Part 5. Collecting Process

Chapter 13. Collection Quality Measurement

Section 7. Advisory Embedded Quality Attribute Definitions

5.13.7  Advisory Embedded Quality Attribute Definitions

5.13.7.1  (08-31-2010)
Advisory Embedded Quality

  1. This section provides background information, procedures, and guidelines for Embedded Quality (EQ), the Embedded Quality Review System (EQRS), and the National Review Quality System (NQRS) for the Advisory operation of Advisory, Insolvency and Quality (AIQ).

  2. This section describes Embedded Quality Review System (EQRS) and National Quality Review System (NQRS) documentation guidelines for the Advisory function of Advisory, Insolvency and Quality (AIQ). Advisory collection personnel must carefully and thoroughly document all activities and decisions made throughout the course of their investigations and casework. Many parties access case files to obtain a clear picture of case issues and actions that have been taken or planned. NQRS reviewers are among these parties. These reviewers rely exclusively upon the case file and history documentation to determine adherence to Service policies and procedures as measured against NQRS attributes.

  3. The Embedded Quality (EQ) attributes are based on the IRM, functional handbooks, and other official procedural guidelines. Developers relied heavily on the same guidance in drafting specific documentation guidance for field Collection employees and other IRS case processing systems.

  4. The purpose of this section is twofold:

    • Each attribute rating guide explanation section contains required guidelines and procedures for Advisory National Quality (NQ) reviewers and Advisory frontline manager reviewers to use as they prepare reviews; NQ reviews measure program results, and the frontline manager reviews measure individual employee performance and are used for preparing employee ratings of record; The guidelines are based on established Advisory procedures. These guidelines must be followed when NQ reviewers are reviewing closed Advisory function cases, and frontline managers must follow them as they review casework that is closed or in progress;

    • This section is also intended for use as an aid to effective case documentation as it relates to EQ attributes; it is not a substitute for the IRM and handbooks that outline required actions tracked by EQ reviews.

      Note:

      Employees must not cite this section as an authority for official actions; those can be based only on official procedural guidelines.

  5. Under this system when a unique situation exists in a case that is not specifically addressed in this IRM section, reviewers must use their judgment to assess the action in the context of the attribute being measured. The reviewer’s judgment should be consistent with guidance provided in this IRM section, as well as current IRS regulations, procedures, and policies. When reviewing the judgment exercised in actions taken in a case, the reviewer will consider only the facts and circumstances of that case. The reviewer must make an annotation in the comment field of the EQ review program for all standards rated "N/A." Records of tax enforcement results will not be considered or measured.

  6. There are five measurement categories of attributes that are used by both NQRS reviewers and field managers in the EQ process. These categories are:

    • Timeliness

    • Professionalism

    • Customer Accuracy

    • Regulatory/Statutory Accuracy

    • Procedural Accuracy

    Due to the unique nature of Advisory programs and technical systems, some attributes can only be rated by the on-site manager. Issues concerning Professionalism are based on the observations of the on-site manager in many cases. Therefore, some attributes, for example Attribute 604 - Meet & Deal, can only be rated by the on-site manager who observed the performance and not by the NQ reviewer. The attributes are grouped to produce summary reports that focus on the five measurement categories mentioned above that are particular to the areas of Advisory caseworker performance.

  7. Each attribute in this section reflects an Operational Definition, a Job Aid Definition, and a Rating Guide Explanation. The Operational Definition applies to case actions throughout all Compliance functions. The Job Aid Definition further describes considerations for evaluation of performance within the context of Field Advisory alone. The Rating Guide explanation provides additional guidance to the reviewer in evaluating performance relative to the attribute.

  8. Definitions, explanations, and how the attributes are mapped to the critical job elements of AIQ Advisors in the 1169 series and AIQ Tax Examiners in the 592 series can also be found at the Embedded Quality web site at http://sbse.web.irs.gov/eq/ The EQ job aids undergo frequent revision and it is important to access the Advisory EQ web site for the most current definition of attributes.

  9. Unlike Field Collection, Offer in Compromise or Insolvency, Advisory is responsible for a variety of program areas of complex activities. The diversity of programs in Advisory require multiple job aids. The discussion below focuses on the Specialized Program Review Groups (SPRG) of Lien Certificates and Trust Fund Recovery Program. Currently these are the only two SPRGs that are being reviewed by NQRS. The specifics of the application of the attributes within each program area are addressed in the respective job aids on the EQ website.

5.13.7.2  (08-31-2010)
Lien Certificate Attributes Overview

  1. This sub-section provides the EQ attributes for the Lien Certificate Program.

5.13.7.2.1  (08-31-2010)
Category One: Timeliness

  1. Five attributes fall within the Timeliness category. One of the five attributes, Attribute 507 - Planning and Scheduling, falls within the "manager only" category at the end of this subsection.

5.13.7.2.1.1  (08-31-2010)
Attribute 107: Timely Initial Actions

  1. Operational/Job Aid Definition - Use this field to determine if the employee completed an initial analysis and took the necessary actions within established timeframes from the date of the receipt of the case.

  2. Rating Guide Explanation - Required research will be gathered from sources based on the individual circumstances of the case and throughout case progression. IRM requirements should be reviewed to determine the specific research requirements based on the case disposition.

    1. Rate this attribute "Yes" if the employee met the timeframes.

    2. Rate this attribute "No" if the employee failed to meet the time limits established under Points to Consider in the job aid.

    3. Managers may rate this attribute "N/A" if, for example, the case was transferred from another employee with initial actions already completed. This attribute is always rated for NQRS.

5.13.7.2.1.2  (08-31-2010)
Attribute 504: Timely Follow-up Actions

  1. Operational Definition – Use this field to identify if the employee took timely follow-up actions when the taxpayer failed to meet established deadlines.

  2. Job Aid Definition - Use this field to identify if the employee took timely follow-up actions when the taxpayer/POA/third party failed to meet established deadlines.

  3. Rating Guide Explanation:

    1. Rate this attribute "Yes" if the employee took timely follow-up action after the taxpayer/POA /third party missed an action date.

    2. Rate this attribute "No" if the employee failed to take timely follow-up action after the taxpayer/POA/third party missed an action date. This attribute will be rated "N/A" if the employee did not establish any deadlines during taxpayer/POA/third party contact; or the taxpayer/POA/third party complied by deadline given.

5.13.7.2.1.3  (08-31-2010)
Attribute 505: Timely Employee Actions

  1. Operational Definition – Use this field to identify whether the employee took timely actions to meet the needs of the taxpayer/POA.

  2. Job Aid Definition - Use this field to identify whether the employee took timely actions to meet the needs of the taxpayer/POA/third party.

  3. Rating Guide Explanation

    1. This attribute should be rated "Yes" when the case history shows that, upon receipt of case information or taxpayer/POA inquiries, the employee reviewed and acted upon the information within the appropriate timeframe, or there is no need for case activity within 30 calendar days and the employee has a calendared follow-up set.

    2. This attribute should be rated "No" when, after receipt of information or inquiries, there was no action taken based upon its receipt, or if action was taken only after a significant lapse of time; or there is no activity for 30 calendar days and no calendared follow-up.

    3. This attribute should be rated "N/A" when the employee documented exigent circumstances that prevented timely follow-up such as illness or long term detail.

    4. Do not rate the timeliness of follow-up actions after a taxpayer/POA/applicant/third party fails to meet a deadline under Attribute 505. That is rated under Attribute 504 -Timely Follow-up Actions.

5.13.7.2.1.4  (08-31-2010)
Attribute 506: Timely Closing Actions

  1. Operational/Job Aid Definition – Use this field to identify if the case was closed timely after all necessary actions were taken and case information secured. Do not rate whether or not the closure method was correct (see Attribute 716).

  2. Rating Guide Explanation

    1. This attribute must be rated for all closed cases reviewed.

    2. This attribute should be rated "Yes" when the Advisory employee began closing actions within 10 calendar days of all information necessary to make the closing determination. This includes systemic case closures and any actions required by the Advisory employee as part of this process.

    3. This attribute should be rated "No" when the Advisory employee does not initiate closing actions within 10 calendar days of receipt of all information necessary to make a closing determination.

    4. This attribute should be rated "N/A" if the case is not ready for closure (Group Manager only).

5.13.7.2.2  (08-31-2010)
Category Two: Professionalism

  1. Nine attributes fall within the Professionalism category. Of these nine, Attribute 604 - Meet and Deal, Attribute 614 - Technical Guidance, and Attribute 615 - Customer Outreach fall within the "manager only" category at the end of this subsection.

5.13.7.2.2.1  (08-31-2010)
Attribute 600: Clear Action Dates

  1. Operational Definition – Use this field to determine if the employee clearly communicated to the taxpayer a specific date for required action(s).

  2. Job Aid Definition – The purpose of this attribute is to rate whether or not the employee established and communicated clear action dates to the taxpayer/POA/third party during the course of the investigation.

  3. Rating Guide Explanation

    1. For all contacts, this attribute will be rated "Yes" if the history is documented via the ICS Picklist option Deadline Communicated or with a summary statement referencing specific action date(s).

    2. This attribute will be rated "No" if the employee failed to provide the taxpayer/POA/third party with a clear action date, and document same as described above.

    3. This attribute will be rated "N/A" if no action is expected of the taxpayer/POA/third party, or no contact is made or message left only to return call.

5.13.7.2.2.2  (08-31-2010)
Attribute 601: Clear Taxpayer Expectations

  1. Operational Definition - Use this field to determine if the employee clearly communicated expectations to the taxpayer.

  2. Job Aid Definition - This attribute’s purpose is to rate whether or not the employee established clear actions for the taxpayer/POA/third party to take.

  3. Rating Guide Explanation

    1. For all contacts, this attribute will be rated "Yes" if the history is documented via the ICS Picklist option - Deadline Communicated or with a summary statement referencing a specific expectation.

    2. This attribute will be rated "No" if the employee failed to provide the TP/POA with clear expectations.

    3. This attribute will be rated "N/A" if no action is expected of the taxpayer or no contact is made.

5.13.7.2.2.3  (08-31-2010)
Attribute 602: Advised of Consequences

  1. Operational Definition – Use this field to determine if the employee clearly communicated the possible consequences if the taxpayer fails to comply with the employee request.

  2. Job Aid Definition – This attribute rates whether the employee communicated the consequences to the taxpayer/POA/ third party for not meeting the established action dates and expectations.

  3. Rating Guide Explanation

    1. This attribute will be rated "Yes" if the employee has communicated to the taxpayer/POA/applicant and documented that their request will be denied and/or their case will be closed.

    2. Rate this attribute "No" if consequences were not communicated or if they were not clear.

    3. This attribute will be rated "N/A" if no action is expected of the taxpayer or no contact is made.

5.13.7.2.2.4  (08-31-2010)
Attribute 603: Problem Solving and Analytical Skills

  1. Operational Definition - Use this field to determine if problem solving and analytical skills were used, taking into consideration the customer’s point of view when attempting to reach successful resolution to issues/case.

  2. Job Aid Definition – The purpose of this attribute is to assess whether or not the Advisory employee developed a logical approach to working the Advisory case assignment by:

    • considering the customer’s point of view while balancing the interests of the government,

    • anticipating potential problems,

    • taking actions to avoid those problems,

    • weighing the different options available and,

    • selecting the one(s) that produce(s) the desired results.

  3. Rating Guide Explanation

    1. If the employee used analytical skills and addressed points raised by the applicant during case discussions or correspondence, this attribute will be rated "Yes." This attribute will also be rated "Yes" if the employee attempted to use these skills but was thwarted by the taxpayer/applicant. For example, he or she was unwilling to consider compromise, or simply not interested in resolving their tax situation.

    2. If the employee makes no attempt to consider issues advanced by the applicant, to analyze the situation, and/or rushes to conclusions, this attribute will be rated "No."

    3. Rate this attribute "N/A" if no areas of disagreement were raised by the taxpayer/POA/ third party.

5.13.7.2.2.5  (08-31-2010)
Attribute 605: Clear/Professional Written Communication

  1. Operational/Job Aid Definition – Use this field to identify if all correspondence or documentation is businesslike and professional in tone, appearance, and content.

  2. Rating Guide Explanation

    1. Rate this attribute "Yes" if correspondence is complete, written in understandable language and contains no critical errors.

    2. Rate this attribute "No" if the correspondence: contains terms or acronyms normally not understandable by the recipient; does not adequately address the issue(s) intended; contains excessive errors in grammar, spelling, or punctuation; or is incomplete to the extent that it is unprocessable.

    3. The attribute is rated "N/A" if there was no correspondence from the employee to the taxpayer/POA or if there were no internal documents prepared by the employee.

    4. This attribute is always rated by NQRS.

5.13.7.2.2.6  (08-31-2010)
Attribute 606: TP/POA Kept Apprised

  1. Operational Definition – Use this field to determine if the employee kept the TP/POA informed throughout the process.

  2. Job Aid Definition – The purpose of this attribute is to rate whether or not the employee informed the taxpayer/POA/ third party of the case status at appropriate times throughout the case investigation, including case resolution determinations.

  3. Rating Guide Explanation

    1. Rate this attribute "Yes" if the employee documented the case history that the taxpayer or representative was kept apprised of relevant case actions or that efforts had been made but were not successful. Case documentation that reasonably communicates an interactive event between the employee and taxpayer or representative will also meet the requirements of this attribute.

    2. Rate this attribute "No" if the employee did not document efforts to keep the taxpayer or representative apprised when such action was required or would have been the correct thing to do.

    3. This attribute is rated "N/A" depending on the type of review, for example when the case was resolved without any communication or contact with the taxpayer and/or representative, such as unable to locate/contact situations or cases that are resolved without employee activity.

5.13.7.2.3  (08-31-2010)
Category Three: Customer Accuracy

  1. One attribute falls within the Customer Accuracy category.

5.13.7.2.3.1  (08-31-2010)
Attribute 800: Customer Impact

  1. Operational Definition – Use this field to identify if the employee took the appropriate action to arrive at a correct and complete tax/case resolution with no material adverse impact on the customer.

  2. Job Aid Definition – The purpose of this attribute is to rate whether or not the employee took the appropriate actions throughout the life of the case to arrive at a correct and complete case resolution with no material adverse impact on the customer. This attribute considers errors already rated on the case from the CUSTOMER PERSPECTIVE ONLY.

  3. Rating Guide Explanation

    1. This attribute should be rated "Yes" when all other attributes measured in the review are rated "Yes" (or "N/A" ), i e. a perfect score; the employee took the appropriate action(s) to arrive at an overall correct case resolution with no material adverse impact to the taxpayer; enforcement action(s) driven by the facts and circumstances of the case, that are properly executed, do NOT constitute material adverse impact to the customer;

      Note:

      It is possible to rate this attribute "Yes" even though other attributes may have been rated "No" . (The case does not need to have a "perfect score" in order to assign a "Yes" rating to this attribute).

    2. This attribute should be rated "No" when the employee did not take the appropriate action(s), which resulted in an incorrect tax/case resolution with material impact to the taxpayer. Two conditions must be met for the Customer Accuracy attribute to be rated "No." First, error(s) must have been charged on other attributes. Secondly, one or more of the error(s) must have caused a significant negative customer impact. The key is to determine if the "No" rating(s) on other attributes resulted in a material adverse impact on the taxpayer. If not, then rate Attribute 800 "Yes" . Do not use Attribute 800 to rate the correctness of the disposition method (Attribute 716) or to delineate all the case flaws unless they are the mistake(s) that resulted in the negative taxpayer impact. Use the Case Summary field to summarize overall case quality, including strengths and weaknesses. Select the attribute(s) rated " No" that are causing the error in Customer Accuracy. (Remember Attribute 800 cannot be rated "No" unless at least one other attribute is rated "No" ). There is no limit to the number of drivers that can be selected but at least one driver must be selected whenever Attribute 800 is coded "No" . Next, select the primary attribute driving the error. This attribute is required for all evaluative and discretionary reviews, and strongly encouraged for targeted reviews.

    3. "N/A" is not an option for National Review staff.

5.13.7.2.4  (08-31-2010)
Category Four: Regulatory/Statutory Accuracy

  1. Four attributes fall within the Regulatory/Statutory Accuracy category. Two of the four attributes, Attribute 611 - Statute Procedures ASED/CSED and Attribute 425 - Identification and Interpretation of Laws and Regulations, fall within the "manager only" category at the end of this subsection.

5.13.7.2.4.1  (08-31-2010)
Attribute 427: Determination of Lien Interest

  1. Operational/Job Aid Definition - Use this field to identify if the employee correctly determined the government’s interest.

  2. Rating Guide Explanation

    1. Rate this attribute "Yes" if the employee correctly determined the government’s interest in the property.

    2. Rate this attribute "No" if the employee failed to correctly determine the government’s interest in the property.

    3. Rate this attribute "N/A" if the applicant withdrew the application before it was reviewed or if the applicant never responded to a request for additional information when that information was necessary for the employee to make a determination.

5.13.7.2.4.2  (08-31-2010)
Attribute 609: Confidentiality

  1. Operational/Job Aid Definition – Use this field to determine if the employee protected the confidentiality of the taxpayer and/or taxpayer information.

  2. Rating Guide Explanation

    1. Employees must ensure that the rights of the taxpayer are protected at all times. Taxpayers need to be kept informed of their rights to appeal collection actions proposed or taken.

    2. Rate this attribute "Yes" when the employee provided information or advised the taxpayer/POA of all rights as the case progressed. This attribute would be rated "Yes" when the employee advised the taxpayer of the denial and the right to appeal as required by IRM 5.12.3.22(2).

    3. Rate this attribute "No" if the employee failed to observe Taxpayer’s Rights to Representation or inform Taxpayer of CDP and/or CAP rights.

    4. This attribute is seldom rated "NA." Protection of taxpayer confidentiality is always required.

    5. This attribute is required on all evaluative reviews for managers. If there is no indication in the file that other rights should have been afforded to the TP, this attribute will generally be rated "Yes." This attribute is always rated by NQRS.

5.13.7.2.5  (08-31-2010)
Category Five: Procedural Accuracy

  1. Nine attributes fall within the Procedural Accuracy section, three of which are in the "“manager only" category at the end of this subsection. The "manager only" attributes are Attribute 110 - Inventory Management, Attribute 709 - Case File Folder, and Attribute 717 - Advisory Systems Management.

5.13.7.2.5.1  (08-31-2010)
Attribute 105: Pre-Contact/Initial Analysis

  1. Operational Definition – Use this field to identify if the employee reviewed the case file information, prior case history, if available, and internal sources, prior to initial contact, to determine the next step or plan of action.

  2. Job Aid Definition - The purpose of this attribute is to determine if review and analysis, including an analysis of IDRS is appropriate to the facts and circumstances of the case.

  3. Rating Guide Explanation

    1. While it is not necessary to document an item by item listing of everything that was checked or analyzed, the file should show that an analysis was conducted and that relevant pre-contact factors required by the IRM were recognized and, when present, included in the employee’s contact or investigative actions.

    2. Rate this attribute "Yes" if the employee correctly analyzed the case file and determined the next appropriate action.

    3. Rate this attribute "No" if actions taken on the initial review were incomplete or there were no actions taken.

    4. Managers may rate this attribute "N/A" if the case was received from another employee with all necessary contact actions already completed. This attribute is always rated by NQRS.

5.13.7.2.5.2  (08-31-2010)
Attribute 108 Verify Full Compliance

  1. Operational/Job Aid Definition – Use this field to identify if the employee verified full compliance through research or other means such as inspection, inquiry, etc. as appropriate.

  2. Rating Guide Explanation

    1. Rate this attribute "Yes" when the history shows that a compliance check was conducted.

    2. Rate this attribute "No" when a compliance check was never conducted or was incomplete.

    3. Rate this attribute "N/A" when a compliance check is not required i.e. Discharge, Non-Attachment, etc.

5.13.7.2.5.3  (08-31-2010)
Attribute 410: Lien Determination/Filing

  1. Operational/Job Aid Definition – Use this field to identify if the employee followed appropriate Lien Determination/Filing procedures.

  2. Rating Guide Explanation

    1. Rate this attribute "Yes" if the employee made a lien determination that resulted in the correct decision to file/refile the NFTL based on case circumstances.

    2. This attribute will be rated "No" when an NFTL or refile was required but was not completed.

    3. This attribute will be rated "N/A" in cases where an NFTL is not warranted.

5.13.7.2.5.4  (08-31-2010)
Attribute 700: Appropriate Approval

  1. Operational/Job Aid Definition: Use this field to determine if appropriate approvals were secured based on the type of closure.

  2. Rating Guide Explanation

    1. Rate this "Yes" if the appropriate approval was requested and a copy of the document(s) are in the case file.

    2. Rate this "No" if the appropriate approval was not secured or a copy is not in the file.

    3. Rate this "N/A" if there was no approval required for the case.

5.13.7.2.5.5  (08-31-2010)
Attribute 702: Employee Case History/Documentation

  1. Operational/Job Aid Definition – Use this field to identify if the employee completed the required case history/case documentation per IRM guidelines including accurate, clear, and concise preparation of internal documents.

  2. Rating Guide Explanation

    1. Rate this attribute "Yes" if the employee maintained the case history and documentation sufficient for the purposes noted above.

    2. Rate this attribute "No" if the employee failed to maintain the case history and documentation sufficient for the purposes noted above.

    3. This attribute is always rated for NQRS.

5.13.7.2.5.6  (08-31-2010)
Attribute 716: Case Closing Actions

  1. Operational/Job Aid Definition – Use this field to identify if the actions taken to dispose of the case were consistent with the facts and circumstances of the case as reflected in the case file.

  2. Rating Guide Explanation

    1. Rate this attribute "Yes" when the disposition is consistent with the facts and supporting documents of the case.

    2. Rate this attribute "No" when the method of case disposition is inconsistent with the facts or the case is closed without any supporting documentation.

    3. Rate this attribute "N/A" on open-case reviews. This attribute is applicable only on closed cases, or proposed closures that have been routed to the manager, or when cases remain open but should have been closed based on the facts.

      Note:

      The exception to rating this attribute "N/A" on an open case is when the case remains open but should have been closed based on the facts.

    4. This attribute is always rated for NQRS.

5.13.7.2.6  (08-31-2010)
Managerial Review Attributes

  1. There are nine attributes used only in managerial reviews that do not apply to NQRS.

5.13.7.2.6.1  (08-31-2010)
Attribute 110 Inventory Management

  1. Operational/Job Aid Definition – Use this field to determine if the employee resolved inventory management issues within established guidelines.

  2. Rating Guide Explanation

    1. When rating this attribute, determine if the employee used appropriate inventory management techniques throughout the case.

    2. This attribute will be rated "Yes" when the employee kept the manager informed of significant case issues that might affect overall inventory management and/or schedules future follow-up dates and case actions that are appropriate and consistent with the facts of all the cases in inventory.

    3. This attribute will be rated "No" when the employee failed to adjust priorities and take appropriate actions described above.

    4. This attribute will be rated "N/A" when there are no priority issues requiring a change in the actions/follow-ups of the case being reviewed.

5.13.7.2.6.2  (08-31-2010)
Attribute 425: Identification and Interpretation of Laws and Regulations

  1. Operational Definition/ Job Aid Definition – Use this field to determine if the employee accurately identified and researched issues and recommended appropriate legal and administrative actions.

  2. Rating Guide Explanation

    1. Rate this attribute "Yes" if the employee correctly identified and used correct laws, regulations, and procedures and, when appropriate, referred the case to Area Counsel or to another employee for appropriate administrative action.

    2. Rate this attribute "No" If the employee failed to correctly determine the government’s interest in the property as noted in points to consider. Rate this attribute "No" if the employee failed to correctly refer the case for Area Counsel, or other appropriate administrative action.

    3. Rate this attribute "N/A" if the applicant withdrew the application before it was reviewed, if the applicant never responded to a request for additional information when that information was necessary for the employee to make a determination, or if no referral or other administrative action was necessary.

5.13.7.2.6.3  (08-31-2010)
Attribute 507: Planning and Scheduling (Timeliness)

  1. Operational/Job Aid Definition – Use this field to identify if the employee effectively planned and scheduled work with the focus on moving the case toward resolution.

  2. Rating Guide Explanation

    1. This attribute should be rated "Yes" when the employee utilized good workload management and time utilization techniques and/or the employee utilized a planning system to control the use of time and effectively manage a case inventory.

    2. This attribute should be rated "No" when the employee rescheduled follow-up dates due to a lack of planning or repeatedly looked at a case taking no action or the employee did not plan and execute case actions in a manner which is efficient, timely, and cost effective.

5.13.7.2.6.4  (08-31-2010)
Attribute 604: Meet and Deal (Professionalism)

  1. Operational/Job Aid Definition – Use this field to determine if oral communication with customers was firm, businesslike, and professional.

  2. Rating Guide Explanation

    1. The attribute is rated "Yes" if the employee’s oral communications are firm, businesslike, professional, clear, and concise.

    2. The attribute is rated "No" if the employee’s oral communications are discourteous, unprofessional, or the employee does not use tact.

    3. The attribute is rated "N/A" when the manager has not directly observed the employee’s interactions with internal or external customers.

5.13.7.2.6.5  (08-31-2010)
Attribute 611: Statute Procedures/ASED/CSED (Regulatory Accuracy)

  1. Operational/Job Aid Definition – Use this field to identify if the employee addressed statute issues (ASED/CSED) and followed statute procedures correctly.

  2. Rating Guide Explanation

    1. Rate this attribute "Yes" if appropriate actions were taken when a statute issue was present.

    2. Rate this attribute "No" if the employee failed to properly address statute issues.

    3. Rate this attribute "N/A" if no statute issues were present.

5.13.7.2.6.6  (08-31-2010)
Attribute 614: Technical Guidance

  1. Operational/Job Aid Definition - Use this field to determine if the employee accurately provides customers/employees technical guidance.

  2. Rating Guide Explanation

    1. Rate this attribute "Yes" when the employee provided information or technical advice that was complete, understandable and technically correct.

    2. Rate this attribute "No" if the employee gave written or verbal advice that was incorrect or did not adequately address the issues.

    3. Rate this attribute "N/A" if no guidance was issued or observed.


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