Section 1: Role and Responsibilities

🧭 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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