Adjudication Standards/Elements 
 
Below are the performance elements for GS-11 Passport Specialists - the employees of the Department of State's Passport Services office who are responsible for adjudicating passport applications.  

The job elements for Passport Specialists were first standardized on a nationwide basis effective January 1, 2004.  

The elements were revised again in 2008, effective June 1 of that year.  The revisions did have some modest improvements, from the Union's perspective, in terms of enhancing the integrity of the passport issuance process - notably the elimination of the 32 applications/hour standard for those seeking an Outstanding rating in the element that contained the desk adjudication quota (though the 24/hour Fully Successful and 28/hour Excellent/Exceeds Expectations levels remained unchanged).  

GS-11 Passport Specialist job elements and standards 
Effective June 1, 2008 
Critical Performance Element #1: Work Commitments 
 

Work Commitment 1a: Passport Adjudication

-       Determines sufficiency of identity evidence and takes appropriate action for insufficient cases.

-       Applies citizenship law, passport regulations and procedural guidelines for all cases, using adjudicative logic and discretion from a range of acceptable options.

-       Researches applicable law and regulations to resolve complex or unusual claims.

-       Determines sufficiency of citizenship evidence and resolves insufficient cases.

-       Legibly and accurately records citizenship and identification documents.

 

Work Commitment 1b: Passport Fraud Prevention

-       Identifies inconsistencies that may be indicators of fraud.

-       Develops and resolves cases with identity issues.

-       Completes fraud worksheet, noting reasons fraud is suspected.

-       Uses available resources to verify facts and develop suspect cases for prompt referral to fraud office.

-       Distinguishes between cases that are identification issues and those that merit fraud investigation, ensuring that questionable cases are referred to the fraud office.

-       Participates in inter-agency anti-fraud programs

 

Work Commitment 1c: Operation and Application of Passport Systems

-       Reviews TDIS data against clearance databases.  

-       Utilizes PLOTS as a research tool to help develop fraud cases while on rotation to the FPM office.

-       Verifies data-entered information in passport systems with a data error rate not to exceed 1%.

-       Reviews and resolves hold cases or refers to appropriate Headquarters Office.

 

Critical Performance Element #2 Achieves Organizational Results:

·       Applies internal control measures to protect organizational integrity and prevent unauthorized use or misappropriation of sensitive and classified material.

·       Demonstrates initiative, effort and commitment toward completing assignments in a timely manner.

·       Willingly accepts personal responsibility and accountability for results.

Ensures appropriate fees are submitted and recorded. 

Adjudicates an average of 24 applications per hour at the desk.

Accepts and adjudicates an average of 7 applications per hour at the public counter.

 

Critical Performance Element #3 Demonstrates Job Knowledge:

·       Keeps current in areas of responsibility.

·       Presents information/recommendations in a logical and understandable manner.

Uses appropriate IRLs. Drafts supplemental language and composes original letters to address deficiencies when IRL language is not sufficient.

Re-adjudicates applicant response cases.  Adjudicates reissue, refile, rewrites and replacement claims.

Reviews IRL and draft letters prepared by all specialists. 

 

Critical Performance Element #4 Participation and Teamwork:

·       Actively contributes to the accomplishment of organizational and team goals, including adapting to shifts in work priorities.

·       Shares information freely across levels and functions.

Mentors, trains, and provides technical advice/guidance. Provides direction in absence of GS-12.  Provides operational input to the GS-12.

CSM rotation: assists in such activities as outreach programs and planning and conducting training for Acceptance Agents (AAs).

FPM rotation: assists in case development, data verification, report preparation, inter-agency liaison and conducting fraud training for AAs.

 

Critical Performance Element #5 Interpersonal Skills & Communication:

·       Treats colleagues and customers fairly and equitable, in accordance with EEO standards and practices.

·       Responds in a timely fashion to customer/stakeholder/colleagues concerns and requests.

·       Presents information verbally and/or in writing that meets the needs of the task.

Promotes and maintains good public relations on behalf of the agency.

Administers oath to customers, reviews customers’ travel plans and determines the priority of service.

Resolves exceptional service issues based on customer needs and agency guidelines.  Suggests alternatives to standard documentation, as needed.

 
 
 

GS-5/7/9/11 Passport Specialist job elements/standards in effect from January 1, 2004 to December 31, 2007 
hello GS-5 GS-7 GS-9 GS-11

Element I.

Knowledge
of
Adjudication

 Applies citizenship law, passport regulations and procedural guidelines for all non-derivative and non-insular cases.

Determines sufficiency of citizenship and identity evidence. Resolves insufficient cases with progressively less need for oversight from senior passport specialists.

Selects appropriate IRLs when additional documentation is required.

Reviews TDIS data against clearance databases. Identifies washouts and suspends holds as directed.

 

 Applies citizenship law, passport regulations and procedural guidelines for all cases. Researches applicable law and regulations for derivative claims under guidance of supervisor or senior passport specialist.

Determines sufficiency of citizenship and identity evidence and resolves insufficient cases with increasing independence.

Uses appropriate IRLs when additional documentation is required. Drafts supplemental language to IRL when needed.

Reviews TDIS data against clearance databases. Approves washouts and resolves citizenship hold cases that can be decided with information available on the application and the CLASS return screen under guidance of supervisor or senior passport specialist. Refers other hold cases to hold desk or fraud office.

Re-adjudicates applicant response cases with supervisory oversight.

Adjudicates rewrites with supervisory oversight.

 

 Applies citizenship law, passport regulations and procedural guidelines for all cases. Researches applicable law and regulations to resolve complex or unusual claims.

Determines sufficiency of citizenship and identity evidence and resolves insufficient cases independently.

Uses appropriate IRLs when additional documentation is required. Drafts supplemental language and letters to address deficiencies when IRL language is not sufficient.

Reviews TDIS data against clearance databases. Reviews and resolves hold cases.

Re-adjudicates applicant response cases.

Adjudicates reissue, refile, rewrites and replacement claims.

 

 Applies citizenship law, passport regulations and procedural guidelines for all cases. Researches applicable law and regulations to resolve complex or unusual claims.

Determines sufficiency of citizenship and identity evidence and resolves insufficient cases.

Uses appropriate IRLs when additional documentation is required. Drafts supplemental language and composes original letters to address deficiencies when IRL language is not sufficient. Reviews IRL and draft letters prepared by all specialists. Provides feedback to specialist and/or supervisor per agency policies.

Mentors, trains, and provides advice to passport agency staff.

Reviews TDIS data against clearance databases. Reviews and resolves hold cases.

Re-adjudicates applicant response cases.

Adjudicates reissue, refile, rewrites and replacement claims.

As senior passport specialist on duty, provides technical advice and guidance to the staff. Provides overall direction in absence of GS-12 Supervisory Passport Specialist, as needed.

Provides input to the supervisor regarding operational issues, both orally and in writing.
hello GS-5 GS-7 GS-9 GS-11

Element II

Production & Technical Skill

 Legibly records citizenship and identification documents. Ensures appropriate fees are submitted and recorded. Administers oath to customers, reviews customers’ travel plans and determines the priority of service.

Adjudicates an average of 19* applications per hour at the desk with a notational error rate not to exceed 3%. **

Verifies data-entered information in TDIS-PD with a data error rate not to exceed 3%.

Accepts and adjudicates an average of 5 applications per hour at the public counter with a notational error rate not to exceed 3%. ***

 Legibly records citizenship and identification documents. Ensures appropriate fees are submitted and recorded. Administers oath to customers, reviews customers’ travel plans and determines the priority of service.

Adjudicates an average of 21* applications per hour at the desk with a notational error rate not to exceed 2%. **

Verifies data-entered information in TDIS-PD with a data error rate not to exceed 2%.

Accepts and adjudicates an average of 6 applications per hour at the public counter with a notational error rate not to exceed 2%. ***

 Legibly records citizenship and identification documents. Ensures appropriate fees are submitted and recorded. Administers oath to customers, reviews customers’ travel plans and determines the priority of service.

Adjudicates an average of 24* applications per hour at the desk with a notational error rate not to exceed 1%. **

Verifies data-entered information in TDIS-PD with a data error rate not to exceed 1%.

Accepts and adjudicates an average of 9 applications per hour at the public counter with a notational error rate not to exceed 1%. ***

 Legibly records citizenship and identification documents. Ensures appropriate fees are submitted and recorded. Administers oath to customers, reviews customers’ travel plans and determines the priority of service.

Adjudicates an average of 24* applications per hour at the desk with a notational error rate not to exceed 1%. **

Verifies data-entered information in TDIS-PD with a data error rate not to exceed 1%.

Accepts and adjudicates an average of 9 applications per hour at the public counter with a notational error rate not to exceed 1%. ***
hello GS-5 GS-7 GS-9 GS-11

Element III

Customer
Service

 Interacts professionally, courteously and tactfully with both internal and external customers.

Provides accurate information and service to the public and/or their designated representatives.

Recognizes and refers non-routine service situations to supervisor or senior passport specialist.

 Interacts professionally, courteously and tactfully with both internal and external customers.

Provides accurate information and service to the public and/or their designated representatives.

Recognizes non-routine service issues, and resolves under guidance of supervisor or senior passport specialist.

 Interacts professionally, courteously and tactfully with both internal and external customers.

Promotes and maintains good public relations on behalf of the agency.

Provides full range of passport services and accurate travel related information to the public and/or their designated representatives.

Recognizes and resolves exceptional service issues based on customer needs and agency guidelines.

 Interacts professionally, courteously and tactfully with both internal and external customers.

Promotes and maintains good public relations on behalf of the agency.

Provides full range of passport services and accurate travel related information to the public and/or their designated representatives.

Resolves exceptional service issues based on customer needs and agency guidelines. Suggests workable alternatives to standard documentation, as situation requires.

Provides guidance to the customer service office and agency personnel on adjudicative and service issues.

Responds to inquiries, either orally or in writing, from all sources, including acceptance facilities, congressional offices, passport headquarters and other federal agencies.

Assists the Customer Service Manager during required office rotation in such activities as outreach programs, planning and conducting training for acceptance agents.

Trains new specialists at the counter. Mentors and coaches less experienced specialists in handling exceptional service situations.
hello GS-5 GS-7 GS-9 GS-11

Element IV 

Fraud
Awareness

 Recognizes when identification is not sufficient and requests additional evidence.

Identifies inconsistencies that may be indicators of fraud during review of application and/or counter acceptance.

Completes fraud worksheet. Keeps current with all guidance and memos from Fraud Program Manager.

Participates in inter-agency anti-fraud programs.

 Recognizes when identification is not sufficient. Requests additional identity evidence. Resolves identity cases with increasing independence.

Recognizes inconsistencies that may be indicators of fraud. Completes fraud worksheet. Uses available resources to support observations. Refers cases to mentor, supervisor, AFPM or FPM, as directed. Keeps current with all guidance and memos from FPM.

Requests additional information to develop suspect cases under the direction of a mentor, supervisor, AFPM or FPM.

Participates in inter-agency anti-fraud programs.

 Identifies inconsistencies that may be indicators of fraud.

Requests and reviews additional information necessary to develop the case through letter, telephone interview or counter interview. Completes fraud worksheet.

Distinguishes between cases that are identity issues and those that merit fraud investigation.

Develops and resolves cases with identity issues. Keeps current with all guidance and memos from FPM.

Uses available resources to verify facts and develop suspect cases for referral to fraud office.

Participates in inter-agency anti-fraud programs.

 Identifies inconsistencies that may be indicators of fraud.

Requests and reviews additional information necessary to develop the case through letter, telephone interview or counter interview. Completes fraud worksheet.

Distinguishes between cases that are identity issues and those that merit fraud investigation.

Develops and resolves cases with identity issues.

Uses available resources to verify facts and develop suspect cases for referral to fraud office. Keeps current with all guidance and memos from FPM.

Participates in inter-agency anti-fraud programs.

Assists the FPM during required office rotation in case development including data verification, report preparation and inter-agency liaison.

Mentors and coaches passport specialists in fraud detection, case development and referral procedures.

Utilizes PLOTS as a research tool to help develop fraud cases.
* For NPC and CPC on DS-11s
For Fully Successful Rating: GS-5s – 26 applications per hour at the desk; GS-7s – 30 applications per hour at the desk; GS-9s/GS-11s – 34 applications per hour at the desk
For Excellent Rating: GS-5s – 30 applications per hour at the desk; GS-7s – 34 applications per hour at the desk; GS-9s/GS-11s – 38 applications per hour at the desk
For Outstanding Rating: GS-5s – 34 applications per hour at the desk; GS-7s – 38 applications per hour at the desk; GS-9s/GS-11s – 42 applications per hour at the desk
For NPC on DS-82s
For Fully Successful Rating: GS-5s – 44 applications per hour at the desk; GS-7s – 48 applications per hour at the desk; GS-9s/GS-11s – 52 applications per hour at the desk
For Excellent Rating: GS-5s – 48 applications per hour at the desk; GS-7s – 52 applications per hour at the desk; GS-9s/GS-11s – 56 applications per hour at the desk
For Outstanding Rating: GS-5s – 52 applications per hour at the desk; GS-7s – 56 applications per hour at the desk; GS-9s/GS-11s – 60 applications per hour at the desk
For CPC on DS-19s
For Fully Successful Rating: GS-5s – 24 applications per hour at the desk; GS-7s – 28 applications per hour at the desk; GS-9s/GS-11s – 32 applications per hour at the desk
For Excellent Rating: GS-5s – 28 applications per hour at the desk; GS-7s – 32 applications per hour at the desk; GS-9s/GS-11s – 36 applications per hour at the desk
For Outstanding Rating: GS-5s – 32 applications per hour at the desk; GS-7s – 36 applications per hour at the desk; GS-9s/GS-11s – 40 applications per hour at the desk
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** For Excellent Rating: GS-5s – 23 applications per hour at the desk; GS-7s – 25 applications per hour at the desk; GS-9s/GS-11s – 28 applications per hour at the desk
For  Outstanding Rating: GS-5s – 27 applications per hour at the desk; GS-7s – 29 applications per hour at the desk; GS-9s/GS-11s – 32 applications per hour at the desk
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*** For Excellent Rating: GS-5 – 6 applications per hour at the counter; GS-7s – 7 applications per hour at the counter; GS-9s/GS-11s – 10 applications per hour at the counter
For Outstanding Rating: GS-5s – 7 applications per hour at the counter; GS-7 – 8 applications per hour at the counter; GS-9/GS-11 – 11 applications per hour at the counter

 
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This site is owned & maintained by IAMAW FD1 NFFE FL1998, the union that represents the bargaining unit employees of Passport Services (a division of the Department of State's Bureau of Consular Affairs). The views expressed here are those of the Union and not the federal government.