City Letter Carrier Training Manual

🧭 The Role and Responsibilities of a City Letter Carrier

1.1 Understanding the Mission of the USPS

• Deliver and collect mail with speed, accuracy, and security as part of the universal service obligation.
• Serve the public consistently, maintaining the Postal Service's reputation for reliability.
• Promote trust through courteous and professional service at all times.
• Act as a representative of the USPS in every community served.
• Follow federal laws, USPS regulations, and ethical standards of conduct.

Reference: M-41 §112, ELM §111.1, POM Chapter 1

1.2 Scope of Responsibilities

• Perform duties in accordance with USPS policies and handbooks (e.g., M-41, M-39).
• Deliver all mail on assigned routes unless properly curtailed.
• Report hazards, customer complaints, or delivery issues promptly.
• Secure the mail and postal property at all times.
• Wear an authorized uniform (if applicable) and maintain a professional appearance.

Reference: M-41 §111–112, POM Chapter 6

1.3 Expectations for Daily Performance

• Report to duty on time and clock in as scheduled.
• Review and verify the mail volume received each day.
• Prepare, case, and organize mail in delivery sequence efficiently.
• Depart for the street promptly, following all safety and route procedures.
• Return to the office and complete required end-of-tour duties and reports.

Reference: M-41 Chapter 2, Letter Carrier's Daily Log

1.4 Diligence, Promptness, and Efficiency

• Maintain a pace that is both safe and accurate. Management will regularly push only for time, but “there is no set pace at which a carrier must walk and no street standard for walking” (established by national-level arbitration and pre-arbitration settlements, most notably M-00304 from October 22, 1985). SH
• Avoid unauthorized delays, detours, or deviations from assigned duties.
• Work consistently throughout the tour, avoiding loitering or excessive breaks.
• Demonstrate flexibility during unforeseen volume increases or route changes.
• Collaborate with management and coworkers to promote operational efficiency.

Reference: M-41 §112.2, M-39 §121

1.5 Customer Service and Public Interaction

• Be courteous, respectful, and helpful to all customers.
• Provide accurate answers or refer questions to appropriate personnel.
• Respect customers' privacy and mail security at all times.
• Handle complaints or confrontations calmly and professionally.
• Be visible and accessible during delivery when appropriate.

Reference: M-41 §112.4, ELM §660 Ethics, POM §614

1.6 Mail Security and Protection of Postal Property

• Ensure all mail is delivered to the correct address or returned undeliverable.
• Protect mail from theft, damage, or exposure to the elements.
• Lock vehicles and secure satchels when unattended.
• Report any suspicious activity, threats, or damage to supervisors.
• Handle accountables (e.g., certified, registered mail) per proper procedures.

Reference: M-41 §112.3, POM §631, ELM §667.2

1.7 Professional Conduct and Compliance

• Comply with all USPS policies, federal laws, and union agreements.
• Adhere to ethical guidelines outlined in the ELM.
• Refrain from any behavior that could be interpreted as insubordinate or dishonest.
• Follow chain-of-command when reporting concerns or disputes.
• Maintain integrity when filling out forms such as PS 3996, 1838-C, and Daily Logs.
• Form 1571, Undelivered Mail Report, is particularly important when you are told by a Manager to bring back ANY DPS, flats, or parcels that were NOT delivered (M-41 §241.311 and M-39 §11.2.E). Plus, the 1571 needs both the Letter Carrier's and Management's signature. This is one of eight mandatory duties found in Section 4: PM Office Duties of the M-41.

Reference: ELM §661–669, M-41 §115, Route Inspection Guides

1.8 Union Awareness and Rights

• Understand your rights under the National Agreement between USPS and NALC.
• Know the role of your shop steward in grievance and inspection matters.
• Be informed on the procedures for filing grievances or raising concerns.
• Recognize the union's role in route inspections and minor adjustments.
• Use union-provided materials (e.g., NALC Pocket Handbook) to track and protect work time.

Reference: NALC Route Protection Program Chapters 1–3, 2018 NALC Inspection Guide

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🏢 Start-of-Day and Office Duties

2.1 Reporting for Duty

• Report to the assigned duty location on time and ready to work.
• Clock in using the correct operation code as instructed by management.
• Check for official postings or notices, including changes in procedures or schedules.
• Verify if any accountable mail or keys are issued at the beginning of the tour.
• Confirm with your supervisor whether any auxiliary assistance or overtime has been approved.

Reference: M-41 §131.1–131.4, ELM §432.1

2.2 Clock Ring Procedures

• Record clock rings accurately and in real time using the time clock or IVR system.
• Ensure you use the correct operation codes for in-office and street time.
• Immediately notify a supervisor if you forget or make an error with a clock ring.
• Use Form 1260 if authorized to record a missed ring with explanation.
• Avoid manipulating clock rings, as falsification can lead to discipline.

Reference: M-39 §122.2, ELM §665.13

2.3 Reviewing and Verifying Mail Volume

• Examine mail distributed to your case: your Supervisor should tell you the quantity of DPS for the day; some flats should be delivered in tubs to your case and/or the tall flats shelves; your quantity of parcels can be found in your MMD Scanner, under “How am I doing?” Parcel quantity should be the top left line item.
• Collect hot case flats and DPS mail or late-arriving pieces and factor them into your time estimates.
• If mail appears excessive or insufficient for an average day, request Form 3996 from your Supervisor so as to estimate your requested Overtime or Auxiliary help for that day.

Reference: M-41 §225.1–225.3, Route Protection Program Ch. 1

2.4 Casing the Mail

• Case mail efficiently and consistently according to delivery sequence.
• Follow proper casing methods for letters, flats, and SPRs.
• Avoid unnecessary handling of mail.
• Notify management of any irregularities or obstructions to casing, such as broken equipment.

Reference: M-41 §225.2, M-39 §122.1

2.5 Pulling Down and Strapping Out

• Pull down mail in correct delivery order to prepare for loading into satchels or trays.
• Use trays or satchels appropriately based on route type (e.g., park & loop, curbline).
• Label bundles correctly and clearly to avoid confusion during delivery.
• Ensure packages and parcels are grouped and loaded efficiently.
• Confirm you have all accountables and keys before leaving the office.

Reference: M-41 §226, POM §631

2.6 Preparing for Street Duties

• Scan required MSP barcodes and log equipment checks.
• Load mail and parcels into the vehicle or satchel based on delivery strategy.
• Securely stow all items to prevent shifting or loss in transit.
• Wear the postal uniform as prescribed, along with proper footwear.
• Confirm any new customer instructions or hazards noted on the edit book or Form 1564.

Reference: M-41 §231, §242.33, M-39 §127

2.7 Communication with Supervision

• Inform your supervisor of any delays, unusual mail volume, or safety concerns.
• Request PS Form 3996 for auxiliary assistance or overtime if needed before leaving.
• Discuss any changes to your route or duties at the start of the day.
• Clarify expectations for parcel volume delivery and potential pivots.
• Maintain professionalism even during disagreements or disputes.

Reference: M-41 §131.4, ELM §665, 2018 NALC Guide to Route Inspections

2.8 Final Checks Before Leaving for the Street

• Recheck that all mail types are loaded: letters, flats, parcels, SPRs, DPS, FSS.
• Perform a vehicle safety check and fill out the Vehicle Condition Report (VCR), if applicable.
• Make sure you have water, scanner, satchel, and necessary safety gear.
• Scan any required departure or load confirmation barcodes.
• Leave the office on time or as close as possible to the scheduled street departure.

Reference: M-41 §131.4, §231.1, §242.1–2

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🚶 3.1 Departure from Office

• Leave the office at the scheduled time or promptly after casing is complete.
• Ensure all necessary items are with you: mail, scanner, accountables, keys, satchel.
• If delayed, inform management and document the reason.
• Check vehicle condition again briefly if using a postal vehicle.
• Begin MSP scans and PS Form 3999 time entries (if applicable) upon leaving.

Reference: M-41 §231, Route Protection Program Ch. 1

🛣️ 3.2 Safe and Efficient Street Delivery

• Follow the approved line of travel and avoid shortcuts.
• Deliver mail in proper sequence—do not rearrange mail while walking or driving.
• Be aware of surroundings; watch for hazards such as loose dogs, blocked access, or poor weather.
• Use crosswalks and sidewalks whenever possible to avoid injury or liability.
• Drive responsibly, adhere to all traffic laws, and never use a cell phone while operating a vehicle.

Reference: M-41 §242, §252; ELM §824; POM §631

📦 3.3 Handling Accountables and Parcels

• Obtain signatures for accountables (certified, registered, insured) when required.
• Leave PS Form 3849 if customer is not available, and follow redelivery procedures.
• Place parcels securely and discreetly to avoid damage or theft.
• Use dog warning cards or edit book notations when appropriate.
• Note and report any undeliverable parcels with reasons for non-delivery.

Reference: M-41 §261, POM §641–643

🏢 3.4 Delivery to Business and Residential Addresses

• Know the delivery schedule and methods for businesses (e.g., dock, mailroom, slot).
• Observe security procedures for gated communities or apartment buildings.
• Avoid unnecessary conversations or distractions that delay delivery.
• Leave mail only in approved receptacles or per authorized customer instructions.
• Skip no addresses unless authorized via curtailed mail procedures.

Reference: M-41 §242.21–242.23, POM §632.1

📲 3.5 Scanning and Timekeeping Requirements

• Complete MSP scans at designated locations and times.
• Ensure barcode scans are accurate and timely to validate delivery.
• Record accurate times for major points during the street portion of the route.
• Notify management if scan points are inaccessible or missing.
• Do not falsify or stage scans—this can lead to serious disciplinary action.

Reference: M-41 §131.4, M-39 §134, IOCS Handbook F-45

⚠️ 3.6 Dealing with Hazards and Emergencies

• Immediately report aggressive animals, blocked deliveries, unsafe structures, or weather-related hazards.
• Carry dog spray and whistle in areas with known threats.
• If mail delivery is not possible, document and inform supervision per policy.
• Know emergency procedures and contact points if injured or in danger.
• Use PS Form 1767 to report hazardous conditions formally.

Reference: M-41 §131.4, ELM §824, POM §126.5

🔀 3.7 Route Adjustments and Deviations

• Stick to the official line of travel unless instructed otherwise by management.
• Document detours due to construction, closed roads, or safety concerns.
• Use PS Form 3996 to report time needed for deviations or added duties.
• Inform management if mail volume or conditions justify extending your route time.
• Be prepared to explain route performance during future inspections or reviews.

Reference: M-41 §131.4, Route Inspection Guide; M-01766 COR Guide

🏁 3.8 Returning to the Office and End-of-Tour Duties

• Return to the office promptly upon route completion unless redirected by management.
• Empty vehicle or satchel and return all accountables, keys, and scanner.
• Report any undelivered mail and reasons for non-delivery.
• Complete any required end-of-day forms (e.g., 3971, 3996 updates, daily log).
• Clock out using the appropriate operation code and review for any discrepancies.

Reference: M-41 §132.2–132.3, Letter Carrier's Daily Log, ELM §432

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🎯 4.1 Purpose of Route Evaluation

• Ensure each city delivery route is adjusted to as close to 8 hours as possible.
• Evaluate route workload fairly based on both office and street duties.
• Identify routes that are overburdened or underburdened based on actual performance data.
• Help balance workloads across routes for better service and carrier equity.
• Form the basis for permanent or minor route adjustments through data review.

Reference: M-39 §211–212, Route Protection Program Ch. 1 & 2

🔍 4.2 Overview of the Route Inspection Process

• Typically consists of a six-day mail count followed by one day of inspection.
• Observers and route inspectors may accompany the carrier during street duties.
• Data from PS Forms 1838-C, 3999, and 1840 are used to evaluate performance.
• Carriers must be informed of the inspection date and count procedures in advance.
• Any route changes must be based on accurate and jointly reviewed data.

Reference: M-39 §214, NALC 2018 Guide to Route Inspections

📊 4.3 Mail Count and Form 1838-C

• Carriers are responsible for accurately recording volume of letters, flats, parcels, SPRs.
• Form 1838-C includes daily mail counts, casing time, and withdrawal time.
• Volume counts must be conducted consistently across the six-day period.
• Supervisors or route examiners may assist or verify volume data.
• Carriers should retain a copy of each day's entries for their own records.

Reference: Route Protection Ch. 1, Form 1838-C instructions

🗓️ 4.4 The Day of Inspection and Form 3999

• Supervisors accompany the carrier on the street to observe and record activity.
• Form 3999 documents actual street travel, delivery stops, and line of travel.
• Carriers should follow normal practices—no speeding or artificial delays.
• Any abnormal conditions (e.g., construction, detours) must be noted on the form.
• A discussion should follow where carriers can review and comment on the 3999 data.

Reference: Route Protection Ch. 1, M-01766 Ch. 2

⏱️ 4.5 Office and Street Time Evaluation

• Office time includes casing, pull-down, handling accountables, and loading.
• Street time includes travel to/from route, delivery, relays, pickups, and scanning.
• Data from the week and inspection day are compared to standard performance expectations.
• Excessive or deficient times must be fully explained before any route change.
• Adjustments must reflect consistent, not one-time, workload patterns.

Reference: M-39 §213, IOCS Handbook F-45, Route Protection Ch. 3

🔧 4.6 Minor Adjustments (Section 141 of M-39)

• Minor adjustments can be made without a full inspection if based on documented data.
• Examples include shifting deliveries between routes or correcting travel patterns.
• These changes must be recorded on PS Form 1840 Reverse.
• Carriers and union representatives should be notified and given the rationale.
• Minor adjustments should not be used to bypass full inspections where warranted.

Reference: M-39 §141, Route Protection Program Ch. 3

🗺️ 4.7 Computerized On-Site Route (COR) Adjustments

• COR is a mapping software used to propose route changes using PS Form 3999 data.
• Time deductions must be explained and documented on PS Form 1840 Reverse.
• COR cannot replace the need for proper consultation with the carrier.
• Carriers and NALC representatives should review COR territory transfers for fairness.
• Any route realignments made through COR must comply with M-01661 settlement (see M-01766).

Reference: M-01766 Guide to COR, Ch. 4–7

⚖️ 4.8 Consultation and Grievance Rights

• Carriers must be given an opportunity to review PS Forms 1840 and 1840 Reverse.
• Management must hold a consultation with the carrier before final adjustments.
• Carriers may include written comments or objections on the forms.
• If disagreement exists, carriers should contact their shop steward immediately.
• Contractual rights allow grievances over improper inspections or adjustments.

Reference: M-39 §242.3, Route Protection Ch. 1, ELM §666.2

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📝 5.1 PS Form 3996 – Carrier Auxiliary Control

• Used to request auxiliary assistance or overtime before leaving for the street.
• Carriers must request and complete the form when they anticipate exceeding 8 hours.
• Supervisors must approve or disapprove and provide reasons in writing.
• Always retain a personal copy of submitted PS Form 3996.
• If conditions change on the street, carriers may notify management and revise the form.

Reference: M-41 §131.4, ELM §432.32, NALC Route Inspection Guide

📊 5.2 PS Form 1838-C – Carrier's Count of Mail

• Used during the week of mail count to record daily volume of letters, flats, parcels, and DPS.
• Carriers enter their own mail volumes and review for accuracy with supervisors.
• Required during formal six-day route inspections to document workload.
• A carrier's accurate entries protect against underestimation of office and street time.
• Forms should be signed daily and copies retained by the carrier.

Reference: Route Protection Program Ch. 1, M-39 §222.2

🛰️ 5.3 PS Form 3999 – Street Observation

• Used by management to record a carrier's actual street time and line of travel.
• Conducted on the selected day of inspection, typically with a manager accompanying the carrier.
• Records time at delivery points, vehicle travel, and any pauses or delays.
• Carriers should behave normally—no speeding or artificial slowing.
• Abnormal conditions should be noted clearly and discussed during review.

Reference: M-39 §221.3, M-01766 COR Guide Ch. 2

📋 5.4 PS Form 1840 and 1840 Reverse – Route Evaluation Summary

• Form 1840 summarizes office and street times and proposed adjustments.
• The reverse side must include detailed explanations for any time deductions or additions.
• Used in conjunction with Form 3999 and mail count data to propose changes.
• Carriers have the right to review and comment on both sides of the form.
• In COR adjustments, this form is critical for documenting compliance with M-01661.

Reference: M-01766 COR Guide Ch. 11, Route Protection Ch. 2 & 3

🗒️ 5.5 Letter Carrier's Daily Log (NALC Form)

• Informal tool provided by NALC to help carriers track their day in detail.
• Includes mail volumes, clock rings, start/stop times, breaks, and assistance received.
• Helps carriers verify management documentation during route reviews or disputes.
• Encouraged for daily use—especially during inspection periods or route adjustments.
• Not an official USPS form but highly recommended by NALC.

Reference: Letter Carrier's Daily Log PDF (NALC, 2014)

🗓️ 5.6 PS Form 3971 – Request for or Notification of Absence

• Used for requesting leave or reporting sick days or emergencies.
• Must be submitted in advance for scheduled leave or immediately upon return from unscheduled leave.
• Both carrier and supervisor must sign the form to confirm acknowledgment.
• Incorrect or untimely use can affect attendance records and disciplinary outcomes.
• Always retain a copy and submit through the proper channels.

Reference: ELM §513.32–513.362

✉️ 5.7 Documentation for Accountable Mail

• Accountables (e.g., certified, registered, insured) must be signed out at the office and delivered per protocol.
• PS Forms 3849 and 3811 are used to notify recipients or capture signatures.
• Improper handling or failure to return undeliverable accountables may result in disciplinary action.
• Scan devices must record delivery, attempted delivery, or return.
• Record of custody and attempted delivery should always be complete and accurate.

Reference: POM §641–644, M-41 §261

📒 5.8 Personal Documentation Best Practices

• Keep copies of key forms you complete or receive (3996, 1838-C, 3971, etc.).
• Use a pocket notebook or digital log to record route conditions, delays, or supervisory instructions.
• Document any route changes or irregular instructions in writing.
• Report unsafe conditions using PS Form 1767 and track management's response.
• If possible, maintain a personal calendar of events, including mail volume spikes or incidents.

Reference: ELM §666, Route Protection Ch. 2, NALC Best Practices

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🦺 6.1 Workplace Safety Responsibilities

• Every employee is responsible for maintaining a safe work environment.
• Immediately report hazards such as broken equipment, blocked sidewalks, or aggressive dogs.
• Use PS Form 1767 to formally report unsafe conditions—management must respond.
• Follow USPS-approved lifting techniques and ergonomics guidelines.
• Use all issued personal protective equipment (e.g., dog spray, seat belts, reflective gear).

Reference: ELM §824, M-41 §131.4, POM §126.5

🚐 6.2 Vehicle and Driving Safety

• Conduct a full Vehicle Condition Report (VCR) before leaving with an LLV or postal vehicle.
• Use seat belts at all times and obey all traffic laws and USPS driving rules.
• Never use mobile phones or devices while driving unless parked and secured.
• Report any vehicle malfunction, damage, or accident immediately to your supervisor.
• Avoid shortcuts or unauthorized street deviations without prior management approval.

Reference: ELM §844, M-41 §233–234, POM §743

🩹 6.3 Preventing and Reporting Injuries

• Report all injuries—no matter how minor—immediately to your supervisor.
• Use PS Form CA-1 (traumatic injury) or CA-2 (occupational disease/exposure) to file OWCP claims.
• You have the right to choose your medical provider (within guidelines).
• Management may not discourage reporting of injuries or safety issues.
• Keep personal copies of all injury reports and claim submissions.

Reference: ELM Chapter 540, OSHA/OWCP guidelines

⚖️ 6.4 Understanding Your Rights Under the National Agreement

• You have the right to union representation during any investigative interview (Weingarten Rights).
• The National Agreement protects work hours, overtime rules, and route evaluations.
• Management must provide documentation for disciplinary actions or schedule changes.
• The NALC must be notified of inspections and route adjustments in advance.
• You are not required to waive any contractual protections.

Reference: National Agreement, ELM §666, M-41 §131.4

📋 6.5 Common Grievance Issues

• Improper route inspections or adjustments without union consultation.
• Denial of PS Form 3996 requests without explanation.
• Forced overtime beyond negotiated rules (e.g., violation of ODL provisions).
• Unjustified discipline or failure to follow progressive discipline procedures.
• Unsafe conditions ignored or retaliation after reporting them.

Reference: NALC Grievance Handbook, Route Protection Program Ch. 2–3

📝 6.6 Filing a Grievance

• Contact your shop steward as soon as a violation occurs.
• Provide copies of any relevant forms, emails, or verbal instructions.
• Grievances must be filed within 14 days of the incident in most cases.
• Be specific and factual when explaining the violation and the remedy requested.
• Participate fully in grievance interviews and document all outcomes.

Reference: ELM §666.2, NALC Steward Materials

🤝 6.7 Role of the Shop Steward and Union Representatives

• Shop stewards represent carriers in disciplinary hearings, route inspections, and grievances.
• They monitor management compliance with the contract and safety rules.
• Stewards ensure proper procedures are followed during mail counts and adjustments.
• Carriers should keep stewards informed of issues that could lead to disputes.
• Your steward is your advocate—consult early, not just after a problem arises.

Reference: NALC Constitution, Route Protection Program Ch. 2

🛡️ 6.8 Retaliation, Harassment, and Reporting Violations

• Retaliation for reporting safety concerns or filing grievances is strictly prohibited.
• Harassment or bullying by management or coworkers should be reported immediately.
• Document all incidents with dates, times, witnesses, and written notes.
• Contact the union, HR, or USPS Workplace Environment Office as needed.
• Use EEO or grievance processes if violations are not addressed.

Reference: ELM §666.16, §672.3, USPS Anti-Harassment Policy

🛠️ 7.1 What Are Minor Adjustments?

• Defined in M-39 §141.1 as limited changes made without a full six-day inspection.
• Typically involve minor street time or delivery point transfers to balance routes.
• Must be based on documented data like volume, PS Form 3999, or recent performance.
• Should not alter the fundamental structure or balance of a route.
• Cannot be used to bypass or substitute for a full inspection where one is required.

Reference: M-39 §141.1, Route Protection Program Ch. 3

✅ 7.2 Legitimate Reasons for Minor Adjustments

• Uneven mail volume among neighboring routes over an extended period.
• Significant long-term changes to delivery points due to new construction or closures.
• Rebalancing travel time between routes sharing a common path or territory.
• Adjusting for consistent service issues like missed businesses or blocked delivery.
• Consolidation of light delivery sections for efficiency without burdening the carrier.

Reference: M-39 §141.16, Route Protection Program Ch. 3

🚫 7.3 What Minor Adjustments Cannot Be Used For

• Fixing overburdened routes without providing supporting data.
• Shifting work to carriers to avoid paying overtime.
• Eliminating or reassigning parts of routes without a consultation.
• Punishing carriers by altering workload or delivery area unfairly.
• Reducing route time in COR without detailed justification on PS Form 1840 Reverse.

Reference: Route Protection Ch. 3, M-01766 COR Guide Ch. 11

📄 7.4 The Role of PS Form 1840 and 1840 Reverse

• The PS Form 1840 summarizes proposed route changes and adjustments.
• The reverse side must clearly explain any increase or reduction in time.
• Carriers have the right to review, comment on, and question these forms.
• If the reverse is blank or vague, the adjustment may violate policy.
• COR-generated changes must still include full documentation on the 1840 Reverse.

Reference: M-01766 Ch. 11, Route Protection Ch. 3

💻 7.5 Using COR for Minor Adjustments

• COR (Computerized On-site Route) proposes changes based on PS Form 3999 mapping.
• Any time removed by COR must be fully justified and not arbitrary.
• Line of travel, walking distances, and vehicle paths must reflect real-world accuracy.
• Carriers and union reps must be given the opportunity to review COR proposals.
• Improper COR usage is grievable under M-01661 settlement.

Reference: M-01766, Chapters 5–7, 11

🗣️ 7.6 Carrier Consultation Rights

• Carriers must be consulted before a final adjustment is implemented.
• Management must explain what data was used to justify changes.
• Carriers may raise objections and add written comments to official forms.
• A steward should be present or made aware of any route modification meeting.
• No change should be made without the carrier's input and opportunity to respond.

Reference: M-39 §242.3, Route Protection Ch. 2–3

🚩 7.7 Red Flags Carriers Should Watch For

• No explanation or vague entries on PS Form 1840 Reverse.
• Route time is reduced without corresponding mail volume or travel data changes.
• Adjustments made shortly after inspection without proper consultation.
• Sudden pivoting or "swapping" of delivery areas without written notice.
• Supervisors claiming "it's just a minor change" without documentation.

Reference: Route Protection Ch. 3, NALC 2018 Inspection Guide

🔍 7.8 What to Do If You Suspect an Improper Adjustment

• Contact your NALC steward immediately and explain the situation.
• Document everything—forms, notes, delivery changes, and supervisor instructions.
• Request to see the PS Forms 3999, 1840, and 1840 Reverse for your route.
• File a grievance if route time was reduced without proper justification or discussion.
• Track your workload closely using the NALC Daily Log to identify any increases.

Reference: M-39 §141.1–141.16, NALC Grievance Procedure Guide

💻 8.1 USPS Blue and LiteBlue Portals

Blue provides internal network access at postal facilities for policy manuals, route tools, and personnel folders. LiteBlue is a web portal where carriers manage benefits, schedules, earnings, and forms from home using EIN and USPS credentials.

📚 8.2 USPS Handbooks and Manuals

The section references four key manuals:

• M-39: Covers delivery service management, route inspections, and workload evaluation.
• M-41: Details carrier duties and daily job requirements.
• POM: Addresses mail delivery, vehicle use, safety protocols, and general procedures.
• ELM: Discusses pay, leave, discipline, and employee rights.

These resources are accessible via USPS Blue or through NALC and USPS online channels.

🛡️ 8.3 NALC Route Protection Program Materials

The National Association of Letter Carriers provides guidance including the Route Protection Program (explaining the 6-day mail count), the 2018 NALC Guide to Route Inspections, and the M-01766 COR Guide for software-based adjustments.

📄 8.4 Forms Index and Sample Forms

Carriers must properly complete various USPS forms (PS Forms 3996, 1838-C, 3999, 3971). The guidance emphasizes keeping copies for evaluations, grievances, and safety documentation.

📞 8.5 Contacting the Union: When, Why, and How

Contact situations: Performance discussions, denied PS Form 3996s, unsafe conditions, policy violations, or suspected unfair workload changes.

Resources: Locate your shop steward through your unit or senior carriers, bringing documented notes and timelines when reporting issues.

📚 Glossary of Key Terms and Acronyms

Accountables

Mail requiring a signature or tracking (Certified, Registered, Insured, Express). Must be signed out/in and handled with care.

Auxiliary Assistance

Help requested via PS Form 3996 when a route exceeds 8 hours. May include another carrier assisting.

CCA (City Carrier Assistant)

Non-career carrier hired for 360-day terms. May convert to career. Subject to different rules from career carriers.

COR (Computerized On-site Route Adjustment Tool)

Software used to adjust routes using PS Form 3999 data. Requires justification on PS Form 1840 Reverse.

Curtailed Mail

Mail withheld from delivery due to valid reasons. Must be reported and documented.

DPS (Delivery Point Sequenced Mail)

Letter mail sorted in delivery order by machine. Typically delivered as-is.

ELM

Employee and Labor Relations Manual. Covers pay, leave, benefits, and conduct policies.

Form 1767

Used to report unsafe conditions. Management must respond in writing.

Form 1838-C

Tracks mail volume during inspections. Completed daily by carrier.

Form 1840 / Reverse

Summary of route inspection and adjustments. Reverse must explain time changes.

Form 3971

Used to request or report leave. Signed by both employee and supervisor.

Form 3996

Used to request overtime or help when expected to exceed 8 hours. Must be submitted before street duties.

Form 3999

Completed during street observation day. Details line of travel and street activity.

FSS

Flats Sequencing System. Flats sorted in delivery order; may or may not be cased.

Grievance

Formal complaint filed for violations of contract or policy.

Hot Case Mail

Late-arriving mail placed in a designated "hot case" area for delivery.

Line of Travel

The prescribed delivery route and sequence. Must be followed unless authorized otherwise.

MSP (Managed Service Point)

Scannable barcodes verifying delivery at key locations.

NALC

National Association of Letter Carriers. Union representing city carriers.

ODL (Overtime Desired List)

Full-time carriers who have volunteered for overtime. Must be offered OT before non-ODL carriers.

POM

Postal Operations Manual. Policy guide for operations and delivery procedures.

PS Form

Postal Service forms with unique numbers and uses (e.g., 3996, 1838-C).

Pivoting

Temporary reassignment of part of a route for balancing workloads.

Pull Down

Organizing cased mail into trays or satchels in delivery sequence.

Satchel

Mailbag for carrying mail on foot routes.

SOP (Standard Operating Procedures)

Local instructions aligned with national policy.

Steward

Union representative who assists with grievances, inspections, and representation.

Street Time

Time spent on delivery including walking, driving, and pickups.

Swing / Aux Route

Partial or smaller route, often worked by CCAs.

Weingarten Rights

Right to union representation during investigatory interviews.

📄 Appendix A: USPS Forms for City Letter Carriers

Form #	Title	Purpose & Use
PS Form 1767	Report of Hazard	Report unsafe conditions. Requires management response.
PS Form 1838-C	Carrier's Count of Mail	Records mail volumes during inspection week.
PS Form 1840	Summary of Count	Summarizes data for route adjustment.
PS Form 1840 Reverse	Adjustment Explanation	Details reasons for time changes.
PS Form 3849	Delivery Notice	Left for missed deliveries of accountable mail.
PS Form 3811	Return Receipt	Shows proof of delivery/signature.
PS Form 3971	Leave Request	Submit for any type of leave.
PS Form 3996	Auxiliary Control	Request for help/overtime. Submit before leaving office.
PS Form 3997	Route Schedule	Lists route assignments and times.
PS Form 3999	Street Observation	Documents actual delivery on inspection day.
PS Form 4570	Vehicle Condition	Inspect USPS vehicle and report issues.
PS Form 1571	Undelivered Mail Report	Explains curtailed mail not delivered.
PS Form 1357	Temp ID Card Request	Used while awaiting permanent badge.
PS Form 1572	Dog Warning Card	Alerts carriers of dog hazards at addresses.
NALC Daily Log	Carrier's Daily Log	Tracks workday details. Highly recommended.
CA-1	Traumatic Injury	Report sudden injuries on the job.
CA-2	Occupational Disease	Report long-term exposures or injuries.

✅ Key Notes for Carriers

• Always keep a copy of any form you sign or complete.
• Use PS Form 3996 for any expected overtime — even if denied.
• Submit PS Form 1767 for any safety concern.
• Maintain personal logs with the NALC Daily Log or notebook.

Your first course covers two things in the order a new carrier lives them: getting started on the job, and then route inspections — how USPS evaluates your route, and how to protect your route and your time.

🚀 Getting Started as a New Carrier (CCA)

Here's what to expect in your first days, in the order it usually happens:

1. Your First Day on the Job

Report early, in uniform, ready to learn. You'll meet your supervisor, review your assignment, and get a quick introduction to the station's workflow.

2. Orientation and Safety Training

You'll receive safety briefings, essential forms, and an overview of USPS protocols. Pay close attention — safety is a top priority in every operation.

3. Getting Set Up at Your Station

You'll be assigned a case, issued a scanner and keys, and often shadow a veteran carrier. This is when you start learning the route and begin hands-on training.

4. Route Familiarization with Your OJI

Expect to walk or drive the route with an On-the-Job Instructor (OJI). Learn the "line of travel," dismount points, relay boxes, and safety concerns along the route. Take your time and ask questions — speed comes with experience; accuracy and safety come first.

🧭 What Is a Route Inspection?

A route inspection is a formal USPS process used to evaluate the time, workload, and structure of a letter carrier's assignment.

The process typically includes multiple phases: office time review, street observations, and a final evaluation. Data gathered is used to adjust route times, assignments, and even route structures.

📅 The Inspection Process

• Notification: You should receive advance notice via Form 1838c or a stand-up talk.
• Data Collection: Includes DOIS data, office time, and PS Form 3999 (street observation).
• Observation Day: You'll be accompanied by a supervisor or manager while delivering your route.
• Adjustments: Based on the data, your route may be lengthened, shortened, or remain the same.

📄 Key Forms Involved

PS Form 3999

This is the official street observation form used to time you on your route. It captures actual times for each delivery segment.

PS Form 1838c

This form documents daily workload data, including mail volume, parcels, and time spent in-office and on street.

PS Form 3996

The form you use to request overtime or auxiliary assistance. Should be completed daily if you anticipate needing more time.

✅ Tips to Protect Yourself

• Fill out a 3996 every day if needed — it protects your route and documents your time.
• Be honest, not rushed: Don't speed up or change your behavior on observation day.
• Record your times: Keep a log using a Letter Carrier Workload Log or Daily Diary.
• Get a copy: Ask for your 3999 times after inspection day.
• Talk to your steward: They can help you file a grievance if needed.

📚 Additional Resources

• Handbook M-39: Management of Delivery Services
• Handbook M-41: Carrier Duties & Responsibilities
• NALC Route Inspection Guide
• Letter Carrier Workload Log (fillable PDF)

📕 What Is the Red Book?

"The Red Book" is the nickname carriers use for USPS Handbook M-41, City Delivery Carriers Duties and Responsibilities — named for its red cover. It's the Postal Service's official manual for how city delivery work is supposed to be performed, from casing mail to street delivery to safe driving.

Where the National Agreement (the NALC-USPS contract) covers your rights, the Red Book covers your duties — the procedures management expects you to follow. Knowing both is how you protect yourself: the Red Book tells you what's actually required, so you can push back when a supervisor asks for something it doesn't say.

🗂️ What's Inside

• Office duties — casing, pulling down, preparing mail for the street in delivery order.
• Street duties — delivery methods, sequencing, handling parcels and accountable mail, customer contact.
• Vehicle operation — safe driving practices, parking, and load securement for postal vehicles.
• Safety — the baseline safety practices carriers are expected to follow on the route.
• Conduct — professional standards for interacting with customers and the public.

⏱️ Why It Matters for CCAs

New carriers often hear "that's not how we do it here" from a supervisor or a veteran carrier. Local habits and shortcuts exist everywhere — but the Red Book is the actual standard. When there's a dispute about whether something is "the rule" or just "how it's always been done," the Red Book is one of the first places to check.

🧭 How to Use It on the Job

You don't need to memorize it. Most carriers keep it as a reference for the handful of situations that come up again and again: how a delivery point should be sequenced, what counts as an accountable item, or what the manual actually says about a disputed procedure. Your station should have a copy available, and your shop steward can help you find the section you need.

📚 Related Resources

• Policies, Rights, and the National Agreement
• Casing Mail
• Daily Procedures, Habits and Routines

Training tells you how the job is supposed to go. The people behind these microphones tell you how it actually goes — casing tricks, street smarts, and hard-won lessons from carriers who've lived it. Some entries are short excerpts, others are full episodes. Every one has a 📄 Transcript button next to it if you'd rather read than listen.