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Letter Carriers · CCA Basics

Street Delivery Basics

Delivering accurately, safely, and at a steady pace once you leave the office.

⚠️ Please Read

This crowdsourced website launched in August 2026, and much of its information is currently placeholder content. We’re asking mail carriers to help us identify errors and submit corrections as we add practical, professional insights from experienced carriers to every page.

🚚 Street Delivery Basics for CCAs

Once you've cased the mail and packed your satchel or vehicle, it's time to begin street delivery. As a City Carrier Assistant (CCA), your goal is to deliver mail accurately, safely, and efficiently — while following USPS policies and respecting the community you serve.

📍 Starting the Route

Before leaving the office, you'll hit the "Leave to Street" scanner function. Confirm you have:

  • Your fully charged scanner (MDD)
  • All DPS, SPRs, flats, and parcels organized
  • LLV keys or satchel with necessary supplies (dog spray, pen, PS Form 3849)

🧭 Following the Line of Travel

Stick to the established delivery order shown on the route case and your scanner. Deliver mail exactly in the sequence intended — even if it feels faster to skip around.

  • Deliver to each stop in order
  • Use relay bags if assigned (on walking routes)
  • Park safely and legally — never block driveways or hydrants

📦 Handling Parcels and SPRs

Special Purpose Routes (SPRs) and parcels must be scanned and delivered properly. Your scanner will prompt you at the appropriate time. If a delivery cannot be made:

  • Attempt delivery once
  • Leave a PS Form 3849 (We ReDeliver for You!)
  • Mark "No Access" or "Attempted" in the scanner, with reason

📱 Proper Use of the Scanner (MDD)

Use your scanner throughout the day for:

  • Delivery point scans (parcels and tracking)
  • MSP scans (Management Service Points)
  • Clock events — "Begin/End Lunch", "Return to Office"

Keep the scanner screen clean and protected from weather. Notify your supervisor if it malfunctions.

⚠️ Safety on the Street

  • Be aware of dogs — carry spray and avoid entering fenced yards uninvited
  • Watch for traffic when crossing streets or exiting LLVs
  • Use handrails and walkways; never run
  • Secure mail and packages in high-crime areas

⏱️ Managing Time and Pace

Don't feel pressured to rush. Focus on consistency and safety. Time on the street is recorded through your scanner and reflected in route evaluations. If you believe you'll need more time:

  • Submit PS Form 3996 before leaving the office
  • Notify your supervisor of delays as early as possible

📚 Related USPS Materials

  • M-41 Handbook: Duties and delivery instructions for city carriers
  • Scanner User Guide: Refer to your station's SOP or training materials
  • National Agreement: Rules on safety, discipline, and assistance
Final Tip

Your job is public-facing — how you deliver reflects on the Postal Service. Stay alert, be respectful to customers, and take pride in accuracy. With time, the street becomes second nature.

📝 Test Your Knowledge: Stage 4 Badge: Street Delivery Basics

10 questions — 70% to pass, 80% Skilled, 90% Mastered, 100% Perfect.

1. Which scanner function does the page say you hit before leaving the office?
2. Which supplies does the page list for your LLV keys or satchel?
3. What does the page say about the delivery order, even when skipping around feels faster?
4. Per the page's parking advice, what should you never block?
5. If a parcel delivery cannot be made, what does the page say to do?
6. In the scanner section, what does MSP stand for?
7. What does the page say to do if your scanner malfunctions?
8. Which of these is in the page's Safety on the Street list?
9. According to the page, how is your time on the street recorded?
10. If you believe you'll need more time, what does the page say to submit before leaving the office?

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Stage 4 continues

This stage has 2 more parts below. Read on in order, and take each test as you reach it: it opens on the course's own page and brings you back here when you're done.

Stage 4 · Course 1 of 2

Customer Service Professional

You're the face of the Postal Service on every route — how to handle customers, complaints, and requests with confidence.

Open this course on its own page →

🤝 You Are the Postal Service

For most customers, the letter carrier is the only Postal Service employee they'll ever meet face to face. How you carry yourself on the route — patient, professional, courteous — shapes what an entire neighborhood thinks of USPS. That's a real responsibility, and it's also protection: professional conduct is the best defense against a complaint turning into something bigger.

📮 Common Customer Requests

  • Hold Mail requests — customers can schedule these online or in person; check for a hold notice before delivering to a vacant-looking address.
  • Special delivery instructions — some addresses have notes for where to leave parcels, gate codes, or dog warnings. Read them.
  • Change of address questions — direct customers to usps.com or the local Post Office; carriers don't process these themselves.
  • Missing mail — stay calm and professional; not every missing-mail complaint is about you, but how you respond still reflects on the Postal Service.

😤 Handling Complaints and Difficult Interactions

Not every customer interaction is pleasant. A few ground rules keep a tense moment from becoming a bigger problem:

  • Stay calm and let them talk. Most complaints cool down once the customer feels heard.
  • Don't argue on the doorstep. If something needs to be resolved, tell them how to reach the station or file a service request — you don't have to solve it standing there.
  • Never get physical or threatening — with a customer, an animal, or anyone else. Disengage and report the incident instead.
  • Document anything serious. If a customer is aggressive, threatening, or harassing, report it to your supervisor the same day.
If Things Escalate

If you ever feel unsafe, leave the situation and radio or call your station. No delivery is worth a physical confrontation.

🚫 What Not to Do

  • Don't share other customers' information (who lives where, what mail they get, schedules you've noticed).
  • Don't accept cash tips or gifts above the value USPS policy allows around the holidays.
  • Don't make promises about delivery times or claims resolutions you can't guarantee.
  • Don't let a bad interaction on one stop change how you treat the rest of your route that day.

📋 Forms That Help

A few forms exist specifically to keep customer-facing situations documented and off your plate once you've reported them:

  • PS Form 3849 — "We ReDeliver for You" notice, left when a parcel can't be delivered.
  • PS Form 1571 — for undelivered or curtailed mail, including addresses you couldn't safely access.
  • PS Form 1767 — to report a hazard, including an aggressive animal or an unsafe customer interaction.
Final Tip

Professionalism isn't about being a pushover — it's staying calm, staying safe, and letting the right forms and the right people handle what's beyond your control.

Stage 4 · Course 2 of 2

City Letter Carrier Rights — Advanced Badge

The contracts and handbooks that protect you — and the rights they guarantee.

Open this course on its own page →

📚 Policies, Rights, and the National Agreement

As a City Carrier Assistant (CCA), you're protected by national labor agreements, handbooks, and USPS regulations. Knowing your rights — and where to find them — helps you advocate for yourself, stay safe, and succeed in your position. This guide highlights the most important resources and what they mean for you.

🤝 The National Agreement (NALC–USPS Contract)

  • This is the binding labor contract between the National Association of Letter Carriers (NALC) and the U.S. Postal Service.
  • It outlines your pay scale, benefits, grievance procedures, work hour guarantees, holidays, and rules for conversions to career status.
  • CCAs are covered under Article 7 and Article 8, with specific rules for overtime, holiday scheduling, and uniform allowance.

You can request a printed copy from your union steward or access it online via the NALC website.

📘 USPS Handbooks: M-41 and M-39

  • Handbook M-41 — Describes the duties, responsibilities, and conduct expected of letter carriers on the job. It includes street delivery procedures, safety rules, and performance standards.
  • Handbook M-39 — Explains how managers evaluate routes and carrier performance. If you're being observed or measured, this is what they use.
Tip: Carriers are entitled to request copies of these documents when needed — especially during route inspections or grievances.

⚖️ Key Rights You Have as a CCA

  • Right to Representation — You have the right to request a union steward during any investigatory interview that may lead to discipline (Weingarten Rights).
  • Overtime Protections — You can use PS Form 3996 to request help if you cannot finish your assignment in the scheduled time.
  • Breaks and Lunch — You're entitled to a lunch period and breaks as outlined in your local memorandum or contract.
  • Grievance Process — If your rights are violated, you can file a grievance through your union steward.

🔍 Where to Go for Help or Questions

  • Contact your union steward or supervisor for help understanding your rights or addressing issues.
  • Check your station's union board for local MOUs (Memoranda of Understanding).
  • Ask veteran carriers how local practices apply — rules may vary slightly by region.

🧾 Related Resources and Pages

Final Tip

Knowing your rights is the first step toward a fair and successful career in the Postal Service. Read the materials, ask questions, and lean on your union — knowledge protects your time, health, and paycheck.

End of Stage 4

Pass every test in this stage and its award is yours: Gold for an average of 90% or more, Silver 80, Bronze 70, Granite 60. Back to My Training.