Performance Standards - NPS: Common Learning Portal

 Critical Results – Additional “Fully Successful” Descriptions for Interpretation, Education, and Visitor Services EmployeesCritical elements may be tailored to employee duties and park circumstances. Additional descriptions of Fully Successful for common Interpretation, Education, and Visitor Services duties are listed here to help tailor EPAPs. Guidance on Levels of Performance:Except for where noted, apply the standard measures for Exceptional and Superior. Where noted, apply the standard measures for Exceptional and Superior in addition to the measures listed here. Performance StandardsFully SuccessfulIn addition to meeting the standards described under Minimally Successful, the supervisor is routinely satisfied that the following are met: Audience and Community Knowledge: Understands and applies knowledge and current formal and informal research, demographic data, motivation and cognitive learning theory on specific types of current and potential audiences (beyond the “general” audience). Weighs choices and makes decisions about presentations and products based on this data. Collaborates and uses active listening in order to discover new perspectives and integrate collective goals, outcomes and shared authority among and between stakeholders. Makes experiences relevant, engaging, and enjoyable based on demographics, behaviors, and/or interests for different types of groups and audiences.Audio-Visual Equipment: Manages service contract(s) for audio-visual or technology software and hardware or maintains audio-visual equipment. Monitors equipment and software to keep them in good repair and to minimize any time out-of-service; may perform minor, routine preventative maintenance of equipment. Coordinates repair or replacement of equipment through vendors or the Harpers Ferry Center Audio-Visual Depot, or others as appropriate. Maintains and submits records for accountable property. Avoids keeping on inventory any obsolete, broken, or otherwise unusable or rarely used equipment. Submits obsolete equipment to the park Board of Survey. Audits, Coaching, and Feedback: Provides constructive feedback and substantive comments in two-way discussions covering accuracy, interpretive content, techniques, delivery, and presentation skills. Feedback is documented in writing. Any deficiencies are diagnosed and corrected. Interpreters’ performance is improved due to coaching. Orientation and customer service skills, content, and behavior are observed and audited as well. Interpretive media and interpretation conveyed via technology (web, social media) are audited for accuracy, effective content, design, and presentation. Backcountry Permits: Issues backcountry use permits or supervises others in the permit-issuing system in accordance with a park's management plan. Educates visitors regarding requirements for backcountry hiking and camping; the reasons for the regulations; and the sensitivity of park resources and environments to human intervention. Ensures that all use limitations are observed; and informs visitors of special concerns such as fire restrictions, or areas closed to camping. Cooperating Associations: Works as liaison to the park cooperating association. Is aware of association's annual performance and sales goals and provides support to help association meet or exceed their goals. Works collaboratively and sustains strong relationships with cooperating association personnel and managers. ?Seeks and recommends sales items for approval with the primary focus on new and creative non-book items and categories of inventory.?Ensures that the cooperating association has a wide mix of products to extend the park’s messages and increase public enjoyment. The store offers a variety of sales items—especially non-book items—at multiple price points. Ensures timely and objective review of potential sales items for accuracy and appropriateness; sales items are never evaluated based on personal preferences. Employees who repeat evaluation of sales items based on personal preferences will not be assigned to review potential items. Provides training to NPS employees to ensure they understand the value, work, and goals of the NPS-cooperating association partnership and provides orientation and training to association employees to ensure they understand resources, organization, stories, and experiences offered at the park. Ensures timely and frequent communications with cooperating association to ensure they are aware of special events, anniversaries, constructions projects, closures and operational changes, or other factors that potentially impact sales operations. Works collaboratively and sustains strong working relationships and regular, open communications with cooperating association personnel and managers. The Scope of Sales is current and reflects park interpretive goals. Works through the cooperating association to get professional retail expertise to conduct reviews in order to maximize sales and efficiencies (for example, reviews of the mix and types of items, attractive retail displays to optimize marketing). Completes daily, monthly, quarterly, and annual deposits and reports on time with minimal errors and according to cooperating association policy. Voids and discounts are documented according to cooperating association policy; shortages and overages are documented and happen infrequently. Spot-checks and monitors the performance of others in collection and documentation of sales procedures and monies; corrects any deficiencies found in a timely manner; reports any irregularities to supervisor and cooperating association officials. May manage inventory and/or stock sales items so that the store is fully stocked. Note: Sale increase levels listed below are based on accepted cooperating association projections for annual budgeting and sales.Exceptional = [In addition to standard measures for Exceptional.] Cooperating association sales increase by 8-10% due in part to actions of the cooperating association liaison. Superior = [In addition to standard measures for Superior.] Cooperating association sales increase by 5-7% due in part to actions of the cooperating association liaison. Fully Successful = [In addition to standard measures for Fully Successful.] Cooperating association sales increase by 3-4% due in part to actions of the cooperating association liaison. Correspondence: Drafts or writes responses to public inquiries. Responses are done in a timely manner (within seven calendar days) and are grounded in policy and research and approved by a supervisor. (Washington Office Correspondence Manual: ) Curatorial Functions: Performs curatorial functions for collections or archives according to guidelines described within the park Scope of Collections. This can include: routine preventative monitoring and maintenance of exhibit or collections areas; monitoring or maintenance of environmental controls or security systems; performing Integrated Pest Management functions; accessioning, cataloging, or conducting inventories of artifacts. Education: Creates and delivers education content. Employee’s work empowers educators to: access the resources of the national parks for inclusion into classrooms and schools; have place-based learning experiences; and provide parks with the expertise of teachers to shape park education programs and services and extend capacity. Educators from K-12 schools learn about the resources and educational materials available through the National Park Service. Education programming and materials are created collaboratively with educators rather than for them. Education programming is tied to Common Core Standards (where applicable); or is aligned with curricula needs of schools and students in the region the park serves for education programming. Increases outreach to underserved students by providing professional development training opportunity to their teachers. Education strategy and programming may be based on education skills outside of the “category” of park content. (For example: using writing, reading, math, or STEM (science, technology, engineering, and math) standards, rather on social studies or history standards in a cultural resources park.) Participates in educator workshops (done independently or in collaboration with other parks or agencies) to provide professional development with the goal to empower teachers to use park resources in their own education programming. May use the Teacher-Ranger-Teacher model or the “Every Classroom” model for teacher professional development. Coaches peers to improve performance in delivering education programming including content; learning theories; classroom management techniques; principles and techniques of self-directed and free choice learning, shared authority and audience-focused techniques; and other related topics. Evaluates education materials and programming and makes improvements. Reservation system is evaluated for ease of use by teachers and improvements are made. Minimally Successful = Education programming and materials generally follow the curriculum-based model and are generally done in-house, rather than relying on educators to help create education materials and programming.Emergency Medical Services: Provides emergency medical services at his/her qualified level to visitors and employees. Maintains current certification(s) for providing emergency medical care.) Maintains first-aid, safety, personal protective equipment and supplies in good working order; this equipment meets local, state, and federal standards (as applicable). Coordinates training, updates emergency services plans, and communicates and coordinates with outside and community agencies that provide assistance in an emergency response. Areas of responsibility may include: structural fire, hazardous materials, search and rescue, emergency medical services or infectious disease. May participates in emergency transports to medical facilities or arrange for such transportation.Fee Collection: Fees are collected and the park fee program is administered according to policies and guidelines outlined in DO# 22 Recreation Fees ( )) and RM #22A Fee Collection Reference Manual () with no deviation. Ensures the accountability, security, and controls for receipts and deposits; and ensures that bookkeeping is accurate and in shape to be audited at any time. Manages accountable property (federal passes and other property) to be secured as outlined in DO #22 and RM # 22A. Historic Weapons: Maintains current NPS certification for Historic Weapons Safety. Functions as historic weapons safety officer. Ensures strict compliance with NPS Historic Weapons Demonstration Safety standards as well as with Management Policies (Chapter 7.5.8 ) and Director's Orders #6 Interpretation and Education () with no deviation. Historic weapons demonstrations link thematically to park stories, comply with standards for interpretive content, and are not merely technical demonstrations or explanations of equipment or tactics. History and Research: Conducts research that has been identified by park management as a park need. Research is conducted according to current standards of for historical research, and may use primary sources, historical literature, literature reviews, and/or park or community archives or other collections. May research park administrative history. The identified research supplements baseline documentation and/or provides additional primary material to help park staff craft relevant services and programming for the public. Responds to requests for information from the public and colleagues across park divisions. Assists with peer review of park publications, program outlines, social media posts, cooperating association materials, and other content to ensure historical accuracy. May review planning and other management and administrative documents to ensure historical accuracy and provide perspective on park administrative history and how management decisions shape a park over time. Writing is engaging, clear, to the point, appropriate for the medium, and meets standards for professional public historians. Ensures that research is well documented, transparent, and is made as widely available as possible to researchers and the public. Current Research Methods: Regularly demonstrates that he/she employs current methods of research related to the practice of history in a range of topics relevant to park stories. Includes multiple perspectives. Works to analyze, compare, contrast, and advise park staff, supervisors, and managers on issues related to interpretation and the practice of history. Collaboration: Helps to cultivate and/or sustain collaboration with nearby institutions, organizations, academia, and/or local educator networks and organizations. May assist and help to guide researchers, students, and/or the public who conduct historical research within the park and using park resources. Demonstrates understanding of park significance, and significance of related sites. Is well versed in the history of the agency. Understands and can explain the context in which historical events take shape. May help to train paid and unpaid staff across park divisions, and/or park partners in current methods of historical research and history. Illustrates how and why understanding and interpretation of history can change over time. Resource: Employee functions as a resource for park staff who seek deeper understanding of historic resources, park stories, preservation, and interpretation. Employee participates in community, local, park, regional, and/or national communities of historical practice (within and outside of the NPS). Contributes to these communities of practice and engages with history and public history professionals through a variety of means (such as through learning and development, mentoring, work groups, and other means.) Minimally Successful = Conducts historical research assigned. Prepares draft responses to answer public inquiries. Stays current on historical research methods related both to the practice of history and topic area(s) relevant to a park. Actively participates in reviews and planning efforts when assigned.Interpretation Demonstrations: Demonstrations may include public participation for experiential learning or to provide immersive experiences. Demonstrations include safety messages for that activity and adhere to guidelines tailored to the circumstances of the presentation.Costumed Interpretation, Living History, or Theater: Wears period dress as an interpretive tool. Clothing and appearance is as accurate to the time period as possible with modern intrusions limited to the extent possible (acknowledging that “living history” is a modern construct). Any props used accurately represent the historical period. Equipment and supplies are maintained in working order. Presentation may be in the third-person, or take the form of first-person role-playing, scripted or unscripted (improvisational) presentations, or theater. (See Historic Weapons for black powder firing standards.) Cultural Demonstration: Demonstrates aspects of culture that could include: lifeways; oral traditions of specific cultures or communities; use of equipment, props, or tools; re-creation of foods, tools, clothing, entertainment, or social institutions. Provides an accurate depiction of the aspect of culture demonstrated. Crafts are demonstrated in a safe manner; safety takes precedence over authenticity.Technical Demonstration: The program accurately demonstrates a craft, technical, or recreational skill. Incident Command: Serves as a member of all-risk operations teams as identified in the Incident Command System. Performs duties according to incident command principles in incidents such as: special events; search and rescue operations; wildland or structural fires; and natural disasters. Operations: Consistently anticipates operations issues and communicates, mitigates, and resolves operations issues in the division and park to his/her level of responsibility. Works through appropriate channels to communicate and resolve operational issues. Contributions to operations improve and streamline existing conditions to make them more efficient or effective.or —Operations: Follows Standard Operating Procedures (SOPs) with minimal deviation; uses agreed-upon systems and functions as a member of the larger operations team. Potential issues are communicated to peers and supervisors so that they may be resolved at the lowest possible level. Supports peers and consistently works productively with them to ensure smooth operations. Public contact work is done with limited direction from the supervisor; balances needs of all visitors during busy times. Maintains clean and organized visitor center and/or visitor contact areas; areas are stocked with up-to-date publications; signs, information boards, and other public notices are updated regularly and look professional. Works proactively to anticipate, troubleshoot, and resolve and/or report any operations, equipment, or facility issues that potentially affect the visitor experience with the goal to minimize time out-of-service. Public facilities are open, clean, and safe with minimal exceptions; ensures that facilities open and close at designated times. Statistics are regularly recorded and reported according to park procedures. Any breeches in security or security procedures are reported as soon as operationally feasible.Planning: Helps plan interpretive programming and services for a season or longer. Planning decisions for programming and visitor services are focused and grounded in park purpose, significance, and themes. Short term (annual) planning decisions achieve and complement actions collaboratively determined in annual park planning and long-range interpretive planning (Park Annual Plan, Comprehensive Interpretive Plan, Long Range Interpretive Plan, Annual Interpretive Plan, etc.). Choices are data-driven: based on data, analytics, evaluation, and public feedback. Planning choices are also influenced by audience research, current societal, museum, and agency trends and direction. Planning provides focus and strengthens the park niche; there is not an attempt to do everything, rather, to make informed choices matched to park circumstances and strengths to deliberately and strategically dedicate resources to achieve goals. Rarely, if ever, is “ranger’s choice” or employee preference used to guide park programming decisions. Involves “outside” voices (for example, non-interpreters, educators, partners, neighbors, stakeholders, and/or the public) in considerations for services and programming. Some recommendations stretch and grow the organization and include creative experimentation. Program Development: Programs are accurate, have defined objectives, support park themes, are tailored to specific circumstances and audiences; have strong organization; begin and end on time; are illustrated through the environment or with images; are relevant, interesting, incorporate active learning strategies and activities; and are practiced, evaluated, and altered for improvement. Special attention is given to identify and apply lessons and failures to make improvements. Programmatic Accessibility: Coordinates internal or external reviews of park accessibility products, services, and programming to improve programmatic accessibility. Reviews, makes recommendations, coordinates purchases or contracts, and acts to create universal access to interpretive media and personal services programming. Exceptional = [In addition to standard measures for Exceptional.] At least 80% of the park’s hardware, online media, and programming comply with principles of Universal Design. Superior = [In addition to standard measures for Superior.] At least 70% of the park’s hardware, online media, and programming comply with principles of Universal Design.Public Affairs: Prepares or drafts materials for local press and/or marketing efforts. Demonstrates that he/she differentiates between the different types and forms and styles of writing needed for various circumstances. For example, the accepted industry style and forms used for writing for journalists and the media (media advisory, press release, news release) and other forms of informational writing including writing styles intended for marketing and publicity. Uses appropriate media/journalistic writing style when writing for media (avoids ”interpretive writing” in this case); uses industry standards such as the AP Style Guide for writing directed to the media. Understands [media] audiences and creates compelling, quotable, easy-to-understand messages that meet the organization's communications goals.?Key messages are reviewed and approved before using them. Notifies supervisor and the chain of command when there is breaking news or when controversy arises. Understands how media contacts prefer to be contacted and tailors what is needed by various media outlets. Maintains relationships and current contacts and mailing lists in various forms for both news and publicity/marketing. May arrange interviews, be interviewed by the media, or respond to media inquiries (may be on camera, audio, in writing, or via phone, video chat or other technology). Directs journalists and media to the appropriate spokesperson for the park depending on the circumstances. May manage press access and media relations at breaking news or large scale planned events.?Resource Protection: Monitors and reports on the condition of park resources. Safety: Day-to-day behavior demonstrates a strong safety ethic and implementation of Operational Leadership principles. Continuously analyzes environments and situations for potential hazards, mitigates, and/or reports them to the level of his/her responsibility. Accidents and near misses are reported. Wears personal protective equipment; equipment is kept in good working order; and safety supplies stocked. Regularly participates in drills/evacuations with the public and de-briefs afterward. At least annually participates in safety walkthroughs, safety simulations, or first-aid or safety-related training that has the goal to increase individual and/or group preparedness. Visitors are routinely informed of fire exits and safety routes and other potential hazards and their mitigations. [Note: This element may be excluded if employee has a separate Critical Result devoted to Safety.] Special Event or Special Emphasis Program: Leads coordination of special events or special emphasis or community relations programming. Coordinates all aspects of programming including: planning the overall event and suggesting or coordinating specific activities; research and materials; invitations; arranging logistics and equipment; creating and posting marketing via web/publications and/or signage; arranging any reservations or scheduling; collaborating and coordinating with other employees, partners, and the community; and evaluation and analysis to determine return on investment of the programming. Special Use Permits: Negotiates and administers routine special park use and film permits according to guidelines found in Director’s Orders #53 Special Park Uses () and other applicable policy and guidelines. Drafts conditions for the permit to protect park resources and minimize impact on regular operations and other park visitors. Coordinates and communicates information about permit logistics. Processes permit fees. Monitors permittee’s activities to ensure compliance with permit conditions. When appropriate, coordinates an after-action analysis of the event in order to inform and improve future permit activities. Supervision (of non-NPS Personnel): Supervises volunteers, interns, Student Conservation Association (SCA) employees, or other non-NPS employees. Prepares position descriptions and performance standards; recruits, hires, and trains; coaches in interpretive performance and customer service; regularly monitors and evaluates performance. Actions comply with law, policy, and regulation, including equal opportunity, and labor-management agreements. Ensures that volunteers and others who present interpretation on behalf of the NPS are audited at least twice during the first year at a park; at least once a year after that. Audits are documented and include substantive comments regarding accuracy, interpretive content and techniques, and delivery/presentation skills. Interpreters’ performance is improved due to coaching. Orientation and customer service skills, content, and behavior are observed and audited as well. Interpretive media and interpretation conveyed via technology (web, social media) are audited for accuracy, effective content, design, and presentation.Exceptional = [In addition to standard measures for Exceptional.] The park increases youth hiring (through NPS or partners) by at least 20% over the previous year.Superior = [In addition to standard measures for Superior.] The park increases youth hiring (through NPS or partners) by at least 10% over the previous year.Technology, Web, and Social Media: Contributes to park-wide website, social media and technology efforts that provide relevant, engaging, accurate, and current content. Content matches the spirit, tone, and intent of a particular medium to be as engaging as possible. Content meets NPS standards including accessibility standards. Writing: Any writing is clear, engaging, to the point, and generally is edited to be as brief as possible to increase impact; writing meets the norms for the particular medium. Design: Design and organization of material is attractive and based on generally accepted design principles. Visual literacy: Images are of good quality; used to illustrate and in a way that they tell stories in and of themselves; and are appropriate to use (for example, images are in the public domain; the NPS obtained rights to use the image; written permission was obtained and on file for photographs of minors). Regular Updates, Current Content: Social media and other technology and virtual products are given priority and regularly updated to remain current. For example, depending on circumstances and medium, but generally at minimum, content is updated at least 2-3 times per week. Sustainable and Focused: Technology and social media efforts are planned and designed to be realistically sustainable given park capacity and employee skills. If a medium can’t be sustained or updated at fairly regular intervals, or at expected levels of quality or engagement within the norm for that medium, the employee helps the park reexamine priorities for communicating through social media and technology. (For example, it is preferable to focus efforts to achieve quality products rather than to try to do everything but fall short in doing it well). Data Driven: Analytics and other data and evaluation and feedback is regularly used; communicated to supervisors and management; analyzed; and applied to make adjustments and improvements and to (re)allocate attention and/or resources for technology-based interpretation. Planning: Efforts help to meet park and national goals (such as Call to Action goals). May help to develop park social media or other technology plans or goals. Training: Develops lesson plans, training sessions, developmental opportunities, and courses of curriculum that meet specific training objectives. Presents training in person and virtually. Revises and improves lessons based on evaluation and participant and manager feedback. Makes logistical arrangements to support the training (for example: scheduling instructors, arranging venues, preparing materials and marketing, and maintains records). Provides timely advance notice to employees and supervisors when employees are due for recertification on required training. Learning and development needs may be assessed and identified based on the individual and aggregate data listed in Individual Development Plans. Volunteers: The employee oversees and monitors a dynamic volunteer program with tangible benefits for the public, the National Park Service, and is rewarding for the people who volunteer. Manages the volunteer program as a long-term stewardship and community engagement strategy. Administers volunteer responsibilities in a professional manner; encourages active citizen engagement; builds positive relationships; and increases capacity and sustainability for the park and its programs. The employee is aware of national goals for the Volunteer-in-Parks program and acts locally to help meet those goals. Performs as an active liaison between the park and volunteers and between volunteers and management, other park staff, and partners. Manages the volunteer program according to policy and guidelines outlined in DO #7 Volunteers-In-Parks () and RM #7 (). Establishes criteria for volunteer service tailored to meet park needs. Establishes and communicates standards for attendance and performance. Creates a diversified menu of volunteer opportunities (a variety of positions, roles, and divisions). Seeks ways for the park to use and capitalize on the expertise and talents of a broad range of potential citizen-stewards of all ages. Creates volunteer opportunities that fit a variety of personal circumstances and motivations to volunteer (ongoing volunteer positions; one-time or special event volunteer opportunities; volun-tourism; service learning, etc.). Assesses park volunteer needs. Implements recruiting strategies. Provides orientation and training for volunteers; may provide training to NPS employees about the volunteer program (training may be in-person or technology-based). Ensures regular communications with volunteers; regularly communicates “up” to supervisors and managers. Sustains strong, positive working relationships and communications between the park and volunteers, and between volunteers and management, park staff, and partners. Monitors volunteer performance; counsels, and takes appropriate corrective action if a volunteer does not meet program or conduct standards. Recognizes volunteer service at least annually. Analyzes volunteer data and accomplishments, uses the analytics available on . All reporting (such as the annual volunteer reports on ) is accurate, complete, and submitted by the deadlines. (Volunteer) Audits, Coaching, and Feedback: Ensures that volunteers who regularly present interpretation, provide customer service, or perform other tasks on behalf of the National Park Service are audited or performance is reviewed at least twice during the first year at a park; at least once a fiscal year after that. May perform the audits him/her self and/or coordinate with other park staff to conduct the audits and coaching to ensure that all volunteers are audited and receive in-person feedback by the end of the fiscal year. (There are wider benefits to the park including scheduling flexibility and employee development opportunities in the team approach to volunteer audits.) Provides constructive feedback and substantive comments in two-way discussions covering accuracy, interpretive content, techniques, delivery, presentation skills, and customer service. Feedback is documented in writing and given in person on the day of the audit with few exceptions (this feedback is usually brief, to the point, and not overly long). Volunteers are held to high standards for customer service and interpretation. Any deficiencies are diagnosed and corrected; inaccuracies are corrected. Volunteers’ performance is improved due to coaching. Orientation and customer service skills, content, and behavior are observed and audited as well. Any interpretive media and interpretation conveyed via technology (web, social media) is audited for accuracy, effective content, design, and presentation. Other tasks are reviewed and feedback is based on the norms for that task. Writing: Written work is done in plain English, clearly organized, concise and coherent. Documents such as correspondence and reports comply with the appropriate style guides. (For example: Washington Office Correspondence Manual ()and HFC Editorial Style Guide (.) Differentiates between situations where different types of writing are called for and can appropriately write in these different styles as needed (for example: technical writing [standard operating procedures, policy, reports], expository writing [websites, some types of publications], descriptive writing, informational writing and writing for media [including the web] and interpretive writing [some types of publications and guides, exhibits, and interpretive materials]). ................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download