## *Case Study:* Tom, the Visitor Use Assistant {#case-study-tom-the-visitor-use-assistant .Head-2}

Throughout today's course, we will be analyzing a hypothetical employee
case involving a Visitor Use Assistant Fee Collector that you supervise.
Tom has begun to demonstrate performance deficiencies. At each stage of
the analysis, you will be given information to help you develop a
performance improvement plan and determine the action.

**Background Information:**

> Permanent Employee
>
> 2 ½ years in current position
>
> Problems balancing cash drawer

-   balance sheet & cash received differed 40% in the last 2 months

-   Paperwork filled out incorrectly 15 times in last 3 weeks

-   

> Wrong information given to visitors within the last 3 weeks

-   visitor was told that pie was served at the VC

-   visitor was told the VC was open until 10:00pm

-   visitor was told lodging was available in the park

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+---------------+------------------------------------------------------+
| **Critical    | **[Fee Collection/Entrance Station                   |
| Element 1:**  | Operations:]{.underline}** Fees are collected and    |
|               | remitted in accordance with NPS-22 (RM-22) and Pie   |
|               | in the Sky NHS Fee Collection Guidelines which       |
|               | contribute to preservation of park resources and     |
|               | visitor understanding and appreciation of park       |
|               | resources                                            |
|               |                                                      |
|               | (GPRA Mission Goal IIa: Visitor                      |
|               | Satisfaction/Safety).                                |
+---------------+------------------------------------------------------+
| #             |                                                      |
| #### Performa |                                                      |
| nce Standards |                                                      |
+---------------+------------------------------------------------------+
| #             | See attached benchmark standard.                     |
| # Exceptional |                                                      |
|               | In addition: Employee's accuracy was unusually high  |
|               | (98-100% of shifts balanced --or- 0.00-0.02% error   |
|               | rate by amount of revenue collected)\*. Shift        |
|               | reports completed accurately and difficult           |
|               | transactions done correctly consistently without     |
|               | assistance from supervisors. Employee works          |
|               | extremely well under the pressure of high volumes of |
|               | visitors. Employee provides correct and accurate     |
|               | information to visitors.                             |
+---------------+------------------------------------------------------+
| **Superior**  | See attached benchmark standard.                     |
|               |                                                      |
|               | In addition: Employee's accuracy was very high       |
|               | (92-97% of shifts balanced --or- 0.03-0.10% error    |
|               | rate by amount of revenue collected)\*. Shift        |
|               | reports completed accurately and difficult           |
|               | transactions done correctly with little assistance   |
|               | from supervisors. Employee works well under the      |
|               | pressure of high volumes of visitors. Employee       |
|               | provides correct and accurate information to         |
|               | visitors.                                            |
+---------------+------------------------------------------------------+
| **Fully       | See attached benchmark standard.                     |
| Successful**  |                                                      |
|               | In addition: Employee's accuracy within acceptable   |
|               | levels (80-91% of shifts balanced --or- 0.11-0.20%   |
|               | error rate by amount of revenue collected)\*. Shift  |
|               | reports completed accurately and difficult           |
|               | transactions done correctly with some assistance     |
|               | from supervisors. Employee adapts well to various    |
|               | levels of visitation. Employee provides correct and  |
|               | accurate information to visitors.                    |
+---------------+------------------------------------------------------+
| **Minimally** | See attached benchmark standard.                     |
|               |                                                      |
| *             | In addition: Employee's accuracy below average       |
| *Successful** | (68-79% of shifts balanced --or- 0.21-0.35% error    |
|               | rate by amount of revenue collected)\*. Errors on    |
|               | paperwork were frequent and employee could not       |
|               | handle difficult transactions. Employee had          |
|               | difficulty adjusting to high visitation periods and  |
|               | could not be assigned to busy shifts. Park           |
|               | information employee provides to visitors is         |
|               | inaccurate 5-20% of the time.                        |
+---------------+------------------------------------------------------+
| **Uns         | See attached benchmark standard.                     |
| atisfactory** |                                                      |
|               | In addition: Employee's accuracy/error rate          |
|               | unacceptable (67% or less of shifts balanced --or-   |
|               | 0.36% or more error rate by amount of revenue        |
|               | collected)\*. Paperwork had to be corrected on a     |
|               | consistent basis. Performance was poor to the degree |
|               | that direct supervision was needed most of the time  |
|               | regardless of visitation level. Park information     |
|               | employee provides to visitors is inaccurate 21-45%   |
|               | of the time.                                         |
+---------------+------------------------------------------------------+
| #             |                                                      |
| #### \* Emplo |                                                      |
| yee rated bot |                                                      |
| h by a percen |                                                      |
| tage of shift |                                                      |
| s balanced an |                                                      |
| d an error ra |                                                      |
| te based on t |                                                      |
| he amount of  |                                                      |
| revenue colle |                                                      |
| cted. If empl |                                                      |
| oyee falls in |                                                      |
|  two differen |                                                      |
| t categories  |                                                      |
| based on thes |                                                      |
| e two scales, |                                                      |
|  employee's r |                                                      |
| ating is base |                                                      |
| d on the lowe |                                                      |
| r of the two. |                                                      |
+---------------+------------------------------------------------------+

##  Performance Improvement Plan

**John Smith**

**Pie in the Sky NHP**

**1. STATEMENT OF UNACCEPTABLE PERFORMANCE**

Since your mid-year progress review on \_\_\_\_\_\_\_\_\_, your
performance has declined steadily and has reached the Unsatisfactory
level. You have not improved in any of the areas we discussed during the
mid-year review, nor has your performance improved in response to a
counseling session. I have determined that you are Unsatisfactory in the
critical element, \"Fee Collection/Entrance Station Operations.\"

> Critical Element 1: Fee Collection/Entrance Station Operations. Fees
> are collected and remitted in accordance with NPS-22 (RM-22) and Pie
> in the Sky NHP Fee Collection Guidelines which contribute to
> preservation of park resources and visitor understanding and
> appreciation of park resources (GPRA Mission Goal IIa: Visitor
> Satisfaction/Safety).

This performance improvement plan outlines activities that you must
complete to attain a fully successful rating on the critical element in
which your performance has fallen to an unacceptable level.

**COMPLETE THIS SECTION:** You have received an "Unsatisfactory" result
in performance for the below reasons.

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**2. PERFORMANCE IMPROVEMENT PLAN TIME FRAME**

The opportunity to improve becomes effective today and will continue for
60 calendar days from today. It is important to perform well under the
standards set out in your performance plan, which was provided to you on
\_\_\_\_\_\_\_\_. A copy of the elements and standards for your job is
attached. By the end of the opportunity period, you must have brought
your performance up to at least the fully successful level on the
elements in which you are currently unacceptable in order to avoid a
reduction in grade, removal, or reassignment. This performance is to
assist you in reaching that objective.

**ADDITIONAL HELPFUL PARAGRAPHS....INFORMATION**

The more examples you have for each critical result is better than
single incidents. Our system states that one instance of poor
performance does not rise to the level of results not achieved. If you
have many examples, use them. This document will form the basis of the
Agency's case in front of a third party. Many of these incidents overlap
in multiple areas. So take advantage of that and put them under the
respective headings.

![](media/image1.png){width="5.583333333333333in"
height="5.2083333333333336e-2in"}

You need a starting paragraph for the KSA information, how about this
one?

Your actions have caused me to question your professional knowledge,
skills and abilities directly related to your duties and
responsibilities concerning fee collection, preservation of park
resources and visitor understanding and appreciation of park resources
aspects of your position. By your actions stated above, you have failed
to demonstrate a basic, working or advanced knowledge, skills and
abilities in the following essential competencies which have been
established for a fee collector.

![](media/image1.png){width="5.583333333333333in"
height="5.2083333333333336e-2in"}

Visit the essential competencies kit for the Fee Collector and review
the areas that the employee has failed to demonstrate an ability to
perform in reference to their critical results and performance
indicators.

![](media/image1.png){width="5.583333333333333in"
height="5.2083333333333336e-2in"}

You have failed to demonstrate that you have acceptable knowledge
applicable to \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ regulations in that
\_\_\_\_\_\_\_\_\_\_\_\_\_\_. Discuss what he/she did not do, even after
receiving additional training. You need to seek only facts and take out
words that give the impression that you have a problem with this
employee. Do not accuse, only state the facts.

![](media/image1.png){width="5.583333333333333in"
height="5.2083333333333336e-2in"}

Had you exhibited the knowledge and skills required as part of this
competency, you would have known and taken proper steps to
...............

![](media/image1.png){width="5.583333333333333in"
height="5.2083333333333336e-2in"}

Again, based upon the knowledge that you should possess as a
full-performance professional, you should have known the hazards of
materials such as lead and asbestos and should have known safe practices
associated with such and should have seen that these safe practices,
measures, and training were implemented throughout the leasing program.

**3. DESCRIPTION OF ACCEPTABLE LEVEL OF PERFORMANCE**

In order to receive \"Fully Successful\" in Critical Result \_\_\_\_\_,
you must achieve the following by
**\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_**:

**COMPLETE THIS SECTION:**
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**\*List all the things they have to do to be rated "fully successful"
on the failed critical result(s). This must be done for each critical
result.**

As a reminder, you are responsible to continue to work on the rest of
your Employee Performance and Results Plan as well as the other aspects
of your job during this opportunity to improve period. I will also
expect you to continue to conduct yourself in a professional manner
while on duty.

**During this performance improvement period, if you are due for a
scheduled within grade increase (WGI), it will be withheld. Should that
happen, you will be provided with specific information concerning the
within-grade increase being withheld and the procedural requirements of
that process under separate cover.**

4.  **STATEMENT OF ASSISTANCE**

As always, I am available to provide assistance on "as-needed" basis,
you need only ask. I am available **(specifically state any special help
you will give.... editing work, giving advice on how to accomplish a new
task, etc.)**

Please ask me for suggestions, advice, guidance, etc. and feel free to
run ideas by me. Once again, you need to take the initiative to
communicate with me as I do with you.

In order to make certain this two-way communication happens, I am
scheduling progress review meetings every **(list the day of week and
time you will meet ... it is important to meet frequently and to ensure
progress is being made ... you might even suggest employee provide you
with a status report of work accomplished during the past week).** If
for some unforeseen reason we can\'t meet at the designated date/time,
we will meet as close to that time as possible at a mutually agreeable
time.

In addition, I will also do the following specific tasks to assist you
in improving your skill/competency levels:

1\. On \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ you and I will sit down together
and I will demonstrate to you how to
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_. I will take
the lead in this discussion/demonstration but will expect you to fully
participate in identifying the work to be accomplished after I have
demonstrated how to get started. At the end of this discussion, I expect
that you will have a better idea on how to **(state the outcome you
expect from this on-the-job training, demonstration, coaching....)**.

2\. On \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ you and I will meet to
discuss\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ and I will have some self-study
audio tapes for us to use to help us in this discussion. I will again
take the lead in this discussion and will expect you to fully
participate. At the end of the discussion, I expect that you will have a
better understanding of how to **(state your expectations....)**

3\. On \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ you and I will meet to
develop an Individual Development Plan (IDP) for you that will
specifically address additional on-the-job training and formal training.
At the end of this discussion, you will have an IDP that outlines the
training you will take in order to improve the skill areas identified
above and a time frame for completing the training assignments. If
possible, some will be identified to be accomplished during the time
period of the PIP and some will be identified for completion after the
PIP has ended.

4\. I have approved your attendance at the following training:
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_. This training is
offered at \_\_\_\_\_\_ times during the course of your PIP and I expect
you to attend the class. Please determine which time period would be
most beneficial to you and let me know so that the proper training
authorization forms can be completed. I expect you to have made this
decision by \_\_\_\_\_\_\_\_ so that I will have sufficient time to make
your nomination for the course.

5.... **and more if applicable** ...

**5. CONSEQUENCES OF FAILING TO IMPROVE TO AN ACCEPTABLE LEVEL**

I have every confidence that the two of us working together can provide
you with a good opportunity to improve in the identified
skill/competency areas especially if we both are committed to you being
successful in your job. I am committed to that and will make every
effort I can to help you make that improvement. The greatest share of
the responsibility, however, lies with you and your willingness to work
at improving your skills. I sincerely hope that you will use this period
of time to your best advantage. I must also, however, tell you that your
failure to meet the "fully successful" level of performance in Critical
Results \_\_\_\_\_\_\_\_\_\_,
"\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_" as identified in
this document will result in me taking one of the following actions:
reassignment to another position: reduction in grade in the same or
different occupation; or removal from Federal Service. As part of this
notification, I am informing you that you must improve to the minimally
successful level by the conclusion of the opportunity period and must
sustain that level of performance for at lease once year from the start
of the opportunity period.

**6. SIGNATURES:**

Your signature on this document indicates that you have received this
PIP and that I have discussed with you my expectations on your
accomplishments during the PIP improvement period. It does not indicate
that you either agree or disagree with the contents of this document.

\(1\) I have received the PIP and have discussed the matter with my
supervisor.

\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Employee Name, Title and Grade Date

Or

**(Employee name)** declined to sign as receiving and discussing the
PIP.

The PIP was given to him/her on
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_(date).

\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Supervisor Name, Title and Grade Date

##