Appendix C – Administrative Regulation 3.24.1 Written Counseling Example
To: John Doe (Work Center Name)
Cc: Jane Roe (Additional Supervisor Title) [Not required]
Fr: Joe Public (Duty Title)
Date: November 21, 20xx
Re: Written Counseling for Deficiency/Infraction
On Monday (November 5, 2016) I verbally coached John Doe about his duty performance regarding prompt and timely customer service. Over the past two weeks (20 October – 4 November) I observed that John was not answering the phone in a timely manner. Specifically, the phone was ringing five or more times before John would answer the incoming call; sometimes John did not answer the phone at all. These instances happened when John was not presently helping another customer. During the Verbal Counseling John was informed of my expectations for him and all Work Center staff regarding prompt phone answering and the correct use of the phone answering system. A ringing phone will be answered within four rings unless you are currently helping another customer.
After monitoring John’s customer service performance, the past two weeks (5 – 20 November), I did not observe any positive change. Consequently, John and I met again in private, and without additional supervisor Jane Roe present, to discuss the situation. I first reminded John of our conversation on November 5, 2017. He acknowledged that he remembered the discussion. I then asked John if he again understood my expectations for the Work Center and specifically for him regarding answering the office phone. He replied “Yes”. I also asked John if there was anything else that might be negatively affecting his duty performance regarding the phones. He replied “No”. I then asked John why he wasn’t answering the phone as instructed. He just shrugged and did not give a reply. I also asked John if he thought he had been given satisfactory training and instruction on how to answer the phone and use the answering system properly. He answered in the affirmative. I then re-stated my expectations to John in this area and encouraged him to work on improving this aspect of his performance. I told John that if he ever needed help to come see me. John understood and agreed that he would try to be better. I told John improvement needed to start immediately (i.e., the next day)!
Finally, John was informed that our discussion was considered Verbal Counseling and that I would retain a signed, written copy of our conversation in my Work Center internal files. The 15-minute meeting ended at 10:45 am.
Joseph Q. Public
Duty Title
Original Adoption Date:
Revision Date(s): 6/17/21(RN)
Date reviewed, no change: