1. THE RATINGS WAR Presenters: Ja Rita Johnson Claudette Johnson 42 nd ABMTS – New Orleans, Louisiana

2. OBJECTIVE During this workshop you will learn how your performance is evaluated against your critical job elements (CJE’s) and performance standards, identified in your performance plan.

3. Critical Job Elements (CJE’s) There are five CJE’s standardized for all occupations that reflect key areas of performance Employee Satisfaction - Employee Contribution Customer Satisfaction - Knowledge Customer Satisfaction - Application Business Results - Quality Business Results - Efficiency

4. Employee Satisfaction is the only CJE common to all positions All other CJE’s are tailored to each occupation through different performance aspects Each aspect is given a rating of exceed, meet or fail Failure to meet one aspect of a CJE will cause a minimally successful rating

5. Performance Levels There are three performance levels used to measure each aspect of a CJE Exceeds - Consistently demonstrates Meets - Generally demonstrates Fails - More than occasionally fails

6. CJE Ratings There are five judgments that translate into ratings for each CJE 1- Outstanding – Exceeds all performance aspects 2 - Exceeds Fully Successful – Exceeds more than half of the performance aspects 3 - Fully Successful – Meets all performance aspects 4 - Minimally Successful – Fails one performance aspect 5 - Unacceptable – Fails two or more performance aspects

7. Successful Employees should: Know their team’s Goals & Objectives Be Committed to team Success Know their role on the team Work cooperatively Use clear and effective communication Be a Team Player Don’t be the problem, be the problem solver Be flexible and able to adapt to change Be willing to go that extra mile

8. Employee Satisfaction – Employee Contribution Workplace Interaction How well do you interact with others? Workgroup Involvement How involved are you in the workgroup? Workplace Environment What type of climate do you foster?

9. Things you can do to help you Exceed Always be courteous to others and stay professional Be the peace maker not the trouble maker Keep a positive attitude, even in a negative situation Be sensitive to the needs of others and be respectful Know when to keep your thoughts/comments to yourself Do the things that others refuse to do Volunteer to help others and willingly share knowledge Don’t just Identify workgroup issues, provide solutions. Volunteer for extra duties, quality coaches, instructors, taking team notes during meetings, back up to the lead. Volunteer to be a part of a committee or focus group Go that extra mile

10. Customer Satisfaction - Knowledge Job/General/Technical Knowledge - Do you know your job? - Do you demonstrate exceptional knowledge of policies and procedures? Tax Law - Do you know the law? - How well can you interpret the law? - Does your work reflect your knowledge?

11. Customer Satisfaction - Knowledge Issue/Problem Identification/Resolution - Are you the first to identify an issue or problem? - Do you have a resolution? Decision Making - Can you make decisions? Customer Accuracy Are your completed work assignments accurate?

12. Things you can do to help you Exceed Know your job better than the rest, become the “Go To” person or the “Subject Matter Expert”. Arm yourself with technical knowledge. Know your IRM’s. Know where to find the information. Know the required tax laws, policies and procedures. Don’t just identify a problem, but work the issue and offer a resolution. Make decisions independently. Don’t be afraid to make a mistake. Nothing beats a failure but a try. Most of all….make sure your work is always accurate. Go that extra mile

13. Customer Satisfaction- Application Verbal/Oral Communication How well do you communicate, is it always clear, concise and accurate? Written Communication Are your written communications easily understood? Interaction How well are your presentation skills? How well are you at disseminating information? Just how professional are you.

14. Customer Satisfaction- Application Taxpayer Relations Do you listen to taxpayers and answer their needs? Can you explain their rights and the audit process? Compliance Communications Do you provide that needed information? Are you advising, informing, educating? Can you explain cause and cure? Procedures Can you follow procedures?

15. Things you can do to help you Exceed Be courteous and professional at all times. Always be considerate of others opinions. Know your subject and communicate it clearly. Know deadlines and terms of agreements WOEA Make sure your written communications are always well organized, accurate, clear and concise. Develop a job aide, create alerts, submit manual changes, develop reports. Conduct and participate in presentations. Be knowledgeable enough to educate/advise the taxpayer on tax responsibilities to ensure compliance. Always follow policy and procedures to carry out duties. Go that extra mile

16. Business Results – Quality (measured/unmeasured) Accuracy of Work What does your finished product look like? Research/Review and Analysis Do you know where to look and what it is you see? Are you able to figure it out? Implementation of changes Can you execute and adapt to change? Processing Is your work error free? Security and Disclosure Do you follow security regulations? Are you adhering to disclosure policies?

17. Things you can do to help you Exceed Have a high level of accuracy in all duties. Check/Recheck. Complete all reports accurately and in the proper format. Always gather, consolidate and interpret data correctly. Make sure all account changes are accurate. Make sure system inputs are input correctly. When there is a policy or procedure change, be able to understand it, implement it and adapt to it without hesitation. Always protect confidential, sensitive and taxpayer information. Always follow security and disclosure rules. Verify the taxpayer before providing information Go that extra mile

18. Business Results – Efficiency (Measured/Unmeasured) Time Utilization Can you allocate your time effectively? Can you avoid delays? Workload Management Are you able to prioritize your work assignments? Can you get the job done? Planning and Scheduling Are you working within established timeframes? Can you perform without managerial follow up? Assignment Completion Do you complete all assignments without managerial intervention?

19. Things you can do to help you Exceed Make sure your time span/time spent on an assignment is commensurate to the assignments complexity. Be quick to identify obstacles that may cause a delay in completing assignments and formulate alternatives. Always prioritize assignments according to deadlines and importance and work them accordingly. Meet all deadlines and if possible ahead schedule. Be able to work independently and get the job done without having to have more than required instructions. Be the employee that doesn’t require managerial intervention or follow up to complete work assignments. If you need to complete 10, give them 15 - 20 Schedule work, maximize time spent working programs. Go that extra mile

20. REMEMBER THE NUMBER 1 KEY IS “CONSISTENTLY”

21. AND…… BE WILLING TO GO “THAT EXTRA MILE”