distribution Code and Functional Operations Number . 15 4-4.2 Clock Rings . 15 4-4.3 Timecards . 16 4-4.4 Disallowing Time . 16 4-4.5 Unauthorized Work Time . 16 4-4.6 Time Card Entry . 16 4-5 Meeting Dispatch Deadlines . 16 4-5.1 Lobby Drop Schedules . 16 4-5.2 Collection Boxes . 17 4-6 Proper Reporting of Funds and Receipts . 17 4-7 Maintenance of Lobby Appearance . 17 4-8 Maintenance of a Neat and Safe Work Area. 18 5 Schedules . 19 5-1 Management of Clerk Schedules . 19 5-1.1 Non–Point-of-Sale/eMOVES Offices . 19 5-1.2 Point-of-Sale Offices . 19 5-1.3 Point-of-Sale and Non–Point-of-Sale Offices . 19 5-2 Adherence to Postal Service Schedules. 20 5-2.1 Work. 20 5-2.2 Collection . 20 5-2.3 Dispatch. 20 5-3 Office Hours . 20 5-4 Lobby and PO Box . 21 5-4.1 Standards for Box Service . ..